System, method and computer program product for control of a service request

• US 20060053478A1
• Filed: 09/08/2004
• Published: 03/09/2006
• Est. Priority Date: 09/08/2004
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Wilding, Mark Francis, Horman, Randall William
• Application Number:
  US10/937,842
• Publication Number:
  US 20060053478A1
• Time in Patent Office: Days
• US Class Current: 726/1
• CPC Class Codes: G06F 21/604 Tools and structures for managing or administering access control systems
• CPC Class Codes: H04L 63/102 Entity profiles

Abstract

Disclosed is a data processing system, a data processing system implemented method and an article of manufacture for controlling, based on a policy, a service request containing an action to be executed on a product to be serviced. The data processing system includes a service module for receiving the service request, a policy manager for applying the policy to determine whether the service request is one of accepted and rejected, and a product interface for executing, on the product, the action contained in the accepted service request.

Claims

1. A data processing system for controlling, based on a policy, a service request containing an action to be executed on a product to be serviced, the data processing system comprising:

a service module for receiving the service request;

a policy manager for applying the policy to determine whether the service request is one of accepted and rejected; and

a product interface for executing, on the product, the action contained in the accepted service request.

2. The data processing system of claim 1, wherein the policy comprising a plurality of rules each one specifying criteria used by the policy manager in determining the service request to be one of accepted and rejected.

3. The data processing system of claim 1, further comprising a service gateway for creating and sending the service request based on interaction with a service provider agent.

4. The data processing system of claim 1, further comprising a user interface for creating, in conjunction with the policy manager, the policy based on interaction with a customer associated with the product.

5. The data processing system of claim 3, further comprising a first and a second session manager, associated with the service module and the service gateway respectively, for establishing and administering a service session for the product in which the service request is sent and received.

6. The data processing system of claim 1, further comprising a notification module for notifying a customer associated with the product of the result of the determination of the service request to be one of accepted and rejected.

7. The data processing system of claim 6, the notification module further for allowing the customer to change the determination of the service request from rejected to accepted.

8. The data processing system of claim 3, further comprising a first and a second chat and messaging module for exchanging messages between a customer associated with the product and the service provider agent, respectively.

9. The data processing system of claim 1, further comprising a logging module for logging characterizations associated with the service request and the result of the determination of the service request to be one of accepted and rejected.

10. A data processing system implemented method for controlling, based on a policy, a service request containing an action to be executed on a product to be serviced, the data processing implemented method comprising:

receiving the service request;

applying the policy to determine whether the service request is one of accepted and rejected; and

executing, on the product, the action contained in the accepted service request.

11. The data processing system implemented method of claim 10, wherein the policy comprising a plurality of rules each one specifying criteria used in determining the service request to be one of accepted and rejected.

12. The data processing system implemented method of claim 10, further comprising creating and sending the service request based on interaction with a service provider agent.

13. The data processing system implemented method of claim 10, further comprising creating the policy based on interaction with a customer associated with the product.

14. The data processing system implemented method of claim 12, further comprising establishing and administering a service session for the product in which the service request is sent and received.

15. The data processing system implemented method of claim 10, further comprising notifying a customer associated with the product the result of the determination of the service request to be one of accepted and rejected.

16. The data processing system implemented method of claim 15, further comprising allowing the customer to change the determination of the service request from rejected to accepted.

17. The data processing system implemented method of claim 12, further comprising exchanging messages between a customer associated with the product and the service provider agent.

18. The data processing system implemented method of claim 10, further comprising logging characterizations associated with the service request and the result of the determination of the service request to be one of accepted and rejected.

19. An article of manufacture for controlling, based on a policy, a service request containing an action to be executed on a product to be serviced, the article of manufacture comprising:

data processing system usable medium tangibly embodying data processing executable code, the data processing executable code comprising;

data processing executable code receiving the service request;

data processing executable code applying the policy to determine whether the service request is one of accepted and rejected; and

data processing executable code executing, on the product, the action contained in the accepted service request.

20. The article of manufacture of claim 19, wherein the policy comprising a plurality of rules each one specifying criteria used in determining the service request to be one of accepted and rejected.

21. The article of manufacture of claim 19, further comprising data processing executable code for creating and sending the service request based on interaction with a service provider agent.

22. The article of manufacture of claim 19, further comprising data processing executable code for creating the policy based on interaction with a customer associated with the product.

23. The article of manufacture of claim 21, further data processing executable code for establishing and administering a service session for the product in which the service request is sent and received.

24. The article of manufacture of claim 19, further comprising data processing executable code for notifying a customer associated with the product the result of the determination of the service request to be one of accepted and rejected.

25. The article of manufacture of claim 24, further comprising data processing executable code for allowing the customer to change the determination of the service request from rejected to accepted.

26. The article of manufacture of claim 21, further comprising data processing executable code for exchanging messages between a customer associated with the product and the service provider agent.

27. The article of manufacture of claim 19, further comprising data processing executable code for logging characterizations associated with the service request and the result of the determination of the service request to be one of accepted and rejected.