Mobile trouble ticket
AssigneeCellco Partnership
InventorsLuis Caicedo, Jason Williams
Life of this patent
Estimating the term…
Abstract
A device is configured to determine that the device is experiencing a problem, and to determine a problem type associated with the problem. The device is configured to determine a set of questions, based on the problem type, and to provide the set of questions to a user of the device. The device is configured to receive user input including responses to the set of questions. The device is configured to determine device information associated with one or more hardware components, hardware attributes, or software attributes associated with the user device. The device is configured to generate a trouble ticket based on the set of questions, the user input and the device information, and to transmit the trouble ticket.
Claims20
A user device, comprising:
- one or more processors to:
- determine that the user device is experiencing a problem;
- determine, based on determining that the user device is experiencing the problem, a problem type associated with the problem;
- determine a plurality of questions that relate to the problem type;
- provide the plurality of questions to a user of the user device;
- receive user input based on providing the plurality of questions to the user,
- the user input including responses to the plurality of questions;
- determine device information, associated with the user device, based on the problem type,
- the device information relating to:
- one or more hardware components associated with the user device,
- one or more hardware attributes associated with the user device,
- one or more software components associated with the user device, or
- one or more software attributes associated with the user device;
- generate a trouble ticket based on the plurality of questions, the user input, and the device information;
- and
- transmit the trouble ticket to a troubleshooting device to permit the problem to be addressed.
A non-transitory computer-readable medium storing instructions, the instructions comprising:
- one or more instructions that, when executed by one or more processors associated with a user device, cause the one or more processors to:
- determine that the user device is experiencing a problem;
- determine, based on determining that the user device is experiencing the problem, a problem type associated with the problem;
- determine question information based on the problem type,
- the question information including a plurality of questions that relate to the problem type;
- provide the question information for display;
- receive user input based on providing the question information for display,
- the user input including responses to the plurality of questions;
- determine device information, associated with the user device, based on the problem type,
- the device information relating to:
- one or more hardware components associated with the user device,
- one or more hardware attributes associated with the user device,
- one or more software components associated with the user device, or
- one or more software attributes associated with the user device;
- generate a trouble ticket based on the question information, the user input, and the device information;
- and
- transmit the trouble ticket to a troubleshooting device to permit the problem to be addressed.
A method, comprising:
- determining, by a user device, a problem type associated with a problem that the user device is experiencing;
- determining, by the user device, a plurality of questions that relate to the problem type;
- providing, by the user device, the plurality of questions to a user of the user device;
- receiving, by the user device, user input based on providing the plurality of questions to the user,
- the user input including responses to the plurality of questions;
- determining, by the user device, device information, associated with the user device, based on the problem type,
- the device information relating to:
- one or more hardware components associated with the user device,
- one or more hardware attributes associated with the user device,
- one or more software components associated with the user device, or
- one or more software attributes associated with the user device;
- generating, by the user device, a trouble ticket based on the plurality of questions, the user input, and the device information;
- and
- transmitting, by the user device, the trouble ticket to a troubleshooting device to permit the problem to be addressed.
Dependencies are inferred from the claim text.