System and method for incident processing through a correlation model
US8301613B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 20, 2010 |
| Grant date | Oct 30, 2012 |
| Priority date | — |
| Expiry date | Nov 12, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/103
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Disclosed is a method, system and a computer program for correlating an incident service ticket with an incident resource ticket. The method includes, in response to a creation of an incident service ticket in a certain service category; searching with a data processor for open incident resource tickets of the same or similar category; searching with the data processor based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items and, if both searches succeed, searching with the data processor found incident resource tickets ordered by time using found critical configuration items and, if a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket. The exemplary embodiments further provide that, if both searches do not succeed, or if a match is not found, obtaining input from a dependency tree for the business service configuration items and if no related service configuration items for the service category are identified then concluding the performance of the method, otherwise searching with the data processor found incident resource tickets ordered by time u…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.