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    • 3. 发明申请
    • System and method of managing events on multiple problem ticketing system
    • 在多个问题票务系统上管理事件的系统和方法
    • US20070112947A1
    • 2007-05-17
    • US11274841
    • 2005-11-15
    • Eric AndersonKenneth BeckerRhonda ChildressJames RiosaSandra Schlosser
    • Eric AndersonKenneth BeckerRhonda ChildressJames RiosaSandra Schlosser
    • G06F15/173
    • H04L41/5074
    • The “Multiple Problem Ticket Creation Tool” (MPTCT) creates problem tickets on a network connected by an enterprise services bus having servers on the network with different problem ticketing systems. The MPTCT receives an original problem ticket, converts the original problem ticket to an XML or other format, determines which problem ticketing system is responsible for fixing the problem, determines which problem ticketing system are affected by the problem, creates an authoritative ticket on the responsible problem ticketing system, creates an informational ticket on every ticketing system affected by the problem, maps a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems, tracks callbacks from each problem ticketing system, updates each related problem ticket with the callback information, and closes each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.
    • “多问题票创建工具”(MPTCT)在由具有不同问题票务系统的网络服务器的企业服务总线连接的网络上创建问题票据。 MPTCT收到原始问题单,将原始问题票据转换为XML或其他格式,确定哪个问题票务系统负责解决问题,确定哪个问题票务系统受到问题的影响,为负责人创建权威机票 问题票务系统,在受问题影响的每个票务系统上创建一张信息票,将原始问题票据与在其他问题票务系统上创建的相关问题票据之间的跟踪号码映射,跟踪每个问题票务系统的回拨,更新每个相关问题 具有回拨信息的票据,并在权威问题单关闭时关闭每个相关的信息问题单和原始问题票。