IP Library › Granted Patent US 8,015,223
Granted Patent B1
US 8,015,223 · App. 12/123,143 · Granted Sep 6, 2011

System and method for the translation of telecommunications trouble tickets

View Patent ↗
Loading inventors, assignments & file history…
Monitor This Case
Get email alerts when status or documents change.
Order Certified Copies
Most orders are placed with the USPTO same day — all within 24 business hours.
Order via The Patent Place →
Pre-filled with this patent's details
Quick Facts
Patent No.
US 8,015,223
App. No.
12/123,143
Granted
Sep 6, 2011
Kind
B1
Abstract

A computer system is configured to translate telecommunications trouble tickets. The computer system receives a native telecommunications trouble ticket from a first telecommunications trouble ticket system, and translates the native telecommunications trouble ticket into a master telecommunications trouble ticket. The computer system then stores first data from the native telecommunications trouble ticket in a database, and retrieves second data related to the native telecommunications trouble ticket from the database. Next, the computer system merges at least some of the second data into the master telecommunications trouble ticket, translates the master ticket into a first enhanced telecommunications trouble ticket configured for use by the first telecommunications trouble ticket system, and sends the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

Claims (92)

1. A method for operating a computer system for the translation of telecommunications trouble tickets comprising:

receiving a native telecommunications trouble ticket, which includes information concerning a problem that occurred for a user of a telecommunications system, from a first telecommunications trouble ticket system;

translating the native telecommunications trouble ticket into a master telecommunications trouble ticket comprising additional data fields for other information in addition to the information from the native telecommunications trouble ticket;

storing first data, which includes at least some of the information from the native telecommunications trouble ticket, in a database;

retrieving second data, which includes additional information related to the native telecommunications trouble ticket, from the database;

merging at least some of the second data into the master telecommunications trouble ticket comprising populating the additional data fields with the additional information retrieved from the second data;

translating the master ticket into a first enhanced telecommunications trouble ticket that includes the information from the native telecommunications trouble ticket and the additional information from the second data configured for use by the first telecommunications trouble ticket system; and

sending the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

2. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 1 , further comprising:

selecting a second telecommunications trouble ticket system based on the native telecommunications trouble ticket;

translating the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket configured for use by the second telecommunications trouble ticket system; and

sending the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

3. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 2 ,

wherein the native telecommunications trouble ticket is in a first language; and

wherein translating the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket includes translating data from the master telecommunications trouble ticket in the first language into a second language.

4. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 2 , further comprising:

receiving a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translating the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

sending the second close telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

5. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 2 , further comprising:

receiving a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the second telecommunications trouble ticket system;

translating the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the first enhanced telecommunications trouble ticket for the first telecommunications trouble ticket system; and

sending the second close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

6. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 2 , further comprising:

receiving a first modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translating the first modify telecommunications trouble ticket instruction into a second modify telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

sending the second modify telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

7. The method for operating a computer system for the translation of telecommunications trouble tickets of claim 2 , further comprising:

receiving a first modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the second telecommunications trouble ticket system;

translating the first modify telecommunications trouble ticket instruction into a second modify telecommunications trouble ticket instruction configured for the first enhanced telecommunications trouble ticket for the first telecommunications trouble ticket system; and

sending the second modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

8. A computer system comprising:

a storage system containing software and a database; and

a processing system coupled to the storage system;

wherein the processing system is instructed by the software to:

receive a native telecommunications trouble ticket, which includes information concerning a problem that occurred for a user of a telecommunications system, from a first telecommunications trouble ticket system;

translate the native telecommunications trouble ticket into a master telecommunications trouble ticket comprising additional data fields for other information in addition to the information from the native telecommunications trouble ticket;

store first data, which includes at least some of the information from the native telecommunications trouble ticket, in the database;

retrieve second data, which includes additional information related to the native telecommunications trouble ticket, from the database;

merge at least some of the second data into the master telecommunications trouble ticket comprising populating the additional data fields with the additional information retrieved from the second data;

translate the master telecommunications trouble ticket into a first enhanced telecommunications trouble ticket that includes the information from the native telecommunications trouble ticket and the additional information from the second data configured for use by the first telecommunications trouble ticket system; and

send the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

9. The computer system of claim 8 , wherein the processing system is further instructed by the software to:

select a second telecommunications trouble ticket system based on the native telecommunications trouble ticket;

translate the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket configured for use by the second telecommunications trouble ticket system; and

send the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

10. The computer system of claim 9 ,

wherein the native telecommunications trouble ticket is in a first language; and

wherein to translate the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket, the processing system is instructed by the software to translate data from the master telecommunications trouble ticket in the first language into a second language.

11. The computer system of claim 9 , wherein the processing system is further instructed by the software to:

receive a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translate the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

send the second close telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

12. The computer system of claim 9 , wherein the processing system is further instructed by the software to:

receive a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the second telecommunications trouble ticket system;

translate the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the first enhanced telecommunications trouble ticket for the first telecommunications trouble ticket system; and

send the second close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

13. The computer system of claim 9 , wherein the processing system is further instructed by the software to:

receive a first modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translate the first modify telecommunications trouble ticket instruction into a second modify telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

send the second modify telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

14. The computer system of claim 9 , wherein the processing system is further instructed by the software to:

receive a first modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the second telecommunications trouble ticket system;

translate the first modify telecommunications trouble ticket instruction into a second modify telecommunications trouble ticket instruction configured for the first enhanced telecommunications trouble ticket for the first telecommunications trouble ticket system; and

send the second modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

15. A computer-readable medium having instructions stored thereon for operating a computer system, wherein the instructions, when executed by the computer system, direct the computer system to:

receive a native telecommunications trouble ticket, which includes information concerning a problem that occurred for a user of a telecommunications system, from a first telecommunications trouble ticket system;

translate the native telecommunications trouble ticket into a master telecommunications trouble ticket comprising additional data fields for other information in addition to the information from the native telecommunications trouble ticket;

store first data, which includes at least some of the information from the native telecommunications trouble ticket, in a database;

retrieve second data, which includes additional information related to the native telecommunications trouble ticket, from the database;

merge at least some of the data retrieved from the database into the master telecommunications trouble ticket comprising populating the additional data fields with the additional information retrieved from the second data;

translate the master telecommunications trouble ticket into a first enhanced telecommunications trouble ticket that includes the information from the native telecommunications trouble ticket and the additional information from the second data configured for use by the first telecommunications trouble ticket system; and

send the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

16. The computer-readable medium of claim 15 , wherein the instructions, when executed by the computer system, further direct the computer system to:

select a second telecommunications trouble ticket system based on the first enhanced telecommunications trouble ticket;

translate the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket configured for use by the second telecommunications trouble ticket system; and

send the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

17. The computer-readable medium of claim 16 ,

wherein the native telecommunications trouble ticket is in a first language; and

wherein to translate the master telecommunications trouble ticket into a second enhanced telecommunications trouble ticket, the instructions, when executed by the computer system, further direct the computer system to translate data from the master telecommunications trouble ticket in the first language into a second language.

18. The computer-readable medium of claim 16 , wherein the instructions, when executed by the computer system, further direct the computer system to:

receive a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translate the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

send the second close telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

19. The computer-readable medium of claim 16 , wherein the instructions, when executed by the computer system, further direct the computer system to:

receive a first close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the second telecommunications trouble ticket system;

translate the first close telecommunications trouble ticket instruction into a second close telecommunications trouble ticket instruction configured for the first enhanced telecommunications trouble ticket for the first telecommunications trouble ticket system; and

send the second close telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

20. The computer-readable medium of claim 16 , wherein the instructions, when executed by the computer system, further direct the computer system to:

receive a first modify telecommunications trouble ticket instruction for the first enhanced telecommunications trouble ticket from the first telecommunications trouble ticket system;

translate the first modify telecommunications trouble ticket instruction into a second modify telecommunications trouble ticket instruction configured for the second enhanced telecommunications trouble ticket for the second telecommunications trouble ticket system; and

send the second modify telecommunications trouble ticket instruction for the second enhanced telecommunications trouble ticket to the second telecommunications trouble ticket system.

Assignments (3)
TERMINATION AND RELEASE OF FIRST PRIORITY AND JUNIOR PRIORITY SECURITY INTEREST IN PATENT RIGHTS Recorded Apr 2, 2020
From: DEUTSCHE BANK TRUST COMPANY AMERICAS
To: SPRINT COMMUNICATIONS COMPANY L.P.
Reel/Frame 052969/0475 →
GRANT OF FIRST PRIORITY AND JUNIOR PRIORITY SECURITY INTEREST IN PATENT RIGHTS Recorded Mar 6, 2017
From: SPRINT COMMUNICATIONS COMPANY L.P.
To: DEUTSCHE BANK TRUST COMPANY AMERICAS
Reel/Frame 041895/0210 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded May 19, 2008
From: DERODES, SAMUEL B.; SUTHERLAND, BARRY K.; DOBBS, DANIEL G.
To: SPRINT COMMUNICATIONS COMPANY L.P.
Reel/Frame 020967/0477 →