Tiered multi-source software support using automated diagnostic-data transfers

• US 20040236820A1
• Filed: 11/25/2003
• Published: 11/25/2004
• Est. Priority Date: 05/21/2003
• 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: Flocken, Philip A.
• Granted Patent: US 7,334,028 B2
• Time in Patent Office: Days
• US Class Current: 709/200
• 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 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

Primary and secondary support vendors 20 and 30 provide support for an application 15 running on a customer computer system 11. Diagnostic software 17 running on the customer computer system gathers diagnostic data, which is transmitted to the primary-support vendor'"'"'s computer system 21. There, the diagnostic data is analyzed to determine whether the help of the secondary support vendor is required. If so, the diagnostic data is repackaged for transmission to the secondary support vendor. The results of the secondary analysis are returned to the primary support vendor'"'"'s computer system and used to generate a proposed solution, which is made available to the customer 10.

Claims

1. A first-support computer system of a first support vendor comprising:

an interface for;

receiving first diagnostic data from a customer computer system of a customer,

transmitting second diagnostic data to a second-support computer system of a second-support vendor, and

transmitting notifications to said customer; and

an analysis module for

analyzing said first diagnostic data to determine whether a proposed solution should be generated a) with or b) without a response from said second computer system,

if a, making available to said customer a first-sole proposed solution without a response from said second computer system, and

if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response.

2. A system as recited in claim 1 further comprising a World-Wide Web server having an address, said analysis module making said first-sole or said first-joint proposed solution available at said World-Wide Web server, said interface transmitting a notification to said customer indicating said address.

3. A system as recited in claim 1 wherein said interface includes an e-mail module for e-mailing said notification to said customer.

4. A system as recited in claim 1 wherein said analysis module includes a knowledge base relating computer problems and solutions.

5. A system as recited in claim 1 further comprising an entitlement module for checking identification information received with said first diagnostic data for providing an entitlement determination whether or not said customer is entitled to said first-sole or said first-joint proposed solution, said entitlement module being coupled to said analysis module for receiving said information therefrom and for providing said entitlement determination thereto, said entitlement module, if said entitlement determination is negative, making available to said customer an entitlement procedure and then providing an affirmative indication to said analysis module if and when said customer implements said procedure;

said analysis module providing for, upon receiving an affirmative entitlement indication, making said first-sole or said first-joint proposed solution available to said customer.

6. A method comprising:

receiving, from a customer computer system of a customer, first diagnostic data associated with a problem on said customer computer system;

determining from said first diagnostic data whether a proposed solution should be generated a) with or b) without a response from a second computer system of a second support vendor;

if a, making available to said customer a first-sole proposed solution without a response from said second computer system; and

if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response.

7. A method as recited in claim 6 wherein said first-sole or said first-joint proposed solution is made available at an Internet address and said customer is notified of said Internet address.

8. A method as recited in claim 6 further comprising running on said customer computer system a diagnostic-data gathering program for generating said first diagnostic data.

9. A method as recited in claim 6 further comprising checking identification information received with said first diagnostic data to determine whether or not said customer is entitled to said first-sole or said first-joint proposed solution, and

if so, making said first-sole or said first-joint proposed solution available to said customer, and

if not, making available to said customer an entitlement procedure and then making said first-sole or said first-joint proposed solution available to said customer if and when said entitlement procedure is implemented.

10. A method as recited in claim 6 further comprising:

transferring second diagnostic data from said customer computer system to said second computer system;

analyzing, using said second computer system, said second diagnostic data so as to generate a second proposed solution; and

making said second proposed solution available to said customer.

11. A program set embodied in computer readable media, said program set comprising:

an analysis module for

receiving, from a customer computer system of a customer, first diagnostic data associated with a problem on said customer computer system;

determining from said first diagnostic data whether a proposed solution should be generated a) with or b) without a response from a second computer system of a second support vendor;

if a, making available to said customer a first-sole proposed solution without a response from said second computer system; and

if b, transmitting at least some of said diagnostic data to said second computer system and, once a response is received from said second computer system, making available to said customer a first-joint proposed solution that is a function of said response.

12. A program set as recited in claim 11 further comprising an interface module including a web-page generator for presenting said first-solo or said first-joint proposed solution at an Internet address, said interface module also including means for notifying said customer of said address, said interface module being coupled to said analysis module for providing said first diagnostic data thereto and receiving said first-solo or said first-joint proposed solution therefrom.

13. A program set as recited in claim 11 further comprising an entitlement program for checking identification information received with said first diagnostic data to determine whether or not said customer is entitled to said first-sole or said first-joint proposed solution, and

if not, making available to said customer an entitlement procedure which, if and when implemented, would make said customer entitled to said first-sole or said first-joint proposed solution, said entitlement program notifying said analysis program when said customer is so entitled, said analysis program providing for, upon being notified that said customer is so entitled, making said first-sole or said first-joint proposed solution available to said customer.

14. A program set as recited in claim 11 further comprising running on said customer computer system a diagnostic data program a diagnostic-data gathering program for generating said first diagnostic data.

15. A program set as recited in claim 11 further comprising:

a second analysis program running on said second-support computer system, said second analysis program providing for receiving said at least some of said diagnostic data and providing said response as a function thereof.