WO2001025998A8 - Method and system for providing technical support with user approval - Google Patents

Method and system for providing technical support with user approval

Info

Publication number
WO2001025998A8
WO2001025998A8 PCT/US2000/027256 US0027256W WO0125998A8 WO 2001025998 A8 WO2001025998 A8 WO 2001025998A8 US 0027256 W US0027256 W US 0027256W WO 0125998 A8 WO0125998 A8 WO 0125998A8
Authority
WO
WIPO (PCT)
Prior art keywords
user
list
resolved
work
technician
Prior art date
Application number
PCT/US2000/027256
Other languages
French (fr)
Other versions
WO2001025998A2 (en
Inventor
Andrew E Levi
Original Assignee
Critical Devices Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Critical Devices Inc filed Critical Critical Devices Inc
Priority to AU77503/00A priority Critical patent/AU7750300A/en
Publication of WO2001025998A2 publication Critical patent/WO2001025998A2/en
Publication of WO2001025998A8 publication Critical patent/WO2001025998A8/en

Links

Classifications

    • G—PHYSICS
    • G08—SIGNALLING
    • G08B—SIGNALLING OR CALLING SYSTEMS; ORDER TELEGRAPHS; ALARM SYSTEMS
    • G08B13/00—Burglar, theft or intruder alarms
    • G08B13/02—Mechanical actuation
    • G08B13/14—Mechanical actuation by lifting or attempted removal of hand-portable articles
    • G08B13/1409—Mechanical actuation by lifting or attempted removal of hand-portable articles for removal detection of electrical appliances by detecting their physical disconnection from an electrical system, e.g. using a switch incorporated in the plug connector
    • G08B13/1418—Removal detected by failure in electrical connection between the appliance and a control centre, home control panel or a power supply
    • B—PERFORMING OPERATIONS; TRANSPORTING
    • B60—VEHICLES IN GENERAL
    • B60R—VEHICLES, VEHICLE FITTINGS, OR VEHICLE PARTS, NOT OTHERWISE PROVIDED FOR
    • B60R25/00—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles
    • B60R25/01—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles operating on vehicle systems or fittings, e.g. on doors, seats or windscreens
    • B60R25/04—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles operating on vehicle systems or fittings, e.g. on doors, seats or windscreens operating on the propulsion system, e.g. engine or drive motor
    • B—PERFORMING OPERATIONS; TRANSPORTING
    • B60—VEHICLES IN GENERAL
    • B60R—VEHICLES, VEHICLE FITTINGS, OR VEHICLE PARTS, NOT OTHERWISE PROVIDED FOR
    • B60R25/00—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles
    • B60R25/10—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles actuating a signalling device
    • B60R25/102—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles actuating a signalling device a signal being sent to a remote location, e.g. a radio signal being transmitted to a police station, a security company or the owner
    • B—PERFORMING OPERATIONS; TRANSPORTING
    • B60—VEHICLES IN GENERAL
    • B60R—VEHICLES, VEHICLE FITTINGS, OR VEHICLE PARTS, NOT OTHERWISE PROVIDED FOR
    • B60R25/00—Fittings or systems for preventing or indicating unauthorised use or theft of vehicles
    • B60R25/30—Detection related to theft or to other events relevant to anti-theft systems
    • B60R25/33—Detection related to theft or to other events relevant to anti-theft systems of global position, e.g. by providing GPS coordinates
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F21/50—Monitoring users, programs or devices to maintain the integrity of platforms, e.g. of processors, firmware or operating systems
    • G06F21/55—Detecting local intrusion or implementing counter-measures
    • G06F21/552—Detecting local intrusion or implementing counter-measures involving long-term monitoring or reporting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/02—Standardisation; Integration
    • H04L41/0213—Standardised network management protocols, e.g. simple network management protocol [SNMP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/04—Network management architectures or arrangements
    • H04L41/046—Network management architectures or arrangements comprising network management agents or mobile agents therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
    • B—PERFORMING OPERATIONS; TRANSPORTING
    • B60—VEHICLES IN GENERAL
    • B60W—CONJOINT CONTROL OF VEHICLE SUB-UNITS OF DIFFERENT TYPE OR DIFFERENT FUNCTION; CONTROL SYSTEMS SPECIALLY ADAPTED FOR HYBRID VEHICLES; ROAD VEHICLE DRIVE CONTROL SYSTEMS FOR PURPOSES NOT RELATED TO THE CONTROL OF A PARTICULAR SUB-UNIT
    • B60W2556/00—Input parameters relating to data
    • B60W2556/45—External transmission of data to or from the vehicle
    • B60W2556/50—External transmission of data to or from the vehicle for navigation systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F2221/00—Indexing scheme relating to security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F2221/21—Indexing scheme relating to G06F21/00 and subgroups addressing additional information or applications relating to security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F2221/2111—Location-sensitive, e.g. geographical location, GPS

Abstract

Un utilisateur (45) demande une assistance pour un dispositif (30) au moyen d'un formulaire de demande d'assistance. Ce dernier est émis à partir d'un site Web (50), c'est-à-dire que l'utilisateur fournit des indications concernant le problème. Celui-ci reçoit ensuite la désignation de problèmes à résoudre et on le place dans une liste (224) de problèmes à résoudre. Un administrateur technique affecte un technicien afin de résoudre ce problème. Ce technicien résout le problème, désigne ce problème en tant que travail en cours et transfère le problème à résoudre sur une liste de travaux en cours (257). L'utilisateur est informé du transfert du problème à résoudre et doit approuver la clôture de ce travail en cours avant le transfert de ce dernier sur une liste clôturée (226). La désapprobation de l'utilisateur renvoie le problème à résoudre vers la liste de problèmes ouverte afin que le technicien continue à résoudre ce problème.A user (45) requests assistance for a device (30) using a support request form. The latter is issued from a website (50), that is, the user provides indications regarding the problem. This then receives the designation of problems to be solved and is placed in a list (224) of problems to be solved. A technical administrator assigns a technician to resolve this problem. This technician resolves the problem, designates the problem as work in progress, and transfers the problem to be resolved to a list of work in progress (257). The user is informed of the transfer of the problem to be resolved and must approve the closure of this work in progress before the transfer of the latter to a closed list (226). User disapproval returns the problem to be resolved to the open problem list so that the technician continues to resolve the problem.

PCT/US2000/027256 1999-10-07 2000-10-03 Method and system for providing technical support with user approval WO2001025998A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU77503/00A AU7750300A (en) 1999-10-07 2000-10-03 Method and system for providing technical support with user approval

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US41504499A 1999-10-07 1999-10-07
US09/415,044 1999-10-07

Publications (2)

Publication Number Publication Date
WO2001025998A2 WO2001025998A2 (en) 2001-04-12
WO2001025998A8 true WO2001025998A8 (en) 2002-01-24

Family

ID=23644133

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/027256 WO2001025998A2 (en) 1999-10-07 2000-10-03 Method and system for providing technical support with user approval

Country Status (2)

Country Link
AU (1) AU7750300A (en)
WO (1) WO2001025998A2 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9547780B2 (en) 2005-03-28 2017-01-17 Absolute Software Corporation Method for determining identification of an electronic device

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5715174A (en) 1994-11-15 1998-02-03 Absolute Software Corporation Security apparatus and method
US8601606B2 (en) 2002-11-25 2013-12-03 Carolyn W. Hafeman Computer recovery or return
DE102004011405A1 (en) * 2004-03-05 2005-09-22 Meinecke, Jens-Uwe, Dipl.-Ing. Method and system for carrying out a remote maintenance of a computer system

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9547780B2 (en) 2005-03-28 2017-01-17 Absolute Software Corporation Method for determining identification of an electronic device

Also Published As

Publication number Publication date
WO2001025998A2 (en) 2001-04-12
AU7750300A (en) 2001-05-10

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