Tag management of information technology services improvement
First Claim
1. A method for differentiated communications in an application support domain, the method comprising:
- a message board system automatically generating an alert message comprising a text description of an interruption of service of a component in a networked computer system infrastructure, a service provider identity tag that identifies a type of service provider personnel required to engage the computer system infrastructure and abate or diagnose the service interruption, and at least one component tag that identifies a component associated with the service interruption;
the message board system posting the generated alert message on a support message board that is accessible by support team service provider professionals that are each identified by the service provider identity tag and the at least one component tag in the automated alert message;
in response to one of the support team service provider processionals posting a first text message reply to the alert message on the support message board that comprises the service provider identity tag and the at least one component tag, the message board system broadcasting a first really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag and the at least one component tag, wherein the first really simple syndication message comprises the text message of the first reply in association with the text description of the interruption of service from the alert message, the service provider identity tag and the at least one component tag; and
in response to one of the support team service provider professionals posting a second reply text message on the message board associated with the alert message that comprises the service provider tag, the at least one component tag and another identity tag that is different from the service provider identity tag, the message board system broadcasting a second really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag, wherein the second really simple syndication message comprises the text message of the second reply in association with the text description of the interruption of service from the alert message, the service provider identity tag, the other different identity tag, and the at least one component tag;
maintaining a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag and the at least one component tag in association with each other and the alert message or the first reply message in a first alert thread; and
maintaining a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag, the other different identity tag and the at least one component tag in association with each other and the alert message or the second reply message in a second alert thread that is separate and distinct from the first alert thread;
wherein the message board system does not broadcast the first really simple syndication message to the support team service provider professionals recipients of the second really simple syndication message that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag; and
wherein each of the support team service provider professionals recipients receives in real time really simple syndication messages that are filtered according to associations with respective ones of the service provider identity tag, the other different identity tag, and the at least one component tag.
1 Assignment
0 Petitions
Accused Products
Abstract
Alert messages are generated containing a text description of an interruption of service of a component in a networked computer system infrastructure; a service provider identity tag that identifies a type of service provider personnel required to engage the computer system infrastructure and abate or diagnose the service interruption; and one or more component tags that identify a component associated with the service interruption. A message board system posts the generated alert message on a support message board that is accessible by support team service provider professionals, each identified by the service provider identity tag and the component tags. Support team members post different reply messages that each comprise different service provider identity tags, and the message board system broadcasts different simple syndication outputs to different recipients based on their associations with the different respective service provider identity tags.
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Citations
17 Claims
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1. A method for differentiated communications in an application support domain, the method comprising:
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a message board system automatically generating an alert message comprising a text description of an interruption of service of a component in a networked computer system infrastructure, a service provider identity tag that identifies a type of service provider personnel required to engage the computer system infrastructure and abate or diagnose the service interruption, and at least one component tag that identifies a component associated with the service interruption; the message board system posting the generated alert message on a support message board that is accessible by support team service provider professionals that are each identified by the service provider identity tag and the at least one component tag in the automated alert message; in response to one of the support team service provider processionals posting a first text message reply to the alert message on the support message board that comprises the service provider identity tag and the at least one component tag, the message board system broadcasting a first really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag and the at least one component tag, wherein the first really simple syndication message comprises the text message of the first reply in association with the text description of the interruption of service from the alert message, the service provider identity tag and the at least one component tag; and in response to one of the support team service provider professionals posting a second reply text message on the message board associated with the alert message that comprises the service provider tag, the at least one component tag and another identity tag that is different from the service provider identity tag, the message board system broadcasting a second really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag, wherein the second really simple syndication message comprises the text message of the second reply in association with the text description of the interruption of service from the alert message, the service provider identity tag, the other different identity tag, and the at least one component tag; maintaining a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag and the at least one component tag in association with each other and the alert message or the first reply message in a first alert thread; and maintaining a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag, the other different identity tag and the at least one component tag in association with each other and the alert message or the second reply message in a second alert thread that is separate and distinct from the first alert thread; wherein the message board system does not broadcast the first really simple syndication message to the support team service provider professionals recipients of the second really simple syndication message that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag; and wherein each of the support team service provider professionals recipients receives in real time really simple syndication messages that are filtered according to associations with respective ones of the service provider identity tag, the other different identity tag, and the at least one component tag. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system, comprising:
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a processing unit; a computer readable memory in communication with the processing unit; and a computer-readable hardware storage device in communication with the processing unit; wherein the processing unit executes program instructions stored on the computer-readable hardware storage device via the computer readable memory and thereby; automatically generates an alert message comprising a text description of an interruption of service of a component in a networked computer system infrastructure, a service provider identity tag that identifies a type of service provider personnel required to engage the computer system infrastructure and abate or diagnose the service interruption, and at least one component tag that identifies a component associated with the service interruption; posts the generated alert message on a support message board that is accessible by support team service provider professionals comprising a plurality of service provider professionals that are each identified by the service provider identity tag and the at least one component tag in the automated alert message; in response to one of the support team service provider professionals posting a first text message reply to the alert message on the support message board that comprises the service provider identity tag and the at least one component tag, broadcasts a first really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag and the at least one component tag, wherein the first really simple syndication message comprises the text message of the first reply in association with the text description of the interruption of service from the alert message, the service provider identity tag and the at least one component tag; and in response to one of the support team service provider professionals posting a second reply text message on the message board associated with the alert message that comprises the service provider tag, the at least one component tag and another identity tag that is different from the service provider identity tag, broadcasts a second really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag, wherein the second really simple syndication message comprises the text message of the second reply in association with the text description of the interruption of service from the alert message, the service provider identity tag, the other different identity tag, and the at least one component tag, and does not broadcast the first really simple syndication message to the recipients of the second really simple syndication message; maintains a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag and the at least one component tag in association with each other and the alert message or the first reply message in a first alert thread; and maintains a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag, and the other different identity tag and the at least one component tag in association with each other and the alert message or the second reply message in a second alert thread that is separate and distinct from the first alert thread; wherein the message board system does not broadcast the first really simple syndication message to the support team service provider professionals recipients of the second really simple syndication message that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag; and wherein each of the support team service provider professionals recipients receives in real time really simple syndication messages that are filtered according to associations with respective ones of the service provider identity tag, the other different identity tag, and the at least one component tag. - View Dependent Claims (9, 10, 11, 12)
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13. A computer program product for differentiated communications in an application support domain, the computer program product comprising a computer readable hardware storage device having program code embodied therewith, the program code for execution by a computer processing unit to cause the computer processing unit to:
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automatically generate an alert message comprising a text description of an interruption of service of a component in a networked computer system infrastructure, a service provider identity tag that identifies a type of service provider personnel required to engage the computer system infrastructure and abate or diagnose the service interruption, and at least one component tag that identifies a component associated with the service interruption; post the generated alert message on a support message board that is accessible by support team service provider professionals comprising a plurality of service provider professionals that are each identified by the service provider identity tag and the at least one component tag in the automated alert message; in response to one of the support team service provider professionals service posting a first text message reply to the alert message on the support message board that comprises the service provider identity tag and the at least one component tag, broadcast a first really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag and the at least one component tag, wherein the first really simple syndication message comprises the text message of the first reply in association with the text description of the interruption of service from the alert message, the service provider identity tag and the at least one component tag; and in response to one of the support team service provider professionals posting a second reply text message on the message board associated with the alert message that comprises the service provider tag, the at least one component tag and another identity tag that is different from the service provider identity tag, broadcast a second really simple syndication message only to each of the support team service provider professionals that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag, wherein the second really simple syndication message comprises the text message of the second reply in association with the text description of the interruption of service from the alert message, the service provider identity tag, the other different identity tag, and the at least one component tag, without broadcasting the first really simple syndication message to the recipients of the second really simple syndication message; maintain a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag and the at least one component tag in association with each other and the alert message or the first reply message in a first alert thread; and maintaining a plurality of subsequent text messages received from the support team service provider professionals that comprise each of the service provider identity tag, the other different identity tag and the at least one component tag in association with each other and the alert message or the second reply message in a second alert thread that is separate and distinct from the first alert thread; wherein the message board system does not broadcast the first really simple syndication message to the support team service provider professionals recipients of the second really simple syndication message that are identified by association with the service provider identity tag, the other different identity tag, and the at least one component tag; and wherein each of the support team service provider professionals recipients receives in real time really simple syndication messages that are filtered according to associations with respective ones of the service provider identity tag, the other different identity tag, and the at least one component tag. - View Dependent Claims (14, 15, 16, 17)
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Specification