Efficient ticket routing by resolution sequence mining
Qihong Shao, Yi Chen, Tao Shu, Xifeng Yan, Nikos Anerousis · 2008
IT problem management calls for quick identification of resolvers 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 resolver 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 to lead to the resolver.