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: A method of and system for troubleshooting a first computer system using a second computer system having a processor and a memory storing an electronic document including troubleshooting information and storing a set of troubleshooting commands for execution by the first computer system is described. The troubleshooting command set is related to the troubleshooting information contained in the electronic document. A method of generating an electronic document including troubleshooting information and a set of troubleshooting commands for execution by a first computer system is also described.

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 computer service system uses trend-data software repeatedly to collect status data describing a serviced computer system. The result tend data can be analyzed to provide solutions that can reduce the likelihood of faults and to help pinpoint their causes when they do occur.

Abstract: An entitlement system provides for automated entitlement verification for plural vendor services provided to customers. When registering with the entitlement system, each service can specify a respective entitlement-verification rule as well as a respective entitlement reconciliation procedure to be applied in the event verification fails. The entitlement system provides for asynchronous notification to a customer of a reconciliation process (specified by the respective entitlement-reconciliation procedure). If reconciliation succeeds, the requested service can be performed without requiring the customer to resubmit the request. For security purposes, the verification function that determines the initial entitlement result can be behind a firewall through which it must communicate with a reconciliation function that manages the reconciliation procedure.

Abstract: In one embodiment, a method of delivering documents that accompany an electronic mail includes the steps of receiving an electronic mail, removing a document attached to the electronic mail, providing in the electronic mail a link that leads to a storage location for the document, and sending the electronic mail to a recipient. Among other advantages, this allows the recipient to receive the electronic mail without the document and, if the recipient wants, to retrieve the document from the storage location at a later time. The link to the storage location may be posted on a web page, with the link of the web page being included in the electronic mail.

Abstract: Agent server software provides for simple workflow relationships among message-initiated tasks. The agent software runs as a Java J2EE application and supports software agents, each of which incorporates a message-driven bean. A required invoker agent accepts Java Messaging Service (JMS, original or as-translated from HTTP) messages requesting a goal to be accomplished. The invoker agent checks an agent-configuration file to identify an agent that can accomplish the goal; if the identified agent has prerequisites that are not met by the contents of the request, the invoker agent can invoke intermediate agents to fulfill the requirements. An intermediate agent can invoke the goal-fulfilling agent once all its prerequisites are met. Each request and each agent invocation is recorded in an agent-server database so that progress is tracked and so retries and recovery can be achieved in the event of a failure or fault.