HandsFree Networks - Managed Service Infrastructure Provider

Symptom resolution support automates the retrieval of information necessary for the resolution of a problem that occurred on an end-user system or server.

Once a manual solution is identified, the support provider has the option to have HandsFree Networks automate the problem's resolution. This depends on problem frequency, amount of time required to solve the problem manually, and impact of problem on end-user productivity.

HandsFree Networks technology includes a number of tools for symptom resolution support, including:

• Support query facility (SQF). SQF performs automated support knowledge base searches using the information reported in the event logs produced by ReSOLV client. SQF generates these searches for fault event logs and any event that generates a dialog box.
• SQF performs a large number of searches covering vendors' support databases, the World Wide Web, and Usenet groups
• User Action Log (UAL). The UAL reports an end-user's last 50 actions preceding a system crash. It is included in every fault log stored in the event log database
• One-click access to events that occurred at about the same time as the problem being diagnosed
• On-demand remote execution of information gathering procedures, a support provider with access to an end-user sub-net can run remotely, on demand, a number of information gathering procedures, including the retrieval of detailed hardware, software and networking configuration, and the complete listing of processes running on any system

Back to Event Log Management