Patent ID: 7032016

Claim:
A method for managing a repair process for a fault using a proactive network repair system, customer service system and a repair ticketing system, wherein the proactive network repair system comprises a fault management system, poractive repair system, and performance management system, the method comprising: detecting the fault in the fault management system, proactive repair system, or performance management system, wherein the fault is detected in a video and data network providing service to customers; sending an indication of the fault to the repair ticketing system; creating a repair ticket including a status of the fault; correlating one or more customers affected by the fault to the repair ticket; and communicating the repair ticket and a list of the one or more customers affected by the fault to the customer service system before a call is received by the one or more customers affected by the fault, wherein when a call is received from a customers, the created repair ticket and the list of one or more customers can be referenced to determine if the customer is in the list of the one or more customers and the status can be provided to the customer if the customer is in the list.