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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. 发明申请

US20080126110A1 Integrated software support for a distributed business application with seamless backend communications 有权
标题翻译：集成软件支持具有无缝后端通信的分布式业务应用程序
公开(公告)号：US20080126110A1
公开(公告)日：2008-05-29
申请号：US11604457
申请日：2006-11-27
申请人： Tilmann Haeberle , Lilia Kotchanovskaia , Thomas Schneider , Uta Prigge , Alexander Gerber , Sebastian Pulkowski , Jan Jansen , Dorothea Hoefler , Herbert Stegmueller , Karolin Laicher
发明人： Tilmann Haeberle , Lilia Kotchanovskaia , Thomas Schneider , Uta Prigge , Alexander Gerber , Sebastian Pulkowski , Jan Jansen , Dorothea Hoefler , Herbert Stegmueller , Karolin Laicher
IPC分类号： G06Q99/00 , G06F11/07
CPC分类号： G06F9/542 , G06F11/2257
摘要： The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.
摘要翻译：本公开提供用于支持分布式业务应用的集成软件，包括在媒体上体现的计算机可读指令。集成支持软件可以自动监控分布式业务应用程序的潜在事件。它还有助于基于自动监控的分布式业务应用程序和远程支持模块之间的连续数据交换，以及与分布式业务应用程序中的多个服务相关联的协议中的通信以及针对这些服务的多个事件。在识别潜在事件后，该软件在分布式业务应用程序中提供集成事件管理，并为分布式业务应用程序提供一个或多个已识别事件的软件维护管理。

5. 发明授权

US08112747B2 Integrated software support for a distributed business application with seamless backend communications 有权
标题翻译：集成软件支持具有无缝后端通信的分布式业务应用程序
公开(公告)号：US08112747B2
公开(公告)日：2012-02-07
申请号：US11604457
申请日：2006-11-27
申请人： Tilmann Haeberle , Lilia Kotchanovskaia , Thomas Schneider , Uta Prigge , Alexander Gerber , Sebastian Pulkowski , Jan Jansen , Dorothea Hoefler , Herbert Stegmueller , Karolin Laicher
发明人： Tilmann Haeberle , Lilia Kotchanovskaia , Thomas Schneider , Uta Prigge , Alexander Gerber , Sebastian Pulkowski , Jan Jansen , Dorothea Hoefler , Herbert Stegmueller , Karolin Laicher
IPC分类号： G06F9/44 , G06F9/445 , G06F15/173
CPC分类号： G06F9/542 , G06F11/2257
摘要： The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.
摘要翻译：本公开提供用于支持分布式业务应用的集成软件，包括在媒体上体现的计算机可读指令。集成支持软件可以自动监控分布式业务应用程序的潜在事件。它还有助于基于自动监控的分布式业务应用程序和远程支持模块之间的连续数据交换，以及与分布式业务应用程序中的多个服务相关联的协议中的通信以及针对这些服务的多个事件。在识别潜在事件后，该软件在分布式业务应用程序中提供集成事件管理，并为分布式业务应用程序提供一个或多个已识别事件的软件维护管理。

6. 发明申请

US20100070289A1 Architectural Design for Embedded Support Application Software 有权
标题翻译：嵌入式支持应用软件的架构设计
公开(公告)号：US20100070289A1
公开(公告)日：2010-03-18
申请号：US12233087
申请日：2008-09-18
申请人： Tilmann Haeberle , Berthold Wocher
发明人： Tilmann Haeberle , Berthold Wocher
IPC分类号： G06Q10/00 , G06F15/16 , G06F9/44
CPC分类号： G06F9/546 , G06Q10/0637 , G06Q10/10 , G06Q10/20 , G06Q30/016
摘要： Methods, systems, and apparatus, including computer program products, for implementing a software architecture design for a software application implementing embedded support. The application is structured as multiple process components interacting with each other through service interfaces, and multiple service operations, each being implemented for a respective process component. The process components include, for example, a Support Request Processing process component that handles a request reflecting the initial inquiry to clarify and solve an incident during the operations of an IT system and a Software Problem Reporting process component that handles the collection and reporting of context data in the IT system.
摘要翻译：方法，系统和设备，包括计算机程序产品，用于实现软件应用程序的软件架构设计，实现嵌入式支持。应用程序被构造为通过服务接口彼此交互的多个进程组件，以及针对相应进程组件实现的多个服务操作。过程组件包括例如支持请求处理过程组件，其处理反映初始询问的请求，以在IT系统的操作期间澄清和解决事件以及处理上下文的收集和报告的软件问题报告过程组件 IT系统中的数据。

7. 发明授权

US08380549B2 Architectural design for embedded support application software 有权
标题翻译：嵌入式支持应用软件的架构设计
公开(公告)号：US08380549B2
公开(公告)日：2013-02-19
申请号：US12233087
申请日：2008-09-18
申请人： Tilmann Haeberle , Berthold Wocher
发明人： Tilmann Haeberle , Berthold Wocher
IPC分类号： G06F17/50 , G06F9/44 , G06Q10/00
CPC分类号： G06F9/546 , G06Q10/0637 , G06Q10/10 , G06Q10/20 , G06Q30/016
摘要： Methods, systems, and apparatus, including computer program products, for implementing a software architecture design for a software application implementing embedded support. The application is structured as multiple process components interacting with each other through service interfaces, and multiple service operations, each being implemented for a respective process component. The process components include, for example, a Support Request Processing process component that handles a request reflecting the initial inquiry to clarify and solve an incident during the operations of an IT system and a Software Problem Reporting process component that handles the collection and reporting of context data in the IT system.
摘要翻译：方法，系统和设备，包括计算机程序产品，用于实现软件应用程序的软件架构设计，实现嵌入式支持。应用程序被构造为通过服务接口彼此交互的多个进程组件，以及针对相应进程组件实现的多个服务操作。过程组件包括例如支持请求处理过程组件，其处理反映初始询问的请求，以在IT系统的操作期间澄清和解决事件以及处理上下文的收集和报告的软件问题报告过程组件 IT系统中的数据。

8. 发明申请

US20070174731A1 Contextual enterprise software support tools 审中-公开
标题翻译：上下文企业软件支持工具
公开(公告)号：US20070174731A1
公开(公告)日：2007-07-26
申请号：US11322799
申请日：2005-12-30
申请人： Tilmann Haeberle , Michael Kloeffer , Berthold Wocher
发明人： Tilmann Haeberle , Michael Kloeffer , Berthold Wocher
IPC分类号： G06F11/00
CPC分类号： G06F11/0793 , G06F11/0748 , G06Q10/06
摘要： A key user for responding to support requests may receive an incident message triggered by an end user. The incident message includes user-generated input data and collected context data both characterizing a state of a computing system. The context data may be associated with a subset of a plurality of solutions to the incident message. Thereafter, information characterizing the subset of the plurality of solutions may be presented to the key user. Related apparatuses, methods, computer program products, and computer systems are also described.
摘要翻译：用于响应支持请求的关键用户可以接收由最终用户触发的事件消息。事件消息包括用户生成的输入数据和收集的上下文数据，其表征计算系统的状态。上下文数据可以与事件消息的多个解的子集相关联。此后，可以向密钥用户呈现表征多个解的子集的信息。还描述了相关装置，方法，计算机程序产品和计算机系统。

10. 发明授权

US08959063B2 Managing incident reports 有权
标题翻译：管理事件报告
公开(公告)号：US08959063B2
公开(公告)日：2015-02-17
申请号：US13622676
申请日：2012-09-19
申请人： Tilmann Haeberle , Herbert Stegmueller
发明人： Tilmann Haeberle , Herbert Stegmueller
IPC分类号： G06F17/00 , G06F17/30
CPC分类号： G06F17/3015 , G06F11/0709 , G06F11/0766 , G06F17/30489 , G06F17/30994
摘要： The present disclosure describes methods, systems, and computer program products for managing incident reports can include receiving alert messages from multiple tenants and aggregating the alert messages into a reduced, correlated incident reports. For example, the method includes receiving, from a number of tenants, alert reports that represent at least one system alert incident associated with the tenants. The alert reports can be collected and analyzed for duplicate reports. The analysis for duplicate reports can include identifying a number of duplicate alert reports and correlating each identified duplicate alert reports into a correlated incident report. The correlated incident report can be aggregated into a summarized incident report for processing.
摘要翻译：本公开描述了用于管理事件报告的方法，系统和计算机程序产品可以包括从多个租户接收警报消息并将警报消息聚合成减少的相关事件报告。例如，该方法包括从多个租户接收表示与租户相关联的至少一个系统警报事件的报告。可以收集和分析警报报告重复的报告。重复报告的分析可以包括识别一些重复的警报报告，并将每个识别的重复警报报告与相关的事件报告相关联。相关事件报告可以汇总到一个汇总的事件报告中进行处理。

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