Jia W Liu

20130110568, May 2, 2013

Nov 2, 2011

13/287386

Winnie W. Cheng - Hawthorne NY, US
Jia Liu - Hawthorne NY, US
David Loewenstern - Hawthorne NY, US
Larisa Shwartz - Hawthorne NY, US
Vugranam C. Sreedhar - Hawthorne NY, US

International Business Machines Corporation - Armonk NY

G06Q 10/06

705 714

A method of recommending an assignment for a work order includes receiving the work order, retrieving information from the work order, identifying a skill set needed to complete the work order using the information retrieved from the work order, extracting, automatically, a first set of evidences from a first data source based on the identified skill set, and a second set of evidences from a second data source based on the identified skill set, combining a first inference and a second inference, by a processor, wherein the first inference is determined using the first set of evidences, the second inference is determined using the second set of evidences, and the first and second set of evidences comprise dissimilar data, and generating a work order assignment recommendation based on the combined inferences.

20130198116, Aug 1, 2013

Jan 31, 2012

13/362089

Anuradha Bhamidipaty - Bangalore, IN
Winnie Wing-Yee Cheng - Tarrytown NY, US
Aliza R. Heching - Bronx NY, US
Anshu N. Jain - Karnataka, IN
Jia Liu - White Plains NY, US
James R. Moulic - Poughkeepsie NY, US
Daniela Rosu - Ossining NY, US
Mithkal M. Smadi - Round Rock TX, US
Srikanth G. Tamilselvam - TamilNadu, IN

INTERNATIONAL BUSINESS MACHINES CORPORATION - Armonk NY

G06F 15/18

706 12

An approach is presented for identifying related problem tickets in an information technology (IT) environment. User interactions with a computer program are stored. The user interactions include inputs to the computer program to search for problem tickets issued in the IT environment that have the same characteristics. One or more user interaction patterns within the user interactions are recognized. A user interaction pattern of the one or more user interaction patterns is selected based on an evaluation of effectiveness of each of the one or more user interaction patterns. Based on the user interaction pattern, a rule is generated for determining which problem tickets in the IT environment share a common characteristic. The rule is applied to additional problem tickets issued in the IT environment to identify which of the additional problem tickets share the common characteristic.

20150033077, Jan 29, 2015

Oct 14, 2014

14/514029

- Armonk NY, US
Winnie Wing-Yee Cheng - West New York NJ, US
Aliza R. Heching - Bronx NY, US
Anshu N. Jain - Sunnyvale CA, US
Jia Liu - White Plains NY, US
James R. Moulic - Anchorage AK, US
Daniela Rosu - Ossining NY, US
Mithkal M. Smadi - Round Rock TX, US
Srikanth G. Tamilselvam - Chennai, IN

G06F 11/07
G06F 3/0484

714 37

An approach is presented for identifying related problem tickets in an information technology (IT) environment. A pattern of actions included in interactions with a computer program is determined to be effective at proactively preventing a problem in the IT environment based on a frequency at which user(s) performed the interactions which perform text and statistical analyses of content of historical problem tickets. A script based on the pattern of actions is generated. A root cause of the problem is determined based on the text and statistical analyses. Responsive to a receipt of a new problem ticket, the script is executed to automatically perform the pattern of actions. The new problem ticket is classified as being in a group of problem tickets which are related to the problem and included in the historical problem tickets. The new problem ticket is determined to specify the problem which has the root cause.