{"id":"https://openalex.org/W2743886523","doi":"https://doi.org/10.1145/3097983.3098190","title":"STAR","display_name":"STAR","publication_year":2017,"publication_date":"2017-08-04","ids":{"openalex":"https://openalex.org/W2743886523","doi":"https://doi.org/10.1145/3097983.3098190","mag":"2743886523"},"language":"en","primary_location":{"id":"doi:10.1145/3097983.3098190","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3097983.3098190","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 23rd ACM SIGKDD International Conference on Knowledge Discovery and Data Mining","raw_type":"proceedings-article"},"type":"conference-paper","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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wubai Zhou","raw_affiliation_strings":["Florida International University, Miami, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081374149","display_name":"Wei Xue","orcid":"https://orcid.org/0000-0003-0725-8971"},"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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wei Xue","raw_affiliation_strings":["Florida International University, Miami, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5074677482","display_name":"Ramesh Baral","orcid":"https://orcid.org/0000-0003-4762-8607"},"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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ramesh Baral","raw_affiliation_strings":["Florida International University, Miami, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5064982560","display_name":"Qing Wang","orcid":"https://orcid.org/0000-0001-6106-2473"},"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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Qing Wang","raw_affiliation_strings":["Florida International University, Maimi, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Maimi, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Chunqiu Zeng","raw_affiliation_strings":["Florida International University, Miami, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"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"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Tao Li","raw_affiliation_strings":["Florida International University, Miami, FL, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101549939","display_name":"Jian Xu","orcid":"https://orcid.org/0000-0003-4216-5500"},"institutions":[{"id":"https://openalex.org/I36399199","display_name":"Nanjing University of Science and Technology","ror":"https://ror.org/00xp9wg62","country_code":"CN","type":"education","lineage":["https://openalex.org/I36399199"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jian Xu","raw_affiliation_strings":["Nanjing University of Science and Technology, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nanjing University of Science and Technology, Nanjing, China","institution_ids":["https://openalex.org/I36399199"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102264461","display_name":"Zheng Liu","orcid":"https://orcid.org/0009-0006-1703-2561"},"institutions":[{"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"],"is_corresponding":false,"raw_author_name":"Zheng Liu","raw_affiliation_strings":["Nanjing University of Posts and Telecommunications, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"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":[],"countries":[],"is_corresponding":false,"raw_author_name":"Larisa Shwartz","raw_affiliation_strings":["IBM T.J. Watson Research Center, New York, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM T.J. Watson Research Center, New York, NY, USA","institution_ids":[]}]},{"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, Queens, New York, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. John's University, Queens, New York, NY, USA","institution_ids":["https://openalex.org/I142823887"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":30,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"2181","last_page":"2190"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12016","display_name":"Web Data Mining and Analysis","score":0.9997000098228455,"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":0.9997000098228455,"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/T11478","display_name":"Caching and Content Delivery","score":0.9972000122070312,"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"}},{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9972000122070312,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.9603679180145264},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7820167541503906},{"id":"https://openalex.org/keywords/ranking","display_name":"Ranking (information retrieval)","score":0.5717040300369263},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.5512623190879822},{"id":"https://openalex.org/keywords/matching","display_name":"Matching (statistics)","score":0.5344898700714111},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.5090858340263367},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.46656739711761475},{"id":"https://openalex.org/keywords/artificial-neural-network","display_name":"Artificial neural network","score":0.45050930976867676},{"id":"https://openalex.org/keywords/cluster-analysis","display_name":"Cluster analysis","score":0.448234498500824},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4352063536643982},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.37943384051322937},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.16260403394699097}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.9603679180145264},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7820167541503906},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.5717040300369263},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.5512623190879822},{"id":"https://openalex.org/C165064840","wikidata":"https://www.wikidata.org/wiki/Q1321061","display_name":"Matching (statistics)","level":2,"score":0.5344898700714111},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.5090858340263367},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.46656739711761475},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.45050930976867676},{"id":"https://openalex.org/C73555534","wikidata":"https://www.wikidata.org/wiki/Q622825","display_name":"Cluster analysis","level":2,"score":0.448234498500824},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4352063536643982},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.37943384051322937},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.16260403394699097},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3097983.3098190","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3097983.3098190","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 23rd ACM SIGKDD International Conference on Knowledge Discovery and Data Mining","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":39,"referenced_works":["https://openalex.org/W6908809","https://openalex.org/W10957333","https://openalex.org/W136846643","https://openalex.org/W187138455","https://openalex.org/W1592081640","https://openalex.org/W1665214252","https://openalex.org/W1880262756","https://openalex.org/W1929496293","https://openalex.org/W1973435495","https://openalex.org/W2001657088","https://openalex.org/W2014080776","https://openalex.org/W2022470916","https://openalex.org/W2023848271","https://openalex.org/W2045929671","https://openalex.org/W2047106425","https://openalex.org/W2069870183","https://openalex.org/W2095705004","https://openalex.org/W2117805756","https://openalex.org/W2119788759","https://openalex.org/W2120615054","https://openalex.org/W2121184547","https://openalex.org/W2121636322","https://openalex.org/W2121949863","https://openalex.org/W2130942839","https://openalex.org/W2143017621","https://openalex.org/W2143995218","https://openalex.org/W2146570986","https://openalex.org/W2153470728","https://openalex.org/W2153579005","https://openalex.org/W2160840716","https://openalex.org/W2164948578","https://openalex.org/W2250539671","https://openalex.org/W2466891977","https://openalex.org/W2512366057","https://openalex.org/W2587809441","https://openalex.org/W2751318774","https://openalex.org/W2756210460","https://openalex.org/W4251372957","https://openalex.org/W4404384409"],"related_works":["https://openalex.org/W132856376","https://openalex.org/W4288388931","https://openalex.org/W2892636954","https://openalex.org/W4206805925","https://openalex.org/W4375841483","https://openalex.org/W2022874741","https://openalex.org/W2364431604","https://openalex.org/W2018860124","https://openalex.org/W3112526189","https://openalex.org/W2187418809"],"abstract_inverted_index":{"In":[0,77,173],"large":[1,57,208],"scale":[2],"and":[3,16,23,89,149,198],"complex":[4],"IT":[5],"service":[6,41],"environments,":[7],"a":[8,14,73,109,135,207],"problematic":[9],"incident":[10,171],"is":[11,203],"logged":[12],"as":[13,195],"ticket":[15,19,58,75,87,106,147,191,196],"contains":[17],"the":[18,30,53,68,83,103,126,143,159,175,180],"summary":[20,148],"(system":[21],"status":[22],"problem":[24],"description).":[25],"The":[26,39,99,117,200],"system":[27,65],"administrators":[28],"log":[29],"step-wise":[31],"resolution":[32,71,127,150,160],"description":[33],"when":[34,165],"such":[35,194],"tickets":[36,164],"are":[37,43,130],"resolved.":[38],"repeating":[40],"events":[42],"most":[44],"likely":[45],"resolved":[46],"by":[47],"inferring":[48],"similar":[49],"historical":[50,163],"tickets.":[51],"With":[52],"availability":[54],"of":[55,105,146],"reasonably":[56],"datasets,":[59],"we":[60,80],"can":[61,185],"have":[62],"an":[63,91,169],"automated":[64],"to":[66,94,133,157],"recommend":[67],"best":[69],"matching":[70,144],"for":[72,168],"given":[74],"summary.":[76],"this":[78],"paper,":[79],"first":[81,101],"identify":[82],"challenges":[84],"in":[85,162,189],"real-world":[86,209],"analysis":[88,192],"develop":[90],"integrated":[92],"framework":[93,100,202],"efficiently":[95],"handle":[96],"those":[97],"challenges.":[98],"quantifies":[102],"quality":[104,122,128,161],"resolutions":[107,167],"using":[108],"regression":[110],"model":[111,140,154,184],"built":[112],"on":[113],"carefully":[114],"designed":[115],"features.":[116],"tickets,":[118],"along":[119],"with":[120,206],"their":[121],"scores":[123,145],"obtained":[124],"from":[125,179],"quantification,":[129],"then":[131],"used":[132,188],"train":[134],"deep":[136,181],"neural":[137,182],"network":[138],"ranking":[139,153,183],"that":[141],"outputs":[142],"pairs.":[151],"This":[152],"allows":[155],"us":[156],"leverage":[158],"recommending":[166],"incoming":[170],"ticket.":[172],"addition,":[174],"feature":[176],"vectors":[177],"derived":[178],"be":[186],"effectively":[187],"other":[190],"tasks,":[193],"classification":[197],"clustering.":[199],"proposed":[201],"extensively":[204],"evaluated":[205],"dataset.":[210]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2017-08-17T00:00:00"}
