Email Escalation System for SLA Management
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Solution Overview
Problem
Email applications lack advanced features to efficiently manage and escalate messages of high importance, leading to inefficiencies in communication, as they primarily rely on a store-and-forward model with limited functionality.
Innovation Solution
A system and method that determines if a message sent in an email application remains unopened for a predetermined time, automatically transmits it to a secondary user account on an escalation list configured by the sender, and restricts the original recipient from performing actions related to the message.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If email applications use a basic store-and-forward model with limited features, then the system complexity is low and ease of operation is maintained, but communication efficiency and responsiveness to important messages deteriorate
Solution Approach 1:
The patent applies preliminary action by configuring escalation lists and SLA parameters in advance before messages are sent. Users pre-define escalation paths, time thresholds, and recipient hierarchies, allowing the system to automatically execute complex escalation workflows without real-time intervention, thereby improving communication efficiency while maintaining operational simplicity
Solution Approach 2:
The patent segments the email handling process into distinct phases: initial delivery to primary recipient, monitoring for SLA violation, automatic escalation to secondary recipients, and restriction of original recipient actions. This segmentation transforms a simple store-and-forward model into an efficient multi-stage communication workflow without overwhelming system complexity
2Reliability
If email applications lack automated escalation features, then the ease of operation is maintained, but the ability to ensure important messages are not overlooked deteriorates
Solution Approach 1:
The patent implements self-service by enabling users to configure their own escalation lists and SLA parameters without requiring system administrator intervention. The system automatically monitors message status, detects SLA violations, and executes escalation workflows autonomously, ensuring reliable message delivery while maintaining ease of operation through user-friendly self-configuration
Solution Approach 2:
The patent incorporates feedback mechanisms by continuously monitoring whether messages have been opened or acted upon within the specified SLA time frame. The system provides feedback through automatic escalation notifications to secondary recipients and updates on restriction status, ensuring that important messages are reliably delivered and tracked without complicating the user experience
3Productivity
If the system automatically escalates unopened messages to secondary recipients, then communication responsiveness is improved, but the device complexity increases
Solution Approach 1:
The patent reduces system architecture complexity by performing preliminary configuration of escalation paths and time thresholds before messages are sent. The system stores these pre-defined parameters and automatically applies them when monitoring message status, enabling responsive escalation without requiring complex real-time decision-making logic or intricate system architecture
Data Source
AI summary
A method includes determining that a message sent using a sender account to a first user account of an email application is unopened for a first predetermined amount of time. The method further includes, in response to determining that the message is unopened for the first predetermined amount of time, transmitting the message to a second user account on a predetermined escalation list, wherein the predetermined escalation list is configured using the sender account prior to sending the message to the first user account. The method further includes restricting the first user account from performing an action associated with the message.