Generating contextual support requests

US8527542B2 · kind B2 · utility

Assignee

• SAP AG · DE

Inventors

• Tilmann Haeberle · Wiesloch, DE
• Lilia Kotchanovskaia · Heidelberg, DE
• Zoltan Arnold Nagy · Zürich, CH
• Berthold Wocher · Gaiberg, DE
• Juergen Subat · Hockenheim, DE

Key dates

• Filing date: Dec 30, 2005
• Grant date: Sep 3, 2013
• Expiry date: Jun 26, 2030

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/10
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.