Patent ID: 8359220

Claim:
A computer-implemented method of technical support routing among members of a technical support group, the method comprising: maintaining, by a first computer, a system configuration history of the first computer, the system configuration history comprising historical records of changes in configuration of the first computer system; receiving, by a technical support computer, a support request identifying a current error that occurred during operation of the first computer including receiving information describing the error and the system configuration history of the first computer; routing, by the technical support computer automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history, wherein the technical support group is organized into a plurality of support levels with higher support levels designated to address support requests of greater difficulty; and routing, by the technical support computer, the support request to one or more particular members of the technical support group further comprises: determining from the system configuration history that a number of changes made in the system configuration relevant to the current error of the first computer exceeds a predefined threshold; and responsive to said determining that the number of changes made in the system configuration exceeds the predefined threshold, escalating the support request to a higher support level.