Helpdesk system and method

Details Helpdesk system and method Helpdesk system and method

2006-07-04

2006-07-04

Beausoliel, Robert (Department: 2161)

Error detection/correction and fault detection/recovery

Data processing system error or fault handling

Reliability and availability

C714S026000, C714S033000, C714S057000, C705S016000

Reexamination Certificate

active

07073093

ABSTRACT:
A remote central helpdesk for a plurality of POS appliances includes a diagnostics engine which, on input of a reported problem, executes a series of manual and automated queries in a sequence determined by a decision tree and by the answers to the queries. The diagnostics engine displays the queries on a display, and prompts the helpdesk operator to answer those queries which require a manual input. Automatic queries are executed by the helpdesk computer which interrogates the POS appliance for any necessary data. The diagnostics engine makes the problem-solving visible to the helpdesk operator, and helps the operator to understand their job and the possible reasons why problems might occur.

REFERENCES:
patent: 5367667 (1994-11-01), Wahlquist et al.
patent: 5983197 (1999-11-01), Enta
patent: 6604141 (2003-08-01), Ventura
patent: 2002/0112052 (2002-08-01), Brittingham et al.

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