Physical Sciences and Mathematics Commons^™

Will This Be Quick? A Case Study Of Bug Resolution Times Across Industrial Projects, Subhajit Datta, Prasanth Lade

Research Collection School Of Computing and Information Systems

Resolution of problem tickets is a source of significant revenue in the worldwide software services industry. Due to the high volume of problem tickets in any large scale customer engagement, automated techniques are necessary to segregate related incoming tickets into groups. Existing techniques focus on this classification problem. In this paper, we present a case study built around the position that predicting the category of resolution times within a class of tickets and also the actual resolution times, is strongly beneficial to ticket resolution. We present an approach based on topic analysis to predict the category of resolution times of …