Method and system for network-based information handling system issue resolution

• US 20040176964A1
• Filed: 03/05/2003
• Published: 09/09/2004
• Est. Priority Date: 03/05/2003
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Ghaffar, Junaid, Hester, Keith
• Application Number:
  US10/379,760
• Publication Number:
  US 20040176964A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method and system are provided which substantially reduce the disadvantages and problems associated with previous methods and systems for resolving issues related to information handling system failures. A self-support application on an information handling system diagnoses failure issues not correctable by self-support and communicates a diagnostic code through a network to a service center. The service center determines the failure issue from the diagnostics code and refers the failure issue to an issue resolution source associated with resolution of the failure issue, such as automated support resolution for failure issues having a known resolution, or phone or electronic message support for failure issues not having a known resolution.

Claims

1. A system for information handling system issue resolution, the system comprising:

a self-support application deployed to plural information handling systems, each self-support application operable to diagnose one or more information handling system failure issues and to output a diagnostic code that identifies the failure issue and provides instructions for contacting a support center through a network;

a support center interface operable to accept the self-support diagnostics code from a user inquiry communicated through the network;

a self-support diagnostics code analyzer interfaced with the support center interface and operable to validate the self-support code and associate the self-support code with an issue; and

an issue service referral engine operable to refer the user inquiry to an issue resolution source associated with the self-support code and issue.

2. The system of claim 1 wherein the issue comprises an issue having a known self-support resolution, the issue service referral engine further operable to refer the user inquiry to an automated support module for performing the known resolution.

3. The system of claim 2 wherein the known self-support resolution comprises a software update and the automated support module is operable to download the software update to the information handling system and to inform the user of the resolution of the issue by the software download.

4. The system of claim 2 wherein the known self-support resolution comprises a firmware update and the automated support module is operable to download the firmware update to the information handling system and to inform the user of the resolution of the issue by the firmware download.

5. The system of claim 1 wherein the issue comprises an issue lacking a self-support resolution, the issue service referral engine further operable to categorize the issue by type and to refer the user inquiry to a phone support module having a service technician associated with resolution of the self-support diagnostics code issue category type.

6. The system of claim 5 wherein the category types comprise types categorized by hardware and software component types.

7. The system of claim 1 wherein the issue comprises an issue lacking a self-support resolution, the issue service referral engine further operable to categorize the issue by type and to refer the user inquiry to a Web support module having a service technician associated with resolution of the self-support diagnostics code issue category type.

8. The system of claim 1 wherein the self-diagnoses code further comprises a unique identifier associated with the information handling system, the self-support diagnostics code analyzer operable to apply the unique identifier to a unique identifier database to identify software and hardware components of the information handling system.

9. The system of claim 1 further comprising a self-support diagnostics code logging engine operable to log and track self-support diagnostics code issues and resolutions.

10. A method for network based information handling system resolution, the method comprising:

performing self-support diagnosis on an information handling system to diagnosis a failure issue associated with the information handling system;

determining that self-support at the information handling system is unable to resolve the issue;

generating a self-support diagnostics code at the information handling system, the self-support diagnostics code associated with the diagnosed failure issue;

communicating the self-support diagnostics code to a support center;

analyzing the self-support diagnostics code at the support center to determine the issue;

categorizing the issue by failure type; and

referring the issue to a resolution source associated with the categorized failure type.

11. The method of claim 10 wherein:

generating a self-support diagnostics code further comprises generating a service telephone number to call for resolution of the issue; and

communicating the self-support diagnostics code further comprises calling the service telephone number to input the self-support diagnostics code over a telephone network.

12. The method of claim 11 wherein generating a service telephone number further comprises:

categorizing the issue by failure type; and

selecting one of plural telephone numbers to display at the information handling system, the selection of the telephone number based on the categorized failure type.

13. The method of claim 10 wherein:

generating a self-support diagnostics code further comprises generating an electronic message address to contact for resolution of the issue; and

communicating the self-support diagnostics code further comprises sending an electronic message to the generated address to input the self-support diagnostics code.

14. The method of claim 13 further comprising:

categorizing the issue by failure type; and

selecting one of plural electronic message addresses at the information handling system to send the self-support diagnostics code, the selection of the electronic message address based on the categorized failure type.

15. The method of claim 10 wherein communicating the self-diagnosis code to the service center further comprises requiring the self-diagnosis code in order to establish communication with the service center.

16. The method of claim 15 further comprising providing a complete failure self-diagnostics code at the information handling system to allow the establishing of communication with to the service center in the event of an inability by the information handling system to perform self-diagnostics.

17. The method of claim 10 wherein categorizing the issue by failure type further comprises categorizing the issue as having a know resolution, and wherein referring the issue to a resolution source further comprises referring the issue for automated support to resolve the known issue.

18. An information handling system comprising:

hardware components operable to run software components that process information;

software components operable to run on the hardware components; and

a self-support diagnostics module interfaced with the hardware and software components, the self-support diagnostics module operable to diagnose failure issues associated with the information handling system, to categorize the failure issue by type and to coordinate communication through a network with a service center, the communication directed to within the support center based on the categorized failure type.

19. The information handling system of claim 18 wherein the categorized failure types comprise a hardware failure type and a software failure type.

20. The information handling system of claim 18 wherein the self-support diagnostics module is further operable to coordinate communication by displaying a self-support diagnostics code that identifies the failure type and uniquely identifies the information handling system.