SERVICE DESK INTERFACE
First Claim
1. A computer-implemented method comprising:
- receiving notification of a system incident at a first help desk system, the incident indicating a problem with a system;
generating and maintaining an incident record for the system incident at the first help desk system, the incident record having incident data and a record identification (ID);
transmitting the incident data and the record ID from the first help desk system to a second help desk system where a corresponding record is maintained, the corresponding record including the incident data and the record ID;
assigning one of the help desk systems an exclusive status to process the system incident; and
closing the incident record at the first help desk system, irrespective of which help desk system is assigned the exclusive status to process the system incident, which automatically triggers closing of the corresponding record in the second help desk system.
2 Assignments
0 Petitions
Accused Products
Abstract
Notification of a system incident is received at a first help desk system. In response, an incident record is generated and maintained for the system incident. The incident record includes incident data and a record identification (ID). The incident data and record ID are transmitted from the first help desk system to a second help desk system where a corresponding record is maintained. One of the help desks is assigned an exclusive status to process the system incident. Regardless of which help system is assigned the exclusive status to process the system incident, the incident record is closed at the first help desk system, which automatically triggers closing of the corresponding record in the second help desk system.
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Citations
20 Claims
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1. A computer-implemented method comprising:
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receiving notification of a system incident at a first help desk system, the incident indicating a problem with a system; generating and maintaining an incident record for the system incident at the first help desk system, the incident record having incident data and a record identification (ID); transmitting the incident data and the record ID from the first help desk system to a second help desk system where a corresponding record is maintained, the corresponding record including the incident data and the record ID; assigning one of the help desk systems an exclusive status to process the system incident; and closing the incident record at the first help desk system, irrespective of which help desk system is assigned the exclusive status to process the system incident, which automatically triggers closing of the corresponding record in the second help desk system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An article of manufacture comprising a computer-readable medium having content stored thereon to provide instructions to result in an electronic device performing operations including:
- receiving notification of a system incident at a first help desk system, the incident indicating a problem with a system;
generating and maintaining an incident record for the system incident at the first help desk system, the incident record having incident data and a record identification (ID); transmitting the incident data and the record ID from the first help desk system to a second help desk system where a corresponding record is maintained, the corresponding record including the incident data and the record ID; assigning one of the help desk systems an exclusive status to process the system incident; and closing the incident record at the first help desk system, irrespective of which help desk system is assigned the exclusive status to process the system incident, which automatically triggers closing of the corresponding record in the second help desk system. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
- receiving notification of a system incident at a first help desk system, the incident indicating a problem with a system;
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17. A system, comprising:
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an interface to receive notification of a system incident, indicating a problem with a service; a first help desk coupled with the interface to generate and maintain an incident record for the received notification, the incident record having incident data and a record identification (ID); the interface to transmit the incident data and the record ID from the first help desk to a second help desk where a corresponding record is maintained, the corresponding record including the incident data and the record ID; the first help desk to assign one of the help desk systems an exclusive status to process the system incident; and the first help desk to close the incident record, irrespective of which help desk is assigned the exclusive status to process the system incident, which automatically triggers closing of the corresponding record in the second help desk. - View Dependent Claims (18, 19, 20)
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Specification