公开(公告)号：US5862322A

公开(公告)日：1999-01-19

申请号：US601972

申请日：1996-02-15

申请人： David M. Anglin ,  Vernon J. Adams ,  Julia C. Walker ,  Kevin P. Kleinfelter ,  Michael T. Nugent

发明人： David M. Anglin ,  Vernon J. Adams ,  Julia C. Walker ,  Kevin P. Kleinfelter ,  Michael T. Nugent

IPC分类号： G06Q10/10 ,  G06F11/00

CPC分类号： G06Q10/10

摘要： A method and apparatus is provided for facilitating end user support communications in a computing environment, wherein a product request may be initiated, and forwarded to a product administrator for review and resolution. The product request may be either initiated by the end user, or may automatically be initiated by the end user's computer in response to a serious error. In the latter case, diagnostic information is automatically captured and included in the product request, so that the product administrator may know the state of the end user's machine when determining the cause of the problem. In one embodiment, if the product administrator is unable to resolve the problem, he may access a database maintained by the vendor of the software and/or forward the product request to the vendor for resolution.

摘要翻译： 提供了一种用于促进最终用户在计算环境中支持通信的方法和装置，其中可以发起产品请求，并将其转发给产品管理员以进行审查和解决。 产品请求可以由最终用户发起，或者可以由最终用户的计算机自动发起以响应严重错误。 在后一种情况下，诊断信息被自动捕获并包含在产品请求中，以便产品管理员可以在确定问题的原因时知道最终用户机器的状态。 在一个实施例中，如果产品管理员无法解决问题，则他可以访问由软件供应商维护的数据库和/或将产品请求转发给供应商以进行解决。

公开(公告)号：US5848271A

公开(公告)日：1998-12-08

申请号：US213022

申请日：1994-03-14

申请人： David J. Caruso ,  Robert S. Diebboll ,  Steven Clark Ellis ,  S. Jay Chang ,  Sandra B. McAllister ,  Heidi S. Quinn ,  Kenneth Dale Arnett ,  Leonard J. Conte ,  Chauncey E. Wilson ,  Russell M. Lowe ,  Jonathan H. Eddy ,  David M. Anglin ,  Vernon J. Adams ,  Julia C. Walker ,  Kevin P. Kleinfelter ,  Michael T. Nugent

发明人： David J. Caruso ,  Robert S. Diebboll ,  Steven Clark Ellis ,  S. Jay Chang ,  Sandra B. McAllister ,  Heidi S. Quinn ,  Kenneth Dale Arnett ,  Leonard J. Conte ,  Chauncey E. Wilson ,  Russell M. Lowe ,  Jonathan H. Eddy ,  David M. Anglin ,  Vernon J. Adams ,  Julia C. Walker ,  Kevin P. Kleinfelter ,  Michael T. Nugent

IPC分类号： G06Q10/10 ,  G06F15/163 ,  G06F9/00

CPC分类号： G06Q10/10

摘要： A new computerized information flow technology is provided where information in an organization may be logically and automatically routed through a predefined sequence of activities to users who need the information. A user selects an activity from a list of available activities revealed by the computer system of the present invention. Upon the user completing the activity, the computer system selects an event associated with the activity. The event then performs a decision making process to determine which next steps are to be logically selected based upon predefined conditions set in the computer system and the information input by the user. The next steps determine the subsequent user or users responsible for performing a next activity (task) in the predefined sequence of activities. The computer system of the present invention then adds a message, representative of the next activity, to a subsequent user's or users' To Do List. The subsequent user or users may then perform the next activity by accessing the next activity from their To Do List. Upon completion of the next activity by the subsequent user or users, the process, as described above, is repeated until each piece of information is pushed entirely through the organization's predefined information flow path.

摘要翻译： 提供了一种新的计算机信息流技术，其中组织中的信息可以通过预定义的活动顺序逻辑地且自动地路由到需要该信息的用户。 用户从本发明的计算机系统揭示的可用活动的列表中选择活动。 在用户完成活动之后，计算机系统选择与活动相关联的事件。 事件然后执行决策过程以基于计算机系统中设置的预定义条件和用户输入的信息来确定要逻辑地选择哪些下一步骤。 接下来的步骤确定后续的用户或用户负责在预定义的活动顺序中执行下一个活动（任务）。 然后，本发明的计算机系统将代表下一活动的消息添加到后续用户的“待办事项列表”中。 随后的用户或用户可以通过从“待办事项列表”访问下一个活动来执行下一个活动。 在完成后续用户或用户的下一活动之后，如上所述，重复进程，直到每一条信息被完全推动通过组织的预定信息流路径。