User support experience with automatically generated virtual environment
First Claim
Patent Images
1. A computer-implemented method, comprising:
- generating a representation of an issue description user interface display with an issue description user input mechanism configured to receive a user issue description input from a user of a deployed computer system;
receiving an indication of the user issue description input indicative of a technical issue in the deployed computer system;
receiving deployed environment data indicative of an environment of the deployed computer system;
generating a diagnostic environment based on the deployed environment data, the diagnostic environment corresponding to the environment of the deployed computer system;
after generating the diagnostic environment, generating a representation of a user reproduction display configured to receive a user reproduction input from the user of the deployed computer system;
receiving an indication of the user reproduction input;
based on the indication of the user reproduction input, reproducing the technical issue in the diagnostic environment; and
receiving a modification input indicative of a fix for the technical issue in the diagnostic environment.
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Abstract
A virtual environment service obtains automatically collected diagnostic information from a deployed instance of a computer system and automatically generates a reproduction of an environment of the instance of the computer system, based upon the collected diagnostic data. User interactions with the virtual diagnostic environment can be recorded to identify a technical issue with the deployed instance of the computer system. A fix for the issue is applied in the virtual diagnostic environment so that it can be verified by the user prior to applying it to the deployed instance.
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Citations
20 Claims
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1. A computer-implemented method, comprising:
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generating a representation of an issue description user interface display with an issue description user input mechanism configured to receive a user issue description input from a user of a deployed computer system; receiving an indication of the user issue description input indicative of a technical issue in the deployed computer system; receiving deployed environment data indicative of an environment of the deployed computer system; generating a diagnostic environment based on the deployed environment data, the diagnostic environment corresponding to the environment of the deployed computer system; after generating the diagnostic environment, generating a representation of a user reproduction display configured to receive a user reproduction input from the user of the deployed computer system; receiving an indication of the user reproduction input; based on the indication of the user reproduction input, reproducing the technical issue in the diagnostic environment; and receiving a modification input indicative of a fix for the technical issue in the diagnostic environment. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computing system, comprising:
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an issue reporting component configured to receive an indication of a user input, from a user of a deployed computing system instance, describing a technical issue encountered in the deployed computing system instance; a virtual environment service configured to generate a virtual computing system instance, based on environment data collected from the deployed computing system instance, the virtual computing system instance corresponding to the deployed computing system instance; a virtual machine control system configured to reproduce the technical issue on the virtual computing system instance, receive a modification input indicative of a fix for the technical issue on the virtual computing system instance, and apply the fix to the virtual computing system instance, using a computer processor of the computing system; and a verification component configured to receive an indication of a user verification input, from the user, verifying that the fix addresses the technical issue on the virtual computing system instance. - View Dependent Claims (13, 14, 15)
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16. A computer-implemented method comprising:
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generating a representation of an issue description user interface display with an issue description user input mechanism configured to receive a user issue description input, from a user of a deployed computer system instance; receiving an indication of the user issue description input indicative of a technical issue in the deployed computer system instance; receiving deployed environment data indicative of an environment of the deployed computer system instance; generating a diagnostic environment, based on the deployed environment data, corresponding to the environment of the deployed computer system instance, wherein the diagnostic environment comprises functionality that mimics functionality of the deployed computer system instance; reproducing the technical issue in the diagnostic environment; generating a representation of a user reproduction display configured to receive a user reproduction input, from the user of the deployed computer system instance; receiving an indication of the user reproduction input verifying that the technical issue was reproduced in the diagnostic environment; and receiving a modification input indicative of a fix for the technical issue in the diagnostic environment. - View Dependent Claims (17, 18, 19, 20)
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Specification