Blogs (1) >>
ICSE 2019
Sat 25 - Fri 31 May 2019 Montreal, QC, Canada
Wed 29 May 2019 14:00 - 14:20 at Mansfield / Sherbrooke - DevOps and Logging Chair(s): Diomidis Spinellis

Online service systems have become increasingly popular. During operation of an online service system, incidents (unplanned interruptions or outages of the service) are inevitable. As an initial step of incident management, it is important to be able to automatically assign an incident report to a suitable team. We call this step incident triage, which can significantly affect the efficiency and accuracy of overall incident management. To better understand the incident-triage practice in industry, we perform an empirical study of incident triage on 20 real-world, large-scale online service systems in Microsoft. We find that incorrect assignment of incident reports occurs frequently and incurs unnecessary cost, especially for the incidents with high severity. For example, about 4.11% to 91.58% of incident reports are reassigned at least once and the average increment in incident-triage time caused by the reassignments is up to 10.16X. Considering the similarity between bug triage and incident triage, we then explore the applicability of typical bug-triage techniques to incident triage. The study results demonstrate that these bug-triage techniques are able to correctly assign incident reports to a certain extent, but still need to be improved, especially for the incident reports that are assigned incorrectly at the first time. We further discuss possible ways to improve the accuracy of incident-triage. To our best knowledge, we are the first to investigate incident triage in industrial practice. Our results are useful for both practitioners and researchers to develop methods and tools to improve the current incident-triage practice for online service systems.

Wed 29 May

icse-2019-Paper-Presentations
14:00 - 15:30: Papers - DevOps and Logging at Mansfield / Sherbrooke
Chair(s): Diomidis SpinellisAthens University of Economics and Business
icse-2019-Software-Engineering-in-Practice14:00 - 14:20
Talk
Junjie ChenPeking University, Xiaoting HeMicrosoft, Qingwei LinMicrosoft Research, China, Yong XuMicrosoft, China, Hongyu ZhangThe University of Newcastle, Dan HaoPeking University, Feng GaoMicrosoft, Zhangwei XuMicrosoft, Yingnong DangMicrosoft Azure, Dongmei ZhangMicrosoft Research, China
icse-2019-Software-Engineering-in-Practice14:20 - 14:40
Talk
Jieming ZhuHuawei Noah's Ark Lab, Shilin HeChinese University of Hong Kong, Jinyang LiuSun Yat-Sen University, Pinjia HeComputer Science and Engineering, The Chinese University of Hong Kong, Qi XieSouthwest Minzu University, Zibin ZhengSchool of Data and Computer Science, Sun Yat-sen University, Michael Lyu
icse-2019-Technical-Papers14:40 - 15:00
Talk
Anunay AmarConcordia University, Peter RigbyConcordia University, Montreal, Canada
icse-2019-Technical-Papers15:00 - 15:20
Talk
Zhenhao LiConcordia University, Tse-Hsun (Peter) ChenConcordia University, Jinqiu Yang , Weiyi (Ian) ShangConcordia University, Canada
icse-2019-Paper-Presentations15:20 - 15:30
Talk