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http://hdl.handle.net/10071/16403
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acessibilidade
DC FieldValueLanguage
dc.contributor.authorSilva, S.-
dc.contributor.authorPereira, R.-
dc.contributor.authorRibeiro, R.-
dc.date.accessioned2018-07-16T15:58:47Z-
dc.date.available2018-07-16T15:58:47Z-
dc.date.issued2018-
dc.identifier.isbn978-989-98434-8-6-
dc.identifier.urihttps://ciencia.iscte-iul.pt/id/ci-pub-48772-
dc.identifier.urihttp://hdl.handle.net/10071/16403-
dc.description.abstractIT incident management process requires a correct categorization to attribute incident tickets to the right resolution group and obtain an operational system as quickly as possible, having the lowest possible impact on the business and costumers. In this work, we introduce a module to automatically categorize incident tickets, turning the responsible teams for incident management more productive. This module can be integrated as an extension into an incident ticket system (ITS), which contributes to reduce the time wasted on incident ticket route and reduce the amount of errors on incident categorization. To automate the classification, we use a support vector machine (SVM), obtaining an accuracy of 89%, approximately, on a dataset of real-world incident tickets.por
dc.language.isoengpor
dc.publisherIEEEpor
dc.relationUID/MULTI/0446/2013por
dc.rightsopenAccesspor
dc.subjectMachine learningpor
dc.subjectAutomated incident categorizationpor
dc.subjectSVMpor
dc.subjectIncident managementpor
dc.subjectIncident management processpor
dc.subjectCategorizationpor
dc.titleMachine learning in incident categorization automationpor
dc.typeconferenceObjectpor
dc.peerreviewedyespor
dc.journal13th Iberian Conference on Information Systems and Technologies (CISTI)en_US
degois.publication.locationCácerespor
degois.publication.title13th Iberian Conference on Information Systems and Technologies (CISTI)por
dc.date.updated2018-07-16T15:58:05Z-
dc.description.versioninfo:eu-repo/semantics/acceptedVersion-
dc.identifier.doi10.23919/CISTI.2018.8399244-
Appears in Collections:ISTAR-CRI - Comunicações a conferências internacionais

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