COMMUNICATION, PROCESSING, AND DISPLAY OF SERVICE DESK CRITICAL ISSUE DATA

• US 20120072229A1
• Filed: 09/21/2010
• Published: 03/22/2012
• Est. Priority Date: 09/21/2010
• Status: Abandoned Application

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: ZALDIVAR, Jack Carlos Jr., WAGSTER, Matthew Dale, TALLINI, Richard C.
• Application Number:
  US12/887,115
• Publication Number:
  US 20120072229A1
• Time in Patent Office: Days
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

An architecture for the processing and display of service desk critical issue data may include an issue tracking system, an issue tracking system database, a reporting client module, a monitoring module, and a messaging client module. The monitoring module may obtain data related to critical issues that are stored in the issue tracking system database, and display the data. The monitoring module may also send messages to users that are affected by critical issues based on the data received from the issue tracking system database. Users may receive and view messages sent by the monitoring module using the messaging client module. The reporting client module may also display data related to critical issues that are stored in the issue tracking system database.

Claims

1. A system for the processing and display of service desk issue data, the system comprising:

at least one communications interface configured to receive service desk issue data related to a service desk issue, wherein the service desk issue data includes one or more of;

an identifier of the service desk issue;

a time the service desk issue was reported;

or

a time that a next notification related to the service desk issue is expected to be sent;

at least one processor configured to determine whether the service desk issue is a critical issue or a non-critical issue based on the service desk issue data; and

a display device configured to display the service desk issue data in response to a determination by the at least one processor that the service desk issue is a critical issue.

2. The system of claim 1, wherein the service desk issue relates to an interruption in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

3. The system of claim 1, wherein the determining whether the service desk issue is a critical issue or a non-critical issue is based on one or more of:

a number of users affected by the service desk issue;

whether a workaround for the service desk issue is available;

whether a significant financial impact is associated with the service desk issue;

or

whether the service desk issue is related to a mission critical application.

4. The system of claim 1, wherein the service desk issue data further includes one or more of:

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

an identifier of a person who reported the service desk issue;

an identifier of a department or other organizational entity associated with the person who reported the service desk issue;

or

information that describes a last action on the service desk issue performed by a service desk analyst.

5. The system of claim 1, wherein:

the at least one processor is further configured to generate a message to be transmitted to a user affected by the service desk issue, wherein contents of the message are based on the service desk issue data; and

the at least one communications interface is further configured to transmit the message to the user affected by the service desk issue.

6. The system of claim 5, wherein the message is an email message, and wherein the at least one communications interface is configured to transmit the message to the user affected by the service desk issue via an email server.

7. The system of claim 5, wherein the message includes one or more of:

an identifier of the service desk issue;

a time the service desk issue was reported;

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

or

a time that a next notification related to the service desk issue is expected to be sent.

8. The system of claim 5, wherein:

the display device is further configured to display the contents of the message prior to transmitting the message to the user affected by the service desk issue; and

the at least one processor is further configured to receive an input from a user, wherein the input indicates that the message should be transmitted; and

the at least one communications interface is configured to transmit the message to the user affected by the service desk issue in response to the input from the user.

9. A method for the processing and display of service desk issue data, the method comprising:

at least one communications interface receiving service desk issue data related to a service desk issue, wherein the service desk issue data includes one or more of;

an identifier of the service desk issue;

a time the service desk issue was reported;

or

a time that a next notification related to the service desk issue is expected to be sent;

at least one processor determining whether the service desk issue is a critical issue or a non-critical issue based on the service desk issue data; and

displaying the service desk issue data on a display device in response to a determination by the at least one processor that the service desk issue is a critical issue.

10. The method of claim 9, wherein the service desk issue relates to an interruption in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

11. The method of claim 9, wherein the determining whether the service desk issue is a critical issue or a non-critical issue is based on one or more of:

a number of users affected by the service desk issue;

whether a workaround for the service desk issue is available;

whether a significant financial impact is associated with the service desk issue;

or

whether the service desk issue is related to a mission critical application.

12. The method of claim 9, wherein the service desk issue data further includes one or more of:

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

an identifier of a person who reported the service desk issue;

an identifier of a department or other organizational entity associated with the person who reported the service desk issue;

or

information that describes a last action on the service desk issue performed by a service desk analyst.

13. The method of claim 9, further comprising:

the at least one processor generating a message to be transmitted to a user affected by the service desk issue, wherein contents of the message are based on the service desk issue data; and

the at least one communications interface transmitting the message to the user affected by the service desk issue.

14. The method of claim 13, wherein the message is an email message, and wherein transmitting the message to the user affected by the service desk issue is performed via an email server.

15. The method of claim 13, wherein the message includes one or more of:

an identifier of the service desk issue;

a time the service desk issue was reported;

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

or

a time that a next notification related to the service desk issue is expected to be sent.

16. The method of claim 13, further comprising:

prior to transmitting the message to the user affected by the service desk issue, displaying the contents of the message on the display device; and

receiving an input from a user, wherein the input indicates that the message should be transmitted;

wherein transmitting the message to the user affected by the service desk issue is performed in response to the input from the user.

17. A computer-readable medium having processor-executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for the processing and display of service desk issue data, the method comprising:

receiving service desk issue data related to a service desk issue, wherein the service desk issue data includes one or more of;

an identifier of the service desk issue;

a time the service desk issue was reported;

or

a time that a next notification related to the service desk issue is expected to be sent;

determining whether the service desk issue is a critical issue or a non-critical issue based on the service desk issue data; and

displaying the service desk issue data on a display device in response to a determination by the at least one processor that the service desk issue is a critical issue.

18. The computer-readable medium of claim 17, wherein the service desk issue relates to an interruption in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

19. The computer-readable medium of claim 17, wherein the determining whether the service desk issue is a critical issue or a non-critical issue is based on one or more of:

a number of users affected by the service desk issue;

whether a workaround for the service desk issue is available;

whether a significant financial impact is associated with the service desk issue;

or

whether the service desk issue is related to a mission critical application.

20. The computer-readable medium of claim 17, wherein the service desk issue data further includes one or more of:

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

an identifier of a person who reported the service desk issue;

an identifier of a department or other organizational entity associated with the person who reported the service desk issue;

or

information that describes a last action on the service desk issue performed by a service desk analyst.

21. The computer-readable medium of claim 17, wherein the method further comprises:

generating a message to be transmitted to a user affected by the service desk issue, wherein contents of the message are based on the service desk issue data; and

transmitting the message to the user affected by the service desk issue.

22. The computer-readable medium of claim 21, wherein the message is an email message, and wherein transmitting the message to the user affected by the service desk issue is performed via an email server.

23. The computer-readable medium of claim 21, wherein the message includes one or more of:

an identifier of the service desk issue;

a time the service desk issue was reported;

a summary of the service desk issue;

an identifier of a service desk agent responsible for handling the service desk issue;

or

a time that a next notification related to the service desk issue is expected to be sent.

24. The computer-readable medium of claim 21, wherein the method further comprises:

prior to the transmitting the message to the user affected by the service desk issue, displaying the contents of the message on the display device; and

receiving an input from a user, wherein the input indicates that the message should be transmitted;

wherein transmitting the message to the user affected by the service desk issue is performed in response to the input from the user.