Patent ID: 7493366
Filing Date: 2009-02-17
Classification: G02B,G02F,G03H,G06Q

Abstract:
1. A method including one or more computers for processing a customer request relating to a service disruption over a computer network, the method comprising the steps of: receiving a complaint from a complainant about an incident on the computer network; identifying a category of the complaint; validating the complaint; ticketing the validated complaint; identifying a source of the complaint; processing the complaint, including automatically determining whether duplicate complaints exist for the same incident, wherein the duplicate complaints and the complaint each have at least one of a common first line of text in a body of an attachment, a common domain name in a body of an attachment, and a common Internet Protocol (IP) address and timestamp in a body of an attachment; adding the validated complaint to an existing ticket when it is determined that the duplicate complaints exist for the incident, the existing ticket including only the validated complaint and the duplicate complaints associated with the same incident; and sending a message to the source of the complaint.