Customization and reuse of logged agent activity during remote take over help session
US8055944B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 12, 2008 |
| Grant date | Nov 8, 2011 |
| Priority date | — |
| Expiry date | Jun 2, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F11/0748
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An apparatus and a method is provided for verifying the setup of a current computer in need of repair, parsing and updating a previously created activity log file to provide usable steps that refer to the appropriate configuration settings for the computer being repaired. The method includes obtaining an indication of a problem on a remote computer, reviewing stored log files to determine if an old log file associated with the problem exists and if the old log file does not exist, creating a new log file to store steps associated with repair operations. The method also includes if the old log file exists, retrieving the old log file and obtaining the remote computer configurations, parsing the old log file to identify references to configuration settings and comparing the configuration settings in the old log file with the remote computer configuration. The method further includes updating at least one configuration setting of the old log file to reflect the remote computer configuration, if the at least one configuration setting in the old log file is different from the remote computer configuration and executing steps in the old log file to solve the problem on the remote compute…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.