Hirsave

Praveen Hirsave, Austin, TX US

Patent application number	Description	Published
20100042468	AUTOMATIC SURVEY REQUEST BASED ON TICKET ESCALATION - A system and method of processing customer services requests is disclosed. A customer reported problem may generate a customer service request and problem ticket. A technical support team may respond to and resolve the problem. A customized customer satisfaction survey may be generated based on the content of the problem ticket. Customer feedback from the survey and customized surveys may be stored for analysis to retrieve and generate future customized surveys for future service requests.	02-18-2010

Patent application number	Description	Published
20090276728	Arrangements for Managing Assistance Requests for Computer Services - In one embodiment, a method for facilitating computer system assistance for system users is disclosed. The method can include receiving a ticket that can indicate an issue to be addressed by the assistance system. The ticket can be associated with a computing asset. The system can search and locate at least one solution to address the issue based on contents of the ticket. The solution can include a video to illustrate a solution to a user and/or the solution can include automated control commands that when selected can actually implement the actions shown on the video in a remote control mode. The solutions can be transmitted to user for user disposition. Other embodiments are also disclosed.	11-05-2009

Patent application number	Description	Published
20080222626	Method, Apparatus, and Program Product for Autonomic Patch Risk Assessment - An automatic risk assessment system is provided that determines a risk for the patch based on collected activity metrics, file weights, a list of files affected by the patch, and other factors. An application monitor collects metrics from the application to determine the level of activity of the application or other component to be patched. The patch may have associated therewith metadata including a list of files that will be affected by the patch. Policies may store information about how risk is to be assessed. This information may include, for example, file weights and information defining categories of risk.	09-11-2008
20080263534	METHOD, APPARATUS, AND PROGRAM PRODUCT FOR AUTONOMIC PATCH DEPLOYMENT BASED ON AUTONOMIC PATCH RISK ASSESSMENT AND POLICIES - An automatic patch deployment system is provided that deploys a patch according to an assessed risk and a policy. The policy may specify actions to be taken to deploy the patch for different categories of risk. The automatic patch deployment system receives a patch notification, an assessment of the risk, and the policy and deploys the patch accordingly. For example, installation of a patch may be indefinitely delayed for high risk patches, rescheduled for medium risk patches, or installed immediately for low risk patches.	10-23-2008