Administrative user communication and error recovery
First Claim
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1. A computing system, comprising:
- at least one processor; and
memory storing instructions executable by the at least processor, wherein the instructions, when executed, provide;
a communication system configured to receive a diagnostic data package from a client computing system, the diagnostic data package including;
a problem scenario identifier that identifies a problem scenario indicative of a problem associated with the client computing system, andfirst problem-specific diagnostic data obtained from the client computing system;
a state-based diagnostic system configured to;
select, from a plurality of problem-specific diagnostic analyzers based on the problem scenario identifier, a problem-specific diagnostic analyzer that is specific to the problem associated with the client computing system; and
run the selected problem-specific diagnostic analyzer to obtain second problem-specific diagnostic data from a server environment in which the computing system is deployed, the second problem-specific diagnostic data being specific to the problem associated with the client computing system;
data analysis logic configured to;
obtain aggregated diagnostic data that includes the first problem-specific diagnostic data obtained from the client computing system and the second problem-specific diagnostic data obtained from the server environment;
identify an estimated root cause for the problem scenario based on the aggregated diagnostic data; and
identify a suggested recovery action, based on the estimated root cause; and
recovery actor identification logic configured to;
identify an actor to perform the recovery action, andwherein the communication system is configured to communicate the suggested recovery action to an actor computing system corresponding to the identified actor.
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Abstract
A computing system in a server environment receives a diagnostic data package, corresponding to a problem, from a client computing system and runs a problem-specific analyzer to generate additional problem-specific data. A root cause for the problem is identified along with a recovery action, based on the diagnostic data package and the additional problem-specific data. The recovery action indicates whether it can be performed by an end user or an administrative user. Communication with the end user and administrative user is controlled based on the recovery action.
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Citations
20 Claims
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1. A computing system, comprising:
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at least one processor; and memory storing instructions executable by the at least processor, wherein the instructions, when executed, provide; a communication system configured to receive a diagnostic data package from a client computing system, the diagnostic data package including; a problem scenario identifier that identifies a problem scenario indicative of a problem associated with the client computing system, and first problem-specific diagnostic data obtained from the client computing system; a state-based diagnostic system configured to; select, from a plurality of problem-specific diagnostic analyzers based on the problem scenario identifier, a problem-specific diagnostic analyzer that is specific to the problem associated with the client computing system; and run the selected problem-specific diagnostic analyzer to obtain second problem-specific diagnostic data from a server environment in which the computing system is deployed, the second problem-specific diagnostic data being specific to the problem associated with the client computing system; data analysis logic configured to; obtain aggregated diagnostic data that includes the first problem-specific diagnostic data obtained from the client computing system and the second problem-specific diagnostic data obtained from the server environment; identify an estimated root cause for the problem scenario based on the aggregated diagnostic data; and identify a suggested recovery action, based on the estimated root cause; and recovery actor identification logic configured to; identify an actor to perform the recovery action, and wherein the communication system is configured to communicate the suggested recovery action to an actor computing system corresponding to the identified actor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer implemented method, comprising:
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receiving a diagnostic data package from a client computing system, the diagnostic data package including; a problem scenario identifier that identifies a problem scenario indicative of a problem associated with the client computing system, and first problem-specific diagnostic data obtained from the client computing system; selecting, from a plurality of problem-specific diagnostic analyzers based on the problem scenario identifier, a problem-specific diagnostic analyzer that is specific to the problem associated with the client computing system; running the selected problem-specific diagnostic analyzer to obtain second problem-specific diagnostic data from a remote server environment in which the computing system is deployed; obtaining aggregated diagnostic data that includes the first problem-specific diagnostic data obtained from the client computing system and the second problem-specific diagnostic data obtained from the server environment; identifying an estimated root cause for the problem scenario based on the aggregated diagnostic data; identifying a suggested recovery action, based on the estimated root cause; identifying an actor to perform the recovery action; and communicating the suggested recovery action to an actor computing system corresponding to the identified actor. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A computing system, comprising:
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at least one processor; and memory storing instructions executable by the at least processor, wherein the instructions, when executed, cause the computing system to; receive a diagnostic data package from a client computing system, the diagnostic data package including; a problem scenario identifier that identifies a problem scenario indicative of a problem associated with the client computing system, and first problem-specific diagnostic data obtained from the client computing system; select, from a plurality of problem-specific diagnostic analyzers based on the problem scenario identifier, a problem-specific diagnostic analyzer that is specific to the problem associated with the client computing system; run the selected problem-specific diagnostic analyzer to obtain second problem-specific diagnostic data from a remote server environment in which the computing system is deployed; obtain aggregated diagnostic data that includes the first problem-specific diagnostic data obtained from the client computing system and the second problem-specific diagnostic data obtained from the server environment; identify an estimated root cause for the problem scenario based on aggregated data; identify, based on the estimated root cause, a suggested recovery action; identify, as an actor to perform the recovery action, an administrative user with a corresponding administrative computing system; and communicate the estimated root cause and suggested recovery action to the administrative computing system. - View Dependent Claims (20)
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Specification