System and method for the translation of telecommunications trouble tickets

A computer system comprising:

• a storage system containing software and a database;
• and
• a processing system coupled to the storage system;
• wherein the processing system is instructed by the software to:
• receive a native telecommunications trouble ticket, which includes information concerning a problem that occurred for a user of a telecommunications system, from a first telecommunications trouble ticket system;
• translate the native telecommunications trouble ticket into a master telecommunications trouble ticket comprising additional data fields for other information in addition to the information from the native telecommunications trouble ticket;
• store first data, which includes at least some of the information from the native telecommunications trouble ticket, in the database;
• retrieve second data, which includes additional information related to the native telecommunications trouble ticket, from the database;
• merge at least some of the second data into the master telecommunications trouble ticket comprising populating the additional data fields with the additional information retrieved from the second data;
• translate the master telecommunications trouble ticket into a first enhanced telecommunications trouble ticket that includes the information from the native telecommunications trouble ticket and the additional information from the second data configured for use by the first telecommunications trouble ticket system;
• and
• send the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

A computer-readable medium having instructions stored thereon for operating a computer system, wherein the instructions, when executed by the computer system, direct the computer system to:

• receive a native telecommunications trouble ticket, which includes information concerning a problem that occurred for a user of a telecommunications system, from a first telecommunications trouble ticket system;
• translate the native telecommunications trouble ticket into a master telecommunications trouble ticket comprising additional data fields for other information in addition to the information from the native telecommunications trouble ticket;
• store first data, which includes at least some of the information from the native telecommunications trouble ticket, in a database;
• retrieve second data, which includes additional information related to the native telecommunications trouble ticket, from the database;
• merge at least some of the data retrieved from the database into the master telecommunications trouble ticket comprising populating the additional data fields with the additional information retrieved from the second data;
• translate the master telecommunications trouble ticket into a first enhanced telecommunications trouble ticket that includes the information from the native telecommunications trouble ticket and the additional information from the second data configured for use by the first telecommunications trouble ticket system;
• and
• send the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.