Method and system for centralized issue tracking

• US 9,020,949 B2
• Filed: 06/03/2014
• Issued: 04/28/2015
• Est. Priority Date: 03/29/2012
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Pignataro, Carlos M., Salgueiro, Gonzalo A., Clarke, Joseph Michael, Dunn, Rodney
• Primary Examiner(s): To, Baoquoc N
• Application Number:
  US14/294,974
• Publication Number:
  US 20140289243A1
• Time in Patent Office: 329 Days
• Field of Search: 707/741
• US Class Current: 707/741
• CPC Class Codes: G06F 16/182 Distributed file systems
• CPC Class Codes: G06F 16/2462 Approximate or statistical queries
• CPC Class Codes: G06F 16/254 Extract, transform and load [ETL] procedures, e.g. ETL data flows in data warehouses
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]

Abstract

In one example, a method for facilitating centralized issue tracking. The method includes receiving information on a case from an issue tracking system (case information). The method facilitates executing a tagging method stored in a memory device that reads the case information, determines whether a part of the case information is desired information, and then tags the desired information. Finally, the method facilitates communicating the tagged information to a centralized database, where the centralized database stores the tagged information, and where the tagged information is accessible to the issue tracking system and at least one other issue tracking system.

Claims

1. A method, comprising:

receiving, at receiver hardware, issue tracking information from a first issue tracking system;

executing, by a central processing unit communicatively coupled to the receiver hardware, a tagging operation that reads the issue tracking information;

identifying, by the tagging operation, substantive information within the issue tracking information other than administrivia;

tagging, by the tagging operation, the substantive information; and

communicating to a second issue tracking system, by transmitter hardware communicatively coupled to the central processing unit, the tagged substantive information.

2. The method of claim 1, wherein the identifying the substantive information includes identifying a selected keyword within the substantive information using a sequence of characters that forms a search pattern.

3. The method of claim 2, wherein the tagging of the substantive information includes tagging the selected keyword.

4. The method of claim 3, wherein the tagging of the selected keyword includes creating a link between the selected keyword and the substantive information.

5. The method of claim 1, wherein the substantive information includes a solution for a tracked issue with a product, a service, or both.

6. The method of claim 5, wherein the administrivia includes trivial information pertaining to the tracked issue that is irrelevant to the solution for the tracked issue.

7. The method of claim 6, wherein the trivial information indicates a person or thing involved only with the administration of the tracked issue.

8. The method of claim 6, wherein the trivial information includes a time the tracked issue was entered, a time the tracked issue was resolved, a person or thing that entered the tracked issue, contact information of the person or thing that entered the tracked issue, a person or thing that had the tracked issue, contact information of the person or thing that had the tracked issue, or any combination thereof.

9. The method of claim 5, wherein the substantive information includes a person or thing that determined the solution.

10. The method of claim 9, wherein the substantive information includes contact information of the person or thing that determined the solution.

11. A system, comprising:

receiver hardware configured to receive issue tracking information from a first issue tracking system; and

processing hardware communicatively coupled to the receiver hardware, the processing hardware configured to;

identify substantive information within the issue tracking information, other than administrivia;

identify a selected keyword within the identified substantive information; and

tag the substantive information and the selected keyword.

12. The system of claim 11, further comprising transmitter hardware communicatively coupled to the processing hardware, the transmitter hardware configured to communicate the tagged substantive information to a second issue tracking system.

13. The system of claim 11, wherein the processing hardware is further configured to use a sequence of characters that forms a search pattern to identity the selected keyword.

14. The system of claim 11, wherein the processing hardware is further configured to establish a link between the selected keyword and the substantive information.

15. The system of claim 11, wherein the substantive information includes a solution for a tracked issue with a product, a service, or both.

16. The system of claim 15, wherein the administrivia includes trivial information pertaining to the tracked issue that is irrelevant to the solution for the tracked issue.

17. An apparatus, comprising:

tagging hardware configured to;

identify substantive information within issue tracking information, other than administrivia;

identify confidential information, proprietary information, or both within the substantive information;

indicate the confidential information, the proprietary information, or both, as not sharable; and

indicate a remainder of the substantive information other than the confidential information, the proprietary information, or both, as sharable; and

processing hardware communicatively coupled to the tagging hardware, the processing hardware configured to execute the tagging hardware.

18. The apparatus of claim 17, wherein the apparatus belongs to a first issue tracking system, and wherein the apparatus further comprises transmitter hardware communicatively coupled to the processing hardware, the transmitter hardware configured to communicate the remainder of the substantive information to a second issue tracking system.

19. The apparatus of claim 17, wherein the apparatus belongs to a first issue tracking system, and wherein the apparatus further comprises transmitter hardware communicatively coupled to the processing hardware, the transmitter hardware configured to exclude the confidential information, the proprietary information, or both, indicated as not sharable, from communications to a second issue tracking system.

20. The apparatus of claim 17, wherein the substantive information includes a solution for a tracked issue with a product, a service, or both, and wherein the administrivia includes trivial information pertaining to the tracked issue that is irrelevant to the solution for the tracked issue.