Patent ID: 8799907

Claim:
A method comprising: creating a new task object based on contents of a message related to a task, wherein the message is received via a network; obtaining, from the message, a parameter and an associated value related to the task; mapping the parameter to a parameter identifier of a plurality of parameter identifiers in a database; determining a routing rule, for routing the new task object, that corresponds to the parameter identifier; generating, based on the message, a task code to be written to the new task object; performing, when the task comprises a follow-up to an associated task, verification of a performance of the associated task; discarding the new task object when no other task corresponds to the follow-up; assigning, when the task comprises a new task, the new task to a select queue for processing, based on the routing rule; creating, based on new task object, a ticket object for tracking the new task; storing, in a global action table, information associated with an action related to the ticket object; and storing, in a global state table, state information indicative a state of the new task object.