Page-based incident correlation for network applications

Patent metadata

Field	Value
Publication number	US-10810362-B2
Application number	US-201514802721-A
Country	US
Kind code	B2
Filing date	Jul 17, 2015
Priority date	Jul 17, 2015
Publication date	Oct 20, 2020
Grant date	Oct 20, 2020

Abstract

An information collection module receives an incident report request from a user of a browser running a network application on a client system to thereby provide a page in the browser. The information collection module collects incident data including user interactions with the page, client system features and operations associated with executing the network application, and a document object model (DOM) of the page. An annotation tool of the network application receives annotations of the page from the user for inclusion in the incident data, and a server-side incident manager receives the incident data. The server-side incident manager includes a rendering engine that renders the document object model and the annotations, and an incident analyzer that displays the collected user interactions, and client system features and operations, and the rendered document object model and annotations.

First claim

What is claimed is:

1. A computer program product, the computer program product being tangibly embodied on a non-transitory computer-readable storage medium and comprising instructions that, when executed, are configured to cause at least one computing device to:
receive an incident report request for an incident from a user of a browser running a network application on a client system to thereby provide a page in the browser, the network application being provided at least partially by a first server, the incident report request being initiated by the user after the incident, wherein the incident report request is initiated after the incident by making a first selection of an incident reporting element displayed by the browser running the network application on the client system;
responsive to the first selection of the incident reporting element displayed by the browser running the network application on the client system, initiate an information collection module of the network application to collect incident data, the incident data including interactions of the user who initiated the incident report request with the page that caused corresponding modifications of a document object model (DOM) of the page during a timeframe of the incident as well as client system features and operations associated with executing the network application, wherein the incident data captures an interaction between the client system and a second server, the interaction comprising a request/response pair, the second server being a product server that is different from the client system and the first server;
capture, using an annotation tool of the network application, annotations of the page for inclusion in the incident data, the annotations created, in conjunction with the incident being reported, by the user who initiated the incident report request;
transmit the incident data to a server-side incident manager at the first server;
render, from the incident data and using a rendering engine of the server-side incident manager, the document object model as an image file including overlaid illustrations of the annotations received from the user who initiated the incident report request, wherein rendering the document object model includes re-executing the captured request/response pair with the second server in a context of the incident; and
display in a re-rendered page, using an incident analyzer of the server-side incident manager, the collected interactions, the collected client system features and operations, and the rendered image file, synchronized with one another to provide server-side incident support.

2. The computer program product of claim 1 , wherein the annotations are collected using a scalable vectors graphic (SVG) layer.

3. The computer program product of claim 1 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one log system of the client system.

4. The computer program product of claim 1 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one navigation system of the browser to collect a navigation history of the user with respect to the page.

5. The computer program product of claim 1 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one memory application programming interface (API) to collect an amount of memory resources consumed in conjunction with the client system features and operations associated with executing the network application.

6. A computer-implemented method for executing instructions stored on a non-transitory computer readable storage medium and executable by at least one processor, the method comprising:
receiving an incident report request for an incident from a user of a browser running a network application on a client system to thereby provide a page in the browser, the network application provided at least partially by a first server, the incident report request being initiated by the user after the incident;
initiating an information collection module of the network application to collect incident data, the incident data including interactions of the user who initiated the incident report request with the page that caused corresponding modifications of a document object model (DOM) of the page during a timeframe of the incident as well as client system features and operations associated with executing the network application, the client system features and operations comprising page opening performance time and associated memory usage, the incident data capturing an interaction between the client system and a second server, the interaction comprising a request/response pair, the second server being a product server that is different from the client system and the first server;
capturing, using an annotation tool of the network application, annotations of the page that characterize the incident for inclusion in the incident data, the annotations created, in conjunction with the incident being reported, by the user who initiated the incident report request;
rendering, from the incident data and using a rendering engine, the document object model as an image file including overlaid illustrations of the incident-characterizing annotations created by the user who initiated the incident report request, wherein rendering the document object model includes re-executing the captured request/response pair with the second server in a context of the incident; and
displaying, in a re-rendered page, the collected interactions, the collected client system features and operations, and the rendered image file, synchronized with one another to provide server-side incident support.

7. The method of claim 6 , wherein the annotations are collected using a scalable vectors graphic (SVG) layer.

8. The method of claim 6 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one log system of the client system.

9. The method of claim 6 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one navigation system of the browser to collect a navigation history of the user with respect to the page.

10. The method of claim 6 , wherein the information collection module of the network application is configured to collect the incident data including interfacing with at least one memory application programming interface (API) to collect an amount of memory resources consumed in conjunction with the client system features and operations associated with executing the network application.

11. The method of claim 6 , comprising transmitting the incident data to a server-side incident manager configured to provide the rendering and the displaying.

12. A system including instructions recorded on a non-transitory computer-readable storage medium, and executable by at least one processor, the system comprising:
an information collection module configured to receive an incident report request for an incident from a user of a browser running a network application on a client system to thereby provide a page in the browser, the network application being provided at least partially by a first server, the incident report request being initiated by the user after the incident, wherein the user initiates the incident report request by making a first selection of an incident reporting element displayed by the browser running t

Assignees

• Sap Se

Inventors

• Tang Simon
• Xu Xiao
• Cui William
• Wang Nate
• Yu Jianrong
• Lu Luis
• Chen Jonny
• Cao ming-hui
• Wang Walton
• Fan Frank
• Qiao Ufo
• Xu Linda

Classifications

• H04L67/55

  Push-based network services · CPC title

• G06F40/143 Primary

  Markup, e.g. Standard Generalized Markup Language [SGML] or Document Type Definition [DTD] · CPC title

• G06F40/169 Primary

  Annotation, e.g. comment data or footnotes · CPC title

• G06F16/1734

  Details of monitoring file system events, e.g. by the use of hooks, filter drivers, logs · CPC title

• G06Q10/10

  Office automation; Time management · CPC title