Patent ID: 6973620
Filing Date: 2005-12-06
Classification: G06F

Abstract:
1. A method in a data processing system for providing user support, the method comprising: initiating a support process between the data processing system and a server computer system by selecting a particular option on a desktop; said particular option being associated with a particular application for which support is needed; responsive to a selection by a user requesting real-time user support for said application, generating a request for the real-time user support for said application, the request including user support information and context information regarding the application; said user support information including information that is used to determine a level of support to be provided to said user; said context information including information about a configuration of said data processing system, said application, and an application transaction log in which are stored recent actions relating to said application; and sending the request to initiate a communications link for real-time user support.