Techniques for help desk management
AssigneeNovell, Inc.
InventorsTammy Anita Green, Stephen R. Carter, Scott Alan Isaacson, Eric W. B. Anderson
Life of this patent
Estimating the term…
Abstract
Techniques for help desk management are provided. A user's experience with a resource is captured via a rating. The rating is recorded along with other metrics associated with a processing environment of the user and proactive action taken in response to configuration or performance problems with the user.
Claims21
(canceled)
A method, comprising:
- collecting, by a processor, ratings assigned by users for their experience with a resource;
- obtaining, by the processor, other metrics when collecting the ratings, one or more of the other metrics are obtained with each rating and are associated with a different processing environment for a different user;
- correlating, by the processor, the ratings with the other metrics to identify one of:
- a performance problem and a configuration problem with the resource;
- and
- alerting, by the processor, a help desk to the problem.
The method of claim 8, wherein collecting further includes collecting at least some ratings via active solicitation and other ratings via user-initiated actions.
The method of claim 8, wherein collecting further includes identifying the resource as a portable and wireless device or system.
The method of claim 8, wherein correlating further includes analyzing comments associated with one or more of the ratings and the other metrics to assist in identifying the problem.
The method of claim 11 further comprising adding the comments to a repository that is subsequently analyzed after the problem is resolved to identify particular users that were timely and descriptive and ranking these particular users to give future comments supplied by these particular users more weight than other non-ranked users and their future comments.
The method of claim 8, wherein correlation further includes deriving a particular correlation in response to changes in historical data.
The method of claim 8, wherein alerting further includes increasing priority for the help desk to remedy the problem when one or more of the users are identified as high-priority users.
A method, comprising:
- receiving, by a processor, a rating associated with a resource, the rating associated with a user that interacts with the resource;
- identifying, by the processor, a second rating for the resource associated with a different user that interacted with the resource;
- analyzing, by the processor, the rating and the second rating to identify a problem associated with the resource;
- and
- sending, by the processor, a notification for the problem to a help desk.
A system, comprising:
- a service device;
- and
- a help desk management module operable to (i) execute on the service device;
- (ii) gather ratings assigned by users when interacting with a resource;
- (iii) identify a problem with the resource by analyzing the ratings;
- and (iv) communicate the problem for the resource to a help desk.
Dependencies are inferred from the claim text.