SYSTEM AND METHOD FOR OFFERING MULTIPLE REPRESENTATIONS OF AN IPC TICKET

• US 20100005384A1
• Filed: 07/01/2008
• Published: 01/07/2010
• Est. Priority Date: 07/01/2008
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Grabarnik, Genady, Shwartz, Larisa, Lenchner, Jonathan
• Granted Patent: US 8,782,529 B2
• Time in Patent Office: Days
• US Class Current: 715/231
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of the user looking at or working with the ticket includes determining relevant information. An environment related to a usage by the user is determined. Based upon the relevant information and the environment, an IPC ticket generated with different views where only a relevant view of the different views is provided to each particular user.

Claims

1. A method for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of the user looking at or working with the ticket, comprising:

determining relevant information including related to a user;

determining an environment related to a usage by the user; and

based upon the relevant information and the environment, generating an IPC ticket with different views where only a relevant view from among the different views is provided to each particular user.

2. The method as recited in claim 1, wherein the relevant information includes attributes of the user including a known or discovered role of the user.

3. The method as recited in claim 1, wherein the relevant information includes attributes of the user including a known or discovered task of the user.

4. The method as recited in claim 1, wherein relevant information includes attributes of the user including a level of sophistication or level of experience of the user as can be discerned either by a system'"'"'s explicit knowledge of this information, or by inferring the information by comparing the current ticket with the content of the user'"'"'s prior work with the system.

5. The method as recited in claim 1, wherein one of the different views includes an abstract or summary of the ticket.

6. The method as recited in claim 5, wherein the abstract or summary of the ticket is provided automatically using automatic text summarization.

7. The method as recited in claim 1, wherein the different views are presented based on whether the environment is a business environment or an information technology environment.

8. The method as recited in claim 1, wherein the different views include auxiliary information relevant to the ticket obtained either from a repository of information about systems under management or obtained in real time from discovery agents.

9. The method as recited in claim 8, wherein the auxiliary information relevant to the ticket comes from a configuration management database (CMDB).

10. The method as recited in claim 1, wherein the different views include knowledge of annotations done on a ticket, either by persons or by automatic software elements.

11. The method as recited in claim 1, wherein the different views include a relationship of a current ticket with other tickets which have been opened against components related to the current ticket.

12. The method as recited in claim 1, wherein one or more of the different views include a timeline incrementally showing what has been added to the ticket over its lifetime.

13. The method as recited in claim 1, wherein one or more of the different views include a timeline showing recent changes to an operating environment relevant to the components associated with the ticket.

14. The method as recited in claim 1, wherein the different views include one of information about business processes and service level agreements (SLAs).

15. A computer readable medium comprising a computer readable program for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of the user looking at or working with the ticket, wherein the computer readable program when executed on a computer causes the computer to perform the steps of:

determining relevant information including related to a user;

determining an environment related to a usage by the user; and

based upon the relevant information and the environment, generating an IPC ticket with different views where only a relevant view from among the different views is provided to each particular user.

16. A system for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of the user looking at or working with the ticket, comprising:

a user modeler configured to employ a historical record of user interactions to assess areas of expertise of a user, the user modeler configured to determine relevant information about at least one of a role of a user, experience level of the user and a task;

a component-based ticket model configured to model information views of an IPC ticket;

configuration management database (CMDB) configured to store and manage information about informational technology components including attributes, and relationships between components;

a CMDB-ticket mapper configured to identify elements of the CMDB which are relevant for roles of the user(s); and

a ticket rendering component configured to generate an IPC ticket with different views where only a relevant view from among the different views is provided to each particular user based upon the relevant information of the user modeler, the CMDB ticket-mapper in accordance with the ticket model.

17. The system as recited in claim 16, wherein the relevant information includes attributes of the user including one of a known or discovered role of the user;

a known or discovered task of the user;

a level of sophistication or level of experience of the user as can be discerned either by a system'"'"'s explicit knowledge of this information, or by inferring the information by comparing the current ticket with the content of the user'"'"'s prior work with the system; and

a known or discovered task of the user.

18. The system as recited in claim 16, wherein one of the different views includes an abstract or summary of the ticket and the abstract or summary of the ticket is provided automatically using automatic text summarization.

19. The method as recited in claim 16, wherein the different views are presented based on one of an environment being a business environment or an information technology environment;

auxiliary information relevant to the ticket obtained either from a repository of information about systems under management or obtained in real time from discovery agents;

a relationship of a current ticket with other tickets which have been opened against components related to the current ticket; and

a timeline incrementally showing what has been added to the ticket over its lifetime or relevant to the components associated with the ticket.

20. The system as recited in claim 16, further comprising a ticket annotator configured to provide annotations for the ticket in accordance with the CMBD.