公开(公告)号：US20080228692A1

公开(公告)日：2008-09-18

申请号：US11952816

申请日：2007-12-07

申请人： Eric Wannemacher ,  Joerg Stiller ,  Hannes Oechsner

发明人： Eric Wannemacher ,  Joerg Stiller ,  Hannes Oechsner

IPC分类号： G06F17/30

CPC分类号： G06Q10/06 ,  H04L69/40

摘要： Notification of a system incident is received at a first help desk system. In response, an incident record is generated and maintained for the system incident. The incident record includes incident data and a record identification (ID). The incident data and record ID are transmitted from the first help desk system to a second help desk system where a corresponding record is maintained. One of the help desks is assigned an exclusive status to process the system incident. Regardless of which help system is assigned the exclusive status to process the system incident, the incident record is closed at the first help desk system, which automatically triggers closing of the corresponding record in the second help desk system.

摘要翻译： 在第一个帮助台系统收到系统事件的通知。 作为响应，为系统事件生成并维护事件记录。 事件记录包括事件数据和记录标识（ID）。 事件数据和记录ID从第一帮助台系统发送到维护相应记录的第二帮助台系统。 其中一个帮助台被分配处理系统事件的排他状态。 不管哪个帮助系统被分配处理系统事件的独占状态，事件记录在第一个帮助台系统中关闭，自动触发第二个帮助台系统中相应记录的关闭。

公开(公告)号：US08280914B2

公开(公告)日：2012-10-02

申请号：US11952816

申请日：2007-12-07

申请人： Eric Wannemacher ,  Joerg Stiller ,  Hannes Oechsuer

发明人： Eric Wannemacher ,  Joerg Stiller ,  Hannes Oechsuer

IPC分类号： G06F17/00

CPC分类号： G06Q10/06 ,  H04L69/40

摘要： Notification of a system incident is received at a first help desk system. In response, an incident record is generated and maintained for the system incident. The incident record includes incident data and a record identification (ID). The incident data and record ID are transmitted from the first help desk system to a second help desk system where a corresponding record is maintained. One of the help desks is assigned an exclusive status to process the system incident. Regardless of which help system is assigned the exclusive status to process the system incident, the incident record is closed at the first help desk system, which automatically triggers closing of the corresponding record in the second help desk system.

摘要翻译： 在第一个帮助台系统收到系统事件的通知。 作为响应，为系统事件生成并维护事件记录。 事件记录包括事件数据和记录标识（ID）。 事件数据和记录ID从第一帮助台系统发送到维护相应记录的第二帮助台系统。 其中一个帮助台被分配处理系统事件的排他状态。 不管哪个帮助系统被分配处理系统事件的独占状态，事件记录在第一个帮助台系统中关闭，自动触发第二个帮助台系统中相应记录的关闭。