Technical support for software products

• US 7,165,194 B2
• Filed: 12/09/2002
• Issued: 01/16/2007
• Est. Priority Date: 12/09/2002
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Paradkar, Mahesh S.
• Primary Examiner(s): Beausoliel; Robert
• Assistant Examiner(s): Riad; Amine
• Application Number:
  US10/314,925
• Publication Number:
  US 20040153764A1
• Time in Patent Office: 1,499 Days
• Field of Search: 714/27, 714/38, 714/46, 714/32, 714/49, 714/20, 717/170, 715/709
• US Class Current: 714/57
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 11/3466 Performance evaluation by tracing or monitoring

Abstract

A computer software program is used to capture configuration values of predetermined parameters of vendor software and an operating system on which the vendor software is installed. Configuration values of predetermined parameters can be collected from more than one computer in a networked environment. A collated report of configuration values from the customer computer systems is sent to the vendor for diagnosis of the technical problem experienced by the customer.

Claims

1. A method of capturing a user environment for a computer system, the method comprising the steps of:

a) executing a configuration capture program on a first computer system, wherein the executing of the configuration capture program includes generating a record for the first computer system, the first computer system record including i) identification of operating system software, system memory configuration, file systems, and model of the first computer system, ii) identification of application software on the first computer system, and iii) configuration values of parameters relating to the identified application software installed on said first computer system, wherein the generating includes;

generating the record of the application software in a predetermined manner responsive to the identified operating system, wherein the parameters are predetermined parameters, the predetermined parameters having identities defined in a database of the configuration capture program and the generating of the record of the configuration values includes;

looking up the identities of the predetermined parameters in the database; and

parsing configuration files of the application sofware responsive to the predetermined parameter identities, and wherein the configuration capture program accesses a list of trusted host computer systems operatively connected to the first computer system by a network;

b) initiating, by the first computer system, execution of the configuration capture program on the listed trusted host computer systems, wherein the executing of the configuration capture program on such a trusted host computer system includes generating a record for the trusted host computer system, the trusted host computer system record including i) identification of operating system software, system memory configuration, file systems, and model of the trusted host computer system, ii) identification of application software on the trusted host computer system, and iii) configuration values of parameters relating to the identified application software installed on said trusted host computer system, wherein the generating of the record for the trusted host computer system includes;

generating the record of the trusted host application software in a predetermined manner responsive to the trusted host identified operating system, wherein the trusted host parameters are predetermined parameters, the trusted host predetermined parameters having identities defined in a database of the configuration capture program, and the generating of the record of the configuration values includes;

looking up the identities of the trusted host predetermined parameters in the database; and

parsing configuration files of the trusted host application sofware responsive to the predetermined parameter identities, wherein said records of said configuration values generated in step b) are transmitted from the respective trusted host computer systems to said first computer system; and

c) transmitting, for receipt by a customer support person, said records generated in steps a) and b) from said first computer system, wherein the records provide the customer support person information about the user environment for the first computer system.

2. The method as claimed in claim 1, further comprising the step of:

transmitting the configuration capture program to the first computer system for initiating execution of steps a) through c).

3. The method as claimed in claim 1, wherein said executing of the configuration capture program on such a first computer system or trusted host computer system includes recording parameters of the operating system software of such a computer system.

4. The method as claimed in claim 1, wherein said executing of the configuration capture program on such a first computer system or trusted host computer system includes recording configuration parameters of installed versions of said application software of such a computer system.

5. The method as claimed in claim 1, wherein in step c) the transmitting includes transmitting by electronic mail.

6. A computer program product for capturing a user environment of a computer system, wherein the computer program product resides on a computer usable medium having computer readable program code, the program code comprising:

first instructions for executing a configuration capture program on a first computer system, wherein the configuration capture program generates, for the first computer system, a record, the first computer system record including i) identification of operating system software, system memory configuration, file systems and model of the first computer system, ii) identification of application software on the first computer system, and iii) configuration values of parameters relating to the identified application software installed on said first computer system, wherein the generating includes;

generating the record of the application software in a predetermined manner responsive to the identified operating system, wherein the parameters are predetermined parameters, the predetermined parameters having identities defined in a database of the configuration capture program, and the generating of the record of the configuration values includes;

looking up the identities of the predetermined parameters in the database; and

parsing configuration files of the application sofware responsive to the predetermined parameter identities, and wherein the configuration capture program accesses a list of trusted host computer systems operatively connected to the first computer system by a network;

second instructions for initiating, by the first computer system, execution of the configuration capture program on the listed trusted host computer systems, wherein the executing of the configuration capture program on such a trusted host computer system includes generating a record for the trusted host computer system, the trusted host computer system record including i) identification of operating system software, system meory configuration file systems, and model of the trusted host computer system, ii) identification of application software on the trusted host computer system, and iii) configuration values of parameters relating to the identified application software installed on said trusted host computer system, wherein the generating of the record for the trusted host computer system includes;

generating the record of the trusted host application software in a predetermined manner responsive to the trusted host identified operating system, wherein the trusted host parameters are predetermined parameters, the trusted host predetermined parameters having identities defined in a database of the configuration capture program, and the generating of the record of the configuration values includes;

looking up the identities of the trusted host predetermined parameters in the database; and

parsing configuration files of the trusted host application sofware responsive to the predetermined parameter identities, wherein said records of said configuration values generated by executing the configuration capture program on the listed trusted host computer systems are transmitted from the respective trusted host computer systems to said first computer system; and

third instructions for transmitting said records generated by executing the configuration capture program on the first computer system and the listed trusted host computer systems, wherein the records are transmitted from said first computer system for receipt by a customer support person to provide the customer support person information about the user environment for the first computer system.

7. The computer software program as claimed in claim 6, wherein said executing of the configuration capture program on such a first computer system and such trusted host computer systems includes recording parameters of the operating system software of the respective ones of such computer systems.

8. The computer software program as claimed in claim 6, wherein said executing of the configuration capture program on such a first computer system and such trusted host computer systems includes recording configuration parameters of installed versions of said application software of the respective ones of such computer systems.

9. The computer software program as claimed in claim 6, wherein said fourth instructions include instructions for transmitting by electronic mail.

10. An apparatus for capturing a user environment of a computer system, the apparatus comprising:

a processor;

a storage device coupled to the processor and having computer program instructions stored on a computer readable medium of the storage device, wherein the processor is operable wit the computer program instructions to perform the steps of;

a) executing a configuration capture program on a first computer system, wherein the executing of the configuration capture program includes generating a record for the first computer system, the first computer system record including i) identification of operating system software, system memory confituation, file systems, and model of the first computer system, ii) identification of application software on the first computer system, and iii) configuration values of parameters relating to the identified application software installed on said first computer system, wherein the generating includes;

generating the record of the application software in a predetermined manner responsive to the identified operating system, wherein the parameters are predetermined parameters, the predetermined parameters having identities defined in a database of the configuration capture program, and the generating of the record of the configuration values includes;

looking up the identities of the predetermined parameters in the database; and

parsing configuration files of the application sofware responsive to the predetermined parameter identities, wherein the configuration capture program accesses a list of trusted host computer systems operatively connected to the first computer system by a network;

b) initiating, by the first computer system, execution of the configuration capture program on the listed trusted host computer systems, wherein the executing of the configuration capture program on such a trusted host computer system includes generating a record for the trusted host computer system, the trusted host computer system record including i) identification of operating system software, system memory configuration, file systems, and model of the trusted host computer system, ii) identification of application software on the trusted host computer system, and iii) configuration values of parameters relating to the identified application software installed on said trusted host computer system, wherein the generating of the record for the trusted host computer system includes;

generating the record of the trusted host application software in a predetermined manner responsive to the trusted host identified operating system, wherein the trusted host parameters are predetermined parameters, the trusted host predetermined parameters having identities defined in a database of the configuration capture program, and the generating of the record of the configuration values includes;

looking up the identities of the trusted host predetermined parameters in the database; and

parsing configuration files of the trusted host application sofware responsive to the predetermined parameter identities, wherein records of said configuration values generated by the execution of the configuration capture program on the listed trusted host computer systems are transmitted from the respective trusted host computer systems to said first computer system; and

c) transmitting, from said first computer system for receipt by a customer support person, said records generated by executing the configuration capture program on the first computer system and the listed trusted host computer systems, wherein the records provide the customer support person information about the user environment for the first computer system.

11. The apparatus as claimed in claim 10, wherein said executing of the configuration capture program on such a first computer system and such trusted host computer systems includes recording configuration parameters of installed versions of said application software of the respective ones of such computer systems.

12. The apparatus as claimed in claim 10, wherein in step c) the transmitting includes transmitting by electronic mail.