Browse Prior Art Database

Electronic Service Request System

IP.com Disclosure Number: IPCOM000036102D
Original Publication Date: 1989-Sep-01
Included in the Prior Art Database: 2005-Jan-28
Document File: 2 page(s) / 42K

Publishing Venue

IBM

Related People

King, WG: AUTHOR

Abstract

This article describes an Electronic Service Request System (ESRS) developed to facilitate the processing of user-generated requests for data processing user services. These user services may include requests for user ids for access to mainframe computer systems, requests for personal computers and/or personal computer application software, and modifications to the hardware and/or software on the mainframe systems.

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Electronic Service Request System

This article describes an Electronic Service Request System (ESRS) developed to facilitate the processing of user-generated requests for data processing user services. These user services may include requests for user ids for access to mainframe computer systems, requests for personal computers and/or personal computer application software, and modifications to the hardware and/or software on the mainframe systems.

Each request for a data processing user service is initially viewed by a "Service Agent" to ensure completeness. This Service Agent also establishes whether the request is "routine" or "complex." The Electronic Service Request System facilitates implementation of the "routine" user service requests.

ESRS, as shown in the figure, consists of three major components which reside on different host (mainframe) processors:
1. Information/Management Database

The Information/Management Database is the "master"

database containing all service requests (both

"routine" and "complex").
2. Service Request Manager

The Service Request Manager is an application

containing only the active "routine" service requests.

The Service Request Manager application maintains a

relational database in the host environment.
3. Electronic Mail System

The Electronic Mail System facilities are used for

notifying users and implementors of the actions taken

on "routine" service requests.

Application software interconnects these three major components so...