Inbound link handling
First Claim
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1. A system comprising:
- one or more computing nodes that, when activated, operate as a host for a plurality of execution environments, the one or more computing nodes communicatively coupled to a support services application; and
one or more memories having stored thereon computer readable instructions that, upon execution by the one or more computing nodes, cause the system at least to;
receive data indicative of a support service request, the data comprising a first hyperlink indicative of a resource accessible by processing the hyperlink, wherein the resource is associated with responding to the support service request and is stored external to the system;
determine to process the first hyperlink in an execution environment that is separate from the support service application, wherein the determination is based at least in part on a first estimated level of risk associated with accessing the resource;
select an execution environment from the plurality of execution environments, wherein the selected execution environment has access controls configured to permit access to the resource, and wherein the selected execution environment is determined to be available for processing the first hyperlink;
obtain the resource by processing the first hyperlink within the execution environment; and
provide the support service application with access to a version of the resource, wherein the version of the resource is based at least in part on a second estimated level of risk, wherein the second estimated level of risk is based at least in part on the processing of the first hyperlink within the execution environment, and wherein the version of the resource is stored on the system.
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Abstract
A support service application may process a request that contains a hyperlink. The hyperlink may be examined to determine a level of risk associated with accessing a resource referred to by the hyperlink. An execution environment for processing the hyperlink may be identified. The execution environment may comprise a virtual machine drawn from a pool of virtual machines. The resource may be retrieved by a browser process operating within the context of the virtual machine, and a safe version of the resource may be rendered and made available to customer support personnel using the support service application.
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Citations
22 Claims
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1. A system comprising:
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one or more computing nodes that, when activated, operate as a host for a plurality of execution environments, the one or more computing nodes communicatively coupled to a support services application; and one or more memories having stored thereon computer readable instructions that, upon execution by the one or more computing nodes, cause the system at least to; receive data indicative of a support service request, the data comprising a first hyperlink indicative of a resource accessible by processing the hyperlink, wherein the resource is associated with responding to the support service request and is stored external to the system; determine to process the first hyperlink in an execution environment that is separate from the support service application, wherein the determination is based at least in part on a first estimated level of risk associated with accessing the resource; select an execution environment from the plurality of execution environments, wherein the selected execution environment has access controls configured to permit access to the resource, and wherein the selected execution environment is determined to be available for processing the first hyperlink; obtain the resource by processing the first hyperlink within the execution environment; and provide the support service application with access to a version of the resource, wherein the version of the resource is based at least in part on a second estimated level of risk, wherein the second estimated level of risk is based at least in part on the processing of the first hyperlink within the execution environment, and wherein the version of the resource is stored on the system. - View Dependent Claims (2, 3, 4)
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5. A computer-implemented method comprising:
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receiving, by an application executing on a computer and from a remote device, data indicative of a request, wherein the data comprises a first hyperlink indicative of a resource accessible by processing the hyperlink, and wherein the resource is associated with responding to the request and is stored external to the computer; making a determination to process the first hyperlink in an execution environment separate from the application, wherein the determination is based at least in part on at least one of a first estimated level of risk associated with processing the first hyperlink or a priority for processing the first hyperlink; identifying, in response to the determination to process the hyperlink, an execution environment available for processing the first hyperlink, wherein the execution environment has access controls sufficient to access the resource; obtaining the resource by processing the first hyperlink within the execution environment; and providing the application with access to a version of the resource usable to respond to the request, wherein the version of the resource is selected based at least in part on the processing of the first hyperlink within the execution environment, and wherein the version of the resource is stored on the computer. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13)
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14. A non-transitory computer-readable storage medium having stored thereon instructions that, upon execution by one or more computing devices, cause the one or more computing devices at least to:
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receive data indicative of a request, wherein the data comprises a first hyperlink indicative of a resource accessible by processing the hyperlink, and wherein the resource is usable to respond to the request and is stored on a memory of at least one computing device of the one or more computing devices; making a determination that the first hyperlink should be processed in a second environment other than a first environment in which the request is processed, wherein the determination is based at least in part on at least one of a first estimated level of risk associated with processing the first hyperlink or a priority for processing the first hyperlink; identifying, in response to the determination to process the hyperlink, an execution environment available for processing the first hyperlink, wherein the execution environment has access controls sufficient to access the resource and limited based at least in part on the estimated level of risk; obtain the resource by processing the first hyperlink within the execution environment; and provide the first environment access to a version of the resource, wherein the version of the resource is based at least in part on a second estimated level of risk associated with utilizing the resource, wherein the second estimated level of risk is determined based at least in part on the processing of the first hyperlink within the execution environment, and wherein the version of the resource is stored on another memory different than the memory coupled to the at least one computing device. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22)
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Specification