Building, reusing and managing authored content for incident management
First Claim
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1. A method for building, reusing and calibrating network of authored content, comprising:
- receiving a plurality of problem tickets;
clustering, by a processor, the plurality of problem tickets into one or more clusters;
associating, by the processor, the one or more clusters to one or more FAQ nodes in a FAQ network;
determining, by the processor, whether the one or more FAQ nodes is part of a broken branch; and
notifying a user of the broken branch.
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Abstract
Building, reusing and calibrating network of authored content, in one aspect, may comprise clustering a plurality of problem tickets into one or more clusters. The clusters may be associated to one or more FAQ nodes in a FAQ network. The associated one or more FAQ nodes may be checked to determine whether the nodes are part of a broken branch. If the one or more FAQ nodes leads to a broken branch, a user may be notified to update the branch, e.g., with an answer or resolution to the one or more FAQ nodes.
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Citations
19 Claims
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1. A method for building, reusing and calibrating network of authored content, comprising:
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receiving a plurality of problem tickets; clustering, by a processor, the plurality of problem tickets into one or more clusters; associating, by the processor, the one or more clusters to one or more FAQ nodes in a FAQ network; determining, by the processor, whether the one or more FAQ nodes is part of a broken branch; and notifying a user of the broken branch. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for building, reusing and calibrating network of authored content, comprising:
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a computer processor; a ticket analyzer operable to execute on the computer processor and further operable to determine frequently asked question candidates as content for authoring from a problem ticket description associated with an information technology system, the ticket analyzer further operable to progressively refine and refactor an FAQ network comprising the determined frequently asked question candidates as nodes in the FAQ network, the ticket analyzer further operable to provide a broken branch, manage FAQ network with criticality of broken branch and associated tickets; an authoring system for allowing one or more users to author answers to the frequently asked question candidates; and an authored content user portal operable to allow the one or more users to locate frequently asked questions in the FAQ network to solve a problem. - View Dependent Claims (10, 11, 12)
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13. A non-transitory computer readable storage medium storing a program of instructions executable by a machine to perform a method of building, reusing and calibrating network of authored content, comprising:
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receiving a plurality of problem tickets; clustering the plurality of problem tickets into one or more clusters; associating the one or more clusters to one or more FAQ nodes in a FAQ network; determining whether the one or more FAQ nodes is part of a broken branch; and notifying a user of the broken branch. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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Specification