US 8,818,833 B2Granted

Method and system for managing service requests across multiple systems

AssigneeInternational Business Machines Corporation

InventorsAlexander Druyan, Donald A. James, Ching Yu Conrad Lo, Arsalan K. Lodhi, Fabian F. Morgan, Sandra Juni Schlosser

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Abstract

This present invention provides an efficient method and system to manage service requests across multiple service request systems. This management method involves merging all service requests from multiple systems into standard system, sorting the request according to some standard and presenting a display list of all of the requests having a common characteristic to a technician or requester. Service requests are gathered from many different backend-ticketing systems and presented to the technicians in a single logical view. Service requests gathered from each backend ticketing system are packaged in an XML document format. The efficient use of a common XML format is an efficient way to manage all service requests from all backend-ticketing systems. These service requests can be sorted by ticket open or close date/time, status, severity of problem, etc. in ascending or descending order and be presented to the technicians in a single logical view. These requests are presented in a display as a single logical view of service requests from different backend systems.

Claims22

Dependent claims

A method for displaying a list of service requests from multiple service request systems on a single display, said method comprising:

a computer processor receiving a service inquiry from a browser to which a technician is interfaced at a computer comprising the browser, said computer processor being comprised by a gateway manager, said service inquiry requesting a list of services assigned to the technician for being performed by the technician;
in response to said receiving the service inquiry, said processor formulating and sending a service request status message to a plurality of service ticketing systems, said service request status message requesting service tickets specifying the services assigned to the technician;
after said sending the service request status message, said processor receiving the service tickets from the service ticketing systems, each service ticket specifying a different service of the services assigned to the technician;
said processor merging the received service tickets into a response list of tickets;
said processor sorting the tickets in the response list by sort parameters to generate multiple sorted ticket request lists;
and
said processor storing the multiple sorted ticket request lists in a cache memory at the gateway manager for subsequent display to the technician of a sorted ticket request list of the multiple sorted ticket request lists, wherein the multiple sorted ticket request lists are concurrently stored in the cache memory.

4 more elements

A computer program product, comprising a computer readable storage medium having a computer readable instructions stored therein, said instructions configured to be executed by a computer processor of a gateway manager to implement a method for displaying a list of service requests from multiple service request systems on a single display, said method comprising:

receiving a service inquiry from a browser to which a technician is interfaced at a computer comprising the browser, said service inquiry requesting a list of services assigned to the technician for being performed by the technician;
in response to said receiving the service inquiry, formulating and sending a service request status message to a plurality of service ticketing systems, said service request status message requesting service tickets specifying the services assigned to the technician;
after said sending the service request status message, receiving the service tickets from the service ticketing systems, each service ticket specifying a different service of the services assigned to the technician;
merging the received service tickets into a response list of tickets;
sorting the tickets in the response list by sort parameters to generate multiple sorted ticket request lists;
and
storing the multiple sorted ticket request lists in a cache memory at the gateway manager for subsequent display to the technician of a sorted ticket request list of the multiple sorted ticket request lists, wherein the multiple sorted ticket request lists are concurrently stored in the cache memory.

4 more elements

Dependencies are inferred from the claim text.

Facts

Application: 10/076,362Filed 14 Feb 2002
Published: US 2003/0154118 A114 Aug 2003
Granted: 26 Aug 2014
Term ends: Not estimatedThe source records don’t support an estimate.

Classification4 codes

G06Q 30/02
Commerce: marketing; Price estimation or determination; Fundraising
G06Q 10/06311
Resource planning, allocation, distributing or scheduling for enterprises or organisations: scheduling, planning or task assignment for a person…
G06Q 10/06315
Resource planning, allocation, distributing or scheduling for enterprises or organisations: needs-based resource requirements planning or analysis
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial