US 12,602,280 B2 · Entity assignment in automated issue resolution

Abstract

Various systems and methods are presented herein regarding automatically identifying one or more entities to for assignment to resolving an issue and/or removing an entity from a group of entities assigned to resolve the issue. The issue can relate to an information technology/computer-based environment. The entities can be subject matter experts, having expertise identified to be related to the issue. A summary of the issue and activity relating to resolving the issue can be automatically generated and supplied to an entity who is being onboarded after the project is underway to resolve the issue. By implementing automated assignment/removal of entities, efficiency of the resolution is improved.

Claims17

Dependent claims

A system, comprising:

a memory operatively coupled to the system, wherein the memory stores computer executable components;
and
a processor that executes the computer executable components stored in the memory, wherein the computer executable components comprise:
an initial entity component configured to:
identify first content pertaining to an issue;
based on the first content, identify second content in at least one prior issue resolution, wherein the first content and the second content are similar;
identify a first entity associated with second content;
assign the first entity to initiate a process for resolving the issue;
and
a recommend entity component configured to:
identify third content pertaining to the issue, wherein the third content is a digital entry submitted by the first entity while attempting to resolve the issue;
based on the third content, identify a second entity to partake in resolving the issue;
and
assign the second entity to resolve the issue.

11 more elements

A computer-implemented method performed by a device operatively coupled to a processor, wherein the method comprising:

identifying a first entity to initiate resolving a current issue, wherein the first entity is identified based on a prior issue to which the first entity was previously assigned is similar to the current issue;
assigning the first entity to initiate resolving the current issue wherein the current issue relates to performance of an information technology operation;
and
parsing digital content created by the first entity while attempting to resolve the issue;
reviewing one or more prior activities, wherein the one or more prior activities involve a second entity;
determining the one or more prior activities relate to the digital content;
and
recommending the second entity assist the first entity in resolving the issue.

5 more elements

A computer program product stored on a non-transitory computer-readable medium and comprising machine-executable instructions, wherein, in response to being executed, the machine-executable instructions cause a machine to perform operations, comprising:

identifying a first entity to initiate resolving a current issue, wherein the first entity is identified based on a prior issue to which the first entity was previously assigned is similar to the current issue;
and
assigning the first entity to initiate resolving the current issue wherein the current issue relates to performance of an information technology operation;
parsing digital content created by the first entity while attempting to resolve the issue;
reviewing one or more prior activities, wherein the one or more prior activities involve a second entity;
determining the one or more prior activities relate to the digital content;
and
recommending the second entity assist the first entity in resolving the issue.

5 more elements

Dependencies are inferred from the claim text.

Entity assignment in automated issue resolution

Life of this patent

Entity assignment in automated issue resolution

Life of this patent

Abstract

Claims17