Patent ID: 8185550
Filing Date: 2012-05-22
Classification: G06F,H04L

Abstract:
1. A computing system implemented method for provisioning access to technical support person to work a ticket in a computing infrastructure, wherein the computing system includes a processor and memory and executable instructions stored in memory and executable on the processor to perform the method, comprising: creating the ticket in accordance with information received regarding an incident and external rules; querying a configuration management database to determine privileges needed to access systems identified in the ticket; assigning the ticket to a technical support person, the technical support person being identified by a user ID; provisioning access privileges to the systems to the user ID; maintaining an association between the access privileges and the user ID; placing the ticket in a queue to be pulled by the technical support person identified by the user ID; querying a configuration management database to determine privileges needed to access systems affected by the incident; and provisioning the user ID with the levels of privileges on the systems affected by the incident.