FEEDBACK FRAMEWORK

• US 20200137057A1
• Filed: 10/24/2018
• Published: 04/30/2020
• Est. Priority Date: 10/24/2018
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: ServiceNow Incorporated
• Inventors: Saha, Prabodh, Shende, Manojkumar Haridas, Vajjala, Venu Gopal Rao, Chowdary, Revanth
• Granted Patent: US 11,063,946 B2
• Time in Patent Office: Days
• 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 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/2094 Redundant storage or storage space G06F11/2056 takes precedence
• CPC Class Codes: G06F 11/34 Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
• CPC Class Codes: G06F 11/362 Software debugging
• CPC Class Codes: H04L 63/10 for controlling access to devices or network resources

Abstract

The present disclosure includes a feedback framework that receives feedback for a component of an information technology platform. The component includes the feedback framework, the information technology platform, a software application, a web browser, a client device, a client instance, or a virtual server. The feedback framework obtains context information associated with the feedback. The context information includes a system log, a screenshot, a web address of a web browser of the client device, version information, and/or the like. The feedback framework also determines an identity of the component by executing a handler. The feedback framework then determines a notification to send based on the identity of the component, and sends the notification with the feedback and the context information. In this manner, the feedback framework provides sufficient context information associated with the feedback to diagnose and address issues while delivering the feedback and context information quickly and efficiently.

Claims

1. An information technology platform comprising:

a virtual server configured to enable a client instance, wherein the client instance is configured to execute an application that is accessible by a plurality of client devices; and

a feedback framework configured to;

receive an indication of feedback from a client device of the plurality of client devices supported by the client instance, wherein the feedback is associated with a component of the information technology platform;

obtain context information associated with the component; and

send a notification based on the feedback and the context information.

2. The information technology platform of claim 1, wherein the context information comprises a system log or a screenshot.

3. The information technology platform of claim 2, wherein the feedback framework comprises a displayed interface that includes one or more feedback input controls configured to submit the system log or the screenshot.

4. The information technology platform of claim 1, wherein feedback comprises a rating.

5. The information technology platform of claim 1, wherein feedback comprises text.

6. The information technology platform of claim 1, comprising a centralized instance configured to communicate with the client instance via a network, wherein the feedback framework comprises a centralized feedback application configured to execute on the centralized instance.

7. The information technology platform of claim 6, wherein the feedback framework comprises a feedback application configured to execute on the client instance and enable the feedback or the context information to be received and sent to the centralized feedback application.

8. The information technology platform of claim 1, wherein the feedback framework comprises one or more feedback input controls configured to execute on the client device and submit the feedback or the context information to the feedback application.

9. The information technology platform of claim 1, wherein the context information comprises a web address or Uniform Resource Locator of a web browser of the client device, version information of a software application of the information technology platform, version information of the web browser, version information of an operating system of the client device, version information of the information technology platform, processor health information of the client device, network health information of the client device, a prompt or error message of the client device, or any combination thereof.

10. The information technology platform of claim 1, wherein the context information is obtained without user input.

11. A feedback framework of an information technology platform, wherein the feedback framework is configured to:

receive feedback associated with a component of the information technology platform;

receive context information associated with the component;

determine an identity of the component; and

perform an action based on the feedback, the context information, and the identity of the component.

12. The feedback framework of claim 11, wherein the action comprises submitting a problem report or an incident report.

13. The feedback framework of claim 11, wherein the action comprises sending an email.

14. The feedback framework of claim 11, wherein the component comprises the feedback framework, the information technology platform, a software application of the information technology platform, a web browser of a client device of the information technology platform, the client device, a client instance of the information technology platform, and/or a virtual server of the information technology platform.

15. The feedback framework of claim 11, wherein the feedback framework comprises a handler configured to identify the component.

16. The feedback framework of claim 15, wherein the handler is configured to identify the component based on a portion of a web address or Uniform Resource Locator, wherein the web address or Uniform Resource Locator is configured to provide the component.

17. The feedback framework of claim 15, wherein the handler is configured to be customized to identify a third party software application or a portion of the third party software application.

18. A method comprising:

receiving feedback for a component of an information technology platform;

receiving context information associated with the feedback;

determining an identity of the component;

determining a notification to send based on the identity of the component; and

sending the notification with the feedback and the context information.

19. The method of claim 18, wherein the identity of the component is associated with one or more teams, wherein the notification is sent to the one or more teams.

20. The method of claim 18, wherein the identity of the component is associated with a type of notification of a plurality of types of notifications, wherein sending the notification comprises sending the type of notification.