Work assignment queue elimination
AssigneeBMC Software, Inc.
InventorsThomas L. ADRIAN, Sun Chun CHU, Steve WONG, Mark THOMPSON, Jek WONG, Artemois TAVOULARIS, Cedric YOUNG
Life of this patent
Estimating the term…
Abstract
Described is a method for work assignment queue elimination. The method includes maintaining at least one data structure including an ordered list of ticket assignment rules and assignment result metrics, receiving a ticket indicating a system problem, assigning the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics, collecting metrics based on the ticket assignment, and revising the assignment result metrics based on the collected metrics.
Claims20
A method comprising:
- maintaining at least one data structure including an ordered list of ticket assignment rules and assignment result metrics;
- receiving a ticket indicating a system problem;
- assigning the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics;
- collecting metrics based on the ticket assignment;
- and
- revising the assignment result metrics based on the collected metrics.
A system including a non-transitory computer readable medium including code segments that when executed by a processor cause the processor to:
- maintain at least one data structure including an ordered list of ticket assignment rules and assignment result metrics;
- receive a ticket indicating a system problem;
- assign the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics;
- collect metrics based on the ticket assignment;
- and
- revise the assignment result metrics based on the collected metrics.
Dependencies are inferred from the claim text.