Generating contextual support requests
AssigneeSap SE
InventorsTilmann Haeberle, Lilia Kotchanovskaia, Zoltan Nagy, Berthold Wocher, Juergen Subat
Life of this patent
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Abstract
User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.
Claims21
A computer-implemented method comprising:
- receiving user-generated input to initiate a generation of a message associated with an incident of a computing system requiring support, the computing system having a multi-layer architecture;
- collecting context data from the computing system requiring support associated with at least one operational parameter from each of at least two of the layers of the computing system, the at least one operational parameter describing a state of the corresponding layer of the computing system at the incident of the computing system requiring support;
- and
- generating the message comprising at least a portion of the user-generated input and at least a portion of the collected context data, the message used to facilitate a resolution to the particular incident of the computing system requiring support.
An article comprising a machine-readable medium storing instructions operable to cause at least one machine to perform operations comprising:
- receiving user-generated input to initiate a generation of a message associated with an incident of a computing system requiring support, the computing system having a multi-layer architecture;
- collecting context data from the computing system requiring support associated with at least one operational parameter from each of at least two of the layers of the computing system, the at least one operational parameter describing a state of the corresponding layer of the computing system at the incident of the computing system requiring support;
- generating the message comprising at least a portion of the user-generated input and at least a portion of the collected context data, the message used to facilitate a resolution to the particular incident of the computing system requiring support;
- and
- persisting the message for subsequent presentation to a user.
A computer-implemented method comprising:
- receiving user-generated input to initiate a generation of a message associated with an incident of a computing system requiring support, the computing system having a multi-layer architecture comprising a user interface layer, a services layer, a business object layer, and an application server;
- collecting context data from the computing system requiring support associated with at least one operational parameter from each of at least two of the layers of the computing system, the at least one operational parameter describing a state of the corresponding layer of the computing system at the incident of the computing system requiring support;
- and
- generating the message comprising at least a portion of the user-generated input and at least a portion of the collected context data, the message used to facilitate a resolution to the particular incident of the computing system requiring support.
Dependencies are inferred from the claim text.