Patent ID: 9542259
Date: 2017-01-10
CPC Classifications: G06F

Claim:
1. A computer-implemented method, comprising: receiving, by a processor, a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues; receiving, by the processor, user-provided textual information describing an incident on an end-user computing device; parsing, by the processor, the user-provided textual information to identify keywords; matching the keywords in the user-provided textual information with an identified knowledge object or key performance indicator; performing, by the processor, a diagnostic check using one or more of the diagnostic scripts, each of the one or more diagnostic scripts including a set of instructions used to identify at least one technical issue corresponding to the incident on the end-user computing device; and applying and executing, by the processor, at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.