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Softtech, being a subsidiary of the largest private bank in Turkey, calledIsBank, receives an average of 350 issue reports from the field every day.Manually assigning the reported issues to the software development teams iscostly and cumbersome. We automate the issue assignments using data miningapproaches and share our experience gained by deploying the resulting system atSofttech/IsBank. Automated issue assignment has been studied in the literature.However, most of these works report the results obtained on open sourceprojects and the remaining few, although they use commercial, closed sourceprojects, carry out the assignments in a retrospective manner. We, on the otherhand, deploy the proposed approach, which has been making all the assignmentssince Jan 12, 2018. This presents us with an unprecedented opportunity toobserve the practical effects of automated issue assignment in the field and tocarry out user studies, which have not been done before in this context. Weobserve that it is not just about deploying a system for automated issueassignment, but also about designing/changing the assignment process around thesystem; the accuracy of the assignments does not have to be higher than that ofmanual assignments in order for the system to be useful; deploying such asystem requires the development of additional functionalities, such asdetecting deteriorations in assignment accuracies in an online manner andcreating human-readable explanations for the assignments; stakeholders do notnecessarily resist change; and gradual transition can help stakeholders buildconfidence.

Automated Issue Assignment: Results and Insights from an Industrial Case