General, flexible, resilient ticketing interface between a device management system and ticketing systems

• US 9,940,349 B2
• Filed: 12/17/2015
• Issued: 04/10/2018
• Est. Priority Date: 03/12/2013
• Status: Active Grant

• Current Assignee: ConnectWise, LLC
• Original Assignee: ConnectWise, LLC
• Inventors: Buerk, Gregory Francis, Logan, Scott
• Primary Examiner(s): Moser, Bruce M
• Application Number:
  US14/972,842
• Publication Number:
  US 20160179871A1
• Time in Patent Office: 845 Days
• Field of Search: None
• CPC Class Codes: G06F 16/178 Techniques for file synchronisation in file systems
• CPC Class Codes: G06F 16/2365 Ensuring data consistency and integrity
• CPC Class Codes: G06F 16/25 Integrating or interfacing systems involving database management systems
• CPC Class Codes: G06F 16/275 Synchronous replication
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.

Claims

1. A system for synchronizing data between a device management system and a ticketing system, comprising:

a server including at least one processor, the server communicatively coupled to the device management system and the ticketing system, wherein one of the server or the device management system selects an update module from a collection comprising one or more update modules configured to interface with one or more different types of ticketing systems;

the update module, executed by the server, to select a ticketing ticket from a ticketing database of the ticketing system and to select a device management ticket from a device management database of the device management system, wherein the ticketing database is remote from the device management database;

a detection module executed by the server to test device management ticket information associated with the device management ticket for consistency with ticketing information associated with the ticketing ticket and identify, based on the test, a failure; and

a resolution module executed by the server to provide, responsive to the failure of the test, a repair comprising one of;

a ticketing update configured to modify the ticketing ticket stored in the ticketing database of the ticketing system to correspond to the device management ticket of the device management system, or

a device management update configured to modify the device management ticket stored in the device management database of the device management system to correspond to the ticketing ticket of the ticketing system.

2. The system of claim 1, wherein the device management ticket information includes time record information equal to an estimated amount of time needed to resolve the device management ticket.

3. The system of claim 2, wherein the update module updates said ticketing ticket with the time record information.

4. The system of claim 1, wherein one or more items of the device management ticket information is initialized from a template, the template selected based on the device referenced by the device management ticket.

5. The system of claim 1, wherein the failure of the test is caused by a modification of a first ID of the ticketing ticket so that it no longer corresponds to a second ID of the device management ticket.

6. The system of claim 1, wherein the detection module is configured as a selection of one from:

testing the device management ticket on a regular schedule, and

testing the device management ticket when the device management ticket changes.

7. The system of claim 1, wherein the ticketing update is generated by selecting a target device management ticket with a strategy selected from one of:

an elimination process that searches for the target device management ticket that does not match any entry in the ticketing database,

a best fit process that searches for the target device management ticket with a greatest number of columns matching the ticketing ticket, and

a history process that searches for the target device management ticket using a history of changes to the ticketing database.

8. The system of claim 1, wherein the device management update is generated by selecting a target ticketing ticket with a strategy selected from one of:

an elimination process that searches for the target ticketing ticket that does not match any entry in the device management database,

a best fit process that searches for the target ticketing ticket with a greatest number of columns matching the device management ticket, and

a history process that searches for the target ticketing ticket using a history of changes to the device management database.

9. The system of claim 1, wherein the detection module is configured to test the device management ticket based on a set of parameters stored in the device management database.

10. A method of synchronizing data between a device management system and a ticketing system, comprising:

selecting, by one of a server including at least one processor or a device management system, an update module from a collection comprising one or more update modules configured to interface with one or more different types of ticketing systems

selecting, by the update module executed by the server communicatively coupled to the device management system and the ticketing system, a ticketing ticket from a ticketing database of the ticketing system and to select a device management ticket from a device management database of the device management system, wherein the ticketing database is remote from the device management database;

testing, by a detection module executed by the server, device management ticket information associated with the device management ticket for consistency with the ticketing information associated with the ticketing ticket;

identifying, by the detection module, a failure based on the test;

providing, by a resolution module executed by the server, responsive to the failure of the test, a repair comprising;

a device management update configured to modify the device management ticket stored in the device management database of the device management system to correspond to the ticketing ticket of the ticketing system.

11. The method of claim 10, wherein the device management ticket includes time record information equal to an estimated amount of time to resolve the device management ticket.

12. The method of claim 11, comprising:

updating, by the update module, the ticketing ticket with the time record information.

13. The method of claim 10, comprising:

selecting, based on the device referenced by the device management ticket, a template; and

initializing, from the template, one or more items of the device management ticket information.

14. The method of claim 10, wherein the failure of the test is caused by a modification of a first ID of the ticketing ticket so that it no longer corresponds to a second ID of the device management ticket.

15. The method of claim 10, wherein the detection module is configured as a selection of one from:

testing the device management ticket on a regular schedule, and

testing the device management ticket when the device management ticket changes.

16. The method of claim 10, comprising:

generating the ticketing update based on a selection of a target device management ticket with a strategy selected from one of;

an elimination process that searches for the target device management ticket that does not match any entry in the ticketing database,

a best fit process that searches for the target device management ticket with a greatest number of columns matching the ticketing ticket, and

a history process that searches for the target device management ticket using a history of changes to the ticketing database.

17. The method of claim 10, comprising:

generating the device management update based on a selection of a target ticketing ticket with a strategy selected from one of;

an elimination process that searches for the target ticketing ticket that does not match any entry in the device management database,

a best fit process that searches for the target ticketing ticket with a greatest number of columns matching the device management ticket, and

a history process that searches for the target ticketing ticket using a history of changes to the device management database.

18. The method of claim 10, wherein the detection module is configured to test the device management ticket based on a set of parameters stored in the device management database.