@inproceedings{e88dd02f42f84857a14eee8c9db39e18,
title = "Analysis of User-Support Tickets in the Lifetime of the Blue Waters System",
abstract = "We present an analysis of the collection of user support tickets created during nearly nine years of operation of the Blue Waters supercomputer. The analysis is based on information obtained from the Jira ticketing system and its corresponding queues. The paper contains a set of statistics showing, in quantitative form, the distribution of tickets across system areas. It also shows the computed metrics related to management of tickets by our staff. Additionally, we present an analysis, based on Machine Learning and Sentiment Analysis techniques, conducted over the text entered in tickets, targeting detecting trends on users' views and perspectives about the Blue Waters system. This kind of study, which is uncommon in the literature, could provide guidance for operators of future large systems about the expected volume of user support demanded by each system area, and about how to allocate support staff such that users receive the best possible assistance.",
keywords = "helpdesk, sentiment analysis, service ticket, ticketing system, user support, user ticket",
author = "Bauer, {Gregory H.} and Albert Bode and Brett Bode and Kramer, {William T.} and Mendes, {Celso L.} and Aaron Saxton",
note = "This research is part of the Blue Waters sustained-petascale computing project, which is supported by the National Science Foundation (awards OCI-0725070 and ACI-1238993), the State of Illinois, and as of December 2019, the National Geospatial-Intelligence Agency. Blue Waters is a joint effort of the University of Illinois Urbana-Champaign and its National Center for Supercomputing Applications.; 9th IEEE/ACM International Workshop on HPC User Support Tools, HUST 2022 ; Conference date: 13-11-2021 Through 18-11-2021",
year = "2022",
doi = "10.1109/HUST56722.2022.00008",
language = "English (US)",
series = "Proceedings of HUST 2022: 9th International Workshop on HPC User Support Tools, Held in conjunction with SC 2022: The International Conference for High Performance Computing, Networking, Storage and Analysis",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "20--28",
booktitle = "Proceedings of HUST 2022",
address = "United States",
}