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Intelligent Issue Assignment and Staff Efficiency Evaluation in Enterprise Issue Tracking System
| International Journal of Computer Applications |
| Foundation of Computer Science (FCS), NY, USA |
| Volume 187 - Number 121 |
| Year of Publication: 2026 |
| Authors: Ritu Dagar, Naman Jain, Satwik Verma, Vaibhav Saini |
10.5120/ijca9683f60c8894
|
Ritu Dagar, Naman Jain, Satwik Verma, Vaibhav Saini . Intelligent Issue Assignment and Staff Efficiency Evaluation in Enterprise Issue Tracking System. International Journal of Computer Applications. 187, 121 ( Jun 2026), 34-39. DOI=10.5120/ijca9683f60c8894
Abstract
In big companies, internal problems with the IT support, system maintenance and service requests are often reported. So, the conventional way of resolving these problems is through manual communication means like emails, spreadsheets or face-to-face interaction often causes delays in issue resolution, inadequate tracking and also unequal workload distribution. In the case of enterprise environments, they also have issue trackers that are in use to handle issues well. This paper, proposes IntelliTrack, an intelligent issue tracking system, designed to assist the organization to automate the issue assignment process. The system presents an algorithm of Priority-Weighted Staff efficiency which measures the priority of issues, the amount of work the staff have to do and the past performance of the staff to allocate the issue to the most appropriate staff. The system proposed will be able to create a centralized place for reporting, tracking and resolving issues, hence balancing workloads and increasing efficiency in issue handling.
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