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Journal : applied technology and computing science journal

Automatic Issue Classification Feature and Generative Standard Operating Procedure in IT Helpdesk Application PKG V2 at PT. Petrokimia Gresik Hardian, Shera Zahra Alya Nasywa; Sukaridhoto, Sritrusta; Prasetyo, Joko
TEKNOLOGI DITERAPKAN DAN JURNAL SAINS KOMPUTER Vol 8 No 1 (2025): June
Publisher : Universitas Nahdlatul Ulama Surabaya

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Abstract

Effective Information Technology (IT) incident management is a crucial need in large-scale enterprise environments such as PT Petrokimia Gresik. Therefore, this final project develops an automated issue prioritization classification feature and an AI-based generative solution mechanism within the Helpdesk TI PKG V2 application. By utilizing the Naïve Bayes algorithm for issue classification and integrating the ChatGPT API for automated SOP-based solution generation, the system aims to overcome the limitations of previous manual processes. The expected outcomes include improved efficiency in incident handling, higher accuracy in prioritization, and faster responses through relevant and informative solutions. During testing, the incident classification model demonstrated satisfactory performance, particularly in identifying extreme urgency levels. Additionally, the automatically generated SOP solutions proved to be relevant and aligned with internal handling procedures. The system is evaluated through functional testing and user acceptance testing to ensure its optimal implementation in a dynamic and complex work environment.
Co-Authors A.A. Ketut Agung Cahyawan W Aditya Nuraminudin Aziz Aguestien, Lusiana Agusta Dian Ellina Agustien, Lusiana Agustin Widyowati Ahmad Khairul Umam Ahmad Walid Hujairi Aji Sukoco Aleq, Nur Amar, Munif Anang Lastriyanto ANGGRAINI RETNO SUSANTY, RESTY Anggraini, Desma Anhar R. Antariksawan, Anhar R. Anis Kurli, Anis Arif Wijaya Aris Nurhidayat, Aris Ary Mustofa Ahmad As'ari, Hasyim Asnuddin, Asnuddin Atik Setiawan Wahyuningsih AYU MEGAWATI S, PUTRI A’yun, Sofa Qurrata Bachtiar Efendi, Bachtiar Bambang Dwi Argo Billy Anoraga, Aditya Birroudhoh, Fiqhiyah Budi Utomo Byba Melda Suhita Cahyono, Ibnu Chandra Halim Cholid, Fery Abdul Cipta Ginting, Cipta Darjati, Darjati Darmanto Darmanto Darwis, Nirmawati Darwis, Raodatul Jannah Deny Fardiansyah Putra Deva Vanola Dewi, Berlian Kusuma Dian, Eko Didik Nurhadi Dimas Ardiansyah Dita, Janny Djodjok Soepardjo Dwi Purnomo Dwi Retnoningsih Edy Sumarno, Edy Efendi, Chosmas Efri, Efri Eko Handoyo Endah Tri Kusumawati, Dini Erika Selphie Damayanti Fahrul Hardiansyah, Fadilah Faishol, Faris Faizatul Amalia, Faizatul Fatah, Nur Alim Fatmawati, Fatmawati Fauzi, Rachmad Pratama Fauzia, Dita Nur Ferry Kriswandana Fithriani, Zainun Wahida Fitriani Fitriani Fitriawati, Julin Dwi Fuad Ardiyansyah Gunomo Djoyowasito Gustian, Citra Indra Hamdan Tri Atmaja Hanla, Hanla Happi, M Hardi, Gilar Wisnu Hardi Hardian, Shera Zahra Alya Nasywa Hari, Nirwana Haidar Hasriadi Mat Akin Haswita, Haswita herinur Cahyanto Herpiah, Herpiah Hidayat, Ichwan I GEDE SWIBAWA, I GEDE Indasah Indasah Indriani, Rosa Ismu Handoyo Ivayani, Ivayani JANNAH, MARIFATUL Johor, Wan Saiful Bahari Bin Wan JUNAIDI Juniar, Nur Baitullah Kartika Yurlisa, Kartika Khoironi Khoironi, Khoironi KHOIRUNNISA, KARIMAH Khusniawati, Rahma Kiri, Hendjels A. Kiswanta Kiswanta, Kiswanta Korjesin, Jeane Westy Korwa, Dina Laura Kristiya , Dony Kristiya Marta, Dony Kurniawan, Adam Fajar Kus Hendarto, Kus Kusumawardani, Nila Lantasary, Mira Dwi Lazuardy Tembang, Lazuardy Lestari Wibowo Lisna lumban Touruan, Sari Artauli Mahyuvi, Tata Mayasari, Nabilla Miftachul Amri Muchsin Saggaff Shihab Muhamad Andrian Muhamad Arief Yulianto Muhammad Kharis Muhammad Nurdin Muhammad Ridwan Na'im Mukaromah, Sintya Laylie Mukhofi, Lutfi Mulya Juarsa Mulyono, Artisari Murdiati, Fransisca Sri Musthofa Luthfi Nasihun, Fidyawati Nisa’, Chilyatun Nissa Noor Annashr, Nissa Nur hidayatullah, Nur Nurdin, Sulkifli Nurdina Nurdina Nurhilmiah, Tia Nurjanah, Suci Nurkalam, Haikal Nurwijayanti Nyoto Nyoto, Nyoto Parastuti Permadi, Bayu Prambudi, Aldi Indra Pranata, Heru Prasetya, Fika Indah Pratama, Virginiawan Tirta Angga Pratita, Ina Ika Prima Dewi Kusumawati Puspita, Adelia Rachmatulaili Radix Suharjo Rafidha Kasyim, Ria Rahmania Ambarika Rahmawati, Ainur Ramadani, Sari Ramadhani, Fathia Ratna Wardani Reni Yuli Astutik Rifky Zulkarnaen, Muhammad Riswinda Azzahra, Zavira Rom Adonie, Lulu Rusdi Evizal S.Pd. M Kes I Ketut Sudiana . Sa'diyah, Nyimas Saefudin Saefudin Sandra Sandra Santika, I Made Santoso, Shelfi Retnani Putri Sasmito, Priyo Seran, Adriyani Nahak Setiyawan, Danang Ary Shelfi Dwi Retnani Putri Santoso Sholichah, Nofiana farhatus Sholikhah, Marwatus Sinambela, Sunggulan Singgih, Singgih SITI ROHMAWATI Subekti, Dedi Eko Sudi Pramono . Susilo, Tarsisius Suskandini Ratih Dirmawati Syamsurijal AK Titik Nur Aeny Titis Sulistyowati Tri Maryono Tri Rijanto Uly, Richal Grace Zefanya Wahyu Sudrajat Wahyuananto Agung Nugroho Wahyunanto Agung Nugroho Wahyuni, Ira Trio Wardanengsih, Ery Widodo, Roni Agus Wijaya, Bagod Asturyno Wilda Rezki Pratiwi Winani, Winani Wiwin Sumiya Dwi Yamika Wuryanto Wuryanto Yadi, Rahman Yammar, Yammar Yenny Puspitasari Yessi Rahmawati Yogi Bagus Adhimas Yuli Peristiowati, Yuli Yulianti, Desak Made Yuly Peristiowati Yuwono, Trisno Zakaria Wahab Zaqlul Iqbal