International Business Machines Corporation

Arsalan K Lodhi

Fabian F Morgan

Sandra Juni Schlosser

Alexander Druyan

Donald A James

Ching Yu Conrad Lo

This present invention provides an efficient method and system to manage service requests across multiple service request systems. This management method involves merging all service requests from multiple systems into standard system, sorting the request according to some standard and presenting a display list of all of the requests having a common characteristic to a technician or requester. Service requests are gathered from many different backend-ticketing systems and presented to the technicians in a single logical view. Service requests gathered from each backend ticketing system are packaged in an XML document format. The efficient use of a common XML format is an efficient way to manage all service requests from all backend-ticketing systems. These service requests can be sorted by ticket open or close date/time, status, severity of problem, etc. in ascending or descending order and be presented to the technicians in a single logical view. These requests are presented in a display as a single logical view of service requests from different backend systems.

Method and system for managing service requests across multiple systems

In one form, a method, for creating multiple segments of source information for presentation on a device having a limited size display screen, includes generating a first derivative file describing first presentation material. The derivative file is derived from a first copy of a master style sheet file. The master style sheet specifies a style of displaying the source information. The source information includes a plurality of attributes, of which a first set of attributes are included in the first derivative style sheet file. A second derivative file describing second presentation material is derived from a second copy of the master style sheet file. A second set of attributes included in the source information are included in the second derivative file. The first presentation and second presentation materials are generated responsive to the source information and the respective first and second derivative files.

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Long Beach, CA, United States of America

Arsalan K Lodhi