Unified Mobile Supportability Framework for Cross-Platform Diagnostics
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Solution Overview
Problem
Current supportability solutions for mobile software applications are platform, device, and application-specific, lacking a unified approach for logging, tracing, and diagnostics, which hinders comprehensive technical support across different platforms and systems.
Innovation Solution
A system and method that involves a server receiving and associating client and server electronic records to identify faulty components, using a shared platform-independent format, enabling end-to-end tracing, root cause analysis, and automated issue fixing through integration with SAP Active Global Support and other diagnostic tools.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If platform-specific logging and support functions are used, then each platform can provide tailored support functionality, but there is no unified way to access the same functions across different platforms and devices
Solution Approach 1:
The patent implements a universal supportability framework that provides common logging, tracing, and diagnostic functions across multiple mobile platforms (iOS, Android, Windows Phone) through a standardized API. This allows the same support functionality to be accessed from different platforms without requiring platform-specific implementations, directly resolving the contradiction between cross-platform versatility and platform-specific complexity.
2Adaptability or versatility
If device-focused support functions are implemented, then each device can be monitored individually, but there is no integrated view of the entire system landscape
Solution Approach 1:
The patent merges device-level logging and tracing functions with server-side supportability components into a unified system. The server collects logs from multiple devices, correlates them using request identifiers, and provides a centralized view of system-wide activity. This integration allows administrators to monitor the entire system landscape from a single interface, resolving the contradiction between device-level monitoring and system-wide visibility.
3Measurement precision
If traditional logging is used, then basic activity recording is available, but there is no integrated analysis capability to precisely control data recording and analysis
Solution Approach 1:
The patent introduces a server-side intermediary that collects, stores, and analyzes logs from multiple devices. The server provides sophisticated analysis capabilities including correlation of requests across devices, filtering by criteria, and generation of supportability reports. This intermediary layer separates the simple client-side logging from the complex server-side analysis, enabling precise data control and analysis without adding complexity to the client applications.
4Loss of information
If comprehensive logging and tracing are implemented, then detailed activity information is captured, but storage and processing requirements increase
Solution Approach 1:
The patent extracts only the necessary information for supportability from comprehensive system activity. Instead of logging all possible data, the system selectively captures specific fields (timestamps, request identifiers, error codes, performance metrics) that are essential for diagnosis. The server then processes and correlates these extracted records, reducing the total data volume while maintaining complete activity information for analysis purposes.
Data Source
AI summary
A system and a method for providing software supportability involve a server receiving a first electronic record from a client application on a mobile computing device. The first electronic record describes activity that occurred at the mobile computing device during a request sent from the client application to the server. The server creates a second electronic record that describes activity that occurred at the server while processing the request. The first electronic record and the second electronic record are stored in association with each other and can be analyzed to determine issues with performance or security. A diagnostic application, based on the stored first electronic record and the second electronic record, identifies at least one faulty component at the server or the mobile computing device to correct the identified at least one faulty component.