System and method for offering multiple representations of an IPC ticket

• US 8,782,529 B2
• Filed: 07/01/2008
• Issued: 07/15/2014
• Est. Priority Date: 07/01/2008
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Grabarnik, Genady, Lenchner, Jonathan, Shwartz, Larisa
• Primary Examiner(s): TILLERY, RASHAWN N
• Application Number:
  US12/165,906
• Publication Number:
  US 20100005384A1
• Time in Patent Office: 2,205 Days
• Field of Search: 704/48, 709/223, 715/733, 715/736, 715/744, 715/745
• US Class Current: 715/744
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of the user looking at or working with the ticket includes determining relevant information. An environment related to a usage by the user is determined. Based upon the relevant information and the environment, an IPC ticket is generated with different views where only a relevant view of the different views is provided to each particular user.

Claims

1. A method for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of a user looking at or working with the ticket, comprising:

determining relevant information related to a user, wherein the relevant information includes a plurality of attributes of each individual user, and wherein the plurality of attributes are determined by at least information gleaned from historical system use by the user;

determining an environment related to a usage by the user, wherein determining the environment comprises gleaning, with a processor, a level of sophistication of the user determined by at least information known about the user independently of user-system interaction and a role of the user; and

based upon the relevant information and the environment, generating an IPC ticket with different views where a customized view is generated for each particular user based upon the plurality of attributes of each individual user, wherein the plurality of attributes includes a length of time said each individual user has worked at a particular job.

2. The method as recited in claim 1, wherein the relevant information includes attributes of the user including a known or discovered role of the user.

3. The method as recited in claim 1, wherein the relevant information includes attributes of the user including a known or discovered task of the user.

4. The method as recited in claim 1, wherein relevant information includes attributes of the user including a level of experience of the user as can be discerned either by a system'"'"'s explicit knowledge of this information, or by inferring the information by comparing the current ticket with the content of the user'"'"'s prior work with the system.

5. The method as recited in claim 1, wherein one of the different views includes an abstract or summary of the ticket.

6. The method as recited in claim 5, wherein the abstract or summary of the ticket is provided automatically using automatic text summarization.

7. The method as recited in claim 1, wherein the different views are presented based on whether the environment is a business environment or an information technology environment.

8. The method as recited in claim 1, wherein the different views include auxiliary information relevant to the ticket obtained either from a repository of information about systems under management or obtained in real time from discovery agents.

9. The method as recited in claim 8, wherein the auxiliary information relevant to the ticket comes from a configuration management database (CMDB).

10. The method as recited in claim 1, wherein the different views include knowledge of annotations done on a ticket, either by persons or by automatic software elements.

11. The method as recited in claim 1, wherein the different views include a relationship of a current ticket with other tickets which have been opened against components related to the current ticket.

12. The method as recited in claim 1, wherein one or more of the different views include a timeline incrementally showing what has been added to the ticket over its lifetime.

13. The method as recited in claim 1, wherein one or more of the different views include a timeline showing recent changes to an operating environment relevant to the components associated with the ticket.

14. The method as recited in claim 1, wherein the different views include one of information about business processes and service level agreements (SLAs).

15. A non-transitory computer readable storage medium comprising a computer readable program for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of a user looking at or working with the ticket, wherein the computer readable program when executed on a computer causes the computer to perform the steps of:

determining relevant information related to a user, wherein the relevant information includes a plurality of attributes of each individual user, and wherein the plurality of attributes are determined by at least information gleaned from historical system use by the user;

determining an environment related to a usage by the user, wherein determining the environment comprises gleaning, with a processor, a level of sophistication of the user determined by at least information known about the user independently of user-system interaction and a role of the user; and

based upon the relevant information and the environment, generating an IPC ticket with different views where a customized view is generated for each particular user based upon the plurality of attributes of each individual user, wherein the plurality of attributes includes a length of time said each individual user has worked at a particular job.

16. A system for rendering, with a processor, different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of a user looking at or working with the ticket, comprising:

a user modeler configured to employ at least information known about the user independently of user-system interaction or a predetermined role of the user to assess areas of expertise of a user, the user modeler configured to determine relevant information about at least one of a role of a user, experience level of the user and a task;

a component-based ticket model configured to model information views of an IPC ticket;

configuration management database (CMDB) configured to store and manage information about informational technology components including attributes, and relationships between components;

a CMDB-ticket mapper configured to identify elements of the CMDB which are relevant for roles of the user(s); and

a ticket rendering component configured to generate an IPC ticket with different views where a customized view is generated for each particular user based upon the relevant information of the user modeler, the CMDB ticket-mapper in accordance with the ticket model, wherein the relevant information includes a plurality of attributes of each individual user, wherein the plurality of attributes are determined by at least information gleaned from historical system use by the user, and wherein the plurality of attributes includes a length of time said each individual user has worked at a particular job.

17. The system as recited in claim 16, wherein the relevant information includes attributes of the user including one of a known or discovered role of the user;

a known or discovered task of the user;

a level of sophistication or level of experience of the user as can be discerned either by a system'"'"'s explicit knowledge of this information, or by inferring the information by comparing the current ticket with the content of the user'"'"'s prior work with the system; and

a known or discovered task of the user.

18. The system as recited in claim 16, wherein one of the different views includes an abstract or summary of the ticket and the abstract or summary of the ticket is provided automatically using automatic text summarization.

19. The system as recited in claim 16, wherein the different views are presented based on one of an environment being a business environment or an information technology environment;

auxiliary information relevant to the ticket obtained either from a repository of information about systems under management or obtained in real time from discovery agents;

a relationship of a current ticket with other tickets which have been opened against components related to the current ticket; and

a timeline incrementally showing what has been added to the ticket over its lifetime or relevant to the components associated with the ticket.

20. The system as recited in claim 16, further comprising a ticket annotator configured to provide annotations for the ticket in accordance with the CMBD.