WO2025013039A1

WO2025013039A1 - Method and system for automating assigning a trouble ticket

Info

Publication number: WO2025013039A1
Application number: PCT/IN2024/051092
Authority: WO
Inventors: Sandeep Bisht; Sumansingh KANWAR; Sonu YADAV; Aayush Bhatnagar; Ankur MISHRA; Pankaj Kshirsagar; Himanshu Sharma
Original assignee: Jio Platforms Ltd
Current assignee: Jio Platforms Ltd
Priority date: 2023-07-13
Filing date: 2024-07-07
Publication date: 2025-01-16
Anticipated expiration: 2026-01-13

Abstract

The present disclosure relates to a method and a system for automating assignment of a trouble ticket The method comprises: (a) receiving, by transceiver unit [202] at an Automatic Ticket Assignment System (ATAS) [201], a request to create the trouble ticket; (b) assigning, by allocation unit [204], a target assignment group to the trouble ticket based on a set of predefined routing rules; (c) transmitting, by allocation unit [204], an information related to the target assignment group to a Customer Assurance Engine (CAE) [206]; (d) automatically assigning, by the CAE [206], the trouble ticket to a resource from the target assignment group; and (e) transmitting, by transceiver unit [202], a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to user(s) associated with the trouble ticket.

Description

METHOD AND SYSTEM FOR AUTOMATING ASSIGNING A TROUBLE TICKET

FIELD OF INVENTION

[0001] Embodiments of the present disclosure generally relate to ticket assignment systems. More particularly, embodiments of the present disclosure relate to automating the assignment of trouble tickets.

BACKGROUND OF THE DISCLOSURE

[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.

[0003] Ticketing systems generate and assign tickets, which may be referred to as support tickets, service tickets, or the like as per the use cases, that are assigned to the agents for addressing the issues faced by the users that are using services and/or products of a particular provider. In a support space, when a consumer has an issue with a product of a provider, they make use of the support service of the provider to activate a ticketing system and send a support request ticket to the support organisation that offers the user with assistance on the concerns raised by the user for the product in question. In order to uphold strict accountability standards and better consumer experience, the support organisation employ support agents who can handle support tickets and provide assistance to the customers. A customer's issue is correctly identified, promptly troubleshooted, and resolved by a support agent, who then closes the support request.

[0004] The current manual ticket assignment process in help desk systems presents several challenges and limitations. One of the primary issues is the potential for increased wait times for tickets in the unassigned queue. When support teams assign tickets manually, there is a risk of overlooking high priority tickets, leading to breaches in Service Level Agreements (SLAs) and customer dissatisfaction. This manual approach lacks efficiency and can hinder the timely resolution of incidents and fulfillment of customer requests, negatively impacting the overall quality of customer support. [0005] Further, over the period of time various solutions have been developed to improve assignment of trouble tickets. However, there are certain challenges with existing solutions. For example, the manual assignment process is prone to human error, leading to the possibility of high- priority tickets being overlooked or assigned incorrectly. This can result in missed deadlines, SLA breaches, and dissatisfied customers. Additionally, the reliance on manual assignment slows down the overall ticket resolution process, increasing wait times and hampering the efficiency of support teams. The lack of automation also hinders scalability, as manual assignment becomes increasingly challenging to manage with a growing volume of tickets. Furthermore, the absence of intelligent algorithms or automated decision-making capabilities limits the system's ability to optimize ticket assignments based on various factors such as agent availability, skills, and workload. This not only results in lack of efficiency but can also negatively impact the quality of customer support. Thus, a manual assignment of trouble tickets can delay resolving issues in time, while automating the assignment of trouble tickets may facilitate in resolving issues efficiently and improve user experience.

[0006] Thus, there exists an imperative need in the art to provide a solution for automating the assignment of trouble tickets, which the present disclosure aims to address.

SUMMARY OF THE DISCLOSURE

[0007] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.

[0008] An aspect of the present disclosure may relate to a method for automating the assignment of a trouble ticket. The method comprises receiving, by a transceiver unit at an Automatic Ticket Assignment System (ATAS), a request to create the trouble ticket. Further, the method comprises assigning, by an allocation unit at the ATAS, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the method comprises transmitting, by the allocation unit at the ATAS, an information related to the target assignment group to a Customer Assurance Engine (CAE) at the ATAS. Further, the method comprises automatically assigning, by the CAE at the ATAS, the trouble ticket to a resource from the target assignment group. Further, the method comprises transmitting, by the transceiver unit, a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket. [0009] In an exemplary aspect of the present disclosure, a data ingestion microservice transmits the request to create the trouble ticket to the ATAS, and the trouble ticket comprises a set of ticket parameters.

[0010] In an exemplary aspect of the present disclosure, prior to the assigning, by the allocation unit at the ATAS, the target assignment group to the trouble ticket, the method comprises: (a) determining, by a determination unit at the ATAS, the trouble ticket as one of a valid trouble ticket and an invalid trouble ticket, wherein the valid trouble ticket is determined based on the set of ticket parameters of the trouble ticket, and wherein the set of ticket parameters comprises at least one of a ticket title parameter, a ticket type parameter, a ticket priority parameter, a ticket initiation channel parameter, and a ticket severity parameter; and (b) storing, by the determination unit at the ATAS, the trouble ticket in a database in an event the trouble ticket is determined as a valid trouble ticket.

[0011] In an exemplary aspect of the present disclosure, assigning the target assignment group to the trouble ticket based on the set of predefined routing rules further comprises successfully detecting the target assignment group in a database comprising one or more assignment groups.

[0012] In an exemplary aspect of the present disclosure, post the automatically assigning, by the CAE at the ATAS, the trouble ticket to the resource, the method further comprises detecting, by a detection unit, a resolution of the trouble ticket by the resource.

[0013] In an exemplary aspect of the present disclosure, the automatically assigning the trouble ticket to the resource from the target assignment group is based on a set of predefined assignment techniques.

[0014] Another aspect of the present disclosure may relate to a system for automating the assignment of a trouble ticket. The system comprises an Automatic Ticket Assignment System (ATAS). The ATAS further comprises a transceiver unit configured to receive a request to create the trouble ticket. Further, the ATAS comprises an allocation unit connected at least with the transceiver unit. The allocation unit is configured to assign a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the allocation unit is configured to transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) at the ATAS. Further, the CAE is configured to automatically assign the trouble ticket to a resource from the target assignment group. Further, the transceiver unit is configured to transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

[0015] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing instructions for automating the assignment of trouble tickets, the instructions include executable code which, when executed by one or more units of a system comprising an Automatic Ticket Assignment System (ATAS), causes: a transceiver unit of the system to receive a request to create the trouble ticket. The executable code when executed, further causes an allocation unit of the system to assign a target assignment group to the trouble ticket based on a set of predefined routing rules. The executable code when executed, further causes the allocation unit of the system to transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) at the ATAS. The executable code when executed, further causes the CAE of the system to automatically assign the trouble ticket to a resource from the target assignment group. The executable code when executed, further causes the transceiver unit of the system to transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

[0016] Yet another aspect of the present disclosure may relate to a user equipment (UE) in communication with an Automatic Ticket Assignment System (ATAS) of a system for one or more updates related to automatic assignment of a trouble ticket. The user equipment (UE) comprises a transmitter unit configured to transmit, to the ATAS, a request to receive the one or more updates related to the automatic assignment of the trouble ticket. The UE further comprises a receiver unit, configured to receive in response to the request, the one or more updates from the ATAS. The one or more updates are generated by the ATAS based on receiving, by a transceiver unit at the Automatic Ticket Assignment System (ATAS), a request to create the trouble ticket. Further, the one or more updates are generated by the ATAS based on assigning, by an allocation unit at the ATAS, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the one or more updates are generated by the ATAS based on transmitting, by the allocation unit at the ATAS, an information related to the target assignment group to a Customer Assurance Engine (CAE) at the ATAS. Further, the one or more updates are generated by the ATAS based on automatically assigning, by the CAE at the ATAS, the trouble ticket to a resource from the target assignment group. Further, the one or more updates are generated by the ATAS based on transmitting, by the transceiver unit, a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

OBJECTS OF THE DISCLOSURE

[0017] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.

[0018] It is an object of the present disclosure to provide a configuration driven automation system for assignment of trouble tickets to assignment groups.

[0019] It is another object of the present disclosure to provide a solution that assigns an assignment group to a trouble ticket associated with the trouble ticket creation request.

[0020] It is yet another object of the present disclosure to provide a solution to automatically assign the trouble ticket to a target resource/engineer.

DESCRIPTION OF THE DRAWINGS

[0021] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.

[0022] FIG. 1 illustrates an exemplary block diagram of a computing device [100] upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. [0023] Fig. 2 illustrates an exemplary block diagram of a system [200] for automating the assignment of a trouble ticket, in accordance with exemplary implementations of the present disclosure.

[0024] Fig. 3 illustrates an exemplary flow diagram of a method [300] for automating the assignment of a trouble ticket, in accordance with exemplary implementations of the present disclosure.

[0025] Fig. 4 illustrates an exemplary scenario flow diagram of a method [400] for automating the assignment of a trouble ticket, in accordance with exemplary implementations of the present disclosure.

[0026] The foregoing shall be more apparent from the following more detailed description of the disclosure.

DETAILED DESCRIPTION

[0027] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above.

[0028] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.

[0029] Specific details are given in the following description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.

[0030] Also, it is noted that individual embodiments may be described as a process which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations may be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure.

[0031] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive — in a manner similar to the term “comprising” as an open transition word — without precluding any additional or other elements.

[0032] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality of microprocessors, one or more microprocessors in association with a (Digital Signal Processing) DSP core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.

[0033] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smartdevice”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The user equipment/device may include, but is not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, wearable device or any other computing device which is capable of implementing the one or more features of the present disclosure. Also, the user device may contain at least one input means configured to receive an input from unit(s) which are required to implement the one or more features of the present disclosure.

[0034] As used herein, “storage unit” or “memory unit” refers to a machine or computer- readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable medium includes read-only memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical storage media, flash memory devices or other types of machine-accessible storage media. The storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.

[0035] As used herein “interface” or “user interface refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called.

[0036] All modules, units, components used herein, unless explicitly excluded herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.

[0037] As used herein the transceiver unit include at least one receiver and at least one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system.

[0038] As used herein, a ‘ticket’ or a ‘trouble ticket’ refers to a documented record or electronic entry that captures information about an issue or problem identified by a customer or another system. It serves as a formal means of communication and tracking within a trouble ticket management system, providing a standardized format for reporting, documenting, and resolving service requests. A trouble ticket typically may include details such as the nature of the problem, relevant customer information, priority classification, assigned technician, and the status of the ticket.

[0039] Further, in accordance with the present disclosure, it is to be acknowledged that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The functionality of specific units as disclosed in the disclosure should not be construed as limiting the scope of the present disclosure. Consequently, alternative arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.

[0040] As discussed in the background section, the current known solutions have several shortcomings. The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by providing method and system for automating the assignment of a trouble ticket. Hence, a configuration driven automation system for assignment of trouble tickets to assignment groups is provided in this disclosure. This configuration driven automation system helps in reducing mean time to resolve. Also, it reduces the count of tickets to be manually handled by a service desk. Also, according to the present disclosure, the logic is based on some parameters such as, but not limited to, a title of ticket, a type of ticket, severity of ticket, a channel via which the ticket is created, and priority of ticket. A combination of these attributes can define auto-routing rules. These attributes are made configurable to make the implementation dynamic in nature. Adjusting assignment/routing rules impacts agent satisfaction, as well as quality of service provided to the users. The entire call flow between the microservices may be asynchronous in the disclosure. According to the embodiments of the present disclosure, an event streaming platform is used as a messaging system at which a communication is facilitated between the system for automating the assignment of a trouble ticket and the devices in possession of resource persons (such as technicians, engineers, etc.) and users (i.e., customers), to avoid latency. Although many of the following examples are described in the context of a ticketing system for a support space, embodiments of this disclosure apply equally to other ticketing systems for other spaces. [0041] Hereinafter, exemplary embodiments of the present disclosure will be described with reference to the accompanying drawings.

[0042] Fig. 1 illustrates an exemplary block diagram of a computing device [100] upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [100] may also implement a method for automating the assignment of a trouble ticket utilising the system. In another implementation, the computing device [100] itself implements the method for automating the assignment of a trouble ticket using one or more units configured within the computing device [100], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.

[0043] The computing device [100] may include a bus [102] or other communication mechanism for communicating information, and a hardware processor [104] coupled with bus [102] for processing information. The hardware processor [104] may be, for example, a general- purpose microprocessor. The computing device [100] may also include a main memory [106], such as a random-access memory (RAM), or other dynamic storage device, coupled to the bus [102] for storing information and instructions to be executed by the processor [104], The main memory [106] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the processor [104], Such instructions, when stored in non-transitory storage media accessible to the processor [104], render the computing device [100] into a special-purpose machine that is customized to perform the operations specified in the instructions. The computing device [100] further includes a read only memory (ROM) [108] or other static storage device coupled to the bus [102] for storing static information and instructions for the processor [104],

[0044] A storage device [110], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [102] for storing information and instructions. The computing device [100] may be coupled via the bus [102] to a display [112], such as a cathode ray tube (CRT), Liquid crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for displaying information to a computer user. An input device [114], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [102] for communicating information and command selections to the processor [104], Another type of user input device may be a cursor controller [116], such as a mouse, a trackball, or cursor direction keys, for communicating direction information and command selections to the processor [104], and for controlling cursor movement on the display [112], This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.

[0045] The computing device [100] may implement the techniques described herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [100] causes or programs the computing device [100] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the computing device [100] in response to the processor [104] executing one or more sequences of one or more instructions contained in the main memory [106], Such instructions may be read into the main memory [106] from another storage medium, such as the storage device [110], Execution of the sequences of instructions contained in the main memory [106] causes the processor [104] to perform the process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.

[0046] The computing device [100] also may include a communication interface [118] coupled to the bus [102], The communication interface [118] provides a two-way data communication coupling to a network link [120] that is connected to a local network [122], For example, the communication interface [118] may be an integrated services digital network (ISDN) card, cable modem, satellite modem, or a modem to provide a data communication connection to a corresponding type of telephone line. As another example, the communication interface [118] may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [118] sends and receives electrical, electromagnetic or optical signals that carry digital data streams representing various types of information.

[0047] The computing device [100] can send messages and receive data, including program code, through the network(s), the network link [120] and the communication interface [118], In the Internet example, a server [130] might transmit a requested code for an application program through the Internet [128], the ISP [126], the local network [122], the host [124], and the communication interface [118], The received code may be executed by the processor [104] as it is received, and/or stored in the storage device [110], or other non-volatile storage for later execution. [0048] Referring to Fig. 2, an exemplary block diagram of a system [200] for automating the assignment of a trouble ticket, is shown, in accordance with the exemplary implementations of the present disclosure. The system [200] comprises at least an automatic ticket assignment system (ATAS) [201], The ATAS [201] comprises at least one transceiver unit [202], at least one allocation unit [204], at least one customer assurance engine [206], at least one determination unit [208], and at least one detection unit [210], Also, all of the components/ units of the system [200] are assumed to be connected to each other unless otherwise indicated below. Also, in Fig. 2 only a few units are shown, however, the system [200] may comprise multiple such units or the system [200] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [200] may be present in a user device to implement the features of the present disclosure. The system [200] may be a part of the user device / or may be independent of but in communication with the user device (may also referred herein as a UE). In another implementation the system [200] may be a part of a server device or may be independent of but in communication with the server device. Also, one or more units of the system [200] may use one or more microservice(s) that interact with each other to fulfil required functionality of auto-assignment of trouble ticket to appropriate technician/resource of an assignment group based upon the routing rule(s).

[0049] The system [200] is configured for automating the assignment of the trouble ticket, with the help of the interconnection between the components/units of the system [200],

[0050] More specifically, to automate the assignment of the trouble ticket, firstly the transceiver unit [202] may receive a request to create the trouble ticket. This request, for example, may be raised by a user that is facing an issue with a product and/or a service of a provider. Thus, the user may visit a front-end platform, for example, a website, a mobile application, etc. provided by the provider to the user, and may raise a request to create a trouble ticket via, but not limit to, a user interface on the platform. Alternatively, the user may use, for example, a customer care facility to get the ticket raised by a customer care executive on behalf of the user. Thus, the user may make use of any channel among a number of channels to raise the ticket. In an implementation, a data ingestion microservice may transmit the request to create the trouble ticket to the ATAS [201], For example, the data ingestion microservice may transmit this request to the allocation unit [204] for further processing and assignments related to the request or concern raised by the user that is associated with the request. Further, a trouble ticket may comprise a set of ticket parameters. In an implementation, the set of ticket parameters comprises at least one of, but not limited to, a ticket title parameter, a ticket type parameter, a ticket priority parameter, a ticket initiation channel parameter, and a ticket severity parameter. Pertinently, one or more of these ticket parameters may be present in/ associated with the trouble ticket in any combination. For example, in case a user of an internet service provider faces a concern with connectivity of internet at the user end, the user may raise a ticket. Here, since the issue raised is related to internet connectivity, the ticket title parameter may be, for example, “No Internet Connectivity”. Say, in this example, the user raised the ticket by calling customer care, then the ticket initiation channel parameter may be, for example, “ custom er care call”. Also, in this example, since there is no internet connectivity at all, as faced by the user, then the severity of such a concern may be high. Thus, the ticket severity parameter, for the purposes of this example may be “high”. A person skilled in the art would appreciate that the above example(s) is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.

[0051] The allocation unit [204] is connected at least with the transceiver unit [202], The allocation unit [204] may assign a target assignment group to the trouble ticket based on a set of predefined routing rules. The set of predefined rules may include one or more rules that are predefined based on the set of ticket parameters such as the ticket title parameter, the ticket type parameter, the ticket priority parameter, the ticket initiation channel parameter, and the ticket severity parameter. Also, the set of ticket parameters are configurable and therefore makes the implementation of the set of predefined rules dynamic in nature. The target assignment group may be related to the concern raised by the user, i.e., to the issue faced by the user. For example, in case the user of an internet service provider faces a concern with connectivity of internet at the user end, then the target assignment group may be the “technical connectivity team”. Thus, in this example, when the user raises concern with connectivity of internet at the user end, then based on ticket parameter such as, title (e.g., No_Intemet_Connectivity) and type (e.g., network connectivity) it is determined that user of the internet service provider is facing a concern with connectivity of internet at the user end. Thereafter, according to a predefined routing rule (i.e., where a title is the No_Internet_Connectivity and a type is network connectivity then assign “technical connectivity team” as the target assignment group to the trouble ticket) the target assignment group is the “technical connectivity team” is assigned. A person skilled in the art would appreciate that the above example is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner and a number of rules / routing rules may be pre-configured and/or predefined based on the set of ticket parameters.

[0052] In an implementation, prior to the assigning, by the allocation unit [204] at the ATAS [201], the target assignment group to the trouble ticket, the determination unit [208] is configured to determine the trouble ticket as one of a valid trouble ticket and an invalid trouble ticket, wherein the valid trouble ticket is determined based on the set of ticket parameters of the trouble ticket. Here, the valid ticket may be referred to as the ticket which satisfies certain mandatory parameters that are required to resolve the ticket. For example, there may be some parameters that are essential to resolve the concern raised by the user. For example, due to some technical error in the system, the identity of the user could not be attached with the trouble ticket. In that case, it cannot be ascertained as to which user is facing the problem that is raised in the trouble ticket, and hence the same cannot be resolved. In that case, the trouble ticket may be determined, by the determination unit [208] as an invalid trouble ticket. Also, if the trouble ticket is determined as the valid trouble ticket, then the determination unit [208] may store the trouble ticket in a database. The database may be stored in a storage unit associated with the ATAS [201], Also, in an implementation, prior to the allocation unit [204] assigns the target assignment group to the trouble ticket, the detection unit [210] may successfully detect the target assignment group in a database comprising one or more assignment groups. Also, in an event the detection unit [210] is unable to successfully detect the target assignment group in the database comprising one or more assignment groups, then the trouble ticket may be assigned to a service desk. In an implementation the service desk may manually assign the trouble ticket to a target assignment group.

[0053] Further, after assigning a target assignment group to the trouble ticket, the allocation unit [204] may transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201], The CAE [206] is an entity that is responsible for assigning the trouble ticket to a resource, such as an engineer or a technician, etc. from the target assignment group.

[0054] Further, the CAE [206] may automatically assign the trouble ticket to a resource from the target assignment group. Here, the resource may be a technician or an engineer or any person to whom the trouble ticket is required to be assigned. For example, in case a user has raised a trouble ticket raising concern related to internet connectivity, then the engineer that can solve this issue may be the best resource to be assigned with the trouble ticket. Also, since the target assignment group has already been assigned previously, so the CAE [206] may not need to check all the resources (technicians, engineers, etc.) available. CAE [206] may check only the resources associated with the target assignment group to automatically assign the trouble ticket to a resource. In an implementation, the automatically assigning the trouble ticket to the resource from the target assignment group is based on a set of predefined assignment techniques. For example, the set of pre-defined assignment techniques may comprise a rule for equal distribution of work, and accordingly, the ticket may be assigned to an available resource or the resource with least amount of work assigned. Further, ticket may be assigned to one of the resources based on the set of ticket parameters. For example, there may be a review rating for each of the resources maintained in a database. Based on the review rating, the work may be allocated, for example, if the severity level of the trouble ticket is high, then the trouble may be assigned to the resource with high review rating. A person skilled in the art would appreciate that the above examples are provided for understanding purposes only and do not restrict or limit the present disclosure in any possible manner. Also, in an implementation, post the automatic assignment of the trouble ticket to the resource, one or more notifications may be generated and sent to the resource informing the resource about the issue to be resolved. Also, these notifications may also contain information of the user, time commitment made to the user for solving the issue, location of the user, contact number of the user, etc.

[0055] In an implementation, one or more user notifications may also be sent to the user and/or the resource at one or more relevant steps, for example, at the time when the trouble ticket is successfully raised by the user (here, the user may be provided with a registration identity of the ticket in the system for easy reference for the user), at the time when a resource is allocated to the ticket (here, the user may be provided with a name and contact information of the resource, and the resource may be provided with relevant information of the ticket and the user), etc. A person skilled in the art would appreciate that the above example is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.

[0056] In an implementation, post the automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to the resource, the detection unit [210] is configured to detect a resolution of the trouble ticket by the resource. For example, in case a user has raised a trouble ticket raising concern related to internet connectivity, and a resource/engineer has been assigned with the trouble ticket. Now the resource/engineer visits the location of the user and addresses the concern of internet connectivity that the user is facing. Say, the resource is able to solve the issue and restore the internet connectivity. After solving the issue, the user and/or the resource may send an indication that to the ATAS [201] that the issue is resolved by the resource. Finally, the detection unit [210] detects that the issue is resolved by the resource.

[0057] Further, the transceiver unit [202] may transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket. Here, the first set of notifications may be defined as the notification updates that are sent to the resource regarding the updates on the trouble ticket that are relevant for the resource, and the second set of notifications may be defined as the notification updates that are sent to the user regarding the updates on the trouble ticket that are relevant for the user. After the detection unit [210] detects that the issue is resolved by the resource, the transceiver unit [202] may send a notification to the resource/engineer that the issue has been marked as resolved at the ATAS [201], Also, in parallel, the transceiver unit [202] may send another notification to the user that the issue has been marked as resolved at the ATAS [201], Both these notifications may contain same/ similar or different content and are sent separately to the resource and the user.

[0058] Referring to Figure 3, an exemplary method flow diagram [300] for automating the assignment of a trouble ticket, in accordance with exemplary implementations of the present disclosure is shown. In an implementation the method [300] is performed by the system [200], Also, as shown in Figure 3, the method [300] starts at step [302] and goes to step [304],

[0059] To automate the assignment of the trouble ticket, at step [304], the method of the present disclosure comprises receiving, by a transceiver unit [202] at an Automatic Ticket Assignment System (ATAS) [201], a request to create the trouble ticket. This request, for example, may be raised by a user that is facing an issue with a product and/or a service of a provider. Thus, the user may visit a front-end platform, for example, a website, a mobile application, etc. provided by the provider to the user, and may raise a request to create a trouble ticket via, but not limit to, a user interface on the platform. Alternatively, the user may use, for example, a customer care facility to get the ticket raised by a customer care executive on behalf of the user. Thus, the user may make use of any channel among a number of channels to raise the ticket. In an implementation, a data ingestion microservice may transmit the request to create the trouble ticket to the ATAS [201], For example, the data ingestion microservice may transmit this request to the allocation unit [204] for further processing and assignments related to the request or concern raised by the user that is associated with the request. Further, a trouble ticket may comprise a set of ticket parameters. In an implementation, the set of ticket parameters comprises at least one of, but not limited to, a ticket title parameter, a ticket type parameter, a ticket priority parameter, a ticket initiation channel parameter, and a ticket severity parameter. Pertinently, one or more of these ticket parameters may be present in/ associated with the trouble ticket in any combination. For example, in case a user of an internet service provider faces a concern with connectivity of internet at the user end, the user may raise a ticket. Here, since the issue raised is related to internet connectivity, the ticket title parameter may be, for example, “No Internet Connectivity”. Say, in this example, the user raised the ticket by calling customer care, then the ticket initiation channel parameter may be, for example, “ custom er care call”. Also, in this example, since there is no internet connectivity at all, as faced by the user, then the severity of such a concern may be high. Thus, the ticket severity parameter, for the purposes of this example may be “high”. A person skilled in the art would appreciate that the above example(s) is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.

[0060] At step [306], the method of the present disclosure comprises assigning, by an allocation unit [204] at the ATAS [201], a target assignment group to the trouble ticket based on a set of predefined routing rules. The set of predefined rules may include one or more rules that are predefined based on the set of ticket parameters such as the ticket title parameter, the ticket type parameter, the ticket priority parameter, the ticket initiation channel parameter, and the ticket severity parameter. Also, the set of ticket parameters are configurable and therefore makes the implementation of the set of predefined rules dynamic in nature. The target assignment group may be related to the concern raised by the user, i.e., to the issue faced by the user. For example, in case the user of an internet service provider faces a concern with connectivity of internet at the user end, then the target assignment group may be the “technical connectivity team”. Thus, in this example, when the user raises concern with connectivity of internet at the user end, then based on ticket parameter such as, title (e.g., No_Intemet_Connectivity) and type (e.g., network connectivity) it is determined that user of the internet service provider is facing a concern with connectivity of internet at the user end. Thereafter, according to a predefined routing rule (i.e., where a title is the No_Internet_Connectivity and a type is network connectivity then assign “technical connectivity team” as the target assignment group to the trouble ticket) the target assignment group is the “technical connectivity team” is assigned. A person skilled in the art would appreciate that the above example is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner and a number of rules / routing rules may be pre-configured and/or predefined based on the set of ticket parameters.

[0061] In an implementation, prior to the assigning, by the allocation unit [204] at the ATAS [201], the target assignment group to the trouble ticket, the determination unit [208] may determine the trouble ticket as one of a valid trouble ticket and an invalid trouble ticket, wherein the valid trouble ticket is determined based on the set of ticket parameters of the trouble ticket. Here, the valid ticket may be referred to as the ticket which satisfies certain mandatory parameters that are required to resolve the ticket. For example, there may be some parameters that are essential to resolve the concern raised by the user. For example, due to some technical error in the system, the identity of the user could not be attached with the trouble ticket. In that case, it cannot be ascertained as to which user is facing the problem that is raised in the trouble ticket, and hence the same cannot be resolved. In that case, the trouble ticket may be determined, by the determination unit [208] as an invalid trouble ticket. Also, if the trouble ticket is determined as the valid trouble ticket, then the determination unit [208] may store the trouble ticket in a database. The database may be stored in a storage unit associated with the ATAS [201], Also, in an implementation, prior to the allocation unit [204] assigns the target assignment group to the trouble ticket, the detection unit [210] may successfully detect the target assignment group in a database comprising one or more assignment groups. Also, in an event the detection unit [210] is unable to successfully detect the target assignment group in the database comprising one or more assignment groups, then the trouble ticket may be assigned to a service desk. In an implementation the service desk may manually assign the trouble ticket to a target assignment group.

[0062] Further, at step [308], the method of the present disclosure comprises transmitting, by the allocation unit [204] at the ATAS [201], an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201], The CAE [206] is an entity that is responsible for assigning the trouble ticket to a resource, such as an engineer or a technician, etc. from the target assignment group.

[0063] Further, at step [310], the method of the present disclosure comprises automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to a resource from the target assignment group. Here, the resource may be a technician or an engineer or any person to whom the trouble ticket is required to be assigned. For example, in case a user has raised a trouble ticket raising concern related to internet connectivity, then the engineer that can solve this issue may be the best resource to be assigned with the trouble ticket. Also, since the target assignment group has already been assigned previously, so the CAE [206] may not need to check all the resources (technicians, engineers, etc.) available. CAE [206] may check only the resources associated with the target assignment group to automatically assign the trouble ticket to a resource. In an implementation, the automatically assigning the trouble ticket to the resource from the target assignment group is based on a set of predefined assignment techniques. For example, the set of pre-defined assignment techniques may comprise a rule for equal distribution of work, and accordingly, the ticket may be assigned to an available resource or the resource with least amount of work assigned. Further, ticket may be assigned to one of the resources based on the set of ticket parameters. For example, there may be a review rating for each of the resources maintained in a database. Based on the review rating, the work may be allocated, for example, if the severity level of the trouble ticket is high, then the trouble may be assigned to the resource with high review rating. A person skilled in the art would appreciate that the above examples are provided for understanding purposes only and do not restrict or limit the present disclosure in any possible manner. Also, in an implementation, post the automatic assignment of the trouble ticket to the resource, one or more notifications may be generated and sent to the resource informing the resource about the issue to be resolved. Also, these notifications may also contain information of the user, time commitment made to the user for solving the issue, location of the user, contact number of the user, etc.

[0064] In an implementation, one or more user notifications may also be sent to the user and/or the resource at one or more relevant steps, for example, at the time when the trouble ticket is successfully raised by the user (here, the user may be provided with a registration identity of the ticket in the system for easy reference for the user), at the time when a resource is allocated to the ticket (here, the user may be provided with a name and contact information of the resource, and the resource may be provided with relevant information of the ticket and the user), etc. A person skilled in the art would appreciate that the above example is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.

[0065] In an implementation, post the automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to the resource, the detection unit [210] is configured to detect a resolution of the trouble ticket by the resource. For example, in case a user has raised a trouble ticket raising concern related to internet connectivity, and a resource/engineer has been assigned with the trouble ticket. Now the resource/engineer visits the location of the user and addresses the concern of internet connectivity that the user is facing. Say, the resource is able to solve the issue and restore the internet connectivity. After solving the issue, the user and/or the resource may send an indication that to the ATAS [201] that the issue is resolved by the resource. Finally, the detection unit [210] detects that the issue is resolved by the resource.

[0066] Further, at step [312], the method of the present disclosure comprises transmitting, by the transceiver unit [202], a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket. Here, the first set of notifications may be defined as the notification updates that are sent to the resource regarding the updates on the trouble ticket that are relevant for the resource, and the second set of notifications may be defined as the notification updates that are sent to the user regarding the updates on the trouble ticket that are relevant for the user. After the detection unit [210] detects that the issue is resolved by the resource, the transceiver unit [202] may send a notification to the resource/ engineer that the issue has been marked as resolved at the ATAS [201], Also, in parallel, the transceiver unit [202] may send another notification to the user that the issue has been marked as resolved at the ATAS [201], Both these notifications may contain same/similar or different content and are sent separately to the resource and the user.

[0067] Further the method terminates at step [314],

[0068] Referring to Fig. 4 which illustrates an exemplary scenario flow diagram of a method [400] for automating the assignment of a trouble ticket, in accordance with exemplary implementations of the present disclosure. As shown in Fig. 4, the method starts at block 402, where a request for creating a trouble ticket is raised using a channel. A transceiver unit of the system [200] receives the request to create the trouble ticket. Further, at block 404, the trouble ticket is created. Further, the trouble ticket is stored in a storage unit as shown in block 406. Further, as shown in block 408, an allocation unit [204] fetches a target assignment group from a set of assignment groups for assigning the target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the allocation unit [204] assigns/attaches the target assignment group to the trouble ticket (as shown in block 412) when the target assignment group is found at block 410 (condition shown as “true”). Also, as shown in block 414, the allocation unit [204] assigns the target assignment group to the service desk when the target assignment group is not found/ not detected at block 410 (condition shown as “false”). Further, as shown in block 416, a Customer Assurance Engine (CAE) [206] automatically assigns the trouble ticket to a resource/engineer from the target assignment group. Further, as shown in block 418, the transceiver unit [202] send notifications to the resource/engineer, the notifications informing the engineer about the assignment of the ticket, and details of the user along with other relevant details. Further, as shown in block 420, the engineer starts working on the trouble ticket, resolves the issue of the user, and then closes the ticket, with which the method terminates.

[0069] The present disclosure further discloses a non-transitory computer readable storage medium storing instructions for automating the assignment of trouble tickets, the instructions include executable code which, when executed by one or more units of a system [200] comprising an Automatic Ticket Assignment System (ATAS) [201], causes: a transceiver unit [202] of the system [200] to receive a request to create the trouble ticket. The executable code when executed, further causes an allocation unit [204] of the system [200] to assign a target assignment group to the trouble ticket based on a set of predefined routing rules. The executable code when executed, further causes the allocation unit [204] to transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201], The executable code when executed, further causes the CAE [206] of the system [200] to automatically assign the trouble ticket to a resource from the target assignment group. The executable code when executed, further causes the transceiver unit [202] of the system [200] to transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

[0070] The present disclosure further discloses a user equipment (UE) in communication with an Automatic Ticket Assignment System (ATAS) [201] of a system [200] for one or more updates related to automatic assignment of a trouble ticket. The user equipment (UE) comprises a transmitter unit configured to transmit to the ATAS [201], a request to receive the one or more updates related to the automatic assignment of the trouble ticket. The UE further comprises a receiver unit, configured to receive in response to the request, the one or more updates from the ATAS [201], The one or more updates are generated by the ATAS [201] based on receiving, by a transceiver unit [202] at the Automatic Ticket Assignment System (ATAS) [201], a request to create the trouble ticket. Further, the one or more updates are generated by the ATAS [201] based on assigning, by an allocation unit [204] at the ATAS [201], a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the one or more updates are generated by the ATAS [201] based on transmitting, by the allocation unit [204] at the ATAS [201], an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201], Further, the one or more updates are generated by the ATAS [201] based on automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to a resource from the target assignment group. Further, the one or more updates are generated by the ATAS [201] based on transmitting, by the transceiver unit [202], a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

[0071] As is evident from the above, the present disclosure provides a technically advanced solution for automating the assignment of a trouble ticket. Automatic assignment of tickets is a feature that facilitates the process of assigning incoming tickets to the agents in a particular team or department. Further, it allows the workflow to keep moving, and at the same time assures an equal distribution of work - turning this into a great way to benefit the support agents as well as the users. The present solution provides a configuration driven automation system for assignment of trouble tickets to assignment groups that helps in reducing mean time to resolve. Further, implementing the features of the present disclosure reduces the count of tickets to be manually handled by service desk. The auto routing rules for automatic assignment of tickets are based on attributes that are configurable. Also, adjusting assignment/routing rules improves agent satisfaction, as well as quality of service provided to the users. Further, the present solution discloses a platform that may be used as a messaging system which provides bidirectional communication and helps to avoid latency.

[0072] While considerable emphasis has been placed herein on the disclosed implementations, it will be appreciated that many implementations can be made and that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.

Claims

We Claim:

1. A method for automating assigning a trouble ticket, the method comprising: receiving, by a transceiver unit [202] at an Automatic Ticket Assignment System (ATAS) [201], a request to create the trouble ticket; assigning, by an allocation unit [204] at the ATAS [201], a target assignment group to the trouble ticket based on a set of predefined routing rules; transmitting, by the allocation unit [204] at the ATAS [201], an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201]; automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to a resource from the target assignment group; and transmitting, by the transceiver unit [202], a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

2. The method as claimed in claim 1, wherein a data ingestion microservice transmits the request to create the trouble ticket to the ATAS [201], and the trouble ticket comprises a set of ticket parameters.

3. The method as claimed in claim 2, wherein prior to the assigning, by the allocation unit [204] at the ATAS [201], the target assignment group to the trouble ticket, the method comprises: determining, by a determination unit [208] at the ATAS [201], the trouble ticket as one of a valid trouble ticket and an invalid trouble ticket, wherein the valid trouble ticket is determined based on the set of ticket parameters of the trouble ticket, and wherein the set of ticket parameters comprises at least one of a ticket title parameter, a ticket type parameter, a ticket priority parameter, a ticket initiation channel parameter, and a ticket severity parameter; and storing, by the determination unit [208] at the ATAS [201], the trouble ticket in a database in an event the trouble ticket is determined as a valid trouble ticket.

4. The method as claimed in claim 1 , wherein assigning the target assignment group to the trouble ticket based on the set of predefined routing rules further comprises successfully detecting the target assignment group in a database comprising one or more assignment groups.

5. The method as claimed in claim 1, wherein post the automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to the resource, the method further comprises: detecting, by a detection unit [210], a resolution of the trouble ticket by the resource.

6. The method as claimed in claim 1, wherein the automatically assigning the trouble ticket to the resource from the target assignment group is based on a set of predefined assignment techniques.

7. A system for automating assigning a trouble ticket, the system comprising an Automatic Ticket Assignment System (ATAS) [201], the ATAS [201] further comprising: a transceiver unit [202] configured to receive a request to create the trouble ticket; an allocation unit [204] connected at least with the transceiver unit [202], the allocation unit [204] configured to: o assign a target assignment group to the trouble ticket based on a set of predefined routing rules; and o transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201]; the CAE [206] configured to automatically assign the trouble ticket to a resource from the target assignment group; and the transceiver unit [202] further configured to transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

8. The system as claimed in claim 7, wherein a data ingestion microservice transmits the request to create the trouble ticket to the ATAS [201], and the trouble ticket comprises a set of ticket parameters.

9. The system as claimed in claim 8, wherein the ATAS [201] further comprises a determination unit [208], wherein prior to the assigning, by the allocation unit [204] at the ATAS [201], the target assignment group to the trouble ticket, the determination unit [208] is configured to: determine the trouble ticket as one of a valid trouble ticket and an invalid trouble ticket, wherein the valid trouble ticket is determined based on the set of ticket parameters of the trouble ticket, and wherein the set of ticket parameters comprises at least one of a ticket title parameter, a ticket type parameter, a ticket priority parameter, a ticket initiation channel parameter, and a ticket severity parameter; and store the trouble ticket in a database in an event the trouble ticket is determined as a valid trouble ticket.

10. The system as claimed in claim 7, wherein prior to the allocation unit [204] assigns the target assignment group to the trouble ticket, a detection unit [210] of the ATAS [201] is further configured to successfully detect the target assignment group in a database comprising one or more assignment groups.

11. The system as claimed in claim 7, wherein the ATAS [201] comprises a detection unit [210], wherein post the automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to the resource, the detection unit [210] is configured to detect a resolution of the trouble ticket by the resource.

12. The system as claimed in claim 7, wherein the automatically assigning the trouble ticket to the resource from the target assignment group is based on a set of predefined assignment techniques.

13. A user equipment (UE) in communication with an Automatic Ticket Assignment System (ATAS) [201] of a system [200] for one or more updates related to automatic assignment of a trouble ticket, the user equipment (UE) comprising: a transmitter unit, configured to transmit, to the ATAS [201], a request to receive the one or more updates related to the automatic assignment of the trouble ticket; and a receiver unit, configured to receive in response to the request, the one or more updates from the ATAS [201], wherein the one or more updates are generated by the ATAS [201] based on: o receiving, by a transceiver unit [202] at the Automatic Ticket Assignment System (ATAS) [201], a request to create the trouble ticket, o assigning, by an allocation unit [204] at the ATAS [201], a target assignment group to the trouble ticket based on a set of predefined routing rules, o transmitting, by the allocation unit [204] at the ATAS [201], an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201], o automatically assigning, by the CAE [206] at the ATAS [201], the trouble ticket to a resource from the target assignment group, and o transmitting, by the transceiver unit [202], a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.

14. A non-transitory computer readable storage medium storing instructions for automating an assignment of trouble tickets, the instructions include executable code which, when executed by one or more units of a system [200] comprising an Automatic Ticket Assignment System (ATAS) [201], causes: a transceiver unit [202] of the system [200] to receive a request to create the trouble ticket; an allocation unit [204] of the system [200] to assign a target assignment group to the trouble ticket based on a set of predefined routing rules; the allocation unit [204] of the system [200] to transmit an information related to the target assignment group to a Customer Assurance Engine (CAE) [206] at the ATAS [201]; the CAE [206] of the system [200] to automatically assign the trouble ticket to a resource from the target assignment group; and the transceiver unit [202] of the system [200] to transmit a first set of notifications to the resource assigned with the trouble ticket and a second set of notifications to one or more users associated with the trouble ticket.