LLM-Augmented Ticket Aggregation for Low-cost Mobile OS Defect Resolution
Mobile OS often exhibit defects due to their complexity and frequent updates, adversely affecting user experience. To resolve these defects, OS providers enlist beta users to test the OS. During testing, any defects encountered are recorded in tickets and reported back to the providers. However, the sheer volume of these tickets significantly challenges the efficiency of the ticket handling system, especially during the triage phase, where engineers assign tickets to appropriate development teams for resolution. Enhancing triage efficiency is possible by aggregating duplicate tickets related to the same defect, allowing simultaneous assignment of multiple tickets. Nonetheless, current ticket aggregation methods demand substantial labeled data for training, imposing a labor cost that hinders their practical implementation in production environments. To reduce this labor cost, we propose TixFusion, an LLM-augmented ticket aggregation framework. TixFusion employs unsupervised clustering to aggregate tickets, minimizing the need for labeled data, and integrates an LLM to extract discriminative information from tickets, improving aggregation accuracy. Extensive experiments using a dataset collected from the production environment of a top-tier global mobile OS provider H demonstrate that TixFusion outperforms existing methods while maintaining a low labor cost. Additionally, TixFusion has been deployed in H for over three months, processing more than 200,000 tickets, and has increased the processing speed of triage engineers by 3.78 times.
Tue 24 JunDisplayed time zone: Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna change
16:00 - 17:40 | LLM for SE 3Ideas, Visions and Reflections / Industry Papers / Demonstrations / Journal First at Cosmos 3A Chair(s): Maliheh Izadi Delft University of Technology | ||
16:00 20mTalk | LicenseGPT: A Fine-tuned Foundation Model for Publicly Available Dataset License Compliance Industry Papers JingwenTan School of Software Engineering, Sun Yat-Sen University, Gopi Krishnan Rajbahadur Centre for Software Excellence, Huawei, Canada, Zi Li Huawei China, xiangfu song Huawei Canada Research Centre, jianshan lin Huawei Technologies Co. Ltd, Dan Li Sun Yat-sen University, Zibin Zheng Sun Yat-sen University, Ahmed E. Hassan Queen’s University | ||
16:20 20mTalk | LLM-Augmented Ticket Aggregation for Low-cost Mobile OS Defect Resolution Industry Papers Yongqian Sun Nankai University, Bowen Hao Nankai University, Xiaotian Wang Nankai University, Chenyu Zhao Nankai University, Yongxin Zhao , Binpeng Shi Nankai University, Shenglin Zhang Nankai University, Qiao Ge Huawei Inc., Wenhu Li Huawei Inc., Hua Wei Huawei Inc., Dan Pei Tsinghua University | ||
16:40 20mTalk | On the Workflows and Smells of Leaderboard Operations (LBOps): An Exploratory Study of Foundation Model Leaderboards Journal First Zhimin Zhao Queen's University, Abdul Ali Bangash Queen's University, Filipe Cogo Centre for Software Excellence, Huawei Canada, Bram Adams Queen's University, Ahmed E. Hassan Queen’s University | ||
17:00 10mTalk | CodingGenie: A Proactive LLM-Powered Programming Assistant Demonstrations Sebastian Zhao University of California, Berkeley, Alan Zhu Carnegie Mellon University, Hussein Mozannar Microsoft Research, David Sontag MIT, Ameet Talwalkar Carnegie Mellon University, Valerie Chen Carnegie Mellon University | ||
17:10 10mTalk | Collaboration is all you need: LLM Assisted Safe Code Translation Ideas, Visions and Reflections Rabimba Karanjai University of Houston, Sam Blackshear Mysten Labs, Lei Xu Kent State University, Weidong Shi University of Houston | ||
17:20 20mTalk | Exploring Variable Potential for LLM-based Log Parsing Efficiency and Reduced Costs Ideas, Visions and Reflections Jinrui Sun Peking University, Tong Jia Institute for Artificial Intelligence, Peking University, Beijing, China, Minghua He Peking University, Yihan Wu National Computer Network Emergency Response Technical Team/Coordination Center of China, Ying Li School of Software and Microelectronics, Peking University, Beijing, China, Gang Huang Peking University |
Cosmos 3A is the first room in the Cosmos 3 wing.
When facing the main Cosmos Hall, access to the Cosmos 3 wing is on the left, close to the stairs. The area is accessed through a large door with the number “3”, which will stay open during the event.