Error detection/correction and fault detection/recovery – Data processing system error or fault handling – Reliability and availability
Reexamination Certificate
2011-08-09
2011-08-09
Duncan, Marc (Department: 2113)
Error detection/correction and fault detection/recovery
Data processing system error or fault handling
Reliability and availability
C379S009020, C379S009030
Reexamination Certificate
active
07996729
ABSTRACT:
A method and system for automatically generating a helpdesk ticket when a remote rendering device possesses a series of customer resolvable events within a time period. The helpdesk ticket can be moved into an active state when an alert associated with the customer resolvable events is triggered and the ticket can be moved into a passive state when the alert is no longer triggered for the predefined time period. The helpdesk ticket can be retained in the active state if the fault condition detected for a defined number of times without being out of that state for the predefined time period. A device management module sends a notification indicative on each change of the state associated with the rendering device to a helpdesk unit. The device management module can also reset the time period between alerts if the problem occurs infrequently and the ticket can be automatically closed.
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Reitz Jeremy Lee
Scrafford Matthew
Duncan Marc
Lopez Kermit D.
Ortiz Luis M.
Soules Kevin
Xerox Corporation
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