IoT Button Service Ticket Generation via Custom Functions
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Solution Overview
Problem
Service providers face inefficiencies in generating service tickets due to difficulties in submitting requests from remote locations, leading to wait times, duplicate efforts, and inefficiencies in handling service issues across multiple users and locations.
Innovation Solution
A method utilizing internet-of-things (IoT) buttons to receive and process button data, determining service locations and issues based on button identification and state information, and generating corresponding service tickets through custom functions associated with the service provider.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users submit service requests via email, phone, or online forms, then service requests can be submitted from remote locations, but wait times increase and manual troubleshooting steps are required
Solution Approach 1:
The system enables self-service by allowing users to automatically generate service tickets through IoT button presses without requiring manual troubleshooting or staff intervention. The button press directly triggers ticket creation with pre-populated location and issue type data.
Solution Approach 2:
The system performs preliminary action by pre-configuring the ticket generation process with location and issue type mappings before the user submits a request. When a button is pressed, the system already has the necessary information structured and ready, eliminating the need for manual data collection and troubleshooting steps.
2Productivity
If staff manually handle phone calls and emails, then service requests can be processed, but duplicate efforts occur and efficiency decreases
Solution Approach 1:
The system eliminates duplicate staff efforts by enabling users to self-generate service tickets through IoT button presses. Each button press creates a unique, pre-populated ticket with location and issue type automatically determined, preventing duplicate tickets for the same issue.
Solution Approach 2:
The system implements feedback by automatically processing button press data through custom functions that determine location and issue type, then generate appropriate service tickets. This automated feedback loop eliminates manual intervention and ensures consistent, efficient processing of all service requests.
3Reliability
If multiple users submit service requests for the same issue, then all requests are captured, but auditing and resource allocation become inefficient
Solution Approach 1:
The system uses feedback mechanisms to automatically process and deduplicate service requests. When multiple users press the same IoT button, the custom function recognizes the identical location and issue type parameters, allowing the system to efficiently audit and consolidate requests without manual intervention.
Solution Approach 2:
The system applies parameter changes by using standardized location and issue type parameters derived from button identification and state information. This standardization allows automated comparison and auditing of service requests, reducing complexity while maintaining reliable capture of all requests.
Data Source
AI summary
Techniques are described herein for generating service tickets. Embodiments include receiving first button data from an internet-of-things (IOT) button, the first button data comprising button identification information that uniquely identifies the IOT button and first button state information that specifies a button state, from a plurality of button states, of the IOT button, wherein the first button data corresponds to a first button press of the IOT button. The first button data is processed using a custom function associated with a service provider to cause: determining, based on the button identification information, a service location associated with the first button press; determining, based on the first button state information, a service issue associated with the first button press; and generating a service ticket corresponding to the first button press, wherein the service ticket indicates the service location and the service issue.