Apparatus and method for collecting and displaying data for remote diagnostics

• US 7,647,527 B2
• Filed: 01/11/2006
• Issued: 01/12/2010
• Est. Priority Date: 01/11/2006
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Duan, Diana J., Lee, Paul Yen-Chin
• Primary Examiner(s): LE, DIEU MINH T
• Application Number:
  US11/329,899
• Publication Number:
  US 20070174710A1
• Time in Patent Office: 1,462 Days
• Field of Search: 714/38, 714/37, 714/25, 717/124, 717/126, 717/128
• US Class Current: 714/25
• CPC Class Codes: G06F 11/0727 in a storage system, e.g. in a DASD or network based storage system drivers for digital recording or reproducing units G06F3/06; circuits for error detection or correction within digital recording or reproducing units G11B20/18; for distributed storage of data in networks, e.g. transport arrangements for network file system [NFS], storage area networks [SAN] or network attached storage [NAS], H04L67/1097
• 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

Abstract

Systems and methods for automating database table and application data collection into one process to facilitate remote diagnostics of a computer problem are disclosed. A customized batch file is created by a remote support technician that can be run on a user computer that has the actual data to be gathered for the computer problem to be diagnosed. An output data file is created by the running batch file compiling problem diagnosis data from the user computer. The data file can then be viewed via a single viewing process that displays the application and database data of the data file through a single GUI and allows easy viewing manipulation of that data through the GUI. Because the database table data may be saved in a string delimited format with table field names saved with it, the database program is not needed in order to view the tables.

Claims

1. A method comprising the steps of:

running a data collection designer software program on a support computer to create a customized batch file, the customized batch file including program instructions for generating a data file comprising problem diagnosis data from a database of a database software application running on a user computer, where running the data collection designer software program on the support computer comprises;

first specifying the problem diagnosis data as specific tables from the database and application files of the database software application running on the user computer; and

then generating the customized batch file for collecting the specific tables and application files from the database of the database software application running on the user computer; and

communicating the customized batch file to the user computer for execution on the user computer to generate the data file, where the data file comprises a single archive file including the specific tables from the database and the application files;

wherein a data viewer is used with the single archive file to view the specific tables from the database and the application files for diagnosing a problem involving the database of the database software application.

2. The method of claim 1, further comprising receiving the data file from the user computer;

and

invoking the data viewer to display the problem diagnosis data in the data file.

3. The method of claim 1, wherein the database tables are collected from the database based on criteria selected from the group consisting of time, table size, record specification, and column specification.

4. The method of claim 1, wherein the problem diagnosis data is in a format viewable without the software application running on a viewing computer.

5. The method of claim 1, further comprising executing the customized batch file on the user computer to create the data file.

6. The method of claim 1, wherein the problem diagnosis data comprises information stored in one or more application files associated with the software application.

7. The method of claim 6, wherein the problem diagnosis data from the one or more application files is collected based on criteria selected from the group consisting of time, file size, and format.

8. The method of claim 6, wherein the one or more application files comprise a event log recording a state of the application software.

9. The method of claim 6, wherein the one or more application files comprise an error log including information related to errors occurring in running the software application.

11. The computer program of claim 6, further comprising:

program instructions for receiving the data file from the user computer; and

program instructions for invoking the data viewer to display the problem diagnosis data in the data file.

12. The computer program of claim 6, wherein the database tables are collected from the database based on criteria selected from the group consisting of time, table size, record specification, and column specification.

13. The computer program of claim 6, wherein the problem diagnosis data is in a format viewable without the software application running on a viewing computer.

14. The computer program of claim 6, wherein the customized batch file is executed on the user computer by a user to create the data file.

15. The computer program of claim 6, wherein the problem diagnosis data comprises information stored in one or more application files associated with the software application.

16. The computer program of claim 15, wherein the problem diagnosis data from the one or more application files is collected based on criteria selected from the group consisting of time, file size, and format.

17. The computer program of claim 15, wherein the one or more application files comprise a event log recording a state of the application software.

18. The computer program of claim 15, wherein the one or more application files comprise an error log including information related to errors occurring in running the software application.

10. A computer program embodied on a computer readable storage medium, comprising:

program instructions for running a data collection designer software program on a support computer to create a customized batch file, the batch file including program instructions for generating a data file comprising problem diagnosis data from a database of a database software application running on a user computer, where running the data collection designer software program on the support computer comprises;

first specifying the problem diagnosis data as specific tables from the database and application files of the database software application running on the user computer; and

then generating the customized batch file for collecting the specific tables and application files from the database of the database software application running on the user computer; and

program instructions for communicating the customized batch file to the user computer for execution on the user computer to generate the data file, where the data file comprises a single archive file including the specific tables from the database and the application files;

wherein a data viewer is used with the single archive file to view the specific tables from the database and the application files for diagnosing a problem involving the database of the database software application.