System for predicting and preventing escalations

Details System for predicting and preventing escalations System for predicting and preventing escalations

2005-05-06

2009-10-20

Baderman, Scott T (Department: 2114)

Error detection/correction and fault detection/recovery

Data processing system error or fault handling

Reliability and availability

C714S047300, C702S185000

Reexamination Certificate

active

07607046

ABSTRACT:
In one embodiment, a method and apparatus for predicting and preventing escalations is disclosed. The method includes generating a predictive model from analysis of historical defect data and corresponding historical escalation data, and applying the predictive model to current defect data to determine an escalation risk of the current defect data.

REFERENCES:
Bruckhaus, T., Ling, C.X., Madhavji, N.H., and Sheng, S. 2004. Software Escalation Prediction with Data Mining. Workshop on Predictive Software Models (PSM 2004), A STEP Software Technology & Engineering Practice.

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