Ticket troubleshooting refers to the process of analyzing and resolving problems that are reported through a ticketing system. In large organizations offering a wide range of services, this task is highly complex due to the diversity of submitted tickets and the need for specialized domain knowledge. In particular, troubleshooting in telecommunications (telecom) is a very time-consuming task as it requires experts to interpret ticket content, consult documentation, and search historical records to identify appropriate resolutions. This human-intensive approach not only delays issue resolution but also hinders overall operational efficiency. To enhance the effectiveness and efficiency of ticket troubleshooting in telecom, we propose TeleDoCTR, a novel telecom-related, domain-specific, and contextual troubleshooting system tailored for end-to-end ticket resolution in telecom. TeleDoCTR integrates both domain-specific ranking and generative models to automate key steps of the troubleshooting workflow which are: routing tickets to the appropriate expert team responsible for resolving the ticket (classification task), retrieving contextually and semantically similar historical tickets (retrieval task), and generating a detailed fault analysis report outlining the issue, root cause, and potential solutions (generation task). We evaluate TeleDoCTR on a real-world dataset from a telecom infrastructure and demonstrate that it achieves superior performance over existing state-of-the-art methods, significantly enhancing the accuracy and efficiency of the troubleshooting process.

翻译：工单故障排查是指通过工单系统对上报的问题进行分析与解决的过程。在提供广泛服务的大型组织中，由于提交工单的多样性以及所需专业领域知识的复杂性，该任务极具挑战性。特别是在电信领域，故障排查是一项极其耗时的任务，因为它要求专家解读工单内容、查阅文档并搜索历史记录以确定合适的解决方案。这种高度依赖人工的方法不仅会延迟问题解决，还会阻碍整体运营效率。为提升电信领域工单故障排查的效能与效率，我们提出了TeleDoCTR，一种新颖的、面向电信领域、具备领域特定性及上下文感知能力的故障排查系统，专为电信端到端工单解决而设计。TeleDoCTR集成了领域特定的排序模型与生成模型，以自动化故障排查工作流中的关键步骤，包括：将工单路由至负责解决的相应专家团队（分类任务）、检索上下文及语义相似的历史工单（检索任务），以及生成详细的问题分析报告，其中概述问题、根本原因及潜在解决方案（生成任务）。我们在来自电信基础设施的真实数据集上对TeleDoCTR进行了评估，结果表明其性能优于现有最先进方法，显著提升了故障排查过程的准确性与效率。