Systems and methods for technical support based on a flock structure

• US 8,560,369 B2
• Filed: 11/01/2007
• Issued: 10/15/2013
• Est. Priority Date: 11/01/2007
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Messer, Martin
• Primary Examiner(s): Jasmin, Lynda
• Assistant Examiner(s): Koneru, Sujay
• Application Number:
  US11/933,532
• Publication Number:
  US 20090119147A1
• Time in Patent Office: 2,175 Days
• Field of Search: 705 711- 742, 705/304
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.

Claims

1. A method comprising:

receiving, by a processor, a technical issue;

selecting, by the processor, a technical group from a plurality of technical groups according to a technical area of the technical issue and amount of technical assistance requests handled by the selected technical group;

routing, by the processor, the technical issue to the selected technical group;

instantiating, by the processor, a ticket for the technical issue;

generating, by the processor, a subscription link associated with the ticket to a plurality of members outside of the selected technical group;

receiving, by the processor, a post from a member among the plurality of members outside of the selected technical group upon activation of the subscription link from the member, wherein the post comprise a resolution of the technical issue; and

providing a status of the ticket to the plurality of members outside the selected technical group, in view of the post upon activation of the subscription link from the plurality of members.

2. The method of claim 1, further comprising assigning the technical issue to a member of the selected technical group.

3. The method of claim 2, further comprising broadcasting a notification message to the selected technical group, wherein the notification message comprises one of an identification of the ticket, description of the technical issue, the assigned member of the selected technical group, or a request to contribute any solutions to the technical issue.

4. The method of claim 3, further comprising providing a comment associated with the technical issue from the member of the selected technical group.

5. The method of claim 1 further comprising broadcasting the post to the selected technical group.

6. The method of claim 1 further comprising generating a solution to the technical issue from the selected technical group.

7. The method of claim 1, further comprising providing the resolution of the technical issue to the selected technical group.

8. The method of claim 1, further comprising providing the status of the ticket to the selected technical group.

9. A system comprising:

a processor;

a system memory coupled to the processor to provide instructions to the processor, and in response to the instructions, the processor to;

receive a technical issue;

select a technical group from a plurality of technical groups according to a technical area of the technical issue and amount of technical assistance requests handled by the selected technical group;

route the technical issue to the selected technical group;

instantiate a ticket for the technical issue;

generate a subscription link associated with the ticket to a plurality of members outside of the selected technical group;

receive a post from a member among the plurality of members outside of the selected technical group upon activation of the subscription link from the member, wherein the post comprise a resolution of the technical issue; and

provide a status of the ticket to the plurality of members outside the selected technical group, in view of the post upon activation of the subscription link from the plurality of members.

10. The system of claim 9, the processor to assign the technical issue to a member of the selected technical group.

11. The system of claim 10, the processor to broadcast a notification message to the selected technical group, wherein the notification message comprises one of an identification of the ticket, description of the technical issue, the assigned member of the selected technical group, or a request to contribute any solutions to the technical issue.

12. The system of claim 11, the processor to provide a comment associated with the technical issue from the member of the selected technical group.

13. The system of claim 9, the processor to broadcast the post to the selected technical group.

14. The system of claim 9, the processor to generate a solution to the technical issue from the selected technical group.

15. The system of claim 9, the processor to provide the resolution of the technical issue to the selected technical group.

16. The system of claim 9, the processor to provide the status of the ticket to the selected technical group when the subscription link is activated.

17. A non-transitory computer readable medium including instructions that, when executed by a processor, cause the processor to perform an operation comprising:

receiving, by a processor, a technical issue;

selecting, by the processor, a technical group from a plurality of technical groups according to a technical area of the technical issue and amount of technical assistance requests handled by the selected technical group;

routing, by the processor, the technical issue to the selected technical group;

instantiating, by the processor, a ticket for the technical issue;

generating, by the processor, a subscription link associated with the ticket to a plurality of members outside of the selected technical group;

receiving, by the processor, a post from a member among the plurality of members outside of the selected technical group upon activation of the subscription link from the member, wherein the post comprise a resolution of the technical issue; and

providing a status of the ticket to the plurality of members outside the selected technical group, in view of the post upon activation of the subscription link from the plurality of members.

18. The non-transitory computer readable medium of claim 17, wherein the operation further comprises assigning the technical issue to a member of the selected technical group.

19. The non-transitory computer readable medium of claim 17, wherein the operation further comprises broadcasting a notification message to the selected technical group, wherein the notification message comprises one of an identification of the ticket, description of the technical issue, the assigned member of the selected technical group, or a request to contribute any solutions to the technical issue.

20. The non-transitory computer readable medium of claim 17, wherein the operation further comprises providing a comment associated with the technical issue from the member of the selected technical group.

21. The non-transitory computer readable medium of claim 17, wherein the operation further comprises providing the resolution of the technical issue to the selected technical group.

22. The non-transitory computer readable medium of claim 17, wherein the operation further comprises providing the status of the ticket to the selected technical group.

23. The non-transitory computer readable medium of claim 17, wherein the operation further comprises broadcasting the post to the selected technical group.

24. The non-transitory computer readable medium of claim 17, wherein the operation further comprises generating a solution to the technical issue from the selected technical group.