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Apparatus and method for monitoring progress of customer generated trouble tickets

  • US 20040210469A1
  • Filed: 05/12/2004
  • Published: 10/21/2004
  • Est. Priority Date: 03/31/1997
  • Status: Active Grant
First Claim
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1. A method of using a computer to evaluate pending trouble tickets, the method comprising:

  • evaluating each pending trouble ticket to determine whether a time duration exceeds a time threshold, the time duration comprising a length of time the pending trouble ticket has not been resolved;

    requesting an alert be sent to a recipient when the time duration of the pending trouble tickets exceeds the time threshold; and

    logging each alert sent along with corresponding alert information, wherein the time duration further comprises a plurality of time thresholds, each time threshold corresponding to an escalation level associated with at least one recipient.

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