Servicenow, Inc.

Aditya Mallik Manthripragada

Soumya Mitra

Valencio Cardoso

Matthew David Lloyd

Sheeba Srinivasan

Ana Paola Medina Rodriguez

Jamie Lynn Kulig

Apeksha Deval

Shivaprasad Manupadi

An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.

Escalation tracking and analytics system

An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.

System and method for a unified incident management interface

A system may include (i) a database disposed within a computational instance of a remote network management platform that manages a managed network and (ii) server device(s) associated with the computational instance. The database is configured to store records related to issues with configuration items of the managed network, each record assigned to one of a plurality of states including: a first state for newly-opened records, a second state for records undergoing assessment, a third state for records undergoing root cause analysis, a fourth state for records with a fix in progress, a fifth state for resolved records, and a sixth state for closed records. Additionally, the server device(s) are configured to generate and provide graphical user interface panes to a client device associated with the managed network, each of the graphical user interface panes corresponding to one of the plurality of states for a particular record.

System and graphical user interface for record lifecycle improvement

Growing community of inventors

Hyderabad Telangana, India

Aditya Mallik Manthripragada