Design of multilevel petrinet based ticket management system for support organization

Abstract

The development of information technology has a great impact in a variety of industries, educational organizations and government sectors. There is no boundary for the adaption of information technology to various problems. Every organization has adapted information solutions to their routine work. The IT-enabled solution providers make the IT solutions adaption as feasible by providing various support to them. Any IT solution is provided through software systems which are a combination of various services. The degree of issue is equivalent to the degree of easiness in the adaption of software solutions to the organizations. The IT solutions being designed and developed in place of IT management solution providers and have been tested for the number of possible issues according to the test cases derived. They also provided a set of solutions to handle those issues. However, there is a number of unpredicted and non-classified issues that would be identified in the customer place or where the solution being used. Monitoring and managing such issues are tickets that are the most challenging task for IT management solution providers. Towards this issue, there is a number of methods that have been designed by the researchers to solve both classified and non-classified tickets. There are methods that apply classification algorithms over the context and the content of the ticket data. Similarly, the application of Natural language processing has been used to classify the tickets in the most efficient way to find a solution for the customer or user. However, they experience a lot of hitches to achieve higher performance in ticket management. To improve the performance of incident management and ticket assignment, a finite state automata theory based incident management scheme has been presented. First, the tickets are received in the incident queue. Second for each incident in the queue, an initial solution has been searched in the solution set. If there exists, a solution for the incident, then it will be returned as