Apparatus and method for monitoring progress of customer generated trouble tickets

摘要

An alerting system is provided for proactively ensuring awareness of pending trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending trouble tickets and determines whether each pending trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending trouble tickets to remove extraneous and invalid information. The parsing module also organizes the pending trouble tickets into data records according to a predefined format. Subsequently, the parsing module transmits to the manager module at a predefined interval, the data records for monitoring by the manager module.