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DOI: 10.4230/OASIcs.SLATE.2018.17

Less is more in incident categorization (Short Paper)

Authors: Sara Silva, Ricardo Ribeiro, and Rubén Pereira

Published in: OASIcs, Volume 62, 7th Symposium on Languages, Applications and Technologies (SLATE 2018)

Abstract

The IT incident management process requires a correct categorization to attribute incident tickets to the right resolution group and obtain as quickly as possible an operational system, impacting the minimum as possible the business and costumers. In this work, we introduce automatic text classification, demonstrating the application of several natural language processing techniques and analyzing the impact of each one on a real incident tickets dataset. The techniques that we explore in the pre-processing of the text that describes an incident are the following: tokenization, stemming, eliminating stop-words, named-entity recognition, and TF xIDF-based document representation. Finally, to build the model and observe the results after applying the previous techniques, we use two machine learning algorithms: Support Vector Machine (SVM) and K-Nearest Neighbor (KNN). Two important findings result from this study: a shorter description of an incident is better than a full description of an incident; and, pre-processing has little impact on incident categorization, mainly due the specific vocabulary used in this type of text.

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Sara Silva, Ricardo Ribeiro, and Rubén Pereira. Less is more in incident categorization (Short Paper). In 7th Symposium on Languages, Applications and Technologies (SLATE 2018). Open Access Series in Informatics (OASIcs), Volume 62, pp. 17:1-17:7, Schloss Dagstuhl – Leibniz-Zentrum für Informatik (2018)

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@InProceedings{silva_et_al:OASIcs.SLATE.2018.17,
  author =	{Silva, Sara and Ribeiro, Ricardo and Pereira, Rub\'{e}n},
  title =	{{Less is more in incident categorization}},
  booktitle =	{7th Symposium on Languages, Applications and Technologies (SLATE 2018)},
  pages =	{17:1--17:7},
  series =	{Open Access Series in Informatics (OASIcs)},
  ISBN =	{978-3-95977-072-9},
  ISSN =	{2190-6807},
  year =	{2018},
  volume =	{62},
  editor =	{Henriques, Pedro Rangel and Leal, Jos\'{e} Paulo and Leit\~{a}o, Ant\'{o}nio Menezes and Guinovart, Xavier G\'{o}mez},
  publisher =	{Schloss Dagstuhl -- Leibniz-Zentrum f{\"u}r Informatik},
  address =	{Dagstuhl, Germany},
  URL =		{https://drops.dagstuhl.de/entities/document/10.4230/OASIcs.SLATE.2018.17},
  URN =		{urn:nbn:de:0030-drops-92755},
  doi =		{10.4230/OASIcs.SLATE.2018.17},
  annote =	{Keywords: machine learning, automated incident categorization, SVM, incident management, natural language}
}

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Less is more in incident categorization (Short Paper)

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