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Software as a Service (SaaS) with multi-tenancy architecture is a popular approach. To support a significant number of tenants, SaaS applications need be customizable to fulfill the various functional and quality requirements of individual tenants. This paper presents a unified and innovative multi-layered customization framework, to support and manage the(More)
IT problem management calls for quick identification of resolvers to reported problems. The efficiency of this process highly depends on ticket routing---transferring problem ticket among various expert groups in search of the right resolver to the ticket. To achieve efficient ticket routing, wise decision needs to be made at each step of ticket transfer to(More)
Software-as-a-Service (SaaS) often adopts multi-tenancy architecture (MTA). However, building a MTA SaaS application requires significant effort, either from scratch or using existing platforms such as Force.com or Google App Engine. This paper introduces EasySaaS — a SaaS development framework designed to simplify SaaS development. EasySaaS provides(More)
Workflows are widely used for representing business processes, web services, scientific experiments, and activities in daily life, like recipes. There is an increasing need for people to search a workflow repository using keywords and retrieve the relevant ones according to their interests. A workflow hierarchy is a three dimensional object containing(More)
Cloud computing and SaaS (Software-as-a-Service) received significant attention recently. Testing SaaS applications is important because many mission-critical applications will be deployed on the cloud. However, to the best of our knowledge, testing framework designed specifically for SaaS applications is not developed. The issue of testing the scalability(More)
Cloud computing often uses the multi-tenancy architecture where tenants share system software. To support dynamically increasing demands from multi-tenants, the cloud service providers have to duplicate computing resources to cope with the fluctuation of requests from tenants. This is currently handled by virtualization and duplication at the application(More)