System and method for reducing trouble tickets and machine returns associated with computer failures
First Claim
1. A data processing system management service, comprising:
- configuring a data processing system with diagnostic code for generating a trouble ticket containing information characterizing a system problem;
enabling the data processing system to forward the trouble ticket to a remote server;
configuring the remote server to receive the trouble ticket and respond with a return machine authorization number.
1 Assignment
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Accused Products
Abstract
A data processing system service and method includes enabling the system to perform diagnostic processing in response to identified system problems and enabling the system to generate a trouble ticket containing machine and problem-specific information. The service and method further include forwarding the trouble ticket to an external server which responds with a unique identifier tied logically to the trouble ticket. The service and method of the present invention requires that requested services such as a help desk call or the return of the system for repair or replacement be obtained only upon presentation of the unique identifier. The system may be partitioned into at least two partitions including a diagnostic partition wherein the diagnostic processing is performed. The system boots to the diagnostic partition upon recognition of a system problem, either automatically or by a user.
48 Citations
35 Claims
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1. A data processing system management service, comprising:
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configuring a data processing system with diagnostic code for generating a trouble ticket containing information characterizing a system problem;
enabling the data processing system to forward the trouble ticket to a remote server;
configuring the remote server to receive the trouble ticket and respond with a return machine authorization number. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A computer program product comprising computer executable instructions, stored on a computer readable medium, for managing a data processing system, comprising:
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computer code means for performing diagnostic processing responsive to an event selected from a user requesting the diagnostic processing in response to a suspected system problem and the system detecting a problem;
computer code means for generating a trouble ticket identifying the system and characterizing the problem;
computer code means for forwarding the trouble ticket to a remote server;
computer code means operative on the remote server for receiving the trouble ticket, storing the trouble ticket in a database, and responding with a return machine authorization number. - View Dependent Claims (19, 20)
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21. A method comprising the steps of:
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executing, in response to an identified problem with a data procesing system, a diagnostic routine for generating a trouble ticket containing information characterizing the system problem and identifying the system configuration;
forwarding the trouble ticket to a remote server;
receiving the trouble ticket at the remote server and storing the trouble ticket information in a database;
responding with a return machine authorization number. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35)
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Specification