SCREENING ELECTRONIC SERVICE REQUESTS

• US 20130085794A1
• Filed: 11/26/2012
• Published: 04/04/2013
• Est. Priority Date: 03/29/2002
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Sunday, Mark, Wells, Ken, Kreaden, Mitchell, Deighton, Anthony, Brindley, Dougal
• Granted Patent: US 8,688,464 B2
• Time in Patent Office: Days
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 50/182 Alternative dispute resolution
• CPC Class Codes: H04M 3/5191 interacting with the Internet

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.

Claims

1. A computing system for screening service requests, the service requests requesting assistance, the system comprising:

a display device on which is displayed information describing options for submitting a service request and information indicating a correspondence between the service request and searched system status information;

a user input module that receives a plurality of instances of user input, each instance related to submitting a service request;

a storage device for storing information related to the status of at least one system accessible to the user; and

a comparison subsystem that, in response to the receipt of received user input by the input subsystem, compares the user input with information stored in the storage device.

2. The computer memory of claim 1 wherein the information identifying the collection of system status information is a single identifier identifying the entire collection of system status information.

3. The computer memory of claim 1 wherein the information identifying the group is a list of identifiers each identifying a pending service request containing system status information.