Automated Problem Reporting
Original Publication Date: 1989-Nov-01
Included in the Prior Art Database: 2005-Jan-29
Electronic Customer Support in the AS/400* system uses a problem reporting architecture that allows a dialog between AS/400 system and RETAIN, a database comprising potential computer-related problems and their possible solutions, to determine if a similar problem exists in the RETAIN database. The architecture allows the application in RETAIN to determine the level of the Licensed Internal Code and software on AS/400 system so that the fix package generated is tailored to the calling system. Once the fixes required to solve the problem are isolated, the architecture supports the transmission of the fixes to the AS/400 system. The associated cover letters are also transmitted to the AS/400 system in the national language defined by the user.