EP1190475A1 - Systeme de support utilisateur et procede s'y rapportant - Google Patents

Systeme de support utilisateur et procede s'y rapportant

Info

Publication number
EP1190475A1
EP1190475A1 EP00937842A EP00937842A EP1190475A1 EP 1190475 A1 EP1190475 A1 EP 1190475A1 EP 00937842 A EP00937842 A EP 00937842A EP 00937842 A EP00937842 A EP 00937842A EP 1190475 A1 EP1190475 A1 EP 1190475A1
Authority
EP
European Patent Office
Prior art keywords
support
user
information
computer
signature
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP00937842A
Other languages
German (de)
English (en)
Inventor
Konstantin Othmer
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
NoWonder Inc
Original Assignee
NoWonder Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by NoWonder Inc filed Critical NoWonder Inc
Publication of EP1190475A1 publication Critical patent/EP1190475A1/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0709—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0748—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a remote unit communicating with a single-box computer node experiencing an error/fault
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/079—Root cause analysis, i.e. error or fault diagnosis

Definitions

  • This invention relates generally to a system and method for providing user
  • the memory or the disk drive and computer peripheral hardware such as a printer, a
  • An automated user support system and method are provided in which the user's
  • the user may automatically access a targeted user support system that will
  • the user's problem may be
  • the system may generate a knowledge base of problems
  • the system may also permit each user to leave a posting about the user's particular
  • the system may also be inco ⁇ orated into the knowledge base.
  • the system may be a publicly
  • the system may also permit the user to access live support if the support
  • the support system is insufficient or the user would like to receive live
  • the failure or problem occurs such as environment, registry settings, recent user actions or events leading up to the problem, comments or questions from the user,
  • signature may contain information about the user such as his name, address, contact
  • the signature may be sent, via a communications medium
  • the system may have a plurality of servers wherein each server may handle
  • the dispatcher thus coarsely categorizes the problems based on the
  • server may then further analyze the signature and further categorize the problem so that
  • the user can be directed to the page that solves the problem without the user searching
  • the dispatcher can keep a directory of all the possible servers that
  • the user support system automatically collects
  • the signature data on the client machine at the point of failure i.e., when the software
  • the system not only finds
  • the system may be used to resolve problems and
  • the system also collects critical signature data right at the point of failure.
  • information such as the actual error message on the screen and the events
  • leading up to the error or failure may be critical in providing help to the user.
  • the system may include a software application located on the client computer
  • the dispatcher may analyze the signatures and distribute the signatures to the
  • the dispatcher and servers are WWW-
  • the system receives a signature containing machine state information
  • the signature includes things such as, but not limited to, a software application
  • the system then dispatches the incident, based on the
  • a browser application of the client computer is directed to one of the user support sites
  • the system receives a
  • the system determines one or
  • the user either automatically captured by the client application or by asking the user,
  • the system determines which of the solutions solved the problem and can update its
  • Figure 1 is a diagram illustrating an embodiment of an automated software
  • Figure 2 is a diagram illustrating a preferred first embodiment of a method for
  • Figure 3 is a diagram illustrating a second embodiment of a method for
  • Figure 4 is a diagram illustrating a third embodiment of a method for providing
  • Figure 5 is a diagram illustrating an example of a knowledge base that is
  • Figure 6 is a diagram illustrating a user using a software application to edit a
  • Figure 7 is a diagram illustrating a user being confronted with a error dialog
  • Figure 8 is a diagram illustrating a client user interface for the user support
  • Figures 9a and 9b are diagrams illustrating an example of a user support web
  • Figures 10a and 10b are diagrams illustrating an example of a support site web
  • Figure 11 is a diagram illustrating an example of a newsgroup support web
  • Figure 12 is a diagram illustrating an example of a live user support directory
  • FIG. 13 is a diagram illustrating an example of a live support center web
  • Figures 14a and 14b are diagrams illustrating an example of the live support
  • Figure 15 is a diagram illustrating an example of a fix authoring user interface
  • Figure 16 is a diagram illustrating an example of a fix assignment user interface
  • Figure 17 is a diagram illustrating an example of a self-help assignment user
  • Figure 18 is a diagram illustrating an example of the assignment of self-help
  • Figure 19 is a diagram illustrating a detector for the software application user
  • Figure 20 is a diagram illustrating a second embodiment of the software
  • Figure 21 is a diagram illustrating a third embodiment of the software
  • the invention is particularly applicable to a World Wide Web (WWW) based
  • client/server system for automatically providing software application user support
  • system may be used to provide automated user support for system software failures and
  • trackball CD drive
  • video or sound hardware a keyboard, a printer or a scanner
  • Figure 1 is a diagram illustrating an embodiment of an automated software
  • Client #1, Client #2 and Client #N may include one or more client computers (Client #1, Client #2 and Client #N) which are owned by client computers.
  • Client #1, Client #2 and Client #N may include one or more client computers (Client #1, Client #2 and Client #N) which are owned by client computers.
  • microprocessors (not shown) which execute a browser application stored
  • WWW site over a public communications medium, such as the Internet.
  • ED detector
  • error message as they occur on the client computer. It may also include a menu item
  • detector 32 in each client computer may generate a signature packet, based on the
  • the signature packet may include
  • the signature may permit the
  • the detector 32 may communicate the signature packet to a remote software
  • Internet a co ⁇ orate Intranet, a local area network, a wide area network and the like so
  • the software application user support system may provide the user with a response
  • the signature attempts to capture a majority of the
  • information in the signature may permit the system to resolve the support request
  • the detector 32 may be a piece of hardware, but
  • signature packet is generated by the detector 32 and communicated to a dispatcher 34
  • a computer network 36 such as the Internet or the World Wide Web (WWW).
  • a computer network 36 such as the Internet or the World Wide Web (WWW).
  • WWW World Wide Web
  • the dispatcher may be a server computer that may be accessed over the Internet or the
  • the signature generated by each detector in each client computer may have a
  • the signature may have the application name and the error
  • This information may be used to help diagnose the problem and
  • the system may automatically
  • the dispatcher 34 may receive the signatures from the one or more client
  • the dispatcher may select from one of a plurality of servers 38, 40, 42
  • servers 38 - 42 may form a knowledge base from which solutions to support requests
  • signature information For example, a signature relating to a support request in Word
  • the dispatcher may therefore coarsely categorize
  • each server may further refine the problem so that a solution may be identified.
  • systems 38, 40, 42 may be located at the same location as the dispatcher 34 or may be
  • network 44 which may include the Internet, the World Wide Web, a local area network
  • knowledge base may also formed by existing third party data sources. For example,
  • the knowledge may be stored on a third party's web site and the system may be a proxy
  • the proxy may include data content and logic for mapping
  • the dispatcher 34 may also pass the uniform resource locator
  • the server receives the signature from the dispatcher
  • each server may include a
  • solutions to the software application support requests to form a knowledge base.
  • server may also include one or more templates or criteria to which the signatures are
  • user support system may include operators which can, in addition to looking for an equality between the signature and the criteria, compare the signature to operators,
  • each server may
  • signatures may be easily converted into a template for a particular support request so
  • the server attempts to identify a solution to the particular request.
  • the server may communicate information
  • the user may
  • the server may reflect that in the database. If the solution was successful, the server may reflect that in the database. If the solution was successful, the server may reflect that in the database. If the solution was successful
  • the server may also generate a knowledge base about all of the reported
  • the user may fill out a trouble ticket that may be sent to a technical support
  • the server may also permit the users of the
  • the user may also send messages about problems related to their machine context signature.
  • the user may also send messages about problems related to their machine context signature.
  • the user may also send messages about problems related to their machine context signature.
  • system may use these postings to generate a knowledge base that may be used to
  • any user may access the support system.
  • the system can solve problems rapidly with minimal input from the user about context
  • the developer of the software application may use the knowledge
  • base as a system for detecting the most prevalent bugs that need to be fixed, or user
  • the system may also permit the users of the
  • the system may track users
  • the system may
  • the knowledge base of the system 30 may also be updated when a solution to a computer problem on the bulletin board is detected so that the
  • system 30 adds knowledge from this bulletin board/chat room.
  • the system may also permit the user to type in "how-to" questions. In these cases
  • the system may do a much better job of routing the user to the right place for an
  • the system can direct the user to the correct
  • the system may also permit the user of the client computer to identify
  • dialog box so that the detector 32 may collect various specific machine state
  • the detector 32 may
  • the detector 32 gathers machine state
  • the user support system may also provide user
  • support system is able to gather information about the software application or
  • the system may also identify signatures that have similar solutions using
  • a local database may be stored in the
  • client computer that contains one or more signatures and solutions to those signatures.
  • the local database may also include one or more templates or criteria.
  • the local database may also include one or more templates or criteria.
  • a signature when a signature is received, it may be compared to the template or criteria to
  • This local database in the client computer may be periodically updated by the system
  • the detector 32 may compare a generated signature with the local database to determine if there is a match with the
  • the user support system 30 does not have to provide a solution to the
  • support system 30 may receive a signature, identify a solution to the signature and then
  • the database may be constantly updated with information.
  • the user support system automatically collects
  • diagnostic information about the failure or error is collected automatically ensuring
  • the system also collects critical signature data right at the point of
  • Figure 2 is a diagram illustrating a preferred first embodiment of a method 52
  • the method may be either user initiated (i.e., the user requests user support for a
  • the method may also be
  • the user support system automatically initiated based on other criteria. For example, the user support system
  • the user support system may periodically poll the local network router and
  • the signature data 54 which may include a unique key to
  • the dispatcher is sent to a browser application on the client computer and the browser
  • the dispatcher 34 will send a web page back to the client computer using the
  • HTML format containing a solution or list of possible solutions which is then
  • the signature of the failure is
  • the browser is automatically launched using a
  • Figure 3 is a diagram illustrating a second embodiment of the method 52 for
  • the method may be either user or application initiated as described
  • client computer 53 may launch the browser application in step 55 and
  • encoded signature data also referred to as black box data.
  • the browser may access
  • the dispatcher using the URL address and communicate the signature data to the dispatcher 34 which forwards the signature data onto the appropriate server as
  • the browser of the client computer may
  • step 56 display a solution in step 56 in the form of a web page.
  • the solution in step 56 in the form of a web page.
  • signature data is not automatically communicated to the dispatcher 34, but is encoded
  • Figure 4 is a diagram illustrating a third embodiment of the method 52 for
  • the method may be either user or application initiated as described
  • the system may communicate the signature data
  • dispatcher 34 is not known by the client computer and therefore it must download the
  • dispatcher may also be obtained from a communication mechanism that does not use
  • URLs or the URL for the dispatcher may be acquired from a well known directory
  • Figure 5 is a diagram illustrating an example of a knowledge base 70 that is
  • the knowledge base may contain any known solutions to the
  • system also generates the knowledge base that is constantly expanding as more
  • the knowledge base 70 may preferably be a tree which organizes the contents
  • retrieval techniques such as, for example, text searches, associative memory, cognitive
  • the tree as shown in Figure 5 may include a root node 72 which identifies the
  • the root node may be one or more nodes 74, 76, 78 relating to different classes of problems with the particular software application, such as printer problems,
  • general problem nodes are one or more nodes 80, 82, 84 which further define the
  • these nodes may be underneath the printer problem node
  • support system may analyze the incoming signature data and determine that the
  • configuration problem is further classified as either a missing file, a corrupt file or
  • the missing file problem is further classified as either a driver file
  • a missing DLL file node 88 may be a solution 90 to the
  • the page may indicate to
  • Figure 6 is a screen shot 100 showing an example of a user using a software
  • the user has a document (Whitepap.doc) open and some text 102 is being displayed to the user.
  • the text
  • a Talkback button icon 108 includes two footnotes along with some footnote text.
  • a Talkback button icon 108 includes two footnotes along with some footnote text.
  • the start-up tray may be located in the start-up tray and may be used to display the client end of the
  • the detector as described above is active so that, when a software application problem
  • the detector gathers the signature information.
  • Figure 7 is a screen shot 120 illustrating an example of the user attempting to
  • OK button when activated, causes the software application to stop the deletion process
  • the Talkback icon 108 when clicked on by the
  • the user may display a user interface for entering problem information.
  • icon 108 permits the user to request help with a problem at any time by filling in the
  • system menu tray as shown in
  • client computer automatically detects the software application problem, automatically
  • Figure 8 illustrates an example of a user interface 130 of the detector client
  • the detector user interface 130 is displayed on top of the
  • the user interface may include a drop down menu 132 for
  • the information in the user interface 130 is automatically filled in by the
  • the detector fills in the name of the software
  • the detector may receive the signature
  • the detector determines that an error message is
  • the sample question may be, " Why can't I
  • user may modify any of the information in the user interface.
  • the user may modify any of the information in the user interface.
  • the user may modify any of the information in the user interface. For example, the user
  • the user interface 130 may replace the sample question with a more specific question.
  • a cancel button 138 for canceling the support request may also include a cancel button 138 for canceling the support request, a information
  • buttons 140 for requesting more information about the detector application and a submit
  • buttons 142 for submitting the support request to the user support system.
  • Figures 9a and 9b illustrate a web page 150 which is displayed on the user's
  • the dispatcher dispatches the signature information to the
  • This web page 150 may include a
  • portion 152 which permits the user to request live support from a user support person
  • the web page 150 may also include an upper portion 154
  • the web page may also include
  • a problem identification section 156 which automatically lists the user's particular
  • the web page 150 may also include an
  • article section 158 which includes a listing of the articles which suggest solutions to
  • the user support system may search the various servers to
  • the web page may also include a newsgroup/chat room
  • solution section 160 which includes a listing of the solutions which appear in the
  • the web page 150 permits the user to either select
  • Figures 10a and 10b illustrate an example of a web page 166 located on the
  • the web page 166 may include various sections with
  • introduction section may include a title and information about which versions of the
  • the symptom section may
  • the cause section may include an explanation of why the problem
  • Figure 11 illustrates a web page 176 displayed to the user when the user selects
  • the solution is shown in the newsgroup format, but the solution may also be
  • the web page 176 may include a header section 178
  • the header section 178 may include information about the
  • the text section may include the text of
  • the newsgroup posting provides the same solution to the
  • the user escalate the support request and select to receive live support by selecting the
  • live support icon 152 The live support process will now be described.
  • Figure 12 illustrates a web page 184 which may be displayed to the user when
  • the user selects to receive live user support from the web page shown in Figure 9a.
  • the web page 184 may be a directory of user support sites which may be used by the
  • web page 184 may include a user section 186 and a support section 188.
  • the user may include a user section 186 and a support section 188. The user
  • section may provide the user with specific information about the user, such as that the
  • the support section 188 may list one or more support sites or support centers which
  • the support section 188 may include cost
  • the user support system may also be
  • ACD automatic call director
  • support system may include additional information about each support center, such as
  • section 188 may also include web links to the support centers.
  • the support centers may also include web links to the support centers.
  • Figure 13 is a diagram illustrating a web page 190 of the Microsoft Personal
  • Support center may include a static, user input section 192 and a live chat section
  • the static user input section permits the user to interact with the live support
  • the chat section 194 permits the user to have a
  • Figures 14a and 14b are diagrams illustrating a live support web page 200 that
  • the information section 202 may include an information section 202 and the live chat section 1 4.
  • the information section 202 may include an information section 202 and the live chat section 1 4.
  • section 202 may contain the various information contained in the signature information
  • the information may be generated based on the signature
  • the user may fill out an evaluation form for the
  • the user support system may update the ratings for the live
  • Figure 15 is a diagram illustrating an example of a fix authoring user interface
  • the page 230 may
  • code writer section 232 which permits the user support person to generate
  • Figure 16 is a diagram illustrating an example of a fix assignment user interface
  • an activator page may be used to assign the fixes, information and status
  • the fix assignment screen 240 permits the user support people to assign
  • the user may enter one or more fixes (or the locations of the fixes or the
  • fix code in a fix picker 242 and enter criteria in a criteria box 244.
  • criteria in the criteria box is identified in signature information from a client, one of the
  • the page may also permit the user support person to save the
  • Figure 17 is a diagram illustrating an example of a self-help assignment user
  • the page 250 may include the
  • the user support person may also assign the appropriate criteria
  • the page may also permit the user support person to update the assignment of the
  • Figure 18 is a diagram illustrating an example of a self-help assignment user
  • the page 260 may include the
  • the page may also permit the user support person to update the assignment of the self-
  • Figure 19 is a diagram illustrating the detector 32 of the software application
  • the detector As described above, the detector
  • the detector is embedded into the client computer, it is
  • OS operating system
  • the detector may automatically generate a signature when a software
  • the detector is able to generate a signature that may be
  • the detector 32 may include an event detector 270, a database/local storage 272
  • the information module may perform data collection when certain
  • event occur such as the computer start, an application start, system or an application
  • These data streams may be monitored in order to collect history information (prior user
  • the information module may
  • the information module may also detect an anomalous condition, such as
  • the event detector may, using various heuristics, attempt to determine when a
  • the event detector may detect the software application problem using
  • detector 270 signals the signature gatherer 274 to generate a signature for the software
  • the signature may be temporarily stored in the database 272.
  • the signature gatherer 274 may then communicate the signature to the dispatcher as
  • the database 272 may contain information and detection rules which are used
  • signature gatherer 274 may be connected to various data in the client computer which
  • OS operating system
  • OS data e.g.
  • the gatherer may also make requests to the operating
  • 274 may continually gather signature data which is periodically removed from memory
  • the gatherer 274 may
  • the event detector 270 may detect that a software application problem has
  • a software application crash event is fairly easy to
  • the event detector may
  • An error message generated by a software application is more
  • the OS of the client computer generates a dialog resource to
  • all of the resource identifications for a particular OS may
  • a chart may identify whether or not the
  • the database 272 In the first detection method, the database 272
  • the printer XXX was not found
  • the string associated with the resource may be identified and compared to a
  • any dialog may be used to detect a software application problem. For example, any dialog
  • the user support system may automatically update the lists in
  • the detector periodically as additional information is generated from the knowledge
  • Figure 20 is a diagram illustrating a second embodiment of a software
  • the system 280 may include one or more employees of a
  • Each of the client computers may include the
  • detector 32 which detects software application problems and generates a signature for
  • a computer network 36 such as an internal
  • the users the computer network 36 and the dispatcher 34
  • This system 280 may be located within the secure network of the co ⁇ oration. This system 280 may be located within the secure network of the co ⁇ oration. This system 280 may
  • help desk 282 which receives the information generated by the
  • the help desk 282 may also receive data back from the one
  • servers 38, 40, 42 which each handle software application problems for a
  • Each server 38, 40, 42 may include the database
  • the co ⁇ oration has complete control over the system and the
  • the co ⁇ oration may periodically receive knowledge base upgrades from the
  • Figure 21 is a diagram illustrating a third embodiment of the software
  • the system 290 may include one or more users (User #1,
  • the client computers may include the detector 32 which detects software application
  • a computer network 36 such as an internal co ⁇ orate Intranet, a LAN, a WAN or a
  • the dispatcher 34 may be owned by the developer and
  • the server 292 which resolves
  • this system 290 is designed to handle software
  • 290 may, however, may have access to the other servers 48, 50 and 52 as support
  • public servers 38, 40, 42 may be uploaded periodically to the server 292 at the
  • the public knowledge base is
  • the developer may mine the
  • the developer based on the number of signatures associated
  • the developer may determine information that may

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  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • General Engineering & Computer Science (AREA)
  • Quality & Reliability (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Computer Hardware Design (AREA)
  • Health & Medical Sciences (AREA)
  • Biomedical Technology (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)

Abstract

Cette invention concerne un système de support utilisateur (30, 38, 40, 42) qui offre automatiquement un support utilisateur pour des applications logicielles, des logiciels système ou du matériel informatique. Ce système (30, 38, 40, 42) permet de détecter divers problèmes informatiques tels qu'un plantage ou un message d'erreur d'une application logicielle, un plantage ou un message d'erreur du logiciel système ou un message d'erreur sur le matériel informatique. L'ordinateur client (32) génère des informations lorsque se produit le problème, et ces informations sont communiquées au système de support (30, 38, 40, 42) qui fournit alors une solution.
EP00937842A 1999-05-29 2000-05-25 Systeme de support utilisateur et procede s'y rapportant Withdrawn EP1190475A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US322699 1989-04-03
US32269999A 1999-05-29 1999-05-29
PCT/US2000/014595 WO2000074193A1 (fr) 1999-05-29 2000-05-25 Systeme de support utilisateur et procede s'y rapportant

Publications (1)

Publication Number Publication Date
EP1190475A1 true EP1190475A1 (fr) 2002-03-27

Family

ID=23256033

Family Applications (1)

Application Number Title Priority Date Filing Date
EP00937842A Withdrawn EP1190475A1 (fr) 1999-05-29 2000-05-25 Systeme de support utilisateur et procede s'y rapportant

Country Status (3)

Country Link
EP (1) EP1190475A1 (fr)
AU (1) AU5296500A (fr)
WO (1) WO2000074193A1 (fr)

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AU5296500A (en) 2000-12-18

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