Abstract: A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.

Abstract: Visualizations are automatically generated based at least on a received identifier identifying a report. One or more data sets and one or more style configurations are retrieved from a shared visualization library via a backend API based on the received identifier and passed to a router component. The router component includes a switch that renders a score component, which generates a score visualization, if the retrieved data sets include score data. If the data sets include time series data, or the score visualization also includes a time series graph, the router component renders a time series component that passes the data sets and the style configurations to a parser that parses the data sets and the style configurations and outputs one or more highcharts options objects. A highcharts component generates the time series visualizations and/or adds the time series graph to the score visualization based on the highcharts options objects.

Abstract: Systems and methods are disclosed for computing network operations. For example, methods may include receiving, at a computing device located within a private network, a message sent from a server located outside of the private network, the message including an observable; invoking, within the private network, a search of data associated with the private network to obtain a search result that includes data matching the observable; aggregating, within the private network, data from the search result that matches the observable to obtain a report that includes an indication of the observable, a count of occurrences of the observable, and identification of one or more components associated with the observable; and transmitting the report to the server.

Abstract: The present approach relates to systems and methods for facilitating a client-agent conversation using dynamic, contextual information related to a client portal. The contextual information for the conversation may be determined using a server side script and/or a client side script that provides relevant portal usage data. The contextual information may be used to determine a conversation topic, which may be used to facilitate routing a request to chat to the appropriate agent for the topic.

Abstract: This disclosure provides techniques for pooling and searching network security events reported by multiple sources. As information representing a security event is received from one source, it is searched against a central or distributed database representing events reported from multiple, diverse sources (e.g., different client networks). Either the search or correlated results can be filtered and/or routed according at least one characteristic associated with the networks, for example, to limit correlation to events reported by what are presumed to be similarly situated networks. The disclosed techniques facilitate faster identification of high-relevancy security event information, and thereby help facilitate faster threat identification and mitigation. Various techniques can be implemented as standalone software (e.g., for use by a private network) or for a central pooling and/or query service. This disclosure also provides different examples of actions that can be taken in response to search results.

Abstract: A computing system includes a server. The server is communicatively coupled to a data repository and is configured to store a data in the data repository. The server is further configured to receive a first authentication information, the first authentication information comprising a login and a password for an entity, and to receive a second authentication information, the second authentication information comprising at least one identifying information generated by a hardware authentication device. The server is further configured to execute a hardware-based authentication as a service process, the authentication as a service process configured to use the first and the second authentication information as input to authenticate the entity, and to provide computing resources to the entity if the entity is successfully authenticated.

Abstract: A system includes persistent storage containing data used by software applications, and a server application configured to perform operations, including identifying a subset of the data, where the subset is used to generate a full offline payload for a particular software application and that includes user interface (UI) components selected for the particular software application based on the subset of the data. The operations also include monitoring the subset of the data to identify a modification to particular data and, based on identifying the modification, generating a partial offline payload based on the particular data as modified, where the partial offline payload includes a subset of the UI components, and where each UI component of the subset is updated based on the particular data as modified. The operations further include receiving a request for the partial offline payload and, based on receiving the request, transmitting the partial offline payload.

Abstract: A mobile computing device may include a screen, a camera, a communication interface, a processor, and memory. A native mobile application executing thereon may be configured to: obtain, by way of the communication interface, a plurality of orders; display, on the screen, a first graphical user interface depicting one or more of the plurality of orders; receive, by way of the screen, a selection of a particular order from the one or more of the plurality of orders; display, on the screen, a second graphical user interface depicting the particular order and that the line item has been ordered but not received; capture, by way of the camera, an image of a physical package; determine that a machine-readable representation from the image is associated with the line item; and transmit, by way of the communication interface, an update indicating that the line item has been received.

Abstract: A new alert associated with a computer information technology issue to be remediated is received. Matching previous alerts similar to the new alert are determined. One or more successful remediation actions of the matching previous alerts are identified. The one or more successful remediation actions are evaluated. A performance of a selected one of the one or more successful remediation actions is initiated.

Abstract: The present approaches are generally related to an agent automation framework that is capable of extracting meaning from user utterances, such as requests received by a virtual agent (e.g., a chat agent), and suitably responding to these user utterances. In certain aspects, the agent automation framework includes a NLU framework and an intent-entity model having defined intents and entities that are associated with sample utterances. The NLU framework may include a meaning extraction subsystem designed to generate meaning representations for the sample utterances of the intent-entity model to construct an understanding model, as well as generate meaning representations for a received user utterance to construct an utterance meaning model. The disclosed NLU framework may include a meaning search subsystem that is designed to search the meaning representations of the understanding model to locate matches for meaning representations of the utterance meaning model.

Abstract: A computing system includes a server. The server is communicatively coupled to a data repository and is configured to store a data in the data repository. The server is further configured to create, via a visual information flow creation tool, at least one information flow object. The server is additionally configured to create, via the visual information flow creation tool, an electronic signature field in the at least one information flow object, and to provide the at least one information flow object to communicate an electronic signature request to an electronic signature system.

Abstract: A database may contain representations of: (i) software packages managed by a software management tool, including publishers, titles, and categories associated with each, and (ii) a plurality of software activities, including descriptions and amounts associated with each. A server device may be configured to obtain classifications of the software activities that predict the publishers, titles, and categories of the software activities from the descriptions. The server device may further compare the software packages to the classifications in order to identify: (i) unmanaged software packages, and (ii) amounts associated with the software packages.

Abstract: A system may involve persistent storage containing a configuration management database (CMDB) and a non-CMDB table, wherein the CMDB contains configuration items that represent software, devices, or services deployed within a network, and wherein the non-CMDB table contains entries related to operation of the network. The system may also involve one or more processors configured to provide a representation of a graphical user interface (GUI), wherein the GUI contains a first selectable tab that displays classes of the configuration items, a second selectable tab that displays the non-CMDB table, and a canvas for visually depicting query expressions, wherein the classes are selectable to place class GUI elements thereof onto the canvas, wherein the non-CMDB table is selectable to place a table GUI element thereof onto the canvas, and wherein the table GUI element and a particular class GUI element are connectable by a link on the canvas.

Abstract: A computer-implemented method is provided that includes receiving a search query and, responsive to the search query, providing one or more textual comments relevant to the search query. This includes tokenizing the search query and calculating a set of query term frequency metrics. A set of records relevant to the search query is then selected, from a persistent storage, based on determined similarities between the query term frequency metrics and frequency metrics determined for the records in the persistent storage. Textual comments within the selected records are associated with usefulness metrics. The textual comments relevant to the search query are selected by selecting those textual comments within the selected records that are associated with usefulness metrics that are within a pre-determined range, e.g., an inter-quartile range for a population of usefulness metrics.

Abstract: A system may include a central computational instance disposed within a remote network management platform, where the central computational instance provides authoritative representations of software application licensing information to other computational instances, and where the other computational instances are dedicated to respective managed networks. The system may also include a particular computational instance that is configured to receive a representation of particular software application licensing information for a particular software application installed within the particular computational instance.

Abstract: A system and method for configuring a performance analytics (PA) software application is disclosed. The system may be disposed within a computational instance of a remote network management platform that remotely manages a managed network. The system may include a database of content plugins for configuring respective key performance indicator (KPI) modules, each implementing PA applied to an associated KPI of the managed network. Configuring the KPI modules may specify respective graphical configurations of a dashboard for displaying graphical representations of the associated KPI in a graphical user interface (GUI) within the managed network. A gallery of icons each identifying a plugin may be displayed in, and selected from, the GUI. A selected plugin may then be installed via a common plugin interface, whereby an associated KPI module becomes configured and ready for execution.

Abstract: Aspects of the present invention provide an approach that evaluates a locally running image (e.g., such as that for a virtual machine (VM)) and determines if that image could run more efficiently and/or more effectively in an alternate computing environment (e.g., a cloud computing environment). Specifically, embodiments of the present invention evaluate the local (existing/target) image's actual and perceived performance, as well as the anticipated/potential performance if the image were to be migrated to an alternate environment. The anticipated/potential performance can be measured based on another image that is similar to the existing/target image but where that image is running in a different computing environment. Regardless, the system would display a recommendation to the end user if it were determined that the image could perform better in the alternate environment (or vice versa). It is understood that performance is just one illustrative metric for which the system would perform a comparison.

Abstract: An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.

Abstract: One or more databases contain data defining: a common authentication configuration for a plurality of remote services, and individual authentication configurations for each of the remote services, where a particular remote service of the remote services is associated with a particular individual authentication configuration. One or more server devices are configured to: (i) access, by way of the common authentication configuration and the particular individual authentication configuration, a master userid of the particular remote service; (ii) receive, from the particular remote service, a list of userids that are registered to the managed network and configured to use the particular remote service; (iii) receive, from the particular remote service, access data representing use of the particular remote service by the userids; (iv) determine, from the access data, most-recent access times of the userids; and (v) store, in the one or more databases, representations of the most-recent access times.

Abstract: A system and method for restoring a session state of a client device has been provided. The system comprises a memory with instructions executable by a processor to receive a first request from the client device, where the first request is a first type of request and is associated with a new session of the client device; process the first request without persisting a session state of the new session in the database node; receive a second request from the client device, where the second request is a first instance of a second type of request and is associated with the new session; and in response to determining to restore a persisted session state, restore the persisted session state for the client device from the database node, and assign the persisted session state as the session state of the new session of the client device.