Discovering models of software processes from event-based data
ACM Transactions on Software Engineering and Methodology (TOSEM)
Event-based detection of concurrency
SIGSOFT '98/FSE-6 Proceedings of the 6th ACM SIGSOFT international symposium on Foundations of software engineering
SPADE: an efficient algorithm for mining frequent sequences
Machine Learning
Discovery of Frequent Episodes in Event Sequences
Data Mining and Knowledge Discovery
Mining Process Models from Workflow Logs
EDBT '98 Proceedings of the 6th International Conference on Extending Database Technology: Advances in Database Technology
ICDE '95 Proceedings of the Eleventh International Conference on Data Engineering
PrefixSpan: Mining Sequential Patterns by Prefix-Projected Growth
Proceedings of the 17th International Conference on Data Engineering
Sequential PAttern mining using a bitmap representation
Proceedings of the eighth ACM SIGKDD international conference on Knowledge discovery and data mining
Web usage mining: discovery and applications of usage patterns from Web data
ACM SIGKDD Explorations Newsletter
Data mining for path traversal patterns in a web environment
ICDCS '96 Proceedings of the 16th International Conference on Distributed Computing Systems (ICDCS '96)
Lessons and Challenges from Mining Retail E-Commerce Data
Machine Learning
Workflow Mining: Discovering Process Models from Event Logs
IEEE Transactions on Knowledge and Data Engineering
Mining Workflow Patterns through Event-Data Analysis
SAINT-W '05 Proceedings of the 2005 Symposium on Applications and the Internet Workshops
BPM'06 Proceedings of the 4th international conference on Business Process Management
Mining workflow recovery from event based logs
BPM'05 Proceedings of the 3rd international conference on Business Process Management
The optimal error exponent for Markov order estimation
IEEE Transactions on Information Theory
EasyTicket: a ticket routing recommendation engine for enterprise problem resolution
Proceedings of the VLDB Endowment
Detecting and resolving unsound workflow views for correct provenance analysis
Proceedings of the 2009 ACM SIGMOD International Conference on Management of data
Improving bug triage with bug tossing graphs
Proceedings of the the 7th joint meeting of the European software engineering conference and the ACM SIGSOFT symposium on The foundations of software engineering
Generative models for ticket resolution in expert networks
Proceedings of the 16th ACM SIGKDD international conference on Knowledge discovery and data mining
AIM-HI: a framework for request routing in large-scale IT global service delivery
IBM Journal of Research and Development
Content-aware resolution sequence mining for ticket routing
BPM'10 Proceedings of the 8th international conference on Business process management
Generating sound workflow views for correct provenance analysis
ACM Transactions on Database Systems (TODS)
Empirical software engineering at Microsoft Research
Proceedings of the ACM 2011 conference on Computer supported cooperative work
"Not my bug!" and other reasons for software bug report reassignments
Proceedings of the ACM 2011 conference on Computer supported cooperative work
Next best step and expert recommendation for collaborative processes in it service management
BPM'11 Proceedings of the 9th international conference on Business process management
Privacy protected knowledge management in services with emphasis on quality data
Proceedings of the 20th ACM international conference on Information and knowledge management
A web-based what-if scenario analysis tool for performance improvement of IT support organizations
Proceedings of the 7th International Conference on Network and Services Management
SmartDispatch: enabling efficient ticket dispatch in an IT service environment
Proceedings of the 18th ACM SIGKDD international conference on Knowledge discovery and data mining
Who do you call? problem resolution through social compute units
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
Scheduling service tickets in shared delivery
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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IT problem management calls for quick identification of resolvers to reported problems. The efficiency of this process highly depends on ticket routing---transferring problem ticket among various expert groups in search of the right resolver to the ticket. To achieve efficient ticket routing, wise decision needs to be made at each step of ticket transfer to determine which expert group is likely to be, or to lead to the resolver. In this paper, we address the possibility of improving ticket routing efficiency by mining ticket resolution sequences alone, without accessing ticket content. To demonstrate this possibility, a Markov model is developed to statistically capture the right decisions that have been made toward problem resolution, where the order of the Markov model is carefully chosen according to the conditional entropy obtained from ticket data. We also design a search algorithm, called Variable-order Multiple active State search(VMS), that generates ticket transfer recommendations based on our model. The proposed framework is evaluated on a large set of real-world problem tickets. The results demonstrate that VMS significantly improves human decisions: Problem resolvers can often be identified with fewer ticket transfers.