Patent ID: 7685196

Claim:
A computer-implemented method for managing aircraft service requests from a customer by a business entity, said method comprising: electronically generating a project folder using data entered by the customer and included within a first aircraft service request electronically transmitted from the customer to a first user associated with the business entity; searching a plurality of information sources using keywords entered by the first user and related to the first aircraft service request to identify a plurality of working documents related to the first aircraft service request; providing the plurality of working documents to the first user; receiving, from the first user, at least one selection of a portion of a first document of the plurality of documents, the portion of the first document determined by the first user to be relevant to the first aircraft service request; storing the portion of the first document in the project folder associated with the first aircraft service request, wherein the project folder is accessible at a future time by at least one of the first user and a second user associated with the business entity; and organizing the project folder in a database using meta data that describes the first aircraft service request such that at least one of the first user and the second user can later locate the portion of the first document determined to be relevant to the first aircraft service request during a subsequent search of existing project folders, and use the portion of the first document when responding to a second aircraft service request similar to the first aircraft service request by locating and accessing the project folder associated with the first aircraft service request.