System and methods for using message thread-recurrent data to implement internal organizational processes

• US 9,992,146 B2
• Filed: 01/12/2016
• Issued: 06/05/2018
• 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
• Application Number:
  US14/993,507
• Publication Number:
  US 20160212084A1
• Time in Patent Office: 875 Days
• 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 e-mail 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 controlling a process using electronic messages, comprising:

with a network-based information system, receiving an electronic message generated by a first message application executed by a remote computing system, wherein the first message application is executed independently of the network-based information system;

forwarding the received electronic message to a recipient computer-implemented application that is operating outside of the network-based information system;

operating an electronic processor to evaluate the forwarded electronic message in accordance with one or more rules related to a message tracking functionality within the network-based information system, wherein the evaluation is based at least in part on a communication category of the electronic message and on a messaging thread identifier of the electronic message;

based at least in part on the evaluation, generating a command that is applicable to an internal operation of an organization;

controlling the internal operation in accordance with the command;

with the network-based information system, receiving a response electronic message to the forwarded electronic message, wherein the response electronic message was issued by the recipient computer-implemented process;

evaluating the response electronic message in accordance with the one or more rules related to the message tracking functionality within the network-based information system to determine that the response electronic message is to be sent to the first message application; and

based on the evaluation of the response electronic message, transmitting the response electronic message to the first message application executed by the remote computing system.

2. The method of claim 1, wherein the electronic message is an email message.

3. The method of claim 2, wherein the messaging thread identifier indicates that a source of the electronic message is the remote computing system associated with an employee or a customer of the organization.

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

5. The method of claim 1, wherein the electronic message is generated in response to receiving a message that does not include one or more of the communication category or the messaging thread identifier.

6. The method of claim 1, wherein the communication category includes trouble tickets, and the command results in provision of a helpdesk service or function.

7. The method of claim 1, wherein the communication category includes invitation replies, and the command results in provision of a service or function associated with organizing an event.

8. The method of claim 7, wherein the service or function associated with organizing an event 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.

9. The method of claim 1, wherein evaluation of the rule is based at least in part on the an identity, type, or role of a source of the electronic message or of the recipient computer-implemented process.

10. The method of claim 1, wherein the received electronic message further includes a cryptographic hash code based at least in part on the communication category and the messaging thread identifier.

11. The method of claim 1, wherein the internal operation of the organization includes one or more of resource allocation, inventory management, performing a financial calculation, generating a report, or a calendaring function.

12. The method of claim 1, further comprising processing the received electronic message to identify data to be associated with one or more of the communication category and the messaging thread identifier.

13. The method of claim 12, wherein processing the received electronic message to identify data further comprises identifying one or more keywords contained in the message.

14. 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

receive, with a network-based information system, an electronic message generated by first message application executed by a remote computing system, wherein the first message application is executed independently of the network-based information system;

forward the generated electronic message to a recipient computer-implemented application that is operating outside of the network-based information system;

operate the electronic processor to evaluate the forwarded electronic message in accordance with one or more rules related to a message tracking functionality within the network-based information system, wherein the evaluation is based at least in part on a communication category of the electronic message and on a messaging thread identifier of the electronic message;

based at least in part on the evaluation, generate a command that is applicable to an internal operation of an organization;

control the internal operation in accordance with the command;

receive a response electronic message to the forwarded electronic message, wherein the response electronic message was issued by the recipient computer-implemented process;

evaluate the response electronic message in accordance with the one or more rules related to the message tracking functionality within the network-based information system to determine that the response electronic message is to be sent to the remote computing system; and

based on the evaluation of the response electronic message, transmit the response electronic message to the first message application executed by the remote computing system.

15. The apparatus of claim 14, wherein the electronic message is transmitted by the remote computing system of an employee or a customer of the organization.

16. The method of claim 15, wherein the one or more of the rules are evaluated based at least in part on an identity, type, or role of a source of the electronic message or of the recipient computer-implemented process.

17. The apparatus of claim 14, wherein the one or more rules related to the message tracking functionality includes rules related to one or more of routing, processing, or disposition of the electronic message.

18. The apparatus of claim 14, wherein the communication category includes trouble tickets, and the command results in provision of a helpdesk service or function.

19. The apparatus of claim 14, wherein the communication category includes invitation replies, and the command results in provision of a service or function associated with organizing an event.

20. The apparatus of claim 19, wherein the service or function associated with organizing the event 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.

21. The apparatus of claim 14, wherein the received electronic message further includes a cryptographic hash code based at least in part on the communication category and the messaging thread identifier.

22. The apparatus of claim 14, wherein the internal operation of the organization includes one or more of resource allocation, inventory management, performing a financial calculation, generating a report, or a calendaring function.

23. The apparatus of claim 14,

further comprising processing the received electronic message to identify data to be associated with one or more of the communication category and the messaging thread identifier.

24. The apparatus of claim 23, wherein processing the received electronic message to identify data further comprises identifying one or more keywords contained in the electronic message.