Automatic documentation of ticket execution
US8489941B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 3, 2009 |
| Grant date | Jul 16, 2013 |
| Priority date | — |
| Expiry date | May 20, 2031 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Techniques for automatically documenting activity data in connection with execution of a ticket are provided. The techniques include receiving activity data in connection with execution of a ticket, processing the activity data to generate an output, and appending the processed activity data output to the ticket for ticket enrichment. Techniques for identifying a wrong choice of resolution code in connection with a ticket are also provided. The techniques include analyzing one or more previous tickets to determine a category in which a ticket belongs, determining whether a user-defined code is in variance with a system-suggested code, and sending an alert to a system administrator if the user-defined code is different than the system-suggested code.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.