Patent ID: 7475815
Filing Date: 2009-01-13
Classification: G06F

Abstract:
1. A method comprising: creating a ticket, automatically collecting technical and context data about a session on a computer and storing the data in the ticket; comparing data in the ticket with attributes of a plurality of support notes; responsive to the comparison, eliminating support notes as candidates that have attributes which are inconsistent with the ticket data; performing a statistical analysis of the support notes remaining after the elimination to identify a dominant attribute not addressed in the ticket data; responsive to the statistical analysis, outputting a question associated with the dominant attribute, and adding an answer received to the question to the ticket data; thereafter, repeating the comparing, eliminating, performing, outputting, and adding, until either a result is reached or no candidate note remains; and outputting said result, if a result is reached, wherein each support note is associated with a problem, a solution, and a plurality of attributes.