Embedded Helpdesk Library for Mobile App Diagnostics
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Solution Overview
Problem
Enterprise helpdesk teams face challenges in diagnosing and troubleshooting issues with mobile enterprise applications as they lack a live, dynamic view of the user's device, relying on phone calls or emails for support.
Innovation Solution
A helpdesk library is embedded in enterprise applications to provide a remote, interactive view of the app instance, allowing screen captures, device logs, and remote control functions, enabling automation of helpdesk sessions and leveraging past sessions for streamlined diagnostics and trend analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If helpdesk team relies on phone calls or email for support, then communication with users is maintained, but the ability to diagnose and troubleshoot issues is severely limited
Solution Approach 1:
The patent implements screen capture functionality that creates visual copies of the user's device screen and transmits them to the helpdesk system. This allows technicians to see exactly what the user is viewing without requiring complex remote access to the actual device, resolving the contradiction by providing complete visual information through simplified copy transmission.
Solution Approach 2:
The patent introduces an intermediary helpdesk system that acts as a mediator between the user and support technicians. This intermediary captures device information, processes it, and presents it to technicians in a manageable format, reducing the complexity burden from individual technicians while maintaining comprehensive diagnostic capabilities.
2Measurement precision
If helpdesk team gets complete view of user device, then diagnostic accuracy is improved, but system complexity and implementation difficulty increase
Solution Approach 1:
The patent segments the helpdesk system into distinct functional modules: screen capture module, log collection module, remote control module, and analytics module. Each module handles a specific aspect of device observation or control, allowing the system to achieve comprehensive measurement precision while keeping individual components simple and manageable.
Solution Approach 2:
The patent creates a universal helpdesk system that can perform multiple functions (screen capture, log analysis, remote control, trend detection) through a single integrated platform. This multi-functionality approach allows the system to achieve comprehensive diagnostic precision without requiring separate complex systems for each function.
3Productivity
If helpdesk system implements remote control functions, then troubleshooting efficiency is enhanced, but user privacy and security concerns increase
Solution Approach 1:
The patent implements a consent mechanism where users must explicitly authorize remote control access before the helpdesk system can exercise control over their device. This preliminary action of obtaining permission ensures user privacy and security are protected while still enabling efficient troubleshooting when authorization is granted.
Solution Approach 2:
The patent implements real-time feedback mechanisms where the helpdesk system continuously monitors device state and provides updates to both the user and technician. This feedback loop ensures transparency in remote control operations, allowing users to see what actions are being taken and maintain control over their device's security and privacy.
Data Source
AI summary
Techniques to establish a communication system between an administrative node, such as a remote help desk, and an instance of a managed mobile app running on a mobile device are disclosed. In various embodiments, an indication is received to establish a help desk session associated with a mobile device. A help desk library embedded in mobile app code comprising a managed mobile app installed on the mobile device is used to provide the help desk session. The help desk library is configured to provide in real time to a help desk system external to the mobile device mobile app data associated with the managed mobile app while the managed mobile app is running on the mobile device.