EP0471637A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Tracking the resolution of a problem on a computer system in a service network of computer systems
Assignee: International Business Machines Corp
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Filing: 1991-07-17
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Granted: —
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Expires: 2011-07-17
Abstract
Abstract A service network has several computer systems connected together. A computer system can either be a "Service Requestor" (SR) (110), a "Service Provider" (SP) (150), or a hybrid of the two, a "Service Provider/Requestor" (SP/R) (140). The status of the resolution of the problem can be monitored by the computer systems of the support network. Each SR, SP/R, and SP contains a problem log to track the status of each problem. Problems can have a status of OPEN, READY, PREPARED, SENT, ANSWERED, FIXED, VERIFIED, and CLOSED. The problem log present in each computer system makes it possible for status of the network to be easily monitored. The monitoring activity can be user queried via a series of screens or by graphically displaying a pictorial representation of the network or a portion of the network on a console associated with a computer system of the network. A system can also send an advisory to other computer systems to notify them of problems for which they do not have support responsibility.
Inventors
- 👤 John James Eakins
- 👤 Erik Duane Lindberg
- 👤 Mark Ambrose Mckelvey
- 👤 Daniel Joseph Hoag
- 👤 Arthur Carl Maki
- 👤 Andrew Edward Sandstrom
- 👤 John Louis Koehler
- 👤 Henry Joseph May
- 👤 George Barry Scarborough
- 👤 Sandra Dorothy Westling
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-02 10:31
CPC Classifications
G; G06; G06F; G06F11/00; G06F11/22; G06F11/2294; G06F11/07; G06F11/0703; G06F11/0706; G06F11/0748; G06F11/2273; G06F11/26; G06F11/273; G06F11/2736; G06F11/30; G06F11/32
Claims Analysis
Total Claims: 13
Claim 1
Independent Claim
130 words
A method of tracking a problem in a computer network having a service requestor connected to a service provider, said problem occurring in said service requestor, comprising the steps of: in said service requestor, detecting a problem in a component of said service requestor; building a service request containing information about said problem; transmitting said service request to said service provider; creating a first entry in a first problem log in said service requestor, said first entry containing status information indicating that said service request was sent to said service provider; in said service provider; receiving said service request; and creating a second entry in a second problem log in said service provider, said second entry containing status information indicating that said service request was received from said service requestor.
Claim 2
Dependent Claim
45 words
The method of claim 1, further comprising the steps of: in said service provider, sending solution information to said service requestor; and updating said second entry with status information indicating that said service request was answered by sending said solution information to said service requestor.
Claim 3
Dependent Claim
37 words
The method of claim 2, further comprising the steps of: in said service requestor, receiving said solution information; and updating said first entry with status information indicating that said service request was answered by said service provider.
Claim 4
Dependent Claim
48 words
The method of claim 3, further comprising the steps of: in said service requestor, verifying that said solution information fixed said problem; and updating said first entry in said first problem log with status information indicating that said service request was verified as fixed by said solution information
Claim 5
Dependent Claim
37 words
The method of claim 4, further comprising the step of: in said service requestor, transmitting a message to said service provider informing said service provider that said service request was verified as fixed by said solution information.
Claim 6
Dependent Claim
43 words
The method of claim 5, further comprising the steps of: in said service provider, receiving said message; and updating said sixth entry in said second problem log with status information indicating that said service request was verified as fixed by said solution information.
Claim 7
Independent Claim
90 words
A method of tracking a problem in a computer network having a service requestor connected to a service provider, said problem occurring in said service requestor, comprising the steps of: in said service requestor, detecting a problem in a component of said service requestor; building a service request containing information about said problem; transmitting said service request to said service provider; in said service provider, receiving said service request; and updating a first console at said service provider to indicate that said service request was received from said service requestor.
Claim 8
Dependent Claim
42 words
The method of claim 7, further comprising the steps of: in said service provider, sending solution information to said service requestor; and updating said first console at said service provider to indicate that said solution information was sent to said service requestor.
Claim 9
Dependent Claim
76 words
The method of claim 8, further comprising the steps of: in said service requestor, receiving said solution information; verifying that said solution information fixed said problem; transmitting a message to said service provider informing said service provider that said service request was verified as fixed by said solution information in said service provider, receiving said message; and updating said first console at said service provider to indicate that said problem was fixed by said solution information.
Claim 10
Independent Claim
125 words
A method of tracking a problem in a computer network having a first service requestor connected to a first service provider, said problem occurring in said service requestor, comprising the steps of: in said first service requestor, detecting a problem in a component of said first service requestor; building a service request containing information about said problem; transmitting said service request to said first service provider; in said first service provider; receiving said service request; updating a first console at said first service provider to indicate that said service request was received from said first service requestor; sending an advisory to a second service provider about said problem; and updating a second console at said second service provider to indicate that said advisory was received.
Claim 11
Independent Claim
125 words
A method of tracking a problem in a computer network having a first service requestor connected to a first service provider, said problem occurring in said service requestor, comprising the steps of: in said first service requestor, detecting a problem in a component of said first service requestor; building a service request containing information about said problem; transmitting said service request to said first service provider; in said first service provider; receiving said service request; updating a first console at said first service provider to indicate that said service request was received from said first service requestor; sending an advisory to a second service requestor about said problem; and updating a second console at said second service requestor to indicate that said advisory was received.
Claim 12
Dependent Claim
126 words
Method of tracking a problem in a computer network having a first service requestor connected to a first service provider, said problem occurring in said service requestor, comprising the steps of: in said first service requestor, detecting a problem in a component of said first service requestor; building a service request containing information about said problem; transmitting said service request to said first service provider; in said first service provider; receiving said service request; updating a first console at said first service provider to indicate that said service request was received from said service requestor; broadcasting an advisory to a plurality of service providers about said problem; and updating a plurality of consoles corresponding to said plurality service providers to indicate that said advisory was received.
Claim 13
Independent Claim
127 words
A method of tracking a problem in a computer network having a first service requestor connected to a first service provider, said problem occurring in said service requestor, comprising the steps of: in said first service requestor, detecting a problem in a component of said first service requestor; building a service request containing information about said problem; transmitting said service request to said first service provider; in said first service provider; receiving said service request; updating a first console at said first service provider to indicate that said service request was received from said service requestor; broadcasting an advisory to a plurality of service requestors about said problem; and updating a plurality of consoles corresponding to said plurality service requestors to indicate that said advisory was received.
References Cited (Backward Citations)
No citation records indexed.
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