Method and System for Centralized Issue Tracking

• US 20130262461A1
• Filed: 03/29/2012
• Published: 10/03/2013
• Est. Priority Date: 03/29/2012
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Pignataro, Carlos M., Salgueiro, Gonzalo A., Clarke, Joseph Michael, Dunn, Rodney
• Granted Patent: US 8,799,230 B2
• Time in Patent Office: Days
• US Class Current: 707/736
• CPC Class Codes: G06F 16/182 Distributed file systems
• CPC Class Codes: G06F 16/2462 Approximate or statistical queries
• CPC Class Codes: G06F 16/254 Extract, transform and load [ETL] procedures, e.g. ETL data flows in data warehouses
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]

Abstract

In one embodiment, a method for facilitating centralized issue tracking. The method includes receiving information on a case from an issue tracking system (case information). The method facilitates executing a tagging method stored in a memory device that reads the case information, determines whether a part of the case information is desired information, and then tags the desired information. Finally, the method facilitates communicating the tagged information to a centralized database, where the centralized database stores the tagged information, and where the tagged information is accessible to the issue tracking system and at least one other issue tracking system.

Claims

1. A method comprising:

receiving case information on a case from an issue tracking system;

executing a tagging method stored in a memory device that reads the case information;

determining, via the tagging method, whether a part of the case information is desired information;

tagging the desired information due to the part of the case information being desired information; and

communicating the tagged information to a centralized database, where the centralized database stores the tagged information, and where the tagged information is accessible to the issue tracking system and at least one other issue tracking system.

2. The method of claim 1, further comprising:

executing an updating method stored in the memory device that updates the centralized database.

3. The method of claim 2, wherein the method is performed in real-time.

4. The method of claim 1, where the determining, via the tagging method, whether the part of the case information is desired information, comprises:

determining whether the part of the case information comprises only administrivia, where the part of the case information is not considered desired information when the part of the case information only consists of administrivia.

5. The method of claim 1, where the determining, via the tagging method, whether the part of the case information is desired information, comprises:

determining whether the part of the case information comprises information worthy of tagging, where the part of the case information is considered desired information when the part of the case information comprises information worthy of tagging, and

where information worthy of tagging includes at least one of;

a description of a tracked issue or a resolution for the tracked issue.

6. The method of claim 1, where:

the part of the case information is a note regarding an issue; and

the tagging method comprises;

receiving the note;

determining whether the note is sharable among other information tracking systems, where the note is sharable in at least one of the following instances;

the note does not contain confidential information or the note contains text that identifies the note as sharable;

scanning the note for a keyword using regular expression matching, due to the note being sharable; and

tagging a matching keyword.

7. The method of claim 6, where the tagging method further comprising tagging the note with an identifier that identifies a source of the note.

8. The method of claim 6, where the tagging method further comprises storing the note and including the note in a shared document.

9. The method of claim 6, where the tagging method further comprises making the note available to view from the issue tracking system and the at least one other issue tracking system.

10. The method of claim 9, where the tagging method further comprises making the note available to any node of a network associated with the issue tracking system.

11. Logic encoded on one or more tangible media for execution and when executed operable to:

receive information of a case from an issue tracking system;

execute a tagging method stored in a memory device that reads the information of a case;

determine, via the tagging method, whether a part of the information of a case is desired information;

tag the desired information due to the part of the information of a case being desired information; and

communicate the tagged information to a centralized database, where the centralized database stores the tagged information, and where the tagged information is accessible to the issue tracking system and at least one other issue tracking system.

12. The logic of claim 11, further operable to execute an updating method stored in the memory device that updates the centralized database.

13. The logic of claim 12, wherein the logic is operable in real-time.

14. The logic of claim 11, where the determination, via the tagging method, whether a part of the information of a case is desired information, comprises additional logic operable to:

determine whether the part of the information of a case comprises only administrivia, where the part of the information of a case is not considered desired information when the part of the case information only consists of administrivia.

15. The logic of claim 11, where the determination, via the tagging method, whether a part of the information of a case is desired information, comprises additional logic operable to:

determine whether the part of the information of a case comprises information worthy of tagging, where the part of the information of a case is considered desired information when the part of the information of a case comprises information worthy of tagging, and

where information worthy of tagging includes at least one of;

a resolution for an issue being tracked, an indication of an individual that resolved the issue being tracked, or contact information of the individual that resolved the issue being tracked.

16. The logic of claim 11, where:

the part of the information of a case is a note regarding an issue; and

the tagging method comprises additional logic operable to;

receive the note;

determine whether the note is sharable among other information tracking systems, where the note is sharable in at least one of the following instances;

the note does not contain confidential information or the note contains text that identifies the note as sharable;

scan the note for a keyword using regular expression matching, due to the note being sharable; and

a tag matching keyword.

17. The logic of claim 16, where the tagging method further comprises additional logic operable to tag the note with an identifier that identifies a source of the note.

18. The logic of claim 16, where the tagging method further comprises additional logic operable to store the note for including the note eventually in a shared document.

19. The logic of claim 16, where the tagging method further comprises additional logic operable to make the note available to view from the issue tracking system and the at least one other issue tracking system.

20. A first memory device having stored thereon processor executable instructions that, in response to execution by a processor, cause the processor to perform operations comprising:

receiving case information from an issue tracking system;

executing a tagging method stored in a second memory device that reads the case information;

determining, via the tagging method, whether a part of the case information is desired information;

tagging the desired information due to the part of the case information being desired information; and

communicating the tagged information to a centralized database, where the centralized database stores the tagged information, and where the tagged information is accessible to the issue tracking system and at least one other issue tracking system.