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DTSTAMP:20230124T171521Z
LOCATION:D221
DTSTART;TZID=America/Chicago:20221114T143500
DTEND;TZID=America/Chicago:20221114T150500
UID:submissions.supercomputing.org_SC22_sess464_ws_hust105@linklings.com
SUMMARY:Analysis of User-Support Tickets in the Lifetime of the Blue Water
 s System
DESCRIPTION:Workshop\n\nAnalysis of User-Support Tickets in the Lifetime o
 f the Blue Waters System\n\nBauer, Bode, Bode, Kramer, Mendes...\n\nWe pre
 sent an analysis of the collection of user-support tickets that were creat
 ed during nearly nine years of operation of the Blue Waters supercomputer.
  The analysis was based on information obtained from the Jira ticketing sy
 stem and its corresponding queues. The paper contains a set of statistics 
 showing, in quantitative form, the distribution of tickets across system a
 reas. It also shows the computed metrics related to management of the tick
 ets by our staff. Additionally, we present an analysis, based on Machine-L
 earning and Sentiment Analysis techniques, conducted over the text entered
  in tickets, aimed at detecting trends on users' views and perspectives ab
 out Blue Waters. This kind of study, which is uncommon in the literature, 
 could provide guidance for operators of future large systems about the exp
 ected volume of user support demanded by each system area, and about how t
 o allocate support staff such that users receive the best possible assista
 nce.\n\nSession Format: Recorded\n\nRegistration Category: Workshop Reg Pa
 ss
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