Trouble Tickets resolution time estimation : The Design of a Solution for a Real Case Scenario

Abstract: Internet Service Providers are companies that deliver services managing a complex network of apparatus and cables. Given the complexity of the network, it often happens that alarms are generated. When a problem within the network occurs, a ticket is issued from an alarm and the company starts to supervise it to manage the situation and solve the problem. This work aims to present how can be designed a system that estimates how much time will the trouble ticket take to be solved. The situation is presented within the context of a real case scenario and takes into consideration how the involved company processes the available information and manages the problem. The achieved result is pursued by the company to deliver the information to the final customer that will be able to understand how much time the problem he is facing is going to take before it will be solved. This work will focus on estimating the resolution time for a subset of all the tickets: those that are classified as low priority network problems. The work started with a study of the company that led to the understanding of the available information about the problem, then it focused on the understanding of the procedure adopted by the company to face the solution. It studies the processes that lie behind the ticket creation, the alarm generation and the human intervention, and it concludes with the design of the proposed solution. The proposed solution leverages the company’s processes to produce a result as valuable as possible given the specific use case.