Abstract: A system suited to self-troubleshooting includes a processor which identifies normalized forms of at least some of the words of a natural language user query input by a user. The user query may describe a problem experienced with a machine, such as a printer. The processor retrieves text strings which may comprise problem statements stored in memory. Each retrieved problem statement includes at least one word with a normalized form which is recognized by the processor as being equivalent to one of the identified normalized forms. Each of the retrieved problem statements may be associated with at least one solution sequence for addressing the problem with the machine. In the event that the stored problem statements in memory are not fully responsive, the processor provides one or more options for refinement of the user query based on tags associated with those words of the problem statements which are responsive.

Abstract: A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.

Abstract: A computer retrieval system includes memory which stores instructions for (1) receiving a user query in a natural language, (2) identifying text strings from an associated knowledge base, each containing at least one expression (word or multi-word expression) which is matched with at least one expression of the user query, (3) refining the user query by representing at least a group of the text strings as a navigation tree in which each of a plurality of selectable nodes comprises an expression representative of at least one syntactic unit in at least one of the identified text strings and wherein relationships between syntactic units are used in structuring the nodes of the navigation tree, and (4) retrieving text from the knowledge base related to the refined query. A processor executes the instructions.

Abstract: A communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user.

Abstract: A constraint solver is encapsulated in a service adapted to participate in a negotiation. In operation, the system constructs a graph in its memory for negotiating a set of actions to be performed by selected ones of a plurality of participants. Each node of the graph defines a negotiation context that has associated therewith a constraint store with at least a set of domain constraints stored therein that limit during the negotiation a set of semantic constraints of the service on variables of the constraint solver.

Abstract: A method for assisting a user to connect a problem with a device, such as a printer includes extracting, from records comprising user actions on the device, string of user actions on the device. The string of user action is compared with at least one predetermined sequence of user actions for correction of predefined problem with the device. Based on the comparison, an evaluation is made as to whether at least one prior user has attempted the predetermined sequence and, if so, a procedure is implemented to avoid a user repeating the prior attempt.

Abstract: A system and method enable semi-automated generation of query expansion rules for searching a knowledge base. Candidate synonymy pairs are automatically extracted from queries made by users when searching a knowledge base. Synonymy rules are defined, based on the extracted candidate synonymy pairs, and may be context dependent. Query expansion rules based on the defined synonymy rules can then be exported to a storage medium for use in expansion of new user queries when searching the knowledge base.

Abstract: A time-to-collect measure is disclosed which may be used in generating a model for predicting an expected time-to-collect for print jobs. In the case of incomplete data, an algorithm recovers an optimal assignment of links between submission and collection events which allows a time to collect to be computed for one or more prior print jobs. A printing system may incorporate a time-to-collect system for making decisions based on the measure, such as the scheduling of pending print jobs or planning placement of printers.

Abstract: A document management system includes one or more document repositories for storing documents and a document notification and delivery service (DNDS) for detecting documents pertaining to subjects that are stored in the document repositories. A plurality of workflow modules subscribe to the DNDS to receive documents identified that pertain to subscribed subjects. At least two workflow modules produce documents that are published to the document repositories. Further, a first workflow module publishes to one of the document repositories a first document which is detected by the DNDS and which pertains to at least one subscribed subject of a second workflow module. Subsequent to the publication of the first document by the DNDS to the one of the document repositories, the DNDS delivers the first document to the second workflow module that operates independent from the first workflow module to produce a second document.

Abstract: A method for assisting a user to develop a query in a natural language includes receiving a user's query in a natural language and, while the user's query is being entered, presenting a subset of ranked query suggestions from a collection of ranked query suggestions to the user as candidates for user queries. The subset is based on that portion of the user's query already entered. The query suggestions in the subset of query suggestions are presented according to their respective rankings in the collection. Each of the query suggestions in the collection is formulated to retrieve at least one responsive instance in the knowledge base. The rankings of the query suggestions in the collection are based at least in part on stored logs of prior user sessions in which user queries were input to a search engine for retrieving responsive instances from the knowledge base.

Abstract: A method for troubleshooting a problem with a device includes acquiring device data for the device, receiving a user's query concerning a device in a natural language, presenting possible refinements to at least a portion of the user's query for defining a problem statement, presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions.

Abstract: A plurality of components are specified to perform a negotiation, where each component is a participant, a coordinator, or both. Each component is provided with a conversion table that maps a set of parameters between invocation patterns instantiated by the participants. Each coordinator is provided with a negotiation graph that it modifies to coordinate its neighborhood of negotiation graphs, and each participant is provided with a negotiation graph that it modifies for each invocation pattern it instantiates. Two message types are sent between components that communicate directly with each other in each neighborhood of negotiation graphs. The two message types are sent between the components to collaboratively mirror their negotiation graphs using their conversion tables in each neighborhood of negotiation graphs so that each participant only views information concerning those aspects in its negotiation graph that relate to the parameters of the invocation patterns it instantiated.

Abstract: A negotiation is carried out between a plurality of participants. Each participant defines an invocation pattern. A set of coordinator parameters are attached to each invocation pattern, where the set of coordinator parameters define interdependencies between parameters of the plurality of participants that are shared across their invocation patterns. A graph is constructed to carry out the negotiation of a set of actions to be performed by selected ones of the plurality of participants, with nodes of a first node type that represents a negotiating context or a second node type that represents a decision point. The participants construct the graph with primitives instantiated by the invocation patterns. At least one node in the graph is a decision point that merges two or more negotiation contexts into a single decision point. The single decision point combines values of the parameters from the two or more negotiation contexts.

Abstract: A computer retrieval system includes memory which stores instructions for (1) receiving a user query in a natural language, (2) identifying text strings from an associated knowledge base, each containing at least one expression (word or multi-word expression) which is matched with at least one expression of the user query, (3) refining the user query by representing at least a group of the text strings as a navigation tree in which each of a plurality of selectable nodes comprises an expression representative of at least one syntactic unit in at least one of the identified text strings and wherein relationships between syntactic units are used in structuring the nodes of the navigation tree, and (4) retrieving text from the knowledge base related to the refined query. A processor executes the instructions.

Abstract: A method for assisting a user to correct a problem with a device, such as a printer includes extracting, from records comprising user actions on the device, a string of user actions on the device. The string of user actions is compared with at least one predetermined sequence of user actions for correction of a predefined problem with the device. Based on the comparison, an evaluation is made as to whether at least one prior user has attempted the predetermined sequence and, if so, a procedure is implemented to avoid a user repeating the prior attempt.

Abstract: A system suited to self-troubleshooting includes a processor which identifies normalized forms of at least some of the words of a natural language user query input by a user. The user query may describe a problem experienced with a machine, such as a printer. The processor retrieves text strings which may comprise problem statements stored in memory. Each retrieved problem statement includes at least one word with a normalized form which is recognized by the processor as being equivalent to one of the identified normalized forms. Each of the retrieved problem statements may be associated with at least one solution sequence for addressing the problem with the machine. In the event that the stored problem statements in memory are not fully responsive, the processor provides one or more options for refinement of the user query based on tags associated with those words of the problem statements which are responsive.

Abstract: A printing system includes printers capable of redirecting print jobs to one another. A negotiator associated with each printer negotiates print job redirections. If a printer is unable to execute a print job, the negotiator seeks to outsource the print job by communicating an outsource request to other negotiators. In formulating an outsource request, the negotiator utilizes one or more constraint services. A negotiator which receives the outsource request includes an insource mechanism which determines whether to make an offer in which the associated printer is to execute at least a portion of the print job to be outsourced. If negotiator determines to make the offer, the insource offer is communicated to the first negotiator. The negotiators may each contemporaneously conduct a plurality of negotiations for a particular print job to be outsourced and/or contemporaneously conduct a plurality of negotiations for different print jobs to be insourced.

Abstract: The visibility of shared documents in a collaborative recommender system is managed by analyzing both the document's substance and user actions that are performed on the document. The document's substance includes both metadata and content. User actions include both user ratings and semantic actions. The visibility of the shared documents is updated when either a user action or an event occurs.

Abstract: A communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user.

Abstract: The present invention provides a method to support the coordination of geographically distributed activities, e.g. printing and, in particular, a method for mixed human and computer-supported distributed scheduling of a task according to scheduling decisions within a plurality of workplaces. The workplaces are connected to each other and to a shared negotiation facility via a computer network. The method involves expressing a first scheduling decision by manual modification in a scheduling board within a first of said workplaces, recording said first scheduling decision and creating computer-readable first scheduling decision data. These first scheduling decision data are transferred via the computer network to the shared negotiation facility, where said task is negotiated by combining the first scheduling decision data with second scheduling decision data received from at least a second of said workplaces. Negotiation results are transferred to at least said first workplace.