Identification of incident required resolution time
US11601347B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 31, 2020 |
| Grant date | Mar 7, 2023 |
| Priority date | — |
| Expiry date | Oct 22, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L41/16
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system to provide end users with recommendations on improving the quality of the incident management process is provided. A computer device identifies a set of historical incident reports, wherein the historical incident reports identify: (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve. The computing device trains a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve based, at least in part, on the identified set of historical incident reports. The computing device assigns a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.