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Method and Apparatus to Accelerate Resolution by Task Assignment

IP.com Disclosure Number: IPCOM000238157D
Publication Date: 2014-Aug-06
Document File: 3 page(s) / 66K

Publishing Venue

The IP.com Prior Art Database

Abstract

Application incident ticket assignment is challenging because of complicated causes and dynamic human resource model. More and more iterative resolution stages happen: incident transfer between assignees (misrouted or collaboration). Incidents with transfers are more likely to miss SLA. Our disclosure aims to reduce the misrouted assignments and find the key resource to resolve the application incident. The code idea is for each application incident ticket to enhance resource model with communication info of resources, rank all related resource and allocate the resource after the combination ranking result with other additional information.

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Method and Apparatus to Accelerate Resolution by Task Assignment

The following is the Day in Life of a IT application Support Practitioner:

Task Assignment based on person model.

Note:
Iterative resolution stage: incident transfer between assignees (misrouted or collaboration) Sequential incident transfer

Incidents with transfers are more likely to miss SLA

Problem - in current practice of AMS (Application Management Service) incident transfer frequently between assignees (misrouted or collaboration)

Solution: resource pool base on history communication log

Communication chain model: enhance resource model with communication info of resources Travel algorithm: dynamically configure a resource unit

Core Idea

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Find the communication chains from re-occurrence incidents

Identify the type of communication chains based templates Integrate the chains and rank all related resource

Combine the resource model with other additional information

The following is the system process:
1, Find the high relevant incidents from history repository based Text mining

2, Merge and generate the resource tree for every incident

Each incident has a communication log to record every communication person who is involved in the incident diagnosis Each incident has a work log to record the process that the incident has been transferred from a work person to another .

3, Use time window to aggregate communication person to work person. Then each incident have a communication chain...