Abstract: Embodiments described herein are generally directed to integration of multiple services across multiple clouds within a unified IAM control plane. According to an example, an MSP provides (i) a user interface through which users of multiple tenants are able to configure permissions for and access multiple resources of a set of services associated with a hybrid cloud; and (i) a unified IAM control plane across the set of services, each of which potentially uses a different IAM protocol or scheme. A centralized IAM service is maintained by the MSP containing information regarding the permissions for the resources. Multiple service integrations for the set of services are supported by the MSP, including providing a first set of APIs that facilitate a direct integration with the unified IAM control plane in which the centralized IAM service maintains access control information for resources associated with a first service of the set of services.

Abstract: Embodiments described herein are generally directed to integration of multiple services across multiple clouds within a unified IAM control plane. According to an example, an MSP provides (i) a user interface through which users of multiple tenants are able to configure permissions for and access multiple resources of a set of services associated with a hybrid cloud; and (i) a unified IAM control plane across the set of services, each of which potentially uses a different IAM protocol or scheme. A centralized IAM service is maintained by the MSP containing information regarding the permissions for the resources. Multiple service integrations for the set of services are supported by the MSP, including providing a first set of APIs that facilitate a direct integration with the unified IAM control plane in which the centralized IAM service maintains access control information for resources associated with a first service of the set of services.

Abstract: Embodiments described herein are generally directed to integration of multiple services across multiple clouds within a unified IAM control plane. According to an example, an MSP provides (i) a user interface through which users of multiple tenants are able to configure permissions for and access multiple resources of a set of services associated with a hybrid cloud; and (i) a unified IAM control plane across the set of services, each of which potentially uses a different IAM protocol or scheme. A centralized IAM service is maintained by the MSP containing information regarding the permissions for the resources. Multiple service integrations for the set of services are supported by the MSP, including providing a first set of APIs that facilitate a direct integration with the unified IAM control plane in which the centralized IAM service maintains access control information for resources associated with a first service of the set of services.

Abstract: According to one embodiment of the present invention, there is provided apparatus for obtaining resolution information related to an incident report related to a monitored object in an IT infrastructure comprising: an incident report analyser for identifying an object identified in the report relevant to the incident and for identifying for that object an external resolution resource; an incident dispatcher for dispatching at least a portion of the received incident report to the identified external resolution resource; and an incident manager for receiving resolution information concerning the dispatched incident report from the external resource.

Abstract: Polling is disclosed. A client rule set, associated with a service level, is provided. Based upon the client rule set, a polling interval for a request type is determined. A message associated with the request type is provided, and a server is polled with the message in accordance with the polling interval. A response to the message is received, and the polling interval is adjusted.

Abstract: A system and method are provided for customer support. The system may include an authentication application configured to receive a user's login. An authentication database can be provided that contains user security information and support contract data. The authentication application can identify a support access level based on the user security information as combined with the support contract data from the authentication database. A support application can be configured to supply defined deliverables based on the support access level linked to the support user under the support contract.

Abstract: Various system and method embodiments are disclosed that include using a first node to receive messages including error information from a plurality of client computers via a computer network. Recommendations for resolving errors associated with the error information are made available to the client computers via the computer network.

Abstract: The present invention provides restaurant management method in which a customer operates a computing device to make requests. A waiter can fulfill the request on the next visit to the customer's table, instead of having to visit the table first to obtain the request and requiring a second visit to fulfill the request.

Abstract: An automated email system configured to perform an email task with respect to a recipient on behalf of an application. The email system includes a recipient data engine configured to obtain specific recipient data pertaining to the recipient responsive to a request from the application to perform the email task. The email system further includes a message resource file directory (MRFD) configured to provide a message resource file (MRF) that is specific at least to the email task and the application. The MRF is configured to generate a customized email that is customized for the recipient based on the specific recipient data. The customized email is customized in at least one of a first customized manner and a second customized manner, the first customized manner representing locale customization, the second customized manner representing content customization.

Abstract: A Java-enabled computer system (AP1) hosts an application server (11) and a database (13). The application server hosts an agent server (15), a database access layer (17), and a servlet container (19). The agent server hosts a set of software agents (AGI, AGR, AG1, AG2 . . . AGN) for responding to customer requests. The agents can be invoked in series to meet a customer request. When one of the agents fails, an administrator is notified. The administrator can access an administration console (30) using a browser (43). From the administration console, the administrator can edit the request and resubmit it directly to the agent suffering the failure without re-invoking preceding agents that completed their services successfully.

Abstract: A method for adjusting voice levels of participants in a teleconference that involves a plurality of teleconference stations is disclosed. The method includes receiving a first audio input from one of the teleconference stations. The method further includes electronically ascertaining whether a volume of the first audio input is acceptable. If the volume of the first audio input is unacceptable, the method includes indicating to one of the participants via the one of the teleconference stations that the volume of the first audio input is unacceptable. Such indicating is performed in a manner that is substantially transparent to at least another of the participants.

Abstract: A computer-implemented method, in a given computer, of identifying at least one current speaker among at least three participants of a network-based collaborating system. The participants collaborate using a plurality of computers. The method includes receiving a first speech event signal at the given computer, the first speech event signal being generated by a first computer of the plurality of computers, the first speech event signal being generated responsive to voice input by a user of the first computer. The method further includes identifying, using the given computer and responsive to the receiving the first speech event signal from the first computer, to a user of the given computer an identity of a user of the first computer as a first current speaker.

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: 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: 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.