Enterprise secure messaging architecture

• US 7,272,716 B2
• Filed: 08/12/2003
• Issued: 09/18/2007
• Est. Priority Date: 08/30/2002
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: SAP AG (SAP SE)
• Inventors: Haller, Jochen, Gomez, Laurent, Posegga, Joachim
• Primary Examiner(s): Barron, Jr.; Gilberto
• Assistant Examiner(s): Kim; Jung
• Application Number:
  US10/638,545
• Publication Number:
  US 20040068649A1
• Time in Patent Office: 1,498 Days
• Field of Search: 380/270, 713/153, 713/156
• US Class Current: 713/156
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04W 12/033 of the user plane, e.g. user's traffic

Abstract

An enterprise system with secure wireless messaging includes an application service to process a message. The enterprise system also includes a security service that uses a cryptographic technique to transform between the message and a secure message that is based on the message. A communication service communicates the secure message with a mobile client using a public network. The message may be secured using a cryptographic technique to provide end-to-end security. The enterprise system also may include an information service including information indicating occurrence of a triggering event. The information indicating occurrence of a triggering event may cause the enterprise system to push a secure message to the mobile client.

Claims

1. A method for using secure messaging to provide confidential service-related communications among an enterprise service, a customer, and a service technician, the method comprising:

generating a service request message using a mobile client of a customer;

securing the service request message with a digital signature using the mobile client of the customer;

symmetrically or asymmetrically encrypting the service request message using the mobile client of the customer;

transmit the encrypted service request message from the mobile client of the customer to an enterprise service;

decrypting the secured service request message using the enterprise service;

validating the secured service request based upon the decrypted digital signature using the enterprise service;

updating secured enterprise information based on the decrypted service request message using the enterprise service;

detecting a triggering event based upon the decrypted service request message using the enterprise service;

automatically selecting a service technician;

generating an alert message based upon the triggering event using the enterprise service;

encrypting the alert message using the enterprise service;

transmitting the encrypted alert message to a mobile client of the selected service technician;

decrypting the encrypted alert message at the mobile client of the selected service technician;

generating a response message at the mobile client of the selected service technician;

encrypting the response message at the mobile client of the selected service technician;

transmitting the encrypted response message from the mobile client of the selected service technician to the enterprise service;

decrypting the encrypted response message at the enterprise service;

updating the secured enterprise information based upon the decrypted response using the enterprise service; and

transmitting a confirmation to the mobile client of the customer based upon the decrypted response message.

2. The method of claim 1, wherein the service request message is encrypted based on 3DES.

3. The method of claim 1, further comprising configuring the enterprise service to receive a second secured service request, based on the alert, generated by the mobile client of the customer.

4. A method for using secure messaging to provide confidential service-related communications among an enterprise service, a customer, and a service technician, the method comprising:

receiving an encrypted service request message;

decrypting the service request message;

validating the service request message based on a digital signature stored with the service request message;

updating secured enterprise information based on the decrypted service request message;

detecting a triggering event based on the secured enterprise information;

automatically selecting a service technician;

generating an alert message based on the triggering event;

encrypting the alert message;

transmitting the encrypted alert message to a mobile client of the selected service technician;

receiving an encrypted response message from the mobile client of the selected service technician;

decrypting the encrypted response message;

updating the secured enterprise information based on the decrypted response message; and

transmitting a confirmation message to a mobile client of a customer based on the decrypted response message.

5. The method of claim 4, wherein the triggering event represents an occurrence of a particular event or a presence of predetermined information.

6. The method of claim 4, wherein the triggering event is a direct request by the customer.

7. The method of claim 4, wherein the triggering event is a request for enterprise information.

8. The method of claim 4, wherein the triggering event is based on a direct query of at least one of the mobile client of the selected service technician and the mobile client of the customer.

9. The method of claim 4 wherein the triggering event is generated by a scheduled maintenance calendar.

10. The method of claim 4, wherein the secured enterprise information is polled to determine the presence of predetermined information, and the presence of the predetermined information generates the triggering event.

11. The method of claim 4, wherein the alert message informs the selected service technician of the service request.

12. The method of claim 11, wherein the alert message further includes service information required to perform the requested service.

13. The method of claim 4, wherein the alert message includes a request to the selected service technician that the service technician confirm his availability to perform the service.

14. The method of claim 4, wherein the alert message is encrypted using symmetric cryptography.

15. The method of claim 4, wherein the response message is decrypted using symmetric cryptography.

16. The method of claim 4, wherein the encrypted service request message includes an authorization.

17. The method of claim 4, wherein the encrypted service request message is an alert to notify an enterprise service that service is required.

18. The method of claim 4, wherein the triggering event is a scheduled service or an emergency service.

19. An enterprise service for effectuating secure messaging to provide confidential service-related communications among the enterprise service, a customer, and a service technician, the enterprise service comprising:

an enterprise gateway configured to;

receive an encrypted service request message,

transmit an encrypted alert message to a mobile client of a selected service technician,

receive an encrypted response message from the mobile client of the selected service technician, and

transmit a confirmation message to a mobile client of a customer based on the decrypted response message;

an enterprise security service configured to;

decrypt the encrypted service request message,

validate the service request message based on a digital signature stored with the service request message,

encrypt an alert message, and

decrypt the encrypted response message; and

an application service configured to;

update secured enterprise information based on the decrypted service request message,

detect a triggering event based on the secured enterprise information,

automatically select a service technician,

generate the alert message based on the triggering event, and

update the secured enterprise information based on the decrypted response message.

20. The enterprise service of claim 19, further comprising an enterprise firewall configured to protect the enterprise service from a public network.

21. The enterprise service of claim 19, further comprising a customer relationship management (CRM) service, an enterprise resource planning (ERP) service, an email service, an accounting service, a resource management service, a synchronization service, a calendar synchronization service, a task list synchronization service, a print service, a file access service, an instant messaging (IM) service, an operating system, an operating system kernel, an authentication service, or an authorization service.

22. A computer program product tangibly embodied in a machine-readable storage medium, the computer program product for effectuating secure messaging to provide confidential service-related communications among an enterprise service, a customer, and a service technician, wherein the computer program product comprises instructions that, when read by a machine, operate to cause data processing apparatus to:

receive an encrypted service request message;

decrypt the service request message;

validate the service request message based on a digital signature stored with the service request message;

update secured enterprise information based on the decrypted service request message;

detect a triggering event based on the secured enterprise information;

automatically select a service technician;

generate an alert message based on the triggering event;

encrypt the alert message;

transmit the encrypted alert message to a mobile client of the selected service technician;

receive an encrypted response message from the mobile client of the selected service technician;

decrypt the encrypted response message;

update the secured enterprise information based on the decrypted response message; and

transmit a confirmation message to a mobile client of a customer based on the decrypted response message.