Efficient Ticket Routing by Resolution Sequence Mining

IT problem management calls for quick identification of re-solvers 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 re-solver 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 the one that can lead to the resolver. In this paper, the authors address the possibility of improving the efficiency of ticket routing by mining ticket resolution sequences alone, without accessing ticket content.