Patent ID: 10241780

Abstract:
A system, method, and computer program product for facilitating troubleshooting of remote workstation issues reported by an end user to a technical support center analyst in an enterprise network. A plurality of remote workstation software support tools are encapsulated in a support center utility application. Upon receiving a call from an end user (also referred to as customer herein), the remote workstation name for the end user is entered into the support center utility application. This causes information for the remote workstation and end user to be presented to the analyst via a support center utility application interface. At least one encapsulated remote workstation software support tool is launched based on an issue reported by the end user, the tool being pre-populated with information for the remote workstation from the support center utility application interface. The launched remote workstation software support tool is utilized to perform at least one troubleshooting step to resolve the issue reported by the end user.