2023

Incident-aware Duplicate Ticket Aggregation for Cloud Systems

Liu, Jinyang, He, Shilin, Chen, Zhuangbin et al.

Understand

In cloud systems, incidents are potential threats to customer satisfaction and business revenue.

When customers are affected by incidents, they often request customer support service (CSS) from the cloud provider by submitting a support ticket.
Many tickets could be duplicate as they are reported in a distributed and uncoordinated manner.
Thus, aggregating such duplicate tickets is essential for efficient ticket management.

Built on

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