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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)
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)
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)
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)
Uncertain data widely exists in various applications due to several reasons. First, data generated by automated information extraction and data analysis tools is error-prone [5]. Second, data integrated from various sources is often uncertain or even conflicting, depending on the trustworthiness of its sources and the quality of the data mapping procedures(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)
Software-as-as-Service (SaaS) is a new approach for developing software, and it is characterized by its multi-tenancy architecture and its ability to provide flexible customization to individual tenant. However, the multi-tenancy architecture and customization requirements have brought up new issues in software, such as database design, database partition,(More)