MALFUNCTION MANAGEMENT DEVICE, MALFUNCTION MANAGEMENT SYSTEM, AND MALFUNCTION MANAGEMENT PROCEDURE USING END-USER LOCATION AS A STARTING POINT

摘要

An incident management apparatus includes: an issue ticket receiving unit that receives a ticket corresponding to the incident, the ticket being issued by the end-user site's computer, with respect to the customer's call center computer; a response receiving unit that receives a response to the ticket issued, the response being sent from the computer of the call center of the customer to the computer of the end-user site; an add-on ticket receiving unit that receives an add-on ticket to which information relating to the same trouble as the ticket can be added, the add-on ticket being issued by the end-user site computer; and an information providing unit that provides a retrieval result in response to an inquiry query for the disturbance sent from the computer.