Abstract

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.

Keywords: Retrieval-Augmented Generation (RAG); Semantic Search; FAISS; Sentence Transformers; CodeBERT; Knowledge Reuse; Automated Ticket Resolution; Large Language Models (LLMs); JIRA, GitHub; DevOps Automation; Context-Aware Retrieval; Embedding Indexing; Explainable AI; Software Maintenance; Developer Productivity; Hybrid Retrieval; Data Drift; Hallucination Mitigation; AI-Augmented Triage

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Citation

Mohammad Baqar. “RAG4Tickets: AI-Powered Ticket Resolution via Retrieval-Augmented Generation on JIRA and GitHub Data". Clareus Scientific Science and Engineering 2.10 (2025): 20-31.

Copyright

© 2025 Mohammad Baqar. Licensee Clareus Scientific Publications. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license.