SCREENING ELECTRONIC SERVICE REQUESTS
First Claim
1. A method in a computer for submitting requests for assistance with solving a problem experienced by a user while using information technology, the method comprising:
- receiving from a user service request information identifying the problem experienced by the user, the service request information including area identifier corresponding to a system accessible by the user and sub-area identifier corresponding to a subsystem accessible by the user;
retrieving the area identifier from the received service request information;
retrieving the sub-area identifier from the received service request information;
searching a collection of system status and subsystem status information for a correspondence with the retrieved information, the correspondence indicating that the service request may be redundant;
where a correspondence indicating that the service request may be redundant is identified, providing to the user an alert message indicating the correspondence to the user and providing to the user an opportunity to cancel the service request; and
where no correspondence is found or where the request is not cancelled, sending the request to at least one member of a support staff responsible for addressing the request.
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Abstract
A facility for screening service requests for requesting assistance is described. The facility receives from a user a service request that requests assistance with solving a problem associated with a system accessible to the user and includes information related to the system. The facility searches a collection of system status information for at least one entry that corresponds with the received information related to the system. Where a corresponding entry is found, the facility provides to the user an indication of the correspondence and an opportunity to cancel the service request.
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Citations
1 Claim
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1. A method in a computer for submitting requests for assistance with solving a problem experienced by a user while using information technology, the method comprising:
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receiving from a user service request information identifying the problem experienced by the user, the service request information including area identifier corresponding to a system accessible by the user and sub-area identifier corresponding to a subsystem accessible by the user; retrieving the area identifier from the received service request information; retrieving the sub-area identifier from the received service request information; searching a collection of system status and subsystem status information for a correspondence with the retrieved information, the correspondence indicating that the service request may be redundant; where a correspondence indicating that the service request may be redundant is identified, providing to the user an alert message indicating the correspondence to the user and providing to the user an opportunity to cancel the service request; and where no correspondence is found or where the request is not cancelled, sending the request to at least one member of a support staff responsible for addressing the request.
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Specification