US 2025/0061464 A1Published application

Bridging End User Customer Support and Cloud Operator Customer Support

AssigneeOracle International Corporation

InventorsShankar Balassoubramanien, Ole Bore, Manik Gangopadhyay, Suining Liang, Sneha Modi, Milind Khairnar, Galina Ryjkov, Kasi Viswanath Vaddadi, Molly A Sullivan, Jet Wilda, Daniel M. Vogel, Jayesh Gangadharan, Monty Bucholz

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Abstract

Techniques for escalating a service ticket between two service providers include receiving an initial service ticket at an initial service provider for resolution of an issue from an affected entity that is affected by the issue. The initial service ticket comprises an access-restricted set of attributes of the affected entity. Based on the initial service ticket, the system generates an escalated service ticket at the initial service provider. The escalated service ticket identifies the issue and omits the access-restricted attributes. The system transmits the escalated service ticket to a higher-tiered service provider, which is not authorized to access the access-restricted set of attributes comprised in the initial service ticket. In response to transmitting the escalated service ticket, the system receives information corresponding to the resolution of the issue from the higher-tiered service provider and processes the initial service ticket based on the information corresponding to the resolution of the issue.

Claims20

Dependent claims

One or more non-transitory computer readable media comprising instructions which, when executed by one or more hardware processors, cause performance of operations comprising:

receiving an initial service ticket, at an initial service provider, for resolution of an issue identified by the initial service ticket, from an affected entity that is affected by the issue, wherein the initial service ticket comprises an access-restricted set of attributes of the affected entity, the access-restricted set of attributes including one or more attributes;
based on the initial service ticket, generating, at the initial service provider, an escalated service ticket that identifies the issue, wherein the escalated service ticket does not include the access-restricted set of attributes of the affected entity;
transmitting the escalated service ticket to a higher-tiered service provider, wherein a higher-tiered service provider is not authorized to access the access-restricted set of attributes comprised in the initial service ticket;
in response to transmitting the escalated service ticket:
receiving, from the higher-tiered service provider, information corresponding to the resolution of the issue;
and
processing the initial service ticket based on the information corresponding to the resolution of the issue.

4 more elements

A method, comprising:

receiving an initial service ticket, at an initial service provider, for resolution of an issue identified by the initial service ticket, from an affected entity that is affected by the issue, wherein the initial service ticket comprises an access-restricted set of attributes of the affected entity, the access-restricted set of attributes including one or more attributes;
based on the initial service ticket, generating, at the initial service provider, an escalated service ticket that identifies the issue, wherein the escalated service ticket does not include the access-restricted set of attributes of the affected entity;
transmitting the escalated service ticket to a higher-tiered service provider, wherein a higher-tiered service provider is not authorized to access the access-restricted set of attributes comprised in the initial service ticket;
in response to transmitting the escalated service ticket:
receiving, from the higher-tiered service provider, information corresponding to the resolution of the issue;
and
processing the initial service ticket based on the information corresponding to the resolution of the issue;
wherein the method is performed by at least one device comprising a hardware processor.

5 more elements

A system comprising:

at least one device including a hardware processor;
the system being configured to perform operations comprising:
receiving an initial service ticket, at an initial service provider, for resolution of an issue identified by the initial service ticket, from an affected entity that is affected by the issue, wherein the initial service ticket comprises an access-restricted set of attributes of the affected entity, the access-restricted set of attributes including one or more attributes;
based on the initial service ticket, generating, at the initial service provider, an escalated service ticket that identifies the issue, wherein the escalated service ticket does not include the access-restricted set of attributes of the affected entity;
transmitting the escalated service ticket to a higher-tiered service provider, wherein a higher-tiered service provider is not authorized to access the access-restricted set of attributes comprised in the initial service ticket;
in response to transmitting the escalated service ticket:
receiving, from the higher-tiered service provider, information corresponding to the resolution of the issue;
and
processing the initial service ticket based on the information corresponding to the resolution of the issue.

6 more elements

Dependencies are inferred from the claim text.