Method and apparatus for providing user support based on contextual information

• US 6,973,620 B2
• Filed: 09/06/2001
• Issued: 12/06/2005
• Est. Priority Date: 09/06/2001
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Gusler, Carl Phillip, Hamilton, Rick Allen II
• Primary Examiner(s): Bayerl, Raymond J.
• Application Number:
  US09/947,863
• Publication Number:
  US 20030043179A1
• Time in Patent Office: 1,552 Days
• Field of Search: 345/708, 345/705, 345/707, 345/709, 345/714, 345/733, 345741-743, 345/751, 345/753, 345/971, 345/758, 345/764, 345/835, 345811-812, 345/825, 706 46- 47, 706/50, 706/60, 706/55, 706/45, 434/118, 709205-206, 709/204, 709201-203
• US Class Current: 715/708
• CPC Class Codes: G06F 9/453 Help systems

Abstract

A method, apparatus, and computer instructions for providing user support. In response to a user input requesting real-time user support for an application, a request is generated for the real-time user support, wherein the request includes context information regarding the application. The request is sent to initiate a communications link for real-time user support.

Claims

1. A method in a data processing system for providing user support, the method comprising:

initiating a support process between the data processing system and a server computer system by selecting a particular option on a desktop;

said particular option being associated with a particular application for which support is needed;

responsive to a selection by a user requesting real-time user support for said application, generating a request for the real-time user support for said application, the request including user support information and context information regarding the application;

said user support information including information that is used to determine a level of support to be provided to said user;

said context information including information about a configuration of said data processing system, said application, and an application transaction log in which are stored recent actions relating to said application; and

sending the request to initiate a communications link for real-time user support.

2. The method of claim 1 further comprising:

presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

3. The method of claim 1, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

4. The method of claim 1, wherein the request includes contract information for use in identifying a level of service to be provided to the user.

5. A data processing system comprising:

a bus system;

a communications unit connected to the bus system;

a memory connected to the bus system, wherein the memory includes a set of instructions; and

a processing unit connected to the bus system, wherein the processing unit executes the set of instructions to initiate a support process between the data processing system and a server computer system by selecting a particular option on a desktop;

said particular option being associated with a particular application for which support is needed;

responsive to a selection by a user requesting real-time user support for said application, generate a request for the real-time user support for said application, the request including user support information and context information regarding the application;

said user support information including information that is used to determine a level of support to be provided to said user;

said context information including information about a configuration of said data processing system, said application, and an application transaction log in which are stored recent actions relating to said application; and

send the request to initiate a communications link for real-time user support.

6. A data processing system for providing user support, the data processing system comprising:

initiating means for initiating a support process between the data processing system and a server computer system by selecting a particular option on a desktop;

said particular option being associated with a particular application for which support is needed;

responsive to a selection by a user requesting real-time user support for said application, generating means for generating a request for the real-time user support for said application, the request including user support information and context information regarding the application;

said user support information including information hat is used to determine a level of support to be provided to said user;

said context information including information about a configuration of said data processing system, said application, and an application transaction log in which are stored recent actions relating to said application; and

sending means for sending the request to initiate a communications link for real-time user support.

7. The data processing system of claim 6 comprising:

presenting means for presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

8. The data processing system of claim 6, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

9. The data processing system of claim 6, wherein the request includes contract information for use in identifying a level of service to be provided to the user.

10. A computer program product in a computer readable medium for providing user support, the computer program product comprising:

instructions for initiating a support process between the data processing system and a server computer system by selecting a particular option on a desktop;

said particular option being associated with a particular application for which support is needed;

responsive to a selection by a user requesting real-time user support for said application, instructions for generating a request for the real-time user support for said application, the request including user support information and context information regarding the application;

said user support information including information that is used to determine a level of support to be provided to said user;

said context information including information about a configuration of said data processing system, said application, and an application transaction log in which are stored recent actions relating to said application; and

instructions for sending the request to initiate a communications link for real-time user support.

11. The computer program product of claim 10 further comprising:

instructions for presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

12. The computer program product of claim 10, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

13. The computer program product of claim 10, wherein the request includes contract information for use in identifying a level of service to be provided to the user.