Patent ID: 8782529
Filing Date: 2014-07-15
Classification: G06Q

Abstract:
1. A method for rendering different views of an incident, problem or change (IPC) ticket relating to an incident based on attributes of a user looking at or working with the ticket, comprising: determining relevant information related to a user, wherein the relevant information includes a plurality of attributes of each individual user, and wherein the plurality of attributes are determined by at least information gleaned from historical system use by the user; determining an environment related to a usage by the user, wherein determining the environment comprises gleaning, with a processor, a level of sophistication of the user determined by at least information known about the user independently of user-system interaction and a role of the user; and based upon the relevant information and the environment, generating an IPC ticket with different views where a customized view is generated for each particular user based upon the plurality of attributes of each individual user, wherein the plurality of attributes includes a length of time said each individual user has worked at a particular job.