I am a Data Scientist need `jira data` to predict the `Severity` of the ticket

Question

Hello All,

I used to be a jira admin for one of a forutue 500  company, which has huge number of projects say 5000 and huge data say 4+ millions of tickets. ( I am not working there now .. )

During my experience, it was always an issue to nail the Severity  of the ticket / bug/ production bug.

I am in the middle of changing my career to Data scientist . and I like to build a model which can predict the `Severity say 1 to 5` . I am looking for data from atlassian  jira so that once trained I can be easy  implemented for client who is using jira

Thanks for reading my question, you may not have any lead  for now .. when you find can you please add your comments

Cheers

Ramesh

Vivek Abushi · Answer

Hi @ramesh_babu NA,
Just curious about the work you mentioned above. How did it go? Do you mind throwing light on the technical details and blockers if any.

Thanks
Vivek

Bill Sheboy · Answer

Thanks for that information, and I respectfully suggest this is an education, intake, and level 0 support (self-help info) opportunity.

Usually support level 1 (help desk/call center) does not allow customers to set the severity.  The intake process asks questions which lead to the severity determination, often programmatically from information provided by the level 2/3 team.

And, with guided information of self-help and FAQs (level 0), many lower "severity" incidents are eliminated as customer education issues.

There are circumstances where intake leads to an incorrect severity.  Those may be caused by the development team providing incorrect assessment criteria at application turn-over to help desk people.  Over time, the number of those issues are reduced.

ramesh_babu NA · Answer

thanks @Gonchik Tsymzhitov ,

I am looking for tickets with Summary , Description, comments with `Severity` mapped accordingly . planning  to build all models what you have mentioned above + some neural networks

unless we build and train , we cannot depend on  any ML .

thanks

Ramesh