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IN2013MU03265A - - Google Patents

Info

Publication number
IN2013MU03265A
IN2013MU03265A IN3265MU2013A IN2013MU03265A IN 2013MU03265 A IN2013MU03265 A IN 2013MU03265A IN 3265MU2013 A IN3265MU2013 A IN 3265MU2013A IN 2013MU03265 A IN2013MU03265 A IN 2013MU03265A
Authority
IN
India
Prior art keywords
ticket
user
attribute data
support
infrastructure
Prior art date
Application number
Inventor
Veena Sadashiv Deshmukh
Rahul Ramesh Kelkar
Upendra Vijay Sabnis
Neelam Bansal
Sudha Vvl Kancharla
Mudit Dhagat
Original Assignee
Tata Consultancy Services Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Tata Consultancy Services Ltd filed Critical Tata Consultancy Services Ltd
Priority to IN3265MU2013 priority Critical patent/IN2013MU03265A/en
Priority to US14/494,762 priority patent/US9531725B2/en
Publication of IN2013MU03265A publication Critical patent/IN2013MU03265A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
    • H04L63/102—Entity profiles
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H04L41/0645—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis by additionally acting on or stimulating the network after receiving notifications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/28—Restricting access to network management systems or functions, e.g. using authorisation function to access network configuration
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
    • H04L41/5074—Handling of user complaints or trouble tickets
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
    • H04L63/083—Network architectures or network communication protocols for network security for authentication of entities using passwords

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Computer Security & Cryptography (AREA)
  • Computer Hardware Design (AREA)
  • Computing Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Debugging And Monitoring (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

Systems and methods for infrastructure support optimization are described. The system (102) includes an authorization module (212) to verify a user, based on authorization rules, to provide access to the user to one or more infrastructure elements (108), and obtain ticket attribute data from a ticketing system, based on the verification, where the ticket attribute data comprises a plurality of attributes associated with a ticket to be resolved by the user. The authorization module (212) also receives a support action, to be performed on the infrastructure element (108) to resolve the ticket, where the support action includes at least one of an operation to resolve the ticket, and a standard support service. Further, the system (102) includes a log generation module (220) to append the support action to an operation log (300) with corresponding ticket attribute data.
IN3265MU2013 2013-10-17 2013-10-17 IN2013MU03265A (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
IN3265MU2013 IN2013MU03265A (en) 2013-10-17 2013-10-17
US14/494,762 US9531725B2 (en) 2013-10-17 2014-09-24 Optimizing infrastructure support based on authenticated access, validation and context related information retrieval

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
IN3265MU2013 IN2013MU03265A (en) 2013-10-17 2013-10-17

Publications (1)

Publication Number Publication Date
IN2013MU03265A true IN2013MU03265A (en) 2015-07-03

Family

ID=52827414

Family Applications (1)

Application Number Title Priority Date Filing Date
IN3265MU2013 IN2013MU03265A (en) 2013-10-17 2013-10-17

Country Status (2)

Country Link
US (1) US9531725B2 (en)
IN (1) IN2013MU03265A (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10380519B2 (en) * 2015-03-26 2019-08-13 Accenture Global Services Limited Ticket solver system
US10257055B2 (en) * 2015-10-07 2019-04-09 International Business Machines Corporation Search for a ticket relevant to a current ticket
US10929264B2 (en) * 2016-09-14 2021-02-23 International Business Machines Corporation Measuring effective utilization of a service practitioner for ticket resolution via a wearable device
US20190026365A1 (en) * 2017-07-20 2019-01-24 Wipro Limited Method and system for generating an ontology for one or more tickets
CN111125039B (en) * 2018-10-30 2022-06-10 华为技术有限公司 Method and device for generating operation log
US12199841B2 (en) * 2022-09-29 2025-01-14 Atlassian Pty Ltd User-defined external support request routing platform

Family Cites Families (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU2001268365A1 (en) 2000-06-14 2001-12-24 Verticore Technologies Device and method for organizing and presenting worker tasks in a network-based portal environment
US20070100782A1 (en) 2005-10-28 2007-05-03 Reed Tom M Method and apparatus for workflow interactive troubleshooting tool
US8494911B2 (en) * 2007-06-29 2013-07-23 Verizon Patent And Licensing Inc. Dashboard maintenance/outage correlation
US8856881B2 (en) 2009-02-26 2014-10-07 Genpact Global Holdings (Bermuda) Ltd. Method and system for access control by using an advanced command interface server
US8589196B2 (en) * 2009-04-22 2013-11-19 Bank Of America Corporation Knowledge management system
US20110093367A1 (en) * 2009-10-20 2011-04-21 At&T Intellectual Property I, L.P. Method, apparatus, and computer product for centralized account provisioning
US20110314440A1 (en) * 2010-06-18 2011-12-22 Infosys Technologies Limited Method and system for determining productivity of a team associated with maintenance and production support of software
US8474018B2 (en) * 2010-09-03 2013-06-25 Ebay Inc. Role-based attribute based access control (RABAC)
US20140039957A1 (en) * 2012-08-03 2014-02-06 International Business Machines Corporation Handling consolidated tickets
JP5486659B2 (en) * 2012-09-21 2014-05-07 株式会社 ディー・エヌ・エー Playback management apparatus and program used therefor
US9075791B2 (en) * 2012-12-20 2015-07-07 Bank Of America Corporation Enterprise concept definition management
US9038169B2 (en) * 2013-02-19 2015-05-19 International Business Machines Corporation Method and system for managing and controlling direct access of an administrator to a computer system

Also Published As

Publication number Publication date
US9531725B2 (en) 2016-12-27
US20150113628A1 (en) 2015-04-23

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