Systems and methods for linking an issue with an entry in a knowledgebase

• US 8,037,009 B2
• Filed: 08/27/2007
• Issued: 10/11/2011
• Est. Priority Date: 08/27/2007
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Hibbets, Jason S.
• Primary Examiner(s): FERNANDEZ RIVAS, OMAR F
• Application Number:
  US11/845,487
• Publication Number:
  US 20090063386A1
• Time in Patent Office: 1,506 Days
• Field of Search: None
• US Class Current: 706/62
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An embodiment relates generally to a method of linking. The method includes receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information and searching a knowledgebase in a second system based on the message to obtain at least one related entry. The method also includes associating at least one related entry with the non-confidential information of the message, updating at least one related entry with the non-confidential information, or creating a new entry with the non-confidential information, in the knowledgebase.

Claims

1. A method of linking, the method comprising:

receiving an indication of a ticket that was closed by a case management system, wherein the indication comprises a description of the closed ticket;

comparing the description to a key word dictionary to identify a key word of the description that matches a term in the key word dictionary;

searching, by a processor, a knowledgebase with the key word of the description to obtain at least one entry related to the closed ticket, wherein the knowledgebase comprises a set of revisable entries;

updating the at least one related entry with the description; and

storing the updated at least one related entry in the knowledgebase.

2. The method of claim 1, wherein searching the knowledgebase comprises:

buffering the indication; and

extracting the description from the indication.

3. The method of claim 1, further comprising:

receiving the at least one related entry; and

populating the at least one related entry and the description in a graphical user interface.

4. The method of claim 3, further comprising sending at least one of the graphical user interface and a link to a service agent.

5. The method of claim 4, further comprising receiving a selection of the at least one related entry being associated with the description from the service agent.

6. An apparatus for linking, the apparatus comprising:

a processor configured to execute a control module;

a first interface coupled to the control module and configured to receive messages associated with technical issues from a case management system; and

a second interface coupled to the control module and configured to exchange information with a knowledgebase, wherein the control module is configured to receive an indication of a ticket that was closed by the case management system, wherein the indication comprises a description of the closed ticket, to compare the description to a key word dictionary to identify a key word of the description that matches a term in the key word dictionary, to search a knowledgebase with the key word of the description to obtain at least one entry related to the closed ticket, wherein the knowledgebase comprises a set of revisable entries, to update the at least one related entry with the description, and to store the updated at least one related entry in the knowledgebase.

7. The apparatus of claim 6, wherein the control module is further configured to buffer the indication and to extract the description from the indication.

8. The apparatus of claim 6, wherein the control module is further configured to receive the at least one related entry and to populate the at least one related entry and the description in a graphical user interface.

9. The apparatus of claim 8, wherein the control module is further configured to send at least one of the graphical user interface and a link to an assigned agent.

10. The apparatus of claim 9, wherein the control module is further configured to receive a selection of the at least one related entry being associated with the description from the assigned agent.

11. A system for linking, the system comprising:

a processor configured to execute a linker;

a case management system coupled to the linker, the case management system configured to forward messages associated with technical issues to the linker; and

a library system coupled to the linker, the library system configured to exchange information with the linker, wherein the linker is configured to receive an indication of a ticket that was closed by the case management system , wherein the indication comprises a description of the closed ticket, to compare the description to a key word dictionary to identify a key word of the description that matches a term in the key word dictionary, to search a knowledgebase with the key word of the description to obtain at least one entry related to the closed ticket, wherein the knowledgebase comprises a set of revisable entries, to update the at least one related entry with the description, and to store the updated at least one related entry in the knowiedgebase.

12. The system of claim 11, wherein the linker is further configured to buffer the indication and to extract the description from the indication.

13. The system of claim 11, wherein the linker is further configured to receive the at least one related entry and to populate the at least one related entry and the description in a graphical user interface.

14. The system of claim 13, wherein the graphical user interface is one of an HTML page, an XML page, and an SGML page.

15. The system of claim 13, wherein the linker is further configured to send at least one of the graphical user interface and a link to an assigned agent.

16. The system of claim 15, wherein the linker is further configured to receive a selection of the at least one related entry being associated with the description from the assigned agent.