ServiceNow, Inc.
EFFICIENT USER AUTHENTICATION AND CORRELATION OF USER-RELATED RECORDS IN AN INFORMATION TECHNOLOGY SYSTEM

Abstract:

A computing system includes persistent storage containing data structures storing a plurality of records of contacts and an interaction management application configured to perform operations. The operations include receiving, from a contact and before starting an interaction related to a technical problem, a plurality of data identifying the contact. An interaction entry that includes input fields to identify the contact and the technical problem and represents the interaction is generated. A record of the contact is retrieved from the data structures based on the plurality of data and an identity of the contact is authenticated based on the plurality of data matching the record. Based on authenticating the identity of the contact, the input fields of the interaction entry are populated with corresponding information from the retrieved record, an indication is provided on the interaction entry that the identity of the contact has been authenticated, and the interaction is started.