Ticket solver system

Patent metadata

Field	Value
Publication number	US-10380519-B2
Application number	US-201514669330-A
Country	US
Kind code	B2
Filing date	Mar 26, 2015
Priority date	Mar 26, 2015
Publication date	Aug 13, 2019
Grant date	Aug 13, 2019

Abstract

A device may identify a ticket associated with an issue, a user associated with resolving the issue, and a particular business process including a particular business process step associated with the issue. The device may present information regarding a particular business process workflow, corresponding to the particular business process, associated with a business process steps. The device may identify the particular business process step from the business process steps, and may identify a particular technical solution corresponding to the particular business process step. The device may present information regarding a particular technical solution workflow, corresponding to the particular technical solution, associated with technical solution steps. The device may identify a particular technical solution step, from the technical solution steps, associated with resolving the issue. The device may update a resolution history based on identifying the particular business process, the particular business process step, and the particular technical solution step.

First claim

What is claimed is:

1. A computer-readable medium storing instructions, the instructions comprising:
one or more instructions that, when executed by one or more processors, cause the one or more processors to:
tailor a user interface based on identifying at least one of:
a particular user,
a particular user device, or
a class associated with the particular user;

monitor a usage of an application;
determine whether one or more conditions, associated with the usage of the application, is satisfied;
generate a ticket based on the one or more conditions being satisfied;
output, via the tailored user interface, first output information based on generating the ticket,
the first output information being associated with presenting a business process workflow;

receive, via the tailored user interface and based on outputting the first output information, first input information,
the first input information being associated with identifying:
an issue associated with using the application to implement a business process,
the business process,
a process step associated with implementing the business process, and
a resolution step associated with implementing a technical solution workflow;

generate the business process workflow, corresponding to the business process, based on receiving, via the tailored user interface, the first input information and based on the one or conditions being satisfied;
output, via the tailored user interface, second output information,
the second output information being associated with presenting the technical solution workflow, and
the technical solution workflow being generated based on the first input information;

receive, via the tailored user interface, second input information,
the second input information being associated with identifying the resolution step based on outputting the second output information;

generate the technical solution workflow, corresponding to the process step associated with implementing the business process, based on receiving, via the tailored user interface, the second input information and based on the one or conditions being satisfied;
update a resolution history based on generating the technical solution workflow,
the resolution history identifying:
the issue,
the business process,
the process step,
the technical solution workflow, and
the resolution step; and

update a knowledgebase based on updating the resolution history,
the updated knowledgebase including one or more steps of the technical solution workflow.

2. The computer-readable medium of claim 1 , where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
generate, based on updating the resolution history, a notification associated with the issue; and
output, via the tailored user interface, the notification.

3. The computer-readable medium of claim 1 , where the one or more instructions, when executed by the one or more, further cause the one or more processors to:
generate, based on the resolution history, a notification,
the notification being associated with identifying one or more causes associated with the issue, and
the first input information being based on the notification.

4. The computer-readable medium of claim 1 , where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
identify, based on the knowledgebase, a group of technical steps associated with implementing the technical solution workflow; and
identify, based on the second input information, one or more additional technical steps associated with implementing the technical solution workflow,
the one or more additional technical steps including the resolution step; and

where the one or more instructions, that cause the one or more processors to generate the technical solution workflow, cause the one or more processors to:
generate the technical solution workflow based on identifying the group of technical steps and the one or more additional technical steps.

5. The computer-readable medium of claim 4 , where the one or more instructions, that cause the one or more processors to update the resolution history, cause the one or more processors to:
update the resolution history to identify the one or more additional technical steps as proposed technical steps;
where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
output, via the tailored user interface, a notification, identifying the one or more additional technical steps, based on identifying the one or more additional technical steps as the proposed technical steps; and
receive, via the tailored user interface, a request associated with identifying one or more of the proposed technical steps as confirmed technical steps; and

where the one or more instructions, that cause the one or more processors to update the knowledgebase, cause the one or more processors to:
update the knowledgebase based on the request,
the knowledgebase identifying an updated group of technical steps associated with implementing the technical solution workflow, and
the updated group of technical steps including the confirmed technical steps.

6. The computer-readable medium of claim 1 , where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
identify, based on the knowledgebase, a group of process steps associated with implementing the business process; and
identify, based on the first input information, one or more additional process steps associated with implementing the business process,
the one or more additional process steps including the process step; and

where the one or more instructions, that cause the one or more processors to generate the business process workflow, cause the one or more processors to:
generate the business process workflow based on identifying the group of process steps and the one or more additional process steps.

7. The computer-readable medium of claim 1 , where the first output information identifies existing business process workflows.

8. A method, comprising:
tailoring, by a device, a user interface based on identifying at least one of:
a particular user,
a particular user device, or
a class associated with the particular user;

monitoring, by the device, a usage of an application;
determining, by the device, whether one or more conditions, associated with the usage of the application, is satisfied;
generating, by the device, a ticket based on the one or more conditions being satisfied;
outputting, by the device via the tailored user interface, first output information based on generating the ticket,
the first output information being associated with presenting a business process workflow;

receiving, by the device via the tailored user interface and based on outputting the first output information, first input information,
the first input information being associated with identifying:
an issue associated with using the application to implement a business process,
the business process,
a process step associated with implementing the business process, and
a resolution step associated with implementing a technical solution workflow;

generating, by the device based on receiving, via the tailored user interface, the first input information and based on the one or more conditions being satisfied, the business process workflow corresponding to the business process;
outputting, by the device via the tailored user interface, second output information,
the second output information being associated with presenting the technical s

Assignees

• Accenture Global Services Ltd

Inventors

• Shukla Arpan
• Ghosh Bhaskar
• Prasad Rajendra T
• Koushik Vijayaraghavan
• Mehta Siddharth
• Athreyee Priya
• Rathod Sandeep

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q10/063114 Primary

  Status monitoring or status determination for a person or group · CPC title

• G06Q10/103

  Workflow collaboration or project management · CPC title

• G06Q10/0633

  Workflow analysis · CPC title