Efficient customer incident triage via linking with system incidents
Abstract
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.
BibTeX
@inproceedings{Gu-al:FSE20,
author = {Jiazhen Gu and
Jiaqi Wen and
Zijian Wang and
Pu Zhao and
Chuan Luo and
Yu Kang and
Yangfan Zhou and
Li Yang and
Jeffrey Sun and
Zhangwei Xu and
Bo Qiao and
Liqun Li and
Qingwei Lin and
Dongmei Zhang},
title = {Efficient customer incident triage via linking with system incidents},
booktitle = {{ESEC/SIGSOFT} {FSE}},
pages = {1296--1307},
publisher = {{ACM}},
year = {2020},
}