SYSTEMS AND METHODS FOR LINKING AN ISSUE WITH AN ENTRY IN A KNOWLEDGEBASE

• US 20090063386A1
• Filed: 08/27/2007
• Published: 03/05/2009
• Est. Priority Date: 08/27/2007
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Hibbets, Jason S.
• Granted Patent: US 8,037,009 B2
• Time in Patent Office: Days
• US Class Current: 706/50
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An embodiment relates generally to a method of linking. The method includes receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information and searching a knowledgebase in a second system based on the message to obtain at least one related entry. The method also includes associating at least one related entry with the non-confidential information of the message, updating at least one related entry with the non-confidential information, or creating a new entry with the non-confidential information, in the knowledgebase.

Claims

1. A method of linking, the method comprising:

receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information;

searching a knowledgebase in a second system based on the message to obtain at least one related entry;

associating the at least one related entry with the non-confidential information of the message; and

updating at least one related entry with the non-confidential information in the knowledgebase.

2. The method of claim 1, wherein the searching the knowledgebase in the second system further comprises:

buffering the message; and

extracting the non-confidential information from the message.

3. The method of claim 2, further comprising;

extracting a set of key words from the confidential information; and

querying the knowledgebase of the second system with the set of key words.

4. The method of claim 3, further comprising:

receiving the at least one related entry; and

populating at least one related entry and the non-confidential information in a graphical user interface.

5. The method of claim 4, further comprising sending one of the graphical user interface and a link to an assigned agent.

6. The method of claim 5, further comprising receiving a selection of the at least one entry being associated with non-confidential information from the service agent.

7. An apparatus for linking, the apparatus comprising:

a control module,

an first system interface coupled to the control module configured to receive messages associated with technical issues to the control module from a first system; and

a second system interface coupled to the control module configured to exchange information with a second system, wherein the control module is configured to receive a message associated with at least one technical issue being resolved in a first system and containing non-confidential information;

to search a knowledgebase in the second system based on the message to obtain at least one related entry;

to associate at least one related entry with the non-confidential information of the message; and

to update at least one related entry with the non-confidential information in the knowledgebase.

8. The apparatus of claim 7, wherein control module is further configured to buffer the message and to extract the non-confidential information from the message.

9. The apparatus of claim 8, wherein the control module is further configured to extract a set of key words from the confidential information and to query the knowledgebase of the second system with the set of key words.

10. The apparatus of claim 9, wherein the control module is further configured to receive at least one related entry and to populate at least one related entry and the non-confidential information in a graphical user interface.

11. The apparatus of claim 10, wherein the control module is further configured to send of the graphical user interface and a link to an assigned agent.

12. The apparatus of claim 11, wherein the control module is further configured to receive a selection of the at least one entry being associated non-confidential information from the assigned agent.

13. A system for linking, the system comprising:

a linker;

a first system coupled to the linker, the first system configured to forward messages associated with technical issues to the linker; and

a second system coupled to the linker, the system system configured to exchange information with the linker, wherein the linker is configured to receive a message associated with at least one technical issue being resolved in a first system and containing non-confidential information;

to search a knowledgebase in the second system based on the message to obtain at least one related entry;

to the associate at least one related entry with the non-confidential information of the message; and

to update the at least one related entry with the non-confidential information in the knowledgebase.

14. The system of claim 13, wherein the linker is further configured to buffer the message and to extract the non-confidential information from the message.

15. The system of claim 14, wherein the linker is further configured to extract a set of key words from the confidential information and to query the knowledgebase of the second system with the set of key words.

16. The system of claim 15, wherein the linker is further configured to receive at least one related entry and to populate the at least one related entry and the non-confidential information in a graphical user interface.

17. The system of claim 15, wherein the graphical user interface is one of an HTML page, an XML page, and SGML page.

18. The system of claim 16, wherein the linker is further configured to send one of the graphical user interface and a link to an assigned agent.

19. The system of claim 18, wherein the linker is further configured to receive a selection of the at least one entry being associated with non-confidential information from the assigned agent.