公开(公告)号：US20080228504A1

公开(公告)日：2008-09-18

申请号：US11685274

申请日：2007-03-13

申请人： Binh Q. Nguyen ,  Gregg Robertshaw ,  Kurtis F. Martin

发明人： Binh Q. Nguyen ,  Gregg Robertshaw ,  Kurtis F. Martin

IPC分类号： G06Q10/00

CPC分类号： G06Q30/02

摘要： A method, system and computer-usable medium are disclosed for reducing the amount of human interaction involved in the resolution of incident tickets. A user interacts with a self-service portal to generate an incident ticket to resolve an issue. The generated incident ticket is routed by the self-service portal to an incident ticket management system for processing. The incident ticket management system accepts the incident ticket and in turn routes it to an incident ticket deflection system (ITDS). The ITDS analyzes the resolution state of the issue and generates relevant search queries that are submitted to an issue resolution knowledgebase. The results of the search queries are then returned to the ITDS, which compares them to captured interactions of the user with the self-service portal. Irrelevant query results or those that match the captured user interactions are disregarded. The remaining query results are used by the ITDS to generate remedial actions for the user to perform. If the remedial actions do not resolve the user's issue, then the incident ticket is escalated to a helpdesk operator. When received by the helpdesk operator, the incident ticket is populated with the captured user interactions with the self-service portal, the recommended remedial actions for the user to perform, and the current resolution status of the user's issue. The helpdesk operator then uses the information contained in the escalated incident ticket to facilitate the resolution of the user's issue.

摘要翻译： 公开了一种方法，系统和计算机可用的介质，用于减少事件票据解决中所涉及的人际交互的数量。 用户与自助服务门户进行交互以生成事件故障单以解决问题。 生成的事件票据由自助服务门户路由到事件票据管理系统进行处理。 事故票管理系统接受事故票，反过来将其发送到事故票偏转系统（ITDS）。 ITDS分析问题的解决状态，并生成提交到问题解决知识库的相关搜索查询。 然后将搜索查询的结果返回给ITDS，将其与用户与自助服务门户的捕获交互进行比较。 不相关的查询结果或与捕获的用户交互匹配的查询结果将被忽略。 ITDS使用剩余的查询结果来为用户执行补救措施。 如果补救措施不能解决用户的问题，则将事故单升级到帮助台操作员。 当由帮助台操作员接收时，事件票据将与捕获的用户与自助门户的交互，用户执行的建议的补救措施以及用户问题的当前解决状态填充。 然后，帮助台操作员使用升级的事件故障单中包含的信息便于解决用户的问题。