Ticket solver system

Patent metadata

Field	Value
Publication number	US-2016283889-A1
Application number	US-201514669330-A
Country	US
Kind code	A1
Filing date	Mar 26, 2015
Priority date	Mar 26, 2015
Publication date	Sep 29, 2016
Grant date	—

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 device, comprising:
one or more processors to:
identify a ticket,
the ticket being associated with an issue to be resolved;

identify a user associated with resolving the issue;
identify, based on the ticket, a particular business process,
the particular business process including a particular business process step associated with causing the issue;

present, for display to the user via a user interface, information regarding a particular business process workflow corresponding to the particular business process,
the particular business process workflow being associated with a group of business process steps;

identify the particular business process step from the group of business process steps;
identify a particular technical solution corresponding to the particular business process step;
present, for display to the user via the user interface, information regarding a particular technical solution workflow corresponding to the particular technical solution,
the particular technical solution workflow being associated with a group of technical solution steps;

identify a particular technical solution step from the group of technical solution steps,
the particular technical solution step being associated with resolving the issue; and

update a resolution history based on identifying the particular business process,
the particular business process step, and the particular technical solution step.

2 . The device of claim 1 , where the one or more processors, when identifying the particular business process, are further to:
present, for display to the user via the user interface, information regarding a set of business process workflows corresponding to a set of business processes; receive, via the user interface, input associated with identifying the particular business process,
the input being based on presenting the set of business process workflows; and
identify the particular business process based on the input.

3 . The device of claim 2 , where the one or more processors, when receiving the input associated with identifying the particular business process, are further to:
receive, via the user interface, input associated with adding a new business process to a set of business processes,
the new business process being identified as the particular business process.

4 . The device of claim 1 , where the one or more processors, when identifying the particular business process step, are further to:
receive, via the user interface, input associated with creating or modifying the particular business process step,
the input being based on presenting the information regarding the particular business process workflow; and
identify the particular business process step based on the input.

5 . The device of claim 1 , where the one or more processors, when identifying the particular technical solution step, are further to:
receive, via the user interface, input associated with creating or modifying the particular technical solution step,
the input being based on presenting the information regarding the particular technical solution workflow; and
identify the particular technical solution step based on the input.

6 . The device of claim 5 , where the one or more processors, when updating the resolution history, are further to:
identify another user associated with assisting the user; generate a notification based on the resolution history,
the notification identifying:
the ticket, and
the particular technical solution step;

present, for display to the other user via the user interface, information regarding the notification; receive, via the user interface, a confirmation associated with the particular technical solution step; and update the particular business process workflow to include the particular technical solution step.

7 . The device of claim 1 , where the one or more processors, when identifying the particular technical solution step, are further to:
determine, based on the resolution history, a group of suggested technical solution steps associated with resolving a group of issues, and
the issue being associated with the group of issues;
present, for display to the user, the group of suggested technical solution steps; receive, via the user interface, input associated with identifying the particular technical solution step,
the input being based on presenting the group of suggested technical solution steps.

8 . 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:
output, via a user interface, output information based on a knowledgebase and a resolution history,
the output information being associated with presenting:
a business process workflow,
the business process workflow corresponding to a business process, and

a technical solution workflow,
the technical solution workflow corresponding to a process step associated with implementing the business process;

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

generate the business process workflow, corresponding to the business process, based on the input information;
generate the technical solution workflow, corresponding to the process step associated with implementing the business process, based on the input information;
update the resolution history based on the input information,
the resolution history identifying:
the issue,
the business process,
the process step,
the technical solution workflow, and
the resolution step; and

update the knowledgebase based on the resolution history.

9 . The computer-readable medium of claim 8 , 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 user interface, the notification.

10 . The computer-readable medium of claim 8 , where the one or more instructions, that cause the one or more processors to output the output information and receive the input information, further cause the one or more processors to:
output, via the user interface, a first portion of the output information,
the first portion of the output information being associated with presenting the business process workflow;
receive, via the user interface, a first portion of the input information,
the first portion of the input information being associated with identifying the process step based on outputting the first portion of the output information;
output, via the user interface, a second portion of the output information,
the second portion of the output information being associated with presenting the technical solution workflow,
the technical solution workflow being generated based on the first portion of the input information; and
receive, via the user interface, a second portion of the input information,
the second portion of the input information being associated with identifying the resolution step based on outputting the second portion of the output information.

11 . The computer-readable medium of claim 8 , where the one or more instructions, that cause the one or more processors to output the output information and receive the input information, furt

Assignees

• Accenture Global Services Ltd

Inventors

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

Classifications

• G06Q10/063114 Primary

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

• G06Q10/103

  Workflow collaboration or project management · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q10/0633

  Workflow analysis · CPC title