{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,10]],"date-time":"2026-03-10T12:53:39Z","timestamp":1773147219104,"version":"3.50.1"},"reference-count":35,"publisher":"IEEE","license":[{"start":{"date-parts":[[2022,11,26]],"date-time":"2022-11-26T00:00:00Z","timestamp":1669420800000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-029"},{"start":{"date-parts":[[2022,11,26]],"date-time":"2022-11-26T00:00:00Z","timestamp":1669420800000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-037"}],"funder":[{"DOI":"10.13039\/501100000266","name":"EPSRC","doi-asserted-by":"publisher","award":["EP\/V025724\/1"],"award-info":[{"award-number":["EP\/V025724\/1"]}],"id":[{"id":"10.13039\/501100000266","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022,11,26]]},"DOI":"10.1109\/iscmi56532.2022.10068482","type":"proceedings-article","created":{"date-parts":[[2023,3,21]],"date-time":"2023-03-21T19:49:06Z","timestamp":1679428146000},"page":"253-257","source":"Crossref","is-referenced-by-count":6,"title":["AI for Information Technology Operation (AIOps): A Review of IT Incident Risk Prediction"],"prefix":"10.1109","author":[{"given":"Salman","family":"Ahmed","sequence":"first","affiliation":[{"name":"Intelligent Systems Research Centre, Ulster University,Londonderry,Northern Ireland"}]},{"given":"Muskaan","family":"Singh","sequence":"additional","affiliation":[{"name":"Intelligent Systems Research Centre, Ulster University,Londonderry,Northern Ireland"}]},{"given":"Brendan","family":"Doherty","sequence":"additional","affiliation":[{"name":"Allstate NI,Data and Intelligent Systems,Belfast,Northern Ireland"}]},{"given":"Effirul","family":"Ramlan","sequence":"additional","affiliation":[{"name":"UCD School of Medicine, University College Dublin,Dublin 4,Ireland"}]},{"given":"Kathryn","family":"Harkin","sequence":"additional","affiliation":[{"name":"Allstate NI,Data and Intelligent Systems,Belfast,Northern Ireland"}]},{"given":"Damien","family":"Coyle","sequence":"additional","affiliation":[{"name":"Intelligent Systems Research Centre, Ulster University,Londonderry,Northern Ireland"}]}],"member":"263","reference":[{"key":"ref1","doi-asserted-by":"publisher","DOI":"10.1016\/j.procs.2018.11.063"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-64949-4_10"},{"key":"ref3","first-page":"5819","article-title":"Itsm automation-using machine learning to predict incident resolution category","author":"Costa","year":"2019","journal-title":"ITSM automation-Using machine learning to predict incident resolution category"},{"issue":"04","key":"ref4","article-title":"It help desk incident classification using classifier ensembles","volume":"9","author":"Paramesh","year":"2019","journal-title":"ICTACT Journal On Soft Computing"},{"key":"ref5","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2020.3032840"},{"key":"ref6","article-title":"The prisma 2020 statement: an updated guideline for reporting systematic reviews","volume":"372","author":"Page","year":"2021","journal-title":"BMJ"},{"key":"ref7","article-title":"I. of Electrical and E. Engineers","journal-title":"IEEE xplore"},{"key":"ref8","volume-title":"A. for Computing Machinery"},{"key":"ref9","volume-title":"W. of Science. Wos"},{"key":"ref10","volume-title":"Scopus"},{"key":"ref11","volume-title":"S. direct. Science direct"},{"key":"ref12","volume-title":"Google scholar"},{"key":"ref13","volume-title":"Easy referencing"},{"key":"ref14","volume-title":"The cost of downtime","year":"2020"},{"key":"ref15","doi-asserted-by":"publisher","DOI":"10.1002\/int.22701"},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.1109\/BigData.2018.8622446"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.1016\/j.jksuci.2019.04.001"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1109\/ICAC.2008.22"},{"key":"ref19","first-page":"195","article-title":"Machine learning based ticket classification in issue tracking systems","volume-title":"Proceeding Int. Conf. Artif. Intell. Comput. Sci.(AICS 2014)","author":"Altintas"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1147\/JRD.2016.2629318"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.23919\/CISTI.2018.8399244"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1007\/978-981-13-2514-4_28"},{"key":"ref23","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-46295-0_58"},{"key":"ref24","doi-asserted-by":"publisher","DOI":"10.1016\/j.mlwa.2021.100237"},{"key":"ref25","article-title":"Ticketing system: A descriptive research on the use of ticketing system for project management and issue tracking in it companies","author":"Aglibar","year":"2022","journal-title":"arXiv preprint"},{"issue":"5","key":"ref26","first-page":"4263","article-title":"The automated machine learning classification approach on telco trouble ticket dataset","volume":"16","author":"Yayah","year":"2021","journal-title":"Journal of Engineering Science and Technology"},{"key":"ref27","doi-asserted-by":"publisher","DOI":"10.1109\/ICIRCA51532.2021.9544916"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.35940\/ijeat.C2178.0210321"},{"key":"ref29","first-page":"198","article-title":"Evaluating the effectiveness of static word embeddings on the classification of it support tickets","volume-title":"Proceedings of the 30th Annual International Conference on Computer Science and Software Engineering","author":"Wahba","year":"2020"},{"key":"ref30","doi-asserted-by":"publisher","DOI":"10.1109\/ICRIIS53035.2021.9617077"},{"key":"ref31","doi-asserted-by":"publisher","DOI":"10.1109\/UBMK.2019.8907063"},{"key":"ref32","doi-asserted-by":"publisher","DOI":"10.24138\/jcomss.v17i1.1024"},{"key":"ref33","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-65218-0_27"},{"key":"ref34","doi-asserted-by":"publisher","DOI":"10.1088\/1742-6596\/2091\/1\/012041"},{"key":"ref35","doi-asserted-by":"publisher","DOI":"10.1002\/int.22701"}],"event":{"name":"2022 9th International Conference on Soft Computing & Machine Intelligence (ISCMI)","location":"Toronto, ON, Canada","start":{"date-parts":[[2022,11,26]]},"end":{"date-parts":[[2022,11,27]]}},"container-title":["2022 9th International Conference on Soft Computing & Machine Intelligence (ISCMI)"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/10068346\/10068435\/10068482.pdf?arnumber=10068482","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,2,13]],"date-time":"2024-02-13T13:25:24Z","timestamp":1707830724000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/10068482\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,11,26]]},"references-count":35,"URL":"https:\/\/doi.org\/10.1109\/iscmi56532.2022.10068482","relation":{},"subject":[],"published":{"date-parts":[[2022,11,26]]}}}