Automatic Dispatching of Issues using Machine Learning

Abstract: Many software companies use issue tracking systems to organize their work. However, when working on large projects, across multiple teams, a problem of finding the correctteam to solve a certain issue arises. One team might detect a problem, which must be solved by another team. This can take time from employees tasked with finding the correct team and automating the dispatching of these issues can have large benefits for the company. In this thesis, the use of machine learning methods, mainly convolutional neural networks (CNN) for text classification, has been applied to this problem. For natural language processing both word- and character-level representations are commonly used. The results in this thesis suggests that the CNN learns different information based on whether word- or character-level representation is used. Furthermore, it was concluded that the CNN models performed on similar levels as the classical Support Vector Machine for this task. When compared to a human expert, working with dispatching issues, the best CNN model performed on a similar level when given the same information. The high throughput of a computer model, therefore, suggests automation of this task is very much possible.