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1. 发明申请

US20070162485A1 Generating contextual support requests 有权
标题翻译：生成上下文支持请求
公开(公告)号：US20070162485A1
公开(公告)日：2007-07-12
申请号：US11322797
申请日：2005-12-30
申请人： Tilmann Haeberle , Lilia Kotchanovskaia , Zoltan Nagy , Berthold Wocher , Juergen Subat
发明人： Tilmann Haeberle , Lilia Kotchanovskaia , Zoltan Nagy , Berthold Wocher , Juergen Subat
IPC分类号： G06F7/00
CPC分类号： G06Q10/10
摘要： User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.
摘要翻译：可以接收用户生成的输入以发起与具有需要支持的多层架构的计算系统的事件相关联的消息的生成。此后，可以从计算系统的至少两个层中的每一层收集与一个或多个操作参数相关联的上下文数据。然后可以在用户生成的输入的至少一部分和所收集的上下文数据的至少一部分上生成消息。还描述了相关装置，方法，计算机程序产品和计算机系统。

2. 发明授权

US08527542B2 Generating contextual support requests 有权
标题翻译：生成上下文支持请求
公开(公告)号：US08527542B2
公开(公告)日：2013-09-03
申请号：US11322797
申请日：2005-12-30
申请人： Tilmann Haeberle , Lilia Kotchanovskaia , Zoltan Nagy , Berthold Wocher , Juergen Subat
发明人： Tilmann Haeberle , Lilia Kotchanovskaia , Zoltan Nagy , Berthold Wocher , Juergen Subat
IPC分类号： G06F17/30 , G06F7/00
CPC分类号： G06Q10/10
摘要： User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.
摘要翻译：可以接收用户生成的输入以发起与具有需要支持的多层架构的计算系统的事件相关联的消息的生成。此后，可以从计算系统的至少两个层中的每一层收集与一个或多个操作参数相关联的上下文数据。然后可以在用户生成的输入的至少一部分和所收集的上下文数据的至少一部分上生成消息。还描述了相关装置，方法，计算机程序产品和计算机系统。

3. 发明申请

US20070164849A1 Enterprise software with contextual support 审中-公开
标题翻译：具有上下文支持的企业软件
公开(公告)号：US20070164849A1
公开(公告)日：2007-07-19
申请号：US11322623
申请日：2005-12-30
申请人： Tilmann Haeberle , Lilia Kotchanovskaia , Juergen Subat , Berthold Wocher , Thomas Schneider , Michael Kloeffer , Feng Jin , Sebastian Pulkowski
发明人： Tilmann Haeberle , Lilia Kotchanovskaia , Juergen Subat , Berthold Wocher , Thomas Schneider , Michael Kloeffer , Feng Jin , Sebastian Pulkowski
IPC分类号： G08B5/22 , H04Q1/30
CPC分类号： G06Q10/06
摘要： An incident message, including user-generated input data and collected context data both characterizing a state of a computing system may be received. Thereafter, the incident message may be assigned and routed to a key user based on the context data. The key user may then initiate an implementation of a solution to the incident message causing a solution message to be routed to the end user to notifying the end user of a solution to the incident message. Related apparatuses, methods, computer program products, and computer systems are also described.
摘要翻译：可以接收包括表征计算系统的状态的用户生成的输入数据和收集的上下文数据的事件消息。此后，可以基于上下文数据将事件消息分配并路由到密钥用户。然后，关键用户可以启动对事件消息的解决方案的实现，导致解决方案消息被路由到最终用户以通知最终用户对事件消息的解决方案。还描述了相关装置，方法，计算机程序产品和计算机系统。

4. 发明授权

US07930681B2 Service and application management in information technology systems 有权
标题翻译：信息技术系统中的服务和应用管理
公开(公告)号：US07930681B2
公开(公告)日：2011-04-19
申请号：US11322946
申请日：2005-12-30
申请人： Michael Kloeffer , Stefan Krimmel , Juergen Subat , Uwe Erdtmann , Matthias Mueller , Lee Downham
发明人： Michael Kloeffer , Stefan Krimmel , Juergen Subat , Uwe Erdtmann , Matthias Mueller , Lee Downham
IPC分类号： G06F9/44 , G06F11/00 , G06F3/00 , G06F9/46 , G06F13/00
CPC分类号： G06F8/65 , G06Q10/06
摘要： Systems and techniques for managing services and applications of a client system, such as an enterprise computer system, reduce the operational workload and optimize daily support process by deliverying embedded services in client system with direct connection of services into a back-end system so that back-end system processes can analyze client system information and provide detailed reports and analyses and with continuous (or regular) data exchange between client system and backend system to ensure efficient client system software processes. The embedded services can include support, operation, change and deploy, and plan and optimize services. The output of at least one of these services can be pushed to and displayed in a graphical user interface. A fact sheet provided with he graphical user interface contains on one page all the information that is needed to clearly show who is responsible for handling information technology problems, incidents, tasks, and service requests.
摘要翻译：用于管理诸如企业计算机系统之类的客户端系统的服务和应用的系统和技术通过将客户端系统中的嵌入式服务交付到后端系统中直接连接服务来减少操作工作量并优化日常支持流程 -end系统进程可以分析客户端系统信息，并提供详细的报告和分析以及客户端系统和后端系统之间的连续（或定期）数据交换，以确保高效的客户端系统软件流程。嵌入式服务可以包括支持，操作，更改和部署，以及计划和优化服务。可以将这些服务中的至少一个的输出推送到图形用户界面中并显示。提供图形用户界面的情况说明书包含一页所需的所有信息，以清楚地显示负责处理信息技术问题，事件，任务和服务请求的人员。

5. 发明申请

US20070168874A1 Service and application management in information technology systems 有权
标题翻译：信息技术系统中的服务和应用管理
公开(公告)号：US20070168874A1
公开(公告)日：2007-07-19
申请号：US11322946
申请日：2005-12-30
申请人： Michael Kloeffer , Stefan Krimmel , Juergen Subat , Uwe Erdtmann , Matthias Mueller , Lee Downham
发明人： Michael Kloeffer , Stefan Krimmel , Juergen Subat , Uwe Erdtmann , Matthias Mueller , Lee Downham
IPC分类号： G06F3/048
CPC分类号： G06F8/65 , G06Q10/06
摘要： Systems and techniques for managing services and applications of a client system, such as an enterprise computer system, reduce the operational workload and optimize daily support process by deliverying embedded services in client system with direct connection of services into a back-end system so that back-end system processes can analyze client system information and provide detailed reports and analyses and with continuous (or regular) data exchange between client system and backend system to ensure efficient client system software processes. The embedded services can include support, operation, change and deploy, and plan and optimize services. The output of at least one of these services can be pushed to and displayed in a graphical user interface. A fact sheet provided with he graphical user interface contains on one page all the information that is needed to clearly show who is responsible for handling information technology problems, incidents, tasks, and service requests.
摘要翻译：用于管理诸如企业计算机系统之类的客户端系统的服务和应用的系统和技术通过将客户端系统中的嵌入式服务交付到后端系统中直接连接服务来减少操作工作量并优化日常支持流程 -end系统进程可以分析客户端系统信息，并提供详细的报告和分析以及客户端系统和后端系统之间的连续（或定期）数据交换，以确保高效的客户端系统软件流程。嵌入式服务可以包括支持，操作，更改和部署，以及计划和优化服务。可以将这些服务中的至少一个的输出推送到图形用户界面中并显示。提供图形用户界面的情况说明书包含一页所需的所有信息，以清楚地显示负责处理信息技术问题，事件，任务和服务请求的人员。

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