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System and method of managing events on multiple problem ticketing system

  • US 7,493,518 B2
  • Filed: 11/15/2005
  • Issued: 02/17/2009
  • Est. Priority Date: 11/15/2005
  • Status: Expired due to Fees
First Claim
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1. A method for creating problem tickets on a network connected by an enterprise services bus, wherein servers on the network have different problem ticketing systems, the process comprising:

  • receiving an original problem ticket;

    converting the original problem ticket to a standardized format;

    determining which problem ticketing system is responsible for fixing the problem;

    determining which problem ticketing systems are affected by the problem;

    creating an authoritative ticket on the responsible problem ticketing system;

    creating an informational ticket on every ticketing system affected by the problem;

    mapping a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems;

    tracking callbacks from each problem ticketing system;

    updating each related problem ticket with the callback information; and

    closing each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

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