ACTIONS FOR AN INFORMATION TECHNOLOGY CASE

• US 20150317594A1
• Filed: 04/30/2014
• Published: 11/05/2015
• Est. Priority Date: 04/30/2014
• Status: Active Grant

• Current Assignee: Micro Focus LLC (Open Text Corporation)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Reznik, Leonid, Moshayev, Yuri, Snapir, Yariv, Dikman, Michael, Noter, Dan
• Granted Patent: US 10,572,841 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06395 Quality analysis or management

Abstract

Recommending actions to an Information Technology (IT) case can include searching an index for an IT case that matches a received IT case, identifying a plurality of actions for the received IT case based on the search, and recommending a subset of actions from the plurality of actions for the received IT case to an IT agent.

Claims

1. A system comprising:

an index engine to index a plurality of Information Technology (IT) data sources in an index; and

an action engine to;

search the index for an IT case that matches a received IT case;

identify a plurality of actions for the received IT case based on the search; and

recommend a subset of actions from the plurality of actions for the received IT case to an IT agent.

2. The system of claim 1, including the action engine to:

search the index for the IT case using a search parameter; and

identify the IT case in response to at least one entity field of an IT data source among the plurality of IT data sources matching the search parameter.

3. The system of claim 1, including the action engine to:

recommend the subset of actions to the IT agent based on a quality score of each of the plurality of actions; and

present the subset of actions in a user interface in a descending order of the quality score of the subset of actions.

4. The system of claim 1, including the action engine to order the subset of actions based on a quality score of each of the actions in the subset, wherein the quality score is updated based on a scalable stream of user feedback.

5. The system of claim 1, including the action engine to update the plurality of actions based on a scalable stream of user feedback.

6. The system of claim 1, including the index engine to identify the plurality of IT data sources to index based on an entity field.

7. A non-transitory computer-readable medium storing instructions executable by a processing resource to:

search an index for an Information Technology (IT) case that matches a received IT case, wherein the index includes a plurality of IT data sources;

identify a plurality of actions for the received IT case based on the search;

calculate a quality score for each of the plurality of actions; and

provide a subset of actions from the plurality of actions for the received IT case to an IT agent based on the quality scores of the subset of actions.

8. The non-transitory computer readable medium of claim 7, wherein the instructions executable to search the index for the IT case include instructions executable to notify an IT agent of an open IT case.

9. The non-transitory computer readable medium of claim 7, including instructions executable to recommend an action among the subset of actions based on a highest quality score among the subset of actions.

10. The non-transitory computer readable medium of claim 7, including instructions executable to implement a selected action from the subset of actions.

11. The non-transitory computer readable medium of claim 7, including instructions executable to dynamically list the plurality of actions based on a scalable stream of user feedback.

12. A method comprising:

indexing a plurality of Information Technology (IT) data sources based on entity fields of the plurality of IT data sources;

identifying a plurality of actions for a received IT case based a search of the index;

providing a subset of actions from the plurality of actions for the received IT case based on a quality score of the subset of actions;

updating the subset of actions from the plurality of actions based on a revised quality score; and

recommending the updated subset of actions from the plurality of actions for the received IT case to an IT agent.

13. The method of claim 12, wherein identifying the plurality of actions includes matching an entity field of an index entry to a search parameter.

14. The method of claim 12, further including updating the subset of actions from the plurality of actions based on user feedback.

15. The method of claim 12, further including:

assigning a quality score to each action within the plurality of actions;

calculating the quality score based on user feedback; and

recommending the updated subset of actions from the plurality of actions based on the calculated quality score for each action within the subset of actions.