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1. 发明授权

US07373553B2 Computer support network with customer portal to monitor incident-handling status by vendor's computer service system 失效
标题翻译：具有客户门户的计算机支持网络，以监控供应商的计算机服务系统的事件处理状态
公开(公告)号：US07373553B2
公开(公告)日：2008-05-13
申请号：US10984720
申请日：2004-11-08
申请人： Travis Scott Tripp , Philip A. Flocken , William Brothers , Joshua D. Hawkins , Noreen K. Lee , Jay Shaughnessy
发明人： Travis Scott Tripp , Philip A. Flocken , William Brothers , Joshua D. Hawkins , Noreen K. Lee , Jay Shaughnessy
IPC分类号： G06F11/00
CPC分类号： G06F11/0748 , G06F11/008 , G06F11/0778 , G06F11/079 , G06F11/2294
摘要： Customer support personnel can access via a vendor's portal an automated support vendor website to view the status of a fault incident that is being handled by the vendor's automated support system. In an illustrated embodiment, the customer can actually alter the status of the fault incident while it is being handled on the vendor's site.
摘要翻译：客户支持人员可以通过供应商的门户访问自动支持供应商网站，以查看供应商的自动化支持系统正在处理的故障事件的状态。在图示的实施例中，客户实际上可以在供应商的站点上处理故障事件的状态时改变其状态。

2. 发明授权

US09069666B2 Systems and methods for controlling error reporting and resolution 有权
标题翻译：控制错误报告和解决方法的系统和方法
公开(公告)号：US09069666B2
公开(公告)日：2015-06-30
申请号：US11377755
申请日：2006-03-15
申请人： Joshua Hawkins , William Brothers , Phil A. Flocken , Jay Shaughnessy , Travis Scott Tripp
发明人： Joshua Hawkins , William Brothers , Phil A. Flocken , Jay Shaughnessy , Travis Scott Tripp
IPC分类号： G06F15/173 , G06F11/00 , G06F11/07 , G06F11/22
CPC分类号： G06F11/0769 , G06F11/0709 , G06F11/0748 , G06F11/0781 , G06F11/2294
摘要： Various system and method embodiments are disclosed that include using a first node to receive messages including error information from a plurality of client computers via a computer network. Recommendations for resolving errors associated with the error information are made available to the client computers via the computer network.
摘要翻译：公开了各种系统和方法实施例，其包括使用第一节点经由计算机网络从多个客户端计算机接收包括错误信息的消息。通过计算机网络向客户端计算机提供用于解决与错误信息相关联的错误的建议。

3. 发明授权

US08977729B2 Systems and methods for controlling error reporting and resolution 有权
公开(公告)号：US08977729B2
公开(公告)日：2015-03-10
申请号：US11377755
申请日：2006-03-15
申请人： Joshua Hawkins , William Brothers , Phil A. Flocken , Jay Shaughnessy , Travis Scott Tripp
发明人： Joshua Hawkins , William Brothers , Phil A. Flocken , Jay Shaughnessy , Travis Scott Tripp
IPC分类号： G06F15/173 , G06F11/00 , G06F11/07 , G06F11/22
摘要： Various system and method embodiments are disclosed that include using a first node to receive messages including error information from a plurality of client computers via a computer network. Recommendations for resolving errors associated with the error information are made available to the client computers via the computer network.

4. 发明申请

US20060242286A1 Systems and methods for controlling error reporting and resolution 有权
公开(公告)号：US20060242286A1
公开(公告)日：2006-10-26
申请号：US11377755
申请日：2006-03-15
申请人： Joshua Hawkins , William Brothers , Phil Flocken , Jay Shaughnessy , Travis Tripp
发明人： Joshua Hawkins , William Brothers , Phil Flocken , Jay Shaughnessy , Travis Tripp
IPC分类号： G06F15/173
CPC分类号： G06F11/0769 , G06F11/0709 , G06F11/0748 , G06F11/0781 , G06F11/2294
摘要： Various system and method embodiments are disclosed that include using a first node to receive messages including error information from a plurality of client computers via a computer network. Recommendations for resolving errors associated with the error information are made available to the client computers via the computer network.

5. 发明申请

US20050198556A1 Computer support network with customer portal to monitor incident-handling status by vendor's computer service system 失效
标题翻译：具有客户门户的计算机支持网络，以监控供应商的计算机服务系统的事件处理状态
公开(公告)号：US20050198556A1
公开(公告)日：2005-09-08
申请号：US10984720
申请日：2004-11-08
申请人： Travis Tripp , Philip Flocken , William Brothers , Joshua Hawkins , Noreen Lee , Jay Shaughnessy
发明人： Travis Tripp , Philip Flocken , William Brothers , Joshua Hawkins , Noreen Lee , Jay Shaughnessy
IPC分类号： G06F11/273 , G01R31/28
CPC分类号： G06F11/0748 , G06F11/008 , G06F11/0778 , G06F11/079 , G06F11/2294
摘要： Customer support personnel can access via a vendor's portal an automated support vendor website to view the status of a fault incident that is being handled by the vendor's automated support system. In an illustrated embodiment, the customer can actually alter the status of the fault incident while it is being handled on the vendor's site.
摘要翻译：客户支持人员可以通过供应商的门户访问自动支持供应商网站，以查看供应商的自动化支持系统正在处理的故障事件的状态。在图示的实施例中，客户实际上可以在供应商的站点上处理故障事件的状态时改变其状态。

6. 发明申请

US20050050540A1 Software agents incorporating message-driven beans for J2EE computing environment 审中-公开
标题翻译：将消息驱动的bean并入J2EE计算环境的软件代理
公开(公告)号：US20050050540A1
公开(公告)日：2005-03-03
申请号：US10647738
申请日：2003-08-25
申请人： Jay Shaughnessy , Philip Flocken
发明人： Jay Shaughnessy , Philip Flocken
IPC分类号： G06F9/44 , G06F9/46 , G06F17/00
CPC分类号： G06F9/546
摘要： Agent server software provides for simple workflow relationships among message-initiated tasks. The agent software runs as a Java J2EE application and supports software agents, each of which incorporates a message-driven bean. A required invoker agent accepts Java Messaging Service (JMS, original or as-translated from HTTP) messages requesting a goal to be accomplished. The invoker agent checks an agent-configuration file to identify an agent that can accomplish the goal; if the identified agent has prerequisites that are not met by the contents of the request, the invoker agent can invoke intermediate agents to fulfill the requirements. An intermediate agent can invoke the goal-fulfilling agent once all its prerequisites are met. Each request and each agent invocation is recorded in an agent-server database so that progress is tracked and so retries and recovery can be achieved in the event of a failure or fault.
摘要翻译：代理服务器软件提供消息发起的任务之间的简单工作流关系。代理软件作为Java J2EE应用程序运行，并支持软件代理，每个代理都包含一个消息驱动的bean。所需的调用者代理接受Java消息传递服务（JMS，原始或从HTTP转译）消息，要求完成目标。调用代理检查代理配置文件以识别可以实现目标的代理; 如果所识别的代理具有请求内容未满足的先决条件，则调用者代理可以调用中间代理来满足要求。一旦中间代理人满足其所有先决条件，就可以调用目标履行代理。每个请求和每个代理程序调用记录在代理服务器数据库中，以便跟踪进度，因此在发生故障或故障的情况下可以实现重试和恢复。

7. 发明申请

US20080027922A1 Automated support notification 审中-公开
标题翻译：自动支持通知
公开(公告)号：US20080027922A1
公开(公告)日：2008-01-31
申请号：US11492962
申请日：2006-07-26
申请人： Srinivasu Togari , Jay Shaughnessy , Salman Halim , Michael McCune
发明人： Srinivasu Togari , Jay Shaughnessy , Salman Halim , Michael McCune
IPC分类号： G06F17/30
CPC分类号： G06F11/0793 , G06F11/0748
摘要： A method of providing an automated support notification is described. The method comprises receiving a support request identifying a problem and querying a data store for a solution related to the support request. The method further comprises generating a solution request if the querying a data store for a solution fails to identify a solution and receiving at least a reference to a solution. The method further comprises transmitting at least the received reference to the solution based on at least one support request identified by querying the data store for a support request related to at least a portion of the solution.
摘要翻译：描述提供自动支持通知的方法。该方法包括接收识别问题的支持请求并且查询与支持请求有关的解决方案的数据存储。该方法还包括：如果查询解决方案的数据存储无法识别解决方案并且至少接收到对解的引用，则生成解决方案请求。所述方法还包括至少基于通过查询数据存储器识别的至少一个支持请求来发送所接收到的对解决方案的引用，以获得与解决方案的至少一部分相关的支持请求。

8. 发明申请

US20060026227A1 Agent administration console software for servicing failed requests 审中-公开
标题翻译：用于维修失败请求的代理管理控制台软件
公开(公告)号：US20060026227A1
公开(公告)日：2006-02-02
申请号：US10902904
申请日：2004-07-30
申请人： Jay Shaughnessy , Travis Tripp
发明人： Jay Shaughnessy , Travis Tripp
IPC分类号： G06F15/16
CPC分类号： G06F11/0793 , G06F11/0709 , G06F11/0718 , H04L41/0253 , H04L41/028 , H04L41/046 , H04L41/0604 , H04L41/20 , H04L43/0817
摘要： A Java-enabled computer system (AP1) hosts an application server (11) and a database (13). The application server hosts an agent server (15), a database access layer (17), and a servlet container (19). The agent server hosts a set of software agents (AGI, AGR, AG1, AG2 . . . AGN) for responding to customer requests. The agents can be invoked in series to meet a customer request. When one of the agents fails, an administrator is notified. The administrator can access an administration console (30) using a browser (43). From the administration console, the administrator can edit the request and resubmit it directly to the agent suffering the failure without re-invoking preceding agents that completed their services successfully.
摘要翻译：支持Java的计算机系统（AP1）承载应用服务器（11）和数据库（13）。应用服务器托管代理服务器（15），数据库访问层（17）和小服务器容器（19）。代理服务器托管一组用于响应客户请求的软件代理（AGI，AGR，AG 1，AG 2 ... AGN）。代理商可以串联调用以满足客户的要求。当其中一个代理失败时，会通知管理员。管理员可以使用浏览器访问管理控制台（30）（43）。从管理控制台，管理员可以编辑请求，并将其直接重新提交给失败的代理，而无需重新调用成功完成其服务的先前代理。

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