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dc.contributor.author Cooray, TMTM
dc.contributor.author Ariyaratne, MKA
dc.contributor.author Perera, MDR
dc.date.accessioned 2021-09-30T04:30:45Z
dc.date.available 2021-09-30T04:30:45Z
dc.date.issued 9/6/2021
dc.identifier.uri http://dl.lib.uom.lk/handle/123/16660
dc.description.abstract With the expansion of the role of IT, organizations tend to maintain a support request system/ Issue Tracking System (ITS) to handle issues. ITSs are designed to streamline the process of customer support and keep a track of all the reported issues. Incident Management (IM) makes efforts to re-establish standard business operations reducing the impact and maintaining the quality and availability [1]. An incident also refers to a ticket. The manual categorization of raised issues infers an improper assignment of incident tickets, cause delays in the entire procedure of dispatch. The focus of this research is to automate the incident categorization (IC) and transfer to the appropriate support group forecasting the resolution for frequent issues based on the past en_US
dc.language.iso en en_US
dc.subject Incident Categorization en_US
dc.subject Incident Management en_US
dc.subject Support Vector Machine en_US
dc.subject Text Processing en_US
dc.subject Resolution Group en_US
dc.title Automating incident categorization in a support request system en_US
dc.type Conference-Extended-Abstract en_US
dc.identifier.year 2021 en_US
dc.identifier.conference ERU Symposium 2021 en_US
dc.identifier.proceeding Proceedings of the ERU Symposium 2021 en_US
dc.identifier.email thinal.marius@gmail.com en_US
dc.identifier.email anuradha@sjp.ac.lk en_US
dc.identifier.email dilum@sjp.ac.lk en_US
dc.identifier.doi https://doi.org/10.31705/ERU.2021.12 en_US


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