CUSTOMER ERROR SCREEN CAPTURE

• US 20130167245A1
• Filed: 02/20/2012
• Published: 06/27/2013
• Est. Priority Date: 12/22/2011
• Status: Active Grant

• Current Assignee: Roche Diabetes Care Inc. (Roche Holding AG)
• Original Assignee: Roche Diagnostics Operations Incorporated (Roche Holding AG)
• Inventors: Birtwhistle, Daniel P., Reinke, Robert E.
• Granted Patent: US 8,719,945 B2
• Time in Patent Office: Days
• US Class Current: 726/26
• CPC Class Codes: G06F 21/6254 by anonymising data, e.g. decorrelating personal data from the owner's identification
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G16H 10/60 for patient-specific data, e.g. for electronic patient records

Abstract

A method for capturing a user'"'"'s view of an electronic screen having an error message in a health management application without showing private information of the user includes receiving an error message from a web service responding to a request for a web page by the user. The method includes receiving an electronic file of the web page with the error message, redacting private information of the user from the electronic file to create a redacted electronic file, and storing the redacted electronic file in a support log module.

Claims

1. A method for capturing a user'"'"'s view of an electronic screen having an error message in a health management application without showing private information of the user, the method comprising:

receiving an error message from a web service responding to a request for a web page by the user;

receiving an electronic file of the web page with the error message;

redacting private information of the user from the electronic file to create a redacted electronic file; and

storing the redacted electronic file in a support log module.

2. The method of claim 1, wherein redacting private information includes identifying fields pre-tagged as private information in the electronic file and redacting values associated with the pre-tagged fields.

3. The method of claim 1, wherein redacting private information includes identifying areas pre-tagged as private information in the electronic file and redacting the pre-tagged areas.

4. The method of claim 1, further comprising converting the redacted electronic file to an image file.

5. The method of claim 1, further comprising retrieving the redacted electronic file from the support log module by a support person.

6. The method of claim 1, wherein the health management application is a diabetes management application.

7. The method of claim 1, further comprising:

retrieving a history session of the user associated with and prior to the error message;

redacting from each electronic file in the history session the private information of the user to create corresponding redacted electronic files of the history session; and

storing the redacted electronic files of the history session in the support log module.

8. The method of claim 1, wherein the electronic file and the redacted electronic file are in hypertext markup language.

9. A method for capturing a user'"'"'s view of an electronic screen having an error message in a health management application without showing private information of the user, the method comprising:

receiving an error message from a web service responding to a request for a web page by the user;

receiving an electronic file of the web page with the error message;

identifying fields pre-tagged as private information in the electronic file and redacting values associated with the pre-tagged fields to create a redacted electronic file;

converting the redacted electronic file to an image file; and

storing the image file in a support log module.

10. The method of claim 9, further comprising retrieving the redacted electronic file from the support log module by a support person.

11. The method of claim 9, wherein the health management application is a diabetes management application.

12. The method of claim 9, wherein the electronic file and the redacted electronic file are in hypertext markup language.

13. The method of claim 9, further comprising:

retrieving a history session of the user associated with and prior to the error message;

redacting from each electronic file in the history session the private information of the user to create corresponding redacted electronic files of the history session; and

storing the redacted electronic files of the history session to the support log module.

14. A system for capturing a user'"'"'s view of an electronic screen having an error message associated with a health management application without showing private information of the user, the system comprising:

a logging service programmed to receive an electronic file with an error message from a user'"'"'s electronic screen and transfer the electronic file for sanitization;

a sanitization module programmed to receive the electronic file with the error message, redact private information of the user and create a redacted electronic file;

a support log for receiving and storing the redacted electronic file; and

a support application communicating with the support log and programmed to retrieve the redacted electronic file for delivery to a support person'"'"'s processing device.

15. The system of claim 14, wherein the sanitization module includes a redaction module programmed to create the redacted electronic file by identifying fields pre-tagged as private information in the electronic file and redacting values associated with the pre-tagged fields.

16. The system of claim 14, wherein the sanitization module includes an image rendering module programmed to convert the redacted electronic file to an image file.

17. The system of claim 14, further comprising a web service communicating with a browser of the user in association with a health management application;

18. The system of claim 14, wherein the electronic file and the redacted electronic file are in hypertext markup language.

19. The system of claim 15, wherein the logging service is programmed to retrieve a history session of the user associated with and prior to the error message and transfer each electronic file to the redaction module.

20. The system of claim 19, wherein the redaction module is programmed to redact from each electronic file of the history session the private information of the user to create corresponding redacted electronic files of the history session.