METHOD AND SYSTEM FOR PROVIDING AUTOMATED TROUBLE TICKET STATUS NOTIFICATIONS

• US 20110066559A1
• Filed: 09/15/2009
• Published: 03/17/2011
• Est. Priority Date: 09/15/2009
• Status: Abandoned Application

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Scherer, Robert, White, Chris, Pedersen, Evan, Whitsett, Duane
• Application Number:
  US12/560,124
• Publication Number:
  US 20110066559A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

An approach for automatically generating a status update for events on a trouble ticket is provided. Events on the trouble ticket monitored and a determination is made whether an event triggers a predetermined status update criteria. A status update is generated upon triggering of the predetermined status update criteria.

Claims

1. A method comprising:

monitoring for events on a trouble ticket;

determining whether an event triggers a predetermined status update criteria; and

automatically generating a status update upon triggering of the predetermined status update criteria.

2. The method according to claim 1, further comprising transmitting the status update to a customer upon generation of the status update.

3. The method according to claim 2, wherein the status update is transmitted via telephone, electronic mail, pager, and/or short message service.

4. The method according to claim 1, further comprising posting the status update on a web portal upon generation of the status update for retrieval by a customer.

5. The method according to claim 1, further comprising compiling a historical log of events on the trouble ticket that is accessible by the customer.

6. The method according to claim 1, further comprising receiving notification preferences from a customer, and providing the status update to the customer based upon the notification preferences.

7. The method according to claim 1, further comprising receiving updating information from a customer in response to the status update, and updating the trouble ticket based on the updating information.

8. An apparatus comprising:

a rules module configured to determine whether an event that occurred on a trouble ticket triggers a predetermined status update criteria; and

a notification module configured to automatically generate a status update upon triggering of the predetermined status update criteria.

9. The apparatus according to claim 8, further comprising a monitoring system configured to monitor for occurrence of the events on a trouble ticket.

10. The apparatus according to claim 8, wherein said notification module is configured to transmit the status update to a customer upon generation of the status update.

11. The apparatus according to claim 10, wherein said notification module is configured to transmit the status update via telephone, electronic mail, pager, and/or short message service.

12. The apparatus according to claim 8, wherein said notification module is configured to post the status update on a web portal upon generation of the status update for retrieval by a customer.

13. The apparatus according to claim 8, wherein said notification module is configured to compile a historical log of events on the trouble ticket that is accessible by the customer.

14. The apparatus according to claim 8, further comprising a customer preferences database configured to store notification preferences from a customer, wherein said notification module is configured to provide the status update to the customer based upon the notification preferences.

15. A system comprising:

a monitoring system configured to monitor for occurrence of the events on a trouble ticket;

a rules module configured to determine whether the event triggers a predetermined status update criteria; and

a notification module configured to automatically generate a status update upon triggering of the predetermined status update criteria,

wherein said notification module is configured to provide the status update to a customer upon generation of the status update.

16. The system according to claim 15, wherein said notification module is configured to transmit the status update via telephone, electronic mail, pager, and/or short message service to the customer.

17. The system according to claim 15, wherein said notification module is configured to post the status update on a web portal upon generation of the status update for retrieval by the customer.

18. The system according to claim 15, wherein said notification module is configured to compile a historical log of events on the trouble ticket that is accessible by the customer.

19. The system according to claim 15, further comprising a customer preferences database configured to store notification preferences from the customer, wherein said notification module is configured to provide the status update to the customer based upon the notification preferences.

20. The system according to claim 15, further comprising a trouble ticket system configured to issue and manage the trouble ticket, wherein the trouble ticket system is configured to receive updating information from the customer in response to the status update, and wherein the trouble ticket system is configured to update the trouble ticket based on the updating information.