Secure system data collection using call home feature

Patent metadata

Field	Value
Publication number	US-11237936-B2
Application number	US-201816101476-A
Country	US
Kind code	B2
Filing date	Aug 12, 2018
Priority date	Aug 12, 2018
Publication date	Feb 1, 2022
Grant date	Feb 1, 2022

Abstract

A method to securely collect diagnostic information from an IT product is disclosed. In one embodiment, such a method includes contacting, by an IT product, an external service provider. Upon contacting the external service provider, the IT product checks a database of the external service provider to determine if diagnostic information associated with the IT product needs to be collected. If diagnostic information needs to be collected, an authorization request is sent to an administrator of the IT product. If the authorization request is approved, the IT product collects the diagnostic information and transmits the diagnostic information to the external service provider. A corresponding system and computer program product are also disclosed.

First claim

The invention claimed is:

1. A method for securely collecting diagnostic information from an IT product, the method comprising:
contacting, by an IT product, an external service provider having a database associated therewith, wherein the external service provider and database are located remotely from the IT product;
checking, by the IT product using outbound communication from the IT product to the external service provider, the database to determine if diagnostic information associated with the IT product needs to be collected on the IT product in order to diagnose a problem with the IT product;
if diagnostic information needs to be collected, sending, by the IT product, an authorization request to an administrator of the IT product; and
if the authorization request is approved, collecting, by the IT product, the diagnostic information and transmitting the diagnostic information from the IT product to the external service provider.

2. The method of claim 1 , wherein contacting the external service provider comprises contacting the external service provider in response to detecting a problem with the IT product.

3. The method of claim 1 , wherein contacting the external service provider comprises delivering default diagnostic information to the external service provider.

4. The method of claim 1 , wherein the diagnostic information is log information.

5. The method of claim 1 , wherein the database identifies the diagnostic information that needs to be collected for the IT product.

6. The method of claim 1 , wherein collecting the diagnostic information comprises collecting the diagnostic information prior to approval of the authorization request.

7. The method of claim 1 , wherein transmitting the diagnostic information to the external service provider further comprises saving the diagnostic information in the database of the external service provider.

8. A computer program product for securely collecting diagnostic information from an IT product, the computer program product comprising a non-transitory computer-readable storage medium having computer-usable program code embodied therein, the computer-usable program code configured to perform the following when executed by at least one processor:
contact, by an IT product, an external service provider having a database associated therewith, wherein the external service provider and database are located remotely from the IT product;
check, by the IT product using outbound communication from the IT product to the external service provider, the database to determine if diagnostic information associated with the IT product needs to be collected on the IT product in order to diagnose a problem with the IT product;
if diagnostic information needs to be collected, send, by the IT product, an authorization request to an administrator of the IT product; and
if the authorization request is approved, collect, by the IT product, the diagnostic information and transmit the diagnostic information from the IT product to the external service provider.

9. The computer program product of claim 8 , wherein contacting the external service provider comprises contacting the external service provider in response to detecting a problem with the IT product.

10. The computer program product of claim 8 , wherein contacting the external service provider comprises delivering default diagnostic information to the external service provider.

11. The computer program product of claim 8 , wherein the diagnostic information is log information.

12. The computer program product of claim 8 , wherein the database identifies the diagnostic information that needs to be collected for the IT product.

13. The computer program product of claim 8 , wherein collecting the diagnostic information comprises collecting the diagnostic information prior to approval of the authorization request.

14. The computer program product of claim 8 , wherein transmitting the diagnostic information to the external service provider further comprises saving the diagnostic information in the database of the external service provider.

15. A system for securely collecting diagnostic information from an IT product, the system comprising:
at least one processor;
at least one memory device operably coupled to the at least one processor and storing instructions for execution on the at least one processor, the instructions causing the at least one processor to:
contact, by an IT product, an external service provider having a database associated therewith, wherein the external service provider and database are located remotely from the IT product;
check, by the IT product using outbound communication from the IT product to the external service provider, the database to determine if diagnostic information associated with the IT product needs to be collected on the IT product in order to diagnose a problem with the IT product;
if diagnostic information needs to be collected, send, by the IT product, an authorization request to an administrator of the IT product; and
if the authorization request is approved, collect, by the IT product, the diagnostic information and transmit the diagnostic information from the IT product to the external service provider.

16. The system of claim 15 , wherein contacting the external service provider comprises contacting the external service provider in response to detecting a problem with the IT product.

17. The system of claim 15 , wherein contacting the external service provider comprises delivering default diagnostic information to the external service provider.

18. The system of claim 15 , wherein the database identifies the diagnostic information that needs to be collected for the IT product.

19. The system of claim 15 , wherein collecting the diagnostic information comprises collecting the diagnostic information prior to approval of the authorization request.

20. The system of claim 15 , wherein transmitting the diagnostic information to the external service provider further comprises saving the diagnostic information in the database of the external service provider.

Assignees

• IBM

Inventors

• Schmitt Christof
• Lehmann Stefan
• Rueger Erik
• Asmussen Ole

Classifications

• G06F11/0784

  Routing of error reports, e.g. with a specific transmission path or data flow · CPC title

• H04L63/08

  for authentication of entities (cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32) · CPC title

• G06F11/0766

  Error or fault reporting or storing · CPC title

• G06F11/2268

  Logging of test results · CPC title

• G06F11/3065 Primary

  Monitoring arrangements determined by the means or processing involved in reporting the monitored data (error or fault reporting or logging G06F11/0766) · CPC title