Problem management record profiling
US9508062B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 3, 2013 |
| Grant date | Nov 29, 2016 |
| Priority date | — |
| Expiry date | Apr 28, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/20
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
According to embodiments of the invention a method for servicing a problem management record are provided. The method may include creating a problem management record profile from information provided in a problem management record, wherein the information includes characteristics of a client computer system and symptoms of a problem. The method may also include comparing the profile to profiles of previously resolved problem management records to find a profile having at least one matching. The method may also include contrasting information used to obtain a solution to a problem of the previously resolved problem management record to the information provided in the problem management record, wherein information used to obtain a solution which is not provided in the information provided in the problem management record is classified as additional information. The method may also include collecting the additional information, wherein collecting includes searching documentation of the client computer system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.