Analysis of ticket severity: A case study

Software maintenance is an integral post delivery activity that plays an important role in the client gratification. Service delivery is one of the key aspects of software maintenance. The quality of a maintenance activity can be assessed by the quality of service. Ticketing is the process used to manage service delivery. A number of tickets generated per year are in millions. The tickets are raw, unprocessed data that have a huge amount of information. It is critical to proceed with the research on incident related tickets since analysis of tickets is critical in deriving the patterns associated with it. The number of tickets is in millions and it's practically impossible for manual analysis. Ticket analytics is an evolving and essential research area that is yet to is exploited. The paper is on analytics of real-time ticket datasets and an interpretation of the results. The paper further proposes an approach in the resolution strategies of tickets of different levels and priority.