Centralized work distribution management

• US 20070299953A1
• Filed: 06/26/2006
• Published: 12/27/2007
• Est. Priority Date: 06/26/2006
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Walker, Jackie E., Harrell, Aaron D., Ammay, Felix, Hannon, David K., Britto, Jair T., Howell, Kathleen, Childs, Kathryn W., Lee, Jeffrey C., Meyer, Nathaniel, Morris, Joel Daniel
• Application Number:
  US11/474,839
• Publication Number:
  US 20070299953A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

Distribution of network maintenance tasks is managed in a centralized manner. Information associated with components of a communication network, such as status, malfunctions, technical specifications, and the like, is collected from various data sources and tickets for repair or maintenance tasks are made available to technicians in a centralized list. Tickets are categorized in the list, which may be filtered based on individual technicians'"'"' credentials. Tasks accepted by technicians are blocked until they are completed or returned to the system. Feedback associated with progress of task completion is received from the assigned technicians. Managers are enabled to monitor and modify assignment of tasks. Updated information relating to network status and/or maintenance operations may be provided to relevant databases.

Claims

1. A method to be executed at least in part in a computing device for centrally managing network maintenance work distribution, comprising:

receiving a plurality of tasks associated with the network maintenance;

receiving data associated with the plurality of tasks;

categorizing the plurality of tasks based on the data associated with the plurality of tasks;

making the categorized plurality of tasks available to a plurality of technicians;

blocking a task, once the task is selected by a technician of the plurality of technicians; and

receiving feedback associated with a performance of the task from the technician.

2. The method of claim 1, further comprising:

making the categorized plurality of tasks available to a manager for an operation including at least one from a set of;

adding a task, removing a task, modifying a task, assigning a task to a technician, and reassigning an already assigned task to another technician; and

executing the manager operation in response to receiving an operation selection from the manager.

3. The method of claim 1, wherein the data associated with the plurality of tasks include at least one from a set of:

network status information, malfunction information, location information, target identifier information, and technical specification information; and

wherein the data is received from a plurality of databases.

4. The method of claim 3, further comprising:

updating at least a portion of the data associated with the plurality of tasks; and

providing the updated data to at least one of the plurality of databases.

5. The method of claim 1, wherein categorizing the plurality of tasks includes at least one of:

grouping the tasks based on a type of malfunctioning network component and prioritizing the tasks based on one of;

a time of malfunction, a duration of malfunction, a location of the malfunctioning network component, available materials, and a skill set of available technicians.

6. The method of claim 1, wherein the feedback from the technician includes information associated with at least one from a set of:

a progress of task performance, a task performance start time, an estimated duration of task, an actual duration of task, and a used material list.

7. The method of claim 1, further comprising:

providing data to at least one of;

a performance evaluation application, an activity scheduling application, and an inventory management application, based on the feedback received from the technician.

8. The method of claim 1, further comprising:

filtering the categorized plurality of tasks before making them available to the plurality of technicians based on a credential of each technician.

9. The method of claim 2, wherein the categorized plurality of tasks is provided to the manager and the plurality of technicians by one of:

a user interface, an electronic mail, an instant message, a facsimile, downloadable data, a print-out, and a voicemail.

10. The method of claim 1, further comprising:

issuing an alert to the manager, if a predetermined condition is fulfilled, wherein the predetermined condition is defined by one of a system administrator and the manager.

11. A computer-readable medium having computer executable instructions for automated management of network maintenance work distribution, the instructions comprising:

receiving an open ticket list associated with the network maintenance;

receiving data associated with each of the tickets of the open ticket list from a plurality of databases;

categorizing the open ticket list based on the received data;

making the categorized open ticket list available to a pool of technicians, wherein the list is filtered based on each technician'"'"'s credentials before being made available;

making the categorized open ticket list available to a manager;

designating a ticket as assigned, once the ticket is selected by a technician of the pool of technicians or assigned to a technician by the manager; and

receiving feedback on a completion of tasks associated with the assigned ticket from the technician.

12. The computer-readable medium of claim 11, wherein the instructions further comprise:

translating the data associated with each of the tickets from the plurality of databases; and

storing the data in a central database.

14. A system for centrally managing work distribution, comprising:

a network maintenance management application arranged to;

receive an open ticket list associated with the network maintenance;

receive data associated with each of the tickets of the open ticket list from a plurality of databases;

categorize the open ticket list based on the received data;

designate a ticket as assigned, once the ticket is selected by a technician or assigned to a technician by a manager; and

a manager user interface (UI) module configured to;

provide the categorized open ticket list to the manager to select among operations including adding a ticket, removing a ticket, modifying a ticket, assigning a ticket to a technician, and reassigning an already assigned ticket to another technician; and

provide the manager'"'"'s selection to the network maintenance management application; and

a technician UI module configured to;

provide the categorized open ticket list to the technician, wherein the list is filtered based on a credential of the technician before being provided; and

provide the technician'"'"'s selection to the network maintenance management application.

13. The computer-readable medium of claim 16, wherein the instructions further comprise:

enabling the technician to create a new open ticket.

15. The system of claim 14, wherein the technician UI module is further arranged to provide a feedback from the technician to the network maintenance management application, the feedback including information associated with at least one from a set of:

a progress of task performance, a task performance start time, an estimated duration of task, an actual duration of task, and a used material list.

16. The system of claim 15, wherein the network maintenance management application is further arranged to provide updated data to at least one of the plurality of databases based on the feedback from the technician.

17. The system of claim 14, wherein the network maintenance management application is one of a web application, an executable program, and a distributed application.

18. The system of claim 14, wherein the technician UI module is further arranged to provide the technician information associated with the open ticket, once the open ticket is assigned to the technician.

19. The system of claim 14, wherein the credential of the technician includes at least one of a skill set of the technician and a permission level of the technician.

20. The system of claim 14, wherein the network maintenance management application is further arranged to receive data associated with each of the tickets from at least one of an application and a network server.