KNOWLEDGE BASE FOR SERVICE TICKETING SYSTEM
First Claim
1. A method comprising:
- determining if a current version of a knowledge base item stored in computer memory has been previously displayed to a user;
if the current version of the knowledge base item has been previously displayed to the user, displaying on a display at least one identifier for the knowledge base item together with an apply-item graphical element such that when the apply-item graphical element is selected, information about the knowledge base item is stored without redisplaying the knowledge base item, wherein the stored information allows a ticketing application to apply the knowledge base item to a service ticket;
if the current version of the knowledge base item has not been displayed to the user, displaying on a display at least one identifier for the knowledge base item together with a new-item graphical element, such that the ticketing application is prevented from applying the knowledge base item to a service ticket on behalf of the user until the current version of the knowledge base item has been displayed to the user.
1 Assignment
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Accused Products
Abstract
A knowledge base system integrates with one or more ticketing systems. In accordance with some embodiments, the knowledge base system allows support technicians to apply articles to service tickets such that uniform resource locators for the articles are stored with the other data of the service ticket and can be seen when viewing a user interface that displays service ticket data. In accordance with some embodiments, the support technician can store an article in a service ticket without viewing the article if the support technician has previously viewed the current version of the article. If the support technician has not viewed the current version of the article, the knowledge base system requires the support technician to view the article before it can be applied to a service ticket.
30 Citations
20 Claims
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1. A method comprising:
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determining if a current version of a knowledge base item stored in computer memory has been previously displayed to a user; if the current version of the knowledge base item has been previously displayed to the user, displaying on a display at least one identifier for the knowledge base item together with an apply-item graphical element such that when the apply-item graphical element is selected, information about the knowledge base item is stored without redisplaying the knowledge base item, wherein the stored information allows a ticketing application to apply the knowledge base item to a service ticket; if the current version of the knowledge base item has not been displayed to the user, displaying on a display at least one identifier for the knowledge base item together with a new-item graphical element, such that the ticketing application is prevented from applying the knowledge base item to a service ticket on behalf of the user until the current version of the knowledge base item has been displayed to the user. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computer-implemented method comprising:
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receiving a first search query and a first knowledge base parameter from a browser client, the first knowledge base parameter being associated with a first ticketing application and the first search query being based on a description of a problem entered in the first ticketing application; searching a search index to retrieve information about knowledge base articles that match the search query and the first knowledge base parameter; displaying the information for the knowledge base articles that match the search query and the first knowledge base parameter and displaying the first the knowledge base parameter; receiving a selection of a second knowledge base parameter associated with a second ticketing application; displaying the second knowledge base parameter in place of the first knowledge base parameter; receiving an indication to perform a search based on a second search query; searching the search index to retrieve information about knowledge base articles that match the second search query and the second knowledge base parameter; and displaying the information for knowledge base articles that match the second search query and the second knowledge base parameter. - View Dependent Claims (8, 9, 10)
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11. A system comprising:
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a web application component configured to provide a web page comprising an identifier for a knowledge base article and an apply-article icon associated with the knowledge base article and configured to receive an indication that the apply-article icon was selected and in response, storing a session identifier and knowledge base article information in a session table; an embedding web service configured to receive the session identifier in a request for the knowledge base article information from a ticketing application, to retrieve the knowledge base article information from the session table using the session identifier, and to forward the knowledge base article information to the ticketing application. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A method of generating a graphical user interface on a display, the method comprising:
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retrieving information about articles in a knowledge base stored in memory, the information including a date that a current version of the article was created; displaying a recently updated articles table in the graphical user interface that shows information about at least two of the articles in the knowledge base ordered based on the dates that the current version of each article was created; identifying articles in the knowledge base that have been applied to a service ticket as recently used articles and for each recently used article, identifying the last date that the recently used article was applied to a service ticket; displaying a recently used articles table in the graphical user interface that shows information about at least two recently used articles ordered based on the last dates the articles were applied to a service ticket. - View Dependent Claims (18, 19, 20)
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Specification