Browse Prior Art Database

ActivePMR: A System for Automatic, Personalized Management of Problem Management Records (PMRs)

IP.com Disclosure Number: IPCOM000189476D
Original Publication Date: 2009-Nov-10
Included in the Prior Art Database: 2009-Nov-10
Document File: 2 page(s) / 31K

Publishing Venue

IBM

Abstract

Traditionally, a member of the response team has to spend invaluable cycles searching through the Retain database to determine all the PMRs that are directed at him or his area of expertise. This process is often time-consuming and frustrating.

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ActivePMR

ActivePMRActivePMR:

::: A System for AutomaticA System for AutomaticA System for Automatic

A System for Automatic ,

,,, Personalized Management of ProblemPersonalized Management of ProblemPersonalized Management of Problem

Personalized Management of Problem

Management Records

Management RecordsManagement Records

((((PMRsPMRsPMRs

PMRs)

))

The system is described in Figure 1

Figure

1:

ActivePMR System Architecture

Here are the series of steps involved:

API call to access Retain database and search for all PMRs for a person based on his/her ownID or resID.

The PMRs show up in email format in a separate database than the email database.

API call to get OPEN PMRs for Retain database.

The resulting information is added to a database in Lotus notes as a clickable entry. Information displayed for each PMR before it is opened: (headline information)

API calls to get PMR number, contact info, contact method, description, customer's timezone, arrival on queue, time left to make contact, status {new, opened, responded} API call to calculate time elapse - based on the IBM process, if contact was not made in time, the background of entry to database will be red to indicate a miss/late.

Drop down list of associated files.

When PMR entry is opened:

    API call to get all the info from PMR If a secondary is generated:

Entry will appear in database. When...