Method and system for automating submission of issue reports

Patent metadata

Field	Value
Publication number	US-2016173486-A1
Application number	US-201414568769-A
Country	US
Kind code	A1
Filing date	Dec 12, 2014
Priority date	Dec 12, 2014
Publication date	Jun 16, 2016
Grant date	—

Abstract

A method for automating the submission of issue reports includes automatically capturing information and images related to a software user, receiving a request from the user involving an issue experienced by the user, evaluating the request and the user information and images, generating a unique identifier that matches a response received by the user when making the request to associated server log information, generating an issue report based on the user information and images, server log information, and the generated unique identifier, and generating a ticket associated with the issue report that may be communicated to an external system. The user request information and images, server log information, and unique identifier may be stored in a database or data repository. The user information and images and server log information may be automatically encrypted. A system for automating the submission of issue reports is also described.

First claim

1 . A computer-implemented method comprising:
automatically capturing information and images related to a user while using a software application; receiving a request from the user involving an issue experienced by the user regarding using said software application; evaluating the request and the user information and images; generating a unique identifier that matches a response received by the user for the request to server log information generated in delivering the response; aggregating server log information to automatically associate the unique identifier with the user information and images; generating an issue report based on the user information and images, server log information, and unique identifier; and generating an issue ticket associated with the issue report.

2 . The computer-implemented method of claim 1 , further comprising automatically encrypting the user information and images and server log information.

3 . The computer-implemented method of claim 1 , further comprising identifying and aggregating issue reports comprising related server log information.

4 . The computer-implemented method of claim 1 , further comprising storing the user information and images, server log information, and unique identifier in a data repository.

5 . The computer-implemented method of claim 1 , further comprising communicating the ticket to an external system.

6 . The computer-implemented method of claim 5 , wherein the external system is selected from a help desk system, a ticketing management system, and a customer service system.

7 . The computer-implemented method of claim 1 , wherein aggregating server log information comprises:
analyzing the server log information to extract identifiable information to generate the issue report; and automatically generating a summary report of the identifiable information.

8 . A system comprising:
a processor configured to:
automatically capture information and images related to a user while using a software application;
receive a request from the user involving an issue experienced by the user regarding using said software application;
evaluate the request and the user information and images;
generate a unique identifier that matches a response received by the user for the request to server log information generated in delivering the response;
aggregate server log information to automatically associate the unique identifier with the user information and images;
generate an issue report based on the user information and images, server log information, and unique identifier; and
a backend web server configured to receive the issue report and generate an issue ticket associated with the issue report.

9 . The system of claim 8 , wherein the processor automatically encrypts the user information and images and server log information.

10 . The system of claim 8 , wherein the processor identifies and aggregates issue reports comprising related server log information.

11 . The system of claim 8 , wherein the processor is configured to store the user information and images, server log information, and unique identifier in a data repository.

12 . The system of claim 8 , wherein the backend web server is configured to communicate the ticket to an external system.

13 . The system of claim 12 , wherein the external system is selected from a help desk system, a ticketing management system, and a customer service system.

14 . The system of claim 8 , wherein the processor is configured to:
analyze the server log information to extract identifiable information to generate the issue report; and automatically generate a summary report of the identifiable information.

15 . A non-transitory computer-readable storage medium, comprising computer executable instructions therein, to be executed by a computer, for:
automatically capturing information and images related to a user while using a software application; receiving a request from the user involving an issue experienced by the user regarding using said software application; evaluating the request and the user information and images; generating a unique identifier that matches a response received by the user for the request to server log information generated in delivering the response; aggregating server log information to automatically associate the unique identifier with the user information and images; generating an issue report based on the user information and images, server log information, and unique identifier; and generating an issue ticket associated with the issue report.

16 . The non-transitory computer-readable storage medium of claim 15 , further comprising computer executable instructions embodied therein, to be executed by a computer, for automatically encrypting the user information and images and server log information.

17 . The non-transitory computer-readable storage medium of claim 15 , further comprising computer executable instructions embodied therein, to be executed by a computer, for identifying and aggregating issue reports comprising related server log information.

18 . The non-transitory computer-readable storage medium of claim 15 , further comprising computer executable instructions embodied therein, to be executed by a computer, for automatically storing the user information and images, server log information, and unique identifier in a data repository.

19 . The non-transitory computer-readable storage medium of claim 15 , further comprising computer executable instructions embodied therein, to be executed by a computer, for communicating the ticket to an external system.

20 . The non-transitory computer-readable storage medium of claim 19 , wherein the external system is selected from a help desk system, a ticketing management system, and a customer service system.

21 . The non-transitory computer-readable storage medium of claim 15 , wherein aggregating server log information comprises:
analyzing the server log information to extract identifiable information to generate the issue report; and automatically generating a summary report of the identifiable information.

22 . A computer-implemented method comprising:
auto-tracking a user's web browsing while browsing the Internet; receiving a request from the user involving an issue experienced by the user regarding said Internet browsing; capturing information and images from the user's web browsing; evaluating the request and the user information and images; generating a unique identifier that matches a response received by the user for the request to server log information generated in delivering the response; aggregating server log information to automatically associate the unique identifier with the user information and images; generating an issue report based on the user information and images, server log information, and unique identifier; and generating an issue ticket associated with the issue report.

23 . The computer-implemented method of claim 22 , further comprising automatically encrypting the user information and images and server log information.

Assignees

• Medidata Solutions Inc

Inventors

• Abbott Charles

Classifications

• G06F21/6245

  Protecting personal data, e.g. for financial or medical purposes · CPC title

• H04L67/02 Primary

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• H04L63/0807 Primary

  using tickets, e.g. Kerberos (cryptographic mechanisms or cryptographic arrangements for entity authentication using tickets or tokens H04L9/3213) · CPC title

• H04L63/0823

  using certificates (cryptographic mechanisms or cryptographic arrangements for entity authentication involving certificates H04L9/3263) · CPC title