iPACK is an innovative solution to the problem of identifying duplicate
tickets in cloud systems. Previous studies have mainly relied on textual
similarity between tickets to detect duplication. However, in a cloud
system, duplicate tickets can have semantically different descriptions
due to the complex service dependency of the system. To address this
issue, we propose iPACK, an incident-aware method that aggregates
duplicate tickets by combining the failure information between the
customer side (i.e., tickets) and the cloud side (i.e., incidents). We
extensively evaluated iPACK on three datasets collected from the
production environment of a large-scale cloud platform, Azure. The
experimental results demonstrate that iPACK can accurately and
comprehensively aggregate duplicate tickets, achieving an F1 score of
0.871 to 0.935, and outperforming state-of-the-art methods by 12.4% to
31.2%.