SYSTEMS AND METHODS FOR TECHNICAL SUPPORT BASED ON A FLOCK STRUCTURE

• US 20090119147A1
• Filed: 11/01/2007
• Published: 05/07/2009
• Est. Priority Date: 11/01/2007
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: MESSER, Martin
• Granted Patent: US 8,560,369 B2
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.

Claims

1. A method of providing technical support, the method comprising:

providing for a plurality of technical groups, each group specializing in a technical area and comprised of a plurality of senior and junior members;

receiving a technical issue;

routing the technical issue to a selected technical group based on the technical area of the technical issue; and

generating a solution to the technical issue from the selected technical group.

2. The method of claim 1, further comprising assigning the technical issue to a member of the selected technical group.

3. The method of claim 1, further comprising:

logging the technical issue into an issue tracker module; and

instantiating a ticket for the technical issue.

4. The method of claim 3, further comprising notifying the rest of the members of the selected technical group with the issue tracker module of the ticket.

5. The method of claim 4, further comprising providing at least one comment associated with the technical issue to the ticket from one of the rest of the members of the technical group.

6. The method of claim 3, further comprising:

providing a subscription link to the ticket;

subscribing to a mailing list linked to the subscription link; and

receiving any comment associated with the ticket through the mail list.

7. A system for providing technical support, the system comprising:

a logical router configured to receive requests for technical assistance from a web service and a telephone network;

an issue tracker module configured to instantiate a respective ticket for each received request for technical assistance and manage the respective ticket to resolution, wherein the issue tracker issue module is coupled to the logical router; and

a plurality of technical groups, each technical group organized based on at least one of a product and a skill, comprising of junior and senior members and is linked to the issue tracker module, wherein the logical router is configured to direct a selected request for assistance to a selected technical group based on a technical assessment of the selected request for assistance.

8. The system of claim 7, wherein the issue tracker module is configured to instantiate a ticket for the selected request for assistance and assign the ticket to a member of the selected technical group.

9. The system of claim 8, wherein the issue tracker module is configured to broadcast a notification message to notify the members of the selected technical group and to request a resolution of the selected request for assistance.

10. The system of claim 8, wherein the issue tracker module is configured to provide a subscription link to the ticket for interested parties to participate in a resolution of the selected request for assistance.

11. The system of claim 10, wherein the issue tracker module is configured to receive a post from an interested party and broadcast the post to the members of the selected technical group.

12. The system of claim 7, wherein the issue tracker module is configured to receive a post from a member of the selected technical group.

13. The system of claim 12, wherein the issue tracker module is configured to broadcast the post to the members of the selected technical group.

14. An apparatus for providing technical support, the apparatus comprising:

a routing module configured to receive requests for technical assistance from a web site and a telephone network;

a case management system configured to instantiate a respective ticket for each received request for technical assistance and manage the respective ticket to resolution, wherein the case management system is coupled to the routing module; and

a plurality of groups, each group organized based on at least one of a product and a skill, comprising of junior and senior members and is linked to the case management system, wherein the routing module is configured to direct a selected request for assistance to a selected group based on a technical assessment of the selected request for assistance.

15. The apparatus of claim 14, wherein the case management system is configured to instantiate a ticket for the selected request for assistance and assign the ticket to a member of the selected group.

16. The apparatus of claim 15, wherein the case management system is configured to broadcast a notification message to notify the members of the selected group and to request a resolution of the selected request for assistance.

17. The apparatus of claim 15, wherein the case management system is configured to provide a subscription link to the ticket for interested parties to participate in a resolution of the selected request for assistance.

18. The apparatus of claim 17, wherein the case management system is configured to receive a post from an interested party and broadcast the post to the members of the selected group.

19. The apparatus of claim 14, wherein the case management system is configured to receive a post from a member of the selected technical group.

20. The apparatus of claim 19, wherein the case management system is configured to broadcast the post to the members of the selected group.