Contextual enterprise software support tools
First Claim
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1. A computer-implemented method comprising:
- receiving, by a key user, an incident message triggered by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a computing system;
associating the context data with a subset of a plurality of solutions to the incident message; and
presenting information characterizing the subset of the plurality of solutions to the key user.
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Abstract
A key user for responding to support requests may receive an incident message triggered by an end user. The incident message includes user-generated input data and collected context data both characterizing a state of a computing system. The context data may be associated with a subset of a plurality of solutions to the incident message. Thereafter, information characterizing the subset of the plurality of solutions may be presented to the key user. Related apparatuses, methods, computer program products, and computer systems are also described.
71 Citations
20 Claims
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1. A computer-implemented method comprising:
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receiving, by a key user, an incident message triggered by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a computing system;
associating the context data with a subset of a plurality of solutions to the incident message; and
presenting information characterizing the subset of the plurality of solutions to the key user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer-implemented method comprising:
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receiving, by a key user, an incident message triggered by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a computing system;
associating the context data with a subset of a plurality of diagnostic wizards, each wizard presenting the user with a series of interrogatories operable to identify one or more solutions to the incident message; and
presenting information characterizing the subset of wizards. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. An article comprising a machine-readable medium storing instructions operable to cause one or more machines to perform operations comprising:
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receiving, by a key user, an incident message triggered by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a computing system;
associating the context data with a subset of a plurality of solutions to the incident message; and
presenting information characterizing the subset of the plurality of solutions to the key user. - View Dependent Claims (19, 20)
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Specification