Unified Ticket Dispatcher for Multi-System Support Agents
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Solution Overview
Problem
Support teams face challenges in managing and distributing tickets across different computing resource support systems, as each system has its own ticket distribution mechanism, leading to complexity for agents handling multiple systems.
Innovation Solution
A computer-implemented method and system that uses a browser plugin to create a Uniform Resource Locator (URL) based on user input, which is then used to assign tickets to agents across different support systems using a dispatcher server, implementing a single ticket distribution mechanism.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If each support system uses its own ticket distribution mechanism, then each system can independently manage its tickets, but the complexity increases for agents handling multiple systems
Solution Approach 1:
The patent combines multiple independent ticket distribution mechanisms into a single unified dispatcher server that receives URLs from multiple support systems and distributes tickets using a common set of rules, thereby reducing complexity while maintaining independent management capabilities
Solution Approach 2:
The dispatcher server is designed as a universal system that can handle tickets from multiple different support systems simultaneously, providing a multi-functional ticket distribution mechanism that replaces multiple single-purpose systems
2Device complexity
If a single ticket distribution mechanism is implemented across multiple support systems, then ticket management is simplified, but the system must handle diverse ticket formats and priorities
Solution Approach 1:
The dispatcher server acts as an intermediary between multiple support systems and agents, receiving diverse ticket information in various formats, normalizing it, and distributing it according to unified rules, thereby simplifying the mechanism while maintaining compatibility
Solution Approach 2:
The system transforms diverse ticket parameters from different support systems into a standardized format that can be processed by the unified distribution mechanism, changing the parameters to enable universal handling
Data Source
AI summary
A computer-implemented method includes: receiving, by a computing device, a Uniform Resource Locator (URL) from an agent device; extracting, by the computing device, information from the URL; assigning, by the computing device, a ticket to an agent based on the information from the URL and an agent registry; updating, by the computing device and in response to the assigning, a dispatch list; and notifying, by the computing device and in response to the assigning, the agent of the assigning the ticket to the agent.