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

Most questions that reach an HPC help desk have already been answered in the center's user guides or in a ticket someone else filed last semester; users still file new tickets because the guides are hard to navigate and the ticket history is not theirs to search. We present an assistant that answers from both sources: an orchestrator calls two tools over the Model Context Protocol, retrieval-augmented generation (RAG) over the live documentation and a Llama-3-8B model fine-tuned with QLoRA on 11,244 query-resolution pairs mined from historical tickets, and merges their answers. Every model runs on-premises or on the university's hosted LLM service because ticket data may not leave the institution. On 400 held-out tickets from Purdue's Rosen Center for Advanced Computing, disjoint from training and free of near-duplicates, and evaluated by two judges from model families that generated none of the answers, fine-tuning on resolutions rewritten into self-service guidance is the clear winner in agreement with RCAC's resolutions (BERTScore F1 improves from 0.06 to 0.27 over the base model) and is judged most correct on average. The end-to-end system does not improve on its tools, although they are complementary: choosing the better answer per question would exceed either tool (judged correctness 3.41 versus 3.20, an oracle bound), while the merge follows the documentation tool in 78% of answers. Returning one tool's answer instead recovers the fine-tuned tool's quality (3.19 versus 2.66), but neither a learned selector nor an LLM verifier beats that tool alone.

Effective troubleshooting agents in enterprise customer support depend on retrieving actionable guidance from similar historical cases, yet existing retrieval-augmented generation (RAG) systems treat support cases as static documents and overlook their multi-stage, stateful nature. We introduce RAFT (Retrieval-Augmented Framework for Troubleshooting Agents), a stateful RAG framework that abstracts each closed historical case into a directed chain of timeline entries and retrieves at the entry level, surfacing cases whose intermediate states match the active case and returning the parent-case trajectory anchored at the matched state; an optional case-level graph links cases through a configurable similarity representation. We evaluate this retrieval layer directly, which, unlike evaluating a full agent system, requires no production deployment. Because public multi-stage troubleshooting data is extremely rare, we pair a synthetic benchmark built from Microsoft Learn Windows Server documentation with real Apache Jira issues carrying human-created duplicate labels. RAFT improves Case Hit over vanilla RAG and GraphRAG baselines at every stage of case progress, with statistically significant gains over the strongest baseline; the Jira results provide directional evidence that the advantage transfers to real case histories. We release our benchmark, implementation, and the Apache Jira evaluation set.

The demand for powerful instruction following and reasoning capability of large language models (LLMs) has promoted rapid development of retrieval-augmented generation (RAG). The RAG system assists LLM generation by retrieving chunks of query-fit supplementary knowledge from an external database. Conventional RAG systems, however, suffer from information insufficiency due to two factors, which are intent-agnostic retrieval and information fragmentation. Our work proposes a RAG framework, termed InSemRAG, that addresses these challenges via an iterative retrieve-and-check mechanism with two supporting modules, an intention-aware retriever (IAR) and semantics-preserving chunking (SPC). IAR implements a dynamic hybrid retrieval method that adaptively weights the retrieval channels based on the query intent, while SPC performs detection and reparation to the damaged evidence chunks to preserve the semantic integrity. To alleviate the computational latency brought by our iterative mechanism, we leverage small language models (SLMs). Extensive experiments across several benchmark datasets consistently demonstrate the competitiveness of our method against recent state-of-the-art RAG mechanisms. Particularly, our method achieves significant gains on multi-hop and evidence-sensitive tasks, with a 2.65-point improvement in F1 on HotPotQA and a 1.5-point increase in accuracy on FEVER. Our method also achieves competitive performance to Multi-Hop RAG with 4.32$\times$ lower latency with the utilization of SLM.