Methods and systems for reporting and resolving support incidents

A system for managing information about a support incident on a computer comprising:

• an incident component that stores information for reporting and tracking the support incident;
• a channel component that associates the support incident with a support channel;
• and
• an information collection component for collecting information from the computer.

A computer-readable medium having stored thereon a data structure, comprising:

• a first data field containing data representing an incident software object that stores information for reporting and tracking a support incident;
• a second data field containing data representing a channel software object that associates the support incident with a support channel;
• and
• a third data field containing data representing an information collection software object for collecting information from a computer.