IT Policies

Content-Aware Resolution Sequence Mining for Ticket Routing

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Executive Summary

Ticket routing is key to the efficiency of IT problem management. Due to the complexity of many reported problems, problem tickets typically need to be routed among various expert groups, to search for the right resolver. In this paper, the authors study the problem of using historical ticket data to make smarter routing recommendations for new tickets, so as to improve the efficiency of ticket routing, in terms of the Mean number of Steps To Resolve (MSTR) a ticket. Previous studies on this problem have been focusing on mining ticket resolution sequences to generate more informed routing recommendations.

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