Patent ID: 8266072

Claim:
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: access an incident ticket, communicate information related to the incident ticket to a plurality of predetermined business associates, provide knowledge management system access to the business associates to resolve the incident, view incident details related to resolving the incident, wherein the incident ticket is populated with pre-stored historical incident details related to other incident tickets that have occurred in the past, populate the incident ticket with information used to resolve the incident, wherein the information comprises the one or more guidelines used from the incident recovery guideline interface, the one or more process maps or flow charts from the process map and flow chart interface, the one or more past incident tickets searched related to the incident or resolution of the incident, or documents used to resolve the incident, and wherein the incident ticket populated with the information used to resolve the incident is stored to allow another user to view the incident ticket in the future and access the information to resolve similar future incidents.