# US 10,319,124 B2 · Request resolution shaper in a networked system architecture > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,319,124 B2 - Document ID: US10319124B2 - Status: Granted - Kind: B2 - Application number: 15/597,935 - Filed: 2017-05-17 - Published: 2017-10-05 - Granted: 2019-06-11 - Earliest claimed: 2016-03-31 - Assignees: ServiceNow, Inc. - Applicants: ServiceNow, Inc. - Inventors: Abhijit Mitra; Mohan Konyala; Rampradeep Dodda - Web page: https://patentgrep.com/patent/US10319124B2 ## CPC - G06Q 10/06334: {using forecasting or predicting} - G06T 11/26: Drawing of charts or graphs - G06F 3/04817: using icons (graphical or visual programming using iconic symbols G06F8/34) - G06F 3/04845: for image manipulation, e.g. dragging, rotation, expansion or change of colour - G06F 3/14: Digital output to display device {; Cooperation and interconnection of the display device with other functional units} - G06Q 10/0633: Workflow analysis - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06T: IMAGE DATA PROCESSING OR GENERATION, IN GENERAL - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) ## Abstract An apparatus and related method are provided for generating a graphical display region for display of a plurality of pixels of a display device, comprising generating a timeline axis for display in the graphical display region, receiving requester event data for a plurality of requester events from a requester device relating to a request and storing the requester event data, including a time of occurrence for each requester event, and fulfiller event data for fulfiller events from a fulfiller device and storing the fulfiller event data, calculating a time scale for the timeline axis such that requester events and fulfiller events are displayable at a position along the timeline axis proportional to their respective time of occurrence, and a respective axial position for requester indicia representing the requester events and fulfiller indicia representing the fulfiller events at a position along the timeline axis proportional to their respective time of occurrence. ## Claims ### Claim 1 A system comprising: one or more processors; a memory storing instructions that, when executed by the one or more processors, are configured to cause the one or more processors to: receive requester event data, from a requester device, for one or more requester events relating to a request; receive fulfiller event data, from a fulfiller device, for one or more fulfiller events; calculate a time scale for a timeline axis to be displayed on a display, wherein the timeline axis provides an axis used to display: a first set of indicia corresponding to the one or more requester events; and a second set of indicia corresponding to the one or more fulfiller events; cause the timeline axis to be displayed on the display based at least in part on the time scale, wherein the first set of indicia is displayed on a requester side of the timeline axis, and wherein the second set of indicia is displayed on a fulfiller side of the timeline axis; predict predictive events that are expected to occur but have not yet occurred based at least in part on predictive criteria; and cause predictive indicia indicative of the predictive events to be displayed on the display. ### Claim 2 (depends on 1) The system of claim 1, wherein the predictive criteria comprises historical averages for completion of tasks corresponding to the predictive events. ### Claim 3 (depends on 1) The system of claim 1, wherein the predictive criteria comprises service level agreement rules. ### Claim 4 (depends on 3) The system of claim 3, wherein the service level agreement rules comprise a priority given to the request based on an account used to generate the request. ### Claim 5 (depends on 3) The system of claim 3, wherein the service level agreement rules comprise a timeliness requirement under a service level agreement. ### Claim 6 (depends on 1) The system of claim 1, wherein the request comprises a request for hardware, software, or a service, or any combination thereof. ### Claim 7 (depends on 1) The system of claim 1, wherein receiving the requester event data comprises receiving the request via a telephone call, an email, a chat application, a web form, or social media, or a combination thereof. ### Claim 8 (depends on 7) The system of claim 7, wherein receiving the requester event data comprises automatically capturing information in the request. ### Claim 9 (depends on 7) The system of claim 7, wherein receiving the requester event data comprises receiving manual entry of information about the request. ### Claim 10 (depends on 1) The system of claim 1, wherein the instructions are configured to cause the one or more processors to: detect a pointer hovering over an indicia of the first set of indicia or the second set of indicia; and responsive to the hovering over the indicia, display additional information about an event associated with the indicia. ### Claim 11 (depends on 10) The system of claim 10, the additional information comprises a hyperlink to information about the event, the requester device, a user of the requesting device, or communications related to the request, or a combination thereof. ### Claim 12 Non-transitory, computer-readable, and tangible medium storing instructions thereon that, when executed by a processor, are configured to cause the processor to: receive event data for events relating to a request; calculate a time scale for a timeline axis to be displayed on a display, wherein the timeline axis provides an axis used to display indicia corresponding to the event data; cause the timeline axis to be displayed on the display based at least in part on the time scale; cause the indicia on the timeline axis to be displayed on the display; predict predictive events that are expected to occur but have not yet occurred based at least in part on predictive criteria; and cause predictive indicia indicative of the predictive events to be displayed on the display. ### Claim 13 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein the indicia comprises a graphical indicator of a state of the request. ### Claim 14 (depends on 13) The non-transitory, computer-readable medium, and tangible medium of claim 13, wherein the state comprises an open state, a work-in-progress state, a problem state, a change stage, or a closed state. ### Claim 15 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein the indicia comprises a plurality of state indicators, and wherein calculating the time scale comprises evenly distributing the plurality of state indicators on the timeline axis. ### Claim 16 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein calculating the time scale comprises setting a predefined distance as a minimum separation between any two displayed event indicia of the indicia. ### Claim 17 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein calculating the time scale comprises setting a predefined distance as a minimum separation between any two displayed state indicia of the indicia. ### Claim 18 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein calculating the time scale comprises calculating of the time scale setting a first predefined distance as a minimum separation between any two displayed event indicia of the indicia, and a second predefined distance is a minimum separation between any two displayed state indicia of the indicia. ### Claim 19 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein calculating the time scale comprises: calculating a scale size to a size to fit all events in window having a set size; and determining that resizing is to occur; and responsive to determining that resizing is to occur, spanning the timeline axis outside of the window and enable panning to browse the timeline axis. ### Claim 20 (depends on 19) The non-transitory, computer-readable medium, and tangible medium of claim 19, wherein determining that resizing is to occur comprises determining that indicia are closer together than a threshold distance, or receiving a selection of a zoom option. ### Claim 21 (depends on 12) The non-transitory, computer-readable medium, and tangible medium of claim 12, wherein predicting predictive events comprises determining whether key performance indicators or metrics are predicted to be breached, and wherein the instructions are configured to cause the processor to change a status indicator responsive to the determination that the key performance indicators or metrics are predicted to be breached. ### Claim 22 (depends on 21) The non-transitory, computer-readable medium, and tangible medium of claim 21, wherein changing the status indicator comprises changing a color of the timeline axis, a color of the indicia, or rendering a new status indicator.