公开(公告)号：US20110251867A1

公开(公告)日：2011-10-13

申请号：US12813682

申请日：2010-06-11

申请人： Rahul Madhusudan Joshi ,  Vivek Krishnan ,  Gopi Krishna Chilukamarri ,  Manasa Juvvadi ,  Himabindu Donepudi

发明人： Rahul Madhusudan Joshi ,  Vivek Krishnan ,  Gopi Krishna Chilukamarri ,  Manasa Juvvadi ,  Himabindu Donepudi

IPC分类号： G06Q10/00 ,  G06F17/30 ,  G06F3/048

CPC分类号： G06Q10/10 ,  G06Q10/06 ,  G06Q10/06311

摘要： A method, system, and computer program product for initiating a plurality of incident and service requests are provided. Outages are checked corresponding to the incident and service requests. If the outages exist, they are displayed and mapped to the incident and service requests. If the outages do not exist, they are created if required and mapped corresponding to the incident and service requests. The incident and service requests are assigned to users available in a shift for solutions. If the solutions corresponding to the incident and service requests exist in a knowledge database, they are implemented. If the solutions corresponding to the incident and service requests do not exist in the knowledge database, they are created by the users available in the shift. Various checks are performed based on a checklist prior to the closure of the incident and service requests.

摘要翻译： 提供了用于启动多个事件和服务请求的方法，系统和计算机程序产品。 根据事件和服务请求检查中断。 如果中断存在，它们将显示并映射到事件和服务请求。 如果中断不存在，则根据事件和服务请求对它们进行必要和映射创建。 事件和服务请求被分配给可用于解决方案的用户。 如果在知识数据库中存在对应于事件和服务请求的解决方案，则它们被实现。 如果在知识数据库中不存在与事件和服务请求相对应的解决方案，则它们由转移中可用的用户创建。 在关闭事件和服务请求之前，根据清单执行各种检查。