Patent ID: 7912932

Claim:
A method in a computing system for managing a service request, the method comprising: creating a service request within a first source system, wherein the first source system detects a problem requiring service, the service request is created in response to the detecting, and the service request is created prior to a target system creating a customer-based service request in response to a customer report of the problem; extracting service request information in a first source format associated with the first source system, wherein the service request information in the first source format is extracted at least in part from the service request; creating a service request object comprising the service request information in the first source format, wherein the first source system and the target system reference the service request object during a course of a resolution of the service request; converting the service request information in the first source format into first service request information in an intermediate format; converting the first service request information in the intermediate format into service request information in a target format, wherein the target format is associated with the target system; extracting service request information in a second source format, wherein the second source format is associated with a second source system, and the second source system is distinct from the first source system; converting the service request information in the second source format into second service request information in the intermediate format; and integrating the first service request information in the intermediate format and the second service request information in the intermediate format, wherein the integrating is performed prior to the converting the first service request information in the intermediate format into the service request information in the target format.