{"id":672777,"date":"2020-07-07T13:26:04","date_gmt":"2020-07-07T20:26:04","guid":{"rendered":"https:\/\/www.microsoft.com\/en-us\/research\/?post_type=msr-research-item&#038;p=672777"},"modified":"2020-10-31T17:10:25","modified_gmt":"2020-11-01T00:10:25","slug":"scouts-improving-the-diagnosis-process-through-domain-customized-incident-routing","status":"publish","type":"msr-research-item","link":"https:\/\/www.microsoft.com\/en-us\/research\/publication\/scouts-improving-the-diagnosis-process-through-domain-customized-incident-routing\/","title":{"rendered":"Scouts: Improving the Diagnosis Process Through Domain-customized Incident Routing"},"content":{"rendered":"<p style=\"margin-top: 0px;max-width: 720px;color: #333333;font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol';font-size: medium;font-style: normal;font-weight: 400;letter-spacing: normal;text-align: start;text-indent: 0px;text-transform: none;background-color: #ffffff\">Incident routing is critical for maintaining service level objectives in the cloud: the time-to-diagnosis can increase by 10x due to mis-routings.\u00a0 Properly routing incidents is challenging because of the complexity of today&#8217;s data center (DC) applications and their dependencies. For instance, an application running on a VM might rely on a functioning host-server, remote-storage service, and virtual and physical network components. It is hard for any one team, rule-based system, or even machine learning solution to fully learn the complexity and solve the incident routing problem. We propose a different approach using per-team Scouts. Each teams&#8217; Scout acts as its gate-keeper &#8211; it routes relevant incidents to the team and routes-away unrelated ones. We solve the problem through a collection of these Scouts. Our PhyNet Scout alone &#8211; currently deployed in production &#8211; reduces the time-to-mitigation of 65%\u00a0<math xmlns=\"http:\/\/www.w3.org\/1998\/Math\/MathML\"><semantics><annotation encoding=\"application\/x-tex\"> <\/annotation><\/semantics><\/math>of mis-routed incidents in our dataset.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Incident routing is critical for maintaining service level objectives in the cloud: the time-to-diagnosis can increase by 10x due to mis-routings.\u00a0 Properly routing incidents is challenging because of the complexity of today&#8217;s data center (DC) applications and their dependencies. For instance, an application running on a VM might rely on a functioning host-server, remote-storage service, 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