System and method for facilitating issue tracking

• US 6,222,535 B1
• Filed: 10/22/1998
• Issued: 04/24/2001
• Est. Priority Date: 10/23/1997
• Status: Expired due to Term

• Current Assignee: WSOU Investments, LLC (WSOU Holdings, LLC)
• Original Assignee: Alcatel USA Sourcing L.P. (Nokia Corporation)
• Inventors: Hurd, II, Donald M.
• Primary Examiner(s): Bayerl, Raymond J.
• Application Number:
  US09/177,547
• Time in Patent Office: 915 Days
• Field of Search: 345/331, 345/971, 345/329, 345/332, 345/330, 709/205, 709/204, 709/201, 705/8, 705/9
• US Class Current: 715/733
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: Y10S 715/971 Cooperative decision support systems for group of users

Abstract

A system and method for facilitating tracking of issues utilize a series of graphical user interfaces (GUIs). A first GUI has a first plurality of information accepting fields operable to accept information defining the issue from an originator of the issue. In response to entry of said information defining the issue, the information is sent to an assigned party. The assigned party then uses a second GUI including a second plurality of information accepting fields to enter information related to a proposed resolution of the issue. The information related to a proposed resolution of the issue is then forwarded back to the originator to make a determination of whether the proposed resolution is satisfactory.

Claims

1. A computer system for facilitating tracking of an issue, comprising:

a plurality of servers;

a plurality of clients;

communications means interconnecting said servers and said clients to form a computer network;

issue tracking means stored within one of said servers, said issue tracking means including;

a first graphical user interface (GUI) displayed on a computer display, said first GUI comprising a first plurality of information accepting fields operable to accept information defining the issue from an originator of the issue, wherein said first plurality of information accepting fields includes a field for entering a relative priority for said issue, a field for entering originator information for said issue, a field for entering suspense information for said issue, and a field for entering a textual description of said issue;

means for notifying an assigned party in response to entry of said information defining the issue;

a second GUI displayed on the computer display, said second GUI comprising a second plurality of information accepting fields operable to accept information related to a proposed resolution of the issue from the assigned party; and

means for forwarding said information related to a proposed resolution of the issue to a first group of users of said computer system.

2. The system of claim 1, wherein said means for notifying an assigned party includes:

means for generating a first message to said assigned party in response to entry of said information defining the issue; and

means for transmitting said first message to said assigned party via said communications means.

3. The system of claim 1, wherein said first group of users of said computer system includes the originator of the issue.

4. The system of claim 1, wherein said first group of users of said computer system includes the assigned party and the originator of the issue.

5. The system of claim 1, wherein said issue tracking means further includes:

means for generating a reminder message to the first group of users.

6. The system of claim 1, wherein said second plurality of information accepting fields includes a field for entering a textual description of said proposed solution to said issue.

7. An issue tracking application, comprising:

a first graphical user interface (GUI) displayed on a computer display, said first GUI including a first plurality of information accepting fields operable to accept information defining the issue from an originator of the issue, wherein said first plurality of information accepting fields includes a field for entering a relative priority for said issue, a field for entering originator information for said issue, a field for entering suspense information for said issue, and a field for entering a textual description of said issue;

means for notifying an assigned party in response to entry of said information defining the issue;

a second GUI displayed on the computer display, said second GUI comprising a second plurality of information accepting fields operable to accept information related to a proposed resolution of the issue from the assigned party; and

means for forwarding said information related to a proposed resolution of the issue to a first group of users of said application.

8. The application of claim 7, wherein said means for notifying an assigned party includes:

means for generating a first message to said assigned party in response to entry of said information defining the issue; and

means for transmitting said first message to said assigned party via a computer network.

9. The application of claim 7, wherein said first group of users of said computer system includes the originator of the issue.

10. The application of claim 7, wherein said first group of users of said application includes the assigned party and the originator of the issue.

11. The application of claim 7, wherein said issue tracking means further includes:

means for generating a reminder message to the first group of users if said issue has not been resolved within a predetermined time period.

12. The application of claim 7, wherein said second plurality of information accepting fields includes a field for entering a textual description of said proposed solution to said issue.

13. The application of claim 7, further comprising:

means for generating reports.

14. A method for facilitating tracking of an issue, comprising:

entering information defining an issue to be tracked into a plurality of information accepting fields on a first graphical user interface (GUI), wherein said first plurality of information accepting fields includes a field for entering a relative priority for said issue, a field for entering originator information for said issue, a field for entering suspense information for said issue, and a field for entering a textual description of said issue;

notifying an assigned party in response to entry of said information defining the issue;

entering information related to a proposed resolution of the issue from the assigned party into a plurality of information accepting fields on a second GUI; and

,

forwarding said information related to a proposed resolution of the issue to a first group of interested individuals.

15. The method of claim 14, further comprising:

entering comments related to said proposed solution to said issue in a plurality of information accepting fields on a third GUI.

16. The method of claim 14, wherein notifying an assigned party includes:

generating a first message to said assigned party in response to entry of said information defining the issue; and

transmitting said first message to said assigned party.

17. The method of claim 16, wherein said transmitting step includes sending said first message via electronic mail.

18. The method of claim 14, further comprising

generating a reminder message to the first group of interested individuals if said issue has not been resolved within a predetermined time period.

19. The method of claim 14, wherein said first group of interested individuals includes an originator of the issue to be tracked.

20. The method of claim 14, wherein said first group of interested individuals includes an originator of the issue to be tracked and said assigned party.

21. The method of claim 14, wherein said plurality of information accepting fields on the second GUI include a field for entering a textual description of said proposed solution.

22. The method of claim 21, further comprising:

entering said textual description into said information accepting fields on the second GUI via a hypertext link.

23. The method of claim 14, wherein forwarding said information related to a proposed resolution of the issue includes sending an electronic mail to the first group of interested individuals.

24. The method of claim 14, further comprising:

entering information to close said issue, wherein said issue and associated files are stored in a database in response to said entry of information to close said issue.