Predicting the Severity of an Active Support Ticket

• US 20150346918A1
• Filed: 09/19/2014
• Published: 12/03/2015
• Est. Priority Date: 06/02/2014
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: Ryan Currier
• Inventors: Currier, Ryan, Subramanian, Venkitesh, Bodda, Gabriele, Mankanawala, Prerna, Kasai, Rei, Rajamohan, Devasena, Chithambaram, Amith Manoharan, Chesire, Terence, Karadi, Kiran
• Application Number:
  US14/491,658
• Publication Number:
  US 20150346918A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment

Abstract

An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. A graphics engine can present each active support ticket as a line positioned along the perimeter of an inner circle where the length of the line represents the severity index score of the corresponding active support ticket. In some examples, the lines can extend towards an outer circle that represents a predefined threshold value for the severity index score.

Claims

1. A computer-implemented method, comprising:

providing, by a processor, a graphical user interface configured to represent a plurality of members belonging to a dataset, the graphical user interface including a first figure having a plurality of lines positioned along the perimeter of the first figure and extending perpendicularly away from the first figure, wherein a first line from the plurality of lines that represents a first member of the dataset is positioned at a first position on the perimeter of the first figure according to a first attribute of the first member, the first line having a length that is proportional to a second attribute of the first member;

detecting, by the processor, that a new member has been added to the dataset; and

repositioning, by the processor, the first line to a second position on the perimeter of the first figure based on the first attribute of the first member and the first attribute of the new member.

2. The computer-implemented method of claim 1, wherein the graphical user interface further includes a second figure that is substantially the same shape as the first figure, wherein the size of the second figure is proportional to a predefined threshold value for the second attribute.

3. The computer-implemented method of claim 2, wherein the first figure and the second figure are circular in shape and share a center point.

4. The computer-implemented method of claim 2, wherein the first line takes on a first appearance when the first line is within the second figure and wherein the first line takes on a second appearance when the first line extends past the second figure.

5. The computer-implemented method of claim 1, wherein the plurality of members are active support tickets configured to track issues with a product.

6. The computer-implemented method of claim 5, wherein the first attribute is related to time and the second attribute is a severity index score configured to represent the likelihood that an outcome associated with an active support ticket will occur during the lifecycle of the active support ticket.

7. The computer-implemented method of claim 1, further comprising:

detecting, by the processor, a request to sort the plurality of members according to a third attribute of the plurality of members; and

repositioning, by the processor, the first line to a third position on the perimeter of the first figure based on the third attribute of the first member and the third attribute of the plurality of members.

8. A non-transitory computer readable storage medium storing one or more programs, the one or more programs comprising instructions for:

providing a graphical user interface configured to represent a plurality of members belonging to a dataset, the graphical user interface including a first figure having a plurality of lines positioned along the perimeter of the first figure and extending perpendicularly away from the first figure, wherein a first line from the plurality of lines that represents a first member of the dataset is positioned at a first position on the perimeter of the first figure according to a first attribute of the first member, the first line having a length that is proportional to a second attribute of the first member;

detecting that a new member has been added to the dataset; and

repositioning the first line to a second position on the perimeter of the first figure based on the first attribute of the first member and the first attribute of the new member.

9. The non-transitory computer readable storage medium of claim 8, wherein the graphical user interface further includes a second figure that is substantially the same shape as the first figure, wherein the size of the second figure is proportional to a predefined threshold value for the second attribute.

10. The non-transitory computer readable storage medium of claim 9, wherein the first figure and the second figure are circular in shape and share a center point.

11. The non-transitory computer readable storage medium of claim 9, wherein the first line takes on a first appearance when the first line is within the second figure and wherein the first line takes on a second appearance when the first line extends past the second figure.

12. The non-transitory computer readable storage medium of claim 8, wherein the plurality of members are active support tickets configured to track issues with a product.

13. The non-transitory computer readable storage medium of claim 12, wherein the first attribute is related to time and the second attribute is a severity index score configured to represent the likelihood that an outcome associated with an active support ticket will occur during the lifecycle of the active support ticket.

14. The non-transitory computer readable storage medium of claim 8, further comprising:

detecting a request to sort the plurality of members according to a third attribute of the plurality of members; and

repositioning the first line to a third position on the perimeter of the first figure based on the third attribute of the first member and the third attribute of the plurality of members.

15. A computer implemented system, comprising:

one or more computer processors; and

a non-transitory computer-readable storage medium comprising instructions, that when executed, control the one or more computer processors to be configured for;

providing a graphical user interface configured to represent a plurality of members belonging to a dataset, the graphical user interface including a first figure having a plurality of lines positioned along the perimeter of the first figure and extending perpendicularly away from the first figure, wherein a first line from the plurality of lines that represents a first member of the dataset is positioned at a first position on the perimeter of the first figure according to a first attribute of the first member, the first line having a length that is proportional to a second attribute of the first member;

detecting that a new member has been added to the dataset; and

repositioning the first line to a second position on the perimeter of the first figure based on the first attribute of the first member and the first attribute of the new member.

16. The computer implemented system of claim 15, wherein the graphical user interface further includes a second figure that is substantially the same shape as the first figure, wherein the size of the second figure is proportional to a predefined threshold value for the second attribute.

17. The computer implemented system of claim 16, wherein the first figure and the second figure are circular in shape and share a center point.

18. The computer implemented system of claim 16, wherein the first line takes on a first appearance when the first line is within the second figure and wherein the first line takes on a second appearance when the first line extends past the second figure.

19. The computer implemented system of claim 15, wherein the plurality of members are active support tickets configured to track issues with a product.

20. The computer implemented system of claim 19, wherein the first attribute is related to time and the second attribute is a severity index score configured to represent the likelihood that an outcome associated with an active support ticket will occur during the lifecycle of the active support ticket.