INCIDENT COMMUNICATION INTERFACE FOR THE KNOWLEDGE MANAGEMENT SYSTEM
First Claim
1. A system for identifying and resolving incidents in a knowledge management system, said system comprising:
- a user interface;
a memory device;
a communication device; and
a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to;
receive a first user input to initiate an incident ticket associated with an incident,communicate information related to the incident ticket to a plurality of predetermined business associates,provide knowledge management system access to the business associates to resolve the incident,receive a second user input associated with incident details related to resolving the incident, andstore the incident details in an incident report database.
1 Assignment
0 Petitions
Accused Products
Abstract
Embodiments of the present invention include a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system with an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. The incident communication interface also communicates information related to an incident to business associates. The incident communication interface provides the business associates knowledge management system access. The incident communication interface receives user input including details related to resolving the incident and the incident details are stored in the incident report database.
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Citations
30 Claims
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1. A system for identifying and resolving incidents in a knowledge management system, said system comprising:
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a user interface; a memory device; a communication device; and a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to; receive a first user input to initiate an incident ticket associated with an incident, communicate information related to the incident ticket to a plurality of predetermined business associates, provide knowledge management system access to the business associates to resolve the incident, receive a second user input associated with incident details related to resolving the incident, and store the incident details in an incident report database. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 28)
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14. A computer program product for a knowledge management system, the computer program product comprising at least one computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:
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a first executable portion configured for receiving, through the use of a processor, a first user input to initiate an incident ticket associated with an incident, wherein the processor is operatively coupled to a user interface, a memory device, a communication device, and the computer-readable program code portions; a second executable portion configured for communicating, through the communication device, information related to the incident ticket to a plurality of predetermined business associates, a third executable portion configured for providing, through the use of the processor, knowledge management system access to the business associates to resolve the incident, a fourth executable portion configured for receiving, through the use of the processor, a second user input associated with incident details related to resolving the incident, and a fifth executable portion configured for storing, on the memory device, the incident details in an incident report database. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A system for identifying and resolving incidents in a knowledge management system, said system comprising:
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a user interface; a memory device; a communication device; and a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to; receive a first user input to initiate an incident ticket associated with an incident and display on the user interface an incident communications interface configured for receiving the first user input, display on the user interface an incident ticket interface in response to receiving the first user input, automatically populate one or more fields included in the incident ticket interface by accessing an incident report database or an incident database, communicate information related to the incident ticket to a plurality of predetermined business associates, provide knowledge management system access to the business associates to resolve the incident, receive a second user input associated with incident details related to resolving the incident and display the incident details on the incident ticket interface configured for receiving the second user input, and store the incident details in an incident report database.
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29. A computer program product for a knowledge management system, the computer program product comprising at least one computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:
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a first executable portion configured for receiving, through the use of a processor, a first user input to initiate an incident ticket associated with an incident, wherein the processor is operatively coupled to a user interface, a memory device, a communication device, and the computer-readable program code portions, and wherein the first executable portion is further configured for displaying on the user interface an incident communications interface configured for receiving the first user input, and wherein the first executable portion is further configured for displaying on the user interface an incident ticket entry interface in response to receiving the first user input and wherein the first executable portion is further configured for automatically populating one or more fields included in the incident ticket entry interface by accessing the incident report database or an incident database; a second executable portion configured for communicating, through the communication device, information related to the incident ticket to a plurality of predetermined business associates; a third executable portion configured for providing, through the use of the processor, knowledge management system access to the business associates to resolve the incident; a fourth executable portion configured for receiving, through the use of the processor, a second user input associated with incident details related to resolving the incident and displaying on the incident details on the incident ticket interface configured for receiving the second user input; and a fifth executable portion configured for storing, on the memory device, the incident details in an incident report database. - View Dependent Claims (30)
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Specification