Proactive service request management and measurement
First Claim
1. A method for managing a repair process for a fault between a proactive network repair system and customer service system using a repair ticketing system, the method comprising:
- detecting the fault in the proactive network repair system;
sending an indication of the fault to the repair ticketing system;
creating a repair ticket;
correlating one or more customers affected by the fault to the repair ticket; and
communicating the repair ticket and the one or more customers affected by the fault to customer service system before a call is received by the one or more customers affected by the fault.
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Accused Products
Abstract
A method for managing a repair process for a fault between a proactive network repair system and customer service system using a repair ticketing system is provided. The method includes detecting the fault in the proactive network repair system. Once detected, an indication of the fault is sent to the repair ticketing system and a repair ticket is created. The repair ticketing system then correlates one or more customers affected by the fault to the repair ticket and communicates the repair ticket and the one or more customers affected by the fault to customer service system before a call is received by the one or more customers affected by the fault.
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Citations
9 Claims
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1. A method for managing a repair process for a fault between a proactive network repair system and customer service system using a repair ticketing system, the method comprising:
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detecting the fault in the proactive network repair system;
sending an indication of the fault to the repair ticketing system;
creating a repair ticket;
correlating one or more customers affected by the fault to the repair ticket; and
communicating the repair ticket and the one or more customers affected by the fault to customer service system before a call is received by the one or more customers affected by the fault. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for managing a repair process for a fault between a fault management system, proactive repair system, performance management system, and customer service system using a repair ticketing system, the method comprising:
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detecting the fault in at least one of the fault management system, proactive repair system, and performance management system;
sending an indication of the fault to the repair ticketing system;
creating a repair ticket;
correlating a list of customers affected by the fault to the repair ticket;
communicating the repair ticket and the list of customers to the customer service system before a call is received by a customer in the list of customers; and
communicating the repair ticket to the fault management system, proactive repair system, and performance management system.
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Specification