Technical support chain automation with guided self-help capability, escalation to live help, and active journaling

• US 6,999,990 B1
• Filed: 05/12/1999
• Issued: 02/14/2006
• Est. Priority Date: 12/18/1998
• Status: Expired due to Term

• Current Assignee: RPX Corporation
• Original Assignee: Motive Incorporated (Nokia Corporation)
• Inventors: Sullivan, Francis X., Vetter, Brian Jay
• Primary Examiner(s): Dinh, Khanh
• Application Number:
  US09/310,795
• Time in Patent Office: 2,470 Days
• Field of Search: 709/204, 709/220, 709/221, 709/223, 709/224, 709/226, 709/246, 709/205, 709/227, 714/25, 714/26, 714/31, 707/10, 707/101, 345/705, 345/329, 345/330, 345/336, 345/338
• US Class Current: 709/205
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user'"'"'s self-help session, view information generated during that session, and/or execute certain actions with respect to the user'"'"'s machine, all from the engineer'"'"'s desktop. An active journal is maintained for each problem incident, and active journals may be used by other analysts to facilitate problem resolutions for new incidents.

Claims

1. A method for automated technical support in a computer network, comprising:

during a first live help session, creating a journal that comprises a history, wherein the history comprises description of a problem and a resolution of the problem, wherein the history further comprises a first plurality of telemetry items generated as a result of executing a first map against a first machine;

during a guided self-help session, generating a second plurality of telemetry items as a result of executing a second map against a second machine;

upon escalation to a second live help session following the guided self-help session, comparing each telemetry item of the first plurality of telemetry items with one or more items of the second plurality of telemetry items; and

if a telemetry item of the first plurality of telemetry items compares equally with a telemetry item of the second plurality of telemetry items, presenting at least one of the first plurality of telemetry items in the journal on a third machine during the second live help session.

2. The method as described in claim 1 wherein the first map and the second map are the same.

3. The method as described in claim 1 wherein the first map comprises a programmable object for diagnosing problems with machines.

4. The method as described in claim 1 wherein the history includes a support analysis assignment history.

5. The method as described in claim 1 wherein the history further includes a reference to content used to diagnose the problem.

6. The method as described in claim 1 wherein the first map is executed during a self-help session.

7. The method as described in claim 1 wherein the first map is executed by a support analyst.

8. The method of claim 1 wherein the third machine is used by an agent participating in the second live help session.

9. The method of claim 1 wherein the presenting the at least one of the first plurality of telemetry items comprises presenting the resolution.

10. A method for automated technical support in a computer network, comprising:

during a first live help session, creating a journal that includes a history of a problem and a resolution of the problem, the history including a reference to a diagnostic map and a plurality of first telemetry items previously generated as a result of executing the diagnostic map against a first machine;

during a second live help session, retrieving the journal; and

comparing given information in the journal with data generated during a guided self-help session as a result of executing a given diagnostic map against a second machine; and

if the given information in the journal and the data generated as the result of executing the given diagnostic map are the same, presenting the given information in the journal on a third machine during the second live help session.

11. The method described in claim 10 wherein at least one of the first live help session and the second live help session follows a guided self-help session.

12. The method described in claim 11 further comprising repeating a given portion of the guided self-help session.

13. The method as described in claim 10 wherein the first live help session is assigned to a first support analyst and the second live help session is assigned to a second support analyst.

14. A method for automated technical support in a computer network, comprising:

during a first live help session, creating a journal that includes a history of a problem incident and a problem resolution, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine;

generating a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session;

determining whether a portion of the first plurality of telemetry items in the journal is present in the second telemetry during a second live help session; and

if the portion is present, presenting at least the portion of the first telemetry on a third machine during the second live help session.

15. The method of claim 14, further comprising:

if the portion is present, providing access to the journal via the third machine during the second live help session.

16. The method of claim 14 wherein

the third machine is used by an agent participating in the second live help session.

17. The method of claim 14 wherein

the presenting the at least one of the first plurality of telemetry items comprises presenting the resolution.

18. A computer-readable medium having stored thereon a plurality of instructions for causing one or more processors to perform the following:

create a journal that includes a history of a problem incident and a problem resolution during a first live help session, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine;

generate a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session;

determine whether a portion of the first plurality of telemetry items in the journal is present in the second plurality of telemetry items during a second live help session; and

present at least the portion of the first plurality of telemetry items on a third machine during the second live help session if the portion is present.

19. The computer-readable medium of claim 18, further comprising instructions to cause the one or more processors to perform the following:

provide access to the journal via the third machine during the second live help session if the portion is present.

20. The computer-readable medium of claim 18 wherein the third machine is used by an agent participating in the second live help session.

21. The computer-readable medium of claim 18 wherein the instructions to present the at least one of the first plurality of telemetry items comprise instructions to present the problem resolution.