Systems and methods for collaborative federation of support

• US 20090043669A1
• Filed: 08/08/2007
• Published: 02/12/2009
• Est. Priority Date: 08/08/2007
• Status: Abandoned Application

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Mattox, John R., Hibbets, Jason S.
• Application Number:
  US11/882,955
• Publication Number:
  US 20090043669A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

An embodiment relates providing collaborative support for a service portal. The method includes providing a plurality of products on the service portal from a plurality of vendors, where each product is associated with a respective vendor. The method also includes receiving a set of selected products based on the plurality of products and determining a set of support resources for the set selection of products. The method further includes providing support through a single point of contact for the set of selected products from the service portal based on federation of service agents of the portals and the plurality of vendors.

Claims

1. A method of providing collaborative support for a service portal, the method comprising:

providing a plurality of products on the service portal from a plurality of vendors, each product associated with a respective vendor;

receiving a set of selected of products based on the plurality of products;

determining a set of support resources for the set of selection of products; and

providing support through a single point of contact for the set of selected products from the service portal based on federation of service agents of the portals and the plurality of vendors.

2. The method of claim 1, further comprising:

receiving a technical issue associated with a purchased product in the service portal; and

instantiating a ticket configured to track the technical issue in response the receipt of the issue in the service portal.

3. The method of claim 1, further comprising of assigning a service agent to the ticket.

4. The method of claim 2, further comprising:

determining a severity level for the technical issue; and

determining an entitlement status for the set of support resources.

5. The method of claim 4, further comprising attempting to resolve the technical issue with knowledge resources of the service portal in response to the entitlement status entitling the resolution of the technical issue by knowledge resources of the service portal.

6. The method of claim 4, further comprising notifying a sender of the issue an issue resolution message in response to the issue being resolved by the knowledge resources of the service portal.

7. The method of claim 4, further comprising escalating the severity level to the highest level in response to the issue not being resolved by the knowledge resources of the service portal and the entitlement status being allowed to escalate.

8. The method of claim 6, further comprising collaborating with the respective vendor of the purchased product to resolve the issue.

9. The method of claim 8, further comprising notifying a sender of the issue an issue resolution message in response to the issue being resolved.

10. A system for collaborative support for a service portal, the system comprising:

a web-ticketing system configured to manage technical issues, wherein a ticket being generated for each new technical issue received; and

a manager module configured to be coupled with the web-ticketing system and the knowledge library and is configured to execute a collaborative support team of service portal agents and vendor agents, wherein the manager module is configured provide a plurality of products on the service portal from a plurality of vendors, each product associated with a respective vendor, to receive a set of selected of products based on the plurality of products, to determine a set of support resources for the set of selection of products and to provide support through a single point of contact for the set of selected products from the service portal based on a federation of service agents of the service portal and the plurality of vendors.

11. The system of claim 10, wherein the manager module is configured to receive a technical issue associated with a purchased-product in the service portal and to instantiate a ticket configured to track the technical issue in response the receipt of the issue in the service portal.

12. The system of claim 10, wherein the manager module is further configured to assign a service agent from the service agents to the ticket.

13. The system of claim 12, wherein the manager module is further configured to determine a severity level for the technical issue and to determine an entitlement status for the set of support resources of the purchased products.

14. The system of claim 13, wherein the manager module is further configured to direct the service agent to resolve the technical issue with knowledge resources of the service portal in response to the entitlement status entitling the resolution of the technical issue by knowledge resources of the service portal within a predetermined amount of time.

15. The system of claim 14, wherein the manager module is further configured to notify a sender of the technical issue with an issue resolution message in response to the technical issue being resolved by the knowledge resources of the service portal.

16. The system of claim 14, wherein-the manager module is further configured to escalate the severity level to the highest level in response to the issue not being resolved by the knowledge resources of the service portal and the entitlement status being allowed to escalate.

17. The system of claim 16, wherein the manager module is configured to direct the agent to collaborate with the respective vendor of the purchased product to resolve the issue.

18. The system of claim 17, wherein the manager module is configured to notify a sender of the technical issue with an issue resolution message in response to the issue being resolved.