# US 2021/0344679 A1 · Feedback framework > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0344679 A1 - Document ID: US20210344679A1 - Status: Published application - Kind: A1 - Application number: 17/373,095 - Filed: 2021-07-12 - Published: 2021-11-04 - Earliest claimed: 2018-10-24 - Assignees: ServiceNow, Inc. - Applicants: ServiceNow, Inc. - Inventors: Prabodh Saha; Manojkumar Haridas Shende; Venu Gopal Rao Vajjala; Revanth Chowdary - Web page: https://patentgrep.com/patent/US20210344679A1 ## CPC - G06F 11/2094: {Redundant storage or storage space (G06F11/2056 takes precedence)} - H04L 63/10: {for controlling access to devices or network resources} - G06F 11/0709: {in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems} - G06F 11/0769: {Readable error formats, e.g. cross-platform generic formats, human understandable formats} - G06F 11/34: Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation {; Recording or statistical evaluation of user activity, e.g. usability assessment} - G06F 11/362: Debugging of software - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract The present disclosure includes a feedback framework that receives feedback for a component of an information technology platform. The component includes the feedback framework, the information technology platform, a software application, a web browser, a client device, a client instance, or a virtual server. The feedback framework obtains context information associated with the feedback. The context information includes a system log, a screenshot, a web address of a web browser of the client device, version information, and/or the like. The feedback framework also determines an identity of the component by executing a handler. The feedback framework then determines a notification to send based on the identity of the component, and sends the notification with the feedback and the context information. In this manner, the feedback framework provides sufficient context information associated with the feedback to diagnose and address issues while delivering the feedback and context information quickly and efficiently. ## Claims ### Claim 1 An information technology platform, comprising: memory storing instructions; one or more processors that, when executing the instructions, are configured to: implement a client instance accessible by a plurality of client devices; implement a debugging interface that indicates that an error has occurred, wherein the debugging interface comprises a feedback button; receive an indication of feedback via the feedback button in the debugging interface from a client device of the plurality of client devices, wherein the feedback is associated with a component of the information technology platform, wherein the component is associated with a component type of a plurality of component types; obtain context information associated with the component based at least in part on the error in the debugging interface, wherein the context information comprises a system log containing the error; select a handler from a plurality of handlers based at least in part upon the component type, wherein each of the plurality of handlers corresponds to a respective component type; identify the component using the selected handler; and send a notification based on the feedback, the identity of the component, and the context information to resolve or address the error based on the context information. ### Claim 2 (depends on 1) The information technology platform of claim 1, wherein the plurality of handlers comprise one or more default handlers, one or more custom handlers, or any combination thereof. ### Claim 3 (depends on 2) The information technology platform of claim 2, wherein each custom handler of the one or more custom handlers corresponds to a third-party software application or a portion of the third-party software application. ### Claim 4 (depends on 1) The information technology platform of claim 1, wherein the feedback comprises a rating, text, an image, or any combination thereof. ### Claim 5 (depends on 1) The information technology platform of claim 1, wherein the context information comprises a web address or Uniform Resource Locator of a web browser of the client device, version information of a software application of the information technology platform, version information of the web browser, version information of an operating system of the client device, version information of the information technology platform, processor health information of the client device, network health information of the client device, a prompt or error message of the client device, or any combination thereof. ### Claim 6 (depends on 1) The information technology platform of claim 1, wherein the plurality of component types comprises a software application of the information technology platform, a web browser of the client device, the client device, the client instance, a virtual server of the information technology platform, or any combination thereof. ### Claim 7 (depends on 1) The information technology platform of claim 1, wherein the context information is obtained without user input. ### Claim 8 A method, comprising: implementing a client instance in an information technology platform, wherein the client instance supports a plurality of client devices; implementing a debugging interface that indicates that an error has occurred, wherein the debugging interface comprises a feedback button; receiving an indication of feedback via the feedback button in the debugging interface from a client device of a plurality of client devices supported by the client instance, wherein the feedback is associated with a component of the information technology platform and is associated with a component type of a plurality of component types; obtaining context information associated with the component based at least in part on the error in the debugging interface, wherein the context information comprises an indication of the error; selecting a handler from a plurality of handlers based at least in part upon the component type, wherein each of the plurality of handlers corresponds to a respective component type of the plurality of component types; identifying the component using the selected handler; and sending a notification based on the identity of the component, wherein the notification comprises the feedback and context information. ### Claim 9 (depends on 8) The method of claim 8, comprising implementing a plurality of custom handlers. ### Claim 10 (depends on 9) The method of claim 9, wherein each custom handler of the plurality of custom handlers corresponds to a software application or a portion of the software application. ### Claim 11 (depends on 8) The method of claim 8, wherein the identity of the component is associated with one or more teams, wherein sending the notification comprises sending the notification to the one or more teams associated with the component. ### Claim 12 (depends on 8) The method of claim 8, comprising identifying, via the handler, the component based on a portion of a web address or Uniform Resource Locator, wherein the web address or Uniform Resource Locator is configured to provide access to the component. ### Claim 13 (depends on 8) The method of claim 8, wherein the indication of the error comprises a screenshot containing the error or a system log containing the error. ### Claim 14 (depends on 8) The method of claim 8, wherein the feedback comprises a rating on a rating scale, and wherein the rating corresponding to the feedback is below a threshold for the rating scale. ### Claim 15 (depends on 14) The method of claim 14, comprising receiving a second indication of second feedback where a rating in the second feedback is above a threshold for the rating scale and no context information is obtained for the second feedback. ### Claim 16 A non-transitory, computer-readable medium having instructions stored thereon that, when executed by one or more processors, cause the one or more processors to perform actions comprising: implementing a debugging interface that indicates that an error has occurred, wherein the debugging interface comprises a feedback control used to indicate that feedback is to be entered in the debugging interface; receiving an indication of feedback via the feedback control in the debugging interface from a client device of a plurality of client devices supported by a client instance running on an information technology platform, wherein the feedback is associated with a component of the information technology platform, wherein the component is associated with a component type of a plurality of component types; obtaining context information associated with the component based at least in part on the error, wherein the context information comprises a system log containing the error; selecting a handler from a plurality of handlers based at least in part upon the component type, wherein each of the plurality of handlers corresponds to a respective component type of the plurality of component types; identifying the component using the selected handler; and sending a notification to a target identified based on the identity of the component, wherein the notification comprises the feedback and the context information. ### Claim 17 (depends on 16) The non-transitory, computer-readable medium of claim 16, wherein each component is associated with a first-party developer or a third-party developer. ### Claim 18 (depends on 17) The non-transitory, computer-readable medium of claim 17, wherein the feedback control comprises a button, a dial, a dropdown menu, a form, a text field, a text box, or any combination thereof. ### Claim 19 (depends on 16) The non-transitory, computer-readable medium of claim 16, wherein the target comprises one or more teams associated with the identified component. ### Claim 20 (depends on 16) The non-transitory, computer-readable medium of claim 16, wherein the sending the notification comprises submitting a problem report, an incident report, an email, or any combination thereof.