US 10,380,519 B2Granted

Ticket solver system

AssigneeAccenture Global Services Limited

InventorsArpan Shukla, Bhaskar Ghosh, Rajendra T. Prasad, Vijayaraghavan Koushik, Siddharth Mehta, Priya Athreyee, Sandeep Rathod

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Abstract

A device may identify a ticket associated with an issue, a user associated with resolving the issue, and a particular business process including a particular business process step associated with the issue. The device may present information regarding a particular business process workflow, corresponding to the particular business process, associated with a business process steps. The device may identify the particular business process step from the business process steps, and may identify a particular technical solution corresponding to the particular business process step. The device may present information regarding a particular technical solution workflow, corresponding to the particular technical solution, associated with technical solution steps. The device may identify a particular technical solution step, from the technical solution steps, associated with resolving the issue. The device may update a resolution history based on identifying the particular business process, the particular business process step, and the particular technical solution step.

Claims20

Dependent claims

A computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors, cause the one or more processors to:
tailor a user interface based on identifying at least one of:
a particular user,
a particular user device, or
a class associated with the particular user;
monitor a usage of an application;
determine whether one or more conditions, associated with the usage of the application, is satisfied;
generate a ticket based on the one or more conditions being satisfied;
output, via the tailored user interface, first output information based on generating the ticket,
the first output information being associated with presenting a business process workflow;
receive, via the tailored user interface and based on outputting the first output information, first input information,
the first input information being associated with identifying:
an issue associated with using the application to implement a business process,
the business process,
a process step associated with implementing the business process, and
a resolution step associated with implementing a technical solution workflow;
generate the business process workflow, corresponding to the business process, based on receiving, via the tailored user interface, the first input information and based on the one or conditions being satisfied;
output, via the tailored user interface, second output information,
the second output information being associated with presenting the technical solution workflow, and
the technical solution workflow being generated based on the first input information;
receive, via the tailored user interface, second input information,
the second input information being associated with identifying the resolution step based on outputting the second output information;
generate the technical solution workflow, corresponding to the process step associated with implementing the business process, based on receiving, via the tailored user interface, the second input information and based on the one or conditions being satisfied;
update a resolution history based on generating the technical solution workflow,
the resolution history identifying:
the issue,
the business process,
the process step,
the technical solution workflow, and
the resolution step;
and
update a knowledgebase based on updating the resolution history,
the updated knowledgebase including one or more steps of the technical solution workflow.

30 more elements

A method, comprising:

tailoring, by a device, a user interface based on identifying at least one of:
a particular user,
a particular user device, or
a class associated with the particular user;
monitoring, by the device, a usage of an application;
determining, by the device, whether one or more conditions, associated with the usage of the application, is satisfied;
generating, by the device, a ticket based on the one or more conditions being satisfied;
outputting, by the device via the tailored user interface, first output information based on generating the ticket,
the first output information being associated with presenting a business process workflow;
receiving, by the device via the tailored user interface and based on outputting the first output information, first input information,
the first input information being associated with identifying:
an issue associated with using the application to implement a business process,
the business process,
a process step associated with implementing the business process, and
a resolution step associated with implementing a technical solution workflow;
generating, by the device based on receiving, via the tailored user interface, the first input information and based on the one or more conditions being satisfied, the business process workflow corresponding to the business process;
outputting, by the device via the tailored user interface, second output information,
the second output information being associated with presenting the technical solution workflow, and
the technical solution workflow being generated based on the first input information;
receiving, by the device via the tailored user interface, second input information,
the second input information being associated with identifying the resolution step based on outputting the second output information;
generating, by the device based on receiving, via the tailored user interface, the second input information and based on the one or more conditions being satisfied, the technical solution workflow corresponding to the process step associated with implementing the business process;
updating, by the device based on generating the technical solution workflow, a resolution history,
the resolution history identifying:
the issue,
the business process,
the process step,
the technical solution workflow, and
the resolution step;
and
updating, by the device based on updating the resolution history, a knowledgebase,
the updated knowledgebase including one or more steps of the technical solution workflow.

29 more elements

A device, comprising:

a memory;
and
one or more processors to:
tailor a user interface based on identifying at least one of:
a particular user,
a particular user device, or
a class associated with the particular user;
monitor a usage of an application;
determine whether one or more conditions, associated with the usage of the application, is satisfied;
generate a ticket based on the one or more conditions being satisfied;
output, via the tailored user interface, first output information based on generating the ticket,
the first output information being associated with presenting a business process workflow;
receive, via the tailored user interface and based on outputting the first output information, first input information,
the first input information being associated with identifying:
an issue associated with using the application to implement a business process,
the business process,
a process step associated with implementing the business process, and
a resolution step associated with implementing a technical solution workflow;
generate the business process workflow, corresponding to the business process, based on receiving, via the tailored user interface, the first input information and based on the one or more conditions being satisfied;
output, via the tailored user interface, second output information,
the second output information being associated with presenting the technical solution workflow, and
the technical solution workflow being generated based on the first input information;
receive, via the tailored user interface, second input information,
the second input information being associated with identifying the resolution step based on outputting the second output information;
generate the technical solution workflow, corresponding to the process step associated with implementing the business process, based on receiving, via the tailored user interface, the second input information and based on the one or more conditions being satisfied;
update a resolution history based on generating the technical solution workflow,
the resolution history identifying:
the issue,
the business process,
the process step,
the technical solution workflow, and
the resolution step;
and
update a knowledgebase based on updating the resolution history,
the updated knowledgebase including one or more steps of the technical solution workflow.

32 more elements

Dependencies are inferred from the claim text.

Facts

Application: 14/669,330Filed 26 Mar 2015
Published: US 2016/0283889 A129 Sep 2016
Granted: 13 Aug 2019
Term ends: Not estimatedThe source records don’t support an estimate.

Classification3 codes

G06Q 10/063114
Scheduling, planning or task assignment for a person or group: status monitoring or status determination for a person or group
G06Q 10/0633
Operations research, analysis or management: workflow analysis
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial