Message tracking with thread-recurrent data

• US 9,258,265 B2
• Filed: 09/30/2013
• Issued: 02/09/2016
• Est. Priority Date: 03/08/2004
• Status: Active Grant

• Current Assignee: NetSuite Inc. (Oracle Corporation)
• Original Assignee: NetSuite Inc. (Oracle Corporation)
• Inventors: Fabre, Patrice M., Kessman, Rosalina T., Forjindam, Yang
• Primary Examiner(s): NANO, SARGON N
• Application Number:
  US14/042,250
• Publication Number:
  US 20140136636A1
• Time in Patent Office: 862 Days
• Field of Search: 709/206, 709/207, 709/224
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/234 for tracking messages

Abstract

A method, system, computer program product, and related business methods are described in the context of a web-based business information system having an internal email facility, wherein e-mail communications between a native e-mail system of an end user of the web-based business information system and an external contact are facilitated and automatically tracked by the web-based business information system, the native e-mail system lying outside the web-based business information system but often being preferred by the end user over the internal e-mail facility of the web-based business information system. The described preferred embodiments provide for easy-to-use, reasonably transparent, “no-click” integration of the web-based business information system with the end user'"'"'s native e-mail system in a manner that is independent of the particular type and choice of native e-mail system.

Claims

1. A method of processing messages, comprising:

operating an information or message processing element to generate, in whole or in part, a first message for a first user, the first message including a thread-recurrent field, the thread-recurrent field including a first field component identifying at least one of a plurality of communications categories and a second field component identifying a messaging thread involving the first user;

electronically tracking a communication of the first message from the first user to a second user;

electronically tracking a communication of a second message from the second user to the first user, the second message having a thread-recurrent field corresponding to the thread-recurrent field of the first message, the thread-recurrent field of the second message including a first field component identifying the at least one of the plurality of communications categories and a second field component identifying the messaging thread involving the first user

electronically evaluating one or more rules related to message tracking functionality, the evaluation of the one or more rules based at least in part on the at least one of the plurality of communication categories identified by the first field component of the second message and the messaging thread identified by the second field component of the second message; and

electronically processing or otherwise operating on the second message in accordance with the evaluation of the one or more rules related to message tracking functionality, wherein the evaluation of the one or more rules related to message tracking functionality is based at least in part on an identity, type, or role of one or more of the first user and the second user.

2. The method of claim 1, wherein the one or more rules related to message tracking functionality includes rules related to one or more of the routing, processing, or disposition of a message.

3. The method of claim 1, wherein the plurality of communications categories includes general correspondence, and for the category of general correspondence, the message tracking functionality comprises modifying the second message before the second message is received by the first user, the modified second message incorporating a modified version of a set of tracking information that includes the first field component identifying the at least one of the plurality of communications categories and the second field component identifying the messaging thread involving the first user.

4. The method of claim 1, wherein the plurality of communications categories includes trouble tickets, and for the category of trouble tickets, the message tracking functionality comprises helpdesk functionality.

5. The method of claim 1, wherein the plurality of communications categories includes invitation replies, and for the category of invitation replies, the message tracking functionality comprises event organizing functionality.

6. The method of claim 5, wherein the event organizing functionality comprises one or more of setting a calendar appointment corresponding to a positive invitation reply or altering a resource allocation for an event based at least in part on an invitation reply.

7. The method of claim 1, wherein one or more of the set of rules evaluated or a way in which the rules are evaluated are based at least in part on the identity, type, or role of one or more of the first user and the second user.

8. The method of claim 1, wherein the first message comprises a first e-mail message and the second message comprises a second e-mail message sent in response to the first e-mail message.

9. The method of claim 1, wherein the thread-recurrent field of the first message further includes a cryptographic hash code based at least in part on one or more of the at least one of the plurality of communications categories and the thread of communications involving the first user.

10. The method of claim 9, wherein the cryptographic hash code inhibits tampering with one or more of the first field component and the second field component.

11. The method of claim 1, wherein one or more of tracking the communication of the first message from the first user to the second user and tracking the communication of the second message from the second user to the first user further comprises:

receiving one or more of the first message and the second message at a data processing element; and

processing the received message to identify one or more of the first field component and the second field component.

12. An apparatus for processing messages, comprising:

an electronic processor programmed to execute a set of instructions;

a data storage element in which the set of instructions are stored, wherein when executed by the electronic processor the set of instructions cause the apparatus to

operate to generate, in whole or in part, a first message for a first user, the first message including a thread-recurrent field, the thread-recurrent field including a first field component identifying at least one of a plurality of communications categories and a second field component identifying a messaging thread involving the first user;

track a communication of the first message from the first user to a second user;

track a communication of a second message from the second user to the first user, the second message having a thread-recurrent field corresponding to the thread-recurrent field of the first message, the thread-recurrent field of the second message including a first field component identifying the at least one of the plurality of communications categories and a second field component identifying the messaging thread involving the first user

evaluate one or more rules related to message tracking functionality, the evaluation of the one or more rules based at least in part on the at least one of the plurality of communication categories identified by the first field component of the second message and the messaging thread identified by the second field component of the second message; and

process or otherwise operate on the second message in accordance with the evaluation of the one or more rules related to message tracking functionality, wherein the evaluation of the one or more rules related to message tracking functionality is based at least in part on an identity, type, or role of one or more of the first user and the second user.

13. The apparatus of claim 12, wherein the one or more rules related to message tracking functionality includes rules related to one or more of the routing, processing, or disposition of a message.

14. The apparatus of claim 12, wherein the plurality of communications categories includes general correspondence, and for the category of general correspondence, the message tracking functionality comprises modifying the second message before the second message is received by the first user, the modified second message incorporating a modified version of a set of tracking information that includes the first field component identifying the at least one of the plurality of communications categories and the second field component identifying the messaging thread involving the first user.

15. The apparatus of claim 12, wherein the plurality of communications categories includes trouble tickets, and for the category of trouble tickets, the message tracking functionality comprises helpdesk functionality.

16. The apparatus of claim 12, wherein the plurality of communications categories includes invitation replies, and for the category of invitation replies, the message tracking functionality comprises event organizing functionality.

17. The apparatus of claim 12, wherein the first message comprises a first e-mail message and the second message comprises a second e-mail message sent in response to the first e-mail message.

18. The apparatus of claim 12, wherein the thread-recurrent field of the first message further includes a cryptographic hash code based at least in part on one or more of the at least one of the plurality of communications categories and the thread of communications involving the first user.

19. A system for processing a message, comprising:

an electronic data processing element operable to receive a message from a first user to a second user and operate to

identify a thread-recurrent field including a first field component identifying at least one of a plurality of communications categories and a second field component identifying a messaging thread involving the first user and the second user that are part of or included with the message;

evaluate one or more rules related to message tracking functionality, the evaluation of the one or more rules based at least in part on the at least one of the plurality of communication categories identified by the first field component of the message and the messaging thread identified by the second field component of the message; and

process or otherwise operate on the second message in accordance with the evaluation of the one or more rules related to message tracking functionality, wherein the evaluation of the one or more rules related to message tracking functionality is based at least in part on an identity, type, or role of one or more of the first user and the second user.

20. The system of claim 19, wherein the one or more rules related to message tracking functionality includes rules related to one or more of the routing, processing, or disposition of a message.

21. The system of claim 19, wherein one or more of tracking the communication of the first message from the first user to the second user and tracking the communication of the second message from the second user to the first user further comprises:

receiving one or more of the first message and the second message at the data processing element; and

processing the received message to identify one or more of the first field component and the second field component.

22. The system of claim 19, wherein one or more of the set of rules evaluated or a way in which the rules are evaluated are based at least in part on the identity, type, or role of one or more of the first user and the second user.

23. The system of claim 19, wherein the thread-recurrent field of the first message further includes a cryptographic hash code based at least in part on one or more of the at least one of the plurality of communications categories and the thread of communications involving the first user.