Integrated interface for Web based customer care and trouble man

Details Integrated interface for Web based customer care and trouble man Integrated interface for Web based customer care and trouble man

1998-09-24

2000-02-29

MacDonald, Allen R.

Electrical computers and digital processing systems: multicomput

Computer network managing

705 8, 707 10, G06F 1760

Patent

active

060321849

ABSTRACT:
A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.

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