Work Ticket Prioritization via Enterprise Service Bus Aggregation
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Solution Overview
Problem
Current work assignment systems lack automation and flexibility, leading to inefficient and resource-intensive processes for determining work-related issues, as they do not utilize external data sources effectively to assign priorities accurately.
Innovation Solution
A method and system that utilize a computer processor to assign initial priority values to work tickets, associate relevant data from multiple internal and external sources, and calculate aggregate priority scores in real-time through an enterprise service bus, enabling accurate and timely prioritization of work assignments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual processes are used to determine work-related issues and assign priorities, then flexibility and accuracy in priority assignment may be maintained through human judgment, but the process becomes time-consuming and resource-intensive
Solution Approach 1:
The system enables automated self-service prioritization by having the work management system automatically retrieve data from multiple sources, calculate priority scores using predefined algorithms, and assign priorities without human intervention. This eliminates the time-consuming manual process while maintaining accuracy through systematic data analysis from multiple sources including external systems.
Solution Approach 2:
The patent replaces the mechanical manual process of priority assignment with an automated computational system. The computer processor automatically retrieves data, calculates priority scores using algorithms that consider multiple data sources and weighting factors, and assigns priorities based on calculated values rather than human judgment alone, thereby reducing time consumption while maintaining or improving accuracy.
2Productivity
If automated priority assignment is implemented, then time consumption and resource requirements are reduced, but the system complexity increases due to integration with multiple data sources
Solution Approach 1:
The work management system is designed with multi-functionality to handle multiple data sources, retrieve data from external systems, calculate priority scores using various algorithms, and assign priorities automatically. This universal system consolidates multiple functions into a single platform, improving productivity while managing complexity through integration rather than separate systems.
Solution Approach 2:
The patent introduces an intermediary automated priority calculation system that acts as a mediator between multiple data sources and the work assignment process. This intermediary component retrieves data from various sources, processes it through standardized algorithms, and provides priority recommendations, thereby simplifying the overall system architecture while enabling automated high-productivity priority assignment.
3Measurement precision
If multiple data sources are integrated for priority calculation, then the accuracy and relevance of priority scores improve, but the complexity of data retrieval and processing increases
Solution Approach 1:
The patent segments the priority calculation process into distinct components: data retrieval from multiple sources, data validation and standardization, weighted scoring calculation, and priority assignment. Each segment handles specific tasks independently, allowing the system to integrate multiple data sources accurately while managing complexity through modular processing steps that can be independently configured and maintained.
Data Source
AI summary
A method and system for determining work ticket priority is provided. The method includes enabling a work ticket for a work assignment associated with an entity. The work ticket is assigned an initial priority value. Relevant data from multiple sources is associated with the work ticket and an updated priority value is requested. In response, multiple priority scores for the work ticket with respect to additional work tickets are published to an enterprise service bus (ESB) and an aggregate score for work ticket is calculated from the multiple priority scores.