ROUTING TROUBLE TICKETS TO PROXY SUBJECT MATTER EXPERTS

摘要

A method, system, and/or computer program product handles trouble tickets in a service unit. Friend members of a social network group to which a proxy Subject Matter Expert (SME) belongs are identified. Areas of expertise, which include expertise in a particular subject, that are held by the friend members of the social network group are identified, and then associated with the proxy SME. A trouble ticket related to the particular subject is received, and a primary SME that personally has a level of expertise to handle the trouble ticket is identified. In response to the primary SME being unavailable, the trouble ticket is transmitted to the proxy SME for handling by one or more of the friend members from the social network group to which the proxy SME belongs.