TECHNIQUES FOR HELP DESK MANAGEMENT
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0 Petitions
Accused Products
Abstract
Techniques for help desk management are provided. A user'"'"'s experience with a resource is captured via a rating. The rating is recorded along with other metrics associated with a processing environment of the user and proactive action taken in response to configuration or performance problems with the user.
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Citations
21 Claims
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1. (canceled)
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2. A method, comprising:
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collecting, by a processor, ratings assigned by users for their experience with a resource; obtaining, by the processor, other metrics when collecting the ratings, one or more of the other metrics are obtained with each rating and are associated with a different processing environment for a different user; correlating, by the processor, the ratings with the other metrics to identify one of;
a performance problem and a configuration problem with the resource; andalerting, by the processor, a help desk to the problem.
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- 8. The method of claim 8, wherein alerting further includes increasing priority for the help desk to remedy the problem when one or more of the users are identified as high-priority users.
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10. A method, comprising:
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receiving, by a processor, a rating associated with a resource, the rating associated with a user that interacts with the resource; identifying, by the processor, a second rating for the resource associated with a different user that interacted with the resource; analyzing, by the processor, the rating and the second rating to identify a problem associated with the resource; and sending, by the processor, a notification for the problem to a help desk. - View Dependent Claims (6, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A system, comprising:
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a service device; and a help desk management module operable to (i) execute on the service device;
(ii) gather ratings assigned by users when interacting with a resource;
(iii) identify a problem with the resource by analyzing the ratings; and
(iv) communicate the problem for the resource to a help desk. - View Dependent Claims (20, 21)
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Specification