Patent Document ID: 10019205
Application ID: 15366438

Base Claim:
1. A distributed computing system for managing solutions for print device support requests, the distributed computing system comprising: a solution data store comprising one or more non-transitory computer-readable media sectors that store content representing a plurality of solutions to a plurality of print device issues; a solution processing system comprising a processor and programming instructions that are configured to cause the processor to: output a user interface, receive a support request via the user interface, wherein the support request comprises input data and one or more search terms that pertain to an issue with a print device, use the input data and the one or more search terms to generate a search query, query the solution data store using the search query to identify a list of possible solutions for the support request, wherein each possible solution is associated with a plurality of factors, wherein each factor has a weight value, output, via the user interface the list of possible solutions for the support request, receive a selection of one or more of the possible solutions, for each selection: receive, via the user interface, an indication of an exit status for the support request, wherein the exit status represents a resolution to the support request, generate a session record for the support request comprising the input data, the search terms, the possible solution associated with the selection and the exit status, correlate the possible solution associated with the selection with the input data and search terms, generate one or more factors based on the correlation, and use the one or more generated factors to update one or more fields of a solution index in the data store for the possible solution by, for each of the one or more factors: determining whether the factor is already present in the solution index, and in response to determining that the factor is not already present in the index, adding a field for the factor to the index and assign the factor a weight value.

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Claim 5:
5. The distributed computing system of claim 1 , wherein the programming instructions that are configured to cause the processor to correlate the possible solution associated with the selection with the input data and search terms comprise programming instructions that are configured to cause the processor to: correlate the input data of the session record with input data of each of a plurality of other session records, wherein each other session record is associated with the possible solution associated with the selection and reflects a session having the exit status, and correlate the search terms of the session record with the search terms of each of the other session records.