Maintenance support for high priority customers
View Patent ↗A method includes receiving a problem ticket, which contains a priority level indicator and a customer identifier, that describes a telecommunications network event such as a problem. The problem ticket is associated with and transmitted to a workcenter and a portion within the workcenter based on at least any one of the priority level indicator and the customer identifier. Other personnel are notified about the problem ticket based on the priority level indicator and the customer identifier.
1. A method comprising:
receiving a problem ticket associated with a telecommunications network event, the problem ticket being associated with a priority level indicator and a customer identifier;
associating the problem ticket with a workcenter selected from a plurality of workcenters having different priority levels based on at least any one of the priority level indicator and the customer identifier; and
transmitting the problem ticket to a portion of the workcenter based on at least any one of the priority level indicator and the customer identifier.
2. The method of claim 1 , wherein the priority level indicator and the customer identifier are associated with the problem ticket when the problem ticket is created.
3. The method of claim 1 , further comprising sending a notification to a targeted audience based on at least any one of the customer identifier and the priority level indicator.
4. The method of claim 1 , wherein the priority level indicator is an alphanumeric code contained in the problem ticket.
5. The method of claim 1 , wherein the customer identifier is an alphanumeric code contained in the problem ticket.
6. The method of claim 1 , further comprising updating the priority level indicator in the problem ticket.
7. The method of claim 1 , further comprising updating the customer identifier in the problem ticket.
8. The method of claim 1 , wherein the associating the problem ticket with the workcenter based on at least any one of the priority level indicator and the customer identifier is dynamically executed.
9. The method of claim 8 , wherein the dynamic execution is based on a capacity analysis.
10. The method of claim 1 , wherein the workcenter is a telecommunications network workcenter.
11. The method of claim 1 , wherein the priority level indicator and the customer identifier are contained in a combined identifier.
12. The method of claim 1 , wherein the priority level indicator is assigned a default priority level indicator when the value of the priority level indicator is empty.
13. The method of claim 1 , wherein the customer identifier is assigned a default customer identifier when the value of the customer identifier is empty.
14. The method of claim 1 , wherein the portion of the workcenter is the default portion of the workcenter when the value is empty for at least any one of the priority level indicator and the customer identifier.
15. The method of claim 1 , wherein the problem ticket associated with the telecommunications network event is an alarm message.
16. The method of claim 1 , wherein the problem ticket contains a multiplicity of customer identifiers.
17. The method of claim 1 , wherein the problem ticket contains a multiplicity of priority level indicators.
18. The method of claim 1 , wherein the telecommunications network event is a telecommunications network problem.
19. The method of claim 1 , wherein the problem ticket is a child problem ticket.