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1. 发明授权

US08359220B2 Technical support routing among members of a technical support group 失效
标题翻译：技术支持组成员之间的技术支持路由
公开(公告)号：US08359220B2
公开(公告)日：2013-01-22
申请号：US12124772
申请日：2008-05-21
申请人： Paul A. Boothe , Mioses Cases , Bhyrav M. Mutnury , William G. Pagan
发明人： Paul A. Boothe , Mioses Cases , Bhyrav M. Mutnury , William G. Pagan
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06311
摘要： Computer-implemented methods, apparatus and products for technical support routing among members of a technical support group, including maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history including historical records of changes in configuration of the user's computer system; receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system; and routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.
摘要翻译：计算机实现的方法，装置和产品，用于在技术支持组成员之间进行技术支持路由选择，包括由配置管理器维护用户计算机系统的系统配置历史，系统配置历史，包括历史记录的配置变化用户的计算机系统; 由技术支持模块接收识别在用户计算机系统的操作期间发生的当前错误的支持请求，包括接收描述用户计算机系统的错误和系统配置历史的信息; 并且由技术支持模块通过技术支持模块无需人为干预就根据描述错误和系统配置历史的信息向技术支持组的一个或多个特定成员提供支持请求。

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