相关论文: Incident-aware Duplicate Ticket Aggregation for Cl…
The automatic collection of stack traces in bug tracking systems is an integral part of many software projects and their maintenance. However, such reports often contain a lot of duplicates, and the problem of de-duplicating them into…
Despite significant reliability efforts, large-scale cloud services inevitably experience production incidents that can significantly impact service availability and customer's satisfaction. Worse, in many cases one incident can lead to…
An essential aspect of prioritizing incident tickets for resolution is efficiently labeling tickets with fine-grained categories. However, ticket data is often complex and poses several unique challenges for modern machine learning methods:…
IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. Incident management is…
Manual classification of IT service desk tickets may result in routing of the tickets to the wrong resolution group. Incorrect assignment of IT service desk tickets leads to reassignment of tickets, unnecessary resource utilization and…
As online service systems continue to grow in terms of complexity and volume, how service incidents are managed will significantly impact company revenue and user trust. Due to the cascading effect, cloud failures often come with an…
Resolution of incidents or problem tickets is a common theme in service industries in any sector, including billing and charging systems in telecom domain. Machine learning can help to identify patterns and suggest resolutions for the…
As cloud services are growing and generating high revenues, the cost of downtime in these services is becoming significantly expensive. To reduce loss and service downtime, a critical primary step is to execute incident triage, the process…
Software bugs in cloud management systems often cause erratic behavior, hindering detection, and recovery of failures. As a consequence, the failures are not timely detected and notified, and can silently propagate through the system. To…
Corporations today face increasing demands for the timely and effective delivery of customer service. This creates the need for a robust and accurate automated solution to what is formally known as the ticket routing problem. This task is…
In cloud computing environments, a large number of users access data stored in highly available storage systems. To provide good performance to geographically disperse users and allow operation even in the presence of failures or network…
Incidents in production systems are common and downtime is expensive. Applying an appropriate mitigating action quickly, such as changing a specific firewall rule, reverting a change, or diverting traffic to a different availability zone,…
Tracking user reported bugs requires considerable engineering effort in going through many repetitive reports and assigning them to the correct teams. This paper proposes a neural architecture that can jointly (1) detect if two bug reports…
In order to plan for failure recovery, the designers of cloud systems need to understand how their system can potentially fail. Unfortunately, analyzing the failure behavior of such systems can be very difficult and time-consuming, due to…
Recent advances in data analytics have enabled the accurate prediction of user access patterns, giving rise to the idea of packed caching delivering multiple co accessed data items together as a bundle. This improves caching efficiency, as…
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are…
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…
We consider a centralized detection problem where sensors experience noisy measurements and intermittent connectivity to a centralized fusion center. The sensors collaborate locally within predefined sensor clusters and fuse their noisy…
With the surge in cloud storage adoption, enterprises face challenges managing data duplication and exponential data growth. Deduplication mitigates redundancy, yet maintaining redundancy ensures high availability, incurring storage costs.…
Cloud computing systems fail in complex and unforeseen ways due to unexpected combinations of events and interactions among hardware and software components. These failures are especially problematic when they are silent, i.e., not…