System and Method for On-Demand Rule-Based Event-Driven Collaboration
Original Publication Date: 2005-Jun-10
Included in the Prior Art Database: 2005-Jun-10
A system is disclosed for providing real-time, rule-based, event-driven collaboration for solving urgent problems from one or more service requesters.
System and Method for On -Demand Rule-Based Event-Driven Collaboration
Disclosed is a system for providing real-time, rule-based, event-driven collaboration for solving urgent problems from one or more service requesters. It consists of three components: (a) a service request event processor, (b) a registration component for service requesters and services providers to register their requirements and constraints, and (c) a matching component for locating currently available experts for providing real-time service for the incoming event. The matching component further consists of a selection component to find the best experts whose requirements and constraints match those of the requests. The event processor further consists of a rule-based filtering component to verify if an incoming request is qualified for further service. The registration component further consists of a template component for the service requester and the service provider to specify various requirements and constraints, such as service categories, pricing constraints, duration constraints, and others.
A traditional solution to an event with urgency (e.g., the home computer is down and the owner urgently needs help, a high school student urgently needs help in a home work problem, or a patient has an urgent need for consultation) is following the emergency protocol. Fig. 1 shows the steps for processing an IT emergency event. When an urgent IT event occurs, such as a printer is down, a user first calls the help desk. Once the help desk receives this event, it will look for the "on call" personnel in the database, then inform (by beeper or phone) the "on call" personnel the event. In general, the help desk will also inform the "on call" personnel a conference bridge number and ask the "on call" personnel to dial into the conference bridge. The help desk might also request the "on call" personnel to physically go to a place for dealing with the event.
Inform "on call" personals the event, and ask them to join a conference bridge Might not be immediately available
Do have all the related info at hand immediately
Do not a flexibility to have contract based experts to join
Slow in response process
There are many drawbacks for such a solution. For instance, (1) the "on call" person might not be immediately available; (2) the "on call" person does not have all the event-related information at hand immediately; (3) the system does not fully utilize all the available experts (internal or external); (4) Slow in response; (5) the cost for the emergency service may be too high to justify for certain urgent problems.
Traditional Emergency Processing System
Event (e.g. IT emergency)
conferencing and problem solving
Corporate Help Desk
On call personals database
We disclose a real-time on-demand rule-based event-drive collaboration system and method...