AUTOMATIC PRIORITIZATION OF INCIDENT RESPONSE AS A HISTORICAL FUNCTION OF CUSTOMER STATE

摘要

A method (and structure) for prioritization of incident reports includes receiving an incident report from one of a plurality of clients. For each client incident report, information is retrieved from a database concerning a business relevance of a client relationship with the client at a time period for resolving the received incident report. A prioritization of the received incident report is calculated, as executed by a processor on a computer, the prioritization including a parameter that quantifies a customer state. An incident report ticket is generated that includes aggregated key information of the received incident report and that includes an indication of the calculated prioritization. The incident report ticket is provided as an output intended for a problem resolver to address the received incident report.

主权项

1. A method, comprising:
receiving an incident report from one of a plurality of clients; for each said client incident report, retrieving information from a database concerning a business relevance of a client relationship with said client at a time period for resolving said received incident report; calculating, as executed by a processor on a computer, a prioritization of said received incident report, said prioritization including a parameter that quantifies a customer state; generating an incident report ticket that includes aggregated key information of said received incident report and that includes an indication of said calculated prioritization; and providing said incident report ticket as an output intended for a problem resolver to address said received incident report.