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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
First Claim
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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.

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