An alerting system is provided for proactively ensuring awareness of
pending customer generated trouble tickets which have not been resolved
for at least a predetermined time duration corresponding to an escalation
level. A customer service center selects the time duration. The alerting
system includes a manager module which periodically monitors the pending
customer generated trouble tickets and determines whether each pending
customer generated trouble ticket remains unresolved for the time duration
corresponding to the escalation level. The alerting system also includes
an alerting module which sends an alert to a recipient assigned to the
escalation level when the manager module determines the pending customer
generated trouble ticket has not been resolved for the time duration
corresponding to the escalation level. The alerting system may also
include a parsing module which parses the pending customer generated
trouble tickets to remove extraneous and invalid information. The parsing
module also organizes the pending customer generated trouble tickets into
data records according to a predefined format. Subsequently, the parsing
module transmits to the manager module at a predefined interval, the data
records for monitoring by the manager module.