—Ticket annotation and search has become an
essential research subject for the successful delivery of IT
operational analytics. Millions of tickets are created yearly to
address business users’ IT related problems. In IT service desk
management, it is critical to first capture the pain points for a
group of tickets to determine root cause; secondly, to obtain the
respective distributions in order to layout the priority of
addressing these pain points. An advanced ticket analytics system
utilizes a combination of topic modeling, clustering and
Information Retrieval (IR) technologies to address the above
issues and the corresponding architecture which integrates of
these features will allow for a wider distribution of this
technology and progress to a significant financial benefit for the
system owner. Topic modeling has been used to extract topics
from given documents; in general, each topic is represented by a
unigram language model. However, it is not clear how to
interpret the results in an easily readable/understandable way
until now. Due to the inefficiency to render top concepts using
existing techniques, in this paper, we propose a probabilistic
framework, which consists of language modeling (especially the
topic models), Part-Of-Speech (POS) tags, query expansion,
retrieval modeling and so on for the practical challenge. The
rigorously empirical experiments demonstrate the consistent and
utility performance of the proposed method on real datasets.