Method and System for Smart Queuing of Test Requests

• US 20110153381A1
• Filed: 12/18/2009
• Published: 06/23/2011
• Est. Priority Date: 12/18/2009
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Kolmodin, Christian, Tolbert, Jason, Plattner, Timothy, Shah, Saryu, Mohesky, Glenn, Liu, Daqin, Liu, Jackson, Zinnikas, Michael, Mohapatra, Sanjeeta
• Application Number:
  US12/641,896
• Publication Number:
  US 20110153381A1
• Time in Patent Office: Days
• US Class Current: 705/7.22
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A system and method for receiving a service ticket, determining a likelihood of success of re-testing the service ticket and performing additional steps, if the likelihood of success is greater than a predetermined re-testing threshold. The additional steps including determining a waiting time of the service ticket, adding the service ticket to a service ticket queue containing a plurality of service tickets, the service ticket queue being sorted by a waiting time of each of the plurality of service tickets, initiating performance of the service ticket, after an expiration of the waiting time, removing the ticket from the queue, if the performance of the service ticket is successful and re-start the waiting time, if the performance of the service ticket is unsuccessful.

Claims

1. A computer readable storage medium storing a set of instructions executable by a processor, the set of instructions being operable to:

receive a service ticket;

determine a likelihood of success of re-testing the service ticket;

perform, if the likelihood of success is greater than a predetermined re-testing threshold, the steps of;

determine a waiting time of the service ticket;

add the service ticket to a service ticket queue containing a plurality of service tickets, the service ticket queue being sorted by a waiting time of each of the plurality of service tickets;

initiate performance of the service ticket, after an expiration of the waiting time;

remove the ticket from the queue, if the performance of the service ticket is successful; and

re-start the waiting time, if the performance of the service ticket is unsuccessful.

2. The computer readable storage medium of claim 1, wherein, if the likelihood of success is greater than the predetermined re-testing threshold, the instructions are further operable to:

remove the ticket from the queue, if a total time spent in the queue is greater than a predetermined expiration threshold.

3. The computer readable storage medium of claim 2, wherein the predetermined expiration threshold is 30 minutes.

4. The computer readable storage medium of claim 1, wherein the service ticket relates to a test of a component of a communications network.

5. The computer readable storage medium of claim 4, wherein the component is a customer circuit.

6. The computer readable storage medium of claim 1, wherein the instructions are further operable to:

determine if the service ticket corresponds to a higher-level ticket; and

perform, if the service ticket corresponds to the higher-level ticket, the steps of;

remove the service ticket from the queue; and

link the service ticket to the higher-level ticket.

7. The computer readable storage medium of claim 1, wherein the waiting time is determined based on a priority of the service ticket.

8. The computer readable storage medium of claim 1, wherein after the expiration of the waiting time and prior to performing the service ticket, the instructions are further operable to:

determine if an alarm corresponding to the service ticket has been cleared; and

remove the ticket from the queue, if the alarm has been cleared.

9. A system, including:

a memory; and

a processor configured to;

receive a service ticket;

determine a likelihood of success of re-testing the service ticket;

perform, if the likelihood of success is greater than a predetermined re-testing threshold, the steps of;

determine a waiting time of the service ticket;

add the service ticket to a service ticket queue containing a plurality of service tickets, the service ticket queue being sorted by a waiting time of each of the plurality of service tickets;

initiate performance of the service ticket, after an expiration of the waiting time;

remove the ticket from the queue, if the performance of the service ticket is successful; and

re-start the waiting time, if the performance of the service ticket is unsuccessful.

10. The system of claim 9, wherein, if the likelihood of success is greater than the predetermined re-testing threshold, the processor is further configured to:

remove the ticket from the queue, if a total time spent in the queue is greater than a predetermined expiration threshold.

11. The system of claim 10, wherein the predetermined expiration threshold is 30 minutes.

12. The system of claim 9, wherein the service ticket relates to a test of a component of a communications network.

13. The system of claim 12, wherein the component is a customer circuit.

14. The system of claim 9, wherein the processor is further configured:

determine if the service ticket corresponds to a higher-level ticket; and

perform, if the service ticket corresponds to the higher-level ticket, the steps of;

remove the service ticket from the queue; and

link the service ticket to the higher-level ticket.

15. The system of claim 9, wherein the waiting time is determined based on a priority of the service ticket.

16. The system of claim 9, wherein after the expiration of the waiting time and prior to performing the service ticket, the processor is further configured to:

determine if an alarm corresponding to the service ticket has been cleared; and

remove the ticket from the queue, if the alarm has been cleared.