用语义搜索重构20年超算支持工单，提升故障复用效率
FRAGATA: Semantic Retrieval of HPC Support Tickets via Hybrid RAG over 20 Years of Request Tracker History
- 融合现代检索技术与20年工单历史，实现跨语言、容错查询
- 在真实场景中显著优于原生搜索，支持增量更新无中断
- 适合超算中心运维团队快速定位历史故障解决方案
超算中心的技术支持团队历经数十年积累了大量已解决的故障记录，构成关键运营知识。加利西亚超算中心（CESGA）过去二十年使用请求追踪系统（Request Tracker, RT）管理这些记录，但其内置搜索功能存在明显缺陷，阻碍了支持人员的知识复用。本文提出Fragata系统，通过融合现代信息检索技术与完整的RT历史数据，实现无论语言、拼写错误或查询措辞如何，都能精准找到相关历史工单。该系统部署于CESGA基础设施，支持无服务中断的增量更新，并将最耗资源的阶段迁移至FinisTerrae III超算机处理。初步结果显示，系统在实际应用中相比原生搜索有显著的定性提升。
原文摘要 · Abstract (English)
The technical support team of a supercomputing centre accumulates, over the course of decades, a large volume of resolved incidents that constitute critical operational knowledge. At the Galician Supercomputing Center (CESGA) this history has been managed for over twenty years with Request Tracker (RT), whose built-in search engine has significant limitations that hinder knowledge reuse by the support staff. This paper presents Fragata, a semantic ticket search system that combines modern information retrieval techniques with the full RT history. The system can find relevant past incidents regardless of language, the presence of typos, or the specific wording of the query. The architecture is deployed on CESGA's infrastructure, supports incremental updates without service interruption, and offloads the most expensive stages to the FinisTerrae III supercomputer. Preliminary results show a substantial qualitative improvement over RT's native search.
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