NDLI: Retrieving relevant reports from a customer engagement repository

Content Provider	IEEE Xplore Digital Library
Author	Thakkar, D. Zhen Ming Jiang Hassan, A.E. Hamann, G. Flora, P.
Copyright Year	2008
Description	Author affiliation: Res. In Motion (RIM), Waterloo, ON (Hamann, G.; Flora, P.) \|\| Software Anal. & Intell. Lab. (SAIL), Queen's Univ., Kingston, ON (Thakkar, D.; Zhen Ming Jiang; Hassan, A.E.)
Abstract	Customers of modern enterprise applications commonly engage the vendor of the application for on-site troubleshooting and fine tuning of large deployments. The results of these engagements are documented in customer engagement reports. The reports contain valuable information about the observed symptoms, identified problems, attempted workarounds and the final solution. Such information is valuable in supporting analysts in future engagements. Engagement reports are stored in a customer engagement repository. Retrieving relevant reports from such a repository is usually ad-hoc and is based on using basic text search. We present a technique to retrieve relevant reports from an engagement repository. The technique takes as input an execution log for a particular deployment and retrieves relevant engagement reports. The technique identifies relevant reports by comparing execution logs attached to the report stored in the engagement repository. The technique returns two types of relevant reports: (1) reports for engagement with similar operational profiles to identify prior engagements with similar workloads and (2) reports for engagement with similar signature profiles to identify prior engagements with similar problems. Using our technique, support analysts can locate relevant engagement reports and use the knowledge in them to quickly resolve problems at hand. To demonstrate the feasibility of our technique, we present two case studies: one case study uses an industry standard open source application, the Dell DVD Store, while the other case study uses a large enterprise application. The results of our case study show that our technique performs well in identifying relevant reports with high precision and high recall.
Starting Page	117
Ending Page	126
File Size	161443
Page Count	10
File Format	PDF
ISBN	9781424426133
ISSN	10636773
DOI	10.1109/ICSM.2008.4658060
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-09-28
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Distance measurement Electronic mail Law Servers Runtime Security DVD
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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