公开(公告)号：US20070133755A1

公开(公告)日：2007-06-14

申请号：US11638909

申请日：2006-12-14

申请人： David Jean ,  Judy Marcopulos ,  Rita Scherer

发明人： David Jean ,  Judy Marcopulos ,  Rita Scherer

IPC分类号： H04M1/24 ,  H04M3/08 ,  H04M3/22

CPC分类号： H04M3/51 ,  H04M3/08 ,  H04M3/22 ,  H04M3/247 ,  H04M3/26 ,  H04M3/493 ,  H04M2203/1058

摘要： Processes and systems are disclosed for creating and for managing trouble tickets and work orders. One embodiment includes communicating with a communications network and receiving a request to create a trouble ticket. The trouble ticket is created to investigate a problem with a communications system. The trouble ticket is assigned a work item number, with the work item number including a telephone number experiencing the problem with the communications system. The trouble ticket is tracked, from initial creating to final closure, using the assigned work item number.

摘要翻译： 公开了用于创建和管理故障单和工单的过程和系统。 一个实施例包括与通信网络通信并接收创建故障单的请求。 创建故障单以调查通信系统的问题。 为故障单分配了一个工作号码，工作号码包括一个遇到通信系统问题的电话号码。 使用分配的工作项目编号跟踪故障单，从初始创建到最终关闭。

公开(公告)号：US20080097780A1

公开(公告)日：2008-04-24

申请号：US11956966

申请日：2007-12-14

申请人： Michael Boetje ,  Rita Scherer

发明人： Michael Boetje ,  Rita Scherer

IPC分类号： G06Q10/00

CPC分类号： G06Q10/10 ,  G06Q10/20 ,  H04M3/22 ,  H04M7/12

摘要： A network administration system includes an Internet-based repair (eRepair) subsystem that is configured to accept customer trouble reports related to a network and to provide customer trouble report status information to customers. The administration system also includes a Work Force and Administration-Control (WFA/C) subsystem that is configured to manage repair services that are performed on the network in response to the customer trouble reports. A repair status update system, method and/or computer program product is configured to automatically send a status change message from the WFA/C subsystem to the eRepair subsystem upon occurrence of a change in a status of a customer trouble report in the WFA/C subsystem as a result of repair services that are performed on the network. The customer trouble report status information is updated in response to receipt of the status change message.

摘要翻译： 网络管理系统包括基于因特网的修复（eRepair）子系统，其被配置为接收与网络相关的客户故障报告，并向客户提供客户故障报告状态信息。 管理系统还包括一个工作队伍和管理控制（WFA / C）子系统，用于管理在网络上执行的修复服务，以响应客户故障报告。 修复状态更新系统，方法和/或计算机程序产品被配置为在WFA / C中的客户故障报告的状态发生变化时自动地将状态改变消息从WFA / C子系统发送到eRepair子系统 作为在网络上执行的修复服务的结果的子系统。 响应于接收到状态改变消息来更新客户故障报告状态信息。

公开(公告)号：US20060182230A1

公开(公告)日：2006-08-17

申请号：US11348800

申请日：2006-02-07

申请人： Michael Boetje ,  Rita Scherer

发明人： Michael Boetje ,  Rita Scherer

IPC分类号： H04M3/22

CPC分类号： G06Q10/10 ,  G06Q10/20 ,  H04M3/22 ,  H04M7/12

摘要： A network administration system includes an Internet-based repair (eRepair) subsystem that is configured to accept customer trouble tickets related to a network and to provide customer trouble ticket status information to customers. The administration system also includes a Work Force and Administration-Control (WFA/C) subsystem that is configured to manage repair services that are performed on the network in response to the customer trouble tickets. A repair status update system, method and/or computer program product is configured to automatically push a status change message from the WFA/C subsystem to the eRepair subsystem upon occurrence of a change in a status of a customer trouble ticket in the WFA/C subsystem as a result of repair services that are performed on the network. The customer trouble ticket status information is updated in response to receipt of the status change message.

摘要翻译： 网络管理系统包括基于因特网的修复（eRepair）子系统，其被配置为接收与网络相关的客户故障单，并向客户提供客户故障单状态信息。 管理系统还包括一个工作队伍和管理控制（WFA / C）子系统，用于管理在网络上执行的修复服务，以响应客户故障单。 维修状态更新系统，方法和/或计算机程序产品被配置为在WFA / C中的客户故障单的状态发生变化时自动将状态改变消息从WFA / C子系统推送到eRepair子系统 作为在网络上执行的修复服务的结果的子系统。 响应于接收到状态改变消息更新客户故障单状态信息。