Workflow Extraction for Service Operation Using Multiple Unstructured Trouble Tickets
نویسندگان
چکیده
منابع مشابه
Problem Identification by Mining Trouble Tickets
IT systems of today’s enterprises are continuously monitored and managed by a team of resolvers. Any problem in the system is reported in the form of trouble-tickets. A ticket contains various details of the observed problem. However, the knowledge of the actual problem is hidden in the ticket description along with other information. Knowledge of issues helps the service providers to better pl...
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A study was conducted to explore the potential of Natural Language Processing (NLP)based knowledge discovery approaches for the task of representing and exploiting the vital information contained in field service (trouble) tickets for a large utility provider. Analysis of a subset of tickets, guided by sublanguage theory, identified linguistic patterns, which were translated into rule-based alg...
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A feasibility study was conducted to determine whether the sublanguage methodology of NLP could analyze and represent the vital information contained in trouble tickets’ ungrammatical text and to explore various knowledge mining approaches to render the data contained in these documents accessible for analysis and prediction. Experiments showed that the linguistic characteristics of trouble tic...
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Support tickets from customers contain much hidden information. Unsupervised machine learning methods are able to discover this hidden information. In this paper we propose the categorization of support tickets using clustering methods in combination with topic models. Furthermore label generation techniques are used to generate meaningful names for these categories. The results are compared wi...
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Ticket annotation and search has become an essential research subject for the successful delivery of IT operational analytics. Millions of tickets are created yearly to address business users’ IT related problems. In IT service desk management, it is critical to first capture the pain points for a group of tickets to determine root cause; secondly, to obtain the respective distributions in orde...
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ژورنال
عنوان ژورنال: IEICE Transactions on Information and Systems
سال: 2018
ISSN: 0916-8532,1745-1361
DOI: 10.1587/transinf.2017dap0014