Bmc Software, Inc.

Thomas L Adrian

Cedric Young

Steve Wong

Sun Chun Chu

Artemios Tavoularis

Jek-Sun Wong

Mark G Thompson

Dinesh Elaprolu

Sameer Mardhekar

Sun-Chun Chu

Peter Adams

Brian Zaik

Anthony George Myers

Jek Wong

Described is a method for work assignment queue elimination. The method includes maintaining at least one data structure including an ordered list of ticket assignment rules and assignment result metrics, receiving a ticket indicating a system problem, assigning the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics, collecting metrics based on the ticket assignment, and revising the assignment result metrics based on the collected metrics.

Work assignment queue elimination

A method includes displaying, in a single story-mode presentation on a user interface, information on events occurring in and/or related to a business process managed by a business process management application. The single story-mode presentation includes a time map navigation section that displays a time map of events relevant to a first business task or object of the business process along a first time line, and an event details section that contains information corresponding to the events displayed in the time map navigation section.

Story-mode user interface

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

A software license engine allows an enterprise to model software license contracts and evaluate deployment of software for compliance with the software license contracts. Deployment of software products in the enterprise is modeled in a configuration management database. The software license engine maintains a license database for connecting software license contracts with software deployment modeled by the configuration management database. Users of the software license engine may use license types that are predefined in the software license engine or may define custom license types. The software license engine may indicate compliance or non-compliance with the software license contracts.

Method and system for configuration management database software license compliance

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Dublin, CA, United States of America

Thomas L Adrian