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System and method for creating, executing and searching through a form of active web-based content

A technology for active content, content, and help desk and search methodology

Inactive Publication Date: 2009-06-10
IBM CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] There is currently no way to automatically track the diagnostic steps and immediately transcribe the results to a label or other system of record without requiring the user to independently articulate the details of the diagnostic steps taken

Method used

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  • System and method for creating, executing and searching through a form of active web-based content
  • System and method for creating, executing and searching through a form of active web-based content
  • System and method for creating, executing and searching through a form of active web-based content

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Embodiment Construction

[0018] In the discussion that follows, the terms "particular embodiment," "an embodiment," "an embodiment," "embodiments," "the embodiment," "the ", "one or more embodiments", "some embodiments", "one embodiment" and other variations thereof mean one or more, but not all, embodiments. Unless otherwise specified, the terms "including", "comprising", "having" and variations thereof mean "including but not limited to". An enumerated listing of items does not imply that any or all of the items are incompatible unless otherwise specified. Unless otherwise specified, the terms "a", "the" mean "one or more".

[0019] Referring to FIG. 1 , seen is a representation of a high-level system architecture and processing for enabling embodiments of the present invention. In one embodiment, the present invention implements the creation and storage of active content (step 200). In this embodiment, active content is stored with text documents that are part of a knowledge base of solutions to...

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Abstract

Xml pages are obtained from knowledge bases that contain step by step instructions. The xml pages are presented as ''active content,'' by which we mean a series of prompted questions and answers. A user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management / ticketing system. Active content that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them.

Description

technical field [0001] The present invention relates generally to help desk and search methodologies, and more particularly to active content and searching for content involving domains of web-based content, markup languages, and active content, including content such as html, dhtml ( More specific concepts and standards such as dynamic html), javascript, java applets, and active-X controls. Background technique [0002] In the prior art, in order to answer a caller's question, a call taker must navigate through a knowledge document and follow a documented procedure during which the caller asks a series of questions. ). In such systems, after a problem is resolved or needs to be escalated to a higher level of support, it is documented in a problem management / ticketing system (e.g., commercial Peregrine and Remedy system) said problem. [0003] There is currently no way to automatically track the diagnostic steps and immediately transcribe the results to a label or other s...

Claims

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Application Information

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IPC IPC(8): G06F7/00G06F17/30G06F40/00
CPCH04M3/4938H04M3/5191G06F17/30908G06F17/3061G06F16/80G06F16/30
Inventor 马克·A·布罗迪瑞安·K·冈德森乔纳森·伦科纳戈帕尔·S·平加利
Owner IBM CORP
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