Dynamically routable universal request

Patent metadata

Field	Value
Publication number	US-2022019972-A1
Application number	US-202016933804-A
Country	US
Kind code	A1
Filing date	Jul 20, 2020
Priority date	Jul 20, 2020
Publication date	Jan 20, 2022
Grant date	—

Abstract

A service request is received. A universal service request ticket is created for the service request. The service request is routed to a dynamically selected service domain including by creating for the dynamically selected service domain a child service request ticket of the universal service request ticket. A status of the universal service request ticket is updated based on a status of the child service request ticket of the dynamically selected service domain.

First claim

1 . A method, comprising:
receiving a service request; creating a universal service request ticket for the service request; routing the service request to a dynamically selected service domain including by creating for the dynamically selected service domain a child service request ticket of the universal service request ticket; and updating a status of the universal service request ticket based on a status of the child service request ticket of the dynamically selected service domain.

2 . The method of claim 1 , wherein the service request does not indicate a specific service domain where the service request belongs.

3 . The method of claim 1 , wherein the dynamically selected service domain is a specific department selected to handle at least a portion of the service request.

4 . The method of claim 1 , wherein the dynamically selected service domain was selected at is least in part by a trained machine learning model based on content of the service request.

5 . The method of claim 1 , wherein the dynamically selected service domain was selected at least in part by a human agent.

6 . The method of claim 1 , wherein the dynamically selected service domain was selected among a plurality of service domain options.

7 . The method of claim 6 , wherein the plurality of service domain options includes one or more of the following: an Information Technology (IT) department, a legal department, a human resources department, or a customer service department.

8 . The method of claim 1 , wherein the service request was received via one or more of the following: an electronic form, a chat with an agent, a chat with a chatbot, a text message, an email, or a voice call.

9 . The method of claim 1 , wherein the universal service request ticket serves as an envelope ticket that manages a plurality of different child service request tickets.

10 . The method of claim 1 , wherein the universal service request ticket has a first ticket identifier of a first ticket tracking system different from a second ticket identifier of the child service request ticket of a second ticket tracking system.

11 . The method of claim 1 , wherein creating the child service request ticket includes automatically transferring information of the universal service request ticket to the child service request ticket.

12 . The method of claim 1 , further comprising routing the service request to a new dynamically selected service domain via a new child service request ticket in response to a transfer request from a processing agent.

13 . The method of claim 1 , further comprising tracking and reporting one or more performance metrics associated with the universal service request ticket.

14 . The method of claim 13 , wherein the one or more performance metrics include one or more of the following: a total elapsed time to resolution of the universal service request ticket, a total amount of routing time, or a total elapsed time to resolution of the child service request is ticket.

15 . The method of claim 1 , wherein the updated status of the universal service request ticket is provided via a management user interface associated with the universal service request ticket.

16 . The method of claim 15 , wherein the management user interface provides an activity stream of events associated with the universal service request ticket.

17 . The method of claim 16 , further comprising receiving child service request ticket associated information identified as to be hidden and hiding the information from display in the activity stream of events.

18 . The method of claim 16 , wherein the activity stream of events displays communication messages between a requestor of the service request and a plurality of different agents.

19 . A system, comprising:
one or more processors configured to:
receive a service request;
create a universal service request ticket for the service request;
route the service request to a dynamically selected service domain including by creating for the dynamically selected service domain a child service request ticket of the universal service request ticket; and
update a status of the universal service request ticket based on a status of the child service request ticket of the dynamically selected service domain; and
a memory coupled to at least one of the one or more processors and configured to provide the at least one of the one or more processors with instructions.

20 . A computer program product embodied in a non-transitory computer readable medium and comprising computer instructions for:
to receiving a service request; creating a universal service request ticket for the service request; routing the service request to a dynamically selected service domain including by creating for the dynamically selected service domain a child service request ticket of the universal service request ticket; and is updating a status of the universal service request ticket based on a status of the child service request ticket of the dynamically selected service domain.

Assignees

• Servicenow Inc

Inventors

• Prasad Harshvardhan
• Manthripragada Aditya Mallik
• Kaur Bhavneet
• Colcer Ramon
• Botica John
• Sawhney Simran
• Goswami Shouvik
• Deval Apeksha
• Hamer Kenneth James
• Surapaneni Rao
• Sabol Allan
• Rounds Christy

Classifications

• G06Q10/0639

  Performance analysis of employees; Performance analysis of enterprise or organisation operations · CPC title

• G06Q10/063114 Primary

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

• G06Q10/063118 Primary

  Staff planning in a project environment · CPC title

• G06Q30/016

  After-sales · CPC title

• G06Q10/103 Primary

  Workflow collaboration or project management · CPC title