FRAGATA: Semantic Retrieval of HPC Support Tickets via Hybrid RAG over 20 Years of Request Tracker History

TL;DR

Fragata is a semantic search system that enhances retrieval of HPC support tickets by combining modern IR techniques with decades of RT history, improving over native search.

Contribution

It introduces a hybrid RAG-based system for semantic retrieval of support tickets, capable of handling multilingual queries, typos, and incremental updates in a supercomputing environment.

Findings

Substantial qualitative improvement over RT's native search.

Supports multilingual queries and typo tolerance.

Deployed on CESGA's infrastructure with incremental update capability.

Abstract

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.