Will this be quick? A case study of bug resolution times across industrial projects

Resolution of problem tickets is a source of significant revenue in the worldwide software services industry. Due to the high volume of problem tickets in any large scale customer engagement, automated techniques are necessary to segregate related incoming tickets into groups. Existing techniques fo...

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Main Authors: DATTA, Subhajit, LADE, Prasanth
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2015
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Online Access:https://ink.library.smu.edu.sg/sis_research/5590
https://ink.library.smu.edu.sg/context/sis_research/article/6593/viewcontent/WillThisBeQuick_2015_pv.pdf
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Institution: Singapore Management University
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spelling sg-smu-ink.sis_research-65932021-01-07T14:01:35Z Will this be quick? A case study of bug resolution times across industrial projects DATTA, Subhajit LADE, Prasanth Resolution of problem tickets is a source of significant revenue in the worldwide software services industry. Due to the high volume of problem tickets in any large scale customer engagement, automated techniques are necessary to segregate related incoming tickets into groups. Existing techniques focus on this classification problem. In this paper, we present a case study built around the position that predicting the category of resolution times within a class of tickets and also the actual resolution times, is strongly beneficial to ticket resolution. We present an approach based on topic analysis to predict the category of resolution times of incoming tickets and validate it on a data-set of 49,000+ problem tickets across 14 classes from four real-life projects. To establish the effectiveness of our approach, we compare topic features with traditional features for both classification and regression problems. Our results indicate the promise of topic analysis based approaches for large scale problem ticket management. 2015-02-01T08:00:00Z text application/pdf https://ink.library.smu.edu.sg/sis_research/5590 info:doi/10.1145/2723742.2723744 https://ink.library.smu.edu.sg/context/sis_research/article/6593/viewcontent/WillThisBeQuick_2015_pv.pdf http://creativecommons.org/licenses/by-nc-nd/4.0/ Research Collection School Of Computing and Information Systems eng Institutional Knowledge at Singapore Management University Bugs Problem tickets Resolution times Service delivery Topic analysis Numerical Analysis and Scientific Computing Software Engineering
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic Bugs
Problem tickets
Resolution times
Service delivery
Topic analysis
Numerical Analysis and Scientific Computing
Software Engineering
spellingShingle Bugs
Problem tickets
Resolution times
Service delivery
Topic analysis
Numerical Analysis and Scientific Computing
Software Engineering
DATTA, Subhajit
LADE, Prasanth
Will this be quick? A case study of bug resolution times across industrial projects
description Resolution of problem tickets is a source of significant revenue in the worldwide software services industry. Due to the high volume of problem tickets in any large scale customer engagement, automated techniques are necessary to segregate related incoming tickets into groups. Existing techniques focus on this classification problem. In this paper, we present a case study built around the position that predicting the category of resolution times within a class of tickets and also the actual resolution times, is strongly beneficial to ticket resolution. We present an approach based on topic analysis to predict the category of resolution times of incoming tickets and validate it on a data-set of 49,000+ problem tickets across 14 classes from four real-life projects. To establish the effectiveness of our approach, we compare topic features with traditional features for both classification and regression problems. Our results indicate the promise of topic analysis based approaches for large scale problem ticket management.
format text
author DATTA, Subhajit
LADE, Prasanth
author_facet DATTA, Subhajit
LADE, Prasanth
author_sort DATTA, Subhajit
title Will this be quick? A case study of bug resolution times across industrial projects
title_short Will this be quick? A case study of bug resolution times across industrial projects
title_full Will this be quick? A case study of bug resolution times across industrial projects
title_fullStr Will this be quick? A case study of bug resolution times across industrial projects
title_full_unstemmed Will this be quick? A case study of bug resolution times across industrial projects
title_sort will this be quick? a case study of bug resolution times across industrial projects
publisher Institutional Knowledge at Singapore Management University
publishDate 2015
url https://ink.library.smu.edu.sg/sis_research/5590
https://ink.library.smu.edu.sg/context/sis_research/article/6593/viewcontent/WillThisBeQuick_2015_pv.pdf
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