The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 07, 2004
Filed:
Apr. 04, 2000
Applicant:
Inventors:
Jeffrey Thomas Kreulen, San Jose, CA (US);
William Scott Spangler, San Martin, CA (US);
Hovey Ramond Strong, Jr., San Jose, CA (US);
Assignee:
International Business Machines Corporation, Armonk, NY (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06F 1/100 ;
U.S. Cl.
CPC ...
G06F 1/100 ;
Abstract
A method and structure for discovering problem resolution in a helpdesk data set of problem tickets is based on using an enumerated set of phrases that have been identified as indicating diagnosis, instruction, or corrective action. A count of these phrases is then obtained and used along with any accompanying structured information to score each problem ticket. The tickets are then sorted so that the most useful problem tickets appear first.