Remote Support Engine with Plug-in Managers for Automated Diagnostics
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In multi-node multi-user computer networks, support personnel face challenges in retrieving necessary information from remote nodes without user intervention, leading to inefficient troubleshooting and high manpower requirements due to tedious and often unsuccessful conversations with users.
Innovation Solution
A method and apparatus that utilize a control and presentation component on a first computer to activate and manage plug-ins on remote computers, allowing for the retrieval and presentation of parameters through a generic engine and plug-in managers, enabling remote support without user intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If support personnel request users to manually retrieve parameters and data from remote computers, then users can provide some information, but the process becomes tedious, time-consuming, and often unsuccessful due to user lack of computer expertise
Solution Approach 1:
The system enables self-service by having the remote computer automatically retrieve and transmit troubleshooting parameters, logs, and system information without requiring user intervention. The support personnel can initiate a diagnostic session where the remote machine gathers and sends all necessary data autonomously, eliminating the need for support staff to guide users through manual data collection steps.
Solution Approach 2:
A software agent or intermediary program is installed on the remote computer to facilitate communication between the support personnel and the system. This intermediary automatically collects parameters, retrieves logs, and transmits information to the support staff, serving as a mediator that eliminates the need for direct user involvement in the data retrieval process.
2Reliability
If support personnel manually collect data from multiple remote locations, then they can troubleshoot issues, but substantial manpower of highly-qualified individuals is required
Solution Approach 1:
The remote computer performs self-diagnosis by automatically gathering system parameters, application logs, and configuration data. This self-service capability allows the system to prepare comprehensive diagnostic information without human intervention, reducing the need for multiple support personnel to manually investigate each remote location.
Solution Approach 2:
The system performs preliminary data collection and analysis before support personnel arrive or engage with the user. By pre-gathering all relevant troubleshooting information automatically, the system prepares the diagnostic foundation in advance, allowing support staff to focus on analysis and solution rather than data collection.
3Loss of information
If users are required to supply answers to support personnel, then troubleshooting information can be obtained, but users suffer long delays and experience trivial conversations
Solution Approach 1:
The remote computer autonomously retrieves and transmits all necessary troubleshooting data including system parameters, application states, and log files. This self-service mechanism eliminates the back-and-forth conversation where users must manually find and provide information, instantly delivering complete diagnostic data to support personnel.
Solution Approach 2:
All troubleshooting information is collected and prepared in advance by the remote system before the support interaction begins. By performing the data gathering action preliminarily and automatically, the system eliminates delays during the support conversation, allowing immediate problem analysis and resolution.
Data Source
AI summary
An apparatus and methods for enabling a support person to receive and review information relating to multiple remote nodes and multiple applications running on each node. The apparatus comprises a presentation component accessed by the support person or administrator, and engine installed on each remote node. The engine comprises a manager component, a multiplicity of plug-ins for retrieving information about the server or about the application, and a plug-in manager for each plug-in.