Ticket solver system

US10380519B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

• Arpan Shukla · Coppell, US
• Bhaskar Ghosh · Bengaluru, IN
• Rajendra T. Prasad · Kanchinakote, IN
• Vijayaraghavan Koushik · Kanchinakote, IN
• Siddharth Mehta · Mumbai, IN
• Priya Athreyee · Viralimalai, IN
• Sandeep Rathod · Mumbai, IN

Key dates

• Filing date: Mar 26, 2015
• Grant date: Aug 13, 2019
• Expiry date: Apr 2, 2038

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/0633
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A device may identify a ticket associated with an issue, a user associated with resolving the issue, and a particular business process including a particular business process step associated with the issue. The device may present information regarding a particular business process workflow, corresponding to the particular business process, associated with a business process steps. The device may identify the particular business process step from the business process steps, and may identify a particular technical solution corresponding to the particular business process step. The device may present information regarding a particular technical solution workflow, corresponding to the particular technical solution, associated with technical solution steps. The device may identify a particular technical solution step, from the technical solution steps, associated with resolving the issue. The device may update a resolution history based on identifying the particular business process, the particular business process step, and the particular technical solution step.