Ticket solver system

Abstract

A device may identify a ticket associated with an issue, a user associated with resolving the issue, and a particular business process including a particular business process step associated with the issue. The device may present information regarding a particular business process workflow, corresponding to the particular business process, associated with a business process steps. The device may identify the particular business process step from the business process steps, and may identify a particular technical solution corresponding to the particular business process step. The device may present information regarding a particular technical solution workflow, corresponding to the particular technical solution, associated with technical solution steps. The device may identify a particular technical solution step, from the technical solution steps, associated with resolving the issue. The device may update a resolution history based on identifying the particular business process, the particular business process step, and the particular technical solution step.

1 - 20 . (canceled) 
     
     
         21 . A method, comprising:
 determining, by a device and based on identifying an issue to be resolved, at least one of:
 a set of resolved issues associated with the issue, 
 one or more metrics associated with the set of resolved issues, 
 one or more causes associated with the set of resolved issues, 
 one or more resolutions associated with the set of resolved issues, or 
 one or more suggestions based on the one or more causes and the one or more resolutions; 
   providing, by the device and for presentation via a user interface, output information including:
 information associated with a business process workflow, 
 information associated with a set of technical solution workflows identified in a knowledgebase, and 
 information associated with identifying a particular solution step, of a set of technical solution steps, for resolving the issue, including at least one of:
 the one or more metrics, 
 the one or more causes, 
 the one or more resolutions, or 
 the one or more suggestions; 
 
   receiving, by the device and via the user interface, input information including information associated with implementing the particular solution step;   updating, by the device and based on the input information, a resolution history to identify at least one of:
 a business process associated with the issue, 
 one or more business process steps, 
 a particular solution workflow, or 
 one or more solution steps associated with the particular solution workflow; 
   determining, by the device, a resolution status associated with the issue; and   updating, by the device, the knowledgebase based on the updated resolution history and the resolution status.   
     
     
         22 . The method of  claim 21 , further comprising:
 tailoring a user interface to create a tailored user interface based on identifying at least one of:
 a particular user, 
 a particular user device, or 
 a class associated with the particular user; and 
   wherein providing, for presentation via the user interface, the output information comprises:
 providing, for presentation via the tailored user interface, the output information. 
   
     
     
         23 . The method of  claim 21 , wherein updating the knowledgebase further comprises:
 updating the knowledgebase to identify the one or more solution steps in the knowledgebase based on determining that:
 the knowledgebase does not already identify the one or more solution steps, and 
 the resolution status is associated with the issue being resolved by the one or more solution steps. 
   
     
     
         24 . The method of  claim 23 , wherein determining that the resolution status is associated with the issue being resolved by the one or more solution steps further comprises:
 identifying the issue as being resolved; and   identifying the one or more solution steps as being approved.   
     
     
         25 . The method of  claim 21 , further comprising:
 identifying another device associated with a client experiencing the issue;   generating a resolution notification based on the updated resolution history,
 the resolution notification identifying:
 the issue, 
 the particular solution step, and 
 the resolution status associated with the issue; and 
 
   sending the resolution notification to the other device.   
     
     
         26 . The method of  claim 21 , wherein providing, for presentation, the output information further comprises:
 providing, for presentation, the information associated with the business process workflow based on user input associated with selecting a business process from a set of business processes identified in the knowledgebase;   providing, for presentation, the information associated with the particular solution workflow based on user input associated with selecting a particular solution workflow from a set of solution workflows identified in the knowledgebase; and   providing, for presentation, the information associated with the particular solution step based on user input associated with selecting a corresponding suggestion from the one or more suggestions.   
     
     
         27 . The method of  claim 21 , wherein updating the resolution history comprises:
 updating the resolution history to identify:
 a cause associated with the issue, 
 an effort associated with resolving the issue, 
 the resolution status associated with the issue, and 
 one or more user identifiers corresponding to one or more users associated with resolving the issue; and 
   wherein the method further comprises:
 providing, to the one or more users via a corresponding tailored user interface, one or more notifications based on the updated resolution history. 
   
     
     
         28 . A device, comprising:
 one or more memories; and   one or more processors communicatively coupled to the one or more memories, configured to:
 determine, based on identifying an issue to be resolved, at least one of:
 a set of resolved issues associated with the issue, 
 one or more metrics associated with the set of resolved issues, 
 one or more causes associated with the set of resolved issues, 
 one or more resolutions associated with the set of resolved issues, or one or more suggestions based on the one or more causes and the one or more resolutions; 
 
 present, via a user interface, output information including:
 information associated with a business process workflow, 
 information associated with a set of solution workflows identified in a knowledgebase, and 
 information associated with identifying a particular solution step, of a set of solution steps, for resolving the issue, including at least one of:
 the one or more metrics, 
 the one or more causes, 
 the one or more resolutions, or 
 the one or more suggestions; 
 
 
 receive, via the user interface, input information including information associated with implementing the particular solution step; 
 update, based on the input information, a resolution history to identify at least one of:
 a business process associated with the issue, 
 one or more business process steps, 
 a particular solution workflow, or 
 one or more solution steps associated with the particular solution workflow; 
 
 determine a resolution status associated with the issue; and 
 update the knowledgebase based on the updated resolution history and the resolution status. 
   
     
     
         29 . The device of  claim 28 , wherein the one or more processors are further configured to:
 tailor a user interface to create a tailored user interface based on identifying at least one of:
 a particular user, 
 a particular user device, or 
 a class associated with the particular user; and 
   wherein the one or more processors, when providing, for presentation via the user interface, the output information, are configured to:
 provide, for presentation via the tailored user interface, the output information. 
   
     
     
         30 . The device of  claim 28 , wherein the one or more processors, when updating the knowledgebase, are configured to:
 update the knowledgebase to identify the one or more solution steps in the knowledgebase based on determining that:
 the knowledgebase does not already identify the one or more solution steps, and 
 the resolution status is associated with the issue being resolved by the one or more solution steps. 
   
     
     
         31 . The device of  claim 30 , wherein the one or more processors, when determining that the resolution status is associated with the issue being resolved by the one or more solution steps, are configured to:
 identify the issue as being resolved; and   identify the one or more solution steps as being approved.   
     
     
         32 . The device of  claim 28 , wherein the one or more processors are further configured to:
 identify another device associated with a client experiencing the issue;   generate a resolution notification based on the updated resolution history,
 the resolution notification identifying:
 the issue, 
 the particular solution step, and 
 the resolution status associated with the issue; and 
 
   send the resolution notification to the other device.   
     
     
         33 . The device of  claim 28 , wherein the one or more processors, when providing, for presentation, the output information, are configured to:
 provide, for presentation, the information associated with the business process workflow based on user input associated with selecting a business process from a set of business processes identified in the knowledgebase;   provide, for presentation, the information associated with the particular solution workflow based on user input associated with selecting a particular solution workflow from a set of solution workflows identified in the knowledgebase; and   provide, for presentation, the information associated with the particular solution step based on user input associated with selecting a corresponding suggestion from the one or more suggestions.   
     
     
         34 . The device of  claim 28 , wherein the one or more processors, when updating the resolution history, are configured to:
 update the resolution history to identify:
 a cause associated with the issue, 
 an effort associated with resolving the issue, 
 the resolution status associated with the issue, and 
 one or more user identifiers corresponding to one or more users associated with resolving the issue; and 
   where the one or more processors are further to:
 provide, to the one or more users via a corresponding tailored user interface, one or more notifications based on the updated resolution history. 
   
     
     
         35 . A non-transitory computer-readable medium storing instructions, the instructions comprising:
 one or more instructions that, when executed by one or more processors, cause the one or more processors to:
 determine, based on identifying an issue to be resolved, at least one of:
 a set of resolved issues associated with the issue, 
 one or more metrics associated with the set of resolved issues, 
 one or more causes associated with the set of resolved issues, 
 one or more resolutions associated with the set of resolved issues, or 
 one or more suggestions based on the one or more causes and the one or more resolutions; 
 
 present, via a user interface, output information including:
 information associated with a business process workflow, 
 information associated with a set of technical solution workflows identified in a knowledgebase, and 
 information associated with identifying a particular solution step, of a set of solution steps, for resolving the issue, including at least one of:
 the one or more metrics, 
 the one or more causes, 
 the one or more resolutions, or 
 the one or more suggestions; 
 
 
 receive, via the user interface, input information including information associated with implementing the particular solution step; 
 update, based on the input information, a resolution history to identify at least one of:
 a business process associated with the issue, 
 one or more business process steps, 
 a particular solution workflow, or 
 one or more solution steps associated with the particular solution workflow; 
 
 determine a resolution status associated with the issue; and 
 update the knowledgebase based on the updated resolution history and the resolution status. 
   
     
     
         36 . The non-transitory computer-readable medium of  claim 35 , wherein the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
 tailor a user interface to create the tailored user interface based on identifying at least one of:
 a particular user, 
 a particular user device, or 
 a class associated with the particular user; and 
   wherein the one or more instructions, that cause the one or more processors to provide, for presentation via the user interface, the output information, cause the one or more processors to:
 provide, for presentation via the tailored user interface, the output information. 
   
     
     
         37 . The non-transitory computer-readable medium of  claim 35 , wherein the one or more instructions, that cause the one or more processors to update the knowledgebase, cause the one or more processors to:
 update the knowledgebase to identify the one or more solution steps in the knowledgebase based on determining that:
 the knowledgebase does not already identify the one or more solution steps, and 
 the resolution status is associated with the issue being resolved by the one or more solution steps. 
   
     
     
         38 . The non-transitory computer-readable medium of  claim 37 , wherein the one or more instructions, that cause the one or more processors to determine that the resolution status is associated with the issue being resolved by the one or more solution steps, cause the one or more processors to:
 identify the issue as being resolved; and   identify the one or more solution steps as being approved.   
     
     
         39 . The non-transitory computer-readable medium of  claim 35 , wherein the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
 identify another device associated with a client experiencing the issue;   generate a resolution notification based on the updated resolution history,
 the resolution notification identifying:
 the issue, 
 the particular solution step, and 
 the resolution status associated with the issue; and 
 
   send the resolution notification to the other device.   
     
     
         40 . The non-transitory computer-readable medium of  claim 35 , wherein the one or more instructions, that cause the one or more processors to update the resolution history, cause the one or more processors to:
 update the resolution history to identify:
 a cause associated with the issue, 
 an effort associated with resolving the issue, 
 the resolution status associated with the issue, and 
 one or more user identifiers corresponding to one or more users associated with resolving the issue; and 
   wherein the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:
 provide, to the one or more users via a corresponding tailored user interface, one or more notifications based on the updated resolution history.