INTEGRATED INTERFACE FOR WEB BASED CUSTOMER CARE AND TROUBLE MANAGEMENT

摘要

A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system (40) provides information included within a customer profile record to a Web enabled infrastructure (30) which is accessible by a remote customer workstation (20) having a web browser (14) and Internet access (15). The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation (20) tracks the existing trouble tickets through a browser based graphical user interface (240). The graphical user interface (240) 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.