Abstract: A computer network analyzes a problem with a first computer in the network. The network comprises a first program which runs on a second computer and analyzes a problem with the first computer. A second program also runs on the second computer and generates an alert for transmission to the third computer. The alert includes a probable cause category encompassing the problem and a recommendation. The recommendation is to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and is to establish remote access on site at the third computer of the first program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources.

Abstract: The present invention provides a contextual editor for an expert system. The editor leads the operator through a series of screens which designate classes of information, logical nodes, and the interrelation of the nodes. The screens are so arranged that they prevent the operator from providing classes or nodes with logically insufficient information. At the end of each definition the screen automatically shows a logical tree which graphically illustrates the logical interconnection between the nodes.The editor provided by the present invention provides the knowledge base developer with a guided knowledge entry system that modifies its behavior based on the context of the knowledge structures being entered. This approach not only facilitates the creation of the rules base knowledge, but also frequently prevents the user from entering invalid values or logic structures. Also, the guided editing approach allows the developer to learn and use the system much more quickly, thus becoming productive much sooner.