Browse Prior Art Database

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



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. This system aims to automate this process and ease this burden from the agent. A survey of comparable systems for Lotus Notes yielded no results. However, there has been work in the broader community on using a ladder based mechanism to enable problem identification. Our invention addresses a different problem in the problem management space. Causal ladder mechanism for proactive problem determination, avoidance and recovery,-avoidance-and-recovery-dt20080417ptan20080091384.php

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The system is described in 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...