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DEPLOYING PACKAGED TROUBLESHOOTING TOOLS IN A REMOTE COLLABORATIVE SUPPORT SESSION

IP.com Disclosure Number: IPCOM000241248D
Publication Date: 2015-Apr-08
Document File: 8 page(s) / 560K

Publishing Venue

The IP.com Prior Art Database

Related People

Rama Darbha: AUTHOR [+4]

Abstract

A system and method are presented to push troubleshooting applications/tools (and associated) Intellectual Capital to a customer's computing device, sandboxed and protected within a collaborative/online conference desktop sharing session. The application tools to gather the networking data are stored in the cloud as prepackaged applications ready for deployment through the support session. The customer support engineer is capable of selecting the appropriate prepackaged application and pushing its deployment to the client/remote session. This prepackaged application is pushed to the client through a secure session that is established for the remote support session. The prepackaged application would run within the execution space of the support session that is already running on the client/remote machine. This allows greater flexibility in gathering data as the remote user is not required to install any further applications onto the remote machine.

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DEPLOYING PACKAGED TROUBLESHOOTING TOOLS IN A REMOTE COLLABORATIVE SUPPORT SESSION

AUTHORS:

  Rama Darbha Magnus Mortensen Jay Johnston David White

CISCO SYSTEMS, INC.

ABSTRACT

    A system and method are presented to push troubleshooting applications/tools (and associated) Intellectual Capital to a customer's computing device, sandboxed and protected within a collaborative/online conference desktop sharing session. The application tools to gather the networking data are stored in the cloud as prepackaged applications ready for deployment through the support session. The customer support engineer is capable of selecting the appropriate prepackaged application and pushing its deployment to the client/remote session. This prepackaged application is pushed to the client through a secure session that is established for the remote support session. The prepackaged application would run within the execution space of the support session that is already running on the client/remote machine. This allows greater flexibility in gathering data as the remote user is not required to install any further applications onto the remote machine.

DETAILED DESCRIPTION

     While network administrators may be familiar with the tools used to setup and manage their networks, they often lack basic tools used to diagnose and identify problems in their networks. When network administrators work with network support engineers via a live troubleshooting session (utilizing online desktop-sharing during, for example, a WebEx┬« conference session) very often the troubleshooting process must temporarily halt because customer support engineer requires the customer to download and install

Copyright 2015 Cisco Systems, Inc.

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these basic diagnostic tools on their local desktop machines so that troubleshooting can proceed.

    If the required tools cannot be downloaded and installed on the network administrator's computer, this then requires network data (configurations/telemetry/ analytics/large packet captures) to be pushed to the cloud and the investigation performed there. Moving these large files is cumbersome and takes time, which lengthens the troubleshooting process and adds significant cost to the businesses and the service provider.

    Presented herein is a system and method that greatly enhances the capabilities provided by common collaborative web support sessions. The intent is for network support personnel (but could obviously be applied to computer support as well) to have all the tools they need at their disposal within a shared support session, but available to be run from the customer's desktop. Of notable importance is the ability for those tools to be unique (or contain Intellectual Property of a tool developing company) which one would not want the participant in the support session to get permanent access to, but which need to be utilized within the constructs of the shared support session, and for the tool to no longer be available when the support s...