RAG4Tickets: AI-Powered Ticket Resolution via Retrieval-Augmented Generation on JIRA and GitHub Data
This addresses the issue of inefficient ticket resolution for software development teams, but it is incremental as it applies existing RAG methods to a specific domain.
The paper tackled the problem of delayed ticket resolution in software teams due to fragmented knowledge across JIRA and GitHub by proposing a Retrieval-Augmented Generation framework, resulting in significant improvements in resolution accuracy, fix quality, and knowledge reuse as shown by experimental metrics like precision, recall, and resolution time reduction.
Modern software teams frequently encounter delays in resolving recurring or related issues due to fragmented knowledge scattered across JIRA tickets, developer discussions, and GitHub pull requests (PRs). To address this challenge, we propose a Retrieval-Augmented Generation (RAG) framework that integrates Sentence-Transformers for semantic embeddings with FAISS-based vector search to deliver context-aware ticket resolution recommendations. The approach embeds historical JIRA tickets, user comments, and linked PR metadata to retrieve semantically similar past cases, which are then synthesized by a Large Language Model (LLM) into grounded and explainable resolution suggestions. The framework contributes a unified pipeline linking JIRA and GitHub data, an embedding and FAISS indexing strategy for heterogeneous software artifacts, and a resolution generation module guided by retrieved evidence. Experimental evaluation using precision, recall, resolution time reduction, and developer acceptance metrics shows that the proposed system significantly improves resolution accuracy, fix quality, and knowledge reuse in modern DevOps environments.