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System for managing open ticket, analyzing, prioritizing and correcting software issues in real-time

IP.com Disclosure Number: IPCOM000250191D
Publication Date: 2017-Jun-09
Document File: 6 page(s) / 180K

Publishing Venue

The IP.com Prior Art Database

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Title

System for managing open ticket, analyzing, prioritizing and correcting software issues

in real-time

Abstract

System designed to interactively capture and solve product issues in real time.

Background

Figure 1 below describes the stages a typical issue ticket normally go through in current

practice and the length of time it takes before an issue is resolved. For example, once

an issue ticket is opened, on average, it will first go through Level 1 or 2 support. Once

there, Level 1 support will ask the client to follow a series of steps to generate new logs

specific to the problem for analysis. Once this request is made, the ticket will then

return back to the client. The client, having no other choice, will follow word for word the

request from level 1.

The client will generate new logs and then send them to Level 1 for analysis. Once the

new logs are received, level 1 will in turn do further analysis of the log files to determine

anything obvious, for example whether similar problems have been opened in the past,

If so, they will in turn ask the client to try the work-around. Assume that the client tries

the work-around, and still the issue persist. In that case, the ticket will turn over to Level

1. Level 1 will ask the client to generate new logs after the work-around has been

applied for further analysis. After receiving the new logs, level 1 will again do further

analysis, and if no more work-around can be found, level 1 will then turn the ticket to

Level 3, which is typically where most problems are typically solved.

Note the number of iterations before the ticket reaches level 3. Note also the time that

may elapse between each iteration. On average, the total time can easily be more than

three days.

Figure 1: Issue reporting and resolution process

Summary

Disclosed is a system that has a graph engine for all of the software sold and being supported that will handle all customer ticket request. Since the system has the graph of all the components that make up a given software for a ticket that is being opened, as the customer is opening the ticket, the system will be able to respond quickly to the customer's problems. For example, instead of having a wait time between when the customer opened the ticket, and when level 1 or 2 take a look, the system will be able to quickly determine where the problem can potentially be, and whether there are work- around readily available, if so, the customer will be furnished with that information, right then and there. If the work-around does not work, the customer will be able to log on back to the system to continue the conversation with the system in real time. As the conversation gets deeper, the system will determine that perhaps there is a problem with the software components in questions. Once that determination is made, the system, seamlessly, will automatically generate a set of test cases base on the errant use cases in question, and test the software accordingly. If the test failed, th...