System and method of managing events on multiple problem ticketing system

• US 20070112947A1
• Filed: 11/15/2005
• Published: 05/17/2007
• Est. Priority Date: 11/15/2005
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Anderson, Eric, Childress, Rhonda, Riosa, James, Schlosser, Sandra, Becker, Kenneth
• Granted Patent: US 7,493,518 B2
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

The “Multiple Problem Ticket Creation Tool” (MPTCT) creates problem tickets on a network connected by an enterprise services bus having servers on the network with different problem ticketing systems. The MPTCT receives an original problem ticket, converts the original problem ticket to an XML or other format, determines which problem ticketing system is responsible for fixing the problem, determines which problem ticketing system are affected by the problem, creates an authoritative ticket on the responsible problem ticketing system, creates an informational ticket on every ticketing system affected by the problem, maps a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems, tracks callbacks from each problem ticketing system, updates each related problem ticket with the callback information, and closes each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

Claims

1. A computer implemented process for creating problem tickets on a network connected by an enterprise services bus, wherein servers on the network have different problem ticketing systems, the process comprising:

receiving an original problem ticket;

converting the original problem ticket to a standardized format;

determining which problem ticketing system is responsible for fixing the problem;

determining which problem ticketing system are affected by the problem;

creating an authoritative ticket on the responsible problem ticketing system;

creating an informational ticket on every ticketing system affected by the problem;

mapping a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems;

tracking callbacks from each problem ticketing system;

updating each related problem ticket with the callback information; and

closing each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

2. The computer implemented process of claim 1 wherein the standardized format is XML.

3. The computer implemented process of claim 1 wherein a look-up table is used to determine which problem ticketing system are responsible for fixing the problem and which problem ticketing systems are affected by the problem.

4. The computer implemented process of claim 1 wherein the original problem ticket is automatically created in response to an event.

5. The computer implemented process of claim 1 wherein the network connected by an Enterprise Service Bus comprises an On Demand Managed Environment.

6. The computer implemented process of claim 5 wherein the network connected by an Enterprise Service Bus further comprises a Partner'"'"'s Managed Environment.

7. The computer implemented process of claim 6 wherein the network connected by an Enterprise Service Bus further comprises a computer system responsible for system management of the network.

8. An apparatus for creating problem tickets on multiple problem ticketing systems, the apparatus comprising:

a processor;

a memory connected to the processor;

an original problem ticket stored in the memory; and

a multiple problem ticket creation tool computer program in the memory operable to convert the original problem ticket to a standardized format, determine which problem ticketing system is responsible for fixing the problem, determine which problem ticketing system are affected by the problem, create an authoritative ticket on the responsible problem ticketing system;

create an informational ticket on every ticketing system affected by the problem, map a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems, track callbacks from each problem ticketing system, update each related problem ticket with the callback information, and close each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

9. The apparatus of claim 8 wherein the standardized format used by the multiple problem ticket creation tool computer program is XML.

10. The apparatus of claim 8 wherein a look-up table is used to determine which problem ticketing system are responsible for fixing the problem and which problem ticketing systems are affected by the problem.

11. The apparatus of claim 8 wherein the original problem ticket is automatically created in response to an event.

12. The apparatus of claim 8 further comprising a computer network connected by an Enterprise Service Bus.

13. The apparatus of claim 12 further comprising an On Demand Managed Environment.

14. The apparatus of claim 13 further comprising a Partner'"'"'s Managed Environment.

15. The apparatus of claim 14 further comprising a processor responsible for system management of the network.

16. A computer readable memory containing instructions to cause a computer to create problem tickets on a network connected by an enterprise services bus, wherein servers on the network have different problem ticketing systems, the instructions comprising:

receive an original problem ticket;

convert the original problem ticket to a standardized format;

determine which problem ticketing system is responsible for fixing the problem;

determine which problem ticketing system are affected by the problem;

create an authoritative ticket on the responsible problem ticketing system;

create an informational ticket on every ticketing system affected by the problem;

map a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems;

track callbacks from each problem ticketing system;

update each related problem ticket with the callback information; and

close each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

17. The computer readable memory of claim 16 wherein the standardized format is XML.

18. The computer readable memory of claim 16 wherein a look-up table is used to determine which problem ticketing system are responsible for fixing the problem and which problem ticketing systems are affected by the problem.

19. The computer readable memory of claim 16 wherein the original problem ticket is automatically created in response to an event.

20. The computer readable memory of claim 21 wherein the network is connected by an Enterprise Service Bus and further comprises a computer system responsible for system management of the network.