289 results about "Problem resolution" patented technology

A probe attached to a customer's network collects status data and other audit information from monitored components of the network, looking for footprints or evidence of unauthorized intrusions or attacks. The probe filters and analyzes the collected data to identify potentially security-related events happening on the network. Identified events are transmitted to a human analyst for problem resolution. The analyst has access to a variety of databases (including security intelligence databases containing information about known vulnerabilities of particular network products and characteristics of various hacker tools, and problem resolution databases containing information relevant to possible approaches or solutions) to aid in problem resolution. The analyst may follow a predetermined escalation procedure in the event he or she is unable to resolve the problem without assistance from others. Various customer personnel can be alerted in a variety of ways depending on the nature of the problem and the status of its resolution. Feedback from problem resolution efforts can be used to update the knowledge base available to analysts for future attacks and to update the filtering and analysis capabilities of the probe and other systems.

A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and / or execute certain actions with respect to the user's machine, all from the engineer's desktop. An active journal is maintained for each problem incident, and active journals may be used by other analysts to facilitate problem resolutions for new incidents.

A method for problem solving in a computer system includes an applications module for sending a problem statement to a complexity module, which configures a solving module with configuration parameters and also determines expected problem solver behavior. The solving module selects a set of parameter configuration vectors, determines a set of search space points, performs a partial search based on the parameter configuration vectors, and determines actual problem solver behavior. The solving module then determines whether a problem solution has been found, whether to perform a solver iteration step or request a complexity module to perform an adaptation step.

A probe attached to a customer's network collects status data and other audit information from monitored components of the network, looking for footprints or evidence of unauthorized intrusions or attacks. The probe filters and analyzes the collected data to identify potentially security-related events happening on the network. Identified events are transmitted to a human analyst for problem resolution. The analyst has access to a variety of databases (including security intelligence databases containing information about known vulnerabilities of particular network products and characteristics of various hacker tools, and problem resolution databases containing information relevant to possible approaches or solutions) to aid in problem resolution. The analyst may follow a predetermined escalation procedure in the event he or she is unable to resolve the problem without assistance from others. Various customer personnel can be alerted in a variety of ways depending on the nature of the problem and the status of its resolution. Feedback from problem resolution efforts can be used to update the knowledge base available to analysts for future attacks and to update the filtering and analysis capabilities of the probe and other systems.

The present invention provides a system, architecture and process to support new interaction paradigms in customer support. Specifically, the approach of the present invention will unify through a new process and innovative system architecture the two basic methods of in house support and online support. To accomplish this unification, the present invention enables customers to work together as peers in problem resolution by exploiting the customer expertise (they work with the products on a daily basis and often have deep understanding what works / does not work). Among other things, the present invention provides: incentives for customers to participate in this new support; a rating infrastructure in which multiple good ratings helps to become “THE EXPERT” by increasing the score; incentives upon receipt of good ratings and or certain score levels; a problem routing mechanism; Master Data Management (MDM) for insights in customers and products.

A system is disclosed that provides a goal based learning system utilizing a rule based expert training system to provide a cognitive educational experience. The system provides the user with a simulated environment that presents a business opportunity to understand and solve optimally. Mistakes are noted and remedial educational material presented dynamically to build the necessary skills that a user requires for success in the business endeavor. The system utilizes an artificial intelligence engine driving individualized and dynamic feedback with synchronized video and graphics used to simulate real-world environment and interactions. Multiple “correct” answers are integrated into the learning system to allow individualized learning experiences in which navigation through the system is at a pace controlled by the learner. A robust business model provides support for realistic activities and allows a user to experience real world consequences for their actions and decisions and entails realtime decision-making and synthesis of the educational material. The system includes tools for analysis and display of a presentation as it is presented.

A system and method for event correlation and adaptive rules optimization in the context of a trouble ticket resolution system. The adaptive rules optimizer incorporates learning principles that achieve a high degree of automation while leaving control in the hands of an operator. To mitigate the effects of possible errors, the adaptive rules optimizer switches from hard decisions to soft decisions. The tickets in the queue and their related events are prioritized to mimic the best practices introduced by the support team handling the given problem, to take into account the business impact so that at each point in time the operator's work provides maximum overall benefit and to provide all auxiliary information that may be instrumental in the problem resolution process.

A system for problem resolution in network and systems management includes a database of trouble ticket data including information fields for checked components and affected components, an automated model builder system that processes the trouble ticket data to construct a causality model to represent causality information between system components identified in the checked component and affected component fields of the trouble ticket data, and an automated problem analysis system that receives information indicative of a problem event and determines a cause of the problem event using the causality model.

A proactive problem resolution system, method of proactive problem resolution and program product therefor. User sensors extract data from user interaction with a computer terminal and pass extracted data to a sniffer agent. The sniffer agent checks for an indication of a user problem by comparing user behavior data against behavior data from previously encountered problems. When the sniffer finds a match, the computer terminal user may be asked if assistance is needed or the user may be automatically referred to the help desk. If a solution already exists for a problem that corresponds to the user behavior, that solution(s) is(are) presented at the computer terminal. Computer terminal users automatically receive problem support, even before it would otherwise be requested.

A method and program for monitoring and checking students in solving mathematical problems are provided by the present invention. The invention monitors student choices as the student walks through the steps of solving a problem and provides feedback to the user indicating whether or not the user's input is correct. The invention determines if a newly entered statement correctly follows from the previous statement according to mathematical rules. The two statements are analyzed for common sub-expressions and compared against a database of mathematical rules. The database may include invalid rules corresponding to common mistakes. The invention then provides the user feedback in the form of the rule to which the user's input corresponds. If no rule is found in the database, a general error signal is provided.

Mechanisms and techniques provide a system for tracking and reporting on the resolution of problems across multiple product areas. The system can receive a first problem definition and can define a first work item identifying a respective first resolution associated with the first problem definition. The system can further define a second work item identifying a respective second resolution associated with the first problem definition. Work items can be automatically generated by the system or users may manually create the work items. The system can also receive at least one work item update for at least one of the first and second work item. The work item update alters a resolution state associated with either the first and second work items for which the work item update is received. The system can also provide a problem resolution report for the first problem definition based upon a correlation of resolution states associated with at least the first and second work items.

Discrete optimization problem are solved using an analog optimization device such as a quantum processor. Problems are solved using an objective function and at least one constraint corresponding to the discrete optimization problems. The objective function is converted into a first set of inputs and the at least one constraint is converted into a second set of inputs for the analog optimization device. A third set of inputs is generated which are indicative of at least one penalty coefficient. A final state of the analog optimization device corresponds to at least a portion of the solution to the discrete optimization problem.

A service system receives a request for problem resolution knowledge from a service requestor. Upon receiving the request, the service system identifies candidate patterns where each candidate pattern has at least one element that characterizes a problem associated with the corresponding pattern. An iterative process is then repeated between the service requestor and the service system until a stopping criterion is met, which attempts to narrow the field of candidate patterns down until one or more possible root causes of the problem experienced by the service requestor are identified. Alternatively, it may be determined that a possible root cause of the problem is not contained in the candidate patterns or that some other action, event, etc., interrupts the iterative process.

A method, system and computer-usable medium are disclosed for reducing the amount of human interaction involved in the resolution of incident tickets. A user interacts with a self-service portal to generate an incident ticket to resolve an issue. The generated incident ticket is routed by the self-service portal to an incident ticket management system for processing. The incident ticket management system accepts the incident ticket and in turn routes it to an incident ticket deflection system (ITDS). The ITDS analyzes the resolution state of the issue and generates relevant search queries that are submitted to an issue resolution knowledgebase. The results of the search queries are then returned to the ITDS, which compares them to captured interactions of the user with the self-service portal. Irrelevant query results or those that match the captured user interactions are disregarded. The remaining query results are used by the ITDS to generate remedial actions for the user to perform. If the remedial actions do not resolve the user's issue, then the incident ticket is escalated to a helpdesk operator. When received by the helpdesk operator, the incident ticket is populated with the captured user interactions with the self-service portal, the recommended remedial actions for the user to perform, and the current resolution status of the user's issue. The helpdesk operator then uses the information contained in the escalated incident ticket to facilitate the resolution of the user's issue.

A system and method for using network asset management data including device type, location, and link speed for modeling network performance and identifying performance issues. Functionally complete mathematical characterization of a system may be employed to create a system for problem recognition and resolution, wherein disruptive changes to physical and logical system components are only performed when necessary. Mathematical analysis of pings, MIB, and other asset data may be performed separately and the results compared to “self-check”, form, and verify the complete mathematical characterization of a network system. The invention may provide projections of performance impacts based upon proposed changes to components in the network. Performance metrics, ping times, MIB data, link speeds, propagation delays, device latency, serialization rates, conversational speeds, conversational utilization and other data are used to model a network for determining or isolating problematic issues and to forecast performance impacts of potential changes to the network.

A method and structure for discovering problem resolution in a helpdesk data set of problem tickets is based on using an enumerated set of phrases that have been identified as indicating diagnosis, instruction, or corrective action. A count of these phrases is then obtained and used along with any accompanying structured information to score each problem ticket. The tickets are then sorted so that the most useful problem tickets appear first.

A method of diagnosing a fault condition within software can include, responsive to a fault condition within a computing system belonging to an organization, automatically sending call-stack information for the fault condition to a first server within the organization. Within the first server, the call-stack information for the fault condition can be compared with call-stack information from prior fault conditions that occurred within the organization to determine whether the call-stack information for the fault condition matches call-stack information from one of the prior fault conditions. The method further can include sending the call-stack information to a second server for comparison with call-stack information from prior fault conditions that occurred within at least one different organization if the call-stack information for the fault condition does not match.

A system and method is provided for using network asset management data including attributes such as device type, location, and link speed for modeling network performance and identifying performance issues. Functionally complete mathematical characterization of a system may be employed in order to create a system for problem recognition and resolution in which disruptive changes to physical and logical system components are only performed when necessary. Mathematical analysis of pings (or other time stamped traffic) and mathematical analysis of MIB and other asset data may be performed separately and the results compared to “self-check” and form and verify the complete mathematical characterization of a network system. Additionally, the invention may provide projections of performance impacts based upon proposed changes to one or more components in the network. Performance metrics, ping times, MIB data, link speeds, propagation delays, device latency, serialization rates, conversational speeds, conversational utilization and other data are used to model a network for determining or isolating problematic issues and to forecast performance impacts of potential changes to the network.

The invention relates to an automatic grading system and an automatic grading method based on mass tobacco leaf data. The automatic grading system belongs to a system for carrying out analysis, storage, retrieval and automatic grading on tobacco leaf images by utilizing computer vision, image analysis, machine learning, big data retrieval and artificial intelligence technological algorithms. A mass data retrieval technology is introduced into an automobile tobacco leaf grading system, and corresponding databases and efficient retrieval engines are built, so grading results are more accurate, and the big data concept can become an irresistible trend along with the computer technology development. An artificial intelligence expert system algorithm is introduced, tobacco leaf knowledge in the specific fields is utilized for constructing an expert knowledge base, various complicated tobacco grading problems which can only be solved by human experts are simulated, and the computer intelligence with the same problem solving capability as the experts in the field is reached.

The invention provides an automatic session switching method for robot customer service under mixed-type session and belongs to the technical field of computer applications. The method comprises following steps: receiving a user session request and creating a session; analyzing the type of a message and pretreating the message and obtaining information required for querying the message type from a knowledge base; determining whether a robot customer service can answer or not, if the robot customer service can answer, then replying the customer; otherwise actively triggering or passively triggering a session request for staff service; determining whether the staff service accepts the request or not; if the staff service accepts, session is carried out between the staff service and the customer; otherwise, the robot customer service continues session with the customer until the session is finished. The beneficial effects of the invention are as follows: to improve the accuracy of problem resolution by classifying message types, constructing various knowledge bases and retrieving corresponding knowledge bases based on message types; the efficiency of staff service and robot customer service switching is increased and the user experience satisfaction is greatly improved.

A method and apparatus for determining when to close a problem case associated with a machine that includes identifying at least one failure condition associated with the problem case, determining whether the failure condition is repeated after a recommended fix instruction is executed and closing the problem case if the failure condition does not repeat within a predetermined amount of time after the fix instruction has been executed. The machine may be a remote machine such as a locomotive and electronic data indicative of the failure condition may be transmitted from the remote machine to a control center over a telecommunications medium such as the Internet. The control center may include a processor for managing the electronic data that may be transmitted from a plurality of remote machines. The control center processor may be adapted to request downloads from the remote machines and monitor downloaded data to determine whether the failure condition are repeating after the fix instruction has been executed.

Mental abilities are labeled with terms such as memory, problem solving, spelling, etc. and can be measured by psychological measures such as recall score, etc. The physical correlates of brain functioning employ such measures as blood flow, electrophysiological events, etc. The relationship between these different scientific domains is called the mind-body problem. The submitted patent addresses the empirically obtained correlative relationships between a number of cognitive capabilities and the Quantitative EFG (QEEG) measures (coherence, phase, magnitude, etc.) during cognitive activation conditions. The QEEG measures reflect the electrophysiology of the gray matter of the brain underlying the scalp. The cognitive abilities addressed include memory for auditory (paragraphs, word lists) and visual (faces, Korean characters, reading material) information (immediate and delayed recall ability), spatial problem solving (Raven's Matrices), spelling, mathematical ability (multiplication, internal spatial addition), pronunciation of nonsense (not real) words, memory for autobiographical information, intentions and where objects have been placed. The patent addresses the different patterns which are responsible for effective cognitive functioning in the adult and child population as well as the normal response patterns across the tasks for the two groups. The relationship between cognitive success of auditory memory ability (paragraphs, word lists) was examined for the eyes closed and auditor, attention condition. The analysis reflected the positive relationship between certain QEEG variables across different cognitive conditions. The value of the patent resides in providing the specific QEEG parameters which are responsible for specitic cognitive abilities. These QEEG variables can be effectively changed through an operant biofeedback conditioning methodology.

A method for document print production conflict visualization and resolution selects a document and a job ticket for printing, with the job ticket including various document publishing requirements. Conflict analysis is performed to identify at least one conflict among the document publishing requirements and a visualization of each identified conflict is sequentially presented on a user interface. The visualizations utilize graphical clues, superimposed upon the rendering of a 3D model of the document, to clearly illustrate the nature of each problem, and sequentially show how each available suggested solution would resolve the conflict. The user interface requests approval to proceed with problem resolution if a conflict is identified among the publishing requirements or indicates that no conflict is present.

Creative thinking techniques for individual or collaborative problem solving and innovation are facilitated by an automated approach to representing displayed thinking, a category note taking built upon card story boarding. Efficient card creation, placement, annotation, and presentation upon a virtual board assists a facilitator in a displayed thinking session, as well as enabling participation by remote participants and capturing session results for later reference or revision.

The system and method for diagnosing information technology systems in multiple virtual parallel universes described herein may create virtualized parallel universes that represent a problematic information technology system. The virtualized parallel universes may then be diagnosed to identify potential solutions to a problem experienced in the problematic information technology system (i.e., the parallel universes may be diagnosed without disrupting the live problematic system). For example, the problematic information technology system may be cloned in response to a diagnostic request associated therewith to create various virtualized parallel universes representing the problematic information technology system. The parallel universes may then conduct various problem resolution steps to identify a potential solution to the problem, which may then be applied to the problematic information technology system to resolve the problem associated therewith.

The illustrative embodiments provide an apparatus for performing horticultural tasks comprising a number of data storage devices, a diagnostic system, and a processor unit. The number of data storage devices includes a horticultural knowledge base, a logistics database, and a home site database. The processor unit executes the diagnostic system and accesses the horticultural knowledge base, the logistics database, and the home site database on the number of data storage devices to identify a horticultural need for a plurality of plants.

A method for problem solving in a computer system includes an applications module for sending a problem statement to a complexity module. The complexity module configures a solving module with configuration parameters and also determines expected solver behavior. A solving module determines actual solver behavior, determines whether a problem solution has been found, and determines whether to perform a solver iteration step or to request a complexity module to perform an adaptation step.

Objects associated with fixation regions are used to support training tasks that are characterized by operation within a dynamic 3D environment, problem-solving that involves user multi-tasking, fast decisions, heavy workloads, potential for unexpected events, and the need for high-performance skills. The invention is ideally suited to measure the nuances associated with maintaining situation awareness in such tasks where dynamic 3D environments that support problem solving with high cognitive fidelity have already been developed. Potential training application areas include urban warfighting, night vision goggle use, aircraft piloting, helicopter operation, remote control of vehicles and robots, night driving, air traffic control, and quarterback decision-making.

An apparatus and method are provided for context-sensitive error event notification. The apparatus and method include a monitor to detect an error event within a computer application, an analysis module to determine characteristics of the error event, an assembler to compose a context-sensitive message comprising a context-sensitive resource relating to the event characteristics, and a transmission module to transmit the message to a set of addressees. The context-sensitive message may include error characteristics, error-specific information from reference materials, error-specific links to related information repositories, and an error-associated search. The context-sensitive message is automatically transmitted to a set of addressees that are associated with the error event. The invention provides for faster error recovery and more effective problem resolution by automatically transmitting an error notification message that is timely, informative, and includes resources associated with the error event such that people can solve the problem.