INCIDENT COMMUNICATION INTERFACE FOR THE KNOWLEDGE MANAGEMENT SYSTEM

• US 20100274616A1
• Filed: 04/22/2009
• Published: 10/28/2010
• Est. Priority Date: 04/22/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Darga, Srinivas, Pandrapagada, Rama Rao, Lavelle, Greg M., Viswanathan, Rajaraman, Elliott, Bryce Robert, Schreder, Michael J., Roche, Christine, Grace, Daniel Douglas, Hunsaker, Eric Nathaniel, Sansbury, Darryl Alan
• Granted Patent: US 8,266,072 B2
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

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.

Claims

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, and

store the incident details in an incident report database.

2. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to display on the user interface an incident communications interface configured for receiving the first user input.

3. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to display on the user interface an incident ticket entry interface in response to receiving the first user input.

4. The system of claim 3, wherein the processor is further configured to execute the computer-readable program code to automatically populate one or more fields included in the incident ticket entry interface by accessing the incident report database or an incident database.

5. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide paging guideline access for identifying the plurality of predetermined business associates associated with the incident.

6. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide for a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum.

7. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide process map access to the business associates to resolve the incident, wherein the process maps are included within the knowledge management system.

8. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide flow chart access to the business associates to resolve the incident, wherein the flow charts are included within the knowledge management system.

9. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system.

10. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.

11. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to receive a third user input that identifies the severity of the incident.

12. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to display on the user interface an incident ticket resolution interface configured for receiving the second user input.

13. The system of claim 12, wherein the processor is further configured to execute the computer-readable program code to display on the user interface the incident ticket resolution interface including a details entry field and a root cause entry field.

28. The system of claim 1, wherein providing knowledge management system access includes providing paging guideline access for identifying the plurality of predetermined business associates associated with the incident, providing a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum, providing process map and flow chart access to the business associates to resolve the incident, wherein the process maps and flow charts are included within the knowledge management system, providing incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system, and providing incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.

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:

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.

15. The computer program product of claim 14, 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.

16. The computer program product of claim 14, 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.

17. The computer program product of claim 14, 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.

18. The computer program product of claim 14, wherein the third executable portion is further configured for providing paging guideline access for identifying the plurality of predetermined business associates associated with the incident.

19. The computer program product of claim 14, wherein the third executable portion is further configured for providing for a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum.

20. The computer program product of claim 14, wherein the third executable portion is further configured for providing process map access to the business associates to resolve the incident, wherein the process maps are included within the knowledge management system.

21. The computer program product of claim 14, wherein the third executable portion is further configured for providing flow charts access to the business associates to resolve the incident, wherein the flow charts are included within the knowledge management system.

22. The computer program product of claim 14, wherein the third executable portion is further configured for providing incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system.

23. The computer program product of claim 14, wherein the third executable portion is further configured for providing incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.

24. The computer program product of claim 14, further comprising an executable portion configured for receiving a third user input that identifies the severity of the incident.

25. The computer program product of claim 14, wherein the fourth executable portion is further configured for displaying on the user interface an incident ticket resolution interface configured for receiving the second user input.

26. The computer program product of claim 25, wherein the fourth executable portion is further configured for displaying on the user interface the incident ticket resolution interface including a details entry field and a root cause entry field.

27. 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 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.

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:

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.

30. The computer program product of claim 29, wherein the third executable portion is further configured for providing knowledge management system access including providing paging guideline access for identifying the plurality of predetermined business associates associated with the incident, providing for a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum, providing process map and flow chart access to the business associates to resolve the incident, wherein the process maps and flow charts are included within the knowledge management system, providing incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system, and providing incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.