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BPM
2010
Springer
128views Business» more  BPM 2010»
13 years 5 months ago
Content-Aware Resolution Sequence Mining for Ticket Routing
Ticket routing is key to the efficiency of IT problem management. Due to the complexity of many reported problems, problem tickets typically need to be routed among various expert ...
Peng Sun, Shu Tao, Xifeng Yan, Nikos Anerousis, Yi...
DKE
2010
136views more  DKE 2010»
13 years 3 months ago
Application integration on the user interface level: An ontology-based approach
Integration of software applications can be achieved on different levels: the data level, the business logic level, and the user interface level. Integration on the user interface ...
Heiko Paulheim, Florian Probst