All complaints are not created equal: text analysis of open source software defect reports

As the use of Open Source Software (OSS) systems increases in the corporate environment, it is important to examine the maintenance process of these projects. OSS projects allow end users to directly submit reports in case of any operational issues. Timely resolution of these defect reports requires effective management of maintenance resources. This study analyzes the usefulness of the textual content of the defect reports as an early indicator of their resolution time. Text Mining techniques are used to categorize defect reports of five OSS projects. Significant variation in the defect resolution time amongst the resulting categories, for each of the sample projects, indicates that a text based classification of defect reports can be useful in early assessment of resolution time before source code level analysis. Such technique can assist in allocation of sufficient maintenance resources to targeted defects and also enable project teams to manage customer expectations regarding defect resolution times.