Technical Support Routing Among Members Of A Technical Support Group

An apparatus for technical support routing among members of a technical support group, the apparatus comprising a computer processor, a computer memory operatively coupled to the computer processor, the computer memory having disposed within it computer program instructions capable of:

• maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history comprising historical records of changes in configuration of the user's computer system;
• receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system;
• and
• routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.

A computer program product for technical support routing among members of a technical support group, the computer program product disposed in a signal bearing, computer readable medium, the computer program product comprising computer program instructions capable of:

• maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history comprising historical records of changes in configuration of the user's computer system;
• receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system;
• and
• routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.