Collecting and attaching a bug trace to a problem information technology ticket

摘要

Methods and arrangements for enhancing a ticket relative to user interaction with a system. An information technology ticket related to user interaction with an information technology system is received, and a system trace is activated, wherein additional input related to the user interaction with the information technology system is accepted. Information derived from the trace of the information technology system is associated with the information technology ticket. Other variants and embodiments are broadly contemplated herein.

主权项

1. A method of managing an information technology ticket, said method comprising:
utilizing a processor to execute computer code configured to perform the steps of: receiving an information technology ticket related to user interaction, when a user encounters a problem with an information technology system; activating and dynamically updating a trace of the information technology system, wherein the trace comprises data related to program execution on the information technology system before receipt of the information technology ticket; accepting additional user input reconfirming the problem; providing a visual timeline which represents information related to a segment of the user interaction; and associating information derived from the trace of the information technology system with the information technology ticket; wherein said associating comprises attaching, to the ticket information relating to the segment from the visual timeline; and wherein the additional input related to the user interaction with the information technology system comprises the segment from the visual timeline selected for action by the user.