Problem ticket cause allocation
US8028197B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 25, 2009 |
| Grant date | Sep 27, 2011 |
| Priority date | — |
| Expiry date | Mar 18, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided for problem ticket resolution. A resolution component allocates a cause for each problem ticket, assigned by resolution teams to root cause clusters, to systems based on historical records that identify one of multiple historical systems as a cause for each historical problem ticket. If a corresponding number of causes allocated to a system is a predetermined amount greater than a corresponding historical number of causes allocated to the system, the resolution component may output a notification to a user interface to prompt a management action regarding the system, access a report associated with the system and output a notification to the user interface to prompt a management action regarding the system based on the report, or assign a set of problem tickets allocated to the system to a resolution team.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.