METHOD AND APPARATUS FOR ASSOCIATING HELP DESK TICKET WITH AFFECTED DATA PROCESSING SYSTEM

• US 20090138510A1
• Filed: 11/28/2007
• Published: 05/28/2009
• Est. Priority Date: 11/28/2007
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Kumhyr, David Bruce, Watt, Stephen James, Childress, Rhonda L.
• Application Number:
  US11/946,717
• Publication Number:
  US 20090138510A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Computer implemented method, system and computer usable program code for servicing a problem with respect to a data processing system. A report of a problem with respect to a particular data processing system is received at a service facility. A help desk ticket is created for the received report that includes a description of the problem with respect to the particular data processing system. A ticket identifier is associated with the help desk ticket. The help desk ticket and the associated ticket identifier are stored in a database managed by the service facility, and the ticket identifier is also stored at the particular data processing system. The ticket identifier stored at the particular data processing system is accessed to identify the help desk ticket associated with the ticket identifier, and the help desk ticket identifies the problem with respect to the particular data processing system to enable servicing of the problem.

Claims

1. A computer implemented method for servicing a problem with respect to a data processing system, the computer implemented method comprising:

receiving, at a service facility, a report of a problem with respect to a particular data processing system;

creating a help desk ticket for the received report, wherein the help desk ticket includes a description of the problem with respect to the particular data processing system;

associating a ticket identifier with the help desk ticket;

storing the help desk ticket and the associated ticket identifier in a database managed by the service facility;

storing the ticket identifier at the particular data processing system; and

accessing the ticket identifier stored at the particular data processing system, wherein the accessed ticket identifier identifies the help desk ticket associated with the ticket identifier stored in the database, and the help desk ticket identifies the problem with respect to the particular data processing system to enable servicing of the problem.

2. The computer implemented method according to claim 1, further comprising:

receiving, at the service facility, another report of another problem with respect to the particular data processing system;

creating another help desk ticket for the another received report, wherein the another help desk ticket for the another received report includes an associated another ticket identifier;

storing the another ticket identifier for the another help desk ticket at the particular data processing system; and

accessing the another ticket identifier stored at the particular data processing system to identify the another problem reported with respect to the particular data processing system.

3. The computer implemented method according to claim 1, further comprising:

receiving, at the service facility, a further report of a further problem with respect to a different data processing system;

creating a further help desk ticket for the further report, wherein the further help desk ticket includes an associated further ticket identifier;

storing the further ticket identifier at the different data processing system; and

accessing the further ticket identifier stored at the different data processing system to identify the further problem reported with respect to the different data processing system.

4. The computer implemented method according to claim 1, wherein accessing the ticket identifier stored at the particular data processing system from the particular data processing system, comprises:

receiving a beacon of the ticket identifier sent by the particular data processing system.

5. The computer implemented method according to claim 4, wherein receiving a beacon of the ticket identifier sent by the particular data processing system, comprises one of receiving the beacon sent upon request or receiving the beacon sent at a predetermined interval.

6. The computer implemented method according to claim 1, and further comprising:

deleting the stored ticket identifier from the data processing system after the problem has been serviced.

7. The computer implemented method according to claim 1, wherein the ticket identifier comprises a ticket number.

8. A computer program product, comprising:

a computer usable medium having computer usable program code for servicing a problem with respect to a data processing system, the computer program product comprising;

responsive to receiving a report of a problem with respect to a particular data processing system at a service facility, computer usable program code configured for creating a help desk ticket for the received report, wherein the help desk ticket includes a description of the problem with respect to the particular data processing system;

computer usable program code configured for associating a ticket identifier with the help desk ticket;

computer usable program code configured for storing the help desk ticket and the associated ticket identifier in a database managed by the service facility;

computer usable program code configured for storing the ticket identifier at the particular data processing system; and

computer usable program code configured for accessing the ticket identifier stored at the particular data processing system, wherein the accessed ticket identifier identifies the help desk ticket associated with the ticket identifier stored in the database, and the help desk ticket identifies the problem with respect to the particular data processing system to enable servicing of the problem.

9. The computer program product according to claim 8, further comprising:

responsive to receiving, at the service facility, another report of another problem with respect to the particular data processing system, computer usable program code configured for creating another help desk ticket for the another received report, wherein the another help desk ticket for the another received report includes an associated another ticket identifier;

computer usable program code configured for storing the another ticket identifier for the another help desk ticket at the particular data processing system; and

computer usable program code configured for accessing the another ticket identifier stored at the particular data processing system to identify the another problem reported with respect to the particular data processing system.

10. The computer program product according to claim 8, further comprising:

responsive to receiving, at the service facility, a further report of a further problem with respect to a different data processing system, computer usable program code configured for creating a further help desk ticket for the further report, wherein the further help desk ticket includes an associated further ticket identifier;

computer usable program code configured for storing the further ticket identifier at the different data processing system; and

computer usable program code configured for accessing the further ticket identifier stored at the different data processing system to identify the further problem reported with respect to the different data processing system.

11. The computer program product according to claim 8, and further comprising:

computer usable program code configured for deleting the stored ticket identifier from the data processing system after the problem has been serviced.

12. A system for servicing a problem with respect to a data processing system, comprising:

a help desk ticket, the help desk ticket including a description of a problem reported to a service facility with respect to a particular data processing system;

a ticket identifier associated with the help desk ticket;

a database managed by the service facility for storing the help desk ticket and the associated ticket identifier;

a storage unit for storing the ticket identifier at the particular data processing system; and

an accessing mechanism for accessing the ticket identifier stored at the particular data processing system, wherein the accessed ticket identifier identifies the help desk ticket associated with the ticket identifier stored in the database, and the help desk ticket identifies the problem with respect to the particular data processing system to enable servicing of the problem.