Remote site managing system for centrally managing computers and peripheral devices
First Claim
1. An information processing apparatus which is connected to a first local managing apparatus which diagnoses an apparatus having a first-type function and a second local managing apparatus which diagnoses an apparatus having a second-type function that is different from the first-type function, comprising:
- judging means which judge, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to said information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
determination means which determine that the first local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the first-type function, and determine that the second local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the second-type function, based on the judgment provided by said judging means, and said determining means determining that the first and second local managing apparatuses shall both diagnose the predetermined apparatus if said judging means cannot judge as to whether the trouble which has occurred in the predetermined apparatus is a trouble related to the apparatus having the first-type function or to the apparatus having the second-type function;
diagnosis control means which causes one of the first local managing apparatus and the second local managing apparatus, or both the first and second local managing apparatuses, to preform diagnosis, based on a determination provided by said determination means; and
wherein the apparatus of the first type is a peripheral device, and the apparatus of the second type is a computer device.
1 Assignment
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Accused Products
Abstract
A remote site managing system for centrally managing computers and peripheral devices of a customer, is provided. In the event that there is trouble with equipment in the office to be serviced, and a customer in the office notifies the maintenance service company of the trouble by telephone (i.e., a center call), the remote site managing system deals with the trouble in an appropriate manner, and dispatches maintenance (either dispatching service personnel or commissioning the maintenance to another service company) in a smooth manner.
31 Citations
36 Claims
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1. An information processing apparatus which is connected to a first local managing apparatus which diagnoses an apparatus having a first-type function and a second local managing apparatus which diagnoses an apparatus having a second-type function that is different from the first-type function, comprising:
- judging means which judge, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to said information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
determination means which determine that the first local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the first-type function, and determine that the second local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the second-type function, based on the judgment provided by said judging means, and said determining means determining that the first and second local managing apparatuses shall both diagnose the predetermined apparatus if said judging means cannot judge as to whether the trouble which has occurred in the predetermined apparatus is a trouble related to the apparatus having the first-type function or to the apparatus having the second-type function; diagnosis control means which causes one of the first local managing apparatus and the second local managing apparatus, or both the first and second local managing apparatuses, to preform diagnosis, based on a determination provided by said determination means; and wherein the apparatus of the first type is a peripheral device, and the apparatus of the second type is a computer device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
- judging means which judge, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to said information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
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10. A managing program which is executed on an information processing apparatus which is connected to a first local managing apparatus which diagnoses equipment having a first-type function and a second local managing apparatus which diagnoses equipment having a second-type function that is different from the first-type function, said program causing a computer to execute the following steps:
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
a determination step, for determining as to that the first local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the first-type function, and for determining that the second local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the second-type function, based on a judgment provided in said judging step, and for determining that the first and second local managing apparatuses shall both diagnose the predetermined apparatus if in said judging step it is not possible to judge as to whether the trouble which has occurred in the predetermined apparatus is a trouble related to the apparatus having the first-type function or to the apparatus having the second-type function; a diagnosis control step, execution of which causes one or the other of the first local managing apparatus and the second local managing apparatus, or both the first and second local managing apparatuses, to perform diagnosis, based on a determination obtained in said determination step; and wherein the equipment of the first type is a peripheral device, and the equipment of the second type is a computer device. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
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19. A computer-readable recording medium storing an equipment managing program which is executed on an information processing apparatus which is connected to a first local managing apparatus which diagnoses equipment having a first-type function and a second local managing apparatus which diagnoses equipment having a second-type function that is different from the first-type function, said equipment managing program causing a computer to execute the following steps:
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
a determination step, for determining as to that the first local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the first-type function, and for determining that the second local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the second-type function, based on a judgment provided in said judging step, and for determining that the first and second local managing apparatuses shall both diagnose the predetermined apparatus if in said judging step it is not possible to judge as to whether the trouble which has occurred in the predetermined apparatus is a trouble related to the apparatus having the first-type function or to the apparatus having the second-type function; a diagnosis control step, execution of which causes one or the other of the first local managing apparatus and the second local managing apparatus, or both the first and second local managing apparatuses, to perform diagnosis, based on a determination obtained in said determination step; and wherein the equipment of the first type is a peripheral device, and the equipment of the second type is a computer device. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
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28. An equipment managing method which is executed on a system configured of a first local managing apparatus which is connected to a first local managing apparatus which diagnoses equipment having a first-type function and a second local managing apparatus which diagnoses equipment having a second-type function that is different from the first-type function, said method comprising:
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
a determination step, for determining as to that the first local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the first-type function, and for determining that the second local managing apparatus shall diagnose the predetermined apparatus if the trouble which has occurred in the predetermined apparatus is judged to be a trouble related to the apparatus having the second-type function, based on a judgment provided in said judging step, and for determining that the first and second local managing apparatuses shall both diagnose the predetermined apparatus if in said judging step it is not possible to judge as to whether the trouble which has occurred in the predetermined apparatus is a trouble related to the apparatus having the first-type function or to the apparatus having the second-type function; a diagnosis control step, execution of which causes one or the other of the first local managing apparatus and the second local managing apparatus, or both the first and second local managing apparatuses, to perform diagnosis, based on a determination obtained in said determination step; and wherein the equipment of the first type is a peripheral device, and the equipment of the second type is a computer device. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36)
- a judging step, for judging, based on information selected by a user, whether a trouble which has occurred in a predetermined apparatus that has been reported to the information processing apparatus is a trouble related to the apparatus having the first-type function or a trouble related to the apparatus having the second-type function;
Specification