公开(公告)号：US10810600B2

公开(公告)日：2020-10-20

申请号：US15175711

申请日：2016-06-07

申请人： BMC SOFTWARE, INC.

发明人： Thomas L. Adrian ,  Cedric Young ,  Peter Adams ,  Jek-Sun Wong ,  Sun Chun Chu ,  Dinesh Elaprolu ,  Brian Zaik ,  Sameer Mardhekar

IPC分类号： G06Q30/00 ,  G06F16/9535

摘要： In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.

公开(公告)号：US20140282010A1

公开(公告)日：2014-09-18

申请号：US13842252

申请日：2013-03-15

申请人： BMC SOFTWARE, INC.

发明人： Cedric Young ,  Jek-Sun Wong ,  Artemois Tavoularis ,  Steve Wong ,  Sun-Chun Chu ,  Thomas L. Adrian

IPC分类号： G06F3/0484

CPC分类号： G06Q10/10 ,  G06Q10/06

摘要： A method includes displaying, in a single story-mode presentation on a user interface, information on events occurring in and/or related to a business process managed by a business process management application. The single story-mode presentation includes a time map navigation section that displays a time map of events relevant to a first business task or object of the business process along a first time line, and an event details section that contains information corresponding to the events displayed in the time map navigation section.

摘要翻译： 一种方法包括在用户界面上的单个故事模式呈现中显示关于在由业务流程管理应用程序管理的业务流程中发生和/或相关的事件的信息。 单一故事模式呈现包括时间映射导航部分，其显示与第一时间线上的业务处理的第一业务任务或对象相关的事件的时间图，以及包含与所显示的事件相对应的信息的事件详细信息部分 在时间地图导航部分。

公开(公告)号：US11514379B2

公开(公告)日：2022-11-29

申请号：US13929351

申请日：2013-06-27

申请人： BMC Software, Inc.

发明人： Thomas L. Adrian ,  Sun Chun Chu ,  Steve Wong ,  Mark Thompson ,  Jek Wong ,  Artemios Tavoularis ,  Cedric Young

IPC分类号： G06Q10/06

摘要： Described is a method for work assignment queue elimination. The method includes maintaining at least one data structure including an ordered list of ticket assignment rules and assignment result metrics, receiving a ticket indicating a system problem, assigning the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics, collecting metrics based on the ticket assignment, and revising the assignment result metrics based on the collected metrics.

公开(公告)号：US10824993B2

公开(公告)日：2020-11-03

申请号：US13842252

申请日：2013-03-15

申请人： BMC SOFTWARE, INC.

发明人： Cedric Young ,  Jek-Sun Wong ,  Artemios Tavoularis ,  Steve Wong ,  Sun-Chun Chu ,  Thomas L. Adrian

IPC分类号： G06Q10/10 ,  G06Q10/06 ,  G06F11/07 ,  G06F3/0484

摘要： A method includes displaying, in a single story-mode presentation on a user interface, information on events occurring in and/or related to a business process managed by a business process management application. The single story-mode presentation includes a time map navigation section that displays a time map of events relevant to a first business task or object of the business process along a first time line, and an event details section that contains information corresponding to the events displayed in the time map navigation section.