Patent ID: 6973482

Claim:
In a system that includes a user computer and an expert computer connected with a network, wherein a user requires support services for the user computer and the expert is able to provide support services to the user, a method for requesting support services from the expert that permits the expert to control the user computer such that the user receives support services from the expert, the method comprising: a step for generating a ticket on the user computer, the ticket including credentials that permit the expert computer to login to the user computer at the user's request, the credentials including at least an encrypted portion that includes at least an encrypted password; a step for escalating the ticket to the expert computer which initiates a user request for remote assistance for support services from the expert computer, and wherein the expert computer is unable to decrypt the password even upon decrypting the encrypted portion of the credentials; in response to the user initiated request for remote assistance, a step for receiving a connection request from the expert computer indicating that the expert computer desires to connect with the user computer, the request to connect including the credentials; a step for accepting the connection request upon verifying the credentials by at least decrypting the password, and wherein upon accepting the connection request the expert computer is able to view a desktop of the user computer without initially being able to control the user computer; and upon subsequently receiving a control request from the expert computer to remotely control the user computer over the network, a step for selectively providing control of the user computer to the expert computer, such that the expert is able to control the user computer, but wherein the user is able to unilaterally terminate the selective control.