Claims:WE CLAIM
1. A method for dynamically managing access to one or more devices for resolution of an incident ticket associated with the one or more devices, the method comprising:
identifying, by an access management system, an incident ticket type by analyzing data associated with the incident ticket;
determining, by the access management system, one or more access parameters based on the incident ticket type, wherein the one or more access parameters comprises at least one of a device type, an application software run on a device, a system software run on a device, a security privilege to access the device, and time duration to access the device; and
providing, by the access management system, the access to the one or more devices based on the one or more access parameters for the resolution of the incident ticket.
2. The method of claim 1, further comprising:
determining status of the incident ticket by monitoring action logs associated with the one or more devices;
dynamically modifying the one or more access parameters based on the status of the incident ticket; and
providing the access to the one or more devices based on the one or more modified access parameters.
3. The method of claim 2, wherein the dynamically modifying the one or more access parameters comprises modifying the time duration to access the device when the status of the incident ticket is active.
4. The method of claim 2, wherein the dynamically modifying the one or more access parameters comprises extending the security privilege to access the device when the status of the incident ticket is active.
5. The method of claim 2, wherein the dynamically modifying the one or more access parameters comprises revoking the security privilege to access the device when the status of the incident ticket is closed.
6. The method of claim 1, wherein the access to the one or more devices is provided to an agent assigned for the resolution of the incident ticket.
7. The method of claim 6, wherein the agent assigned for the resolution of the incident ticket is identified based on at least one of an agent performance score, availability of the agent, and the incident ticket type.
8. An access management system for dynamically managing access to one or more devices for resolution of an incident ticket associated with the one or more devices, the access management system comprising:
a processor; and
a memory communicatively coupled to the processor, wherein the memory stores processor instructions, which, on execution, causes the processor to:
identify an incident ticket type by analyzing data associated with the incident ticket;
determine one or more access parameters based on the incident ticket type, wherein the one or more access parameters comprises at least one of a device type, an application software run on a device, a system software run on a device, a security privilege to access the device, and time duration to access the device; and
provide the access to the one or more devices based on the one or more access parameters for the resolution of the incident ticket.
9. The access management system of claim 8, wherein the processor further
determines status of the incident ticket by monitoring action logs associated with the one or more devices;
dynamically modifies the one or more access parameters based on the status of the incident ticket; and
provides the access to the one or more devices based on the one or more modified access parameters.
10. The access management system of claim 9, wherein the processor is caused to modify the time duration to access the device when the status of the incident ticket is active to dynamically modify the one or more access parameters.
11. The access management system of claim 9, wherein the processor is caused to extend the security privilege to access the device when the status of the incident ticket is active to dynamically modify the one or more access parameters.
12. The access management system of claim 9, wherein the processor is caused to revoke the security privilege to access the device when the status of the incident ticket is closed to dynamically modify the one or more access parameters.
13. The access management system of claim 8, wherein the access to the one or more devices is provided to an agent assigned for the resolution of the incident ticket.
14. The access management system of claim 13, wherein the agent assigned for the resolution of the incident ticket is identified based on at least one of an agent performance score, availability of the agent, and the incident ticket type.

Dated this 11th day of March, 2016

Swetha SN
Of K&S Partners
Agent for the Applicant

Description:TECHNICAL FIELD
This disclosure relates generally to incident management, and more particularly to methods and systems for dynamically managing access to devices for resolution of an incident ticket.