GENERAL, FLEXIBLE, RESILENT TICKETING INTERFACE BETWEEN A DEVICE MANAGEMENT SYSTEM AND TICKETING SYSTEMS

• US 20160179871A1
• Filed: 12/17/2015
• Published: 06/23/2016
• Est. Priority Date: 03/12/2013
• Status: Active Grant

• Current Assignee: ConnectWise, LLC
• Original Assignee: ConnectWise, LLC
• Inventors: Buerk, Gregory Francis, Logan, Scott
• Granted Patent: US 9,940,349 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/178 Techniques for file synchronisation in file systems
• CPC Class Codes: G06F 16/2365 Ensuring data consistency and integrity
• CPC Class Codes: G06F 16/25 Integrating or interfacing systems involving database management systems
• CPC Class Codes: G06F 16/275 Synchronous replication
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.

Claims

1-14. -14. (canceled)

15. A system for synchronizing data between a device management system and a ticketing system, comprising:

an update module, executing on at least one processor of a server communicatively coupled to the device management system and the ticketing system, configured to update ticketing information about a ticketing ticket on said ticketing system to match device management information about a device management ticket on said device management system,

a detection module, executing on the server, configured to test said device management information for consistency with said ticketing information, and

a resolution module, executing on the server, configured to repair, responsive to the failure of said test, problems with said device management information and said ticketing information.

16. The system of claim 15, wherein said device management system selects said update module from a collection comprising one or more update modules configured to interface with one or more different types of ticketing systems.

17. The system of claim 15, wherein said update module updates said device management information about a device management ticket on said device management system to match said ticketing information about said ticketing ticket on said ticketing system.

18. The system of claim 15, wherein said device management information includes time record information equal to an estimated amount of time needed to resolve said device management ticket.

19. The system of claim 18, wherein said update module updates said ticketing ticket with said time record information.

20. The system of claim 15, wherein one or more items of said device management information is initialized from a template, the template selected based on the device referenced by said device management ticket.