Algorithm for searching semantically related JIRA issues to automate customer requests resolving
Abstract
The software sustaining phase is one of the essential stages of the software development life cycle. At this stage, customers can contact support and software engineers to solve any problems or issues arising during the operation of the software. The work is devoted to research in the field of software sustainment automation. An automated approach to solving customer requests is proposed, which consists in using the Doc2Vec algorithm to search for semantically similar resolved requests, as well as to find competent software engineers in the Jira issue tracking system. The proposed approach is implemented in a software tool for the automated analysis of unresolved customer requests and providing recommendations to help in solving each of them. The results compare the manual and automated approach to analyzing customer requests. The advantages of using the tool in the process of software product support are listed.