Patent ID: 9508062
Filing Date: 2016-11-29
CPC Classification: G06Q

Claim Text:
1. A computer implemented method, comprising: executing computer instructions on a problem management computer system to perform the steps of: creating a problem management record profile from information provided in a problem management record, wherein the information provided includes one or more characteristics of a client computer system and one or more symptoms of a problem with the client computer system; comparing the problem management record profile to one or more profiles of previously resolved problem management records to find a previously resolved problem management record profile having at least one term matching a term in the problem management record profile; contrasting, where a matching profile is found, information used to obtain a solution to a problem of a previously resolved problem management record to the information provided in the problem management record; identifying, in response to the contrasting, additional information, the additional information being the information used to obtain a solution to the problem of the previously resolved problem management record which is not provided in the information provided in the problem management record; and collecting the additional information for the client computer system, wherein collecting includes searching documentation of the client computer system.