Efficient customer incident triage via linking with system incidents
Jiazhen Gu, Jiaqi Wen, Zijian Wang, Pu Zhao, Chuan Wen Luo, Yu Kang, Yangfan Zhou, Yang Li, Jeffrey C. Sun, Zhangwei Xu, Bo Qiao, Liqun Li, Qingwei Lin, Dongmei Zhang · 2020
In cloud service systems, customers will report the service issues they have encountered to cloud service providers. Despite many issues can be handled by the support team, sometimes the customer issues can not be easily solved, thus raising customer incidents. Quick troubleshooting of a customer incident is critical. To this end, a customer incident should be assigned to its responsible team accurately in a timely manner.