一句话：提出将客户事件与系统事件关联，以准确及时地将客户事件分派给负责团队。
在云服务系统中，客户会向服务提供商报告遇到的问题。部分问题可由支持团队直接处理，但另一些难以解决，会升级为客户事件。客户事件的快速排障至关重要，因此需要将其准确、及时地分派给负责团队。论文标题表明，其核心思路是通过将客户事件与系统事件进行关联来实现高效分诊，利用系统侧事件信息辅助判断客户事件的责任归属。摘要未描述具体的关联方法、模型或算法，也未给出实验数据与效果指标，因此无法从摘要判断其准确率和效率提升。
In cloud service systems, customers will report the service issues they have encountered to cloud service providers. Despite many issues can be handled by the support team, sometimes the customer issues can not be easily solved, thus raising customer incidents. Quick troubleshooting of a customer incident is critical. To this end, a customer incident should be assigned to its responsible team accurately in a timely manner.
DOI 原文 ·
@inproceedings{paperbot5861,
title = {Efficient customer incident triage via linking with system incidents},
author = {Jiazhen Gu and Jiaqi Wen and Zijian Wang and Pu Zhao and Chuan Luo and Yu Kang and Yangfan Zhou and Li Yang and Jeffrey Sun and Zhangwei Xu and Bo Qiao and Liqun Li and Qingwei Lin and Dongmei Zhang},
booktitle = {FSE},
year = {2020},
doi = {10.1145/3368089.3417061}
}