Patents Represented by Attorney, Agent or Law Firm Marc McCabe, Esq.
  • Method for discovering problem resolutions in a free form computer helpdesk data set
    Patent number: 6829734
    Abstract: A method and structure for discovering problem resolution in a helpdesk data set of problem tickets is based on using an enumerated set of phrases that have been identified as indicating diagnosis, instruction, or corrective action. A count of these phrases is then obtained and used along with any accompanying structured information to score each problem ticket. The tickets are then sorted so that the most useful problem tickets appear first.
    Type: Grant
    Filed: April 4, 2000
    Date of Patent: December 7, 2004
    Assignee: International Business Machines Corporation
    Inventors: Jeffrey Thomas Kreulen, William Scott Spangler, Hovey Ramond Strong, Jr.