Expertise identification using email communications
CIKM '03 Proceedings of the twelfth international conference on Information and knowledge management
Efficient ticket routing by resolution sequence mining
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
Detecting and resolving unsound workflow views for correct provenance analysis
Proceedings of the 2009 ACM SIGMOD International Conference on Management of data
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)
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
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Managing problem tickets is a key issue in IT service industry. A large service provider may handle thousands of problem tickets from its customers on a daily basis. The efficiency of processing these tickets highly depends on ticket routing---transferring problem tickets among expert groups in search of the right resolver to the ticket. Despite that many ticket management systems are available, ticket routing in these systems is still manually operated by support personnel. In this demo, we introduce EasyTicket, a ticket routing recommendation engine that helps automate this process. By mining ticket history data, we model an enterprise social network that represents the functional relationships among various expert groups in ticket routing. Based on this network, our system then provides routing recommendations to new tickets. Our experimental studies on 1.4 million real-world problem tickets show that on average, EasyTicket can improve the efficiency of ticket routing by 35%.