Browse Prior Art Database

Help Desk Logging Coordination Procedure

IP.com Disclosure Number: IPCOM000117611D
Original Publication Date: 1996-Apr-01
Included in the Prior Art Database: 2005-Mar-31
Document File: 2 page(s) / 66K

Publishing Venue

IBM

Related People

Evans, TG: AUTHOR [+5]

Abstract

A method for updating a host problem management data base from a help desk client/server environment is disclosed. This update procedure accommodates the processing of high priority call records first and uses a series of queues to efficiently utilize machine resources.

This text was extracted from an ASCII text file.
This is the abbreviated version, containing approximately 53% of the total text.

Help Desk Logging Coordination Procedure

      A method for updating a host problem management data base from
a help desk client/server environment is disclosed.  This update
procedure accommodates the processing of high priority call records
first and uses a series of queues to efficiently utilize machine
resources.

      This methodology describes a client/server solution for
processing call record information locally on a server machine and
updating a host data base to reflect the call activity.  This design
consists of an inbound queue manager process that receives call
records from client machines on a Local Area Network (LAN), a series
of data queues used by the inbound queue manager, and an outbound
queue monitor process that deques work and passes record
create/update requests to the host data base using a network
protocol.

      As each help desk client machine generates call records from
customer calls, the records are forwarded to the server machine
through the LAN.  Each record is received by the inbound queue
manager on the server and is examined.  The customer location and
other criteria are extracted from the record and are used to select
which host data base receives the record.  The ID of the host is
placed into the call record data, the record is logged to the call
management data base, and a record ID is assigned.  The call priority
of the record, set by the client, is also extracted and used to
determine which queue will be used to pa...