Integrating Action Requests from a Plurality of Spoke Systems at a Hub System
First Claim
1. A method of operating a central computer system to provide support for one or more enterprise infrastructure technology (IT) environments, the method comprising:
- receiving, at a central computer system, a first sub-ticket from a first remote system, the first sub-ticket comprising a portion, less than all, of attributes associated with a first trouble ticket at the first remote system;
receiving, at the central computer system, a second sub-ticket from a second remote system, the second sub-ticket comprising a portion, less than all, of attributes associated with a second trouble ticket at the second remote system;
integrating, by the central computer system, information from the first sub-ticket and the second sub-ticket to form a consolidated information set;
prioritizing between the first sub-ticket and the second sub-ticket;
providing an indication of prioritized consolidated information regarding sub-tickets to a user of the central computer system;
receiving an indication from the user selecting either the first sub-ticket or the second sub-ticket for attention from the user; and
providing an indication to initiate a session to the first or second remote system based upon which system originated the selected sub-ticket.
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Accused Products
Abstract
Disclosed are methods and systems to automatically integrate work requests from multiple Spoke systems at a centralized Hub system. In one embodiment, a Hub system receives a portion of a work request from a problem tracking system executing in the region (e.g., geographic area or network subnet) of an associated Spoke system. The request comprises enough information for the Hub system to prioritize this work request against other work requests already received from this same Spoke system, other Spoke systems in the same region, or even other Spoke systems from other regions. A Hub user can then be presented with an integrated work queue of requests to service after they have been properly prioritized. The Hub user may be supporting multiple clients in an outsourcing style Information Technology (IT) support model or a call center model. Supported clients can execute on different data center platforms, at the same time.
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Citations
27 Claims
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1. A method of operating a central computer system to provide support for one or more enterprise infrastructure technology (IT) environments, the method comprising:
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receiving, at a central computer system, a first sub-ticket from a first remote system, the first sub-ticket comprising a portion, less than all, of attributes associated with a first trouble ticket at the first remote system; receiving, at the central computer system, a second sub-ticket from a second remote system, the second sub-ticket comprising a portion, less than all, of attributes associated with a second trouble ticket at the second remote system; integrating, by the central computer system, information from the first sub-ticket and the second sub-ticket to form a consolidated information set; prioritizing between the first sub-ticket and the second sub-ticket; providing an indication of prioritized consolidated information regarding sub-tickets to a user of the central computer system; receiving an indication from the user selecting either the first sub-ticket or the second sub-ticket for attention from the user; and providing an indication to initiate a session to the first or second remote system based upon which system originated the selected sub-ticket. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A non-transitory computer readable medium comprising computer readable instructions stored thereon to cause a processing device of a central computer system to:
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receive a first sub-ticket from a first remote system, the first sub-ticket comprising a portion, less than all, of attributes associated with a first trouble ticket at the first remote system; receive a second sub-ticket from a second remote system, the second sub-ticket comprising a portion, less than all, of attributes associated with a second trouble ticket at the second remote system; integrate information from the first sub-ticket and the second sub-ticket to form a consolidated information set; prioritize between the first sub-ticket and the second sub-ticket; provide an indication of prioritized consolidated information regarding sub-tickets to a user of the central computer system; receive an indication from the user selecting either the first sub-ticket or the second sub-ticket for attention from the user; and provide an indication to initiate a session to the first or second remote system based upon which system originated the selected sub-ticket. - View Dependent Claims (23, 24, 25)
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26. A computer network comprising:
a plurality of processing units communicatively coupled to the computer network and collectively configured to; receive a first sub-ticket from a first remote system, the first sub-ticket comprising a portion, less than all, of attributes associated with a first trouble ticket at the first remote system; receive a second sub-ticket from a second remote system, the second sub-ticket comprising a portion, less than all, of attributes associated with a second trouble ticket at the second remote system; integrate information from the first sub-ticket and the second sub-ticket to form a consolidated information set; prioritize between the first sub-ticket and the second sub-ticket; provide an indication of prioritized consolidated information regarding sub-tickets to a user of the central computer system; receive an indication from the user selecting either the first sub-ticket or the second sub-ticket for attention from the user; and provide an indication to initiate a session to the first or second remote system based upon which system originated the selected sub-ticket.
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27. A computer system comprising one or more programmable control devices communicatively coupled to each other and to a computer network, wherein the one or more programmable control devices are programmed to:
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receive a first sub-ticket from a first remote system, the first sub-ticket comprising a portion, less than all, of attributes associated with a first trouble ticket at the first remote system; receive a second sub-ticket from a second remote system, the second sub-ticket comprising a portion, less than all, of attributes associated with a second trouble ticket at the second remote system; integrate information from the first sub-ticket and the second sub-ticket to form a consolidated information set; prioritize between the first sub-ticket and the second sub-ticket; provide an indication of prioritized consolidated information regarding sub-tickets to a user of the central computer system; receive an indication from the user selecting either the first sub-ticket or the second sub-ticket for attention from the user; and provide an indication to initiate a session to the first or second remote system based upon which system originated the selected sub-ticket.
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Specification