Issue Tracking Integration Platform for Secure Cross-Network Ticket Translation
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Solution Overview
Problem
The existing issue tracking systems of service providers and their customers operate as separate, non-communicating entities due to security and incompatibility concerns, leading to inefficiencies and susceptibility to errors in managing customer service issues and changes.
Innovation Solution
An integration platform with a gateway server and ticket translation system facilitates secure communication between customer and service provider issue tracking systems, allowing for the exchange of ticket information and enabling efficient notification and response to issues through workforce and provisioning management systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If issue tracking systems of service provider and customer are maintained as separate systems, then security and system compatibility are preserved, but communication efficiency and error reduction are worsened
Solution Approach 1:
The patent implements a message broker as an intermediary component that sits between the service provider's issue tracking system and the customer's issue tracking system. This message broker receives messages from one system, translates them into the appropriate format, and forwards them to the other system. This intermediary approach allows the two separate systems to communicate effectively without direct integration, thereby maintaining security and compatibility while improving communication efficiency and reducing errors.
2Reliability
If issue tracking systems are maintained as separate systems, then system independence and security are maintained, but error susceptibility and operational efficiency are worsened
Solution Approach 1:
The message broker serves as a reliable intermediary that ensures accurate message transmission between separate issue tracking systems. It implements message formatting, validation, and translation protocols that reduce errors during communication. The broker maintains message integrity through standardized schemas and error handling mechanisms, thereby reducing error susceptibility while preserving system independence.
Solution Approach 2:
The system employs parameter changes by transforming messages between different formats and schemas. The message broker converts customer issue tracking system messages into service provider issue tracking system messages by changing parameters such as message structure, data types, and protocol formats. This parameter transformation enables compatible communication between independent systems while maintaining their individual integrity.
3Reliability
If separate issue tracking systems are used, then security and compatibility are maintained, but notification speed and response efficiency are worsened
Solution Approach 1:
The message broker enables real-time or near-real-time message routing between issue tracking systems, significantly improving notification speed compared to manual processes or batch transfers. The intermediary automatically receives, processes, and forwards messages without human intervention, reducing latency while maintaining security through controlled message transmission protocols.
Solution Approach 2:
The message broker implements continuous message processing and forwarding operations, ensuring that issue notifications are transmitted without interruption or delay. This continuous operation maintains a steady flow of information between systems, improving response efficiency while security measures are continuously applied to each message.
Data Source
AI summary
Communication between a first issue tracking system and a second issue tracking system is provided. An integration platform is configured to translate an issue tracking ticket from a form recognizable by the first issue tracking system, which can be a component of a customer network, into a form recognizable by the second issue tracking system, which can be a component of a service provider network. A gateway server is provided to control communications between the integration platform and the issue tracking system of the service provider network.