Problem ticket cause allocation

• US 8,028,197 B1
• Filed: 09/25/2009
• Issued: 09/27/2011
• Est. Priority Date: 09/25/2009
• Status: Expired due to Fees

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Motilal, Richard, Barua, Abhik, Cassone, Deandra T.
• Primary Examiner(s): DUNCAN, MARC M
• Application Number:
  US12/567,293
• Time in Patent Office: 732 Days
• Field of Search: 714/26, 714/47.2, 714/47.3, 714/48, 714/57, 379/9.03, 379/9.04, 702/185
• US Class Current: 714/26
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Systems and methods are provided for problem ticket resolution. A resolution component allocates a cause for each problem ticket, assigned by resolution teams to root cause clusters, to systems based on historical records that identify one of multiple historical systems as a cause for each historical problem ticket. If a corresponding number of causes allocated to a system is a predetermined amount greater than a corresponding historical number of causes allocated to the system, the resolution component may output a notification to a user interface to prompt a management action regarding the system, access a report associated with the system and output a notification to the user interface to prompt a management action regarding the system based on the report, or assign a set of problem tickets allocated to the system to a resolution team.

Claims

1. A system for problem ticket resolution, comprising:

a processor;

a memory; and

a resolution component, stored in the memory, that when executed by the processor,

allocates a cause for each of a plurality of problem tickets, assigned by a plurality of resolution teams to a plurality of root cause clusters, to a plurality of systems based on historical records that identify one of a plurality of historical systems as a cause for each of a plurality of historical problem tickets,

determines whether a corresponding number of causes allocated to one of the plurality of systems is a predetermined amount greater than a corresponding historical number of causes allocated to the one of the plurality of systems,

outputs a notification to a user interface to prompt a management action regarding the one of the plurality of systems in response to a determination that the corresponding number of causes allocated to the one of the plurality of systems is the predetermined amount greater than the corresponding historical number of causes allocated to the one of the plurality of systems.

2. The system of claim 1, wherein each of the plurality of resolution teams assigns problem tickets associated with at least one of a predetermined level of complexity and a predetermined level of severity.

3. The system of claim 1, wherein the plurality of systems comprise at least one of an order entry system, an order processing system, an order delivery system, an interface between the order entry system and the order processing system and an interface between the order processing system and the order delivery system.

4. The system of claim 1, wherein the corresponding number of causes is adjusted for a number of orders relative to a historical number of orders.

5. The system of claim 1, wherein the corresponding historical number of causes allocated to the one of the plurality of systems is based on at least one of a corresponding time of day and a corresponding day of week.

6. The system of claim 1, wherein the management action comprises justifying an allocation of resources to implement a solution based on the one of the plurality of systems.

7. The system of claim 1, wherein the management action comprises implementing training for users of the one of the plurality of systems.

8. The system of claim 1, wherein the management action comprises temporarily halting the one of the plurality of systems.

9. The system of claim 1, wherein the management action comprises implementing a solution based on the one of the plurality of systems.

10. The system of claim 9, wherein the resolution component further evaluates the solution based on a determination whether a corresponding number of causes allocated to the one of the plurality of systems after the solution is implemented is the predetermined amount greater than the corresponding historical number of causes allocated to the one of the plurality of systems.

11. A computer implemented method for problem ticket resolution, comprising:

allocating, by a resolution component stored in a memory and executed by a processor, a cause for each of a plurality of problem tickets, assigned by a plurality of resolution teams to a plurality of root cause clusters, to a plurality of systems based on historical records that identify one of a plurality of historical systems as a cause for each of a plurality of historical problem tickets;

determining, by the resolution component, whether a corresponding number of causes allocated to one of the plurality of systems is a predetermined amount greater than a corresponding historical number of causes allocated to the one of the plurality of systems;

accessing a report associated with the one of the plurality of systems in response to a determination that the corresponding number of causes allocated to the one of the plurality of systems is the predetermined amount greater than the corresponding historical number of causes allocated to the one of the plurality of systems; and

outputting, by the resolution component, a notification to a user interface to prompt a management action regarding the one of the plurality of systems based on the report.

12. The computer implemented method of claim 11, wherein accessing the report comprises at least one of requesting the report and receiving the report on an occasional basis.

13. The computer implemented method of claim 11, wherein the corresponding number of causes allocated to one of the plurality of systems is adjusted for an amount of time spent on each of the corresponding number of problem tickets relative to an expected amount of time spent on each of the corresponding number of problem tickets.

14. The computer implemented method of claim 11, wherein the report specifies a number of orders in process by the one of the plurality of systems.

15. The computer implemented method of claim 11, wherein the report specifies a number of problem tickets resolved by the plurality of resolution teams per unit of time relative to a historical number of tickets resolved by the plurality of resolution teams per unit of time.

16. The computer implemented method of claim 15, wherein the report adjusts the number of problem tickets resolved per unit of time for a number of resources available to the plurality of resolution teams.

17. The computer implemented method of claim 11, wherein the management action comprises investigating another one of the plurality of systems based on the report.

18. The computer implemented method of claim 11, wherein the management action comprises reassigning a resource from one of the plurality of resolution teams to another of the plurality of resolution teams based on the report.

19. A system for problem ticket resolution, comprising:

a processor;

a memory; and

a resolution component, stored in the memory, that when executed by the processor,

allocates a cause for each of a plurality of problem tickets, assigned by a plurality of resolution teams to a plurality of root cause clusters, to a plurality of systems based on historical records that identify one of a plurality of historical systems as a cause for each of a plurality of historical problem tickets,

determines whether a corresponding number of causes allocated to one of the plurality of systems is a predetermined amount greater than a corresponding historical number of causes allocated to the one of the plurality of systems,

assigns a set of problem tickets allocated to the one of the plurality of systems to one of the plurality of resolution teams in response to a determination that the corresponding number of causes allocated to the one of the plurality of systems is the predetermined amount greater than the corresponding historical number of causes allocated to the one of the plurality of systems.

20. The system of claim 19, wherein the resolution component assigns the set of problem tickets allocated to the one of the plurality of systems to one of the plurality of resolution teams based on a report associated with the one of the plurality of systems.