Web based sevice request and approval system

• US 20030139962A1
• Filed: 01/23/2002
• Published: 07/24/2003
• Est. Priority Date: 01/23/2002
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Shah, Sachin G., Nobrega, Francis H.
• Application Number:
  US10/055,400
• Publication Number:
  US 20030139962A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The specification discloses a system and related method for automating entry and approval of service requests in a help-desk software environment. More particularly, services are selected by a requester from a series of predefined service category items in an online shopping cart format. When selected, each service item requiring approval initiates an electronic message to the one or more persons responsible for approving or denying the service request. The service requests are approved or denied by way of a web-based interface, and if approved, the service requests are then created as cases in the help-desk software.

Claims

1. A method of entering service requests in a help-desk software system, the method comprising:

using a web browser to select a service request from a set of predefined service requests; and

creating a case for the service request in the help-desk software system.

2. The method of entering service requests in a help-desk software system as defined in claim 1 further comprising, before the creating a case step, seeking an approval for the service request by way of a web based approval system.

3. The method of entering service requests in a help-desk software system as defined in claim 2 wherein seeking an approval for the service request by way of a web based approval system further comprises:

sending electronic mail to a person responsible for approval of the service request, the electronic mail comprising a link to a web based approval system;

selecting one of approval or denial of the request from the web based approval system; and

creating a case for the service request in the help-desk software system only if the service request is approved.

4. The method of entering service requests in a help-desk software system as defined in claim 1 wherein using a web browser to select a service request from a set of predefined service requests further comprises selecting the service request from the set of predefined service requests using an online shopping cart system.

5. A computer system for entry of a service request into a help-desk software program, the computer system having software components comprising:

a web based user interface component, and wherein the web based user interface component allows a user to select the service request from a list of predefined service requests;

an approval component in data communication with the user interface component, the approval component seeks approval for the service request if required;

a help-desk software program that tracks service requests; and

a help-desk interface component in data communication with the approval component and the help-desk software program, the help-desk interface component creates cases in the help-desk software program.

6. The computer system as defined in claim 5 wherein the web based user interface component is further adapted to allow a user to interactively select and hold service requests from a list of predefined service requests for prospective submission.

7. The computer system as defined in claim 5 wherein the approval component is further adapted to seek approval for the service request electronically.

8. The computer system as defined in claim 5 wherein the help-desk software program further comprises a Clarify eFront Office software program produced by Amdocs Ltd.

9. In a help-desk software environment for tracking service requests, a method of entering a service request comprising:

accessing a predefined list of available services by way of an internet browser program;

choosing a first service request from the predefined service list of available services;

choosing a second service request from the predefined service list of available services; and

creating a case for each of the first and second service requests in the help-desk software.

10. The method of entering a service request as defined in claim 9 further comprising, before the creating a case step, seeking an approval of at least one of the first and second service requests by way of a web based approval system.

11. The method of entering a service request as defined in claim 10 wherein seeking an approval of at least one of the first and second service requests by way of a web based approval system further comprises:

sending electronic mail to a person responsible for approval of the first service request, the electronic mail comprising a link to the web based approval system; and

selecting one of approval or denial of the first request from the web based approval system.

12. The method of entering a service request as defined in claim 11 wherein creating a case for each of the first and second service requests further comprises creating a case for the first service request in the help-desk software system only if the first service request is approved in the selecting step.

13. The method of entering a service request as defined in claim 12 wherein seeking an approval at least one of the first and second service requests by way of a web based approval system further comprises:

sending electronic mail to a person responsible for approval of the second service request, the electronic mail comprising a link to the web based approval system; and

selecting one of approval or denial of the second request from the web based approval system.

14. The method of entering a service request as defined in claim 13 wherein creating a case for each of the first and second service requests further comprises creating a case for the second service request in the help-desk software system only if the second service request is approved in the selecting step.

15. The method of entering a service request as defined in claim 9 wherein the accessing a predefined list of available services, choosing a first service request and choosing a second service request further comprises:

viewing at least a portion of the predefined list of available services;

interactively selecting and holding the first and second service requests in an online shopping cart; and

thereafter

submitting the selected first and second service requests.

16. A method of entering computer related service requests in a help-desk software case tracking system comprising:

selecting a computer related service request from a list of available service requests, the selecting in an online shopping cart format;

seeking approval for the computer related service request electronically; and

creating a tracking entry in the help-desk software for the selected computer related service if the computer related service is approved.

17. The method of entering computer related service requests in a help-desk software case tracking system as defined in claim 16 wherein seeking approval for the computer related service request electronically further comprises:

notifying a person responsible for approval of the computer related service request that an approval is required by an electronic mail message; and

selecting one of approval or denial of the computer related service request by way of a web based interface.

18. The method of entering computer related service requests in a help-desk software case tracking system as defined in claim 16 wherein creating a tracking entry in the help-desk software for the selected computer related service if the computer related service is approved further comprises creating the tracking entry without human assistance.