Incident communication interface for the knowledge management system

• US 8,266,072 B2
• Filed: 04/22/2009
• Issued: 09/11/2012
• Est. Priority Date: 04/22/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Grace, Daniel Douglas, Darga, Srinivas, Hunsaker, Eric Nathaniel, Elliott, Bryce Robert, Viswanathan, Rajaraman, Schreder, Michael J., Lavelle, Greg M., Sansbury, Darryl Alan, Roche, Christine, Pandrapagada, Rama Rao
• Primary Examiner(s): Loftis, Johnna
• Assistant Examiner(s): Koneru, Sujay
• Application Number:
  US12/428,337
• Publication Number:
  US 20100274616A1
• Time in Patent Office: 1,238 Days
• Field of Search: 705 711- 742, 705/304, 705345-346
• US Class Current: 705/346
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

Embodiments of the present invention include a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system with an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. The incident communication interface also communicates information related to an incident to business associates. The incident communication interface provides the business associates knowledge management system access. The incident communication interface receives user input including details related to resolving the incident and the incident details are stored in the incident report database.

Claims

1. A system for identifying and resolving incidents in a knowledge management system, said system comprising:

a user interface;

a memory device;

a communication device; and

a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to;

provide within the knowledge management system an incident dashboard interface, wherein the incident dashboard interface allows a user to view open incident tickets occurring within a business from a channel view, a sub-channel view, an application view, and individual incident view in dashboards;

provide within the knowledge management system an incident recovery guideline interface, wherein the incident recovery guideline interface allows the user to view one or more guidelines with steps for resolving the open incident tickets;

provided within the knowledge management system an incident process map and flow chart interface, wherein the incident process map and flow interface allows the user to view one or more process maps or flow charts for resolving the open incident tickets;

provide within the knowledge management system an incident search interface, wherein the incident search interface allows the user to search for one or more past incident tickets that help in resolving the open incident tickets

provide within the knowledge management system an incident ticket interface, wherein the incident ticket interface allows a user to;

access an incident ticket,

communicate information related to the incident ticket to a plurality of predetermined business associates,

provide knowledge management system access to the business associates to resolve the incident,

view incident details related to resolving the incident, wherein the incident ticket is populated with pre-stored historical incident details related to other incident tickets that have occurred in the past,

populate the incident ticket with information used to resolve the incident,

wherein the information comprises the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets searched related to the incident or resolution of the incident, or documents used to resolve the incident, and

wherein the incident ticket populated with the information used to resolve the incident is stored to allow another user to view the incident ticket in the future and access the information to resolve similar future incidents.

2. The system of claim 1, wherein the incident ticket interface allows two or more users to populate a communication section, wherein the communication section records a running tab of communication details entered by the two or more users that are working to solve the incident.

3. The system of claim 1, wherein the knowledge management system stores any changes made to the incident tickets, and wherein incident ticket interface allows the user to view the information entered in the fields of the incident ticket over time for identifying the progression of the resolution of the incident over time.

4. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to automatically populate one or more fields included in the incident ticket entry interface by accessing an incident report in an incident report database or an incident database.

5. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide a contact interface within the knowledge management system, wherein the contract interface allows the user to identify the plurality of predetermined business associates associated with the incident.

6. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide for a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum.

7. The system of claim 1, wherein the incident ticket populated with information used to resolve the incident includes links to the interfaces related to the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets search related to the incident or resolution of the incident, and the documents used to resolve the incident.

8. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide process map and flow chart access to the business associates to resolve the incident, wherein the process map and flow charts are included within the knowledge management system.

9. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system.

10. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to provide incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.

11. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to receive a third user input that identifies the severity of the incident.

12. The system of claim 1, wherein the processor is further configured to execute the computer-readable program code to display on the user interface an incident ticket resolution interface configured for receiving user input.

13. The system of claim 12, wherein the processor is further configured to execute the computer-readable program code to display on the user interface the incident ticket resolution interface including a details entry field and a root cause entry field.

14. A computer program product for a knowledge management system, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for providing within the knowledge management system an incident dashboard interface, wherein the incident dashboard interface allows a user to view open incident tickets occurring within a business from a channel view, a sub-channel view, an application view, and individual incident view in dashboards;

an executable portion configured for providing within the knowledge management system an incident recovery guideline interface, wherein the incident recovery guideline interface allows the user to view one or more guidelines with steps for resolving the open incident tickets;

an executable portion configured for providing within the knowledge management system an incident process map and flow chart interface, wherein the incident process map and flow interface allows the user to view one or more process maps or flow charts for resolving the open incident tickets;

an executable portion configured for providing within the knowledge management system an incident search interface, wherein the incident search interface allows the user to search for one or more past incident tickets that help in resolving the open incident tickets

an executable portion configured for providing within the knowledge management system an incident ticket interface, wherein the incident ticket interface allows a user to;

access an incident ticket associated with an incident,

communicate information related to the incident ticket to a plurality of predetermined business associates,

provide knowledge management system access to the business associates to resolve the incident, and

view incident details related to resolving the incident, wherein the incident ticket is populated with pre-stored historical incident details related to other incident tickets that have occurred in the past,

populate the incident ticket with information used to resolve the incident,

wherein the information comprises the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets searched related to the incident or resolution of the incident, or documents used to resolve the incident, and

wherein the incident ticket populated with the information used to resolve the incident is stored to allow another user to view the incident ticket in the future and access the information to resolve similar future incidents.

15. The computer program product of claim 14, wherein incident ticket interface allows two or more users to populate a communication section, wherein the communication section records a running tab of communication details entered by the two or more users that are working to solve the incident.

16. The computer program product of claim 14, wherein the knowledge management system stores any changes made to the incident tickets, and wherein incident ticket interface allows the user to view the information entered in the fields of the incident ticket over time for identifying the progression of the resolution of the incident over time.

17. The computer program product of claim 14, wherein the executable portion configured for providing within the knowledge management system the incident ticket interface is further configured for automatically populating one or more fields included in the incident ticket interface by accessing an incident report in an incident report database or an incident database.

18. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for providing a contact interface within the knowledge management system, wherein the contract interface allows the user to identify the plurality of predetermined business associates associated with the incident.

19. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for providing for a bridge-line within the knowledge management system to allow the plurality of predefined business associates an incident relation forum.

20. The computer program product of claim 14, wherein the incident ticket populated with information used to resolve the incident includes links to the interfaces related to the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets search related to the incident or resolution of the incident, and the documents used to resolve the incident.

21. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for providing process map and flow chart access to the business associates to resolve the incident, wherein the flow charts are included within the knowledge management system.

22. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for providing incident database access to the business associates to resolve the incident, wherein the incident database is included within the knowledge management system.

23. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for providing incident recovery guide database access to the business associates to resolve the incident, wherein the incident recovery guide database is within the knowledge management system.

24. The computer program product of claim 14, further comprising an executable portion configured for receiving a third user input that identifies the severity of the incident.

25. The computer program product of claim 14, wherein the computer-readable program code portions further comprise an executable portion configured for displaying on the user interface an incident ticket resolution interface configured for receiving user input.

26. The computer program product of claim 25, wherein the incident ticket interface further comprises a details entry field and a root cause entry field.

27. A system for identifying and resolving incidents in a knowledge management system, said system comprising:

a user interface;

a memory device;

a communication device; and

a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to;

provide within the knowledge management system an incident dashboard interface, wherein the incident dashboard interface allows a user to view open incident tickets occurring within a business from a channel view, a sub-channel view, an application view, and individual incident view in separate dashboards;

provide within the knowledge management system an incident recovery guideline interface, wherein the incident recovery guideline interface allows the user to view one or more guidelines with steps for resolving the open incident tickets;

provided within the knowledge management system an incident process map and flow chart interface, wherein the incident process map and flow interface allows the user to view one or more process maps or flow charts for resolving the open incident tickets;

provide within the knowledge management system an incident search interface, wherein the incident search interface allows the user to search for one or more past incident tickets that help in resolving the open incident tickets

provide within the knowledge management system an incident ticket interface, wherein the incident ticket interface allows a user to;

access an incident ticket with one or more fields that are automatically populated by accessing an incident report in an incident report database or an incident database,

communicate information related to the incident ticket to a plurality of predetermined business associates,

provide knowledge management system access to the business associates to resolve the incident,

view incident details related to resolving the incident, wherein the incident ticket is populated with pre-stored historical incident details related to other incident tickets that have occurred in the past, and

populate the incident ticket with information used to resolve the incident,

wherein the information comprises the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets searched related to the incident or resolution of the incident, and documents used to resolve the incident,

wherein the incident ticket populated with information used to resolve the incident includes links to the interfaces related to the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets search related to the incident or resolution of the incident, and the documents used to resolve the incident, and

wherein the incident ticket populated with the information used to resolve the incident is stored to allow another user to view the incident ticket in the future and access the information to resolve similar future incidents.

28. A computer program product for a knowledge management system, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion for providing within the knowledge management system an incident dashboard interface, wherein the incident dashboard interface allows a user to view open incident tickets occurring within a business from a channel view, a sub-channel view, an application view, and individual incident view in separate dashboards;

an executable portion for providing within the knowledge management system an incident recovery guideline interface, wherein the incident recovery guideline interface allows the user to view one or more guidelines with steps for resolving the open incident tickets;

an executable portion for providing within the knowledge management system an incident process map and flow chart interface, wherein the incident process map and flow interface allows the user to view one or more process maps or flow charts for resolving the open incident tickets;

an executable portion for providing within the knowledge management system an incident search interface, wherein the incident search interface allows the user to search for one or more past incident tickets that help in resolving the open incident tickets

an executable portion for providing within the knowledge management system an incident ticket interface, wherein the incident ticket interface allows a user to;

access an incident ticket with one or more fields that are automatically populated by accessing an incident report in an incident report database or an incident database

communicate information related to the incident ticket to a plurality of predetermined business associates;

provide knowledge management system access to the business associates to resolve the incident; and

view incident details related to resolving the incident, wherein the incident ticket is populated with pre-stored historical incident details related to other incident tickets that have occurred in the past,

populate the incident ticket with information used to resolve the incident,

wherein the information comprises the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets searched related to the incident or resolution of the incident, and documents used to resolve the incident

wherein the incident ticket populated with information used to resolve the incident includes links to the interfaces related to the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets search related to the incident or resolution of the incident, and the documents used to resolve the incident, and

wherein the incident ticket populated with the information used to resolve the incident is stored to allow another user to view the incident ticket in the future and access the information to resolve similar future incidents.