| 摘要 |
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. |
| 主权项 |
1. A method of handling trouble tickets in a service unit, the method comprising:
identifying, by one or more processors, friend members of a social network group to which a proxy Subject Matter Expert (SME) belongs, wherein only the friend members and the proxy SME are members of the social network group; identifying, by one or more processors, areas of expertise held by the friend members of the social network group, wherein identified areas of expertise include expertise in a particular subject; associating, by one or more processors, the areas of expertise, held by the friend members of the social network group, with the proxy SME; generating, by one or more processors, a trouble ticket related to the particular subject; identifying, by one or more processors, a primary SME that personally has a level of expertise to handle the trouble ticket; and in response to the primary SME being unavailable, transmitting, by one or more processors, the trouble ticket 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. |
