ROUTING TROUBLE TICKETS TO PROXY SUBJECT MATTER EXPERTS
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
N/A
Issued Date -
Oct 1, 2015
app pub date -
Apr 1, 2014
filing date -
Apr 1, 2014
priority date (Note) -
Published
status (Latency Note)
Importance
Abstract
A method, system, and/or computer program product handles trouble tickets in a service unit. Friend members of a social network group to which a proxy Subject Matter Expert (SME) belongs are identified. Areas of expertise, which include expertise in a particular subject, that are held by the friend members of the social network group are identified, and then associated with the proxy SME. A trouble ticket related to the particular subject is received, and a primary SME that personally has a level of expertise to handle the trouble ticket is identified. In response to the primary SME being unavailable, the trouble ticket is transmitted to the proxy SME for handling by one or more of the friend members from the social network group to which the proxy SME belongs.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully