Problem Ticket System with Collaborative Data Collection
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Solution Overview
Problem
Conventional problem-tracking systems for software development do not effectively utilize the waiting time for problem tickets and often receive incomplete or irrelevant information, leading to frustration for qualified users trying to resolve issues.
Innovation Solution
A system that allows users to generate and publish problem tickets, which can be supplemented with additional information by other team members while awaiting resolution, using automated tools for categorization and tagging, and leveraging cognitive functionality for data extraction and organization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If problem tickets are assigned to qualified users for resolution, then the problem resolution process is initiated, but the waiting time for resolution causes information incompleteness and user frustration
Solution Approach 1:
The system enables preliminary actions by allowing multiple users to contribute additional information, context, and diagnostic data to the problem ticket during the waiting period before a qualified user resolves it. This includes automatic collection of system logs, error messages, and contextual information, as well as enabling other team members to add observations and suggestions, thereby preparing more complete information in advance of the resolution phase
Solution Approach 2:
The system maintains continuous useful action during the waiting period by enabling ongoing contributions to the problem ticket. Multiple users can continuously add information, update status, attach files, and provide diagnostics throughout the waiting time, transforming the previously idle waiting period into a productive phase of information gathering and collaborative problem analysis
2Loss of information
If additional information is collected from multiple users during waiting period, then information completeness improves, but system complexity increases
Solution Approach 1:
The problem ticket system is designed as a universal multi-functional platform that handles information collection, storage, distribution, and management in a unified interface. The same ticketing system that assigns problems to qualified users also enables additional users to contribute information, automatically collects diagnostic data, manages file attachments, and coordinates communications, eliminating the need for separate systems for each function
Solution Approach 2:
The problem ticket serves as an intermediary artifact that mediates between multiple users and the qualified user who will resolve the problem. The ticket centralizes all information contributions from various users, automatically collected data, and communications into a single structured format that the qualified user can consume, simplifying the complexity of managing multiple information sources through a unified intermediary interface
Data Source
AI summary
Embodiments of the invention are directed to a computer-implemented method that includes generating, by a processor of a problem-tracking system, a problem ticket. The problem ticket describes a problem encountered by a first user, and the problem ticket is assigned to at least one qualified user to resolve. The method also includes receiving additional information relating to the problem from at least one second user. The method also includes storing the received additional information in association with the problem ticket. The receiving and the storing of the additional information occurs while the problem ticket is waiting to be resolved by the at least one qualified user. The method also includes providing the stored received additional information and the problem ticket to the at least one qualified user.