Method and system for providing enhanced trouble ticket status content

• US 8,630,886 B2
• Filed: 10/05/2011
• Issued: 01/14/2014
• Est. Priority Date: 10/05/2011
• Status: Active Grant

• Current Assignee: Atlassian US, Inc. (Atlassian Corporation)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: White, Chris L., Pedersen, Evan, Monk, Karen, Weissler, Mark
• Primary Examiner(s): Fleischer, Mark A
• Application Number:
  US13/253,141
• Publication Number:
  US 20130090976A1
• Time in Patent Office: 832 Days
• Field of Search: 705/7.27
• US Class Current: 705/7.27
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

An approach is provided for online trouble ticket servicing. As part of a workflow, one or more activities, which are associated with a trouble ticket corresponding to a service, are monitored, wherein the one or more activities are tracked by a workflow engine. Status information is repeatedly acquired for the one or more activities until a predetermined milestone is reached according to the workflow. The status information is stored for presentation to a subscriber of the service.

Claims

1. A method comprising:

monitoring, via a processor and as part of a workflow, one or more activities associated with a trouble ticket corresponding to a service of a service provider, wherein the one or more activities are tracked by a workflow engine;

repeatedly acquiring status information for the one or more activities via the processor until a predetermined milestone is reached according to the workflow;

storing the status information in a memory device for presentation to a subscriber of the service;

presenting a prompt, via a graphical user interface, to a user designated to execute the one or more activities,

wherein the user is an agent of the service provider, and the prompt is presented to acquire the status information;

presenting the status information to the subscriber;

presenting the status information to the user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber; and

invoking an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.

2. A method according to claim 1, further comprising:

determining whether the status information to be presented to the subscriber is different from a previously presented status information; and

presenting the status information to the subscriber if the status information is determined to be different.

3. A method according to claim 1, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

4. A method according to claim 1, further comprising:

receiving input from the agent to specify milestone information for the workflow.

5. An apparatus comprising:

at least one processor; and

at least one memory including computer program code for one or more programs,

the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following,

monitor, as part of a workflow, one or more activities associated with a trouble ticket corresponding to a service of a service provider, wherein the one or more activities are tracked by a workflow engine,

repeatedly acquire status information for the one or more activities until a predetermined milestone is reached according to the workflow,

store the status information for presentation to a subscriber of the service,

present a prompt, via a graphical user interface, to a user designated to execute the one or more activities, wherein the user is an agent of the service provider, and the prompt is presented to acquire the status information,

present the status information to the subscriber;

present the status information to a user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber; and

invoke an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.

6. An apparatus according to claim 5, wherein the apparatus is further caused to:

determine whether the status information to be presented to the subscriber is different from a previously presented status information; and

present the status information to the subscriber if the status information is determined to be different.

7. An apparatus according to claim 5, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

8. An apparatus according to claim 5, wherein the apparatus is further caused to:

receive input from the agent to specify milestone information for the workflow.

9. A system comprising:

a communication platform including a web access portal and a delivery access portal;

an online trouble ticket system in communication with the communication platform, the online trouble ticket system including a workflow and rules memory database storing a workflow corresponding to problems associated with a service, the online trouble ticket system being configured to monitor, as part of the workflow, one or more activities associated with a trouble ticket corresponding to a service of a service provider, wherein the one or more activities are tracked by a workflow engine of the trouble ticket system, the trouble ticket system being further configured to repeatedly acquire status information for the one or more activities until a predetermined milestone is reached according to the workflow; and

a memory coupled to the trouble ticket system and configured to store the status information for presentation to a subscriber of the service,

the trouble ticket system being further configured to repeatedly acquire status information for the one or more activities until a predetermined milestone is reached according to the workflow; and

a memory coupled to the trouble ticket system and configured to store the status information for presentation to a subscriber of the service,

the trouble ticket system is further configured;

to present a prompt, via a graphical user interface, to a user designated to execute the one or more activities, wherein the user is an agent of the service provider, and the prompt is presented to acquire the status information;

to present the status information to the subscriber;

to present the status information to the user designated to execute the one or more activities to notify the user of what status information is provided to the subscriber; and

to invoke an instant communication session with one or more members of a workgroup designated to resolve the trouble ticket.

10. A system according to claim 9, wherein the trouble ticket system is further configured to determine whether the status information to be presented to the subscriber is different from a previously presented status information, and to present the status information to the subscriber if the status information is determined to be different.

11. A system according to claim 9, wherein the status information is presented to the subscriber as part of the workflow prior to a request by subscriber for the status information.

12. A system according to claim 9, wherein the trouble ticket system is further configured to receive input from the agent to specify milestone information for the workflow.