Patent ID: 7289605
Filing Date: 2007-10-30
Classification: H04M

Abstract:
1. A process for creating and for managing a trouble ticket, the trouble ticket describing a problem in a telecommunications system, the process comprising: communicating with a communications network and receiving a request to create the trouble ticket; creating the trouble ticket to investigate the problem with the telecommunications system; assigning a work item number to the trouble ticket, and work item number comprising a telephone number experiencing the problem with the telecommunications system; and tracking the trouble ticket, from initial creation to final closure, using the assigned work item number; screening the trouble ticket for known indications of the problem in the telecommunications system, wherein screening the trouble ticket includes filtering the trouble ticket for a screening criteria, the screening criteria having a corresponding action; updating the trouble ticket according to the corresponding action, the corresponding action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telecommunications system, whereby the process screens the trouble ticket for known indications of trouble in the telecommunications system.