Patent ID: 7275080

Claim:
A program product comprising a trouble management program recorded on a computer readable medium, said trouble management program controlling a server computer, connected to maker-sided devices of makers providing software or hardware components configuring a computer system and connectable to terminal devices of users utilizing said components, to execute: a first storing step of storing case data containing a description of a trouble and a troubleshooting procedure; a step of accepting, when said server computer receives from said terminal device a notification that the trouble occurs, trouble data containing a description of the trouble from said terminal device; a step of searching for the case data in which the description of this trouble is coincident with the description of trouble in the trouble data; a first transmitting step of transmitting, if the case data is specified in said searching step, the troubleshooting procedure in the specified case data to said terminal device; a second transmitting step of transmitting, if the case data is not specified in said searching step, new notification data containing the description of the trouble and indicating that the trouble occurred afresh to said maker-sided device, said new notification data being transmitted according to data related to a maker; a step of obtaining answer data containing a troubleshooting procedure corresponding to the new notification data from said maker-sided device; a second storing step of storing the troubleshooting procedure contained in the answer data obtained in said obtaining step and the description about the corresponding trouble as new case data; and a third transmitting step of transmitting the troubleshooting procedure in the case data stored in said second storing step to said terminal device.