Integrated interface for web based customer care and trouble management
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Feb 22, 2005
Grant Date -
Jul 4, 2002
app pub date -
Sep 24, 1998
filing date -
Dec 29, 1995
priority date (Note) -
Expired
status (Latency Note)
Importance
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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