User support experience with automatically generated virtual environment

Patent metadata

Field	Value
Publication number	US-2016307129-A1
Application number	US-201615190995-A
Country	US
Kind code	A1
Filing date	Jun 23, 2016
Priority date	Nov 14, 2013
Publication date	Oct 20, 2016
Grant date	—

Abstract

A virtual environment service obtains automatically collected diagnostic information from a deployed instance of a computer system and automatically generates a reproduction of an environment of the instance of the computer system, based upon the collected diagnostic data. User interactions with the virtual diagnostic environment can be recorded to identify a technical issue with the deployed instance of the computer system. A fix for the issue is applied in the virtual diagnostic environment so that it can be verified by the user prior to applying it to the deployed instance.

First claim

What is claimed is:

1 . A computing system comprising:
a processor; and memory storing instructions executable by the processor, wherein the instructions configure the computing system to:
receive an indication of a technical issue in a deployed system;
generate a representation of a diagnostic environment user interface display that represents a diagnostic environment, the diagnostic environment being based on deployed environment data indicative of an environment of the deployed system, wherein the diagnostic environment includes computing functionality that corresponds to the environment of the deployed system; and
generate a representation of an issue reproduction user input mechanism configured to receive an issue reproduction user input from a user associated with the deployed system, the issue reproduction user input being indicative of a reproduction of the technical issue in the diagnostic environment.

2 . The computing system of claim 1 , wherein the instructions configure the computing system to:
generate a representation of an issue description user interface display with an issue description user input mechanism configured to receive an issue description input from a user of the deployed system, the issue description input being indicative of the technical issue in the deployed system.

3 . The computing system of claim 1 , wherein the diagnostic environment is a reproduction of the environment of the deployed system.

4 . The computing system of claim 1 , wherein the instructions configure the computing system to:
receive an indication of an issue confirmation user input that indicates that the technical issue was reproduced in the diagnostic environment.

5 . The computing system of claim 4 , wherein the instructions configure the computing system to:
generate the diagnostic environment user interface display to represent a fix for the technical issue in the diagnostic environment.

6 . The computing system of claim 5 , wherein the instructions configure the computing system to:
generate a representation of a fix application user input mechanism configured to receive an indication of a fix application user input; and based on the indication of the fix application user input, apply the fix to the diagnostic environment.

7 . The computing system of claim 6 , wherein the instructions configure the computing system to:
generate a representation of a fix verification user input mechanism configured to receive an indication of a fix verification user input, wherein the fix verification user input indicates a user verification that the fix addresses the technical issue in the diagnostic environment.

8 . The computing system of claim 7 , wherein the fix verification user input performs a step in the diagnostic environment during which the technical issue was encountered in the deployed system.

9 . The computing system of claim 5 , wherein the diagnostic environment comprises a virtual computer system instance that is provisioned based on the deployed environment data, and wherein the user is mapped to the virtual computer system instance so the user has access to the virtual computer system instance.

10 . The computing system of claim 1 , wherein the instructions configure the computing system to:
receive an operating system identification identifying an operating system in the deployed system; receive a version number associated with the deployed system; receive an indication of an update installed on the deployed system; and receive an indication of a fix installed on the deployed system.

11 . The computing system of claim 1 , wherein the instructions configure the computing system to:
after receiving an indication of the user issue description input and the deployed environment data, query a fix service to identify a possible fix for the technical issue in the deployed system; generate a representation of a user-actuatable element for the possible fix, the user-actuatable element being actuatable to apply the possible fix to the deployed system; and if the possible fix does not address the technical issue, generate a user-actuatable link that is actuatable by the user to return to a process flow corresponding to the technical issue.

12 . A computer-implemented method comprising:
receiving an indication of a technical issue in a deployed system; generating a representation of a diagnostic environment user interface display that represents a diagnostic environment corresponding to an environment of the deployed system, the diagnostic environment being based on deployed environment data indicative of the environment of the deployed system; generating a representation of a diagnostic environment user input mechanism that provides user access to the diagnostic environment through the diagnostic environment user interface display; and receiving an indication of an issue confirmation user input that indicates that the technical issue was reproduced in the diagnostic environment.

13 . The computer-implemented method of claim 12 , wherein the diagnostic environment comprises functionality that mimics functionality of the deployed system.

14 . The computer-implemented method of claim 12 and further comprising:
generating a representation of a fix application user input mechanism configured to receive an indication of a fix application user input; and
based on the indication of the fix application user input, applying the fix to the diagnostic environment.

15 . The computer-implemented method of claim 14 and further comprising:
generating a representation of a fix verification user input mechanism configured to receive an indication of a fix verification user input, wherein the fix verification user input indicates a user verification that the fix addresses the technical issue in the diagnostic environment.

16 . The computer-implemented method of claim 15 , wherein generating a representation of the fix verification user input mechanism comprises:
generating a representation of a screen that mimics a screen in the deployed system; and receiving an indication of a user input performing a step in the diagnostic environment corresponding to a step in the deployed system during which the technical issue was encountered in the deployed system.

17 . A computing system comprising:
a processor; and memory storing instructions executable by the processor, wherein the instructions configure the computing system to:
receive an indication of a user input indicative of a technical issue in a deployed computing system instance;
generate a representation of a user interface display that represents a virtual computing system instance, the virtual computing system instance corresponding to the deployed computing system and is based on deployed environment data indicative of the deployed computing system instance;
reproduce the technical issue on the virtual computing system instance;
apply a fix to the virtual computing system instance; and
generate a representation of a fix verification user input mechanism configured to receive a fix verification user input from a user associated with the deployed system, the fix verification user input being indicative of a user verification that the fix addresses the technical issue on the virtual computing system instance.

18 . The computing system of claim 17 , wherein the instructions configure the computing system to:
receive an indication of an issue reproduction user input indicative of a reproduction of the technical issue in the virtual comput

Assignees

• Microsoft Technology Licensing Llc

Inventors

• Thomas Satish
• Zhang Yi
• Chowdhury Murtaza
• Srinivasan Sridhar
• Howard John Hal

Classifications

• G06F11/3698

  Environments for analysis, debugging or testing of software · CPC title

• G06F3/04842

  Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) · CPC title

• G06F9/45558 Primary

  Hypervisor-specific management and integration aspects · CPC title

• G06F2009/45595

  Network integration; Enabling network access in virtual machine instances · CPC title

• G06Q10/20

  Administration of product repair or maintenance · CPC title