research-article

Will this be Quick?: A Case Study of Bug Resolution Times across Industrial Projects

Authors:

Subhajit Datta,

Prasanth LadeAuthors Info & Claims

ISEC '15: Proceedings of the 8th India Software Engineering Conference

Pages 20 - 29

https://doi.org/10.1145/2723742.2723744

Published: 18 February 2015 Publication History

Abstract

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 incoming tickets and validate it on a data-set of 49,000+ problem tickets across 14 classes from four real-life projects. To establish the effectiveness of our approach, we compare topic features with traditional features for both classification and regression problems. Our results indicate the promise of topic analysis based approaches for large scale problem ticket management.

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Cited By

Li HYan MSun WLiu XWu Y(2023)A first look at bug report templates on GitHubJournal of Systems and Software10.1016/j.jss.2023.111709202:COnline publication date: 1-Aug-2023
https://dl.acm.org/doi/10.1016/j.jss.2023.111709
Datta SRoychoudhuri RMajumder S(2020)Understanding the relation between repeat developer interactions and bug resolution times in large open source ecosystems: A multisystem studyJournal of Software: Evolution and Process10.1002/smr.2317Online publication date: 29-Nov-2020
https://doi.org/10.1002/smr.2317

Index Terms

Will this be Quick?: A Case Study of Bug Resolution Times across Industrial Projects
1. Software and its engineering
  1. Software creation and management

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Published In

cover image ACM Other conferences

ISEC '15: Proceedings of the 8th India Software Engineering Conference

February 2015

207 pages

ISBN:9781450334327

DOI:10.1145/2723742

General Chairs:
Srinivas Padmanabhuni
Infosys Labs
,
Raghu Nambiar
Siemens
,
Program Chairs:
Prem Devanbu
University of California, Davis
,
Murali Krishna Ramanathan
IISc, Bangalore
,
Publications Chair:
Ashish Sureka
IIIT Delhi

Copyright © 2015 ACM.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 18 February 2015

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ISEC '15

ISEC '15: 8th India Software Engineering Conference

February 18 - 20, 2015

Bangalore, India

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Cited By

Li HYan MSun WLiu XWu Y(2023)A first look at bug report templates on GitHubJournal of Systems and Software10.1016/j.jss.2023.111709202:COnline publication date: 1-Aug-2023
https://dl.acm.org/doi/10.1016/j.jss.2023.111709
Datta SRoychoudhuri RMajumder S(2020)Understanding the relation between repeat developer interactions and bug resolution times in large open source ecosystems: A multisystem studyJournal of Software: Evolution and Process10.1002/smr.2317Online publication date: 29-Nov-2020
https://doi.org/10.1002/smr.2317

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