Browse Prior Art Database

Method of providing non disruptive secure support assistance for user interfaces

IP.com Disclosure Number: IPCOM000033304D
Original Publication Date: 2004-Dec-06
Included in the Prior Art Database: 2004-Dec-06
Document File: 2 page(s) / 41K

Publishing Venue

IBM

Abstract

Method allowing support persons to view exactly what the user is seeing on a GUI without access or security risk

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 52% of the total text.

Page 1 of 2

Method of providing non disruptive secure support assistance for user interfaces

Provides a system such that a customer can make a copy of the current object cache (or similar container that has all that is required in it to be able to view the same information as the user of the GUI) and copy this image to a support person, who can then run a stand-alone version of the User Interface, allowing them to view to same imformation that the customer sees. The advantage is that the support personnel immediately have the customers context available, and can direct the customer within this context.The problem is that support personnel are generally relying on what the customer tells them in E-mail, and via telephone conversaitions the information is interpreted by these methods, and becomes distorted, or indeed is out of date (when using dump methods of providing information to the support teams, dumps methods are also generally disruptive to the system).

    The advantage is that support can see exactly what the customer sees, and can interpret the view with expert knowledge, without any distortion.

    Also there is no risk of the support person doing something that the customer cannot understand or should not have occured, and indeed the support persons do not need direct access to the users system.

    In many cases user interface software provides a method of "naming" objects these names would typically become the preferred name for an object, and might be used by the customer to describe the problem. These names would be available to the support team, using this method, this also provides an advantage to both customer and support, as they are in effect "talking the same language"

Typical support teams would do one of 2 things:
1. Ask the customer to "take a dump" of the all the system information, which is generally a disruptive event, giving a V...