Methods and systems for monitoring computer systems using wireless devices

• US 9,749,198 B2
• Filed: 05/26/2014
• Issued: 08/29/2017
• Est. Priority Date: 05/26/2006
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Hagan, Guy R.
• Primary Examiner(s): CAI, WAYNE HUU
• Application Number:
  US14/287,145
• Publication Number:
  US 20140258522A1
• Time in Patent Office: 1,191 Days
• Field of Search: 4554141-4144, 4554041-4042, 3405734, 34053913, 34053922
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13098 Mobile subscriber
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04W 24/10 Scheduling measurement reports ; Arrangements for measurement reports

Abstract

Methods and systems for providing information regarding monitored computer systems to wireless devices are provided. Information may be requested by a wireless device and displayed on the wireless device in a browser. The web server application may detect the wireless device, and may also then specially format the response, including the requested information formatted for optimized delivery and/or display on a wireless device. The web server application may also send a message to a wireless device about events associated with the monitored computer systems.

Claims

1. A method comprising:

receiving, at a system comprising a processor, from a wireless device, a request for information about a monitored system, wherein the request comprises device information associated with the wireless device;

retrieving, by the system, the information about the monitored system; and

formatting, by the system, based on the device information associated with the wireless device, a response for the wireless device such that the response is customized for display by the wireless device, wherein the response comprises at least a portion of the information about the monitored system, an indication of an exception associated with the monitored system, and a first link that, when selected by a user of the wireless device, enables the user of the wireless device to view, via the wireless device, a virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, the exception associated with the monitored system.

2. The method of claim 1, wherein receiving the request comprises receiving the request from a browser application on the wireless device.

3. The method of claim 2, wherein receiving the request comprises receiving a hypertext transfer protocol request from the browser application.

4. The method of claim 1, wherein formatting the response for the wireless device such that the response is customized for display by the wireless device comprises adjusting, based on the device information associated with the wireless device, the at least a portion of the information about the monitored system such that the at least a portion of the information about the monitored system is displayable on the wireless device.

5. The method of claim 1, further comprising:

sending, to the wireless device, the response formatted for the wireless device; and

in response to selection of the first link, enabling the user of the wireless device to view the virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, at least one of a piece of hardware of the monitored system or software executing on the monitored system associated with the exception.

6. The method of claim 1, wherein the response further comprises a second link to additional information about the monitored system and wherein the additional information about the monitored system comprises contact information for communicating with an entity responsible for maintaining the monitored system.

7. A system comprising:

a processor; and

a memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising

receiving, from a wireless device, a request for information about a monitored system, wherein the request comprises device information associated with the wireless device,

retrieving the information about the monitored system, and

formatting, based on the device information associated with the wireless device, a response for the wireless device such that the response is customized for display by the wireless device, wherein the response comprises at least a portion of the information about the monitored system, an indication of an exception associated with the monitored system, and a first link that, when selected by a user of the wireless device, enables the user of the wireless device to view, via the wireless device, a virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, the exception associated with the monitored system.

8. The system of claim 7, wherein the operations further comprise:

sending, to the wireless device, the response formatted for the wireless device;

and

in response to selection of the first link, enabling the user of the wireless device to view the virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, at least one of a piece of hardware of the monitored system or software executing on the monitored system associated with the exception.

9. The system of claim 7, wherein receiving the request comprises receiving the request from a browser application on the wireless device.

10. The system of claim 9, wherein receiving the request comprises receiving a hypertext transfer protocol request from the browser application.

11. The system of claim 7, wherein formatting the response for the wireless device such that the response is customized for display by the wireless device comprises minimizing an amount and a size of the response.

12. The system of claim 7, wherein the operations further comprise:

monitoring a status of the monitored system;

determining a change in the status;

logging the change in the status in a log file; and

retrieving the information about the monitored system from the log file.

13. The system of claim 7, wherein retrieving the information about the monitored system comprises retrieving at least one of incident information regarding a software application executing on the monitored system or trouble ticket information associated with the monitored system.

14. The system of claim 7, wherein the response further comprises a second link to additional information about the monitored system and wherein the additional information about the monitored system comprises contact information for communicating with an entity responsible for maintaining the monitored system.

15. A non-transitory computer readable medium storing instructions that, when executed by a system comprising a processor, cause the processor to perform operations comprising:

receiving, from a wireless device, a request for information about a monitored system, wherein the request comprises device information associated with the wireless device;

retrieving the information about the monitored system; and

formatting, based on the device information associated with the wireless device, a response for the wireless device such that the response is customized for display by the wireless device, wherein the response comprises at least a portion of the information about the monitored system, an indication of an exception associated with the monitored system, and a first link that, when selected by a user of the wireless device, enables the user of the wireless device to view, via the wireless device, a virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, the exception associated with the monitored system.

16. The non-transitory computer readable medium of claim 15, wherein the operations further comprise:

sending, to the wireless device, the response formatted for the wireless device; and

in response to selection of the first link, enabling the user of the wireless device to view the virtual desktop of the monitored system and repair, by the wireless device, via the virtual desktop of the monitored system, at least one of a piece of hardware of the monitored system or software executing on the monitored system associated with the exception.

17. The non-transitory computer readable medium of claim 15, wherein the response further comprises a notify option corresponding to the at least a portion of the information about the monitored system, and wherein the operations further comprise in response to selection of the notify option, enabling a notification associated with the at least a portion of the information about the monitored system to be provided to an entity responsible for maintaining the monitored system.

18. The non-transitory computer readable medium of claim 15, wherein the response further comprises a second link to additional information about the monitored system and wherein the additional information about the monitored system comprises contact information for communicating with an entity responsible for maintaining the monitored system.