G - Physics – 06 – F
Patent
G - Physics
06
F
G06F 17/30 (2006.01) G06Q 10/00 (2006.01)
Patent
CA 2324755
A Help Desk tracking method and system tracking problem reports and providing solutions to reported problems. The system includes a primary database, a Problem Record Database for maintaining all the incoming Problem Reports (PRs) from customers. The Problem Records are analyzed in turn, and linked entries are made in a secondary database, the Reference Library Database, with any identified solutions being maintained in a Solutions Database, also included in the Reference Library Database. Each resulting solution can be sent back to the requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative (CSR) to report the solution. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, to insure that links are no more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
Joshi Rajiv V.
Joshi Suchitra R.
Chan Bill W.k.
International Business Machines Corporation
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