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Configurable application integrating service request and fulfillment process

  • US 7,299,465 B2
  • Filed: 01/08/2002
  • Issued: 11/20/2007
  • Est. Priority Date: 01/08/2002
  • Status: Expired due to Fees
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1. A method of generating a plurality of concurrent solutions for a corresponding plurality of service requests, each of the service requests having one or more service types, said method comprising the steps of:

  • providing a fully configurable application for managing a set of base processes and functions;

    approving the service requests;

    using said configurable application and a single user interface to define a set of service types and to define a sequence of activities for each of said service types;

    for each service request, after the request is approved, configuring a workflow comprised of activities from said defined sequences of activities to generate a solution for said each service request, whereby the plurality of concurrent solutions for the plurality of service requests are generated;

    defining owners of said activities in each said workflow and a schedule for performing said activities whereby said owner and schedule are defined using load balancing;

    performing said activities and monitoring completion of said activities and said load balancing;

    assigning to each activity one of a group of defined statuses, said defined statutes including in progress and pending;

    in each workflow, as each activity in the workflow is completed, changing the status of each succeeding activity in the workflow to in progress if an owner has been assigned to said each succeeding activity, or to pending if no owner has yet been assigned to said each succeeding activity;

    using a series of forms and views to manage and to monitor the activities and the workflows;

    wherein said forms include;

    i) an Activity Definition form to define the activities;

    ii) a DBRule form to define database location information and for accessing databases;

    iii) a Help form to create application specific help for users and administrators;

    iv) a Keyword form to setup the values of user-defined keywords;

    v) a Reporting Calendar form to define dates that are used for reporting cutoffs;

    vi) a Service Definition form to define information about specific service types;

    vii) a Workflow Definition form to define the activities as ordered steps in the workflows;

    ix) a Services Plan forms to record annual plans for the service types;

    x) a Service Request form for requesting services for specific clients; and

    xi) a Service Request Activity form identifying, for each activity, an activity code, a sequence number, predecessor activities, successor activities, and owners;

    wherein said views include;

    i) a Help view showing application specific help documents;

    ii) BAR views showing annual plans and request, quarterly plans and requests, and plans vs. completed requests;

    iii) a SiteRep view showing annual plans and requests, and completed activities by month;

    iv) a Deployment view showing all requests and activities by client, campus, BAR and client, and completed activities;

    v) Scheduling views showing active requests and activities by date, client and owner;

    vi) Definition views showing activities, services, work items and workflow activities;

    vii) Admin views showing all documents, database rules, deleted documents, keywords and calendars; and

    viii) Personal views showing activities to be performed by owners;

    when each service request is approved, creating the service request activity form for said each service request; and

    using the service request activity form for each service request to assign ownership, track activities and collect deployment details for said each service request.

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