Service tickets early warning system
AssigneeIntelenz, Inc.
InventorRenzo Zagni
Life of this patent
Estimating the term…
Abstract
Service tickets early warning can include: storing a set of service tickets such that the service tickets are accessible by a set of interested individuals, each service ticket describing one or more service issues to be acted upon by one or more service agents; recording a set of parameters describing each of a set of accesses to the service tickets undertaken by one or more of the interested individuals; and generating an early warning of an urgency of one or more of the service tickets by extracting a set of features pertaining to the accesses and sorting the service tickets based on the features extracted.
Claims16
A service tickets warning system, comprising:
- a computing store for holding a set of service tickets, each service ticket describing one or more service issues to be acted upon by one or more service agents;
- a computing mechanism for generating an access log for holding a set of parameters describing each of a set of accesses to the service tickets undertaken by one or more of a set of interested individuals;
- and
- a computing mechanism for generating a warning of an urgency of one or more of the service tickets in response to the parameters recorded in the access log, wherein the computing mechanism for generating a warning comprises
- a first feature extractor for extracting a first set of features for each service ticket such that the first set of features are based on a first aspect of the accesses;
- a first ticket sorter for identifying which of the service tickets exhibits the urgency by clustering the service tickets based on the first set of features;
- a second feature extractor for extracting a second set of features for each service ticket such that the second set of features are based on a second aspect of the accesses;
- a second ticket sorter for identifying which of the service tickets exhibits the urgency by clustering the service tickets based on the second set of features;
- and
- an overlap detector for identifying one or more of the service tickets identified by both the first and second ticket sorters as the basis of the warning.
A method for service tickets warnings, comprising:
- storing a set of service tickets in a service tickets store such that the service tickets are accessible by a set of interested individuals, each service ticket describing one or more service issues to be acted upon by one or more service agents;
- recording a set of parameters in an access log describing each of a set of accesses to the service tickets store undertaken by one or more of the interested individuals;
- and
- generating a warning of an urgency of one or more of the service tickets in response to the parameters recorded in the access log, wherein generating a warning comprises
- extracting a first set of features for each service ticket from the parameters such that the first set of features are based on a first aspect of the accesses;
- identifying which of the service tickets exhibits the urgency by clustering the service tickets based on the first set of features;
- extracting a second set of features for each service ticket from the parameters such that the second features are based on a second aspect of the accesses;
- identifying which of the service tickets exhibits the urgency by clustering the service tickets based on the second set of features;
- and
- identifying one or more of the service tickets identified by both the first and second aspects of the accesses as the basis of the warning.
Dependencies are inferred from the claim text.