Dynamic filters for posted event messages initiated automatically by equipment
View Patent ↗A system and method is disclosed for improving the efficiency of a service department when maintaining equipment. The equipment performs self-diagnosis and periodically reports a problem or other event by automatically generating an event code indicating that an event has occurred that requires maintenance of the equipment. The system then automatically posts initial information about the event on a secure message board, such as within the company's website, for access by one or more authorized personnel via a network. The event code is applied to a look-up table pre-programmed with rules identifying authorizations of certain personnel to receive posted information about the event and to contribute to a posting thread. A communications controller then applies the rules to the thread as the event is being resolved by the authorized personnel. Authorized personnel are allowed to dynamically modify the rules after the posting of the initial information.
1. A method performed by a system for aiding in the resolution of an event requiring maintenance of equipment, the method comprising:
automatically generating an event code associated with equipment indicating that an event has occurred that requires maintenance of the equipment;
automatically posting initial information about the event on a communications site for access by one or more authorized personnel via a network;
applying the event code to a look-up table pre-programmed with rules identifying authorizations of certain personnel to receive posted information regarding the event and to contribute to a posting thread originated by the posted initial information, wherein the rules identify at least: 1) initial recipients of the post identifying the initial information about the event, where the initial recipients do not all receive a full thread, and 2) personnel who are allowed to contribute to the thread, which are a subset of the initial recipients;
automatically informing authorized personnel of the event in accordance with the rules;
allowing authorized personnel, as determined by the rules, to participate in the thread in furtherance of resolving the event; and
allowing authorized personnel to dynamically modify the rules after the posting of the initial information, wherein dynamically modifying the rules comprises the authorized personnel changing the rules relating to personnel other than the authorized personnel.
2. The method of claim 1 wherein the step of automatically posting initial information about the event on a communications site comprises automatically posting the initial information about the event on a message board in a web site via the Internet.
3. The method of claim 1 wherein the step of automatically posting initial information about the event on a communications site comprises automatically posting the initial information about the event on a message board in a private communications network.
4. The method of claim 1 wherein the step of allowing authorized personnel to dynamically modify the rules after the posting of the initial information comprises allowing authorized personnel to change recipients of the posting thread after the posting of the initial information.
5. The method of claim 1 wherein the event code comprises a malfunction code.
6. The method of claim 1 wherein the certain personnel comprise technical support personnel.
7. The method of claim 1 wherein the event code is generated by a server.
8. The method of claim 1 wherein the step of allowing authorized personnel, as determined by the rules, to participate in the thread in furtherance of resolving the event is performed by a communications controller that enforces the rules in the look-up table.
9. The method of claim 1 wherein different authorized personnel are identified by the rules for different event codes.
10. The method of claim 1 wherein the event codes identify specific equipment and a particular issue concerning the equipment.
11. The method of claim 1 wherein the rules identify at least: 1) initial recipients of the post identifying the initial information about the event; 2) personnel who are allowed to contribute to the thread; 3) recipients of the full thread; and 4) personnel who are allowed to dynamically change the participants in the thread.
12. The method of claim 1 wherein the authorized personnel comprise groups of personnel.
13. A system for aiding in the resolution of an event requiring maintenance of equipment, the system comprising:
first equipment automatically generating an event code indicating that an event has occurred that requires maintenance of the first equipment;
a communications controller, which is connected to receive the event code and apply the event code to a look-up table pre-programmed with rules identifying authorizations of certain personnel to receive posted information regarding the event and to contribute to a posting thread regarding the event, wherein the rules identify at least: 1) initial recipients of the post identifying the initial information about the event, where the initial recipients do not all receive a full thread, and 2) personnel who are allowed to contribute to the thread, which are a subset of the initial recipients;
the communications controller being configured to automatically post initial information about the event on a communications site for access by one or more authorized personnel via a network, according to the rules identified in the look-up table;
the communications controller being configured to allow authorized personnel, as determined by the rules, to participate in the thread in furtherance of resolving the event the rules; and
the communications controller being configured to allow authorized personnel to dynamically modify the rules after the posting of the initial information, wherein dynamically modifying the rules comprises the authorized personnel changing the rules relating to personnel other than the authorized personnel.
14. The system of claim 13 wherein the communications controller is configured to post initial information about the event on a message board in a web site via the Internet.
15. The system of claim 13 wherein the communications controller is configured to post initial information about the event on a message board in a private communications network.
16. The system of claim 13 wherein the communications controller is configured to allow authorized personnel to change recipients of the posting thread after the posting of the initial information.
17. The system of claim 13 wherein the event code comprises a malfunction code.
18. The system of claim 13 wherein different authorized personnel are identified by the rules for different event codes.
19. The system of claim 13 wherein the rules identify at least: 1) initial recipients of the post identifying the initial information about the event; 2) personnel who are allowed to contribute to the thread; 3) recipients of the full thread; and 4) personnel who are allowed to dynamically change the participants in the thread.
20. The system of claim 13 wherein the first equipment comprises a server.