Automated client recovery and service ticketing
First Claim
1. A method for automated client recovery and service ticketing, the method comprising:
- remotely identifying one or more computers that are non-responsive to system communications, wherein identifying one or more computers that are non-responsive to system communications further comprises determining whether a computer of the one or more computers is active by monitoring shell activity for the one or more computers;
remotely identifying a cause for the non-responsive system communications of the one or more computers;
remotely recovering the one or more computers that are non-responsive to system communications using a script that includes a set of recovery solutions; and
requesting a service call for the one or more computers that are non-responsive to system communications when the recovery solutions fail to recover the one or more computers.
2 Assignments
0 Petitions
Accused Products
Abstract
Automated client recovery and service ticketing may be provided. Client computers in a lab environment that become disconnected from a client management system may be recovered using an automated client recovery. Computers in a computer lab may be monitored to determine if a computer becomes disconnected from the client management system. If a computer is unresponsive with the client management system, an automated client recovery and service ticketing script is implemented to recover the unresponsive computer. If solutions within in the automated client recovery and service ticketing script do not recover the unresponsive computer, a service call request is automatically generated for the computer for subsequent examination by a lab engineer.
24 Citations
19 Claims
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1. A method for automated client recovery and service ticketing, the method comprising:
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remotely identifying one or more computers that are non-responsive to system communications, wherein identifying one or more computers that are non-responsive to system communications further comprises determining whether a computer of the one or more computers is active by monitoring shell activity for the one or more computers; remotely identifying a cause for the non-responsive system communications of the one or more computers; remotely recovering the one or more computers that are non-responsive to system communications using a script that includes a set of recovery solutions; and requesting a service call for the one or more computers that are non-responsive to system communications when the recovery solutions fail to recover the one or more computers. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for automated client recovery and service ticketing, the system comprising:
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a memory storage for storing an automated client recovery and service ticketing script, wherein the memory storage is searchable; a processing unit coupled to the memory storage, wherein the processing unit is operative to; remotely identify one or more computers that are non-responsive to system communications, wherein identifying one or more computers that are non-responsive to system communications comprises determining whether a computer of the one or more computers is active by monitoring shell activity for the computer; remotely identify a cause for the non-responsive system communications of the one or more computers; remotely recover the one or more computers that are non-responsive to system communications using a script that includes a set of recovery solutions; and request a service call for the one or more computers that are non-responsive to system communications when the recovery solutions fail to recover the one or more computers. - View Dependent Claims (12, 13, 14, 15)
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16. A computer-readable storage medium comprising a computer data storage device which stores a set of instructions which when executed performs a method for automated client recovery and service ticketing, the method executed by the set of instructions comprising:
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remotely identifying one or more computers that are non-responsive to system communications at a predetermined time interval, wherein identifying one or more computers that are non-responsive to system communications further comprises determining whether a computer of the one or more computers is active by monitoring shell activity for the computer; grouping the one or more non-responsive computers; remotely identifying a cause for the non-responsive system communications of the one or more computers; remotely recovering the one or more computers that are non-responsive to system communications using a script that include a set of recovery solutions; remotely requesting a service call for the one or more computers that are non-responsive to system communications when the recovery solutions fail to recover the one or more computers; and receiving input at a keyboard, video and mouse connection for manually recovering the non-responsive one or more computers. - View Dependent Claims (17, 18, 19)
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Specification