Method and system to process issue data pertaining to a system
First Claim
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1. Apparatus to process issue data pertaining to a system, the apparatus including:
- a prioritization engine to receive issue data from a reporting entity via a network, the issue data reporting an issue pertaining to the system and including an identifier to identify the reporting entity; and
a user performance module to access a database, and utilizing the identifier, to retrieve performance data regarding the reporting entity from a database, the performance data indicative of a past performance of the reporting entity in reporting issues pertaining to the system;
the prioritization engine automatically to prioritize a response activity, responsive to the issue, utilizing the performance data regarding the reporting entity.
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Abstract
A computer-implemented method processes issue data pertaining to a system. Issue data is received from a reporting entity, the issue data identifying an issue pertaining to the system and the reporting entity. A database is accessed to retrieve performance data regarding the reporting entity. The performance data is indicative of a past performance of the reporting entity in reporting issues pertaining to the system. A response activity, responsive to the issue, is automatically prioritized utilizing the performance data regarding the reporting entity.
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Citations
38 Claims
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1. Apparatus to process issue data pertaining to a system, the apparatus including:
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a prioritization engine to receive issue data from a reporting entity via a network, the issue data reporting an issue pertaining to the system and including an identifier to identify the reporting entity; and
a user performance module to access a database, and utilizing the identifier, to retrieve performance data regarding the reporting entity from a database, the performance data indicative of a past performance of the reporting entity in reporting issues pertaining to the system;
the prioritization engine automatically to prioritize a response activity, responsive to the issue, utilizing the performance data regarding the reporting entity. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer-implemented method to process issue data pertaining to a system, the method including:
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receiving issue data from a reporting entity, the issue data reporting an issue pertaining to the system and including an identifier to identify the reporting entity;
utilizing the identifier, accessing a database to retrieve performance data regarding the reporting entity, the performance data indicative of a past performance of the reporting entity in reporting issues pertaining to the system; and
automatically prioritizing a response activity, responsive to the issue, utilizing the performance data regarding the reporting entity. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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37. Apparatus to process issue data pertaining to a system, the apparatus including:
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prioritization means for receiving issue data from a reporting entity via a network, the issue data reporting an issue pertaining to the system and including an identifier to identify the reporting entity; and
performance means to access a database, and utilizing the identifier, to retrieve performance data regarding the reporting entity from a database, the performance data indicative of a past performance of the reporting entity in reporting issues pertaining to the system;
the prioritization means automatically for prioritizing a response activity, responsive to the issue, utilizing the performance data regarding the reporting entity.
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38. A machine-readable medium and storing a sense of instructions that, when executed by a machine, cause the machine to:
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receive issue data from a reporting entity, the issue data reporting an issue pertaining to the system and including an identifier to identify the reporting entity;
utilize the identifier, accessing a database to retrieve performance data regarding the reporting entity, the performance data indicative of a past performance of the reporting entity in reporting issues pertaining to the system; and
automatically prioritized a response activity, responsive to the issue, utilizing the performance data regarding the reporting entity.
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Specification