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US 11,310,129 B1Granted
Distributing tickets from different support systems
AssigneeInternational Business Machines Corporation
InventorsGrzegorz Piotr Szczepanik, Piotr Kalandyk, Pawel Tadeusz Januszek, Michał Maciej Zalas
Life of this patent
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Abstract
A computer-implemented method includes: receiving, by a computing device, a Uniform Resource Locator (URL) from an agent device; extracting, by the computing device, information from the URL; assigning, by the computing device, a ticket to an agent based on the information from the URL and an agent registry; updating, by the computing device and in response to the assigning, a dispatch list; and notifying, by the computing device and in response to the assigning, the agent of the assigning the ticket to the agent.
Claims20
A method, comprising:
- receiving, by a computing device, a Uniform Resource Locator (URL) from an agent device, wherein the URL is provided responsive to a request for support by a user to a support system for a computing resource, the computing resource configured with a user interface, the request for support identifying the computing resource requiring support, and wherein the URL includes identifying information about the computing resource and an address of the computing device;
- extracting, by the computing device, information from the URL;
- assigning, by the computing device, a ticket to an agent selected from a plurality of agents assigned to support the computing resource based on the information from the URL and an agent registry, wherein the assigning is based on one or more dispatch rules, and wherein the agent registry includes data that define attributes of the plurality of agents assigned to support the computing resource;
- updating, by the computing device and in response to the assigning, a dispatch list;
- and
- notifying, by the computing device and in response to the assigning, the agent of the assigning the ticket to the agent.
3 more elements
A computer program product comprising one or more computer readable storage media having program instructions collectively stored on the one or more computer readable storage media, the program instructions executable to:
- receive plural different Uniform Resource Locators (URLs) from plural agent devices monitoring different channels of different computing resource support systems, wherein the URL is provided responsive to a request for support by a user to at least one of the different computing resource support systems, the at least one of the different computing resource support systems configured with a user interface, the request for support identifying the at least one of the different computing resources requiring support, and wherein the URL includes identifying information about the at least one of the different computing resources and an address of a dispatch server;
- and
- for each respective URL of the plural URLs:
- extract information from the respective URL;
- assign a ticket associated with the respective URL to a respective agent selected from a plurality of agents assigned to support the at least one of the different computing resource support systems associated with the respective URL based on comparing the information extracted from the respective URL to information in an agent registry, wherein the assigning is based on one or more dispatch rules, and wherein the agent registry includes data that define attributes of the plurality of agents assigned to support the different computing resource support systems;
- update, in response to the assigning, a dispatch list;
- and
- notify, in response to the assigning, the respective agent of the assigning the ticket to the respective agent.
5 more elements
A system comprising:
- a processor, a computer readable memory, one or more computer readable storage media, and program instructions collectively stored on the one or more computer readable storage media, the program instructions executable to:
- receive plural different Uniform Resource Locators (URLs) from plural agent devices monitoring different channels of different computing resource support systems, wherein the URL is provided responsive to a request for support by a user to at least one of the different computing resource support systems, the at least one of the different computing resource support systems configured with a user interface, the request for support identifying the at least one of the different computing resources requiring support, and wherein the URL includes identifying information about the at least one of the different computing resources and an address of a dispatch server;
- and
- for each respective URL of the plural URLs:
- extract information from the respective URL;
- assign a ticket associated with the respective URL to a respective agent selected from a plurality of agents assigned to support the at least one of the different computing resource support systems associated with the respective URL based on comparing the information extracted from the respective URL to information in an agent registry, wherein the assigning is based on one or more dispatch rules, and wherein the agent registry includes data that define attributes of the plurality of agents assigned to support the different computing resource support systems;
- update, in response to the assigning, a dispatch list;
- and
- notify, in response to the assigning, the respective agent of the assigning the ticket to the respective agent.
6 more elements
Dependencies are inferred from the claim text.