WO2025013059A1

WO2025013059A1 - Method and system for managing a trouble ticket

Info

Publication number: WO2025013059A1
Application number: PCT/IN2024/051126
Authority: WO
Inventors: Sandeep Bisht; Sumansingh KANWAR; Sonu YADAV; Aayush Bhatnagar; Ankur MISHRA; Shubhi RAWAT; Jaffar BASHIR; Rohit Soni; Himanshu Sharma; Shaileshkumar Gunvantray Jha; Diptanshu SHUKLA; Namrata KASHYAP; Deepanshu Singla
Original assignee: Jio Platforms Ltd
Current assignee: Jio Platforms Ltd
Priority date: 2023-07-13
Filing date: 2024-07-09
Publication date: 2025-01-16
Anticipated expiration: 2026-01-13

Abstract

The present disclosure relates to a method [400] and a system [300] for managing a trouble ticket The method [400] comprises receiving, by a transceiver unit [302], the trouble ticket comprising a set of ticket parameters. The method [400] comprises assigning, by a processing unit [304], a target assignment group to the trouble ticket. The method [400] comprises automatically assigning, by the processing unit [304], a first technician to the trouble ticket. The method [400] comprises automatically assigning, by the processing unit [304], one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. The method [400] comprises transmitting, by the transceiver unit [302], a set of notifications to the first technician associated with the trouble ticket, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

Description

METHOD AND SYSTEM FOR MANAGING A TROUBLE TICKET

TECHNICAL FIELD

[0001] Embodiments of the present disclosure relate generally to the field of customer relationship management. More particularly, embodiment of the present disclosure relates to a method and system for managing a trouble ticket.

BACKGROUND

[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.

[0003] Wireless communication technology has rapidly evolved over the past few decades, with each generation bringing significant improvements and advancements. The first generation of wireless communication technology was based on analog technology and offered only voice services. However, with the advent of the second generation (2G) technology, digital communication and data services became possible, and text messaging was introduced. The third generation (3G) technology marked the introduction of high-speed internet access, mobile video calling, and location-based services. The fourth generation (4G) technology revolutionized wireless communication with faster data speeds, better network coverage, and improved security. Currently, the fifth generation (5G) technology is being deployed, promising even faster data speeds, low latency, and the ability to connect multiple devices simultaneously. With each generation, wireless communication technology has become more advanced, sophisticated, and capable of delivering more services to its users.

[0004] One of the challenges faced in managing end-user expectations in trouble ticketing systems is the lack of effective standardization and management methods. Each requester has their own set of expectations regarding incident resolution and service request fulfillment, which can vary greatly. This diversity of expectations makes it difficult to provide consistent and satisfactory service to all users. Additionally, without a standardized approach, it becomes challenging for service providers to prioritize and allocate resources effectively, leading to delays and dissatisfaction among requesters.

[0005] Further, over the period of time, various solutions have been developed to improve the performance of systems and for a dynamic rule engine to evaluate auto- service-level agreement (SLA) assignment. However, there are certain challenges with existing solutions. One limitation is the difficulty in accurately defining and measuring service performance metrics. SLAs often rely on metrics such as response time, resolution time, and priority levels to set expectations, but these metrics can be subjective and challenging to quantify consistently across different types of inquiries and ticket statuses. Additionally, the SLAs may not account for unforeseen circumstances or exceptional situations that could impact service delivery, such as system failures or resource constraints. Another limitation is the potential inflexibility of the SLAs. Once an SLA is established, it may be challenging to adapt or modify it to meet changing business needs or evolving customer expectations. This lack of flexibility can hinder the ability to effectively manage and exceed end-user expectations over time.

[0006] Thus, there exists an imperative need in the art to provide an enhanced solution for managing a trouble ticket when a breach of the SLA is detected, which the present disclosure aims to address.

SUMMARY

[0007] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.

[0008] An aspect of the present disclosure may relate to a method for managing a trouble ticket. The method comprises receiving, by a transceiver unit, the trouble ticket comprising a set of ticket parameters. Further, the method comprises assigning, by a processing unit, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the method comprises automatically assigning, by the processing unit, a first technician to the trouble ticket from the target assignment group. Further, the method comprises automatically assigning, by the processing unit, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Further, the method comprises transmitting, by the transceiver unit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0009] In an exemplary aspect of the present disclosure, the present disclosure further comprises automatically escalating, by the processing unit, the trouble ticket to a second technician subsequent to transmission of the SLA breach alert notification to the first technician.

[0010] In an exemplary aspect of the present disclosure, the set of ticket parameters is based on at least one of a priority of the trouble ticket, a sender of the trouble ticket, a receiver of the trouble ticket, and a time of receipt of the trouble ticket.

[0011] In an exemplary aspect of the present disclosure, the present disclosure further comprises generating, at least one target SLA, wherein the generating the target SLA further comprises receiving, by the transceiver unit, a Service Level Agreement (SLA) creation request comprising one or more target SLA conditions. The generating the target SLA further comprises transmitting, by the transceiver unit to the service-level agreement (SLA) manager, the SLA creation request. Further, the generating the target SLA further comprises validating, by the processing unit, the SLA creation request based on one of the one or more target SLA conditions, and thereafter, generating, by the processing unit, the target SLA based on successfully validating the SLA creation request and the one or more target SLA conditions.

[0012] In an exemplary aspect of the present disclosure, the present disclosure further comprises storing the target SLA in a database comprising the one or more SLAs.

[0013] Another aspect of the present disclosure may relate to a system for managing a trouble ticket. The system comprises a transceiver unit configured to receive, the trouble ticket comprising a set of ticket parameters. The system further comprises a processing unit connected to at least the transceiver unit, wherein the processing unit is configured to assign, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the processing unit is configured to automatically assign, a first technician to the trouble ticket from the target assignment group. Further, the processing unit is configured to automatically assign, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Further, the transceiver unit is configured to transmit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0014] Another aspect of the present disclosure may relate to a UE (user equipment) for managing a trouble ticket comprising a memory, and a processor in connection with the memory. Further, the processor of the UE is configured to: transmit, to a system, the trouble ticket comprising a set of ticket parameters, and receive, from the system, a trouble ticket escalation response based on the trouble ticket. Further, the trouble ticket escalation response is received based on assigning, by the system, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the trouble ticket escalation response is received based on automatically assigning, by the system, a first technician to the trouble ticket from the target assignment group. Further, the trouble ticket escalation response is received based on automatically assigning, by the system, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Furthermore, the trouble ticket escalation response is received based on transmitting, by the system, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0015] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing instruction for managing a trouble ticket, the instructions include executable code which, when executed by one or more units of a system, causes a transceiver unit of the system to receive, the trouble ticket comprising a set of ticket parameters. Further, the instruction when executed causes a processing unit of the system to assign, a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the instruction when executed causes the processing unit to automatically assign, a first technician to the trouble ticket from the target assignment group. Thereafter, the instruction when executed causes the processing unit to automatically assign, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Further, the instruction when executed causes the transceiver unit to transmit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

OBJECTS OF THE DISCLOSURE [0016] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.

[0017] It is an object of the present disclosure to provide a system and a method for managing a trouble ticket.

[0018] It is another object of the present disclosure to provide a solution that assign to the trouble ticket a first technician and a breach condition.

[0019] It is yet another object of the present disclosure to provide a solution to assign the trouble ticket to a second technician based on the SLA breach.

DESCRIPTION OF THE DRAWINGS

[0020] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.

[0021] FIG. 1 illustrates a system architecture for service management platform [100], in accordance with exemplary implementations of the present disclosure.

[0022] FIG. 2 illustrates an exemplary block diagram of a computing device upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.

[0023] FIG. 3 illustrates an exemplary block diagram of a system for managing a trouble ticket, in accordance with exemplary implementations of the present disclosure. [0024] FIG. 4 illustrates a flow diagram of a method for managing a trouble ticket, in accordance with exemplary implementations of the present disclosure.

[0025] FIG. 5 illustrates an exemplary flow diagram of a method for managing a trouble ticket, in accordance with exemplary implementations of the present disclosure.

[0026] The foregoing shall be more apparent from the following more detailed description of the disclosure.

DETAILED DESCRIPTION

[0027] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above.

[0028] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.

[0029] Specific details are given in the following description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.

[0030] Also, it is noted that individual embodiments may be described as a process which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations may be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure.

[0031] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive — in a manner similar to the term “comprising” as an open transition word — without precluding any additional or other elements.

[0032] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality of microprocessors, one or more microprocessors in association with a Digital Signal Processing (DSP) core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.

[0033] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smartdevice”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The user equipment/device may include, but is not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, wearable device or any other computing device which is capable of implementing the features of the present disclosure. Also, the user device may contain at least one input means configured to receive an input from unit(s) which are required to implement the features of the present disclosure. [0034] As used herein, “storage unit” or “memory unit” refers to a machine or computer-readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable medium includes read-only memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical storage media, flash memory devices or other types of machine-accessible storage media. The storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.

[0035] As used herein “interface” or “user interface refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called.

[0036] All modules, units, components used herein, unless explicitly excluded herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.

[0037] As used herein the transceiver unit include at least one receiver and at least one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system.

[0038] As discussed in the background section, the current known solutions have several shortcomings. The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by providing method and system for managing a trouble ticket.

[0039] In the context of the present disclosure, a trouble ticket refers to a documented record or electronic entry that captures information about an issue or problem identified by a customer or another system. It serves as a formal means of communication and tracking within a Trouble Ticket Management System, providing a standardized format for reporting, documenting, and resolving service requests. The trouble ticket typically includes essential details such as the nature of the problem, relevant customer information, priority classification, assigned technician, and the status of the ticket. By utilizing the trouble tickets, organizations can effectively manage and prioritize incoming service requests, ensuring that issues are addressed in a timely manner and provide a structured workflow for efficient resolution.

[0040] As discussed in the background section, the current known solutions for dynamic rule engine to evaluate auto SLA assignment have several shortcomings such as it does not provide a clear and detailed methodology or algorithm for standardizing and managing end-user expectations effectively. While it acknowledges the diversity of expectations among requesters, it fails to propose a concrete solution or framework to address this issue. Moreover, the existing solution does not address the technical complexities associated with implementing a standardized approach. It lacks information on how to handle varying priorities, allocate resources efficiently, and ensure consistent and satisfactory service delivery.

[0041] The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by disclosing a novel solution that incorporates an enhanced SLA (Service Level Agreement) management engine. This SLA management engine encompasses various functionalities to effectively manage SLAs. The users (i.e., an operator/administrator who manage and configure SLAs) are empowered to define start and end conditions of SLAs, allowing for customized and flexible agreements. The start conditions may include the creation of a trouble ticket or the assignment of a ticket to a technician based on a predefined criteria associated with the trouble ticket. The end conditions may include the resolution of the ticket, an allotted time period for resolution of the trouble ticket, a customer’ s acknowledgment of the trouble ticket being resolved, or the passing of a specified period without resolution, and any such like start condition and/or end condition that may be appreciated by a person skilled in the art to implement the present disclosure.

[0042] Additionally, the SLAs can be tailored to specific assignment groups, ensuring that appropriate teams are held accountable. The system enables the attachment of SLA violation alerts and time-spent alerts to SLAs that corresponds to a set of event/conditions associated with a particular SLA. Further, the system provides real-time notifications (such as a message notification, an email notification) when a breach of a condition associated with the SLA may occur. Moreover, the users can attach percentage-based time alerts to the SLAs, further enhancing the monitoring capabilities. The SLA processing within the system is based on an event streaming system, a high-performance messaging system. [0043] In an example, the SLA processing uses an event streaming platform, like a distributed event store and stream-processing platform, which allows real time data streaming and handling of events. This high-performance messaging system ensures that SLA related events, such as ticket creation, status updates, or SLA violations, are quickly processed and communicated to the relevant components, and is seamlessly integrated with a notification engine that enables alerts via email or SMS. The attachment of SLAs to trouble tickets is based on the ticket's attributes, such as priority and an assignment group. Multiple SLAs can be attached to a ticket based on predetermined conditions and parameters (such as an urgency of the ticket, an issue type associated with the trouble ticket, an impact on user of the issue type, and a required skill set, a response time associated with the trouble ticket and a predefined resolution time based on the type of issue).

[0044] To ensure timely resolution, the novel solution of the present disclosure implements autoescalation of trouble tickets based on the SLAs, wherein trouble tickets are automatically escalated after a breach of predefined SLA condition associated with the assigned SLA to a particular trouble ticket is detected. However, in the existing solutions the attached SLAs were cancelled, and escalation actions can be configured to prioritize the ticket and assign it to specific support groups or technicians during each escalation level.

[0045] Additionally, the users can configure and attach SLA alerts to the trouble tickets at any given point, enhancing the flexibility and adaptability of the solution as disclosed herein. Further, as disclosed herein communication between the microservices is asynchronous, leveraging an event streaming platform as the messaging system. In an example, an event streaming platform, such as a distributed event store and stream-processing platform, is used as the messaging system to facilitate real time data flow between microservices. It acts as a distributed streaming platform that allows applications to publish and subscribe to streams of records, process them in real time, and store them for later use. Therefore, the novel solution of the present disclosure enables bidirectional communication, minimizing latency, and facilitating efficient data exchange between services.

[0046] The event streaming platform may be equipped to handle high-volume of data, and realtime data streams i.e., the trouble tickets. Further, the event streaming platforms may also provide messaging capabilities that trigger a notification by utilising a messaging microservice based on the real-time analytics and processing of the events/conditions associated with the trouble tickets. [0047] In an example, the microservices may refer to a service that handles the initial creation and intake of trouble tickets and SLA requests. Further, a notification engine microservice may send out alerts and notifications via email or short message service (SMS). Furthermore, a cache microservice may store a data related to the trouble tickets, the SLAs, and alerts.

[0048] Further, the bidirectional communication in the event streaming platform allows both sending and receiving of messages between microservices, enabling them to respond i.e., send notifications using the messaging microservice based on the events/condition in real time and receiving response to said sent notifications. Further, the solution ensures that notifications/ alerts are transmitted with minimal delay to enable timely updates of the events associated with trouble tickets by utilising said messaging microservice that may provide the bidirectional communication.

[0049] Hereinafter, exemplary embodiments of the present disclosure will be described with reference to the accompanying drawings.

[0050] FIG. 1 illustrates a system architecture [100] for service management platform, in accordance with exemplary implementations of the present disclosure. As shown in FIG. 1, the system architecture [100] includes a network management entity (NME) [102], a customer relationship manager microservice (CRM) [104], a network planning and operation entity (NPO) [106], an integrated performance management microservice (IPM) [108], a user interface (UI) [110], a platform [112], an application programming interface (API) gateway [114], one or more data ingestion microservice (DI) [116], a data aggregation microservice (DA) [118], a server cluster [120], an identification and access management microservice (IAM) [122], a lightweight directory access protocol (LDAP) unit [124], a workorder manager (WOM) [126], a workflow assignment microservice (WFA) [128], a workflow execution engine (WFEE) [130], a workflow manager (WFM) [132], a customer assurance microservice (CA) [134], a resource assurance microservice (RA) [136], a service assurance microservice (SA) [138], a workflow design microservice (WFD) [140], a network management system (NMS) [142], a unified assurance platform microservice (UAPM) [144], and a database [146], Further, all the components of the system architecture [100] are assumed to be connected to each other in a manner as obvious to the person skilled in the art for implementing features of the present disclosure.

[0051] The network management entity (NME) [102] refers to a component which is responsible for collection of data from connected devices such as switches, routers, access points, and client devices. The NME [102] provides network administrators control operation of devices and their interaction with each other.

[0052] The customer relationship manager microservice (CRM) [104] is a component which is responsible for administration of processing of the interaction with the customers and may be performed using data analysis and studying large amounts of information.

[0053] The network planning and operation entity (NPO) [106] is a component which is responsible for planning and operation of the communication network.

[0054] The integrated performance management microservice (IPM) [108] is a component which is responsible for monitoring every node within the network using performance counters and key performance indicators (KPIs).

[0055] The user interface (UI) [110] is an interface which may be used for communication with a user. The UI [110] may be provided with multiple options available in the UAPM [144],

[0056] The platform [112] may refer to an application within a user equipment, being used for communication with the user.

[0057] The application programming interface (API) gateway [114] is a component used for runtime and at backend for API calls. The API gateway [114] is responsible for securing, protecting, managing, and scaling the API call by intercepting requests and applying policies such as throttling and security using handlers and managing statistics.

[0058] The one or more data ingestion microservice (DI) [116] is a component responsible for providing mechanism to ingest data into the server clusters that are related to work order management and workflow management.

[0059] The data aggregation microservice (DA) [118] is a component responsible for aggregation of data for usage in a unified assurance platform (UAP). The DA is responsible for fetching resources from one or more sources, then these fetched resources are aggregated, for sending these aggregated resources to a requesting entity which requests the aggregated resources. [0060] The server cluster [120] may refer to a group of servers that work together to handle the incoming and outgoing data streams for a system. Each server has a separate process that runs on a different machine and communicates with other servers through a high-speed, fault-tolerant network. The server cluster [120] may also comprise a service used for streaming data to and from the server cluster [120],

[0061] The identification and access management microservice (IAM) [122] is a component used for authorisation and authentication for the UAPM [144], The IAM [122] is responsible for providing a token which may be used in subsequent requests. The token comprises information associated with the user, a user-agent, an internet protocol (IP), a last access time and a policy. The token enables separation of authorised requests from unauthorised requests.

[0062] The lightweight directory access protocol (LDAP) unit [124] is a platform protocol responsible for authentication of directory services. The directory services comprise storing of information associated with at least one of one or more users, one or more passwords, and one or more computer accounts. The directory services are responsible for sharing the information with other entities on the network.

[0063] The workorder manager (WOM) [126]: The workorder manager (WOM) [126] is a module responsible for dealing with the processing for the work orders, or more specifically, for a field of the work order. The processing for the work orders may include evaluation of various rules such as assignment of the work order, execution of the work order, fulfilment of the work order, completion of the work order, rejection of the work order, and a notification associated with the work order.

[0064] The workflow assignment microservice (WFA) [128] is a component used for providing a mechanism for assignment of operation context (OCs) based on a circle and a job role. The operation context (may also be referred to as an assignment group) is an entity that contains members or sub-entities such as the managers, coordinator, approvers, among other such subentities. The job role may be provided by the LDAP unit [124], The WFA [128] also comprises a mechanism for managing service level agreements and escalation matrix.

[0065] The workflow execution engine (WFEE) [130] is a component used for providing a mechanism to manage execution of generated workflow. The WFEE [130] is also responsible for archiving all of the workflows that have been completed. [0066] The workflow manager (WFM) [132] is a component used for providing a mechanism for managing and providing provision for workflow which is created for the work order. The WFM [132] is also used for the CA [134], the RA [136] and the SA [138],

[0067] The customer assurance microservice (CA) [134] is a component responsible for providing a mechanism to manage all work orders and service requests associated with customer assurance, and the CRM [104],

[0068] The resource assurance microservice (RA) [136] is a component responsible for providing a mechanism to manage all work orders and service requests associated with resource assurance, and the NME [102],

[0069] The service assurance microservice (SA) [138] is a component responsible for providing a mechanism to manage all work orders and service requests associated with the service assurance, the NPO [106], and the IPM [108],

[0070] The workflow design microservice (WFD) [140] is a component responsible for providing a mechanism for designing and creation of workflow from the UI [110] for generated work orders and service requests related to the CA [134], the RA [136], and the SA [138], The WFD [140] is also responsible for sharing the designed workflow with the WFM [132],

[0001] The network management system (NMS) [142] is a component responsible for collection of data from connected devices such as switches, routers, access points, and client devices, and also provides network administrators control operation of devices and their interaction with each other. The NMS [142] acts as a module for management of fault, configuration, accounting, performance and security (FCAPS) for the system architecture [100], The NME [102] acts as a channel between the telecommunication network and the system architecture [100],

[0071] The unified assurance platform microservice (UAPM) [144] is a combination of the WOM [126], the WFA [128], the WFEE [130], the WFM [132], the CA [134], the RA [136], the SA [138], and the WFD [140],

[0072] The database [146] is an organized collection of data that is available electronically. The database can be used for manipulating, updating, storing, creating a back-up, securing, and managing the collection of data within the database [146], The database [146] may have an inmemory data structure storage which may also be used as a cached service. The database [146] may also comprise a search engine for exploring the data within the database [146],

[0073] FIG. 2 illustrates an exemplary block diagram of a computing device [200] upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [200] may also implement a method for managing a trouble ticket, utilising the system [300], In another implementation, the computing device [200] itself implements the method for managing the trouble ticket using one or more units configured within the computing device [200], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.

[0074] The computing device [200] may include a bus [202] or other communication mechanism for communicating information, and a processor [204] coupled with bus [202] for processing information. The processor [204] may be, for example, a general-purpose microprocessor. The computing device [200] may also include a main memory [206], such as a random-access memory (RAM), or other dynamic storage device, coupled to the bus [202] for storing information and instructions to be executed by the processor [204], The main memory [206] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the processor [204], Such instructions, when stored in non-transitory storage media accessible to the processor [204], render the computing device [200] into a special-purpose machine that is customized to perform the operations specified in the instructions. The computing device [200] further includes a read only memory (ROM) [208] or other static storage device coupled to the bus [202] for storing static information and instructions for the processor [204],

[0075] A storage device [210], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [202] for storing information and instructions. The computing device [200] may be coupled via the bus [202] to a display [212], such as a cathode ray tube (CRT), Liquid crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for displaying information to a computer user. An input device [214], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [202] for communicating information and command selections to the processor [204], Another type of user input device may be a cursor controller [216], such as a mouse, a trackball, or cursor direction keys, for communicating direction information and command selections to the processor [204], and for controlling cursor movement on the display [212], This inputs device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.

[0076] The computing device [200] may implement the techniques described herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [200] causes or programs the computing device [200] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the computing device [200] in response to the processor [204] executing one or more sequences of one or more instructions contained in the main memory [206], Such instructions may be read into the main memory [206] from another storage medium, such as the storage device [210], Execution of the sequences of instructions contained in the main memory [206] causes the processor [204] to perform the process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.

[0077] The computing device [200] also may include a communication interface [218] coupled to the bus [202], The communication interface [218] provides a two-way data communication coupling to a network link [220] that is connected to a local network [222], For example, the communication interface [218] may be an integrated services digital network (ISDN) card, cable modem, satellite modem, or a modem to provide a data communication connection to a corresponding type of telephone line. As another example, the communication interface [218] may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [218] sends and receives electrical, electromagnetic or optical signals that carry digital data streams representing various types of information.

[0078] The computing device [200] can send messages and receive data, including program code, through the network(s), the network link [220] and the communication interface [218], In the Internet example, a server [230] might transmit a requested code for an application program through the Internet [228], the ISP [226], the local network [222], the host [224] and the communication interface [218], The received code may be executed by the processor [204] as it is received, and/or stored in the storage device [210], or other non-volatile storage for later execution.

[0079] Referring to FIG. 3, an exemplary block diagram of a system [300] for managing a trouble ticket, is shown, in accordance with the exemplary implementations of the present disclosure. The system [300] comprises at least one transceiver unit [302], at least one processing unit [304] and at least one storage unit [306], Also, all of the components/ units of the system [300] are assumed to be connected to each other unless otherwise indicated below. As shown in the figures all units shown within the system [300] should also be assumed to be connected to each other. Also, in FIG. 3 only a few units are shown, however, the system [300] may comprise multiple such units or the system [300] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [300] may be present in a user device/ user equipment to implement the features of the present disclosure. The system [300] may be a part of the user device/or may be independent of but in communication with the user device (may also referred herein as a UE). In another implementation, the system [300] may reside in a server or a network entity. In yet another implementation, the system [300] may reside partly in the server/ network entity and partly in the user device.

[0080] The system [300] is configured for managing the trouble ticket, with the help of the interconnection between the components/units of the system [300],

[0081] Further, in accordance with the present disclosure, it is to be acknowledged that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The functionality of specific units as disclosed in the disclosure should not be construed as limiting the scope of the present disclosure. Consequently, alternative arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.

[0082] To implement the solution of the present disclosure, the transceiver unit [302] is configured to receive, the trouble ticket comprising a set of ticket parameters.

[0083] As used herein, “trouble ticket” refers to a record of a customer or user complaint or problem related to a service provided by a service provider. The trouble ticket may include a data about an issue or the problem along with a timestamp.

[0084] The set of ticket parameters include a data regarding the priority of the trouble ticket, which indicates an urgency of the tickets. The priority data is for determining the order in which issues should be addressed, ensuring that more critical problems are resolved first. Additionally, the set of ticket parameters obtain an information about the sender of the trouble ticket, who is the individual or a system reporting the problem (such as an end-user experiencing an issue, the system detecting a failure, etc.) as well as the receiver of the trouble ticket, who is designated to address the issue (such as a technician for the issue such as network failures, software bugs, etc.). Moreover, the set of ticket parameters may record a timestamp, indicating an exact time when the trouble ticket was received (i.e., a time of receipt of the trouble ticket).

[0085] For example, a scenario where a network outage occurs. The ticket is marked as a high priority due to the urgency of the issue, which may need resolution within 2 hours. The sender includes information about an automated monitoring system, that detected the outage and reported the issue.

[0086] In an exemplary implementation of the present disclosure, the parameters records a timestamp, indicating the exact time the trouble ticket was received, ensuring tracking and timely resolution.

[0087] Further, the processing unit [304] is configured to assign, a target assignment group to the trouble ticket based on a set of predefined routing rules. The present disclosure encompasses the. assignment groups are collections of individuals or teams tasked with resolving specific types of issues (such as network failures, software bugs, etc.). The delegation process is governed by the set of predefined routing rules, that may comprise a criteria established to determine a most suitable group (i.e., the target assignment group) for handling each trouble ticket. These rules may consider factors such as a nature of the issue, an expertise required, and a current workload of each assignment groups. The expertise required and the current workload of each assignment group are defined to confirm optimal task allocation. This involves identifying specific skills needed to resolve an issue and assessing a current capacity of each group to take on new tasks.

[0088] Further, to implement the solution of the present disclosure, the processing unit [304] is configured to automatically assign, a first technician to the trouble ticket from the target assignment group. The present disclosure encompasses the processing unit [304] automatically assigns the first technician from the target assignment group to handle the trouble ticket. The first technician is identified based on several factors, including an availability, an expertise, and a current workload. This assignment ensures that the issue is directed to a capable individual within the appropriate group who is best equipped to address the problem or the issue. [0089] Further, the processing unit [304] is configured to automatically assign, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. The one or more SLAs are automatically assigned based on at least one of the one or more predefined SLA conditions, as well as the set of ticket parameters such as the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, and the time of receipt of the trouble ticket. The one or more predefined SLA conditions associated to the assigned SLAs may include the maximum resolution time for different priority levels. For example, a high-priority ticket might need to be resolved within 4 hours, while a low-priority ticket might have a 24-hour resolution window.

[0090] Further, in an implementation the present disclosure may comprise a validation process associated with a SLA creation request (i.e., a request to generate a target SLA), where it assesses the SLA creation request against the provided target SLA conditions to ensure that it meets all necessary requirements (such as detailed problem descriptions, and any prior resolution steps). If the request is successfully validated, verifying the completeness of the submitted information based on checking that all required fields are filled, the data is consistent with known parameters, (such as ticket Parameters like priority, sender details, receiver details, and a timestamp and maximum resolution times for different priority levels). The solution of the present disclosure based on the successful validation of the request may generate the target SLA that specifies the performance standards and resolution timeframes for handling trouble tickets.

[0091] As used herein, “service-level agreement (SLA)” is an agreement between a service provider and a customer. The SLA comprises one or more aspects of a service which is provided by the service provider. The one or more aspects include but are not limited to a quality, an availability, a responsibility, etc. The one or more aspects of the SLA are agreed between the service provider and the customer.

[0092] In an implementation of the present solution, to generate at least one target SLA, the transceiver unit [302] is further configured to receive, a Service Level Agreement (SLA) creation request comprising one or more target SLA conditions. Further, to generate the at least one target SLA, the transceiver unit [302] is further configured to transmit, to the service-level agreement (SLA) manager, the SLA creation request. Further, to generate the at least one target SLA, the processing unit [304] is further configured validate, the SLA creation request based on one of the one or more target SLA conditions. Thereafter, to generate the at least one target SLA, the processing unit [304] is further configured to generate, the target SLA based on successfully validating the SLA creation request and the one or more target SLA conditions.

[0093] The transceiver unit [302] is further configured to transmit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0094] The present disclosure encompasses the customer assurance service is tasked with sending the set of notifications to the first technician who is associated with the trouble ticket. These notifications are based on the one or more predefined SLA conditions linked to the assigned one or more SLAs. Specifically, the set of notifications includes at least two types: the SLA time alert notification and the SLA breach alert notification. The SLA time alert notification serves to remind the first technician of deadlines and timeframes specified in the assigned one or more SLAs, confirming that the first technician is aware of the remaining time to resolve the issue within the agreed terms i.e., notifying the first technician of the deadline for resolution and any upcoming alert. On the other hand, the SLA breach alert notification is triggered when at least one of the one or more predefined SLA conditions is not met by the assigned first technician, alerting the first technician that a resolution time (i.e., one of the the one or more predefined SLA conditions) associated with the trouble ticket has exceeded the agreed limit.

[0095] The processing unit [304] is further configured to automatically escalate the trouble ticket to a second technician subsequent to transmission of the SLA breach alert notification to the first technician. The processing unit [304] is configured to manage the increase of trouble tickets by implementing a prioritization process. The system [300], adjusts the priority of tickets based on the data such as the set of ticket parameters and the one or more predefined SLA conditions, (which may include the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, and the time of receipt of the trouble ticket, and maximum resolution time for different priority levels) to ensure that issues associated with the tickets are addressed with the predefined time. Specifically, if a ticket remains unresolved beyond a certain threshold, indicating the breach of the Service Level Agreement (SLA) conditions, for example, if a ticket remains unattended beyond a predefined time i.e., exceeds a certain threshold, additional resources such as the second technician may be allocated to handle the ticket. [0096] The solution of the present disclosure further comprises storing the target SLA in a storage unit [306] comprising the one or more SLAs.

[0097] Referring to FIG. 4, an exemplary method flow diagram [400] for managing a trouble ticket, in accordance with exemplary implementations of the present disclosure is shown. In an implementation the method [400] is performed by the system [300], Further, in an implementation, the system [300] may be present in a server device to implement the features of the present disclosure. Also, as shown in FIG. 4, the method [400] starts at step [402],

[0098] At step 404, the method [400] comprises, receiving, by a transceiver unit [302], the trouble ticket comprising a set of ticket parameters.

[0099] As used herein, “trouble ticket” refers to a record of a customer or user complaint or problem related to a service provided by a service provider. The trouble ticket may include a data about an issue or the problem along with a timestamp.

[0100] The present disclosure encompasses the set of ticket parameters is based on at least one of a priority of the trouble ticket, a sender of the trouble ticket, a receiver of the trouble ticket, and a time of receipt of the trouble ticket.

[0101] The set of ticket parameters includes a data regarding the priority of the trouble ticket, which indicates an urgency of the tickets. The priority data is for determining the order in which issues should be addressed, ensuring that more critical problems are resolved first. Additionally, the set of ticket parameters obtain an information about the sender of the trouble ticket, who is the individual or a system reporting the problem (such as an end-user experiencing an issue, the system detecting a failure etc.) as well as the receiver of the trouble ticket, who is designated to address the issue (such as a technician for the issue such as network failures, software bugs etc.). Moreover, the set of ticket parameters may record a timestamp, indicating an exact time when the trouble ticket was received (i.e., a time of receipt of the trouble ticket).

[0102] For example, a scenario where a network outage occurs. The ticket is marked as a high priority due to the urgency of the issue, which may need resolution within 2 hours. The sender includes information about an automated monitoring system, that detected the outage and reported the issue. In an exemplary implementation of the present disclosure, the parameters records a timestamp, indicating the exact time the trouble ticket was received, ensuring tracking and timely resolution.

[0103] At step 406, the method [400] comprises, assigning, by a processing unit [304], a target assignment group to the trouble ticket based on a set of predefined routing rules. The present disclosure encompasses the assignment groups are collections of individuals or teams tasked with resolving specific types of issues (such as network failures, software bugs, etc.). The delegation process is governed by the set of predefined routing rules, that may comprise a criteria established to determine a most suitable group (i.e., the target assignment group) for handling each trouble ticket. These rules may consider factors such as a nature of the issue, an expertise required, and a current workload of each assignment groups. The expertise required and the current workload of each assignment group are defined to confirm optimal task allocation. This involves identifying specific skills needed to resolve an issue and assessing a current capacity of each group to take on new tasks.

[0104] At step 408, the method [400] comprises, automatically assigning, by the processing unit [304], a first technician to the trouble ticket from the target assignment group. The present disclosure encompasses the processing unit [304] automatically assigns the first technician from the target assignment group to handle the trouble ticket. The first technician is identified based on several factors, including an availability, an expertise, and a current workload. This assignment ensures that the issue is directed to a capable individual within the appropriate group who is best equipped to address the problem or the issue.

[0105] At step 410, the method [400] comprises, automatically assigning, by the processing unit [304], one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. The one or more SLAs are automatically assigned based on at least one of the one or more predefined SLA conditions, as well as the set of ticket parameters such as the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, and the time of receipt of the trouble ticket. The one or more predefined SLA conditions associated to the assigned SLAs may include the maximum resolution time for different priority levels. For example, a high-priority ticket might need to be resolved within 4 hours, while a low-priority ticket might have a 24-hour resolution window.

[0106] Further, in an implementation the present disclosure may comprise a validation process associated with a SLA creation request (i.e., a request to generate a target SLA), where it assesses the SLA creation request against the provided target SLA conditions to ensure that it meets all necessary requirements (such as detailed problem descriptions, and any prior resolution steps). If the request is successfully validated, verifying the completeness of the submitted information based on checking that all required fields are filled, the data is consistent with known parameters, (such as ticket Parameters like priority, sender details, receiver details, and a timestamp and maximum resolution times for different priority levels). The solution of the present disclosure based on the successful validation of the request may generate the target SLA that specifies the performance standards and resolution timeframes for handling trouble tickets.

[0107] As used herein, “service-level agreement (SLA)” is an agreement between a service provider and a customer. The SLA comprises one or more aspects of a service which is provided by the service provider. The one or more aspects include but are not limited to a quality, an availability, a responsibility, etc. The one or more aspects of the SLA are agreed between the service provider and the customer.

[0108] In an implementation of the present solution, to generate at least one target SLA, the transceiver unit [302] is further configured to receive, a Service Level Agreement (SLA) creation request comprising one or more target SLA conditions. Further, to generate the at least one target SLA, the transceiver unit [302] is further configured to transmit, to the service-level agreement (SLA) manager, the SLA creation request. Further, to generate the at least one target SLA, the processing unit [304] is configured to validate, the SLA creation request based on one of the one or more target SLA conditions. Thereafter, to generate the at least one target SLA, the processing unit [304] is further configured to generate, the target SLA based on successfully validating the SLA creation request and the one or more target SLA conditions.

[0109] At step 412, the method [400] comprises, transmitting, by the transceiver unit [302], a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0110] The present disclosure encompasses the customer assurance service is tasked with sending the set of notifications to the first technician who is associated with the trouble ticket. These notifications are based on the one or more predefined SLA conditions linked to the assigned one or more SLAs. Specifically, the set of notifications includes at least two types: the SLA time alert notification and the SLA breach alert notification. The SLA time alert notification serves to remind the first technician of deadlines and timeframes specified in the assigned one or more SLAs, confirming that the first technician is aware of the remaining time to resolve the issue within the agreed terms i.e., notifying the first technician of the deadline for resolution and any upcoming alert. On the other hand, the SLA breach alert notification is triggered when at least one of the one or more predefined SLA conditions is not met by the assigned first technician, alerting the first technician that a resolution time (i.e., one of the the one or more predefined SLA conditions) associated with the trouble ticket has exceeded the agreed limit.

[OHl] Further, the method [400] comprises automatically escalating, by the processing unit [304], the trouble ticket to a second technician subsequent to transmission of the SLA breach alert notification to the first technician. The processing unit [304] is configured to manage the increase of trouble tickets by implementing a prioritization process. The system [300], adjusts the priority of tickets based on the data, such as the set of ticket parameters and the one or more predefined SLA conditions, (which may include the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, and the time of receipt of the trouble ticket, and maximum resolution time for different priority levels) to ensure that issues associated with the tickets are addressed with the predefined time. Specifically, if a ticket remains unresolved beyond a certain threshold, indicating the breach of the Service Level Agreement (SLA) conditions, for example, if a ticket remains unattended beyond a predefined time i.e., exceeds a certain threshold, additional resources such as the second technician may be allocated to handle the ticket.

[0112] Further storing the target SLA in a storage unit [306] comprising the one or more SLAs.

[0113] Thereafter, the method [400] terminates at step [414],

[0114] Referring to FIG. 5 an exemplary flow diagram of a method [500] for managing a trouble ticket, in accordance with exemplary implementations of the present disclosure. The process having following steps:

[0115] At step SI : The transceiver unit [302] receives trouble tickets with parameters such as priority, sender, receiver, and timestamp A trouble ticket is initiated and created in response to a request. This ticket is automatically assigned to an appropriate technician based on predefined rules. [0116] At step S2: The SLA manager identifies and associates the relevant SLA(s) to the trouble ticket based on user-defined rules (such the set of ticket parameters like the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, the time of receipt of the trouble ticket, and timestamp and maximum resolution times for different priority levels).

[0117] At step S3: The assigned SLA(s) are stored by the storage unit [306] in a database for reference and tracking.

[0118] At step S4: The processing unit [304] manages the state and priority of tickets, ensuring that active tickets are being addressed. If the ticket is being worked on, it remains in InProgress state and goes on step S8.

[0119] At step S5: If the SLA is put on hold, it moves to the 'SLA in Hold' state. If the hold is lifted, the SLA resumes its in-progress state.

[0120] At step S6: If the SLA conditions are not met within the defined time, the SLA is breached.

[0121] At step S7 : The processing unit [304] is configured to manage the increase of trouble tickets by implementing a prioritization process. Upon breach, the SLA is re-evaluated based on escalation rules (such as the nature of the issue, the required expertise, and the current workload of available technicians). The escalation rules are predefined criteria designed to ensure timely resolution of trouble tickets. When the trouble ticket is created, it is associated with one or more Service Level Agreements (SLAs) that specify the expected resolution time based on parameters such as the priority of the trouble ticket, the sender of the trouble ticket, the receiver of the trouble ticket, and the time of receipt of the trouble ticket.

[0122] The system escalates the issue to ensure it is resolved, possibly assigning a new technician.

[0123] At step S8: If the issue is resolved, the SLA goes into an achieve state.

[0124] Thereafter, the method [500] terminates.

[0125] The present disclosure may relate to a UE (user equipment) for managing a trouble ticket comprising a memory, and a processor in connection with the memory. Further, the processor of the UE is configured to: transmit to a system [300], the trouble ticket comprising a set of ticket parameters, and receive, from the system [300], a trouble ticket escalation response based on the trouble ticket. Further, the trouble ticket escalation response is received based on assigning, by the system [300], a target assignment group to the trouble ticket based on a set of predefined routing rules. Further, the trouble ticket escalation response is received based on automatically assigning, by the system [300], a first technician to the trouble ticket from the target assignment group. Further, the trouble ticket escalation response is received based on automatically assigning, by the system [300], one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Furthermore, the trouble ticket escalation response is received based on transmitting, by the system [300], a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0126] The present disclosure further discloses a non-transitory computer readable storage medium storing instruction for managing a trouble ticket, the instructions include executable code which, when executed by one or more units of a system [300], causes a transceiver unit [302] of the system [300] to receive, the trouble ticket comprising a set of ticket parameters. Further, the instructions include executable code which, when executed causes a processing unit [304] of the system [300] to assign, a target assignment group to the trouble ticket based on a set of predefined routing rules; automatically assign, a first technician to the trouble ticket from the target assignment group; and automatically assign, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters. Further, the instructions include executable code which, when executed causes the transceiver unit [302] to transmit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

[0127] As is evident from the above, the present disclosure provides a technically advanced solution for managing a trouble ticket. The present solution improves a customer service, facilities a communication. The automatic escalation of the trouble ticket helps to reduce a manual effort to handle the trouble ticket. The present solution ensures that the trouble ticket is swiftly routed to the appropriate team (i.e., target assignment group) which also minimize delays and improve response time. Further, the present solution automatically assigns appropriate SLAs to each trouble ticket based on predefined conditions and ticket parameters such as priority, sender, receiver, and time of receipt. The automatic assigning of the SLAs ensures that each ticket is handled according to its priority and importance, thereby enhancing customer satisfaction. The present solution includes transmission of a set of notifications to the assigned technician based on one or more SLA conditions. The set of notifications include alerts for approaching SLA time limits or breaches, which enables a proactive management of SLAs and helps to prevent one or more potential breaches and ensures that the trouble ticket is resolved within an agreed-upon timelines in the SLAs. Further, in cases where one or more SLA breaches occur despite notifications, the present solution automatically escalates the trouble ticket to a second technician. The escalation of the trouble ticket ensures that unresolved issues are promptly addressed by higher-level support personnel for preventing prolonged delays in issue resolution (i.e., trouble ticket resolution) and maintaining service quality. Hence, the present solution enhances an operational efficiency, improves a SLA adherence, enables a proactive issue management through the set of notifications, facilitates effective escalation handling, and offers a scalability and a flexibility in service management, which ultimately improves a customer satisfaction and customer retention.

[0128] While considerable emphasis has been placed herein on the disclosed implementations, it will be appreciated that many implementations can be made and that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.

Claims

WE CLAIM:

1. A method [400] for managing a trouble ticket, the method comprising: receiving, by a transceiver unit [302], the trouble ticket comprising a set of ticket parameters; assigning, by a processing unit [304], a target assignment group to the trouble ticket based on a set of predefined routing rules; automatically assigning, by the processing unit [304], a first technician to the trouble ticket from the target assignment group; automatically assigning, by the processing unit [304], one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters; and transmitting, by the transceiver unit [302], a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

2. The method [400] as claimed in claim 1, further comprises automatically escalating, by the processing unit [304], the trouble ticket to a second technician subsequent to transmission of the SLA breach alert notification to the first technician.

3. The method [400] as claimed in claim 1, wherein the set of ticket parameters is based on at least one of a priority of the trouble ticket, a sender of the trouble ticket, a receiver of the trouble ticket, and a time of receipt of the trouble ticket.

4. The method [400] as claimed in claim 1, further comprises generating, at least one target SLA, wherein the generating the target SLA further comprises: receiving, by the transceiver unit [302], a Service Level Agreement (SLA) creation request comprising one or more target SLA conditions; transmitting, by the transceiver unit [302] to the service-level agreement (SLA) manager, the SLA creation request; validating, by the processing unit [304], the SLA creation request based on one of the one or more target SLA conditions; and generating, by the processing unit [304], the target SLA based on successfully validating the SLA creation request and the one or more target SLA conditions.

5. The method [400] as claimed in claim 4, further comprises storing the target SLA in a database comprising the one or more SLAs.

6. A system [300] for managing a trouble ticket, the system [300], comprises: a transceiver unit [302] configured to:

• receive, the trouble ticket comprising a set of ticket parameters; and a processing unit [304] connected to at least the transceiver unit [302], wherein the processing unit [304] is configured to:

• assign, a target assignment group to the trouble ticket based on a set of predefined routing rules,

• automatically assign, a first technician to the trouble ticket from the target assignment group, and

• automatically assign, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters; wherein the transceiver unit [302] is further configured to:

• transmit, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

7. The system [300], as claimed in claim 6, wherein the processing unit [304] is further configured to automatically escalate the trouble ticket to a second technician subsequent to transmission of the SLA breach alert notification to the first technician.

8. The system [300], as claimed in claim 6, wherein the set of ticket parameters is based on at least one of a priority of the trouble ticket, a sender of the trouble ticket, a receiver of the trouble ticket, and a time of receipt of the trouble ticket.

9. The system [300], as claimed in claim 6, wherein to generate at least one target SLA: the transceiver unit [302] is further configured to: o receive, a Service Level Agreement (SLA) creation request comprising one or more target SLA conditions, and o transmit, to the service-level agreement (SLA) manager, the SLA creation request; and the processing unit [304] is further configured to: o validate, the SLA creation request based on one of the one or more target SLA conditions, and o generate, the target SLA based on successfully validating the SLA creation request and the one or more target SLA conditions.

10. The system [300], as claimed in claim 9, wherein the processing unit [304] is further configured to store the target SLA in a database comprising the one or more SLAs.

I L A user equipment (UE) for managing a trouble ticket comprising: a memory; and a processor in connection with the memory, wherein the processor is configured to: o transmit, to a system [300], the trouble ticket comprising a set of ticket parameters, and o receive, from the system [300], a trouble ticket escalation response based on the trouble ticket; wherein the trouble ticket escalation response is received based on: assigning, by the system [300], a target assignment group to the trouble ticket based on a set of predefined routing rules, automatically assigning, by the system [300], a first technician to the trouble ticket from the target assignment group, automatically assigning, by the system [300], one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters, and transmitting, by the system [300], a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.

12. A non-transitory computer-readable storage medium storing instruction for managing a trouble ticket, the storage medium comprising executable code which, when executed by one or more units of a system [300], causes: a transceiver unit [302] of the system [300] to receive,, the trouble ticket comprising a set of ticket parameters; and a processing unit [304] of the system [300] to:

• assign,, a target assignment group to the trouble ticket based on a set of predefined routing rules,

• automatically assign,, a first technician to the trouble ticket from the target assignment group, and

• automatically assign,, one or more SLAs to the trouble ticket based on at least one of one or more predefined SLA conditions and the set of ticket parameters; wherein the transceiver unit [302] to transmit,, a set of notifications to the first technician associated with the trouble ticket based on the one or more predefined SLA conditions associated with the one or more SLAs, wherein the set of notifications comprises at least one of an SLA time alert notification and an SLA breach alert notification.