Patent ID: 6999990

Claim:
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that comprises a history, wherein the history comprises description of a problem and a resolution of the problem, wherein the history further comprises a first plurality of telemetry items generated as a result of executing a first map against a first machine; during a guided self-help session, generating a second plurality of telemetry items as a result of executing a second map against a second machine; upon escalation to a second live help session following the guided self-help session, comparing each telemetry item of the first plurality of telemetry items with one or more items of the second plurality of telemetry items; and if a telemetry item of the first plurality of telemetry items compares equally with a telemetry item of the second plurality of telemetry items, presenting at least one of the first plurality of telemetry items in the journal on a third machine during the second live help session.