Abstract: A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins in response to entry by a user of a problem area and description. In response, a diagnostic map is executed to explore the user's machine and the problem description. The map returns a self-help search string that, upon execution in a search engine, is expected to return relevant search results. The search string may then be executed to facilitate a guided self-help session.

Abstract: A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and/or execute certain actions with respect to the user's machine, all from the engineer's desktop.

Abstract: A method of balancing loads during data distribution in a managed network environment wherein at least one gateway machine services a plurality of endpoints. System management tasks include data distributions, which are normally initiated at the gateway and distributed to all managed endpoints. Load balancing is achieved by setting a load parameter for each subnet of each network path between the gateway machine and an endpoint machine serviced thereby. The load parameter is selectable and identifies an amount of network bandwidth that may be used by a particular data distribution over the segment. Prior to initiating a distribution, the effective load that a given subnet will “see” when the operation begins is then calculated. If that effective load for any subnet exceeds that subnet's respective load parameter, the data distribution rate is altered for the overall network path. This technique effectively balances network loads and makes more efficient use of resources.

Abstract: A method, system and computer program product for automated technical support in a computer network having a client machine and at least one server. The method begins by selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction. The diagnostic map encapsulates a set of one or more methods that, upon execution, explore the client machine and gather data. The diagnostic map is then executed by a diagnostic engine to generate a data set indicative of a current operating state of the client machine. This data set is forwarded from the client machine to the server for analysis. Based on the analysis performed at the server node, the data gathering process is repeated at the client machine, iteratively, until given information is available to a user of the client machine to correct the given technical problem.

Abstract: A method, system and computer program product for adaptive messaging in a computer network having a client machine and at least one server. Typically, the client machine is located behind a firewall. According to the invention, a communication from the server to the client may be “repackaged” in an e-mail message in the event a point-to-point connection between the server and the client cannot be established due to the firewall or some other network constraint. The client typically communicates with the server by the point-to-point connection. The technique is especially useful in an automated diagnostic method wherein users of client machines interact with a diagnostic system located at a server.

Abstract: A method, system and computer program product for automated technical support in a computer network having a client machine and at least one server. The method begins by selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction. The diagnostic map encapsulates a set of one or more methods that, upon execution, explore the client machine and gather data. The diagnostic map is then executed by a diagnostic engine to generate a data set indicative of a current operating state of the client machine. This data set is forwarded from the client machine to the server for analysis. Based on the analysis performed at the server node, the data gathering process is repeated at the client machine, iteratively, until given information is available to a user of the client machine to correct the given technical problem.

Abstract: A method and system are disclosed for displaying a graphical representation on a display screen of a data processing system in a manner that optimizes screen "real estate" and ease of information viewing. The graphical representation may be a tree hierarchy including a plurality of expandable and collapsible nodes. The method begins as the hierarchy is displayed within a primary display window on the display screen when the user selects a node to be expanded . In response, a first display region is output within the primary display window and includes a set of one or more subnodes associated with the selected node. If a first subnode in the first display region is then selected for expansion, a second display region is then output within the first display region, and the second display region in turn includes a set of one or more subnodes of the first subnode. This generation of new "nested" display regions then continues as the user continues to explore deeper into the tree hierarchy.

Abstract: A large scale system status map is displayed. The map is available to the user at the three different levels of detail. At the top level, the map shows a network of nodes displayed individually as contiguous pixels which are grouped into variable size regions. The regions are in turn grouped into clusters. The clusters are preferably displayed as geographically distinct shapes separated by white space. Each cluster will typically correspond to groups of networks within different buildings. Each cluster contains one or more regions indicated by the line-delimited squares of varying size; the regions will typically correspond to distinct groups of nodes such as node belonging to the same network or subnet.

Abstract: A large distributed enterprise includes computing resources that are organized into one or more managed regions, each region being managed by a management server servicing one or more gateway machines, with each gateway machine servicing a plurality of endpoint machines. A method of auditing software usage in the environment begins by deriving a count of a number of simultaneous method invocations of one or more application programs that occur in response to a system management task. The count is then used to determine whether an authorized number of copies of each application program within the managed region has been exceeded. This protocol obviates a dedicated licensing server.