System, method, and computer program product for supporting multiple service providers with a trouble ticket capability

• US 20020116484A1
• Filed: 02/16/2001
• Published: 08/22/2002
• Est. Priority Date: 02/16/2001
• Status: Abandoned Application

• Current Assignee: Gemini Networks, Inc.
• Original Assignee: Gemini Networks, Inc.
• Inventors: Podracky, Mark Alan
• Application Number:
  US09/784,069
• Publication Number:
  US 20020116484A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 41/042 comprising distributed management centres cooperatively managing the network
• CPC Class Codes: H04L 41/069 using logs of notifications; Post-processing of notifications
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 43/0811 by checking connectivity

Abstract

A trouble ticketing system, method, and computer program product for supporting multiple service providers, each of the service providers having end-users connected to a common high-speed network for broadband data transport services. A digital repository is populated with information regarding the service providers, the end-users and trouble ticket status information. A common interface is provided through which all of the service providers may concurrently generate trouble tickets and access ticket status information in the database. Trouble ticket status information is updated by the operator of the high-speed network to reflect a current status.

Claims

1. A trouble ticketing system for supporting multiple service providers, each having end-users connected to a common network, comprising:

a digital repository populated with

service provider entries including information about a first service provider of the multiple service providers and other information about a second service provider of the multiple service providers,

end-user entries including information about end-users of the first service provider and other information about end-users of the second service provider, each of the end-user entries being associated with at least one of the service provider entries, and

trouble ticket entries including trouble ticket information including trouble ticket status information, each of the trouble ticket entries being associated with at least one of an end-user entry and a service provider entry;

a processor; and

a computer readable medium encoded with processor readable instructions that when executed by the processor implement,

a common trouble ticket interface mechanism configured to provide a single user interface for the first service provider and the second service provider to access entries in the digital repository, the first service provider having access to trouble ticket entries associated with the first service provider and end-user entries associated with the first service provider and the second service provider having access to trouble ticket entries associated with the second service provider and end-user entries associated with the second service provider, and

a trouble ticket tracking mechanism configured to access and maintain trouble ticket entries in the digital repository.

2. The system of claim 1, wherein the common trouble ticket interface mechanism is further configured to provide secure access to the entries in the digital repository.

3. The system of claim 1, wherein the common trouble ticket interface mechanism comprises a web portal.

4. The system of claim 1, wherein the digital repository comprises a database.

5. The system of claim 1, wherein the common network comprises a network dedicated to broadband data transport services.

6. The system of claim 5, wherein the data transport services comprise at least one of Internet access, voice over IP, and video on demand.

7. The system of claim 1, wherein the common network comprises an open access network.

8. The system of claim 1, wherein at least a portion of the common network comprises an Internet protocol network.

9. The system of claim 1, wherein at least a portion of the common network is a hybrid fiber optic coaxial network.

10. The system of claim 1, wherein the at least one of the multiple service providers comprises an Internet service provider.

11. The system of claim 1, wherein at least a portion of the common network comprises a Data Over Cable Service Interface Specification network.

12. The system of claim 1, wherein at least a portion of the common network comprises a European Data Over Cable Service Interface Specification network.

14. The method of claim 13, further comprising the step of:

configuring the common trouble ticket interface mechanism to provide secure access to the entries in the digital repository.

15. The method of claim 13, further comprising the step of:

configuring the common trouble ticket interface mechanism as a web portal.

16. The method of claim 13, wherein the common network comprises a network dedicated to broadband data transport services.

17. The method of claim 16, wherein the data transport services include at least one of Internet access, voice over IP, and video on demand.

18. The method of claim 13, wherein the common network comprises an open access network.

19. The method of claim 13, wherein at least a portion of the common network comprises an Internet protocol network.

20. The method of claim 13, wherein at least a portion of the common network comprises a hybrid fiber optic coaxial network.

21. The method of claim 13, wherein at least one of the multiple service providers comprises an Internet service provider.

22. The method of claim 13, wherein at least a portion of the common network comprises a Data Over Cable Service Interface Specification network.

23. The method of claim 13, wherein at least a portion of the common network comprises a European Data Over Cable Service Interface Specification network.

26. The computer program product of claim 25, wherein the second computer code device is further configured to provide secure access to the information in the database.

27. The computer program product of claim 25, wherein the second computer code device comprises a web portal.

28. The computer program product of claim 25, wherein the common network comprises a network dedicated to broadband data transport services.

29. The computer program product of claim 28, wherein the data transport services comprise at least one of Internet access, voice over IP, and video on demand.

30. The computer program product of claim 25, wherein at least a portion of the common network comprises an open access network.

31. The computer program product of claim 25, wherein at least a portion of the common network comprises an Internet protocol network.

32. The computer program product of claim 25, wherein at least a portion of the common network comprises a hybrid fiber optic coaxial network.

33. The computer program product of claim 25, wherein at least one of the multiple service providers comprises an Internet service provider.

34. The computer program product of claim 25, wherein at least a portion of the common network comprises a Data Over Cable Service Interface Specification network.

35. The computer program product of claim 25, wherein at least a portion of the common network comprises a European Data Over Cable Service Interface Specification network.

37. The method of claim 36, wherein the step of querying comprises querying the database for all trouble tickets associated with the first service provider.

39. The method of claim 38, further comprising the step of:

notifying the first service provider that the first trouble ticket has been closed.

13. A trouble ticketing method for supporting multiple service providers, each having end-users connected to a common network, comprising:

populating a digital repository with

service provider entries including information about a first service provider of the multiple service providers and other information about a second service provider of the multiple service providers,

end-user entries including information about end-users of the first service provider and other information about end-users of the second service provider, each of the end-user entries being associated with at least one service provider entry, and

trouble ticket entries including trouble ticket information including trouble ticket status information, each of the trouble ticket entries being associated with at least one of an end-user entry and a service provider entry;

providing a single user interface for the first service provider and the second service provider to access entries in the digital repository via a common trouble ticket interface mechanism, the first service provider having access to trouble ticket entries associated with the first service provider and end-user entries associated with the first service provider and the second service provider having access to trouble ticket entries associated with the second service provider and end-user entries associated with the second service provider; and

accessing and maintaining trouble ticket entries in the digital repository.

24. A trouble ticketing system for supporting multiple service providers, each having end-users connected to a common network, comprising:

means for populating a digital repository with

service provider entries including information about a first service provider of the multiple service providers and other information about a second service provider of the multiple service providers,

end-user entries including information about end-users of the first service provider and other information about end-users of the second service provider, each of the end-user entries being associated with at least one service provider entry, and

trouble ticket entries including trouble ticket information including trouble ticket status information, each of the trouble ticket entries being associated with at least one of an end-user entry and a service provider entry;

means for the first service provider and the second service provider to access entries in the digital repository, the first service provider having access to trouble ticket entries associated with the first service provider or end-users of the first service provider and the second service provider having access to trouble ticket entries associated with the second service provider or end-users of the second service provider; and

means for accessing and maintaining trouble ticket entries in the digital repository.

25. A computer program product, comprising:

a computer storage medium; and

a computer program code mechanism embedded in the computer storage medium for causing a processor to provide a common trouble ticketing capability supporting multiple service providers, each having end-users connected to a common network, the computer program code mechanism having,

a first computer code device configured to maintain service provider information, end-user information, and trouble ticket status information in a database, the end-user information including an association between each end-user and at least one service provider, the trouble ticket status information including an association between each trouble ticket and at least one of an end-user and a service provider;

a second computer code device configured to provide a common trouble ticket user interface for a first service provider and a second service provider to access entries in the database, the first service provider having access to trouble ticket status information associated with at least one of the first service provider and end-users of the first service provider and the second service provider having access to trouble ticket status information associated with at least one of the second service provider and end-users of the second service provider; and

a third computer code device configured to maintain trouble ticket status information in the database.

36. A method for trouble shooting a common network supporting multiple service providers, each having end-users connected to the common network, comprising the steps of:

creating a first trouble ticket having a status of open indicating a problem with the common network;

storing the first trouble ticket in a database;

associating the first trouble ticket with a first service provider of the multiple service providers in the database;

creating a second trouble ticket having a status of open indicating another problem with the common network;

storing the second trouble ticket in the database;

associating the second trouble ticket with a second service provider of the multiple service providers in the database;

querying the database for all trouble tickets having a status of open; and

updating a status of the first trouble ticket to closed in the database.

38. A method for trouble shooting a common network supporting multiple service providers, each having end-users connected to the common network, comprising the steps of:

creating a first trouble ticket having a status of open indicating a first problem for a first impacted end-user;

storing the first trouble ticket in a database;

associating the first trouble ticket with a first service provider of the multiple service providers in the database;

creating a second trouble ticket having a status of open indicating a second problem for a second impacted end-user;

storing the second trouble ticket in the database;

associating the second trouble ticket with a second service provider of the multiple service providers in the database;

querying a database for the first trouble ticket having a status of open and indicating a problem for the first impacted end-user;

determining a location on the common network of the first impacted end-user;

determining a network path between a common data center and the first impacted end-user;

establishing communications between the common data center and the first impacted end-user;

acquiring device status information from the first impacted end-user by the common data center;

correcting the problem;

updating the first trouble ticket to have a status of closed in the database.