Method and system for providing customer controlled notifications in a managed network services system

1. A method comprising:

creating a workflow event, based on a flag set in accordance with a customer preference, in response to an alarm indicative of a fault within a customer network that is monitored by a service provider, wherein the workflow event is used to provide isolation and recovery of the fault; and

generating a notification message, including information about the customer network during the isolation and recovery of the fault, for transmission according to a notification parameter specified by a user.

2. A method according to claim 1 , wherein the notification parameter is specified by the user via a browser interface.

3. A method according to claim 1 , wherein the notification parameter specifies an agent designated to receive the notification message and mode of contacting the agent.

4. A method according to claim 3 , wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

5. A method according to claim 1 , wherein the notification parameter includes a schedule for receiving the notification message and frequency of updates of the notification message.

6. A method according to claim 1 , further comprising:

automatically initiating testing of network elements within the customer network to isolate the fault, and the notification message specifies an event associated with the testing.

7. A method according to claim 1 , further comprising:

waiting for a response to the notification message from the user.

8. A method according to claim 1 , wherein the fault is associated with a parent root cause alarm and one or more child alarms, the method further comprising:

adding the child alarms to the workflow event.

9. A method according to claim 8 , further comprising:

waiting a configurable time period;

if the parent root cause alarm or the one or more child alarms is outstanding after the configurable time period, continuing with the workflow event, and,

if the parent root cause alarm or the one or more child alarms is not outstanding, after the configurable time period, closing the workflow event and releasing the parent root cause alarm or the one or more child alarms by removing the corresponding alarm or alarms from a user display.

10. An apparatus comprising:

a workflow engine configured to create a workflow event, based on a flag set in accordance with a customer preference, in response to an alarm indicative of a fault within a customer network that is monitored by a service provider, wherein the workflow event is used to provide isolation and recovery of the fault; and

an automation engine configured to generate a notification message, including information about the customer network during the isolation and recovery of the fault, for transmission according to a notification parameter specified by a user.

11. An apparatus according to claim 10 , wherein the notification parameter is specified by the user via a browser interface.

12. An apparatus according to claim 10 , wherein the notification parameter specifies an agent designated to receive the notification message and mode of contacting the agent.

13. An apparatus according to claim 12 , wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

14. An apparatus according to claim 10 , wherein the notification information includes a schedule for receiving the notification message and frequency of updates of the notification message.

15. An apparatus according to claim 10 , wherein the automation engine is further configured to automatically initiate testing of network elements within the customer network to further isolate the fault, and the notification message specifies an event associated with the testing.

16. An apparatus according to claim 10 , wherein the automation engine is further configured to wait for a response to the notification message from the user.

17. An apparatus according to claim 10 , wherein the fault is associated with a parent root cause alarm and one or more child alarms, and the workflow engine is further configured to add the child alarms to the workflow event.

18. A method comprising:

accessing a customer portal configured to permit specifying how one or more notifications are provided to the user, wherein the customer portal is configured to receive a notification message from a platform configured to create a workflow event, based on a flag set in accordance with a customer preference, in response to an alarm indicative of a fault within a subscriber network, wherein isolation and recovery of the fault is performed according to the workflow event, the notification message including information about the customer network during the isolation and recovery of the fault; and

receiving the one or more notifications.

19. A method according to claim 18 , wherein the customer portal is accessed using a browser application.

20. An apparatus comprising:

a communication interface configured to access a customer portal that is configured to permit specifying how one or more notifications are provided to the user,

wherein the customer portal is configured to receive a notification message from a platform configured to create a workflow event, based on a flag set in accordance with a customer preference, in response to an alarm indicative of a fault within a subscriber network,

wherein isolation and recovery of the fault is performed according to the workflow event, the notification message including information about the customer network during the fault isolation and recovery process.

21. An apparatus according to claim 20 , further comprising:

a processor configured to execute a browser application used to communicate with the customer portal.