@article{VLDB-2008-ShaoCTYA,
	author        = "Qihong Shao and Yi Chen and Shu Tao and Xifeng Yan and Nikos Anerousis",
	ee            = "http://www.vldb.org/pvldb/1/1454193.pdf",
	journal       = "{Proceedings of the VLDB Endowment}",
	number        = 2,
	pages         = "1436--1439",
	title         = "{EasyTicket: a ticket routing recommendation engine for enterprise problem resolution}",
	volume        = 1,
	year          = 2008,
}