Patent Number: 7,711,576

Title: Indeterminate outcome management in problem management in service desk

Abstract: A computer-implemented method for managing problem tickets is provided. The method includes placing a first ticket for a first problem for which a root cause cannot be determined in an indeterminate category, placing a second ticket for a second problem for which a solution cannot be found in an unsolvable category, and placing a third ticket for a third problem for which a solution can be found but will not be implemented in the unsolvable category and closing the tickets. The method further includes reexamining based on the occurrence of a reexamining condition one of the tickets and determining whether a reopening condition has occurred. Additionally, the method includes reopening one of the tickets when the reopening condition is determined to have occurred and implementing one of an identified potential solution for the reopened ticket and a trend analysis for a group of tickets that include the reopened ticket.

Inventors: Duett; Karena L. (Grain Valley, MO), Henning; Markley T. (Shawnee, KS), Thompson; Kathryn E. (Prairie Village, KS), Stoverink; Rodney J. (Belton, MO)

Assignee: Sprint Communications Company L.P.

International Classification: G06Q 10/00 (20060101)

Expiration Date: 5/04/12018