Method and system for centralized issue tracking

• US 9,582,594 B2
• Filed: 02/19/2015
• Issued: 02/28/2017
• 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:
  US14/626,510
• Publication Number:
  US 20150161280A1
• Time in Patent Office: 740 Days
• Field of Search: 707/999.003, 707/999.004, 707/740, 707/705, 707/706
• US Class Current: 1/1
• 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 embodiment, 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:

generating a case log file at a first issue tracking system;

receiving the case log file from the first issue tracking system at a centralized issue tracking system, the case log file including issue tracking information entered for a trouble ticket at the first issue tracking system;

identifying, by a central processing unit of a server hosing the centralized issue tracking system, the issue tracking information from the case log file;

identifying, by the central processing unit, a part of the issue tracking information that matches to a pre-selected category of issue tracking information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including a second issue tracking system; and

modifying, by the central processing unit, the issue tracking information by tagging a header portion of the case log file to indicate that the part of the issue tracking information includes desired information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including the second issue tracking system.

2. The method of claim 1, further comprising communicating, by the central processing unit to a database, the modified issue tracking information.

3. The method of claim 2, wherein the database is accessible by the first issue tracking system, the second issue tracking system, or both.

4. The method of claim 1, wherein the modifying of the issue tracking information includes tagging the part of the issue tracking information that includes the pre-selected category of issue tracking information.

5. The method of claim 1, wherein the identifying of the part includes using a sequence of characters that forms a search pattern.

6. The method of claim 5, wherein the search pattern includes a regular expression, a keyword, or both.

7. The method of claim 1, wherein the pre-selected category of issue tracking information includes a solution for a tracked issue with a product, a service, or both.

8. The method of claim 1, wherein the pre-selected category of issue tracking information includes a person or a group of people that determined a solution for a tracked issue with a product, a service, or both.

9. The method of claim 1, wherein the pre-selected category of issue tracking information includes contact information of a person or a group of people that determined a solution for a tracked issue with a product, a service, or both.

10. An apparatus, comprising:

tagging method circuitry configured to;

receive a case log file from a first issue tracking system at a centralized issue tracking system, the case log file being generated at the first issue tracking system and including issue tracking information entered for a trouble ticket at the first issue tracking system;

identify a part of the issue tracking information that matches to a pre-selected category of issue tracking information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including a second issue tracking system; and

tag the issue tracking information by tagging a header portion of the case log file to indicate that the part includes desired information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including the second issue tracking system; and

input/output circuitry configured to communicate the tagged issue tracking information.

11. The apparatus of claim 10, wherein the input/output circuitry is further configured to communicate the tagged issue tracking information to the second issue tracking system.

12. The apparatus of claim 10, wherein the input/output circuitry is further configured to communicate the tagged issue tracking information to a database accessible by the first issue tracking system, the second issue tracking system, or both.

13. The apparatus of claim 10, wherein the tagging method circuitry is further configured to identify the part of the issue tracking information that includes the pre-selected category of issue tracking information using a sequence of characters that forms a search pattern.

14. The apparatus of claim 13, wherein the search pattern includes a regular expression, a keyword, or both.

15. The apparatus of claim 10, wherein the pre-selected category of issue tracking information includes a solution for a tracked issue with a product, a service, or both.

16. The apparatus of claim 10, wherein the pre-selected category of issue tracking information includes a person or a group of people that determined a solution for a tracked issue with a product, a service, or both.

17. A non-transitory computer readable medium, comprising:

instructions executable by a processor to receive a case log file from a first issue tracking system at a centralized issue tracking system, the case log file being generated at the first issue tracking system and including issue tracking information entered for a trouble ticket at the first issue tracking system;

instructions executable by a processor to identify a part of the issue tracking information that matches to a pre-selected category of issue tracking information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including a second issue tracking system according to a sequence of characters that forms a search pattern;

instructions executable by a processor to tag the issue tracking information by tagging a header portion of the case log file to indicate that the part includes desired information universally relevant to all issue tracking systems coupled to the centralized issue tracking system including the second issue tracking system; and

instructions executable by a processor to communicate the tagged issue tracking information to a database accessible by the first issue tracking system, the second issue tracking system, or both.

18. The non-transitory computer readable medium of claim 17, wherein the search pattern includes a keyword, a regular expression, or both.

19. The non-transitory computer readable medium of claim 17, wherein the pre-selected category of issue tracking information includes a solution for a tracked issue with a product, a service, or both.

20. The non-transitory computer readable medium of claim 17, wherein the pre-selected category of issue tracking information includes a person or a group of people that determined a solution for a tracked issue with a product, a service, or both.