Integrated interface for web based customer care and trouble management
First Claim
1. A trouble ticket management system for enabling an Internet enabled customer to generate a trouble ticket relating to a service provided by an enterprise to said customer, said system comprising:
- (a) an Internet enabled customer work station having a client web browser application forming an integrated interface for enabling IP communication between said customer and a network of said enterprise, said client application generating an object-oriented request message for generating a new trouble ticket based on a specified product and problem type;
(b) means for authenticating said customer as having trouble ticket entitlement within said enterprise;
(c) a customer service management system for generating and tracking trouble tickets, said system having at least one database for identifying said customer and trouble ticket entitlement for said customer, each of said trouble tickets having multiple data fields;
(d) transaction manager server for receiving said object-oriented request, generating a trouble ticket request transaction message in accordance with said received objects, communicating said request transaction message to said customer service management system for fulfilling said customer requests, and for downloading downloaded trouble ticket response data from said customer service management system, said transaction manager server further translating said downloaded trouble ticket response data into a trouble ticket object for communication to said integrated interface;
whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets.
7 Assignments
0 Petitions
Accused Products
Abstract
A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.
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Citations
19 Claims
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1. A trouble ticket management system for enabling an Internet enabled customer to generate a trouble ticket relating to a service provided by an enterprise to said customer, said system comprising:
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(a) an Internet enabled customer work station having a client web browser application forming an integrated interface for enabling IP communication between said customer and a network of said enterprise, said client application generating an object-oriented request message for generating a new trouble ticket based on a specified product and problem type;
(b) means for authenticating said customer as having trouble ticket entitlement within said enterprise;
(c) a customer service management system for generating and tracking trouble tickets, said system having at least one database for identifying said customer and trouble ticket entitlement for said customer, each of said trouble tickets having multiple data fields;
(d) transaction manager server for receiving said object-oriented request, generating a trouble ticket request transaction message in accordance with said received objects, communicating said request transaction message to said customer service management system for fulfilling said customer requests, and for downloading downloaded trouble ticket response data from said customer service management system, said transaction manager server further translating said downloaded trouble ticket response data into a trouble ticket object for communication to said integrated interface;
whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet, wherein the event relates to a service provided by an enterprise to the customer, said method comprising:
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(a) creating at least one customer record relating to a service provided to the customer by the enterprise in a customer service management system, said record including customer entitlement with respect to the service;
(b) enabling Internet access to said customer service management system by said customer;
(c) authenticating said customer entitlement at the time of customer access of said management system;
(d) presenting a web-based communication having a trouble ticket creation screen for creating a new trouble ticket;
(e) generating an object-oriented request message having information necessary for generating a new trouble ticket based on an indicated product and problem type entered into said creation screen;
(f) receiving said object-oriented request and generating a trouble ticket request transaction message in accordance with said received objects, (g) communicating said request transaction message to a customer service management system for fulfilling said customer requests, said customer service management system identifying said customer and trouble ticket entitlement for said customer upon receipt of said customer request message;
(h) downloading trouble ticket response data from said customer service management system for presentation to said client workstation customer; and
,(i) translating said downloaded trouble ticket response data into a trouble ticket object for communication to said integrated interface;
whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets via said client interface. - View Dependent Claims (16, 17, 18)
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19. A trouble ticket management system for enabling an Internet enabled customer to generate a trouble ticket relating to a service provided by an enterprise to said customer, said system comprising:
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(a) means for authenticating said customer having a trouble ticket entitlement within said enterprise;
(b) a customer service management system for generating and tracking trouble tickets, said system having at least one database for identifying said customer and trouble ticket entitlement for said customer, each of said trouble tickets having multiple fields;
(c) transaction manager server for receiving an object-oriented request, generating a trouble ticket request transaction message in accordance with said received object-oriented requests, communicating said request transaction message to said customer service management system for fulfilling said customer requests, and for downloading downloaded trouble ticket response data from said customer service management system, said transaction manager server further translating said downloaded trouble ticket response data into a trouble ticket object for communication with an integrated interface, wherein said object-oriented requests are generated by an Internet enabled customer work station having a client web browser application forming the integrated interface for enabling IP communication between said customer and a network of said enterprise and said object-oriented requests are based on a specific product and problem;
whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets.
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Specification