06032184 is referenced by 129 patents and cites 67 patents.

A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.

Title
Integrated interface for Web based customer care and trouble management
Application Number
581728
Publication Number
6032184
Application Date
September 24, 1998
Publication Date
February 29, 2000
Inventor
Suma P Patil
Apex
NC, US
David Todd Miller
Fuquay-Varina
NC, US
Isaac A Kunkel III
Apex
NC, US
Timothy John Cogger
Chapel Hill
NC, US
Assignee
MCI WorldCom
MS, US
IPC
G06F 17/60
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