US-12625751-B2 - Apparatuses, computer-implemented methods, and systems for updating and outputting a queue interface component pane in an information technology service management user interface

Abstract

Methods, apparatuses, and computer program products are disclosed for updating and outputting an information technology service management user interface comprising a queue interface component pane. In an example embodiment, an apparatus accesses a user identifier and a team identifier associated with the information technology service management user interface, identifies a plurality of queue identifiers associated with the user identifier and the team identifier, initiates retrieval of queue issue count data for the plurality of queue identifiers from an issues data repository during an aggregated queue latency period, generates an updated queue interface component based on the queue issue count data for a selected queue identifier in a circumstance where queue issue count data is retrieved prior to the expiration of the aggregated queue latency period, and outputs the updated queue interface component to the information technology service management user interface for rendering to the queue interface component pane.

Inventors

• Oliver HULETT
• Justin Huang
• Khoa Vu TRUONG
• Abhishek Pradhan

Assignees

• Atlassian Pty Ltd.
• ATLASSIAN US, INC.

Dates

Publication Date

20260512

Application Date

20230330

Claims (20)

1. 1 . An apparatus for updating and outputting an information technology service management user interface comprising a queue interface component pane, the apparatus comprising at least one processor, and at least one non-transitory memory including program code, the at least one non-transitory memory and the program code configured to, with the at least one processor, cause the apparatus to: access a user identifier and a team identifier associated with the information technology service management user interface; identify a plurality of queue identifiers associated with the user identifier and the team identifier; initiate retrieval of queue issue count data for the plurality of queue identifiers from an issues data repository during an aggregated queue latency period; in a circumstance where queue issue count data is retrieved for a selected queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, generate an updated queue interface component based on the queue issue count data for the selected queue identifier; and output the updated queue interface component to the information technology service management user interface for rendering to the queue interface component pane.
2. 2 . The apparatus of claim 1 , wherein in a circumstance where queue issue count data is not retrieved for a particular queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, the at least one non-transitory memory and the program code are further configured to, with the at least one processor, cause the apparatus to: output a queue interface component associated with the particular queue identifier to the information technology service management user interface for rendering to the queue interface component pane.
3. 3 . The apparatus of claim 1 , wherein retrieval of queue issue count data for each queue identifier of the plurality of queue identifiers is initiated during a corresponding queue query latency period.
4. 4 . The apparatus of claim 3 , wherein in a circumstance where queue issue count data is not retrieved for a certain queue identifier prior to expiration of the corresponding queue query latency period, the at least one non-transitory memory and the program code are further configured to, with the at least one processor, cause the apparatus to: generate a fault queue interface component associated with the certain queue identifier; and output the fault queue interface component to the information technology service management user interface for rendering to the queue interface component pane.
5. 5 . The apparatus of claim 4 , wherein the fault queue interface component comprises a queue performance warning engagement component.
6. 6 . The apparatus of claim 5 , wherein in response to user engagement with the queue performance warning engagement component, the at least one non-transitory memory and the program code are further configured to, with the at least one processor, cause the apparatus to: generate a queue performance explanation interface component associated with the certain queue identifier; and output the queue performance explanation interface component for rendering to the information technology service management user interface.
7. 7 . The apparatus of claim 6 , wherein the queue performance explanation interface component comprises a queue reload engagement component, and wherein in response to user engagement with the queue reload engagement component, the at least one non-transitory memory and the program code are further configured to, with the at least one processor, cause the apparatus to: initiate retrieval of issue count data for the certain queue identifier from the issues data repository during a queue query latency period; in a circumstance where queue issue count data for the certain queue identifier is not retrieved prior to expiration of the queue query latency period, output the fault queue interface component to the information technology service management user interface for rendering to the queue interface component pane; and in a circumstance where the queue issue count data for the certain queue identifier is retrieved prior to expiration of the queue query latency period: generate an updated queue interface component based on the queue issue count data for the certain queue identifier; and output the updated queue interface component to the information technology service management user interface for rendering to the queue interface component pane.
8. 8 . The apparatus of claim 6 , wherein the queue performance explanation interface component comprises a queue performance information engagement component.
9. 9 . The apparatus of claim 1 , wherein retrieval of issue count data for the plurality of queue identifiers is initiated periodically at intervals equal to the aggregated queue latency period.
10. 10 . A computer-implemented method comprising: accessing a user identifier and a team identifier associated with an information technology service management user interface; identifying a plurality of queue identifiers associated with the user identifier and the team identifier; initiating retrieval of queue issue count data for the plurality of queue identifiers from an issues data repository during an aggregated queue latency period; in a circumstance where queue issue count data is retrieved for a selected queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, generating an updated queue interface component based on the queue issue count data for the selected queue identifier; and outputting the updated queue interface component to the information technology service management user interface for rendering to a queue interface component pane.
11. 11 . The computer-implemented method of claim 10 , further comprising: in a circumstance where queue issue count data is not retrieved for a particular queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, outputting a queue interface component associated with the particular queue identifier to the information technology service management user interface for rendering to the queue interface component pane.
12. 12 . The computer-implemented method of claim 10 , wherein retrieval of queue issue count data for each queue identifier of the plurality of queue identifiers is initiated during a corresponding queue query latency period.
13. 13 . The computer-implemented method of claim 12 , further comprising: in a circumstance where queue issue count data is not retrieved for a certain queue identifier prior to corresponding expiration of the queue query latency period: generating a fault queue interface component associated with the certain queue identifier; and outputting the fault queue interface component to the information technology service management user interface for rendering to the queue interface component pane.
14. 14 . The computer-implemented method of claim 13 , wherein the fault queue interface component comprises a queue performance warning engagement component.
15. 15 . The computer-implemented method of claim 14 , further comprising: in response to user engagement with the queue performance warning engagement component: generating a queue performance explanation interface component associated with the certain queue identifier; and outputting the queue performance explanation interface component for rendering to the information technology service management user interface.
16. 16 . The computer-implemented method of claim 15 , wherein the queue performance explanation interface component comprises a queue reload engagement component, further comprising: in response to user engagement with the queue reload engagement component: initiating retrieval of issue count data for the certain queue identifier from the issues data repository during a queue query latency period; in a circumstance where queue issue count data for the certain queue identifier is not retrieved prior to expiration of the queue query latency period, outputting the fault queue interface component to the information technology service management user interface for rendering to the queue interface component pane; and in a circumstance where the queue issue count data for the certain queue identifier is retrieved prior to expiration of the queue query latency period: generating an updated queue interface component based on the queue issue count data for the certain queue identifier; and outputting the updated queue interface component to the information technology service management user interface for rendering to the queue interface component pane.
17. 17 . The computer-implemented method of claim 15 , wherein the queue performance explanation interface component comprises a queue performance information engagement component.
18. 18 . The computer-implemented method of claim 10 , wherein retrieval of issue count data for the plurality of queue identifiers is initiated periodically at intervals equal to the aggregated queue latency period.
19. 19 . One or more non-transitory computer-readable media storing computer-executable instructions that, when executed by one or more processors, are configured to cause: accessing a user identifier and a team identifier associated with an information technology service management user interface; identifying a plurality of queue identifiers associated with the user identifier and the team identifier; initiating retrieval of queue issue count data for the plurality of queue identifiers from an issues data repository during an aggregated queue latency period; in a circumstance where queue issue count data is retrieved for a selected queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, generating an updated queue interface component based on the queue issue count data for the selected queue identifier; and outputting the updated queue interface component to the information technology service management user interface for rendering to a queue interface component pane.
20. 20 . The one or more non-transitory computer readable media storing computer-executable instructions of claim 19 that, when executed by the one or more processors, are further configured to cause: in a circumstance where queue issue count data is not retrieved for a particular queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, outputting a queue interface component associated with the particular queue identifier to the information technology service management user interface for rendering to the queue interface component pane.

Description

BACKGROUND Various methods, apparatuses, and systems provide tools allowing users to coordinate, plan, track, manage and/or otherwise monitor issues, tasks, alerts, requests, incidents, problems, changes, and reviews within a task management system. Applicant has identified a number of deficiencies and problems in existing task management systems including several associated with flawed graphic user interfaces and associated displays. Through applied effort, ingenuity, and innovation, many of these identified deficiencies and problems have been solved by developing solutions that are structured in accordance with the embodiment of the present disclosure, many examples of which are described in detail herein. BRIEF SUMMARY In general, embodiments of the present disclosure provided herein include improved methods, apparatuses, systems, and computer program products configured for updating and outputting an information technology service management user interface comprising a queue interface component pane. In accordance with one exemplary embodiment of the present disclosure, an apparatus is provided for updating and outputting an information technology service management user interface comprising a queue interface component pane, the apparatus including at least one processor, and at least one non-transitory memory including program code, the at least one non-transitory memory and the program code configured to, with the at least one processor, cause the apparatus to access a user identifier and a team identifier associated with the information technology service management user interface. In some embodiments, the program code is further configured to cause the apparatus, via the at least one processor, to identify a plurality of queue identifiers associated with the user identifier and the team identifier. In some embodiments, the program code is further configured to cause the apparatus, via the at least one processor, to initiate retrieval of queue issue count data for the plurality of queue identifiers from an issues data repository during an aggregated queue latency period. In some embodiments, in a circumstance where queue issue count data is retrieved for a selected queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, the program code is further configured to cause the apparatus, via the at least one processor, to generate an updated queue interface component based on the queue issue count data for the selected queue identifier. In some embodiments, the program code is further configured to cause the apparatus, via the at least one processor, to output the updated queue interface component to the information technology service management user interface for rendering to the queue interface component pane. In some embodiments, in a circumstance where queue issue count data is not retrieved for a particular queue identifier of the plurality of queue identifiers prior to expiration of the aggregated queue latency period, the program code is further configured to cause the apparatus, via the at least one processor, to output a queue interface component associated with the particular queue identifier to the information technology service management user interface for rendering to the queue interface component pane. In some embodiments, retrieval of queue issue count data for each queue identifier of the plurality of queue identifiers is initiated during a corresponding queue query latency period. In some embodiments, in a circumstance where queue issue count data is not retrieved for a certain queue identifier prior to expiration of the corresponding queue query latency period, the program code is further configured to cause the apparatus, via the at least one processor, to generate a fault queue interface component associated with the certain queue identifier. In some embodiments, the program code is further configured to cause the apparatus, via the at least one processor, to output the fault queue interface component to the information technology service management user interface for rendering to the queue interface component pane. In some embodiments, the fault queue interface component includes a queue performance warning engagement component. In some embodiments, in response to user engagement with the queue performance warning engagement component, the program code is further configured to cause the apparatus, via the at least one processor, to generate a queue performance explanation interface component associated with the certain queue identifier. In some embodiments, the program code is further configured to cause the apparatus, via the at least one processor, to output the queue performance explanation interface component for rendering to the information technology service management user interface. In some embodiments, where the queue performance explanation interface component includes a queue reload engagement component, in response