Abstract: A system and method for tracking an electronic document includes a document preparation tool that can accept document content and form data, encrypt the content data, provide a document ID, prepare instructions for generating a data input form and package the encrypted data, document ID and instructions in the electronic document. When a user accesses the electronic document, the instructions can display the data input form to the user. A local file containing the document ID and the user ID can be created on the user's computer system and the content can be decrypted and presented to the user. Files on the document can be updated to include the user ID and a listing of the actions taken by the user with respect to the opened document and the data in the local file and document files can be transmitted to a server for storage in a database.

Abstract: A remote service facility (RSF) unit is integrated into the operating system of the host system being supported. The RSF unit utilizes a standard generic menu interface system (GMIS) unit through which a user can enter different types of commands which results in the display of a number of menu sequences for configuring how the different independently controllable components of the RSF unit will operate in performing remote support functions. The components include a problem detection and reaction component, a system action component and a callback component, each of which operatively couple to the GMIS unit. The components are integrated in a predetermined manner so that collectively, they carry out remote support according to the way in which they were configured.