Bmc Software, Inc.

Dinesh Elaprolu

Thomas L Adrian

David T Sulcer

Sun Chun Chu

Cedric Young

Sameer Mardhekar

Jek-Sun Wong

Elaine Tang

Brian Zaik

Peter Adams

Disclosed is a method of displaying a user interface, the method includes defining a template for the user interface, the template including a plurality of display areas, defining a plurality of components, each of the components configured to perform an associated user interface function, each of the plurality of components being associated with one of the display areas, defining a plurality of states, each of the plurality of states including one or more of the plurality of components, each of the plurality of states defining a configuration of the user interface, defining a table, the table defining a plurality events associated with transitioning between states; and triggering a transition between states based on look-up of the table with a received event.

Configurable user interface interactions using a state machine combined with event orchestration

In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.

Using multi-factor context for resolving customer service issues

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Fremont, CA, United States of America

Dinesh Elaprolu