A re-examination of text categorization methods
Proceedings of the 22nd annual international ACM SIGIR conference on Research and development in information retrieval
Text Categorization with Suport Vector Machines: Learning with Many Relevant Features
ECML '98 Proceedings of the 10th European Conference on Machine Learning
A Comparative Study on Feature Selection in Text Categorization
ICML '97 Proceedings of the Fourteenth International Conference on Machine Learning
Combining link-based and content-based methods for web document classification
CIKM '03 Proceedings of the twelfth international conference on Information and knowledge management
Proceedings of the 28th international conference on Software engineering
Formal models for expert finding in enterprise corpora
SIGIR '06 Proceedings of the 29th annual international ACM SIGIR conference on Research and development in information retrieval
Efficient ticket routing by resolution sequence mining
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
Modeling multi-step relevance propagation for expert finding
Proceedings of the 17th ACM conference on Information and knowledge management
Formal Models for Expert Finding on DBLP Bibliography Data
ICDM '08 Proceedings of the 2008 Eighth IEEE International Conference on Data Mining
The Naive Bayes Mystery: A classification detective story
Pattern Recognition Letters
Probabilistic models for expert finding
ECIR'07 Proceedings of the 29th European conference on IR research
ExpertiseNet: relational and evolutionary expert modeling
UM'05 Proceedings of the 10th international conference on User Modeling
Constructing free-energy approximations and generalized belief propagation algorithms
IEEE Transactions on Information Theory
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
Understanding task-driven information flow in collaborative networks
Proceedings of the 21st international conference on World Wide Web
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Ticket resolution is a critical, yet challenging, aspect of the delivery of IT services. A large service provider needs to handle, on a daily basis, thousands of tickets that report various types of problems. Many of those tickets bounce among multiple expert groups before being transferred to the group with the right expertise to solve the problem. Finding a methodology that reduces such bouncing and hence shortens ticket resolution time is a long-standing challenge. In this paper, we present a unified generative model, the Optimized Network Model (ONM), that characterizes the lifecycle of a ticket, using both the content and the routing sequence of the ticket. ONM uses maximum likelihood estimation, to represent how the information contained in a ticket is used by human experts to make ticket routing decisions. Based on ONM, we develop a probabilistic algorithm to generate ticket routing recommendations for new tickets in a network of expert groups. Our algorithm calculates all possible routes to potential resolvers and makes globally optimal recommendations, in contrast to existing classification methods that make static and locally optimal recommendations. Experiments show that our method significantly outperforms existing solutions.