IE85118B1 - A field service work flow management and communications system - Google Patents

Abstract

ABSTRACT A field service work flow management and communications system comprises distributed portable communication and data processing field devices (2) for field personnel, a local work flow processing engine executed by each field device; a host communications server (4), a host processor (5), a host work flow processing engine executed by the host processor (5), field service databases (9) for data related to field service work. Each field device local work flow engine captures data inputs in response to structured prompts generated according to work flow, and using said data to generate discrete event records. The device (2) automatically generates an email message (52) for each event record, in which the data is written in human readable format to a section (54) of an email and the same data is encoded and the coded data is written to a separate section (55) of the main body of the email. The host processor (5) automatically parses an email encoded section (55), and according to job status determined from said parsing. It also dynamically generates structured query language statements from the parsing. Each field device (2) comprises a writing interface, and the local work flow engine associated the image with an event record, and incorporates the image in an email.

Description

A Field Service Work Flow Management and Communications System Introduction The invention relates to automated aspects of field service management and communication.

Field service management is complex where there is a wide variety of jobs to be performed by the field personnel, of parts which are required, and/or of tasks to be performed. Another aspect which may add to complexity is the extent of geographical area to be covered by a team of field service personnel. For these reasons the level of automation achieved heretofore has been quite limited.

US2004/0202307 describes a system for tracking technician calls to a call centre.

Such a system appears to be limited in scope and flexibility, requiring voice calls to be made and data to be inputted by call centre personnel.

The invention is directed towards providing a technical system for improved automation in field service management and communication.

Statements of Invention According to the invention, there is provided a field service work flow management and communications system comprising: a plurality of distributed portable communication and data processing field devices for field personnel, a local work flow processing engine executed by each field device; a host communications server, a host processor, l8b'1l8 a host work flow processing engine executed by the host processor, field service databases for data related to field service work, wherein each field device local work flow engine comprises means for: capturing data inputs in response to structured prompts generated according to work flow , and using said data to generate discrete event records, automatically generating an email message for each event record. in which the data is written in human readable format to a section of the main body of an email and the same data is encoded and the coded data is written to a separate section of the main body of the email, wherein the communications server comprises means for receiving and logging emails from the field devices, wherein the host processor comprises means for: automatically parsing an email encoded section, and according to the parsing, automatically updating a host work flow database according to job status determined from said parsing, and dynamically generating structured query language statements for updating related field service databases according to the data gleaned from the parsing.

In one embodiment, each field device comprises a writing interface and means for automatically generating‘ an image for a physical signature written on the pen interface, and the local work flow engine is adapted to associate the image with an event record, and to incorporate the image in an email In another embodiment, each field device comprises means for saving the image to a local database on the field device, and for simultaneously write-disabling the event record.

In a further embodiment, each field device comprises means for saving the image in a record having an address incorporating an address of the corresponding event record address.

In one embodiment, each field device comprises means for automatically writing a time stamp to each event record.

In another embodiment, each field device and the host processor comprise means for maintaining synchronization by repeatedly polling a remote time server via the Internet, and the host processor comprises means for automatically checking when parsing a received message that the current time is not earlier than said time stamp.

In a further embodiment, the host processor comprises means for triggering an alert notification if current time is earlier than said time stamp.

In one embodiment, each field device comprises means for write-protecting its time clock values.

In another embodiment, each field device comprises means for maintaining a dynamic linked library of programs and the writing interface of each device comprises means for using a dynamic linked library mechanism to call a program for processing the image.

In a further embodiment, the host processor comprises means for automatically selecting rules from a rule base according to a message category, each message category being associated. with a job state, and said selected rules are executed to automatically update the host work flow database.

In one embodiment, the host communications server comprises means for automatically logging all received emails before the processor accesses them, and for also writing the emails to a cache which is accessible to the host processor for parsing.

In another embodiment, the host processor comprises means for logging the category of all emails to an audit trail database.

In a further embodiment, the host communication server comprises means for automatically logging all signature images to an audit trail database before the host them.

In one embodiment, the host processor comprises means for parsing a message by initially tokenizing message content of delimited sections, and subsequently processing the tokens to generate the structured query language statements.

In another embodiment, a message header is tokenized separately from tokenizing of a message body.

In a further embodiment, the tokenizing step is performed after recognition of a particular string in the message.

In one embodiment, the host processor comprises means for allocating each token to one of a set of strings for the message, each string being associated with a work flow parameter.

In another embodiment, the host processor comprises means for automatically determining a type of structured query language statement according to the category of message.

Detailed Description of the Invention

Claims (1)

1. Claims 1.A field service work flow management and communications system comprising: a plurality of distributed portable communication and data processing field devices (2) for field personnel, a local work flow processing engine executed by each field device; a host communications server (4), a host processor (5), a host work flow processing engine executed by the host processor (5), field service databases (9) for data related to field service work, wherein each field device local work flow engine comprises means for: capturing data inputs in response to structured prompts generated according to work flow , and using said data to generate discrete event records, automatically generating an email message (52) for each event record, in which the data is written in human readable format to a section (54) of the main body of an email and the same data is encoded and the coded data is written to a separate section (55) of the main body of the email, wherein the communications server (4) comprises means for receiving and logging emails from the field devices (2), wherein the host processor (5) comprises means for: automatically parsing an email encoded section (55), and according to the parsing, automatically updating a host work flow database (9) according to job status determined from said parsing, and dynamically generating structured query language statements for updating related field service databases (9) .according to the data gleaned from the parsing. A system as claimed in claim 1, wherein each field device (2) comprises a writing interface and means for automatically generating an image for a physical signature written on the pen interface, and the local work flow engine is adapted to associate the image with an event record, and to incorporate the image in an email A system as claimed in claim 2, wherein each field device (2) comprises means for saving (22) the image to a local database on the field device, and for simultaneously write—disabling the event record. A system as claimed in claim 3, wherein each field device comprises means for saving the image in a record having an address incorporating an address of the corresponding event record address. A system as claimed in any preceding claim, wherein each field device (2) comprises means for automatically writing a time stamp to each event record. A system as claimed in claim 5, wherein each field device (2) and the host processor (5) comprisemeans for maintaining synchronization by repeatedly polling a remote time server via the Internet, and the host processor (5) comprises means for automatically checking when parsing a received message that the current time is not earlier than said time stamp. 10. ll. 12. 13. 14. A system as claimed in claim 6, wherein the host processor (5) comprises means for triggering an alert notification if current time is earlier than said time stamp. A system as claimed in any of claims 5 to 7, wherein each field device (2) comprises means for write-protecting its time clock values. A system as claimed in any of claims 2 to 8, wherein each field device (2) comprises means for maintaining a dynamic linked library of programs and the writing interface of each device comprises means for using a dynamic linked library mechanism to call a program for processing the image. A system as claimed in any preceding claim, wherein the host processor comprises means for automatically selecting rules from a rule base according to a message category, each message category being associated with a job state, and said selected rules are executed to automatically update the host work flow database. A system as claimed in any preceding claim, wherein the host communications server (4) comprises means for automatically logging all received emails before the processor accesses them, and for also writing the emails to a cache which is accessible to the host processor for parsing. A system as claimed in any preceding claim, wherein the host processor (5) comprises means for logging the category of all emails to an audit trail database. A system as claimed in any of claims 2 to 12, wherein the host communication ' ' o servefcbmprfsbs means for automatically logging all signature images to an audit trail database before the host processor accesses them. A system as claimed in any preceding claim, wherein the host processor comprises means for parsing a message by initially tokenizing message content of delimited sections, and subsequently processing the tokens to generate the structured query language statements. A system as claimed in claim 14, wherein a message header is tokenized separately from tokenizing of a message body. A system as claimed in either of claims 14 to 15, wherein the tokenizing step is performed after recognition of a particular string in the message. A system as claimed in any of claims 14 to 16, wherein the host processor comprises means for allocating each token to one of a set of strings for the message, each string being associated with a work flow parameter. A system as claimed in any preceding claim, wherein the host processor comprises means for automatically determining a type of structured query language statement according to the category of message. A field service work flow management and communications system substantially as described with reference to the drawings.