The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 05, 2002
Filed:
Dec. 18, 1998
Applicant:
Inventors:
Francis X. Sullivan, Round Rock, TX (US);
Brian Jay Vetter, Austin, TX (US);
Assignee:
Motive Communications, Inc., Austin, TX (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06F 1/730 ; H02H 3/05 ;
U.S. Cl.
CPC ...
G06F 1/730 ; H02H 3/05 ;
Abstract
A method for automated technical support in a computer network having a client machine, and at least one server. The method begins in response to entry by a user of a problem areas and description. During a guided self-help session, the user is presented with active content, for example, technical support information that may be “activated” via a diagnostic map. A given diagnostic map encapsulates a set of one or more methods that, upon execution, explore the user's machine and gathers diagnostic data. The active content is useful to facilitate diagnosis or self-repair during the self-help session.