Dismiss
InnovationQ will be updated on Sunday, Oct. 22, from 10am ET - noon. You may experience brief service interruptions during that time.
Browse Prior Art Database

A Smart Method and System for Issue Dispatching

IP.com Disclosure Number: IPCOM000245971D
Publication Date: 2016-Apr-21
Document File: 4 page(s) / 411K

Publishing Venue

The IP.com Prior Art Database

Abstract

Many industries (e.g., banking, telecom) heavily rely on IT systems to provide business services to huge users. However, lots of IT issues would happen in enterprise IT environments, which not only largely degrades users' satisfactory but also affects enterprises' revenue. In this invention, we propose an effective and efficient approach to dispatch incoming issues to proper persons instantly for enterprise accounts to accelerate their issue remediation processes.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 36% of the total text.

Page 01 of 4

A Smart Method and System for Issue Dispatching


1. Background:


Many industries (e.g., banking, telecom) heavily rely on IT systems to provide business services to huge users. However, lots of IT issues would happen in enterprise IT environments, which not only largely degrades users' satisfactory but also affects enterprises' revenue. In this invention, we propose an effective and efficient approach to dispatch incoming issues to proper persons instantly for enterprise accounts to accelerate their issue remediation processes.

2. Related Work/Prior Art:
Related Papers:
SCC 2014: Incident Ticket Analytics for IT Application Management Services. Ta Hsin Li, Rong Liu, Noi Sukaviriya, Ying Li, Jeaha Yang, Michael Sandin, Juhnyoung Lee.

BPM 2013: Accelerating Collaboration in Task Assignment Using a Socially Enhanced Resource Model. Rong Liu, Shivali Agarwal, Renuka Sindhgatta, Juhnyoung Lee
KDD 2015: Multi-View Incident Ticket Clustering for Optimal Ticket Dispatching. Mirela Madalina Botezatu, Jasmina Bogojeska, Ioana Giurgiu, Hagen Voelzer, Dorothea Wiesmann. August 2015 KDD '15: Proceedings of the 21th ACM SIGKDD International Conference on Knowledge Discovery and Data Mining
Related Patents:
CN820140163, A SYSTEM AND METHOD FOR DYNAMIC FAILURE CATEGORIZATION FOR CLOUD APPLICATION INCIDENTS, Li Jun Mei,Qi Cheng Li,Feng Li,Xie, Fang Quan,Rong Liu,
US20140129536, DIAGNOSING INCIDENTS FOR INFORMATION TECHNOLOGY SERVICE MANAGEMENT, Rangachari Anand, Juhnyoung Lee, Rong Liu, Kohtaroh Miyahoto YOR820131261, SYSTEM AND METHOD FOR SUMMARIZING SYMPTOMS FOR IT INCIDENTS, Rong Liu,DAS, PUJA,Li Jun Mei, Qi Cheng Li, Feng Li

Drawbacks of the above solutions:


However, these papers also do not support a fine-grained issue data pre-processing (e.g., normalization) and polishing (e.g., applying other data sources to enrich issue items). Based on on-site consultant experiences and deep understanding real-world on-premise issue items, we find that the quality of original issue times usually not acceptable for effective insight analysis. Therefore, existing research papers or industry products is not practical enough for handling existing historical on-premise issue tickets.


3. Approach Introduction
A. Problem and Motivation.

During the IT maintenance process, lots of issues would happen. In such case, a new issue ticket will be created in the issue-tracking systems to trigger, accelerate and track the remediation process of the incident. To accelerate the remediation process of an incoming issue ticket, we propose an effective and efficient approach to dispatch the issue to the right persons (e.g., developers, SMEs) who are most suitable for remediating the incoming issue ticket.

Usually an issue ticket includes a brief title, a detailed description information and other basic attributes (e.g., happening time, priority, type, creator, ID). However, there are some obvious limitations when using these issue items exported from issue tracking systems to ide...