| 摘要 |
<p>A system and method for opening and tracking trouble tickets (400) over the public Internet. A customer service management system (20) provides information included within a customer profile record (500) to a Web enabled infrastructure which is accessible by a remote customer workstation (10) having a Web browser (14) and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket (400). Once a trouble ticket (400) is opened, the customer workstation (10) tracks the existing trouble tickets (400) through a browser based graphical user interface 56(a), (b). The graphical user interface 56(a), (b) provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.</p> |
