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

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[ EN ]

CLAIMS

1. A system (100) for steering a helpdesk support (104) to enable a helpdesk system (102) to access an external system (107), wherein

the helpdesk system (102) comprising:

at least one customer (101 ) linked to the helpdesk system (102) whereby the customer (101 ) logs in issues into the helpdesk system (102);

at least one storage (103) linked to the helpdesk system (102) whereby the at least one storage (103) having knowledge base and frequently asked questions of specific domains; and

a user authentication and authorization module (105) linked to the helpdesk support (104) for verifying authentication and authorization of the helpdesk support (104);

the external system (107) having a collection of specific domain related information; and

the helpdesk system (102) and the external system (107) is integrated through an embedded module (106),

characterized in that

the embedded module (106) further comprises:

a Data Taxonomy module (106c) comprises at least one Data Collector for classifying and marking tables and fields of the external information with data protection level based on data classification standard for generating data protection metric;

a Dome Profile module (106b) comprises a collection of profiles and assigning profiles with data protection level to the helpdesk support (104) for enabling the helpdesk support (104) to access the external system (107);

an Auditing module (106d) for tracing access transaction of the external information by the helpdesk support (104);

a Monitoring module (106e) for retrieving the external information access transaction by the helpdesk support (104) in the Auditing module (106d) and generating a report based on the external information access transaction; and

a Configuration module (106a) for configuring a connection between the helpdesk system (102) and the external system (107), configuring Dome Profile module (106b) for assigning profiles with data protection level to the helpdesk support (104), configuring parameters for Data Taxonomy module (106c), configuring Auditing module (106d) and configuring Monitoring module (106e).

2. The system according to claim 1 , wherein the helpdesk system (102) is linked to the helpdesk support (104) to enable the helpdesk support (104) to resolve issues logged in by the customer (101 ) to the helpdesk system (102).

3. The system (100) according to claim 1 , wherein the data protection metric generated by the Data Taxonomy module (106c) is utilized by the Dome Profile module (106b) to enable the helpdesk support (104) to access the tables and fields of the external information.

4. A method (300) for steering a helpdesk support (104) to enable a helpdesk system (102) to access an external system (107) wherein, the method comprising steps of:

linking (302) the helpdesk system (102) to at least one customer (101 ) whereby the customer (101 ) logs in issues into the helpdesk system (102); linking (304) the helpdesk system (102) to at least one storage (103) whereby the storage (103) having knowledge base and frequently asked questions of specific domains;

linking (306) the helpdesk system (102) to the helpdesk support (104) to enable the helpdesk support (104) to resolve issues logged in by the customer (101 ) to the helpdesk system (102);

linking (308) the helpdesk support (104) to a user authentication and authorization module (105) for verifying authentication and authorization of the helpdesk support (104); and

integrating (310) the helpdesk system (102) with an external system (107) by an embedded module (106) for enabling secured access to the external system (107) by the helpdesk support(104),

characterized in that

integrating (310) the helpdesk system (102) with the external system (107) by the embedded module (106) further comprising steps of: configuring (310a) a Configuration module (106a); classifying and marking (310b) external information of the external system (107) with data protection level by a Data Taxonomy module (106c);

assigning (310c) profile with data protection level to the helpdesk support (104) by a Dome Profile module (106b) for enabling the helpdesk support (104) to access the external system (107);

tracing (31 Od) the external information access transaction by the helpdesk support (104) through an Auditing module(106d); and monitoring (31 Oe) the external information access transaction in the Auditing module (106d) and generating a report based on the said external information access transaction through a Monitoring module (106e).

5. The method (300) according to claim 4, wherein configuring (310a) the Configuration module (106a) further comprising steps of:

configuring (401 ) a connection between the helpdesk system (102) and the external system (107);

configuring (403) data protection level;

configuring (409) an Auditing module (106d); and

configuring (41 1 ) a Monitoring module (106e);

wherein,

configuring (401 ) a connection between the helpdesk system (102) and the external system (107) further comprising steps of:

completing (402) connection between helpdesk system (102) and external system, if the connection between helpdesk system (102) and external system (107) is successfully established;

displaying an error and resolving the error log (420) by reconfiguring the connection, if the connection between helpdesk system (102) and external system (107) is not successfully established (602a); and

establishing (107) connection between helpdesk system (102) and external system (107);

configuring data protection level (403) further comprising steps of: proceeding (405) to use default data protection level, if the data protection level is generated automatically (404a); completing the data protection level configuration;

creating (406) a new data protection level, if data protection level is not generated automatically (404);

creating (407) data protection instructions and description; saving (408) the created data protection level, the created data protection instructions and the description in the storage (103); and

completing the data protection level configuration;

configuring (409) an Auditing module (106d) further comprising steps of:

setting (410) auditing parameters; and

saving (408) the auditing parameter in the storage (103); and

configuring (41 1 ) a Monitoring module (106e) further comprising steps of:

setting (412) monitoring parameter; and

saving (408) the monitoring parameter in the storage (103).

6. The method according to claim 4, wherein classifying and marking (310b) the external data of the external system (107) with data protection level by Data Taxonomy module (106c) further comprising steps of:

confirming (501 ) establishment of connection to the external system (107) during configuration of connection between the helpdesk system (102) and the external system (107);

reading (502) tables and fields in external storage system; and determining if the tables and fields are marked automatically;

if automatic marking option is chosen (503);

generating (505) a data protection metric report utilizing auto marking data protection instructions;

verifying (506) the data protection metric report;

if the helpdesk support (104) does not correlate (506a) with the data protection metric report, reiterating step (503); else proceeding (507) to save the data protection metric report in the storage (103); and

if automatic marking option is not chosen (503a);

marking (504) the tables and fields with data protection instructions;

generating (505) data protection metric report utilizing data protection instructions;

verifying (506) the data protection metric report;

if the helpdesk support (104) does not correlate (506a) with the data protection metric report, reiterating step (503); else proceeding to save (507) the data protection metric report in the storage (103).

7. The method according to claim 4, wherein assigning (310c) profile with data protection level to the helpdesk support (104) by Dome Profile module (106b) for enabling the helpdesk support (104) to access the external system (107) further comprising steps of:

determining (601 ) if profile is generated automatically;

if (601 ) automatic profile creation is chosen;

creating default profile (620) utilizing default data protection level; and

assigning (604) profile to the helpdesk support (104); and if automatic profile creation is not chosen (601 a);

creating (602) a new profile;

assigning (603) profile to data protection level generated during data protection level configuration (403); and assigning (604) profile to the helpdesk support (104).

8. The method according to claim 4, wherein tracing (31 Od) the external information access transaction by the helpdesk support (104) through Auditing module (106d) further comprising steps of:

tracing (702) access transaction of the external information system by a helpdesk support (104), if the Auditing module (106d) is enabled (701 );

saving (703) the transaction log in the storage (103); and producing (704) an auditing report and displaying audit trail by the helpdesk system (102).

9. The method according to claim 4, wherein monitoring (31 Oe) the external information access transaction in the Auditing module (106d) and generating a report based on the said external information access transaction through Monitoring module (106e) further comprising steps of:

retrieving (802) information of access transaction by the helpdesk support (104) in the Auditing module (106d), if the Monitoring module (106e) is enabled (801 );

obtaining (803) profile information in the Dome Profile module (106b); and

generating (804) a monitoring report based on the information of the access transaction by the helpdesk support (104) in the Auditing module (106d) and profile information in the Dome profile module (106b).