Patent ID: 8185897
Filing Date: 2012-05-22
Classification: G06Q

Abstract:
1. A method comprising: receiving, over a network, a message that describes a task; creating a new task object based on the message; obtaining, from the message, a parameter identifier of at least one parameter, associated with the task, and a value associated with the at least one parameter, to generate a parameter identifier-value pair associated with the new task object; performing a lookup, in a database, based on the parameter identifier to identify a routing rule that indicates a group or a user to which to route the task; obtaining, from the message, a task code to be written to the new task object; determining whether the message indicates that the task includes performing a follow up task or a new task; discarding the new task object when the message does not indicate that the task includes a follow up task or a new task; when the message indicates that the task includes a follow up task, determining, based on the parameter identifier-value pair, whether another task corresponds to the follow up task; discarding the new task object when no other task corresponds to the follow up task; performing the follow up task, to verify a performance of the other task, when the other task corresponds to the follow up task; and creating, when the task is a new task, a ticket object based on the new task object for tracking the task, wherein the database stores information associated with an action related to the ticket object in a global action table associated with a state of the new task object.