Workflow Extraction for Service Operation Using Multiple Unstructured Trouble Tickets

Akio WATANABE, Keisuke ISHIBASHI, Tsuyoshi TOYONO, Keishiro WATANABE, Tatsuaki KIMURA, Yoichi MATSUO, Kohei SHIOMOTO, Ryoichi KAWAHARA
2018 IEICE transactions on information and systems  
In current large-scale IT systems, troubleshooting has become more complicated due to the diversification in the causes of failures, which has increased operational costs. Thus, clarifying the troubleshooting process also becomes important, though it is also time-consuming. We propose a method of automatically extracting a workflow, a graph indicating a troubleshooting process, using multiple trouble tickets. Our method extracts an operator's actions from free-format texts and aligns relative
more » ... ntences between multiple trouble tickets. Our method uses a stochastic model to detect a resolution, a frequent action pattern that helps us understand how to solve a problem. We validated our method using real trouble-ticket data captured from a real network operation and showed that it can extract a workflow to identify the cause of a failure.
doi:10.1587/transinf.2017dap0014 fatcat:wnylwpbm45eqlj6qizciarru5m