Techniques for help desk management

• US 8,655,713 B2
• Filed: 10/28/2008
• Issued: 02/18/2014
• Est. Priority Date: 10/28/2008
• Status: Expired due to Fees

• Current Assignee: Micro Focus Software, Inc. (Open Text Corporation)
• Original Assignee: Novell Incorporated (Open Text Corporation)
• Inventors: Green, Tammy Anita, Carter, Stephen R, Isaacson, Scott Alan, Anderson, Eric
• Primary Examiner(s): Colbert, Ella
• Application Number:
  US12/259,460
• Publication Number:
  US 20100106542A1
• Time in Patent Office: 1,939 Days
• Field of Search: 705/7, 705/10, 705/11, 705/7.41, 705/7.32, 709/219
• US Class Current: 705/7.41
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

Techniques for help desk management are provided. A user'"'"'s experience with a resource is captured via a rating. The rating is recorded along with other metrics associated with a processing environment of the user and proactive action taken in response to configuration or performance problems with the user.

Claims

1. A method implemented using instructions that are stored in a non-transitory computer-readable storage medium and executed by a processor-enabled device, comprising:

activating, by the processor-enabled device, a questionnaire that is presented to a user and dynamically customizing the questionnaire based on a history for the user, a computing resource for which the questionnaire is being directed, and present conditions for a network as a whole, the user activates the questionnaire as a user interface by activating an icon presented to the user, the timing as to when the questionnaire is activated can vary as can the time as to when the questionnaire is actually presented to the user via the icon provided in the user interface;

receiving, by the processor-enabled device, a rating from and assigned by the user in response to the questionnaire, wherein the rating is a value assigned by the user and represents an opinion that the user has with respect to a quality of service that the user experienced with the computing resource, the rating includes a dual value for the quality of service and a dollar value for impact of the quality of service on a business, the value assigned by the user via the user accessing a set of sliders from the user interface, each slider for providing a particular value via sliding that slider to a particular number for a particular category associated with the computing resource; and

recording, by the processor-enabled device, the rating and resource identity for the computing resource for subsequent action and analysis and gathering other information for the subsequent action and analysis from a processing environment of the user using a service that is separate and independent from the method to maintain privacy of the user from the method.

2. The method of claim 1, wherein activating further includes presenting the questionnaire when the user logs out.

3. The method of claim 1, wherein activating further includes presenting the questionnaire to the user in response to other ratings received from other users representing their perceived experiences with the computing resource when those other ratings are deemed inconclusive to diagnose a problem for purposes of soliciting the user for the rating of the computing resource.

4. The method of claim 1, wherein activating further includes presenting the questionnaire to the user in response to a previous rating supplied by the user for the computing resource that was deemed unfavorable in view of a threshold value to determine if the user'"'"'s experience with the computing resource has improved via the rating.

5. The method of claim 1, wherein receiving further includes providing a scale for the user to select the rating and permitting the user to add comments to accompany the rating.

6. The method of claim 1, wherein recording further includes automatically gathering the other information from the processing environment of the user to accompany the rating and to be recorded, wherein the other information includes one or more of:

an Internet Protocol (IP) address for a device of the user, applications executing in the processing environment, active virtual private networks within the processing environment, processor load, memory fragmentation, signatures of the applications, a version of operating system, virtual machines running in the processing environment, a bandwidth of network connection being used by the processing environment, a bandwidth load, subnet addresses, and metrics gathered by diagnostic utilities that process directly on the device of the user.