System and method for supporting software

• US 8,209,669 B2
• Filed: 04/20/2007
• Issued: 06/26/2012
• Est. Priority Date: 04/20/2007
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Schneider, Thomas, Sattler, Juergen, Haeberle, Tilmann
• Primary Examiner(s): Das, Chameli
• Application Number:
  US11/738,163
• Publication Number:
  US 20080262860A1
• Time in Patent Office: 1,894 Days
• Field of Search: None
• US Class Current: 717/127
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

This disclosure provides various embodiments of software for supporting a business application. In one aspect, the software receives error information and dynamic context information from a remote business application, where the dynamic context information may partially identify the particular execution point of the business application and a portion of the business data associated with that execution point, present a search interface to a support user utilizing search criteria that is automatically populated using the received information, and, upon request of the support user, generates an execution environment that simulates the remote business application execution using the received information. In some implementations, the software is farther operable to retrieve static context information related to the remote business application from a static context information repository. In those instances, the execution environment for the support user may be generated using at least a portion of the retrieved static context information.

Claims

1. An article comprising software for supporting a business application, the software comprising computer-readable instructions stored on computer-readable, non-transient media and operable when executed to:

receive error information and dynamic context information from a remote business application, the dynamic context information at least partially identifying a particular execution point of the business application and a portion of the business data associated with that execution point;

present a search interface to a support user utilizing one or more search criteria that is automatically populated using the received information; and

upon request of the support user, generate an execution environment for the support user that simulates the remote business application execution using the received error information and dynamic context information, the execution environment providing the support user a simulated, interactive visualization of the remote business application including the execution point where an error associated with the error information occurred.

2. The article of claim 1, wherein the remote business application comprises a client interface and a support agent operable to identify and communicate at least one of the error information and the dynamic context information.

3. The article of claim 1, wherein the remote business application comprises a client-side of a hosted solution.

4. The article of claim 1, wherein the execution environment is run using a temporary customer of the hosted solution.

5. The article of claim 1, wherein the remote business application is operating at a site unassociated with the support user.

6. The article of claim 1 further operable to retrieve static context information from a static context information repository, the static context information related to the remote business application.

7. The article of claim 6, wherein the execution environment for the support user is further generated using at least a portion of the retrieved static context information.

8. The article of claim 1, wherein the execution environment is operable to request additional business data from the remote business application.

9. The article of claim 8, wherein the execution environment comprises a debugging session running concurrently with the simulation.

10. The article of claim 1 further operable to communicate with a billing system to bill the client for the support user involvement.

21. The method of claim 1, wherein the search interface automatically populates using solved-error information stored in a repository.

11. A computer-implemented method for supporting a business application, comprising:

receiving error information and dynamic context information from a remote business application, the dynamic context information at least partially identifying a particular execution point of the business application and a portion of the business data associated with that execution point;

presenting a search interface to a support user utilizing one or more search criteria that is automatically populated using the received information; and

upon request of the support user, generating a virtual business application execution environment for the support user that simulates the remote business application execution using the received information, the virtual business application execution environment providing the support user a simulated, interactive visualization of the remote business application including the execution point where an error associated with the error information occurred.

12. The method of claim 11 further comprising retrieving static context information from a static context information repository, the static context information related to the remote business application.

13. The method of claim 12, wherein generating the execution environment for the support user further comprises using at least a portion of the retrieved static context information.

14. The method of claim 11, wherein the remote business application comprises a client-side of a hosted solution.

15. The method of claim 11, wherein the execution environment is run using a temporary customer of the hosted solution.

16. The method of claim 11, wherein the remote business application is operating at a site unassociated with the support user.

17. A system comprising:

a memory for storing information; and

at least one hardware processor operable to execute instructions to;

receive error information and dynamic context information from a remote business application, the dynamic context information at least partially identifying the particular execution point of the business application and a portion of the business data associated with that execution point;

retrieve static context information from a static context information repository, the static context information related to the remote business application;

present a search interface to a support user utilizing one or more search criteria that is automatically populated using the received information; and

upon request of the support user, generate a virtual business application execution environment for the support user that simulates the remote business application execution using at least a portion of the received error and dynamic context information and at least a portion of the retrieved static context information, the virtual business application execution environment providing the support user a simulated, interactive visualization of the remote business application including the execution point where an error associated with the error information occurred.

18. The system of claim 17 wherein the one or more hardware processors are further operable to interact and communicate with a billing system.

19. The system of claim 17, wherein the execution environment for the support user is further generated using at least a portion of the retrieved static context information.

20. The system of claim 17, wherein the execution environment is further operable to request additional business data from the remote business application.