Patents by Inventor Martin MESSER

Martin MESSER has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Web-based technical issue assignments based on technical support groups having handled a highest number of technical requests
    Patent number: 10282701
    Abstract: An embodiment relates generally to a method of providing visibility in technical support. The method includes providing for a plurality of technical groups, each group specializing in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue from a user to be resolved by a selected technical group of the plurality of technical groups and providing access to the user in a process of resolving the technical issue by the selected technical group.
    Type: Grant
    Filed: November 20, 2007
    Date of Patent: May 7, 2019
    Assignee: Red Hat, Inc.
    Inventor: Martin Messer
  • Systems and methods for technical support based on a flock structure
    Patent number: 8560369
    Abstract: An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.
    Type: Grant
    Filed: November 1, 2007
    Date of Patent: October 15, 2013
    Assignee: Red Hat, Inc.
    Inventor: Martin Messer
  • SYSTEMS AND METHODS FOR PROVIDING VISIBILITY IN A TECHNICAL SUPPORT RESOLUTION PROCESS
    Publication number: 20090132307
    Abstract: An embodiment relates generally to a method of providing visibility in technical support. The method includes providing for a plurality of technical groups, each group specializing in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue from a user to be resolved by a selected technical group of the plurality of technical groups and providing access to the user in a process of resolving the technical issue by the selected technical group.
    Type: Application
    Filed: November 20, 2007
    Publication date: May 21, 2009
    Inventor: Martin Messer
  • SYSTEMS AND METHODS FOR TECHNICAL SUPPORT BASED ON A FLOCK STRUCTURE
    Publication number: 20090119147
    Abstract: An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.
    Type: Application
    Filed: November 1, 2007
    Publication date: May 7, 2009
    Inventor: Martin MESSER