Text Categorization for Deriving the Application Quality in Enterprises Using Ticketing Systems

Today’s enterprise services and business applications are often centralized in a small number of data centers. Employees located at branches and side offices access the computing infrastructure via the internet using thin client architectures. The task to provide a good application quality to the employers using a multitude of different applications and access networks has thus become complex. Enterprises have to be able to identify resource bottlenecks and applications with a poor performance quickly to take appropriate countermeasures and enable a good application quality for their employees. Ticketing systems within an enterprise use large databases for collecting complaints and problems of the users over a long period of time and thus are an interesting starting point to identify performance problems. However, manual categorization of tickets comes with a high workload.

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