Data processing system and method

• US 20030028655A1
• Filed: 06/07/2002
• Published: 02/06/2003
• Est. Priority Date: 06/08/2001
• Status: Active Grant

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Owhadi, Eric
• Granted Patent: US 7,444,412 B2
• Time in Patent Office: Days
• US Class Current: 709/229
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2247 Verification or detection of system hardware configuration
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

The present invention relates to a data processing system and method for providing support and maintenance services to a computer with at least reduced and preferably minimal user interaction. Data, that ordinarily would be inaccessible to a non-trusted applet, is, prior to any use of that data by such a non-trusted applet collated with the permission of the user of the computer by a trusted applet. The trusted applet has a greater range of access to system configuration as compared to the non-trusted applet. However, invoking a trusted applet requires user interaction; namely, the user must grant permission for the trusted applet to access the system configuration information and platform identification data. The necessary system configuration information that is required for the provision of support and maintenance services is harvested by the trusted applet and stored within a cookie. Therefore, the non-trusted applet can be downloaded and can access the relevant information without having involve the user.

Claims

1. A method for processing data within a first computes comprising at least a first memory for storing data relating to the system resources of the first computer;

the system resources comprising at least one of hardware and software of the first computer;

the method comprising the steps of;

storing the data relating to the system resources in the first memory of the first computer;

receiving, from a second computer, data identifying at least one technical issue potentially associated with the system resources;

determining whether or not data relating to the system resources corresponds to the data identifying the at least one technical issue; and

outputting a message relating to the at least one technical issue if the data relating to the system resources corresponds to the data identifying the at least one technical issue.

2. A method as claimed in claim 1 in which the step of outputting a message comprises the step of transmitting, to the second computer, a request to instigate the download of data from the second computer to address the at least one technical issue in response to determining that there is a correspondence between the data relating to the system resources and the data identifying the at least one technical issue;

and receiving the requested data to address the at least one technical issue.

3. A method as claimed in claim 1 in which the step of outputting a message comprises the step of outputting a message containing a reference to a data source to cause further data relating to the at least one technical issue to be rendered within a web-browser.

4. A method as claimed in claim 1 in which the step of outputting a message comprises the step of outputting a message relating to the at least one technical issue on an output device of the first computer.

5. A method as claimed in claim 1 in which the step of outputting a message comprises the step of transmitting an electronic communication to a predetermined addressee containing data relating to the at least one technical issue.

6. A method as claimed in claim 1 in which the step of storing comprises the step of storing the data relating to the system resources before the first computer is shipped.

7. A method as claimed in claim 1 in which the step of storing comprises the step of storing the data relating to the system resources after the first computer has been shipped.

8. A method as claimed in claim 1 in which the step of storing the data relating to the system resources comprises the step of searching for and collating computer hardware and/or software identification information of the hardware and/or software of the first computer.

9. A method as claimed in claim 1 further comprising the step of receiving, from the second computer, an application for identifying the system resources of the first computer.

10. A method as claimed in claim 9 in which the application is at least one of a first and second type of application;

the first type of application having a greater range of accessibility to the system resources as compared to the second type of application.

11. A method as claimed in claim 10 in which the first type of application is an application for which at least one of user notification and authorisation is required prior to the first type of application undertaking the steps of searching for and collating data identifying the system resources.

12. A method as claimed in claim 11 in which the first application comprises a trusted application.

13. A method as claimed in claim 12 in which the trusted application is at least one of a trusted Java applet and a trusted ActiveX application.

14. A method as claimed in claim 10 in which the second application is an application for which at least one of user notification and authorisation is not required prior to the second application undertaking the step of determining whether or not data relating to the system resources corresponds to the data identifying the at least one technical issue.

15. A method as claimed in claim 10 in which the second application is a non-trusted application.

16. A method as claimed in claim 15 in which the non-trusted application is at least one of a non-trusted Java applet and a non-trusted ActiveX application.

17. A method as claimed in claim 10 in which the step of storing comprises the steps of collating, using the first type of application, the data relating to the system resources and storing the data relating to the system resources in a manner such that the stored data is accessible to the second type of application.

18. A method as claimed in claim 10 in which the step of storing comprises creating a data entity containing the data relating to the system resources or from which the data relating to the system resources can be identified and storing the data entity within the system resources such that the data entity can be accessed by at least the second type of application.

19. A method as claimed in claim 18 in which the data entity is at least one of a cookie or file.

20. A method as claimed in claim 1 in which the download of data is software and the method comprises the step of installing the software to address the at least one technical issue.

46. A computer program element comprising computer program code means arranged, in use, to implement a method or system as claimed in claim 1.

47. A computer program product comprising a storage medium having stored thereon a computer program element as claimed in claim 46.

21. A data processing method for a second computer comprising storage for storing at least an application, for execution within a confined run-time environment by a first computer, and data relating to at least one technical issue;

the method comprising the steps of;

transmitting the application and the data relating to the at least one technical issue to the first computer;

the application being arranged to access data, stored within the confined run-time environment relating to system resources of the first computer;

the system resources being at least external to the confined run-time environment;

receiving, from the first computer in response to transmitting the application, a request for data to resolve the at least one technical issue; and

transmitting the requested data to the first computer in response to receiving the request.

22. A method as claimed in claim 21 further comprising the step of receiving, from the first computer, a request for information;

and transmitting, to the first computer, in response to the request for information, a further application to collate the data relating to the system resources of the first computer and to store the collated data within the confined run-time environment;

the farther application being capable of accessing system resources external to the confined run-time environment.

48. A computer program element comprising computer program code means arranged, in use, to implement a method or system as claimed in claim 21.

49. A computer program product comprising a storage medium having stored thereon a computer program element as claimed in claim 48.

23. A first computer comprising at least a first memory for storing data relating to the system resources of the first computer, the system resources comprising at least one of hardware and software of the first computer;

the first computer comprising;

means for storing the data relating to the system resources in the first memory of the first computer;

means for receiving, from a second computer, data identifying at least one technical issue potentially associated with the system resources;

means for determining whether or not data relating to the system resources corresponds to the data identifying the at least one technical issue; and

means for outputting a message relating to the at least one technical issue if the data relating to the system resources corresponds to the data identifying the at least one technical issue.

24. A first computer as claimed in claim 23 in which the means for outputting a message comprises means for transmitting, to the second computer, a request to instigate the download of data from the second computer to address the at least one technical issue in response to a determination that there is a correspondence between the data relating to the system resources and the data identifying the at least one technical issue;

and means for receiving the requested data to address the at least one technical issue.

25. A first computer as claimed in claim 24 in which the download of data is software and the first computer comprises means for installing the software to address the at least one technical issue.

26. A first computer as claimed in claim 23 in which the means for outputting a message comprises means for outputting a message containing a reference to a data source to cause further data relating to the at least one technical issue to be rendered within a web-browser.

27. A first computer as claimed in claim 23 in which the means for outputting a message comprises means for outputting a message relating to the at least one technical issue on an output device of the first computer.

28. A first computer as claimed in claim 23 in which the means for outputting a message comprises means for transmitting an electronic communication to a predetermined addressee containing data relating to the at least one technical issue.

29. A first computer as claimed in claim 23 in which the means for storing stores the data relating to the system resources before the first computer is shipped.

30. A first computer as claimed in claim 23 in which the means for storing stores the data relating to the system resources after the first computer has been shipped.

31. A first computer as claimed in claim 23 in which the means for storing data relating to system resources comprises means for searching for and collating computer hardware and/or software identification information of the hardware and/or software of the first computer.

32. A first computer as claimed in claim 23 further comprising means for receiving, from the second computer, an application having means for identifying the system resources of the first computer.

33. A first computer as claimed in claim 32 in which the application is at least one of a first and second type of application;

the first type of application having a greater range of accessibility to the system resources of the first computer as compared to the second type application.

34. A first computer as claimed in claim 33 in which the first type of application is an application for which at least one of user notification and authorisation is required prior to the first type of application undertaking the step of identifying the system resources.

35. A first computer as claimed in claim 34 in which the first application comprises a trusted application.

36. A first computer as claimed in claim 35 in which the trusted application is at least one of a trusted Java applet and a trusted ActiveX application.

37. A first computer as claimed in claim 33 in which the second application is an application for which at least one of user notification and authorisation is not required prior to the second application undertaking the step of identifying the system resources.

38. A first computer as claimed in claim 33 in which the second application is a non-trusted application.

39. A first computer as claimed in claim 38 in which the non-trusted application is at least one of a non-trusted Java applet and a non-trusted ActiveX application.

40. A first computer as claimed in claim 23 comprising means for collating the data relating to the system resources and means for storing the data relating to the system resources in a manner such that the data is accessible to the second type of application.

41. A first computer as claimed in claim 23 in which the means for storing comprises means for creating a data entity containing the data relating to the system resources or from which the data relating to the system resources can be identified and means for storing the data entity within the system resources such that the data entity can be accessed by at least the second type of application.

42. A first computer as claimed in claim 41 in which the data entity is at least one of a cookie or file.

43. A first computer as claimed in claim 23 in which the download of data is software and the first computer comprises means for installing the software to address the at least one technical issue.

44. A second computer comprising storage for storing at least an application, for execution within a confined run-time environment by a first computer, and data relating to at least one technical issue;

the second computer comprising;

means for transmitting the application and the data relating to the at least one technical issue to the first computer;

the application being arranged to access data, stored within the confined run-time environment relating to system resources of the first computer;

the system resources being at least external to the confined run-time environment;

means for receiving, from Sac first computer in response to transmitting the application, a request for data to resolve the at least one technical issue; and

means for transmitting the requested data to the first computer.

45. A second computer as claimed in claim 44 further comprising means for receiving, from the first computer, a request for information;

and means for transmitting, to the first computer, in response to the request for information, a further application to collate the data relating to the system resources of the first computer and to store the collated data within the confined run-time environment;

the further application being capable of accessing system resource external to the confined run-time environment.

50. A method for determining the occurrence of a class issue within a first computer comprising at least a first storage device for storing data relating to the system resources of the first computer;

the system resources comprising at least one of hardware and software of the first computer;

the method comprising the steps of;

receiving, from an internet source a first application, the first application being a trusted application for identifying the system resources of the first computer;

searching for and collating computer hardware and/or software identification information of the hardware and/or sore of the first computer using the first application;

creating a data entity containing the computer hardware and/or software identification information or from which said information can be identified and storing the data entity storage device such that the data entity can be subsequently accessed by other applications;

receiving data identifying at least one class issue potentially associated with the system resources;

determining, using a second application, whether or not data relating to the system resources corresponds to the data identifying the at least one class issue; and

outputting a message relating to the at least one class issue if the computer hardware and/or software identification information corresponds to the data identifying the at least one class issue.

51. A method as claimed in claim 50 in which the step of outputting a message comprises the step of transmitting, to a second computer, a request to instigate the download of data from the second computer to address the at least one technical issue in response to determining that there is a correspondence between the data relating to the system resources and the data identifying the at least one technical issue;

and receiving the requested data to address the at least one technical issue.

52. A method as claimed in claim 50 in which the step of outputting a message comprises the step of outputting a message containing a reference to a data source to cause further data relating to the at least one technical issue to be rendered within a web-browser.

53. A method as claimed in claim 50 in which the first application is at least one of a trusted Java applet and a trusted ActiveX application.

54. A method as claimed in claim 50 in which the second application is a non-trusted application.

55. A method as claimed in claim 54 in which the non-trusted application is at least one of a non-trusted Java applet and a non-rusted ActiveX application.

56. A method as claimed in claim 54 in which the data entity is at least one of a cookie or file.