Patents by Inventor David H. Bollinger

David H. Bollinger has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Apparatus and method for monitoring progress of customer generated trouble tickets
    Patent number: 7610213
    Abstract: An alerting system is provided for proactively ensuring awareness of pending trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending trouble tickets and determines whether each pending trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending trouble tickets to remove extraneous and invalid information. The parsing module also organizes the pending trouble tickets into data records according to a predefined format.
    Type: Grant
    Filed: May 12, 2004
    Date of Patent: October 27, 2009
    Assignee: International Business Machines Corporation
    Inventors: William R. Jones, David H. Bollinger, Jeffrey S. Lindgren
  • Apparatus and method for monitoring progress of customer generated trouble tickets
    Publication number: 20040210469
    Abstract: An alerting system is provided for proactively ensuring awareness of pending trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending trouble tickets and determines whether each pending trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending trouble tickets to remove extraneous and invalid information. The parsing module also organizes the pending trouble tickets into data records according to a predefined format.
    Type: Application
    Filed: May 12, 2004
    Publication date: October 21, 2004
    Applicant: SBC Technology Resources, Inc.
    Inventors: William R. Jones, David H. Bollinger, Jeffrey S. Lindgren
  • Apparatus and method for monitoring progress of customer generated trouble tickets
    Patent number: 6763333
    Abstract: An alerting system is provided for proactively ensuring awareness of pending customer generated trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending customer generated trouble tickets and determines whether each pending customer generated trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending customer generated trouble tickets to remove extraneous and invalid information.
    Type: Grant
    Filed: December 11, 2000
    Date of Patent: July 13, 2004
    Assignee: SBC Technology Resources, Inc.
    Inventors: William R. Jones, David H. Bollinger, Jeffrey S. Lindgren
  • Apparatus and method for monitoring progress of customer generated trouble tickets
    Publication number: 20010001143
    Abstract: An alerting system is provided for proactively ensuring awareness of pending customer generated trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending customer generated trouble tickets and determines whether each pending customer generated trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending customer generated trouble tickets to remove extraneous and invalid information.
    Type: Application
    Filed: December 11, 2000
    Publication date: May 10, 2001
    Applicant: SBC Technology Resources, Inc.
    Inventors: William R. Jones, David H. Bollinger, Jeffrey S. Lindgren
  • Apparatus and method for monitoring progress of customer generated trouble tickets
    Patent number: 6219648
    Abstract: An alerting system is provided for proactively ensuring awareness of pending customer generated trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending customer generated trouble tickets and determines whether each pending customer generated trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending customer generated trouble tickets to remove extraneous and invalid information.
    Type: Grant
    Filed: March 31, 1998
    Date of Patent: April 17, 2001
    Assignee: SBC Technology Resources, Inc.
    Inventors: William R. Jones, David H. Bollinger, Jeffrey S. Lindgren