Method and apparatus for managing a computer-based address book for incident-related work

• US 20070162454A1
• Filed: 12/29/2005
• Published: 07/12/2007
• Est. Priority Date: 12/29/2005
• Status: Active Grant

• Current Assignee: Guidewire Software Incorporated
• Original Assignee: Guidewire Software Incorporated
• Inventors: Henrickson, Jeremy, D' Albora, Paul
• Granted Patent: US 7,788,296 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A computer-based processing system (29) for use in managing incident-related work provides an address book (103) containing a plurality of entries that persist independently of incident durations and that comprise contact information for corresponding entities. New contact information is then received (102) via the user interface, stored, and associated with a given incident and as regards an entity. The system then provides for establishing a link (103) between the stored contact information and a corresponding entry in the address book to thereby associate information that corresponds to a same entity, such that the link can facilitate subsequent processing of at least one of an incident and contact information.

Claims

1. A method for use with a computer-based processing system for use in managing incident-related work and that has a user interface, the method comprising:

providing an address book that is accessible to the computer-based processing system, the address book containing a plurality of entries that persist independently of incident durations and wherein at least some of the entries comprise contact information for corresponding entities;

receiving, via the user interface, new contact information associated with a given incident and as regards an entity and storing that contact information to provide stored contact information;

providing for establishing a link between the stored contact information and a corresponding entry in the address book to thereby associate information that corresponds to a same entity, such that the link can facilitate subsequent processing of at least one of an incident and contact information.

2. The method of claim 1 wherein the stored contact information comprises at least one of:

at least one entity name;

a government issued identifying character string;

a date of birth;

a family name;

a state of incorporation;

a marital status;

an age;

a legal status;

an occupation;

a primary business activity;

a former moniker;

a telephone number;

a mailing address;

a location address;

a network address;

a customer-definable field.

3. The method of claim 1 wherein the entity comprises at least one of:

a person;

a business entity;

a limited liability entity.

4. The method of claim 1 further comprising using the link to automatically update at least one of:

the address book to include information in the stored contact information that differs from corresponding information in the corresponding entry in the address book;

the stored contact information to include information from the corresponding entry in the address book that differs from corresponding information in the stored contact information.

5. The method of claim 4 further comprising preventing a user from updating the address book if the user made changes to a linked incident-related contact record which linked incident-related contact record is not initially identical to the corresponding entry in the address book.

6. The method of claim 1 wherein establishing a link comprises providing an indication, via the user interface, to reflect a linked status as corresponds to the stored contact information.

7. The method of claim 6 wherein the linked status shows whether an incident-related contact record is linked to a record in the address book.

8. The method of claim 6 wherein the linked status shows whether information contained in the stored contact information and the corresponding entry in the address book is identical.

9. The method of claim 6 wherein the linked status shows, when the stored contact information and the corresponding entry in the address book are linked but contain differing information, at least one information field that differs as between the stored contact information and the corresponding entry in the address book.

10. The method of claim 6 wherein the linked status shows, when the stored contact information and the corresponding entry in the address book are linked but contain differing information, whether the differing information is due to edits to the stored information or to the corresponding entry in the address book.

11. The method of claim 6 wherein providing an indication, via the user interface, to reflect a linked status further comprises providing an opportunity, via the user interface, to permit a user to unlink the stored contact information from the corresponding entry in the address book.

12. The method of claim 1 wherein providing for establishing a link comprises:

comparing the stored contact information with the entries in the address book to determine a measure of correspondence;

when the measure of correspondence as corresponds to a given entry in the address book at least meets a predetermined level of certainty, automatically linking the stored contact information to the given entry with a link to provide linked information.

13. The method of claim 12 further comprising:

when the measure of correspondence as corresponds to a given entry in the address book does not at least meet the predetermined level of certainty, not linking the stored contact information to the given entry.

14. The method of claim 13 wherein not linking the stored contact information to the given entry further comprises providing an indication, via the user interface, to reflect an unlinked status as corresponds to the stored contact information.

15. The method of claim 12 wherein comparing the stored contact information with the entries in the address book to determine a measure of correspondence comprises:

comparing at least a first preselected information field in the stored contact information against a corresponding field for at least some of the address book entries.

16. The method of claim 15 wherein the first preselected information field comprises a user-selectable preselected information field.

17. The method of claim 15 wherein comparing the stored contact information with the entries in the address book to determine a measure of correspondence further comprises:

when the first preselected information field in the stored contact information matches to at least a predetermined degree of similarity with the corresponding field in a particular address book entry, also determining whether at least one other information field in the stored contact information matches to at least a predetermined degree of similarity with a corresponding field in the particular address book entry.

18. The method of claim 17 wherein the at least one other information field comprises a user-selectable other information field.

19. The method of claim 17 wherein comparing the stored contact information with the entries in the address book to determine a measure of correspondence comprises:

when the at least one other information field in the stored contact information matches to at least the predetermined degree of similarity with a corresponding field in the particular address book entry, determining that the measure of correspondence as corresponds to the given entry in the address book at least meets the predetermined level of certainty.

20. The method of claim 17 wherein comparing the stored contact information with the entries in the address book to determine a measure of correspondence further comprises:

when the at least one other information field in the stored contact information does not match to at least the predetermined degree of similarity with a corresponding field in the particular address book entry, but does match to at least a second predetermined degree of similarity, not automatically linking the stored contact information to the given entry but providing, via the user interface, a user-assertable opportunity to instruct the stored contact information to be linked to the given entry.

21. The method of claim 20 wherein comparing the stored contact information with the entries in the address book to determine a measure of correspondence further comprises:

when the at least one other information field in the stored contact information does not match to at least the predetermined degree of similarity with a corresponding field in the particular address book entry, and furthermore does not match to at least the second predetermined degree of similarity, not automatically linking the stored contact information to the given entry and prohibiting a user from causing, via the user interface, the stored contact information from being linked to the given entry.

22. The method of claim 21 further comprising:

when the at least one other information field in the stored contact information does not match to at least the predetermined degree of similarity with a corresponding field in the particular address book entry, and furthermore does not match to at least the second predetermined degree of similarity, providing a user with an opportunity, via the user interface, to create a new address book entry to contain at least a portion of the stored contact information.

23. The method of claim 22 wherein providing a user with an opportunity comprises determining whether the user has authorization to create the new address book entry and denying the opportunity when such authorization is absent.

24. The method of claim 21 further comprising:

when the at least one other information field in the stored contact information does not match to at least the predetermined degree of similarity with a corresponding field in the particular address book entry, and furthermore does not match to at least the second predetermined degree of similarity, automatically creating a new address book entry to contain at least a portion of the stored contact information.

25. The method of claim 1 further comprising:

receiving modifications to the corresponding entry in the address book;

automatically updating the stored contact information to reflect the modifications.

26. The method of claim 1 further comprising:

displaying linked information via the user interface;

automatically determining whether the linked information is linked to an address book entry that has been deleted;

upon determining that the linked information is linked to an address book entry that has been deleted, automatically unlinking the linked information.

27. The method of claim 1 further comprising:

upon determining that linked information is linked to an address book entry that has been deleted, automatically providing a notice, via the user interface, that the information is no longer linked.

28. The method of claim 1 further comprising:

upon detecting an attempt to delete an address book entry, determining whether the address book entry to be deleted is linked to the stored contact information;

upon determining that the address book entry to be deleted is linked to the stored contact information, preventing deletion of the address book entry.

29. The method of claim 1 wherein the incidents comprise insurance claims.

30. The method of claim 1 wherein the incidents comprise applications for a new insurance policy.

31. The method of claim 1 wherein the incidents comprise insurance policy renewal requests.

32. The method of claim 1 wherein the incidents comprise insurance policy changes.

33. The method of claim 1 further comprising using the link to verify appropriateness of an action to be taken with respect to the given one of the incidents.

34. The method of claim 1 further comprising using the link to use alternative candidate items of information when taking an action with respect to the given one of the incidents.

35. The method of claim 1 further comprising using the link to use an aggregated compilation of related items of information when taking an action with respect to the given one of the incidents.

36. The method of claim 1 further comprising using the link to update contact information as appears in each of a plurality of incidents that are each linked to a common address book entry with information from the common address book entry.

37. An incident-related work management computer-based processing system comprising:

a first memory having an address book stored therein, wherein the address book contains a plurality of entries that persist independently of incident durations and wherein at least some of the entries comprise contact information for corresponding entities;

a second memory having new contact information associated with a given incident and as regards an entity stored therein and as received via a user interface to provide stored contact information; and

a link establisher circuit operably coupled to the first memory and the second memory that is configured and arranged to provide for establishing a link between the stored contact information and a corresponding entry in the address book to thereby associate information that corresponds to a same entity, such that the link can facilitate subsequent processing of at least one of an incident and contact information.

38. The incident-related work management computer-based processing system of claim 37 wherein the link establisher circuit comprises a processing platform.

39. The incident-related work management computer-based processing system of claim 38 wherein the processing platform further comprises an updating circuit configured and arranged to use the link to automatically update at least one of:

the address book to include information in the stored contact information that differs from corresponding information in the corresponding entry in the address book;

the stored contact information to include information from the corresponding entry in the address book that differs from corresponding information in the stored contact information.

40. The incident-related work management computer-based processing system of claim 37 wherein the link establisher circuit is further configured and arranged to provide for establishing a link by:

comparing the stored contact information with the entries in the address book to determine a measure of correspondence;

when the measure of correspondence as corresponds to a given entry in the address book at least meets a predetermined level of certainty, automatically linking the stored contact information to the given entry with a link to provide linked information.

41. The incident-related work management computer-based processing system of claim 37 further comprising:

a display operably coupled to the link establisher circuit.

42. The incident-related work management computer-based processing system of claim 41 wherein the display selectively displays at least one of:

linked information;

a notice regarding severance of the link;

a linked status indication;

an unlinking opportunity;

an unlinked status indication.

43. The incident-related work management computer-based processing system of claim 37 wherein the link establisher circuit comprises means for establishing a link between the stored contact information and a corresponding entry in the address book to thereby associate information that corresponds to a same entity, such that the link can facilitate subsequent processing of at least one of an incident and contact information.

44. A computer memory having computer instructions stored therein for use with a computer-based processing system for use in managing incident-related work and that has a user interface, the computer instructions providing for:

providing an address book that is accessible to the computer-based processing system, the address book containing a plurality of entries that persist independently of incident durations and wherein at least some of the entries comprise contact information for corresponding entities;

receiving, via the user interface, new contact information associated with a given incident and as regards an entity and storing that contact information to provide stored contact information;

providing for establishing a link between the stored contact information and a corresponding entry in the address book to thereby associate information that corresponds to a same entity, such that the link can facilitate subsequent processing of at least one of an incident and contact information.