System and method of visualization for aggregation of change tracking information

• US 20080046484A1
• Filed: 08/15/2006
• Published: 02/21/2008
• Est. Priority Date: 08/15/2006
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Ellis, Jason, Hasson, Laurent, Malkin, Peter Kenneth
• Granted Patent: US 8,024,214 B2
• Time in Patent Office: Days
• US Class Current: 707/204
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

A system for identifying one or more social patterns in a status history of one or more change requests includes: a processor for executing instructions and memory comprising logic for: receiving as input change request data history; detecting social patterns in the change request data history; storing information about the social patterns, including status history data; and providing information on social patterns within the status history of the given change request. The logic includes the following elements: a hypertext transfer protocol server handler; a social pattern server database; a change log handler; a social pattern alert handler; a social pattern query handler; and a social pattern detection handler for: receiving new patterns wherein the patterns are user-defined operational descriptors, detecting social patterns in raw change request data from the change log handler, and storing the patterns in the database, and analyzing the patterns. The system further includes a graphical user interface.

Claims

1. A computer-implemented method of identifying one or more social patterns in a status history of one or more change requests in a system, the method steps comprising:

receiving as input change request data history, wherein the data history comprises status history data;

detecting social patterns in the change request status history;

storing information about the social patterns, the information including status history of the one or more change requests; and

providing information on social patterns detected within the status history of the one or more change requests.

2. The method of claim 1, wherein the social patterns are selected from the group consisting of:

assign/reassign pattern, resolve/reopen pattern, popularity pattern, blocking pattern, zombie pattern, unevaluated patch pattern, and age and severity pattern.

3. The method of claim 1, wherein the providing step comprises alerting a user of the system that a social pattern has been detected.

4. The method of claim 1, further comprising a step of:

maintaining traceability linkages to change tracking systems to track changes in the status history of change requests.

5. The method of claim 1 wherein the change requests are trouble tickets.

6. The method of claim 1 wherein the information on social patterns comprises:

a set of patterns that are presented on the change request,

a magnitude for each pattern presented on the change request, and

a combined magnitude for all the patterns presented on the change request.

7. The method of claim 6 further comprising a step of ranking change requests based on information about one or more social patterns associated with the change requests.

8. The method of claim 1 further comprising a step of:

modifying one or more change requests based on information about one or more social patterns associated with the one or more change requests.

9. An information processing system for identifying one or more social patterns in a status history of one or more change requests, the system comprising:

one or more processors configured for;

receiving as input change request data history;

detecting social patterns in the change request data history;

storing information about the social patterns, including the status history data; and

providing information on social patterns within the status history of the given change request.

10. The information processing system of claim 9 wherein the one or more processors are configured by logic stored in memory.

11. The information processing system of claim 10 wherein the logic comprises:

a hypertext transfer protocol server handler for handling requests over a network, the requests comprising queries;

a social pattern server database for storing social pattern data and for handling queries regarding the data;

a change log handler for storing and providing access to raw change request data;

a social pattern alert handler for determining if an alert should be sent, and if so, formulating and sending the alert;

a social pattern query handler for handling internal and external queries of the database; and

a social pattern detection handler for;

receiving new patterns wherein the patterns are user-defined operational descriptors;

detecting social patterns in raw change request data stored in the change log handler;

storing the patterns in the database; and

analyzing the patterns.

12. The information processing system of claim 11 wherein analyzing the patterns comprises:

determining a probable cause for a difficulty in resolving an issue based on its associated pattern.

13. The information processing system of claim 11 wherein a pattern may encompass one or more patterns.

14. The information processing system of claim 9 wherein the system further comprises:

a front-end server within a network, the server receiving all messages through the network, the messages comprising;

incoming and outgoing change requests,

queries for social pattern data;

wherein the server handles all incoming and outgoing change requests and all incoming and outgoing queries for social pattern data and re-routes all other messages to another system.

15. The information processing system of claim 11 wherein the social pattern alert handler provides a subscription service for providing users of the system auto-generated transmissions about one or more change requests.

16. The information processing system of claim 9 wherein providing information on social patterns comprises sending an e-mail.

17. The information processing system of claim 9 further comprising a graphical user interface for enabling a user or users to interact with the system.

18. The information processing system of claim 16 wherein the graphical user interface accommodates different authorization levels for users of the system such that only those users with an appropriate authorization level may access certain data within the system.

19. The information processing system of claim 9 further comprising logic for modifying one or more change requests based on information about one or more social patterns associated with the one or more change requests.

20. A computer-implemented transactional method within a system wherein a first user of the system provides information on social patterns to a second user, the transactional method comprising steps of:

receiving a request for social pattern information from the second user, the request comprising a query;

assigning an authorization level to the second user for restricting the type and amount of data provided to the second user;

providing information on social patterns to the second user according to the second user'"'"'s authorization level; and

storing information about the second user to be used in future transactions with the second user, the information comprising transactional fee data and subscription data, the subscription data for notifying the second user of additional social patterns as they are developed.