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: Primary and secondary support vendors 20 and 30 provide support for an application 15 running on a customer computer system 11. Diagnostic software 17 running on the customer computer system gathers diagnostic data, which is transmitted to the primary-support vendor's computer system 21. There, the diagnostic data is analyzed to determine whether the help of the secondary support vendor is required. If so, the diagnostic data is repackaged for transmission to the secondary support vendor. The results of the secondary analysis are returned to the primary support vendor's computer system and used to generate a proposed solution, which is made available to the customer 10.

Abstract: A method and system for maintaining persistence of graphical markups created within a collaboration environment that associates graphical markups with the camera position is presented. The collaboration tool provides utilities to allow saving the graphical markups to the user's local disk, saving the graphical markups into a PDM system (either locally or remotely), and saving the entire collaboration session including graphical markups, notes, action items, etc., When saved to persistent storage, all the camera positions and all graphical markups associated with them are stored in the markup file. The saved markups/session can later be reloaded from the user's local disk or a PDM system as appropriate. When a session is loaded into the collaboration session, all of the camera positions and associated graphical markups from the saved session are then accessible, allowing simple viewing of the results of the session, continuation-of-work, or asynchronous collaboration.

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: Primary and secondary support vendors 20 and 30 provide support for an application 15 running on a customer computer system 11. Diagnostic software 17 running on the customer computer system gathers diagnostic data, which is transmitted to the primary-support vendor's computer system 21. There, the diagnostic data is analyzed to determine whether the help of the secondary support vendor is required. If so, the diagnostic data is repackaged for transmission to the secondary support vendor. The results of the secondary analysis are returned to the primary support vendor's computer system and used to generate a proposed solution, which is made available to the customer 10.

Abstract: A method and system for maintaining persistence of graphical markups created within a collaboration environment that associates graphical markups with the camera position is presented. The collaboration tool provides utilities to allow saving the graphical markups to the user's local disk, saving the graphical markups into a PDM system (either locally or remotely), and saving the entire collaboration session including graphical markups, notes, action items, etc., When saved to persistent storage, all the camera positions and all graphical markups associated with them are stored in the markup file. The saved markups/session can later be reloaded from the user's local disk or a PDM system as appropriate. When a session is loaded into the collaboration session, all of the camera positions and associated graphical markups from the saved session are then accessible, allowing simple viewing of the results of the session, continuation-of-work, or asynchronous collaboration.

Abstract: A method and system for maintaining persistence of graphical markups created within a collaboration environment that associates graphical markups with the camera position is presented. The collaboration tool provides utilities to allow saving the graphical markups to the user's local disk, saving the graphical markups into a PDM system (either locally or remotely), and saving the entire collaboration session including graphical markups, notes, action items, etc. When saved to persistent storage, all the camera positions and all graphical markups associated with them are stored in the markup file. The saved markups/session can later be reloaded from the user's local disk or a PDM system as appropriate. When a session is loaded into the collaboration session, all of the camera positions and associated graphical markups from the saved session are then accessible, allowing simple viewing of the results of the session, continuation-of-work, or asynchronous collaboration.