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Processes for assisting in troubleshooting

  • US 20070168726A1
  • Filed: 09/29/2005
  • Published: 07/19/2007
  • Est. Priority Date: 09/29/2005
  • Status: Abandoned Application
First Claim
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1. A computer-implemented process for use by an operator in troubleshooting a problem in a computer-implemented system of a customer in which the computer-implemented system is used in connection with an internet service provided for the customer, the computer-implemented system implemented with plural application programs associated with a customer'"'"'s computer with which the customer is attempting to use the internet service, the process comprising:

  • identifying a symptom of the problem;

    identifying outer limits of the symptom by determining whether the customer has connectivity to fewer than all the application programs associated with the computer, thereby determining whether the problem is a connectivity issue with the internet service provider or whether the problem is with one of the plural application programs associated with the customer'"'"'s computer, so as to determine the scope of the problem in the computer-implemented system;

    determining whether any change to the computer-implemented system was made before the problem arose;

    identifying a probable cause of the problem;

    locating in a database a probable solution to the probable cause, the probable solution being one of a plurality of possible solutions;

    implementing the probable solution to determine whether the probable solution solves the problem in the computer-implemented system;

    if the probable solution fails to solve the problem, reverting to the database to locate a second probable solution and implementing the second solution; and

    after determining that one solution of the plurality of possible solutions in the database solves the problem, documenting the one solution in a the database so as to provide a template for future reference if the customer again requests assistance with the same problem.

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