SYSTEMS AND METHODS FOR COLLABORATIVE DIAGNOSIS AND RESOLUTION OF TECHNOLOGY-RELATED INCIDENTS

• Main Authors: HARPER, Leanne, FULLAM, Mark C, GERBEREUX, David M, STAPEY, John, DERBYSHIRE, Richard Harry, O'NEAL, Brian Sean, RINCON-PAZ, Jessie, KIRBY, Gary, GRANT, JR., Martin J, PAVLOVSKY, Richard A
• Format: Patent
• Language: English
• Published: 18.06.2020
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; ELECTRIC DIGITAL DATA PROCESSING; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

Systems and methods for collaborative diagnosis and resolution of technology-related incidents are disclosed. In one embodiment a method may include: receiving an incident report for an incident; identifying a plurality of participants to involve in resolution of the incident; generating a technology incident workspace comprising an incident timeline module, a participant module, and a dynamic chat module; linking electronic devices associated to the technology incident workspace; logging the incident in the incident timeline module; receiving and logging chat among the participants in the dynamic chat module; generating a status indicator for the incident based on a severity of the incident, an anticipated time to resolution, and an impact of the incident, and displaying the status indicator in the technology incident workspace; receiving an update to the status indicator; and updating the timeline incident module based on a change in the status indicator.