Method and system for maintenance of network rendering devices

摘要

A method and system for automatically generating a helpdesk ticket when a remote rendering device possesses a series of customer resolvable events within a time period. The helpdesk ticket can be moved into an active state (435) when an alert associated with the customer resolvable events is triggered and the ticket can be moved into a passive state (460) when the alert is no longer triggered for the predefined time period. The helpdesk ticket can be retained (450) in the active state if the fault condition detected for a defined number of times without being out of that state for the predefined time period. A device management module sends a notification indicative on each change of the state associated with the rendering device to a helpdesk unit. The device management module can also reset the time period between alerts if the problem occurs infrequently and the ticket can be automatically closed.