Hewlett-packard Company

Ralph L Carpenter

Peter Michael Williams

Brian W McBride

Simon J Form

Jonathan A Weiner

Richard F DeGabriele

Edmund F Davies

A technical support incident resolution facility handles incidents, which are unexpected results which occur during the use of products. Within a vendor environment, a diagnostic knowledge trees database stores diagnostic knowledge trees for the products. A copy of a subset of the diagnostic knowledge trees is downloaded to a client environment. The subset of diagnostic knowledge trees provides diagnostic information for a subset of the products which are supported within the client environment. The copy of the subset of the diagnostic knowledge trees are used to supply diagnostic information to the client for incidents which potentially occur when a diagnostic program attempts to analyze the subset of the products.

Resolution of incidents which occur during the use of a product

An object based data processing system comprising a plurality of storage domains arranged so that a semantic object in a second storage domain can be accessed by the user of a first storage domain by the creation of a new presentation object in the first storage domain which is linked via a transient communication link to the semantic object in the second storage domain. Each storage domain includes a global object into which the user of the storage domain can place objects to be made accessible to other storage domains and a distributed object containing the global objects of all other storage domains. By opening a distributed object in any storage domain, the user is given access to the global objects of other storage domains, including those of other users.

Distributed object based systems for communicating object data among

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Auburn, CA, United States of America

Ralph L Carpenter