Patent ID: 8266072
Filing Date: 2012-09-11
Classification: G06Q

Abstract:
1. A system for identifying and resolving incidents in a knowledge management system, said system comprising: a user interface; a memory device; a communication device; and a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to: provide within the knowledge management system an incident dashboard interface, wherein the incident dashboard interface allows a user to view open incident tickets occurring within a business from a channel view, a sub-channel view, an application view, and individual incident view in dashboards; provide within the knowledge management system an incident recovery guideline interface, wherein the incident recovery guideline interface allows the user to view one or more guidelines with steps for resolving the open incident tickets; provided within the knowledge management system an incident process map and flow chart interface, wherein the incident process map and flow interface allows the user to view one or more process maps or flow charts for resolving the open incident tickets; provide within the knowledge management system an incident search interface, wherein the incident search interface allows the user to search for one or more past incident tickets that help in resolving the open incident tickets provide within the knowledge management system an incident ticket interface, wherein the incident ticket interface allows a user to: