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1. WO2020111929 - SYSTEM AND METHOD FOR STEERING A HELPDESK SUPPORT FOR ACCESSING AN EXTERNAL SYSTEM IN HELPDESK SYSTEM

Publication Number WO/2020/111929
Publication Date 04.06.2020
International Application No. PCT/MY2019/050085
International Filing Date 11.11.2019
IPC
G06Q 10/00 2006.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
G06Q 10/06 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
CPC
G06Q 10/06
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
G06Q 10/10
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
10Office automation, e.g. computer aided management of electronic mail or groupware
Applicants
  • MIMOS BERHAD [MY]/[MY]
Inventors
  • ILYAS, Zanawiyah
  • ISMAIL, Tengku Fatimah Roslina
  • CHE MAT, Rahayya
Agents
  • MIRANDAH ASIA (MALAYSIA) SDN BHD
Priority Data
PI 201800226230.11.2018MY
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) SYSTEM AND METHOD FOR STEERING A HELPDESK SUPPORT FOR ACCESSING AN EXTERNAL SYSTEM IN HELPDESK SYSTEM
(FR) SYSTÈME ET PROCÉDÉ D'ORIENTATION DE DÉPANNEUR INFORMATIQUE LUI PERMETTANT D'ACCÉDER À UN SYSTÈME EXTERNE D'UN SYSTÈME D'ASSISTANCE
Abstract
(EN)
The present invention relates to a system (100) and method (300) for steering a helpdesk support (104) for accessing an external system (107) in helpdesk system (102). The system (100) of the present invention provides that the helpdesk system (102) comprises at least one customer (101), at least one storage (103) and a user authentication and authorization (105) module linked to the helpdesk support (104). The present invention further provides that the helpdesk system (102) and the external system (107) is integrated through an embedded module (106). The embedded module comprises a Configuration module (106a), a Data Taxonomy module (106c), a Dome Profile module (106b), an Auditing module (106d) and a Monitoring module (106e). The present invention provides that integration of the helpdesk system (102) and the external system (107) through embedded module (106) enables the helpdesk support to access sensitive information on a specific domain to resolve any possible issues in the helpdesk system (102).
(FR)
La présente invention concerne un système (100) et un procédé (300) d'orientation d'un dépanneur informatique (104) lui permettant d'accéder à un système externe (107) d'un système d'assistance (102). Le système (100) selon la présente invention prévoit que le système d'assistance (102) comprenne au moins un client (101), au moins une mémoire (103) et un module d'authentification et d'autorisation d'utilisateur (105) relié au dépanneur informatique (104). La présente invention prévoit en outre que le système d'assistance (102) et le système externe (107) soient intégrés par l'intermédiaire d'un module intégré (106). Le module intégré comprend un module de configuration (106a), un module de taxonomie de données (106c), un module de profil de dôme (106b), un module de vérification (106d) et un module de surveillance (106e). La présente invention prévoit que l'intégration du système d'assistance (102) et du système externe (107) par l'intermédiaire du module intégré (106) permette au dépanneur informatique d'accéder à des informations sensibles concernant un domaine spécifique pour résoudre tout problème éventuel du système d'assistance (102).
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