WO2025013062A1

WO2025013062A1 - Method and system for automatically updating a work order

Info

Publication number: WO2025013062A1
Application number: PCT/IN2024/051130
Authority: WO
Inventors: Sandeep Bisht; Sumansingh KANWAR; Sonu YADAV; Aayush Bhatnagar; Ankur MISHRA; Divyanshu VISIYA; Rohit Soni; Shaileshkumar Gunvantray Jha; Diptanshu SHUKLA; Namrata KASHYAP; Deepanshu Singla
Original assignee: Jio Platforms Ltd
Current assignee: Jio Platforms Ltd
Priority date: 2023-07-13
Filing date: 2024-07-09
Publication date: 2025-01-16
Anticipated expiration: 2026-01-13

Abstract

The present disclosure relates to a method and a system for automatically updating a work order. The present disclosure encompasses: receiving, via a data ingestion microservice, a request for creation of the work order; generating, via an event streaming platform, based on the request for creation of the work order, the work order comprising a set of work tasks; assigning, via a workflow manager, one or more service-level agreement (SLAs); assigning, via the workflow manager, an agent to the work order; transmitting, via a Notification Engine, a first set of notifications in a predefined format to the agent; detecting, via an interface, a task success status associated with at least one work task from the set of work tasks, or a breach condition associated with the one or more SLAs; and automatically updating, at the event streaming platform, the work order based on the task success status and the breach condition.

Description

METHOD AND SYSTEM FOR AUTOMATICALLY UPDATING A WORK ORDER

FIELD OF INVENTION

[0001] Embodiments of the present disclosure relate to work order management. More particularly, embodiments of the present disclosure relate to method and system for automatically updating a work order.

BACKGROUND

[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.

[0003] The task of work order processing on the field is a complicated process especially when it is required that there must be a higher degree of correlation between the on-field data and backend application including managing and processing huge amount of data. There are many inconsistencies that are observed like data mismatches in the inventory data, address details, customer requirements, etc. Another problem is that if there is some kind of work order completion time breach and non-auto escalation of the work order, it may result in jeopardy.

[0004] Thus, there exists an imperative need in the art to optimising microservices based field work orders processing, which the present disclosure aims to address.

SUMMARY

[0005] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.

[0006] An aspect of the present disclosure relates to a method for automatically updating a work order. The method comprises receiving, by a transceiver unit via a data ingestion microservice, a request for creation of the work order. The method further comprises generating, by a processing unit via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The method further comprises assigning, by the processing unit via a workflow manager, one or more service-level agreement (SLAs) to the work order. The method further comprises assigning, by the processing unit via the workflow manager, an agent to the work order. The method further comprises transmitting, by the transceiver unit via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The method further comprises detecting, by the processing unit via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs. The method further comprises automatically updating, by the processing unit at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

[0007] In an exemplary aspect of the present disclosure, the method further comprises transmitting, by the transceiver unit via the Notification Engine, a second set of notifications in a predefined format to the agent based on detecting the breach condition associated with the one or more SLAs.

[0008] In another exemplary aspect of the present disclosure, the first set of notifications is transmitted, by the transceiver unit [302] via the notification engine in one of a predefined short message service (SMS) format and an email format.

[0009] In another exemplary aspect of the present disclosure, the second set of notifications is transmitted, by the transceiver unit [302] via the notification engine in one of a predefined short message service (SMS) format and an email format.

[0010] In another exemplary aspect of the present disclosure, the request for creation of the work order is based at least on an available timeslot value of the agent, and one or more parameters associated with at least one ticket.

[0011] In another exemplary aspect of the present disclosure, the method further comprises assigning, by the processing unit via the workflow manager, a target workflow, wherein the target workflow corresponds to a sequence of actions defined for the completion of the work order. [0012] In another exemplary aspect of the present disclosure, the first set of notifications comprises information associated with assigned work order and the corresponding set of work tasks.

[0013] Another aspect of the present disclosure relates to a system for automatically updating a work order. The system comprises a transceiver unit and a processing unit connected with each other. The transceiver unit [302] is configured to receive, via a data ingestion microservice, a request for creation of the work order. The processing unit is configured to generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The processing unit is further configured to assign, via a workflow manager, one or more service-level agreement (SLAs) to the work order. The processing unit is further configured to assign, via the workflow manager, an agent to the work order. The transceiver unit is further configured to transmit, via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The processing unit is further configured to detect, via an interface, at least one of a task success status associated with at least one work task from the set of work tasks and a breach condition associated with the one or more SLAs. The processing unit is further configured to automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

[0014] Yet another aspect of the present disclosure relates to a non-transitory computer readable storage medium storing one or more instructions for automatically updating a work order, the one or more instructions include executable code which, when executed by one or more units of a system, causes the one or more units to perform certain functions. The instructions when executed causes a transceiver unit of the system to receive, via a data ingestion microservice, a request for creation of the work order. The instructions when executed further causes a processing unit of the system to generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The instructions when executed further causes the processing unit of the system to assign, via a workflow manager, a target workflow and one or more service-level agreement (SLAs) to the work order. The instructions when executed further causes the processing unit of the system to assign via the workflow manager, an agent to the work order. The instructions when executed further causes the transceiver unit of the system to transmit via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The instructions when executed further causes the processing unit of the system to detect, via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs. The instructions when executed further causes the processing unit of the system to automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

OBJECTS OF THE DISCLOSURE

[0015] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.

[0016] It is an object of the present disclosure to provide a system and a method for automatically updating a work order.

[0017] It is an object of the present disclosure to provide a system and a method to automate assignment of one or more tasks to a field agent.

[0018] It is another object of the present disclosure to provide a solution to send notification to the field agent apprising about the assignment.

[0019] It is yet another object of the present disclosure to provide a solution with a higher degree of correlation between the on-field data and backend application with enhance the security, speed and thus the service delivery.

[0020] It is yet another object of this invention to enhance the existing system or methods to adapt or provide capabilities in handling dynamic workflows of 5G FCAPS (fault, configuration, accounting, performance and security). The dynamic workflows comprise well defined workflows for Work order, Trouble ticketing, Planned Maintenance, Service Quality Management, RCA Management, Knowledge Management, work force management and similar workflows to provide closed loop automation in operation support system (OSS). It should be understood that this invention's scope is not limited to 5G FCAPS, it can be extended to or adapted to existing or future variations.

BRIEF DESCRIPTION OF THE DRAWINGS [0021] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.

[0022] FIG. 1 illustrates an exemplary block diagram representation of a system architecture for functioning of the system for automatically updating a work order.

[0023] FIG. 2 illustrates an exemplary block diagram of a computing device upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.

[0024] FIG. 3 illustrates an exemplary block diagram of a system for automatically updating a work order, in accordance with exemplary implementations of the present disclosure.

[0025] FIG. 4 illustrates a method flow diagram for automatically updating a work order in accordance with exemplary implementations of the present disclosure.

[0026] The foregoing shall be more apparent from the following more detailed description of the disclosure.

DETAILED DESCRIPTION

[0027] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above. [0028] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.

[0029] Specific details are given in the following description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.

[0030] It should be noted that the terms "first", "second", "primary", "secondary", "target" and the like, herein do not denote any order, ranking, quantity, or importance, but rather are used to distinguish one element from another.

[0031] Also, it is noted that individual embodiments may be described as a process which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations may be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure.

[0032] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive — in a manner similar to the term “comprising” as an open transition word — without precluding any additional or other elements. [0033] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality of microprocessors, one or more microprocessors in association with a Digital Signal Processing (DSP) core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.

[0034] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smartdevice”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The user equipment/device may include, but is not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, wearable device or any other computing device which is capable of implementing the features of the present disclosure. Also, the user device may contain at least one input means configured to receive an input from unit(s) which are required to implement the features of the present disclosure.

[0035] As used herein, “storage unit” or “memory unit” refers to a machine or computer-readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable medium includes read-only memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical storage media, flash memory devices or other types of machine-accessible storage media. The storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.

[0036] As used herein “interface” or “user interface” refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called. [0037] All modules, units, components used herein, unless explicitly excluded herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.

[0038] As used herein the transceiver unit include at least one receiver and at least one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system.

[0039] As discussed in the background section, the current known solutions have several shortcomings. The task of work order processing on the field is not an easy task when there must be a higher degree of correlation between the on-field data and backend application. There are many inconsistencies that are observed like data mismatches in the inventory data, address details, customer requirements, etc. Additionally, if there is some kind of work order completion time breach and non-auto escalation of the work order, it may result in any jeopardy. The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by providing method and system of automatically updating a work order.

[0040] FIG. 1 illustrates an exemplary block diagram representation of an exemplary block diagram representation of an architecture of a system [100] for providing functioning of automatically updating a work order, in accordance with exemplary implementation of the present disclosure. As shown in FIG. 1, the system architecture [100] includes a network management entity (NME) [102], a customer relationship manager microservice (CRM) [104], a network planning and operation entity (NPO) [106], an integrated performance management microservice (IPM) [108], a user interface (UI) [110], a platform [112], an application programming interface (API) gateway [114], one or more data ingestion microservice (DI) [116], a data aggregation microservice (DA) [118], a server cluster [120], an identification and access management microservice (IAM) [122], a lightweight directory access protocol (LDAP) unit [124], a workorder manager (WOM) [126], a workflow assignment microservice (WFA) [128], a workflow execution engine (WFEE) [130], a workflow manager (WFM) [132], a customer assurance microservice (CA) [134], a resource assurance microservice (RA) [136], a service assurance microservice (SA) [138], a workflow design microservice (WFD) [140], a network management system (NMS) [142], a service management platform microservice (SMPM) [144], and a database [146], Further, all the components of the system architecture [100] are assumed to be connected to each other in a manner as obvious to the person skilled in the art for implementing features of the present disclosure.

[0041] The network management entity (NME) [102] refers to a component which is responsible for collection of data from connected devices such as switches, routers, access points, and client devices. The NME [102] provides network administrators control operation of devices and their interaction with each other. The NME [102] acts as a channel between the telecommunication network and the system architecture [100],

[0042] The customer relationship manager microservice (CRM) [104] is a component which is responsible for administration of processing of the interaction with the customers and may be performed using data analysis and studying large amounts of information.

[0043] The network planning and operation entity (NPO) [106] is a component which is responsible for planning and operation of the communication network.

[0044] The integrated performance management microservice (IPM) [108] is a component which is responsible for monitoring every node within the network using performance counters and key performance indicators (KPIs).

[0045] The user interface (UI) [110] is an interface which may be used for communication with a user. The UI [110] may be provided with multiple options available in the SMPM [144],

[0046] The platform [112] may refer to an application within a user equipment, being used for communication with the user.

[0047] The application programming interface (API) gateway [114] is a component used for runtime and backend for API calls. The API gateway [114] is responsible for securing, protecting, managing, and scaling the API call by intercepting requests and applying policies such as throttling and security using handlers and managing statistics.

[0048] The one or more data ingestion microservice (DI) [116] is a component responsible for providing mechanism to ingest data into the server clusters that are related to work order management and workflow management. [0049] The data aggregation microservice (DA) [118] is a component responsible for aggregation of data for usage in a service management platform. The DA is responsible for fetching resources from one or more sources, then these fetched resources are aggregated, for sending these aggregated resources to a requesting entity which requests the aggregated resources.

[0050] The server cluster [120] may refer to a group of servers that work together to handle the incoming and outgoing data streams for a system. Each server has a separate process that runs on a different machine and communicates with other servers through a high-speed, fault-tolerant network. The server cluster [120] may also comprise a service used for streaming data to and from the server cluster [120],

[0051] The identification and access management microservice (IAM) [122] is a component used for authorisation and authentication for the SMPM [144], The IAM [122] is responsible for providing a token which may be used in subsequent requests. The token comprises information associated with the user, a user-agent, an internet protocol (IP), a last access time and a policy. The token enables separation of authorised requests from unauthorised requests.

[0052] The lightweight directory access protocol (LDAP) unit [124] is a platform protocol responsible for authentication of directory services. The directory services comprise storing of information associated with at least one of one or more users, one or more passwords, and one or more computer accounts. The directory services are responsible for sharing the information with other entities on the network.

[0053] The workorder manager (WOM) [126] is a module responsible for dealing with the processing of the work orders, or more specifically, for field work orders. The processing for the work orders may include evaluation of various rules such as assignment of the work order, execution of the work order, fulfilment of the work order, completion of the work order, rejection of the work order, and a notification associated with the work order.

[0054] The workflow assignment microservice (WFA) [128] is a component used for providing a mechanism for assignment of operation context (OCs) based on a circle and a job role. The job role may be provided by the LDAP unit [124], The WFA [128] also comprises a mechanism for managing service level agreements and escalation matrix. The operation context (may also be referred to as an assignment group) is an entity that contains members or sub-entities such as the managers, coordinator, approvers, among other such sub-entities. [0055] The workflow execution engine (WFEE) [130] is a component used for providing a mechanism to manage execution of generated workflow. The WFEE [130] is also responsible for archiving all of the workflows that have been completed.

[0056] The workflow manager (WFM) [132] is a component used for providing a mechanism for managing and providing provision for workflow which is created for the work order. The WFM [132] is also used for the CA [134], the RA [136] and the SA [138],

[0057] The customer assurance microservice (CA) [134] is a component responsible for providing a mechanism to manage all work orders and service requests associated with customer assurance, and the CRM [104],

[0058] The resource assurance microservice (RA) [136] is a component responsible for providing a mechanism to manage all work orders and service requests associated with resource assurance, and the NME [102],

[0059] The service assurance microservice (SA) [138] is a component responsible for providing a mechanism to manage all work orders and service requests associated with the service assurance, the NPO [106], and the IPM [108],

[0060] The workflow design microservice (WFD) [140] is a component responsible for providing a mechanism for designing and creation of workflow from the UI [110] for generated work orders and service requests related to the CA [134], the RA [136], and the SA [138], The WFD [140] is also responsible for sharing the designed workflow with the WFM [132],

[0061] The network management system (NMS) [142] is a component responsible for collection of data from connected devices such as switches, routers, access points, and client devices, and also provides network administrators control operation of devices and their interaction with each other. The NMS [142] acts as a module for management of fault, configuration, accounting, performance and security (FCAPS) for the system architecture [100],

[0062] The service management platform microservice (SMPM) [144] is a combination of the WOM [126], the WFA [128], the WFEE [130], the WFM [132], the CA [134], the RA [136], the SA [138], and the WFS [140], [0063] The database [146] is an organized collection of data that is available electronically. The database can be used for manipulating, updating, storing, creating a back-up, securing, and managing the collection of data within the database [146], The database [146] may have an inmemory data structure storage which may also be used as a cached service. The database [146] may also comprise a search engine for exploring the data within the database [146],

[0064] FIG. 2 illustrates an exemplary block diagram of a computing device [200] upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [200] may also implement a method for automatically updating a work order utilising the system [300], In another implementation, the computing device [200] itself implements the method for automatically updating a work order using one or more units configured within the computing device [200], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.

[0065] The computing device [200] may include a bus [202] or other communication mechanism for communicating information, and a hardware processor [204] coupled with bus [202] for processing information. The hardware processor [204] may be, for example, a general-purpose microprocessor. The computing device [200] may also include a main memory [206], such as a random-access memory (RAM), or other dynamic storage device, coupled to the bus [202] for storing information and instructions to be executed by the processor [204], The main memory [206] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the processor [204], Such instructions, when stored in non-transitory storage media accessible to the processor [204], render the computing device [200] into a special-purpose machine that is customized to perform the operations specified in the instructions. The computing device [200] further includes a read only memory (ROM) [208] or other static storage device coupled to the bus [202] for storing static information and instructions for the processor [204],

[0066] A storage device [210], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [202] for storing information and instructions. The computing device [200] may be coupled via the bus [202] to a display [212], such as a cathode ray tube (CRT), Liquid crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for displaying information to a computer user. An input device [214], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [202] for communicating information and command selections to the processor [204], Another type of user input device may be a cursor controller [216], such as a mouse, a trackball, or cursor direction keys, for communicating direction information and command selections to the processor [204], and for controlling cursor movement on the display [212], The input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.

[0067] The computing device [200] may implement the techniques described herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [200] causes or programs the computing device [200] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the computing device [200] in response to the processor [204] executing one or more sequences of one or more instructions contained in the main memory [206], Such instructions may be read into the main memory [206] from another storage medium, such as the storage device [210], Execution of the sequences of instructions contained in the main memory [206] causes the processor [204] to perform the process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.

[0068] The computing device [200] also may include a communication interface [218] coupled to the bus [202], The communication interface [218] provides a two-way data communication coupling to a network link [220] that is connected to a local network [222], For example, the communication interface [218] may be an integrated services digital network (ISDN) card, cable modem, satellite modem, or a modem to provide a data communication connection to a corresponding type of telephone line. As another example, the communication interface [218] may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [218] sends and receives electrical, electromagnetic or optical signals that carry digital data streams representing various types of information.

[0069] The computing device [200] can send messages and receive data, including program code, through the network(s), the network link [220] and the communication interface [218], In the Internet example, a server [230] might transmit a requested code for an application program through the Internet [228], the ISP [226], the local network [222], the host [224] and the communication interface [218], The received code may be executed by the processor [204] as it is received, and/or stored in the storage device [210], or other non-volatile storage for later execution.

[0070] Referring to FIG. 3, an exemplary block diagram of a system [300] for automatically updating a work order, is shown, in accordance with the exemplary implementations of the present disclosure. The system [300] comprises at least one transceiver unit [302], and at least one processing unit [304], Also, all of the components/ units of the system [300] are assumed to be connected to each other unless otherwise indicated below. As shown in the FIG. 3 all units shown within the system [300] should also be assumed to be connected to each other. Also, in FIG. 3 only a few units are shown, however, the system [300] may comprise multiple such units or the system [300] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [300] may be present in a user device/ user equipment to implement the features of the present disclosure. The system [300] may be a part of the user device / or may be independent of but in communication with the user device (may also referred herein as a UE). In another implementation, the system [300] may reside in a server or a network entity. In yet another implementation, the system [300] may reside partly in the server/ network entity and partly in the user device.

[0071] The system [300] is configured for automatically updating a work order, with the help of the interconnection between the components/units of the system [300], In one example, the work order may refer to an order for assignment of a work. The assignment of the work may be, for example, for performing one or more actions such as maintenance of one or more network nodes within a telecommunication network. In another example, the work order may refer to a document that includes all the details of maintenance tasks, associated with a network node, and outlines a process for completing those tasks.

[0072] Initially, the transceiver unit [302] is configured to receive, via the data ingestion microservice [116], a request for creation of the work order. In one example, the request for creation of the work order may refer to a request for booking an appointment with an agent for providing the service associated with the work order. The agent may refer to a workmen assigned for performing one or more actions based on the work order.

[0073] In an exemplary aspect of the present disclosure, the present disclosure further encompasses that the request for creation of the work order is based at least on an available timeslot value of the agent, and one or more parameters associated with at least one ticket. The available timeslot value of the agent may refer to a time period at which the agent is available for completion of the assigned work order. Such available timeslot value may be fetched from a database containing information associated with the work orders assigned to one or more agents. The one or more parameters associated with at least one ticket may refer to one or more details provided in the work order which may provide certain instructions for performing the tasks given in the work order. The at least one ticket may be used for an assignment of the work order to the agent, and the assignment may be done via the at least one ticket. The at least one ticket may be used track the work order and the associated agent.

[0074] After receiving the request for creation of the work order, the processing unit [304] is then configured to generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The set of work tasks may refer to the one or more tasks associated with the work order. The set of work tasks may comprise one or more actions required to be performed for completion of the work order. The set of work tasks may be generated based on the one or more parameters associated with at least one ticket. For example, the event streaming platform may be the Server Cluster [120],

[0075] Once the work order is generated, the processing unit [304] is configured to assign, via the workflow manager [132], one or more service-level agreements (SLAs) to the work order. In another implementation, the present disclosure further comprises that the processing unit [304] may also be configured to assign, via the workflow manager [132], a target workflow to the work order. The target workflow may refer to a component which is responsible for managing repetitive processes and tasks that may occur in a particular order. The one or more SLAs may refer to a document outlining a commitment between a service provider and a service recipient, including details of the service, the standards required to be adhered by the service provider, and may also provide certain metrics that may be used for measuring the performance.

[0076] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the target workflow corresponds to a sequence of actions defined for the completion of the work order. The sequence of the actions may refer to sequence of performing the one or more actions or the set of work tasks that are required to be performed for the completion of the work order.

[0077] Thereafter, the processing unit [304] is then configured to assign, via the workflow manager [132], the agent to the work order. The assignment of the work order enables the agent to perform the one or more actions or the set of work tasks for completion of the work order. The assignment of the agent can be done both manually and may also be done automatically by the system [300], Manual assignment of the work order may be done via the user interface.

[0078] After, the assignment of the agent for the work order, the transceiver unit [302] is further configured to transmit, via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The first set of notifications may refer to the set of instructions which are provided to the agent for notifying the agent that the work order has been assigned to that particular agent, and the first set of notification may also comprise the set of work tasks and the one or more parameters for providing details for performing or completion of the work order. The notification engine may refer to an application program, or a module used for sending the notification. The application program or the module used for sending the notification may include for example an email, an SMS, a push notification, etc.

[0079] In further exemplary aspect of the present disclosure, the present disclosure further encompasses that the first set of notifications comprises information associated with assigned work order and the corresponding set of work tasks.

[0080] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the first set of notifications is transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format. The predefined SMS format is a format used for messaging the agent and the predefined SMS format may be customised based on the type of information sent in the first set of notifications. The email format is a format used for sending an email to the agent for providing the first set of notifications to the agent. The email format may be customised based on the type of the information sent in the first set of notifications. The customisation of the predefined SMS format and the email format may be done by an implementor of the present disclosure, such as by a network entity or a service provider.

[0081] Thereafter, the processing unit [304] is further configured to detect, via an interface, at least one of a task success status associated with at least one work task from the set of work tasks and a breach condition associated with the one or more SLAs. The task success status may refer to an event when the work order is completed, and to check whether the work order is completed the at least one work task from the set of work tasks may be analysed. The breach condition may refer to an event when the work order is not completed due to any breach in the one or more SLAs. The breach condition may also comprise the reason for the agent being not able to complete the work order. The interface may be the user interface [110] in the system architecture [100], For detection of the task success status, the agent inputs all of the processes and submits work order data into a platform, and the inputs to the platform may be provided from a user equipment. The breach condition may be detected based on a test associated with the service level objectives. The service level objectives correspond to a high priority test, and a medium priority trouble ticket. The breach condition may relate to the remaining time or time required for completion of the task. The breach condition may also relate to a portion or a percentage that denotes the completion of task. The breach condition may also relate to a predefined time, in case the task success status is not reached until a predefined time, and the agent may not be able to complete the task assigned in the given period of time.

[0082] After the detection of the task success status and the breach condition, then the processing unit [304] is configured to automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs. The work order is updated based on whether the work has been completed, and if the work order has been completed then the task success status is assigned as the status of the work order. The work order is updated as not completed if the work order is not completed due to breach conditions. In an exemplary aspect of the present disclosure, the platform may send the inputs to the system [300] for updating the work order. In another exemplary implementation of the present disclosure, the platform may send the inputs to the system [300] for updating the work order, by sending a milestone update request. The milestone update request may be sent via provisioning and activation calls.

[0083] The present disclosure further encompasses that the transceiver unit [302] may also be further configured to transmit, via the Notification Engine, a second set of notifications in a predefined format to the agent based on detecting the breach condition associated with the one or more SLAs. The second set of notifications may refer to the set of instructions which are provided to the agent for notifying the agent that the work order has been assigned to that particular agent and the same has not been completed yet, and the second set of notification may also comprise the set of work tasks and the one or more parameters for providing details for performing or completion of the work order. For example, the second set of notifications may be sent to the agent for escalating the problem and notifying the breach condition to the agent.

[0084] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the second set of notifications may also be transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format. The predefined SMS format is a format used for messaging the agent and the predefined SMS format may be customised based on the type of information sent in the second set of notifications. The email format is a format used for sending an email to the agent for providing the second set of notifications to the agent. The email format may be customised based on the type of the information sent in the second set of notifications. The customisation of the predefined SMS format and the email format may be done by an implementor of the present disclosure, such as by a network entity or a service provider.

[0085] The work order may be monitored and managed after the automatically updating of the work orders. Based on the automatically updating of the work orders, the work order can also be monitored or managed on the user interface. The work orders may also be executed via the platform in the user equipment. The monitoring or managing of the work orders may also be done in real time by using the user interface.

[0086] Referring to FIG. 4, an exemplary method flow diagram [400] for automatically updating a work order, in accordance with exemplary implementations of the present disclosure is shown. In an implementation the method [400] is performed by the system [300], Further, in an implementation, the system [300] may be present in a server device to implement the features of the present disclosure. Also, as shown in FIG. 4, the method [400] starts at step [402],

[0087] In one example, the work order may refer to an order for assignment of a work. The assignment of the work may be for example for performing one or more actions such as maintenance of one or more network nodes within a telecommunication network. The work order may refer to a document that includes all the details of maintenance tasks, associated with a network node and outlines a process for completing those tasks.

[0088] Initially, at step [404], the method [400] comprises receiving, by a transceiver unit [302] via a data ingestion microservice [116], a request for creation of the work order. In one example, the request for creation of the work order may refer to a request for booking an appointment with an agent for providing the service associated with the work order. The agent may refer to a workmen assigned for performing one or more actions based on the work order.

[0089] In an exemplary aspect of the present disclosure, the present disclosure further encompasses that the request for creation of the work order is based at least on an available timeslot value of the agent, and one or more parameters associated with at least one ticket. The available timeslot of the agent may refer to a time period at which the agent is available for completion of the assigned work order. Such available timeslot may be fetched from a database containing information associated with the work orders assigned to one or more agents. The one or more parameters associated with at least one ticket may refer to one or more details provided in the work order which may provide certain instructions for performing the tasks given in the work order. The at least one ticket may refer to an assignment of the work order to the agent, and the assignment may be done via the at least one ticket. The at least one ticket may be used to track the work order and the associated agent.

[0090] After receiving the request for creation of the work order, then at step [406], the method [400] comprises generating, by a processing unit [304] via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The set of work tasks may refer to the one or more tasks associated with the work order. The set of work tasks may comprise one or more actions required to be performed for completion of the work order. The set of work tasks may be generated based on the one or more parameters associated with at least one ticket. For example, the event streaming platform may be the server cluster [120],

[0091] Once, the work order is generated, then at step [408], the method [400] comprises assigning, by the processing unit [304] via a workflow manager [132], one or more service-level agreement (SLAs) to the work order. In another implementation of the present disclosure, the method [400] further comprises assigning, by the processing unit [304] via a workflow manager [132], a target workflow to the work order. The target workflow may refer to a component which is responsible for managing repetitive processes and tasks that may occur in a particular order. The one or more SLAs may refer to a document outlining a commitment between a service provider and a service recipient, including details of the service, the standards required to be adhered by the service provider, and may also provide certain metrics that may be used for measuring the performance.

[0092] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the target workflow corresponds to a sequence of actions defined for the completion of the work order. The sequence of the actions may refer to sequence of performing the one or more actions or the set of work tasks that are required to be performed for the completion of the work order. [0093] Thereafter, at step [410], the method [400] comprises assigning, by the processing unit [304] via the workflow manager [132], an agent to the work order. The assignment of the work order enables the agent to perform the one or more actions or the set of work tasks for completion of the work order. The assignment of the agent can be done both manually and may also be done automatically by the system [300], Manual assignment of the work order may be done via the user interface.

[0094] After, the assignment of the agent for the work order, at step [412], the method [400] comprises transmitting, by the transceiver unit [302] via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The first set of notifications may refer to the set of instructions which are provided to the agent for notifying the agent that the work order has been assigned to that particular agent, and the first set of notification may also comprise the set of work tasks and the one or more parameters for providing details for performing or completion of the work order. The notification engine may refer to an application program, or a module used for sending the notification. The application program or the module used for sending the notification may include for example an email, an SMS, a push notification, etc.

[0095] In further exemplary aspect of the present disclosure, the present disclosure further encompasses that the first set of notifications comprises information associated with assigned work order and the corresponding set of work tasks.

[0096] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the first set of notifications is transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format. The predefined SMS format is a format used for messaging the agent and the predefined SMS format may be customised based on the type of information sent in the first set of notifications. The email format is a format used for sending an email to the agent for providing the first set of notifications to the agent. The email format may be customised based on the type of the information sent in the first set of notifications. The customisation of the predefined SMS format and the email format may be done by an implementor of the present disclosure, such as by a network entity or a service provider. [0097] Thereafter, at step [414], the method [400] comprises detecting, by the processing unit [304] via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs. The task success status may refer to an event when the work order is completed, and to check whether the work order is completed the at least one work task from the set of work tasks may be analysed. The breach condition may refer to an event when the work order is not completed due to any breach in the one or more SLAs. The breach condition may also comprise the reason for the agent being not able to complete the work order. For detection of the task success status, the agent inputs all of the processes and submits work order data into a platform, and the inputs to the platform may be provided from a user equipment. The breach condition may be detected based on a test associated with the service level objectives. The service level objectives correspond to a high priority test, and a medium priority trouble ticket. The breach condition may relate to the remaining time or time required for completion of the task. The breach condition may also relate to a portion or a percentage that denotes the completion of task. The breach condition may also relate to a predefined time, in case the task success status is not reached until a predefined time, and the agent may not be able to complete the task assigned in the given period of time.

[0098] After the detection of the task success status and the breach condition, then at step [416], the method [400] comprises automatically updating, by the processing unit [304] at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs. The work order is updated based on whether the work has been completed, and if the work order has been completed then the task success status is assigned as the status of the work order. The work order is updated as not completed if the work order is not completed due to breach conditions. In an exemplary aspect of the present disclosure, the platform may send the inputs to the system [300] for updating the work order. In another exemplary implementation of the present disclosure, the platform may send the inputs to the system [300] for updating the work order, by sending a milestone update request. The milestone update request may be sent via provisioning and activation calls.

[0099] The present disclosure further encompasses that the method [400] further comprises transmitting, by the transceiver unit [302] via the Notification Engine, a second set of notifications in a predefined format to the agent based on detecting the breach condition associated with the one or more SLAs. The second set of notifications may refer to the set of instructions which are provided to the agent for notifying the agent that the work order has been assigned to that particular agent and the same has not been completed yet, and the second set of notification may also comprise the set of work tasks and the one or more parameters for providing details for performing or completion of the work order. For example, the second set of notifications may be sent to the agent for escalating the problem and notifying the breach condition to the agent.

[0100] In another exemplary aspect of the present disclosure, the present disclosure further encompasses that the second set of notifications may also be transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format. The predefined SMS format is a format used for messaging the agent and the predefined SMS format may be customised based on the type of information sent in the second set of notifications. The email format is a format used for sending an email to the agent for providing the second set of notifications to the agent. The email format may be customised based on the type of the information sent in the second set of notifications. The customisation of the predefined SMS format and the email format may be done by an implementor of the present disclosure, such as by a network entity or a service provider.

[0101] The work order may be monitored and managed after the automatically updating of the work orders. Based on the automatically updating of the work orders, the work order can also be monitored or managed on the user interface. The work orders may also be executed via the platform in the user equipment. The monitoring or managing of the work orders may also be done in real time by using the user interface.

[0102] Thereafter, at step [418], the method [400] terminates.

[0103] The present disclosure further discloses a non-transitory computer readable storage medium storing one or more instructions for automatically updating a work order, the one or more instructions include executable code which, when executed by one or more units of a system [300], causes the one or more units to perform certain functions. The instructions when executed causes a transceiver unit [302] of the system [300] to receive, via a data ingestion microservice [116], a request for creation of the work order. The instructions when executed further causes a processing unit [304] of the system [300] to generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks. The instructions when executed further causes the processing unit [304] of the system [300] to assign, via a workflow manager [132], one or more service-level agreement (SLAs) to the work order. The instructions when executed further causes the processing unit [304] of the system [300] to assign via the workflow manager [132], an agent to the work order. The instructions when executed further causes the transceiver unit [302] of the system [300] to transmit via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order. The instructions when executed further causes the processing unit [304] of the system [300] to detect, via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs. The instructions when executed further causes the processing unit [304] of the system [300] to automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

[0104] As is evident from the above, the present disclosure provides a technically advanced solution for automatically updating a work order. The present solution provides microservice based implementation for end-to-end processing of the work order provides better scalability and improved jeopardy managements which is essential to reduce product to market time. Further, all the microservices for the data ingestion, work order creation, work order management, SLA attachment are kept different in the present solution which further enhances the security, speed and thus the service delivery. The present solution may use a dedicated mobile application for the onfield work order processing having all the capabilities that helps on field agents. Further, the application may support N types of different work orders which offers diversification in the work order management of the systems.

[0105] While considerable emphasis has been placed herein on the disclosed implementations, it will be appreciated that many implementations can be made and that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.

[0106] Further, in accordance with the present disclosure, it is to be acknowledged that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The functionality of specific units as disclosed in the disclosure should not be construed as limiting the scope of the present disclosure. Consequently, alternative arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.

Claims

We Claim:

1. A method [400] for automatically updating a work order, the method comprising: receiving, by a transceiver unit [302] via a data ingestion microservice [116], a request for creation of the work order; generating, by a processing unit [304] via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks; assigning, by the processing unit [304] via a workflow manager [132], one or more servicelevel agreement (SLAs) to the work order; assigning, by the processing unit [304] via the workflow manager [132], an agent to the work order; transmitting, by the transceiver unit [302] via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order; detecting, by the processing unit [304] via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs; and automatically updating, by the processing unit [304] at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

2. The method [400] as claimed in claim 1, further comprises transmitting, by the transceiver unit [302] via the Notification Engine, a second set of notifications in a predefined format to the agent based on detecting the breach condition associated with the one or more SLAs.

3. The method [400] as claimed in claim 1, wherein the first set of notifications is transmitted, by the transceiver unit [302] via the notification engine in one of a predefined short message service (SMS) format and an email format.

4. The method [400] as claimed in claim 2, wherein the second set of notifications is transmitted, by the transceiver unit [302] via the notification engine in one of a predefined short message service (SMS) format and an email format.

5. The method [400] as claimed in claim 1, wherein the request for creation of the work order is based at least on an available timeslot value of the agent, and one or more parameters associated with at least one ticket.

6. The method [400] as claimed in claim 1, further comprises assigning, by the processing unit [304] via the workflow manager [132], a target workflow to the work order, wherein the target workflow corresponds to a sequence of actions defined for a completion of the work order.

7. The method [400] as claimed in claim 1, wherein the first set of notifications comprises information associated with assigned work order and the corresponding set of work tasks.

8. A system [300] for automatically updating a work order, the system [300] comprises: a transceiver unit [302], wherein the transceiver unit [302] is configured to:

• receive, via a data ingestion microservice [116], a request for creation of the work order; a processing unit [304] connected to the transceiver unit [302], wherein the processing unit [304] is configured to:

• generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks,

• assign, via a workflow manager [132], one or more service-level agreement (SLAs) to the work order, and

• assign, via the workflow manager [132], an agent to the work order; wherein the transceiver unit [302] is further configured to:

• transmit, via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order; wherein the processing unit [304] is further configured to:

• detect, via an interface, at least one of a task success status associated with at least one work task from the set of work tasks and a breach condition associated with the one or more SLAs; and

• automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.

9. The system [300] as claimed in claim 8, wherein the transceiver unit [302] is further configured to transmit, via the Notification Engine, a second set of notifications in a predefined format to the agent based on detecting the breach condition associated with the one or more SLAs.

10. The system [300] as claimed in claim 8, wherein the first set of notifications is transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format.

11. The system [300] as claimed in claim 9, wherein the second set of notifications is transmitted via the notification engine in one of a predefined short message service (SMS) format and an email format.

12. The system [300] as claimed in claim 8, wherein the request for creation of the work order is based at least on an available timeslot value of the agent, and one or more parameters associated with at least one ticket.

13. The system [300] as claimed in claim 8, wherein the processing unit [304] is further configured to assign, via a workflow manager [132], a target workflow to the work order, wherein the target workflow corresponds to a sequence of actions defined for a completion of the work order.

14. The system [300] as claimed in claim 8, wherein the first set of notifications comprises information associated with assigned work order and the corresponding set of work tasks.

15. A non-transitory computer readable storage medium storing one or more instructions for automatically updating a work order, the one or more instructions include executable code which, when executed by one or more units of a system [300], causes: a transceiver unit [302] of the system [300] to receive, via a data ingestion microservice [116], a request for creation of the work order; a processing unit [304] of the system [300] to generate, via an event streaming platform, the work order based on the request for creation of the work order, wherein the work order comprises a set of work tasks; the processing unit [304] of the system [300] to assign, via a workflow manager [132], one or more service-level agreement (SLAs) to the work order; the processing unit [304] of the system [300] to assign via the workflow manager [132], an agent to the work order; the transceiver unit [302] of the system [300] to transmit via a Notification Engine, a first set of notifications in a predefined format to the agent associated with the work order; the processing unit [304] of the system [300] to detect, via an interface, at least one of: a task success status associated with at least one work task from the set of work tasks, and a breach condition associated with the one or more SLAs; and the processing unit [304] of the system [300] to automatically update, at the event streaming platform, the work order based on the task success status associated with the at least one work task from the set of work tasks, and the breach condition associated with the one or more SLAs.