An approach is provided for online trouble ticket servicing. As part of a workflow, one or more activities, which are associated with a trouble ticket corresponding to a service, are monitored, wherein the one or more activities are tracked by a workflow engine. Status information is repeatedly acquired for the one or more activities until a predetermined milestone is reached according to the workflow. The status information is stored for presentation to a subscriber of the service.

Method and system for providing enhanced trouble ticket status content

A system, and computer program product for automated analysis and visualization of log data are provided in the illustrative embodiments. A subset of information to be visualized is selected from a set of information. Each information in the set comprises a result of a corresponding analysis technique applied to the log data. For an information in the subset of information, a tagged portion of the log data is analyzed according to the corresponding analysis technique to discern the information. The information corresponds to a tag used in conjunction with the tagged portion. For the information, a manner of visualizing the information is selected. A set of graphical visualizations comprising a corresponding graphical visualization for each information is generated, including a visualization in the selected manner of visualizing the information. The graphical visualizations in the set are combined such that a subset of graphical visualization is selectable for presentation.

Automated analysis and visualization of complex data

Embodiments of the invention provide systems and methods for an eService ecosystem that provides a common trouble ticket platform for creating and handling trouble tickets generated by and received from an “Internet of Things (IoT).” More specifically, many product vendors are moving to make all of their products internet connected. This move includes not only products that are typically considered to be technology-type products such as personal computers, cellphones, media players, etc., but any and all types of products including but not limited to household appliances, automobiles, medical devices, and a variety of other devices which are increasingly available with processing and communications abilities. Embodiments of the present invention provide a common trouble ticket management platform that all Internet of Things vendors can use.

Ubiquitous trouble management and e-service ecosystem for the internet of things

Issues are linked to items that are external to the system installation to connect people, teams, and applications, in which users can share issues and search results with each other. Remote issue links connect issue tracking system issues to objects and pages in other instances, such as Web applications. Activity streams show events from all linked applications and third-party applications. In another embodiment, a user is allowed to copy issues from one issue tracking system instance to another. Once an application link is established between the local issue tracking system instance and another, a new issue action, remote copy, appears in a view issue page. The user is prompted to map field values by field names for the issue tracking system's built-in fields and/or to configure default values for required fields. In some embodiments, appropriate permissions are required to set the field value on the target site.

Method and Apparatus for Performing Remote Operations in an Issue Tracking Environment

An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.

Predicting the severity of an active support ticket

An approach for automatically generating a status update for events on a trouble ticket is provided. Events on the trouble ticket monitored and a determination is made whether an event triggers a predetermined status update criteria. A status update is generated upon triggering of the predetermined status update criteria.

Method and system for providing automated trouble ticket status notifications

An approach is provided for online trouble ticket servicing. Communication is initiated with a user for creation of a trouble ticket by an online trouble ticket service. A determination is made whether the user is associated with an online account of the trouble ticket service. Based on the determination, a graphical user interface is presented and includes a feedback area to specify information indicating a reason for non-usage of the online account for the trouble ticket service.

Method and system for providing online trouble ticket servicing

An approach for generating and modifying templates for trouble tickets on demand and assigning the templates to one or more workgroups is provided. Portions of the templates may be associated with a predetermined number of fields.

Method and system for trouble ticket creation using templates

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Method and system for providing automated trouble ticket status notifications

Method and system for providing online trouble ticket servicing

Method and system for trouble ticket creation using templates