{"id":"https://openalex.org/W2466891977","doi":"https://doi.org/10.1109/tnsm.2016.2587807","title":"Resolution Recommendation for Event Tickets in Service Management","display_name":"Resolution Recommendation for Event Tickets in Service Management","publication_year":2016,"publication_date":"2016-07-07","ids":{"openalex":"https://openalex.org/W2466891977","doi":"https://doi.org/10.1109/tnsm.2016.2587807","mag":"2466891977"},"language":"en","primary_location":{"id":"doi:10.1109/tnsm.2016.2587807","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tnsm.2016.2587807","pdf_url":null,"source":{"id":"https://openalex.org/S173527311","display_name":"IEEE Transactions on Network and Service Management","issn_l":"1932-4537","issn":["1932-4537","2373-7379"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Network and Service Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045683930","display_name":"Wubai Zhou","orcid":null},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]},{"id":"https://openalex.org/I41198531","display_name":"Nanjing University of Posts and Telecommunications","ror":"https://ror.org/043bpky34","country_code":"CN","type":"education","lineage":["https://openalex.org/I41198531"]}],"countries":["CN","US"],"is_corresponding":true,"raw_author_name":"Wubai Zhou","raw_affiliation_strings":["School of Computing and Information Sciences, Florida International University, Miami, FL, USA","School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computing and Information Sciences, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China","institution_ids":["https://openalex.org/I41198531"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100723083","display_name":"Liang Tang","orcid":null},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]},{"id":"https://openalex.org/I41198531","display_name":"Nanjing University of Posts and Telecommunications","ror":"https://ror.org/043bpky34","country_code":"CN","type":"education","lineage":["https://openalex.org/I41198531"]}],"countries":["CN","US"],"is_corresponding":false,"raw_author_name":"Liang Tang","raw_affiliation_strings":["School of Computing and Information Sciences, Florida International University, Miami, FL, USA","School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computing and Information Sciences, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China","institution_ids":["https://openalex.org/I41198531"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5011977282","display_name":"Chunqiu Zeng","orcid":"https://orcid.org/0000-0003-3279-5023"},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]},{"id":"https://openalex.org/I41198531","display_name":"Nanjing University of Posts and Telecommunications","ror":"https://ror.org/043bpky34","country_code":"CN","type":"education","lineage":["https://openalex.org/I41198531"]}],"countries":["CN","US"],"is_corresponding":false,"raw_author_name":"Chunqiu Zeng","raw_affiliation_strings":["School of Computing and Information Sciences, Florida International University, Miami, FL, USA","School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computing and Information Sciences, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China","institution_ids":["https://openalex.org/I41198531"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100455259","display_name":"Tao Li","orcid":"https://orcid.org/0000-0001-9277-1539"},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]},{"id":"https://openalex.org/I41198531","display_name":"Nanjing University of Posts and Telecommunications","ror":"https://ror.org/043bpky34","country_code":"CN","type":"education","lineage":["https://openalex.org/I41198531"]}],"countries":["CN","US"],"is_corresponding":false,"raw_author_name":"Tao Li","raw_affiliation_strings":["School of Computing and Information Sciences, Florida International University, Miami, FL, USA","School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China"],"raw_orcid":"https://orcid.org/0000-0001-9277-1539","affiliations":[{"raw_affiliation_string":"School of Computing and Information Sciences, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Nanjing University of Posts and Telecommunications, Nanjing, China","institution_ids":["https://openalex.org/I41198531"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037060213","display_name":"Larisa Shwartz","orcid":"https://orcid.org/0000-0001-5878-0765"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Larisa Shwartz","raw_affiliation_strings":["IBM T. J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM T. J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5031125475","display_name":"Genady Ya. Grabarnik","orcid":"https://orcid.org/0000-0001-8068-0920"},"institutions":[{"id":"https://openalex.org/I142823887","display_name":"St. John's University","ror":"https://ror.org/00bgtad15","country_code":"US","type":"education","lineage":["https://openalex.org/I142823887"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Genady Ya. Grabarnik","raw_affiliation_strings":["St. John’s University, Jamaica, NY","St. John's University, Jamaica, NY"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. John’s University, Jamaica, NY","institution_ids":["https://openalex.org/I142823887"]},{"raw_affiliation_string":"St. John's University, Jamaica, NY","institution_ids":["https://openalex.org/I142823887"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5045683930"],"corresponding_institution_ids":["https://openalex.org/I19700959","https://openalex.org/I41198531"],"apc_list":null,"apc_paid":null,"fwci":8.9709,"has_fulltext":false,"cited_by_count":34,"citation_normalized_percentile":{"value":0.97635679,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"13","issue":"4","first_page":"954","last_page":"967"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12016","display_name":"Web Data Mining and Analysis","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12016","display_name":"Web Data Mining and Analysis","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12761","display_name":"Data Stream Mining Techniques","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.9979000091552734,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8687667846679688},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.659961998462677},{"id":"https://openalex.org/keywords/similarity","display_name":"Similarity (geometry)","score":0.6257228851318359},{"id":"https://openalex.org/keywords/metric","display_name":"Metric (unit)","score":0.5984519720077515},{"id":"https://openalex.org/keywords/false-positive-paradox","display_name":"False positive paradox","score":0.5968919396400452},{"id":"https://openalex.org/keywords/event","display_name":"Event (particle physics)","score":0.5829796195030212},{"id":"https://openalex.org/keywords/relevance","display_name":"Relevance (law)","score":0.5441696047782898},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.476764976978302},{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.4759269058704376},{"id":"https://openalex.org/keywords/false-positives-and-false-negatives","display_name":"False positives and false negatives","score":0.44498515129089355},{"id":"https://openalex.org/keywords/information-retrieval","display_name":"Information retrieval","score":0.411999374628067},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.38536810874938965},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.32202380895614624},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.15118303894996643}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8687667846679688},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.659961998462677},{"id":"https://openalex.org/C103278499","wikidata":"https://www.wikidata.org/wiki/Q254465","display_name":"Similarity (geometry)","level":3,"score":0.6257228851318359},{"id":"https://openalex.org/C176217482","wikidata":"https://www.wikidata.org/wiki/Q860554","display_name":"Metric (unit)","level":2,"score":0.5984519720077515},{"id":"https://openalex.org/C64869954","wikidata":"https://www.wikidata.org/wiki/Q1859747","display_name":"False positive paradox","level":2,"score":0.5968919396400452},{"id":"https://openalex.org/C2779662365","wikidata":"https://www.wikidata.org/wiki/Q5416694","display_name":"Event (particle physics)","level":2,"score":0.5829796195030212},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.5441696047782898},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.476764976978302},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.4759269058704376},{"id":"https://openalex.org/C112789634","wikidata":"https://www.wikidata.org/wiki/Q18207010","display_name":"False positives and false negatives","level":3,"score":0.44498515129089355},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.411999374628067},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.38536810874938965},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.32202380895614624},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.15118303894996643},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C115961682","wikidata":"https://www.wikidata.org/wiki/Q860623","display_name":"Image (mathematics)","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/tnsm.2016.2587807","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tnsm.2016.2587807","pdf_url":null,"source":{"id":"https://openalex.org/S173527311","display_name":"IEEE Transactions on Network and Service Management","issn_l":"1932-4537","issn":["1932-4537","2373-7379"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Network and Service Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G2851882466","display_name":null,"funder_award_id":"HRD-0833093","funder_id":"https://openalex.org/F4320306076","funder_display_name":"National Science Foundation"},{"id":"https://openalex.org/G6321664826","display_name":null,"funder_award_id":"IIS-1213026","funder_id":"https://openalex.org/F4320306076","funder_display_name":"National Science Foundation"},{"id":"https://openalex.org/G7871465891","display_name":null,"funder_award_id":"CNS-1461926","funder_id":"https://openalex.org/F4320306076","funder_display_name":"National Science Foundation"}],"funders":[{"id":"https://openalex.org/F4320306076","display_name":"National Science Foundation","ror":"https://ror.org/021nxhr62"},{"id":"https://openalex.org/F4320309993","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07"},{"id":"https://openalex.org/F4320324116","display_name":"Wuhan University","ror":"https://ror.org/033vjfk17"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":72,"referenced_works":["https://openalex.org/W147328419","https://openalex.org/W1502916507","https://openalex.org/W1506806321","https://openalex.org/W1532325895","https://openalex.org/W1548980824","https://openalex.org/W1565377632","https://openalex.org/W1574901103","https://openalex.org/W1697773851","https://openalex.org/W1831068561","https://openalex.org/W1832221731","https://openalex.org/W1880262756","https://openalex.org/W1980305094","https://openalex.org/W1985258161","https://openalex.org/W1987431925","https://openalex.org/W2001184714","https://openalex.org/W2014080776","https://openalex.org/W2023848271","https://openalex.org/W2036531948","https://openalex.org/W2045879331","https://openalex.org/W2047106425","https://openalex.org/W2057991616","https://openalex.org/W2080320419","https://openalex.org/W2094753663","https://openalex.org/W2097921974","https://openalex.org/W2098366185","https://openalex.org/W2100823613","https://openalex.org/W2101098151","https://openalex.org/W2101141209","https://openalex.org/W2103972604","https://openalex.org/W2114433479","https://openalex.org/W2118269922","https://openalex.org/W2121636322","https://openalex.org/W2121949863","https://openalex.org/W2122701518","https://openalex.org/W2125288949","https://openalex.org/W2128629010","https://openalex.org/W2129156852","https://openalex.org/W2130556178","https://openalex.org/W2130598205","https://openalex.org/W2130695501","https://openalex.org/W2130756530","https://openalex.org/W2133296809","https://openalex.org/W2138381338","https://openalex.org/W2139865081","https://openalex.org/W2142144955","https://openalex.org/W2148356029","https://openalex.org/W2150470820","https://openalex.org/W2157067562","https://openalex.org/W2160840716","https://openalex.org/W2162882216","https://openalex.org/W2165558283","https://openalex.org/W2168955003","https://openalex.org/W2172249709","https://openalex.org/W2482589566","https://openalex.org/W2760218573","https://openalex.org/W2782868325","https://openalex.org/W3199995296","https://openalex.org/W4210880854","https://openalex.org/W4213009331","https://openalex.org/W4231510805","https://openalex.org/W4238530616","https://openalex.org/W4290043985","https://openalex.org/W6629956336","https://openalex.org/W6632714207","https://openalex.org/W6638582108","https://openalex.org/W6639619044","https://openalex.org/W6674878074","https://openalex.org/W6674896937","https://openalex.org/W6675751002","https://openalex.org/W6678722446","https://openalex.org/W6680653849","https://openalex.org/W6682131137"],"related_works":["https://openalex.org/W1557094818","https://openalex.org/W2183246718","https://openalex.org/W1973412793","https://openalex.org/W2099261052","https://openalex.org/W4292605373","https://openalex.org/W2951146195","https://openalex.org/W4226316650","https://openalex.org/W3123215897","https://openalex.org/W2153600354","https://openalex.org/W4243739114"],"abstract_inverted_index":{"In":[0,56],"recent":[1],"years,":[2],"IT":[3],"service":[4,11],"providers":[5],"have":[6,41],"rapidly":[7],"achieved":[8],"an":[9],"automated":[10],"delivery":[12],"model.":[13],"Software":[14],"monitoring":[15,102],"systems":[16],"are":[17],"designed":[18],"to":[19,50,62,112,142,149,157,170],"actively":[20],"collect":[21],"and":[22,77,188],"signal":[23],"event":[24],"occurrences":[25],"and,":[26],"when":[27],"necessary,":[28],"automatically":[29],"generate":[30,35],"incident":[31],"tickets.":[32,55],"Repeating":[33],"events":[34,68,76],"similar":[36,81],"tickets,":[37],"which":[38],"in":[39,53,119],"turn":[40],"a":[42,172],"vast":[43],"number":[44,115],"of":[45,72,80,116,127,190],"repeated":[46],"problem":[47],"resolutions":[48,79,118],"likely":[49],"be":[51],"found":[52],"earlier":[54],"this":[57],"paper,":[58],"we":[59,137],"develop":[60],"techniques":[61],"recommend":[63],"appropriate":[64],"resolution":[65,150,159],"for":[66],"incoming":[67],"by":[69,101],"making":[70],"use":[71],"similarities":[73],"between":[74],"the":[75,85,110,114,120,125,128,133,162,165,186],"historical":[78],"events.":[82],"Built":[83],"on":[84,132,180],"traditional":[86],"k-nearest":[87],"neighbor":[88],"algorithm":[89],"(KNN),":[90],"our":[91,145,191],"proposed":[92,138,192],"algorithms":[93,111],"take":[94],"into":[95,109,161],"account":[96],"false":[97],"positives":[98],"often":[99],"generated":[100],"systems.":[103],"An":[104],"additional":[105],"penalty":[106],"is":[107],"incorporated":[108],"control":[113],"misleading":[117],"recommendation":[121,146],"results.":[122],"Moreover,":[123],"as":[124],"effectiveness":[126,187],"KNN":[129],"heavily":[130],"relies":[131],"underlying":[134],"similarity":[135,163,175],"measurement,":[136],"two":[139],"other":[140,166],"approaches":[141],"significantly":[143],"improve":[144],"with":[147],"respect":[148],"relevance.":[151],"One":[152],"approach":[153],"uses":[154,167],"topic-level":[155],"features":[156],"incorporate":[158],"information":[160],"measurement;":[164],"metric":[168],"learning":[169],"learn":[171],"more":[173],"effective":[174],"measure.":[176],"Extensive":[177],"empirical":[178],"evaluations":[179],"three":[181],"ticket":[182],"data":[183],"sets":[184],"demonstrate":[185],"efficiency":[189],"methods.":[193]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":6},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":3}],"updated_date":"2026-05-07T13:39:58.223016","created_date":"2025-10-10T00:00:00"}