Apparatus and method for monitoring progress of customer generated trouble tickets

  • US 6,763,333 B2
  • Filed: 12/11/2000
  • Issued: 07/13/2004
  • Est. Priority Date: 03/31/1997
  • Status: Expired due to Term
First Claim
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1. An alerting system for proactively ensuring awareness of data satisfying predetermined alerting criteria, the alerting system comprising:

  • a manager, implemented by a processor, that periodically monitors the data to determine whether the data satisfies the predetermined alerting criteria;

    an alter, implemented by a processor, that sends an alert to a recipient, the recipient being assigned to an escalation level when the manager determines a pending customer generated trouble ticket remains unresolved for a time corresponding to the escalation level; and

    a parser, implemented by a processor, that parses the data to remove extraneous and invalid information and that organizes the data into data records according go a predefined format, the parser transmitting to the manager at a predefined interval, the data records organized according to the predefined format, for monitoring by the manager.

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