US 11,636,092 B2Granted

General, flexible, resilent ticketing interface between a device management system and ticketing systems

AssigneeConnectWise, LLC

InventorsGregory Francis Buerk, Scott Logan

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Abstract

Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.

Claims16

Dependent claims

A system to synchronize tickets between different ticket systems, comprising:

a server communicatively coupled to a first ticket system and a second ticket system different from the first ticket system, the server executing computer-readable instructions causing the server to:
receive, via a ticketing interface from the first ticket system, first ticket information associated with a ticket of the first ticket system;
receive, via the ticketing interface from the second ticket system, second ticket information associated with a ticket of the second ticket system;
compare the first ticket information with the second ticket information;
update, responsive to the comparison of the first ticket information with the second ticket information, the first ticket information of the first ticket system to match the second ticket information of the second ticket system;
identify, based on the second ticket information, a ticket category of the ticket of the second ticket system;
select, responsive to the identified ticket category, a service board for the ticket of the first ticket system;
transmit to the second ticket system, instructions to update the second ticket information to match the first ticket information;
and
determine that a modification of an identifier of the ticket of the first ticket system is inconsistent with an identifier of the ticket of the second ticket system.

7 more elements

A method of synchronizing tickets between different ticket systems, comprising:

receiving, by one or more processors communicatively coupled to a first ticket system and a second ticket system different from the first ticket system, first ticket information associated with a ticket of the first ticket system;
comparing, by the one or more processors, the first ticket information with the second ticket information;
updating, by the one or more processors responsive to the comparison of the first ticket information with the second ticket information, the first ticket information of the first ticket system to match the second ticket information of the second ticket system;
identifying, by the one or more processors based on the second ticket information, a ticket category of the ticket of the second ticket system;
selecting, by the one or more processors responsive to the identified ticket category, a service board for the ticket of the first ticket system;
and
transmitting, by the one or more processors, to the second ticket system, instructions to update the second ticket information to match the first ticket information;
and
determining that a modification of an identifier of the ticket of the first ticket system is inconsistent with an identifier of the ticket of the second ticket system.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/239,886Filed 26 Apr 2021 · continuation
Priority: 12 Mar 2013
Published: US 2021/0240696 A15 Aug 2021
Granted: 25 Apr 2023
Term ends: Not estimatedThe source records don’t support an estimate.

Classification8 codes

G06F 16/2365
Updating: ensuring data consistency and integrity
G06F 16/178
Details of further file system functions: techniques for file synchronisation in file systems
G06F 16/25
Of structured data, e.g. relational data: integrating or interfacing systems involving database management systems
G06F 16/275
Replication, distribution or synchronisation of data between databases or within a distributed database system; Distributed database system…:…

Family

Application13/796,116Parent of this division · filed 12 Mar 2013
Application14/972,842Parent of this continuation · filed 17 Dec 2015
US 9,245,249 B2Parent of this division · filed 26 Jan 2016
Application15/948,184Parent of this continuation · filed 9 Apr 2018
US 9,940,349 B2Parent of this continuation · filed 10 Apr 2018
US 2021/0240696 A1Pre-grant publication · published 5 Aug 2021
US 10,990,582 B2Parent of this continuation
Application14/972,842Parent of this division
US 2014/0279878 A1Published application
US 2016/0179871 A1Published application
US 2019/0079966 A1Published application
US 11,636,092 B2This patent

From the US filing history. Foreign family members aren’t listed.