DE102004036912A1 - Computer program problem processing method, involves compiling information necessary for solution of problem, where information is analyzed by another program for purpose of determining whether program problem is new or already known - Google Patents

Abstract

The method involves compiling information that is necessary for the solution of a computer program problem using a program. The information is analyzed by another program for the purpose of determining whether the computer program problem is new or already known. A lodged solution is provided for trouble shooting the computer program problem using the latter program or a third program. Independent claims are also included for the following: (A) a computer program (B) a system for processing of computer program problems.

Description

Technical application

The This invention relates to computer programs and the support of Users of these programs when problems occur.

at The users can be buyers or licensee of the program acting in the application Program problems occur along with customer service or the development of the program distributing or producing Company solved Need to become. Users can in this context also employees of the manufacturing company while the in-house testing phase of a software product before it Be delivery. In this case, the problems identified worked directly through the development, bypassing customer service.

computer programs are preferably those in the field of automation technology. In particular, this includes not only the mostly PC-based engineering and runtime systems also program and firmware components of integrated systems (English embedded systems), as for example in the (intelligent) field devices of machinery and equipment can be found.

One Another field of application is the manufacturing technology and the process engineering Industry, each characterized by a high degree of automation and an increased need for automated Computer Program Support exists in case of problems. In particular special in these industries is the permanent one Operational readiness or the possible rapid recovery of operational readiness the ultimate goal of the customer, which on the part of the program manufacturer is a particularly efficient and fast problem handling when computer program problems occur calls.

computer programs be for the user more and more complex and are in ever faster cycles updated. There is also an increased adaptation of the respective Software or software components to the needs of the respective customer. These aspects require a large number of different computer program installations among the different customers, and lead to an increased need to customer service representatives to resolve any issues that arise with these programs.

A especially in the industries mentioned above ongoing Increase in complexity The result of the machines and systems is that the program is the distributor or manufacturing companies must be to the customer as possible to be able to help quickly and efficiently with problems that arise. The complexity The products are presented to the employees who work on the problems in customer service ever higher Requirements regarding existing knowledge and experience. This is all the more serious, as the customer usually only then to the customer service, if it encounters problems by own Do not solve specialist staff can, so the problem is rather difficult to solve.

The Presentation of the invention described below concentrated focus on solving computer program problems at a Customers, and the processing of related customer inquiries at the customer service department. It should, however, be emphasized be that the invention also in the test phases of a computer program product and in pilot application phases.

It is known that providers of computer programs theirs for the support of after the computer program problems have occurred Organize object principle. After that there are groups of agents who each for a product, or for a product family, responsible are. If a problem occurs, the customer contacts by phone, Fax, or e-mail to the respective customer service. Here, the must Customer provide some basic information that will allow the for the treatment of the problem competent Identify an engineer group.

• a) Administrations- oder Konfigurationsprobleme: hier arbeitet das Programm als solches fehlerfrei, ist jedoch das Programm auf dem Computer des Anwenders fehlerhaft konfiguriert. So können beispielsweise die Benutzerrechte falsch eingestellt sein, oder aber die unter dem Betriebssystem Windows^© der Firma Microsoft vorhandene Registerdatenbank falsche Einträge aufweisen.
• b) Produktfehler, die sich in einem Absturz des Programms äußern. Hier liegt die Ursache in einem Programmierfehler.
• c) Produktfehler, die sich in einer Fehlfunktion des Programms äußern. Beispielsweise kommt es auf Grund des Produktfehlers zu Fehlberechnungen oder einer falschen grafischen Darstellung auf dem Bildschirm. Es handelt sich hierbei um funktionale Fehler, die nicht zu einem Absturz führen.

Once the engineer group is identified, it is up to the customer service representative to solve the problem based on their expertise. Experience has shown that computer program problems can be divided into three categories according to their cause:

• a) Administration or configuration problems: here the program works as such error free, is ever but the program is configured incorrectly on the user's computer. For example, the user rights may be set incorrectly, or the registry database available under the Microsoft Windows ^© operating system may contain incorrect entries.
• b) Product errors that result in a program crash. Here the cause lies in a programming error.
• c) Product errors that indicate a malfunction of the program. For example, due to the product error, miscalculations or a wrong graphical representation occur on the screen. These are functional errors that do not cause a crash.

The Speed with which a customer service representative gets one from the customer described problem of a solution respectively can, hangs first from the quality the problem description by the customer. This problem description is first the only information that the editor can use to decide how he responds to the customer's request. He often has to try to reproduce the error condition suitable to find the cause to be able to. To ensure reproducibility are comprehensive and reliable Diagnostic information required. Often there are inquiries to the customer required for further diagnostic information. Often are the diagnostic information is difficult to determine because the occurrence of fault patterns is often linked to the occurrence of certain events, which can not be reproduced arbitrarily. These include, for example certain temporal relationships between communicating computer program components. Therefore It makes sense, if possible, to provide all relevant diagnostic information at the first occurrence to secure. If the necessary information is available, it depends Speed now from the experience of the editor and his problem-solving skills based on the available available information.

is If the cause of the problem is detected, a solution may depend on the type of problem mentioned above from an updated version of the computer program, or in an instruction. In the latter case, the Customer, for example, to an entry in a knowledge database, or a post in a list of frequently asked questions become.

US 6,629,267 B1 discloses a method for communicating program errors to the manufacturer of the program. A program collects system information that detects the cause of a program failure, and in particular, the program location where the program error occurs. The system information is transmitted to a database. It is then checked whether the reported error has a correspondence in the database. If this is the case, then it is a known error. In the case of a new computer program problem, the database receives a new entry for the new error while supplying the acquired system information.

Presentation of the invention

Of the Invention is the technical problem underlying a machine Processing customer requests related to computer program problems to enable.

The solution This technical problem is solved by the features of the independent claims. advantageous Further developments are represented by the features of the dependent claims or can be found in the description.

According to the invention was recognized that the procedural part of the above Problem can be solved by a procedure in which the first to the solution information required by a computer program problem a first program, and then this Information evaluated by means of a second program to the effect whether the computer program problem to be solved new or known. Is it a known computer program problem, this is done by means of the second program or a third program the well-known and deposited solution identified.

• a) mit ersten Mitteln zum Auslesen von Informationen zu einem zu lösenden Computerprogrammproblem aus einem fest vorgegebenen Dateiformat,
• b) mit zweiten Mitteln für die Speicherung von Informationen zu bekannten Computerprogrammproblemen,
• c) mit Mitteln zum Vergleich der Informationen zu dem zu lösenden Computerprogrammproblem mit Informationen zu bekannten Computerprogrammproblemen, und
• d) mit Mitteln zur Identifizierung der Lösung eines bekannten Computerprogrammproblems aus den Speichermitteln.

The device side of the solution is a system for handling computer program problems,

• a) with first means for reading out information on a computer program problem to be solved from a fixed file format,
• b) second means for storing information on known computer program problems,
• c) with means for comparing the information to the computer program problem to be solved with information on known computer program problems, and
• d) with means for identifying the solution of a known computer program problem from the storage means.

at the solution according to the invention takes place in a first step an automated compilation of all to the solution information required by a computer program problem a first program. This information concerns the current one Configuration of the computer programs installed on the computer, as well as the configuration of the computer system components.

• • Eine Stückliste aller zu einem Programmpaket gehörenden Dateien,
• • Individuelle Informationen zu jeder ermittelten Datei der Stückliste, z.B. Erstellungsdatum, Dateigröße, Versionskennung, Public Key Token, Ablagepfad, Sprachversion etc.,
• • Informationen über die Konfiguration einzelner Programmkomponenten, z.B. abgelegt in Konfigurationsdateien, oder in der Registerdatenbank bei Benutzung des Betriebssystems Windows^® der Firma Microsoft,
• • Informationen über die Lizenzierung des Programms,
• • Informationen zum Betriebssystem, Aktualisierungszustand des Betriebssystems,
• • Informationen zu eingeräumten Benutzerrechten
• • Protokolldateien von Programmen, welche die Historie des Systemzustandes beschreiben.

With regard to the computer programs installed on the computer, among other things, the following information can be collected:

• • a parts list of all files belonging to a program package,
• • Individual information about every file of the parts list, eg creation date, file size, version identifier, public key token, storage path, language version etc.,
• Information about the configuration of individual program components, eg stored in configuration files, or in the register database when using the operating system ^Windows® from Microsoft,
• • information about the licensing of the program,
• • OS information, operating system update status,
• • Information about granted user rights
• • Log files of programs that describe the history of the system state.

• • Informationen über einzelne Komponenten des Rechners wie Speicherausbau, Prozessor, Festplattenspeicher, Peripherie, oder Einschubkarten wie Grafikkarte, Netzwerkkarte und dergleichen.
• • Weitere Informationen, die dazu dienen können, die Rechnerkonfiguration exakt festlegen zu können.

With regard to the computer system components installed on the computer, among others, the following information can be collected:

• • Information about individual components of the computer such as memory, processor, hard disk space, peripherals, or plug-in cards such as graphics card, network card and the like.
• • Further information that can be used to specify the computer configuration exactly.

• • Namen und Version des Programms
• • Informationen über die Fehleradresse im Programm
• • Informationen zu denjenigen Dokumenten und Dateien, welche im Fehlerfall gerade bearbeitet wurden.
• • Informationen über Programmmodule, die im Fehlerfall im Speicher vorgehalten wurden.
• • Protokolldateien und Tracing-Informationen, die den Programmzustand an der Fehlerstelle, sowie die Historie der Programmausführung wiedergeben.
• • Weitere Informationen, die dazu dienen können, den Fehlerzustand des Programms, und die Abläufe, die zum Fehler führten, zu beschreiben.

With regard to the erroneous program, among others, the following information from the first program can be collected:

• • Name and version of the program
• • Information about the error address in the program
• • Information about the documents and files that have just been processed in the event of an error.
• • Information about program modules that have been stored in memory in the event of an error.
• • Log files and tracing information showing the program state at the fault location as well as the history of program execution.
• • Further information that can be used to describe the error state of the program and the procedures that led to the error.

The Gathering the information can be done by means of a single monolithic Program. For the purpose of easier adaptation to future requirements however, a modular design is preferred. In this case can a program module determine a single piece of information, for example the program address where the error occurred or a group of belonging together Get information, such as the name, version, and update state of the operating system. Each module creates a configuration file by recording all information determined by the module. A parent program component of the first program loads the individual configuration files and puts them in the form of a Report together. An example of such a report shows Annex 1.

The first program can in case of a computer program problem of Users are called manually. The program then determines Automatically all information that can be determined by him and summarizes it in a file or a report together. This approach is particularly suitable for collecting general information on, as the general configuration regarding the computer components and regarding the program components, or for recording all connected Field devices.

In order to keep the effort low here, however, it is possible to proceed in such a way that, in the event of a problem, it is determined in advance which information from the total information that can be ascertained should be compiled in the manner described. As a rule, the necessary information will be determined in consultation between the developers of the product and the customer service representatives. In the form of a configuration file, which is transmitted together with the corresponding product to the customer, it is determined which information is to be determined by the named program. The program reads then, when called, the configuration file, and only determines information needed to solve this computer program problem. In individual cases, the configuration file can be updated by a customer service employee based on new findings in the error analysis or updated by the said program, for example, online via the Internet immediately prior to collecting the diagnostic information. As a result, the type and scope of the diagnostic information to be collected can be adapted very flexibly to the specifics of a product.

Next if necessary, it is a manual call to the first program also possible, that the first program in case of error automatically from the faulty Program is called. This is usually the faulty Program over have a program component, which initiates the compilation of all information. in this connection Two approaches are possible. The (erroneous) program itself can activate the first program, which then collects all information in the background. alternative For this purpose, the user of the faulty program can cause that the second program comes into action. The latter case offers, for example, if the customer believes that System is not in the desired Condition, or if customer service requests this from the customer. One exclusively Manual activation is advantageous if the customer already reported a problem to the customer service, and the error always occurs again. In this case, auto-initiate would the first program repeatedly creates unnecessary error reports. It goes without saying that a manual and an automatic Initiation of the first program can also be combined.

Next a manual and an automatic call of the first program it is also possible that the first program as a kind of guardian next to the user program works in the background and logs the history appropriately to capture certain system information. Which approach specifically chosen and what part of the information gathered by the first program to the customer service, the customer decides under advice through the customer service.

The Compilation of the information can also be done by machine Computer system done. This can be a structurally adapted computer system be provided, the means for putting together to solve a Computer program problem has required information. This Means may be, for example, a programmable memory device, for example, an EPROM or an ASIC. The memory module is assigned a firmware containing the respective information compiles. The firmware then captures like the first program described above all the information and make sure that the pieces of information in an appropriate way as a whole be stored on a storage medium.

The The file created on the customer's computer then becomes a customer service representative sent to be subsequently evaluated. The transfer can be used online for customer service, or first on a data medium (CD, DVD, floppy disk, memory card and the like), and then for customer service respectively. The latter possibility is particularly important in the environment of automation systems, since there for security reasons As a rule, not every piece of equipment can be accessed online.

The described automatic capture of all to solve a computer program problem Information required relieves the customer, as this is often technical or methodically unable to provide the required information to investigate. Even if the customer identify the information could, poses automated capture for it is a time saver, and the information is more likely not flawed, as if he were investigating them yourself. Furthermore can also be achieved through automated information gathering Gain information that was previously unidentifiable, because the customer service representative is usually far away from the computer away from the user.

at the described automatic acquisition of all relevant information can for all computer programs offered by a manufacturer uniform be proceeded to, and insofar as a standardized approach to be chosen. The unified approach makes integration easier the customer service department in parent Corporate structures and parent Business processes.

It is preferred if the compiled information from the first Program are stored in a file, which is a fixed File format for has the information.

By uniform structuring of the file, or a scheme for the arrangement of information within the file, the information to be determined in a simple and uniform way to determine from the file, which allows a machine analysis of this information. The scheme can be here be selected for a product family, for a single product, or for a particular information to be determined. The choice of a (standardized) scheme for the compiled information enables a machine evaluation with regard to different fault patterns. It is thus possible that machining is not limited to a single type of error, such as a program crash such as the US 6,629,267 B1 limited, but any number of error types can be considered.

In addition, in The file references to other files may be included Contain diagnostic information, and especially when a delivery of the problem to the development department are relevant. These additional files For example, postmortem dumps or tracing files contain the state of the computer program at the time of the problem, or the describe essential actions along the way.

The Compiled information can be stored as an XML document (from Extensible Markup Language). XML nowadays Common Format for In this respect, it can be based on standard components such as DOM (from Document Object Model) parser. Also is one Transformation of the ascertained information into a readable form, such as. HTML pages or text files, especially easy.

In a second step of the method according to the invention is a Analysis of the compiled information by means of a second Program for the purpose of determining if the computer program problem new or known. This is based on the knowledge that it is for one efficient handling of incoming customer requests is important too Detect if the computer program problem is new or known. is the problem is known, it is with appropriate logging previous Work results of customer service the possibility of the earlier occurrence of the problem recourse. Otherwise, a time-consuming solution for the known problem must be worked out be, though the solution to an earlier Time already found. A system used here On the part of customer service, this has means for reading from Information about a computer program problem from the above firmly given file schema.

The The above analysis is in the form of a comparison of Information about the current problem with the information about known Problems. To do this, the system can access information in a suitable way resort to computer program problems, with whom the customer service earlier was confronted, and to which a solution was found.

The execution The analysis is performed using given rules for comparison. The rules can be subdivided into rule sets, with a Rule set for a group of computer program problems applies.

So can be queried in the above comparison, whether the user exclusively approved computer system components. This can, for example clarified Whether the hardware used in principle from the specific program supports and thus the program with these computer system components can work in principle. When asked about approved computer system components There is a large number of individual comparisons. Will only synonymous with one Single comparison found that an unsupported computer system component is used, a program failure becomes possible or even probable be.

Based The rule can therefore be drawn up for these individual comparisons. that at an unsupported Computer system component the functioning of the program by the manufacturer not guaranteed and supported becomes.

Farther can be queried in the context of the above comparison, whether the user exclusively approved computer programs or computer program components. For example, it is possible to query whether the user is using the correct operating system in a sufficiently current version, whether the right browser is used, and whether the version of the Browsers is sufficiently current. Also, the presence of appropriate Drivers in sufficiently recent versions can be queried. Is synonymous only an unsupported Computer program or an unsupported computer program component Used by the user, so the rule that intervenes in this case the customer service the application of the program under these conditions not guarantee and support can.

Expresses itself the computer program problem in a program crash, or even of the whole computer, and could about the aforementioned first program the crash site are detected in the program code, so does the Usually that with earlier Errors with identical crash site the same program module for the Misbehavior of the program is responsible. In this case exists in the cheap Case already a solution to the recourse can be. Otherwise, it can also be a known problem For which no solution yet was found.

The Rules also contain additional information to identify the responsible engineer team, or the responsible If the automatic system can not solve the problem, and insofar a forwarding to a human processor is required.

Depending on The respective program can be set up further rules with which the information of the current computer program problem with the Information about earlier Computer program problems can be compared. Let's go over the Rules sufficient similarities between the two groups of information mentioned above, so there should be a known error, for the favorable case, already a solution is.

The Rules can be those which for all products can be applied. In addition, it can also be product-specific Give rules. Should be a machine analysis of computer program problems to be performed on several computer programs, it follows with regard to the rules a kind of kit, in each case the individual programs are assigned modular building blocks.

The Result of the second step of the method according to the invention consists in Determining if the problem encountered is new or known. The chosen one The procedure is independent from the knowledge of the respective customer service representative and avoids in this regard Differences due to staff turnover and differences Training time in the matter. Since already the compiled information for the occurred computer program structured problem over the used scheme the recognizability of or the targeted Search for known computer program problems more reliable possible. The Customer service representatives are relieved and can become more complex about the solution Focus questions by making routine queries automatically to be edited. Not to be neglected here the aspect that customer inquiries overall faster and with less Personnel requirements can be processed.

These it is a known computer program problem, then followed by a Identification of the solution to turn off the known computer program problem. This identification is done either with the program for analysis of the compiled Information, or with another program.

The explained above three steps of the method according to the invention be in accordance with the present Presentation of two or three programs performed. Of course it is it is also possible that it is not two or three separate programs, but to program modules that work together. That's the way it is, for example possible, that, subject to the consent of the customer, a customer service representative activates a first program module, which over a suitable data connection to the customer's computer the required Information of the first step put together and to the calculator customer service. A second program module then runs on the customer service representative's computer and analyze that Computer program problem. In this sense, the term program interpreted broadly.

alternative or cumulatively a computer used by customer service via funds to identify the solution a known computer program problem from the storage means, for example, from the knowledge base. Could be a solution clearly be identified, the identified solution is the Customer in a suitable manner, for example by e-mail communicated. The notified solution even can exist in an updated program version, in a post in a list (FAQ list; asked guestions) frequently asked questions, or in a reference to an entry in a customer accessible Knowledge base, for example, accessible via the Internet.

If the solution could not be clearly identified, or if the problem is recognized, but the solution is not yet available, the customer will also be informed if he so wishes. Alternatively, he can via online mechanisms to request the processing status of his error message. In this case, a customer service representative will receive the customer's request along with any known known defect images identified during the analysis. The customer service representative is now responsible for finding the solution to the problem on the basis of standard processes. Due to the preliminary work of the second program, a solution can be expected faster than without software support.

at the further procedure depends on the individual case a different one Approach possible. So The mistake of customer service can be classified as so little relevant that he will not be fixed at all. Has the shutdown of the problem a low priority, so can a solution also be linked to a new program version that the customer first receives after a certain time delay. In other cases will worked on the problem immediately and tried to find a solution as soon as possible. In such cases is the solution mostly in the provision of a bug-fixed program version or a bug-fixed program component. The procedure to choose If necessary, this must be agreed with the customer, including the above Communication to the customer is helpful, because through them a contact the customer with the competent Customer service representative.

at an unknown computer program problem is the customer as well informed. The information in this case only provides intermediate information For example, the customer is informed that it is is a new problem and that one named Customer service representative acts as a contact for solving the problem. The further procedure is then based on the conditions of the individual case dependent.

Also for the Case of an unknown computer program problem proves the previous machining as beneficial. At the following Handling of the problem by (human) customer service representative namely lie due to the machine-assembled diagnostic information reliable, comprehensive and objective data that are most likely to understand the problem on the part of the customer service to be able to. This reproducibility is extremely important so that the engineer can judge the problem and the cause determine the misconduct. In addition, on the in the database stored diagnostic information from the various invol four Editors are accessed. This will be a loss of information or unnecessary questions avoided at the interfaces when editing the problem from one editor to the next is passed on. This is the case with a so-called error escalation. First become the problems of employees of a first hierarchy level (First Level Support). Is the problem, however too complex, so the problem is going to special experts of a second Hierarchy level (the so-called second level support) for processing passed. If it can not be solved there, there is a redirect to development. The latter is in case of program crashes in usually the case.

at the analysis of the computer program problem is preferably done that the compiled information with in a (knowledge) Database deposited information about known computer program problems be compared. For this purpose has the computer system of customer service via means for comparing the Information about a computer program problem with information to known computer program problems. The comparison is done with it in a systematic way. Will the database be sufficient maintained by the information about a solved new computer program problem into the database, so over time one grows Knowledgebase which is a considerable part of the knowledge of the Customer service includes. In this way it comes to a self-optimizing System, as the knowledge base eases, and more and more requests can be processed automatically. These Procedure leads also that at least the overall knowledge of the Customer service for the solution of a current computer program problem, and about that concrete problem more reliable solved can be. Because the problem solution This is done almost from one source, in this way also avoided that it was at the interfaces of various editorial teams, the solution of a problem, information loss comes.

It is particularly advantageous if not a single database, namely that used by the manufacturer or distributor of the user program, but a collection of databases. Frequently problems do not lie with the user program, but for example with the operating system. If a database of the operating system supplier also contains information on known problems, and if this is likewise accessible, for example online, the database of the operating system supplier can also be searched for similar error images when analyzing the compiled information of the current computer program problem. The same applies mutatis mutandis, if other components are used, the Com puter system components or computer program components. In this way, an enlarged knowledge base can be harnessed for troubleshooting, increasing the likelihood of finding a solution to the problem encountered.

In the case a collection of databases these may also be distributed, i. in particular, over several Distributed locations. So any manufacturer of a program or a program component, or just about any provider of a computer system component maintain your own knowledge base, which is part of the second program, or the analysis program, can be used for evaluation.

These this is a new problem, so will this from the first program compiled information into the database, and this way the database is maintained. For this the computer system of the customer service has suitable second means for the storage of information about known computer program problems. Is for a new problem a solution found, so will the solution also included in the database, so that in this way the Information content of the database or the knowledge base becomes larger.

• a) So ist es möglich, durch die Daten der Wissensdatenbank Daten für die Qualitätssicherung der Produkte zu gewinnen, und auch Daten für die Verbesserung der Leistungsfähigkeit der Produkte zu gewinnen. So lassen sich auch jenseits der Behandlung und Abstellung eines konkreten Problems mittels der Wissensdatenbank allgemeine Schwach stellen eines Programms identifizieren, und im Rahmen der zukünftigen Produktentwicklung abstellen. Dies kann mit geeigneten Schulungsmaßnahmen für Programmentwickler verknüpft werden, um zukünftig ähnlich gelagerte Schwachstellen zu vermeiden.
• b) Mit der Wissensdatenbank ist ferner eine bessere Abschätzung zukünftiger Entwicklungen möglich, und damit die Ableitung von Kennzahlen zur Steuerung von Entwicklungsprozessen. So kann durch eine Auswertung der Wissensdatenbank festgestellt werden, ob Programmaktualisierungen vom Kunden angenommen bzw. auf deren Rechner eingespielt werden, oder welche Programmversionen gegenwärtig benutzt werden. Auf diese Weise kann beispielsweise besser abgeschätzt werden, wann eine Kundendienstunterstützung für eine ältere Programmversion eingestellt werden kann, weil zum Beispiel mehr Mitarbeiter zur Unterstützung einer besonders häufig benutzten Programmversion eingesetzt werden müssen. Auch kann der Personalbedarf für die Kundendienstabteilung besser abgeschätzt werden. Der aus der Wissensdatenbank gewonnene zeitliche Verlauf von Fehlerraten liefert Informationen über den Reifegrad des Produkts. Wird ein ähnliches Computerprogrammprojekt unter ähnlichen Randbedingungen geplant, so kann in erster Näherung angenommen werden, dass die Fehlerrate mit derjenigen des alten Projekts übereinstimmen wird. Wird die Fehlerrate des alten Projekts aus der Wissensdatenbank gewonnen, so kann diese Information zur Planung des neuen Projekts eingesetzt werden.
• c) Über die Wissensdatenbank ist es weiterhin möglich, Nutzungsprofile und für die jeweiligen Computerprogramme zu gewinnen. Dies erleichtert es, kundenorientierte Arbeits schwerpunkte zu setzen, die zu einer Optimierung und Weiterentwicklung der Computerprogramme nach den Wünschen des Kunden führen.
• d) Die Wissensdatenbank erlaubt auch die Vornahme statistischer Analysen. So lässt sich über die Wissensdatenbank ermitteln, welche Häufigkeit bestimmte Fehler in bestimmten Zeiträumen haben, beispielsweise bezogen auf ein Computerprogrammprodukt, oder bezogen auf ein Modul desselben. Hierüber können wertvolle Informationen für das Qualitäts- und Produktmanagement, sowie für das Marketing gewonnen werden.
• e) In die Wissensdatenbank können auch Informationen aus Feldgeräten oder aus embedded systems bzw. integrierten Systemen integriert werden, beispielsweise solchen Geräten, die den von der Anmelderin kommerziell vertriebenen PROFIBUS einsetzen. Auf diese Weise können auch Feldgeräte bzw. integrierte Systeme überwacht werden, bzw. ist das Computerprogrammproblem ein Problem mit der Firmware des Feldgeräts bzw. des integrierten Systems.

The resulting knowledge base also provides valuable services to the customer service department beyond identifying solutions to customer-supplied computer program problems, which in aggregate result in the customer service department working more efficiently and responding to customer requests faster and with increased expertise. In addition, the customer service department's knowledge base provides valuable insight into the user's computer resources regarding computer system components and computer programs used, and allows preventative measures to help avoid errors in the use of the computer program in the future. This added value of the knowledge database results when suitable evaluation programs query the information set of the knowledge database.

• a) It is possible to use the data of the knowledge base to obtain data for the quality assurance of the products, and also to obtain data for the improvement of the performance of the products. Thus, beyond the treatment and correction of a concrete problem by means of the knowledge database, general weaknesses of a program can be identified and disposed of in the context of future product development. This can be combined with appropriate training for program developers to avoid similar vulnerabilities in the future.
• b) With the knowledge database, a better estimation of future developments is possible, and thus the derivation of key figures for the control of development processes. Thus, an evaluation of the knowledge database can be used to determine whether program updates are accepted by the customer or downloaded to their computer, or which program versions are currently being used. In this way, for example, it can be better estimated when a customer service support for an older version of the program can be set because, for example, more employees must be used to support a particularly frequently used program version. Also, the staffing needs for the customer service department can be better estimated. The time history of error rates obtained from the knowledge base provides information about the maturity of the product. If a similar computer program project is planned under similar boundary conditions, it can be assumed in a first approximation that the error rate will match that of the old project. If the error rate of the old project is obtained from the knowledge base, this information can be used to plan the new project.
• c) Through the knowledge database, it is still possible to gain usage profiles and for the respective computer programs. This makes it easier to set customer-oriented working areas that lead to the optimization and further development of computer programs according to the wishes of the customer.
• d) The knowledge database also allows for statistical analysis. Thus, the knowledgebase can be used to determine what frequency certain errors have in certain periods of time, for example with reference to a computer program product or with respect to a module thereof. This can be used to gain valuable information for quality and product management as well as for marketing.
• e) Information from field devices or from embedded systems or integrated systems can also be integrated into the knowledge database, for example devices which use the PROFIBUS commercially marketed by the applicant. In this way, field devices or integrated systems can be monitored, or the computer program problem is a problem with the firmware of the field device or the integrated system.

The abovementioned advantages of the knowledge database can only be exploited if the knowledge database is adequately maintained. If a new problem is solved by the customer service department, the problem is fed into the knowledge database with the associated information that was previously compiled from the first program. The developed solution is also put into the knowledge database and linked with the information about the newly solved problem. Correspondingly, the set of rules used is usually also updated and, if necessary, adapted to the updated knowledge database.

In addition to above feed of the over the customer request determined computer program problem as well as solution can also the incoming customer inquiries together with information exchange service department / customer be archived. This will be the work steps in the editing computer program problems are detected and documented. This makes it possible weaknesses filter out the way the customer service representative works, and building on that action (e.g., training) for one to take a more efficient way of working.

In the case a successful identification of the computer program problem to be solved as a known problem, the customer request along with the solution a service department is forwarded, and the service department for the affected customers an individualized update of the computer program create.

following the invention is based on an embodiment in conjunction closer with the figures and plants explained become. Here is the embodiment exemplarily the processing of a program crash to the object. Hereby shows:

1 FIG. 3 is a flowchart showing the procedure of the method according to the invention on the part of the customer.

2 FIG. 3 is a flow chart showing the procedure of the method according to the invention on the part of the customer service department.

3 : a block diagram relating to the computer system used,
Appendix 1: Compiled information of the first program concerning the hardware, as well as general information about the operating system,
Annex 2: Compiled information of the first program concerning specific information concerning the operating system Microsoft Windows ^© ,
Appendix 3: Compiled information of the first program concerning the registry ^database available on the Microsoft Windows ^© operating system;
Annex 4: compiled information of the first program concerning the filing path for the modules of the first program,
Annex 5: Sum of all compiled information of the first program in the form of an XML file.
Appendix 6: Sum of all compiled information of the first program in the form of an HTML file.

According to 1 it comes in step 1 to a crash of the user program. The crash is then detected by a component of the user program. The detection of the crash therefore leads to step 2 to activate the first program. In the event that information from the process space of the user program is required, the user program must be kept in memory until the diagnostic information is recorded. The user program waits for this until the first program has finished its work.

In step 3 the configuration file is determined. The configuration file describes which diagnostic information is to be collected for this error type (unhandled exception). This includes information regarding the operating system used, the hardware environment, tracing information, and of course information about the internal state of the program at the time of the crash and the crash address.

In step 4 The corresponding program modules are loaded corresponding to the diagnostic information defined in the configuration file. Each module determines part of the diagnostic information and can also be specially parameterized for this purpose.

In step 5 The request is prepared to enter all the information in a given file format extra beds. The result in the form of an XML file is shown in Appendix 5.

In step 6 the content of the XML file is presented to the user in the form of an HTML page, cf. Attachment 6, displayed on a standard browser. The user has now in step 7 the ability to add a comment to the file or report describing the problem from its perspective. In addition, the user can influence the amount of compiled diagnostic information by adding additional files as an attachment or excluding certain collected diagnostic information from the transmission. In addition, he can indicate whether he wants to be notified of a solution or not.

Subsequently, the user has in step 8th the possibility to send the request if he has Internet access. For example, it can be sent by e-mail, or the request can be sent to customer service via an internet-based service or web service. Alternatively, he can send the request from another computer by spending the created XML file, and any other existing equipment, to a computer with Internet access. To increase user comfort, the relevant files are collected in a single directory.

waived the user about sending over the Internet, the created file is stored locally at the user. It can subsequently be stored on a volume such as a CD be promoted to customer service in this way.

Otherwise, the request will be sent over the Internet and processed by customer service. If the request was sent via an internet-based service or a web service, the first program waits in step 8th on the answer, and shows the obtained solution in step 9 at. This contains instructions for resolving the problem. For example, the user is provided with an Internet address from which he can download an update of his application program and which fixes the detected error. After the display, or if the request has not been sent, the process ends in step 10 , The problematic application program and the first program are terminated.

In 2 the customer service procedure is shown when the file created with the first program arrives with the relevant diagnostic information.

In step 1 the request is received by a customer service computer accessible via the Internet and stored in a database for traceability and statistical analysis. Thus, the request is also available to all possible agents, provided, as in the case of the development of a program correction or a patch to correct a crash, an escalation of the troubleshooting process from customer service to development takes place.

In the second step, the request is compared with known error images. If it is an already known problem, then in step 3 Checked if there is already a solution for this. In the event of a crash, this can be done by comparing the crash site of the program with all previously known crash sites, taking into account the program version and the system environment (this includes the operating system and other software components used). This involves a comparison of call stacks that reflect the call order.

If the reported problem is already known, then in step 4 an answer for the request prepared with an indication of the solution, and in the step 6 sent to the requester. On the other hand, if there is still no solution to the problem already known, it will be in step 5 prepares an interim notification informing the sender that the request has been received and that the problem is already being dealt with. At the same time, the request will be marked in the database so that the requester can be notified later as soon as a solution has been worked out. Furthermore, contact data is included therein so that the requester has the opportunity to contact the appropriate editor or the contact team. Again this answer will be in step 6 sent.

Will in step 2 If the request has been found to be a previously unknown problem, the corresponding team of agents is determined and the request is sent. This is the case in the case of program crashes if it is a crash point that has not yet occurred.

In step 7 Then, according to the prescribed procedures of the company, a solution is worked out by (human) processors, and in step 8th entered into the knowledge database. At Finally, a comparison is made for which outstanding requests have been resolved.

Customers with outstanding requests, for which a solution has now been found, will then be taken in step 9 notified by email that there is now a solution to the reported problem. In parallel to this processing, the requesting customer immediately receives a message about the report being received with the compiled information in step 5 because a longer time may elapse before the solution is worked out.

In step 9 the customer receives a feedback regarding his request. The feedback may be the solution to the problem, may be a proposal for a program update, or an action to correct the error by referring to appropriate websites. Alternatively, if no solution has yet been worked out, he receives an interim decision. In any case, however, the customer will receive a response to the request being sent.

• • die auf dem Rechner aufgespielten Programmkorrekturen bzw. Patches sowohl des Betriebssystems, als auch gewisser Anwenderprogramme des Betriebssystemherstellers,
• • das BIOS (basic input/output system) des Computers, und
• • das eingesetzte Betriebsystem.

Appendix 1 shows the information generated by a first module of the first program about the computer used by the customer on which the computer program problem occurred. This first module queries system information on the Microsoft Windows ^© operating system through the WMI (English Windows Management Instrumentation). This information, under the heading "Processors", first refers to the type of microprocessor used on the computer, and then applies one after the other

• • the program corrections or patches of the operating system as well as of certain operating programs of the operating system manufacturer which have been installed on the computer,
• • the computer's basic input / output system (BIOS), and
• • the operating system used.

investment Figure 2 shows those created by a second module of the first program information about the computer used by the customer on which the computer program problem occurred. This attachment contains Information about country-specific Operating system settings, environment variables, and lists them the client's computer running processes at the time of the program crash on.

Annex 3, created by a third module of the first program on the customer's computer, provides information about entries in the registry ^database available on the Microsoft Windows ^© operating system.

investment 4 indicates where each program module of the first program stored on the customer's computer.

investment 5, in the form of an XML file contains the sum of all information according to Appendices 1 to 4, and Appendix 6 is the same result in the form of an HTML page. At plant 6, there are general information in the first upper area regarding the faulty computer program product and its exact Version. In the second area of Appendix 6 there are contact details the sender of the system, that is usually the customer, with the Name of the contact person, his telephone number etc. By means of The data identifiable contact person can after drafting a solution for the Computer program problem the solution to be sent. At the bottom of Appendix 5 are the program modules named, which collects the individual information about the customer's computer to have. In the present case, these are the program modules to plug-ins to the user program.

3 shows the computer system used for processing computer program problems. It includes at least a first computer 1 located first means 2 to compile information necessary to solve a computer program problem. These first resources can be the working memory in conjunction with the hard disk and a first program which can be stored on the hard disk. The first means may also be a separate memory module, for example an ASIC or an EPROM. The first means gathers all required information and places it in a storage means 3 , for example, the hard disk or a RAM.

The compiled information arrives via a data connection 4 to a second computer 5 , The second computer 5 includes comparison means 6 to compare the information about a computer program problem with information about known computer program problems. These comparison means may be a computer program in conjunction with a microprocessor. The microprocessor accesses the resources of the computer in a suitable manner 5 back.

To be able to make the comparison, the comparison means 6 on medium 7 for the spoke tion of information on known computer program problems, which may be in the form of a database, for example. The comparison means 6 identify the computer program problem being handled as known or unknown. After that, funds work 8th to identify the solution to a known computer program problem from the storage means 7 , The latter identification means 8th can with the comparison means 6 be identical.

The storage means 7 for storing information about known computer program problems do not need to be part of the second computer 5 be. It may optionally be external storage means in the form of locally distributed databases 7 ' . 7 '' . 7 ''' . 7 '''' act on the over data lines 4 ' . 4 '' . 4 ''' . 4 '''' is used.

Claims (15)

Method for processing computer program problems with the following steps: a) Compiling to solve a Computer program problem required information by means of a first program, b) Analyze the information by means of a second program for the purpose of determining if the computer program problem new or known, c) In a known computer program problem Identify a stored solution for stopping the computer program problem using the second program or a third program. Method according to claim 1, characterized in that that to the solution of the computer program problem a fixed default file format are embedded. Method according to claim 2, characterized in that that the file format is the XML format. Method according to claim 1, characterized in that that in the analysis of the computer program problem the compiled Information with information stored in a database compared to known computer program problems. Method according to claim 4, characterized in that that a collection of databases is provided. Method according to claim 5, characterized in that that one over several sites distributed collection of databases provided is. Method according to one of claims 4 to 6, characterized in that in the database and the Solutions to known computer program problems are deposited. Method according to one of claims 4 to 6, characterized that in case of a new problem the information and the possibly existing solution be fed into the database. Method according to one of claims 1 to 8, characterized that the computer program problem from a customer to a customer service and for the case of a successful identification of the computer program problem to be solved as a known problem the customer request together with the solution a service department is forwarded. Computer program, trained a) for recording from a1) Information about those installed on a computer Computer programs, and / or a2) of information on the computer system components present to the computer, b) to Store all captured information in an XML file. Computer program containing a file with information to be solved Computer program problem with deposited information to known Computer program problems compare the program to be solved as new or to classify known. Computer program according to claim 11, characterized that information about a computer program problem to be solved About a) Information about those on a computer installed computer programs, and / or b) information concerning the computer system components present on the computer. Computer program according to claim 11 or 12, characterized characterized in that it relies on a collection of databases. Computer program according to claim 11 or 12, characterized characterized in that it is distributed over a collection of several Locations databases. System for processing computer program problems, a) with means (16) for assembling to solve a computer program problem required information, b) with means () for storage information about known computer program problems, c) with means () for comparing the information to a computer program problem with information about known computer program problems, d) with means (16) for identifying the solution to a known computer program problem from the storage media.