Patent ID: 8326794

Claim:
A computer-implemented method for providing support in connection with a data storage system, the method comprising: performing, by an active element manager component, a data storage system management operation in connection with a data storage device of the data storage system; collecting, by said active element manager component, context information, said context information including information about a current state of the data storage system in connection with said data storage management operation performed with an active element management session having a first user identifier; performing analysis of said context information by said active element manager component, said analysis including determining whether the context information indicates a problem related to performing a task for a particular application, said context information including user activity information comprising query terms entered in connection with a plurality of user search queries performed to determine how to complete the task; transmitting said context information from said data storage system to an external environment which is selected in accordance with said analysis, has connectivity to said active element manager component and is external with respect to a data storage system environment including said data storage system; receiving user relevant information at said active element manager component from said external environment, wherein said external environment determines said user relevant information in accordance with said context information and support information and services provided by said external environment, said user relevant information including information about any of one or more types of support including updated help, updated error messages, a software upgrade, available training, electronic publication, and an interactive support dialogue; and displaying, for said active element management session having said first user identifier, said user relevant information via a user interface, and wherein said analysis includes determining whether the context information indicates a first problem related to a device of the data storage system provided by a first vendor or a second problem related to a software or hardware component provided by another vendor and said external environment is a first website of the first vendor if said analysis determines the context information indicates the first problem and said external environment is a second website of said another vendor if said analysis determines the context information indicates the second problem, and wherein said active element manager component determines that said second website is a website of a value added reseller, and said active element manager component determines first information related to a component used in said data storage system supplied by said value added reseller and includes said first information in context information provided to said second website.