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

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- Number: US 12,602,280 B2
- Document ID: US12602280B2
- Status: Granted
- Kind: B2
- Application number: 18/483,016
- Filed: 2023-10-09
- Published: 2025-04-10
- Granted: 2026-04-14
- Earliest claimed: 2023-10-09
- Assignees: International Business Machines Corporation
- Applicants: International Business Machines Corporation
- Inventors: Karan Bhukar; Harshit Kumar; Amar Prakash Azad; Sachindra Joshi
- Web page: https://patentgrep.com/patent/US12602280B2

## CPC

- G06F 11/0793: {Remedial or corrective actions (recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40)}
- G06Q 10/063112: {Skill-based matching of a person or a group to a task}
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- 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

## 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.

## Claims

### Claim 1

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.

### Claim 2 (depends on 1)

The system of claim 1, wherein the first content is included in information initially compiled regarding the issue.

### Claim 3 (depends on 1)

The system of claim 1, wherein the issue is an event in an information technology system.

### Claim 4 (depends on 1)

The system of claim 1, wherein the recommend entity component is further configured to:
identify fourth content, wherein the fourth content is generated in a digital conversation between the first entity and the second entity, wherein the digital conversation pertains to resolving the issue;
based on the fourth content, identify a third entity to partake in resolving the issue; and
assign the third entity to join the first entity and the second entity in resolving the issue.

### Claim 5 (depends on 4)

The system of claim 4, the computer-executable components further comprising a summary component configured to:
identify a first time, wherein the first time is a time at which the third entity was assigned to resolving the issue;
identify a second time, wherein the second time is the time at which resolution of the issue was initiated;
determine activities performed by the first entity and the second entity in resolving the issue between the first time and the second time;
generate a summary of the activities performed by the first entity and the second entity between the first time and the second time; and
provide the third entity with the summary.

### Claim 6 (depends on 5)

The system of claim 5, wherein the summary component is further configured to:
receive an operational role of the third entity; and
configure the summary based on the operational role of the third entity.

### Claim 7 (depends on 4)

The system of claim 4, wherein the first entity, the second entity, and the third entity comprise a group of entities assigned to resolve the issue, wherein the computer-executable components further comprise a revoke entity component configured to:
further monitor the digital conversation between the group of entities to identify a period of time for which the first entity in the group of entities has not partaken in the digital conversation;
determine whether the period of time exceeds a threshold period of time; and
based on the period of time exceeds the threshold period of time, remove the first entity from the group of entities.

### Claim 8 (depends on 7)

The system of claim 7, wherein the recommend entity component is further configured to:
further monitor the digital conversation between the second entity and third entity;
determine the digital conversation pertains to the first entity; and
re-assign the first entity to the group of entities resolving the issue.

### Claim 9 (depends on 8)

The system of claim 8, wherein the summary component is further configured to:
identify a third time, wherein the third time is a time at which the first entity removed from the group of entities was assigned to resolving the issue;
identify a fourth time, wherein the fourth time is a current time of resolving the issue by the second entity and the third entity;
determine activities performed by the second entity and the third entity in resolving the issue between the third time and the fourth time;
generate a second summary of the activities performed by the second entity and the third entity between the third time and the fourth time; and
provide the first entity with the second summary.

### Claim 10 (depends on 4)

The system of claim 4, wherein the first entity, the second entity, and the third entity comprise a group of entities assigned to resolve the issue, wherein the computer-executable components further comprise a revoke entity component configured to:
further monitor the digital conversation between the group of entities to identify a number of consecutive messages in the digital conversation during which the first entity in the group of entities did not generate a message in the digital conversation;
determine whether the number of consecutive messages exceeds a threshold number of messages; and
based on the number of consecutive messages exceeds the threshold number of messages, remove the first entity from the group of entities assigned to resolving the issue.

### Claim 11

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.

### Claim 12 (depends on 11)

The computer-implemented method of claim 11, further comprising:
monitoring activity of the first entity and the second entity in attempting to resolve the issue;
comparing activity of the second entity in attempting to resolve the issue;
determining the second entity is no longer engaged in attempting to resolve the issue; and
revoking engagement of the second entity in resolving the issue.

### Claim 13 (depends on 11)

The computer implemented method of claim 11, wherein the determination of the second entity is no longer engaged in attempting to resolve the issue is based on at least one of a period of inactivity or amount of digital content generated.

### Claim 14 (depends on 11)

The computer implemented method of claim 11, further comprising:
determining an engagement time, wherein the engagement time is a time at which the second entity joined the first entity in attempting to resolve the issue;
determining unobserved activity undertaken by the first entity between initiation of resolving the issue and the engagement time, wherein the unobserved activity is activity performed by at least the first entity in resolving the issue;
generating a summary of the unobserved activity; and
providing the summary of the unobserved activity to the second entity.

### Claim 15

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.

### Claim 16 (depends on 15)

The computer program product according to claim 15, wherein the operations further comprise:
monitoring activity of the first entity and the second entity in attempting to resolve the issue;
comparing activity of the second entity in attempting to resolve the issue;
determining the second entity is no longer engaged in attempting to resolve the issue; and
revoking engagement of the second entity in resolving the issue.

### Claim 17 (depends on 15)

The computer program product according to claim 15, wherein the operations further comprise: determining an engagement time, wherein the engagement time is a time at which the second entity joined the first entity in attempting to resolve the issue; determining unobserved activity undertaken by the first entity between initiation of resolving the issue and the engagement time, wherein the unobserved activity is activity performed by at least the first entity in resolving the issue; identifying an operational role of the second entity; generating a summary of the unobserved activity, wherein the summary is generated based on the operational role of the second entity; and providing the summary of the unobserved activity to the second entity.