Abstract: 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.

Abstract: 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.

Abstract: Embodiments of the invention relate to techniques for collecting information. In an embodiment, a support engineer for a vendor, when desiring information to be collected at a customer site, creates an XML (Extensible Markup Language) file that includes collection instructions. The support engineer then sends the XML file to the customer who, upon receiving the XML file, posts the XML file to a collection system. The collection system having the XML file as an input invokes the collection software that executes the collection instructions included in the XML file, and generates the information desired by the support engineer. The collection system, via a pre-setup transport mechanism, then transfers the collected information to a system accessible to the support engineer on the vendor's site.

Abstract: 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.

Abstract: Embodiments of the present invention pertain to using a reservation to automatically driven configuration management. According to one embodiment, a request to reserve a reproduction of a computer environment for a requested period of time is received. The reproduction of the computer environment is automatically created. The reproduction is automatically reserved for the requested period of time.

Abstract: Systems and methods are disclosed for using application development data to instantiate support information and for providing the support information instantiated using the application development data. An exemplary method for providing support information instantiated using application development data includes monitoring the application during run time to detect fault notification points in accordance with trigger definitions specifying contexts that produce the fault notification points, and providing support information corresponding to the detected fault notification points using support documents created based on meta data generated during compilation of application source code. The meta data is generated by automatically detecting marked text strings in the application source code that describe the fault notification points, and extracting from each marked text string support information that corresponds to the fault notification points.

Abstract: A method embodiment for assigning support in a customer support system comprising receiving a support request, identifying evaluation criteria corresponding to the request based upon a predetermined set of criteria types, comparing the evaluation criteria with support profiles of a plurality of support engineers, identifying a selected support engineer based upon the results of the comparison, and assigning the request to the selected support engineer.

Abstract: Embodiments of the invention relate to techniques for collecting information. In an embodiment, a support engineer for a vendor, when desiring information to be collected at a customer site, creates an XML (Extensible Markup Language) file that includes collection instructions. The support engineer then sends the XML file to the customer who, upon receiving the XML file, posts the XML file to a collection system. The collection system having the XML file as an input invokes the collection software that executes the collection instructions included in the XML file, and generates the information desired by the support engineer. The collection system, via a pre-setup transport mechanism, then transfers the collected information to a system accessible to the support engineer on the vendor's site.

Abstract: An embodiment of a framework for servicing a client computer has a coordination engine and a data retrieval service for receiving a diagnostic data set from a client computer, an analysis service for analyzing said diagnostic data set and for generating a recommendation using the results of said analyzing. Functional modules may be executable by the services. The modules include a plurality of analysis modules for analyzing the diagnostic data set. The coordination engine is arranged to receive data from the functional modules, select modules on the basis of the diagnostic data set, and pass the data to the selected modules.

Abstract: 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.

Abstract: A set of requirements for an application program are generated by a producer of the application program and communicated to a potential user of the application program via a computer file that specifies the requirements. The computer file may be used by the potential user to analyze the capabilities of a computer system relative to the set of requirements for the application program.

Abstract: 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.

Abstract: A method of generating a unique identifier without requiring platform-specific software, a computer readable medium embodying instructions for implementing the method, and a system therefor are described. In response to an event occurrence on a computer system, execution of the method retrieves an event timestamp from an intermediate operating environment on the computer system. Further execution of the method retrieves a system name and a hash value from the intermediate operating environment on the computer system. The combination of the system name, event timestamp, and hash value creates a unique identifier uniquely identifying the intermediate operating environment on the computer system without requiring platform-specific software.

Abstract: Diagnostic data-collection software is triggered by a fault in application software running on a client computer. Data gathered by the diagnostic software is transmitted to a computer system of a service vendor. Analysis software running on the vendor system analyzes the diagnostic data and generates recommendations. The recommendations are posted on a vendor-managed website. The client is informed by email of a URL to access the recommendations. After a validation procedure, the client can access the recommendations. The recommendations can include instructions for a human to execute as well as software to be downloaded to the client computer.

Abstract: An instrument (20) has a well (28a-b) for receiving a dry cell (75), an opening (78) through which a first connector (74) is exposed to the well (28a-b), and a boss (76) adjacent the opening (78). The boss (76) precludes the wrong terminal of the dry cell (75) from engaging the first connector (74) when the dry cell (75) is inserted into the well (28a-b) in incorrect orientation. A second connector (80) includes a base (81), a first leg (82) resiliently connected to and extending away from the base portion, a second leg (84) resiliently connected to and extending away from the first leg (82), and a third leg (86) resiliently connected to and extending away from the second leg (84) and toward the first leg (82). A display (42) for the instrument (20) has a lens (90) having a substantially transparent substrate with a polyurethane coating. The instrument housing has first and second portions.