Screening electronic service requests

• US 8,688,464 B2
• Filed: 11/26/2012
• Issued: 04/01/2014
• Est. Priority Date: 03/29/2002
• Status: Active Grant

• Current Assignee: Siebel Systems Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Sunday, Mark, Wells, Ken, Kreaden, Mitchell, Deighton, Anthony, Brindley, Dougal
• Primary Examiner(s): McCormick, Gabrielle
• Assistant Examiner(s): Bahl, Sangeeta
• Application Number:
  US13/685,071
• Publication Number:
  US 20130085794A1
• Time in Patent Office: 491 Days
• Field of Search: 705/1.1, 705/304, 379/9.03, 379/211.01
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 50/182 Alternative dispute resolution
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A facility for screening service requests for requesting assistance is described. The facility receives from a user a service request that requests assistance with solving a problem associated with a system accessible to the user and includes information related to the system. The facility searches a collection of system status information for at least one entry that corresponds with the received information related to the system. Where a corresponding entry is found, the facility provides to the user an indication of the correspondence and an opportunity to cancel the service request.

Claims

1. A computing system comprising:

a processor;

a display device, coupled to the processor, wherein

the display device is configured to display

service request information, wherein

the service request information is related to submission of a service request;

a storage device, coupled to the processor, wherein

the storage device is configured to store system status information, and

the system status information is related to a status of at least one system; and

a computer memory, coupled to the processor, wherein

the computer memory stores

a user input module, wherein

the user input module is configured to receive a user input, and

the user input is related to the submission of the service request, and

a comparison subsystem, wherein

the comparison subsystem is configured to, in response to receipt of the user input by the user input module,

 

perform a comparison of the user input and the system status information, and

 

based on a result of the comparison, determine whether a correspondence exists between the user input and the system status information.

2. The computer system of claim 1, wherein the system status information comprises:

a single identifier, wherein

the single identifier is configured to identify a collection of system status information, and

the collection of system status information comprises the system status information.

3. The computer system of claim 2, wherein:

the user input module is further configured to

receive the service request information, wherein

the service request information comprises

an indication of a basis for the service request, and

the comparison subsystem is further configured to

search the collection of system status information for at least one entry that corresponds with the indication of the basis for the service request, and

if the at least one entry is found,

provide an indication that the at least one entry was found, and

allow the service request to be cancelled.

4. The computer system of claim 3, wherein the indication comprises at least one of:

an indication that a related service request is currently pending, or

an indication that a system related to the service request is functioning improperly.

5. The computer system of claim 1, wherein the system status information comprises:

a list of identifiers, wherein

each identifier of the list of identifiers is configured to identify a pending service request of a plurality of pending service requests, and

each pending service request of the plurality of pending service requests is related to the system status information.

6. The computer system of claim 1, wherein the comparison subsystem is further configured to:

the at least one system is accessible to a user of the computing system.

7. The computer system of claim 1, wherein the comparison subsystem is further configured to:

in response to a determination that the correspondence exists,

indicate existence of the correspondence by updating the service request information.

8. The computer system of claim 7, wherein the comparison subsystem is further configured to:

in response to the determination that the correspondence exists,

allow the service request to be cancelled.

9. The computer system of claim 7, wherein the comparison subsystem is further configured to:

in response to a determination that the correspondence does not exist,

submit the service request.

10. The computer system of claim 1, wherein the display device is further configured to:

in response to a determination that the correspondence exists,

display information indicating a correspondence between the service request and the system status information.

11. The computer system of claim 1, wherein the service request information comprises:

option information, wherein

the option information describes one or more options for submitting the service request.

12. The computer system of claim 11, wherein the display device is further configured to:

display information indicating a correspondence between the service request and the system status information.

13. The computer system of claim 1, wherein the user input module is configured to:

receive a plurality of instances of user input, wherein

each instance of the plurality of instances is related to submission of the service request.

14. The computer system of claim 1, wherein the system status information comprises:

information related to another service request.

15. The computer system of claim 1, wherein

the another service request is a pending service request.

16. The computer system of claim 1, wherein the system status information comprises:

updated system status information, wherein

the updated system status information is produced by updating the system status information.

17. The computer system of claim 1, wherein

the updating is performed

periodically, or

at a time at which an update is detected.

18. The computer system of claim 1, wherein the computer system is configured to:

receive the system status information, wherein

the system status information is received using a first facility; and

receive other status information, wherein

the other status information is related to a second service request,

the other status information is received using a second facility, and

the second facility comprises a plurality of input fields that mirror input fields of the first facility.

19. The computer system of claim 1, wherein

the service request information comprises

an area identifier corresponding to a system, and

a sub-area identifier corresponding to a subsystem, and

the comparison subsystem is further configured to

search for the correspondence, at least in part, by retrieving the area identifier and the sub-area identifier.

20. A method in a computing system comprising:

displaying service request information, wherein

the service request information is displayed on a display of the computing system, and

the service request information is related to submission of a service request;

receiving a user input at the computing system, wherein

the user input is related to the submission of the service request; and

in response to receipt of the user input,

comparing the user input and system status information, wherein

the comparing is performed by a processor of the computing system,

the system status information is stored in a storage device of the computing system, and

the system status information is related to a status of at least one system, and

determining whether a correspondence exists between the user input and

the system status information, wherein

the determining is performed by the processor, and

the determining is based on a result of the comparing.

21. A computer system comprising:

a processor;

a plurality of instructions, wherein

the plurality of instructions is configured to be executed by the processor, and

the plurality of instructions comprise

a first set of instructions, executable on a computer system, configured to display service request information, wherein

the service request information is displayed on a display of the computer system, and

the service request information is related to submission of a service request, and

a second set of instructions, executable on the computer system,

configured to, in response to receipt of the user input,

compare the user input and system status information, wherein

 

the system status information is stored in a storage device of the computer system, and

 

the system status information is related to a status of at least one system, and

determine whether a correspondence exists between the user input and the system status information, wherein

 

the determining is based on a result of the comparing; and

a non-transitory computer memory, wherein

the non-transitory computer memory is coupled to the processor, and

the instructions are encoded in the non-transitory computer memory.