METHOD AND SYSTEM FOR PROVIDING ENHANCED TROUBLE TICKET STATUS CONTENT

• US 20130090976A1
• Filed: 10/05/2011
• Published: 04/11/2013
• Est. Priority Date: 10/05/2011
• Status: Active Grant

• Current Assignee: Atlassian US, Inc. (Atlassian Corporation)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: White, Chris L., Pedersen, Evan, Weissler, Mark, Monk, Karen
• Granted Patent: US 8,630,886 B2
• Time in Patent Office: Days
• US Class Current: 705/7.27
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

An approach is provided for online trouble ticket servicing. As part of a workflow, one or more activities, which are associated with a trouble ticket corresponding to a service, are monitored, wherein the one or more activities are tracked by a workflow engine. Status information is repeatedly acquired for the one or more activities until a predetermined milestone is reached according to the workflow. The status information is stored for presentation to a subscriber of the service.

Claims

1. A method comprising:

monitoring, as part of a workflow, one or more activities associated with a trouble ticket corresponding to a service, wherein the one or more activities are tracked by a workflow engine;

repeatedly acquiring status information for the one or more activities until a predetermined milestone is reached according to the workflow; and

storing the status information for presentation to a subscriber of the service.

2. A method according to claim 1, further comprising:

presenting a prompt, via a graphical user interface, to a user designated to execute the one or more activities, wherein the prompt is presented to acquire the status information.

3. A method according to claim 1, further comprising:

presenting the status information to the subscriber; and

presenting the status information to a user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber.

4. A method according to claim 1, further comprising:

determining whether the status information to be presented to the subscriber is different from a previously presented status information; and

presenting the status information to the subscriber if the status information is determined to be different.

5. A method according to claim 1, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

6. A method according to claim 1, further comprising:

receiving input from an agent to specify milestone information for the workflow, wherein the agent is associated with a service provider of the service.

7. A method according to claim 1, further comprising:

invoking an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.

8. An apparatus comprising:

at least one processor; and

at least one memory including computer program code for one or more programs,

the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following,

monitor, as part of a workflow, one or more activities associated with a trouble ticket corresponding to a service, wherein the one or more activities are tracked by a workflow engine,

repeatedly acquire status information for the one or more activities until a predetermined milestone is reached according to the workflow, and

store the status information for presentation to a subscriber of the service.

9. An apparatus according to claim 8, wherein the apparatus is further caused to:

present a prompt, via a graphical user interface, to a user designated to execute the one or more activities, wherein the prompt is presented to acquire the status information.

10. An apparatus according to claim 8, wherein the apparatus is further caused to:

present the status information to the subscriber; and

present the status information to a user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber.

11. An apparatus according to claim 8, wherein the apparatus is further caused to:

determine whether the status information to be presented to the subscriber is different from a previously presented status information; and

present the status information to the subscriber if the status information is determined to be different.

12. An apparatus according to claim 8, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

13. An apparatus according to claim 8, wherein the apparatus is further caused to:

receive input from an agent to specify milestone information for the workflow, wherein the agent is associated with a service provider of the service.

14. An apparatus according to claim 8, wherein the apparatus is further caused to:

invoke an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.

15. A system comprising:

an online trouble ticket system configured to monitor, as part of a workflow, one or more activities associated with a trouble ticket corresponding to a service, wherein the one or more activities are tracked by a workflow engine of the trouble ticket system,

wherein the trouble ticket system is further configured to repeatedly acquire status information for the one or more activities until a predetermined milestone is reached according to the workflow; and

a database coupled to the trouble ticket system and configured to store the status information for presentation to a subscriber of the service.

16. A system according to claim 15, wherein the trouble ticket system is further configured to present a prompt, via a graphical user interface, to a user designated to execute the one or more activities, wherein the prompt is presented to acquire the status information.

17. A system according to claim 15, wherein the trouble ticket system is further configured to present the status information to the subscriber, and to present the status information to a user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber.

18. A system according to claim 15, wherein the trouble ticket system is further configured to determine whether the status information to be presented to the subscriber is different from a previously presented status information, and to present the status information to the subscriber if the status information is determined to be different.

19. A system according to claim 15, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

20. A system according to claim 15, wherein the trouble ticket system is further configured to receive input from an agent to specify milestone information for the workflow, wherein the agent is associated with a service provider of the service.

21. A system according to claim 15, wherein the trouble ticket system is further configured to invoke an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.