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Enhancing Prioritization of Security Management Tickets Through User Context and Ticket Context

IP.com Disclosure Number: IPCOM000229501D
Publication Date: 2013-Aug-01
Document File: 3 page(s) / 28K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method to assist support analysts in prioritizing the work tickets in their queue. The solution leverages multiple data points about user context and correlates them with multiple data points in a security management ticket to appropriately prioritize the tickets for the most efficient workflow.

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Enhancing Prioritization of Security Management Tickets Through User Context and Ticket Context

Prioritizing work for network security management tickets is time consuming and challenging. Disclosed is a method to assist support analysts in prioritizing the work tickets in their queue. The solution leverages multiple data points about user context and correlates them with multiple data points in a security management ticket to appropriately prioritize the tickets for the most efficient workflow.

In one scenario, an analyst from at a hotel, gets in for the day and wants to start working tickets. He/she is almost exclusively a Linux* expert, generally Windows** work efforts take two or three times the effort to address. The analyst's location is in the same facility of one of the major data centers. The analyst has about 30 minutes before a big meeting but wants to get at least something done before then.

The analyst heads to the ticket manager and finds over 100 tickets in the queue prioritized by create date and severity. He/she starts to read through the top tickets to figure out if anything can be squeezed in, but spends 20 minutes of the available 30 minutes just looking for something to work on in that time frame.

Current solutions include the following:


 Referencing cost calculations to prioritize problems [1]


 Using age of help desk ticket for prioritization [2]


 Using user context to automatically select appropriate information [3]

These approaches do not include using user context to prioritize tickets. Google Maps*** considers user location to provide suggestions for restaurants, starting point for getting directions, etc. The solution described here includes many additional parameters of both user context and ticket context and is solving a different problem in an entirely different space.

The disclosed solution leverages multiple data points about user context (e.g., location, areas of expertise, levels of expertise, time available, etc.) and correlates them with multiple data points in a security management ticket (e.g., area of expertise required, average time to complete the work, location of systems in the ticket, etc.) to appropriately prioritize the tickets for the most efficient workflow. This prevents the user from wasting time determining which tickets to work or choosing the wrong one. The solution correlates user context with ticket context, resulting in far more intelligent and accurate prioritization.

EMBODIMENT OF THE SOLUTION:


After some major system upgrades, the analyst is presented with a contextual profile to fill out. He/she indicates they have an 'expert' rating with Linux systems and a 'beginner' rating with Windows systems. The analyst's location is automatically...