EasyTicket: A ticket routing recommendation engine for enterprise problem resolution

Proceedings of the VLDB Endowment

Volumn 1, Issue 2, 2008, Pages 1436-1439

  Shao, Qihong ^a   Chen, Yi ^a   Tao, Shu ^b   Yan, Xifeng ^b   Anerousis, Nikos ^b  

^a ARIZONA STATE UNIVERSITY   (United States)

^b IBM T J WATSON RESEARCH CENTER   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EFFICIENCY; ENGINES; HUMAN RESOURCE MANAGEMENT; NETWORK ROUTING;

FUNCTIONAL RELATION; HISTORY DATA; IT SERVICES; KEY ISSUES; MANAGEMENT SYSTEMS; PROBLEM RESOLUTION; REAL-WORLD PROBLEM; SERVICE PROVIDER;

RECOMMENDER SYSTEMS;

EID: 70849107247     PISSN: None     EISSN: 21508097     Source Type: Conference Proceeding    
DOI: 10.14778/1454159.1454193     Document Type: Article

References (4)

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2. W. Gaaloul, S. Bhiri, and C. Godart. Discovering workflow transactional behavior from event-based log. In Proc 12th Int'l Conf. CoopIS, 2004.
3. Henry Kautz, Bart Selman, and Mehul Shah. Referral web: combining social networks and collaborative filtering. 1997.
4. Qihong Shao, Yi Chen, Shu Tao, Xifeng Yan, and Nikos Anerousis. Efficient ticket routing by resolution sequence mining. In Proc. ACM SIGKDD, 2008.