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  System and method for creating, executing and searching through a form of active web-based contentUSPTO Application #: 20070292833Title: System and method for creating, executing and searching through a form of active web-based content Abstract: Xml pages are obtained from knowledge bases that contain step by step instructions. The xml pages are presented as “active content,” by which we mean a series of prompted questions and answers. A user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management/ticketing system. Active content that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them. (end of abstract) Agent: Cahn & Samuels, LLP - Washington, DC, US Inventors: Mark Alan Brodie, Ryan K. Gunderson, Jonathan Lenchner, Gopal Sarma Pingali USPTO Applicaton #: 20070292833 - Class: 434350 (USPTO) The Patent Description & Claims data below is from USPTO Patent Application 20070292833. Brief Patent Description - Full Patent Description - Patent Application Claims
FIELD OF THE INVENTION [0001]The present invention is generally related to help desks and search methodologies, and more particularly related to active content and searching through content related to the fields of web-based content, mark-up languages and active content, including more particularly notions and standards such as html, dhtml (dynamic html), javascript, java applets and active-X controls. BACKGROUND [0002]In the prior art, in order to answer callers' problems, call takers must navigate through knowledge documents and follow documented procedures, during which time the callers are asked a series of questions. In such systems, after the problem is resolved or needs to be escalated to a higher level of support, the problem is documented in a problem management/ticketing system (such as, for example. commercial Peregrine and Remedy systems). [0003]There presently does not exist a way to automatically track diagnostic steps and immediately transcribe the results into a ticketing or other recording system without a user having to independently spell out the details of the diagnostic steps taken. In addition, when a user describes their problem through an explicit or implicit search interface (either to a call taker, or in the context of self-help) to the self-help system, and when either the call taker or the user is taken to a knowledge document to resolve the problem, there presently does not exist a way to bypass questions in the knowledge document that are implicitly answered by the problem description/search query. [0004]Accordingly, the present invention addresses one or more deficiencies of the prior art. SUMMARY [0005]In one embodiment, xml pages are obtained from knowledge bases that contain step by step instructions. The xml pages are presented as "active content," by which we mean a series of prompted questions and answers. A user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management/ticketing system. [0006]In one embodiment, "active content" that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them. In this manner, the embarrassment of the user feeling like they are saying the same thing twice may be minimized. [0007]In one embodiment, a computer implemented system, wherein text-based documents are treated in a support knowledge repository as a set of structured directions, or queries for user information, comprises a problem determination engine that interacts with a user through a rendered text-based knowledge document and gathers answers to asked questions and provides the user with follow on information. The rendered text based document may comprise active content. The active content may comprise xml. In one embodiment, a computer implemented system may comprise an authoring system, wherein the authoring system creates the active content. The active content may be interpreted as a sequence of procedural steps some of which may solicit information from the user. In one embodiment, a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents to a system or application clipboard, or offers the user the option of copying said contents to a system or application clipboard. In one embodiment, a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents into a problem ticketing system. [0008]In one embodiment, a method for searching through a collection of standard text and active documents used in a product or system support environment includes rendering one or more text based document to comprise active content. In one embodiment, the active content comprises xml. In one embodiment, a method for searching through a collection of standard text and active documents used in a product or system environment includes identification of answers to questions in the documents. The answers may be identified in response to a user search query. The answers may be supplied to a problem determination engine. The problem determination engine presents the answers to the user. The engine may offer the user the ability to modify answers to questions erroneously presumed to be answered by the search query. A rank of query results may be increased based on the degree to which a problem description or search query implicitly answers the questions. [0009]In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that renders text-based documents in a support knowledge repository as a set of structured directions or queries for user information. In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that implements an authoring system, wherein the authoring system renders text documents as active content. In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that implements a problem determination engine that walks a user through a rendered text-based knowledge document and gathers answers to asked questions and provides appropriate follow-on information. In one embodiment, the active content comprises xml. [0010]In one embodiment, a knowledge document based system comprises one or more computer implemented text based knowledge document, wherein the one or more text based knowledge document comprise xml. [0011]Other embodiments, other advantages, and other benefits will become apparent upon a reading of the included description, figures, and claims. FIGURES [0012]In FIG. 1 there is seen a representation of a high level system architecture and process. [0013]In FIGS. 2 and 3 there are seen representations of an xml document created according to one embodiment of the present invention. [0014]In FIG. 4 there is seen a representation of a screen shot of a Problem Determination Engine. [0015]In FIG. 5 there is seen a representation of a system, wherein one or more of the embodiments of the invention described herein may be implemented. [0016]In FIG. 6 there is seen a representation of possible embodiments of a client, a server, storage and/or other devices(s), with which embodiments of the present invention may be implemented. DESCRIPTION [0017]In the following discussion, the terms "certain embodiments", "an embodiment", "embodiment", "embodiments", "the embodiment", "the embodiments", "one or more embodiments", "some embodiments", "one embodiment", and other variants thereof, mean one or more (but not all) embodiments unless expressly specified otherwise. The terms "including", "comprising", "having" and variants thereof mean "including but not limited to", unless expressly specified otherwise. The enumerated listing of items does not imply that any or all of the items are mutually exclusive, unless expressly specified otherwise. The terms "a", "an" and "the" mean "one or more", unless expressly specified otherwise. [0018]Referring to FIG. 1, there is seen a representation of a high level system architecture and process used to enable embodiments of the present invention. In one embodiment, the present invention implements creation and storage of active content (step 200). In this embodiment, the active content is stored together with text documents that are part of a knowledge base of solutions to commonly found problems. In this embodiment, the active content is rendered by an authoring system (step 100) as a series of interactive, prompted steps, using a browser and back-end server software, for example by an application using a servlet/jsp paradigm, as is known to those skilled in the art. In a preferred embodiment, the authoring system is used to create active content as xml, and an independent "executor" executes ("walks") the directed graph (described by the xml) of content, prompting the user for questions and answers, all the while recording the interaction. In one embodiment, the authoring system includes a graphical user interface that assists in creating a sequence of questions and answers. The authoring system may help a user to visualize questions, and how different answers to a question may give rise to different subsequent questions. At the end of a question and answer session, presumably after either the problem is resolved, or the problem is deemed irresolvable given limitations of the content, a user may be given the option of copying a transcript of the interaction into the system clipboard for subsequent pasting into a problem management/ticketing system, or other means for routing to parties that need to be informed about the incident. [0019]Referring now to FIGS. 2 and 3, there are seen representations of an xml document created according to one embodiment of the present invention. In addition to embodiments described herein, a user may create an xml document by hand and/or with the aid of any alternative xml editor. In the represented xml rendition of active content, one can see in a single xml file (FIG. 3 is meant to be concatenated at the bottom of FIG. 2 to form one xml file), an account of the nodes (questions and termination points), and edges (answers) of a directed graph that indicate a series of questions and answers needed to resolve a particular kind of help desk problem. In the embodiment represented by FIGS. 2 and 3, the graph is a snippet representing a handoff to another support group. Each node or question may include a number of attributes, which may comprise: [0020]id--unique numerical identifier [0021]name--a textual name label for the question or termination point [0022]type--either "test" indicating a question, or "state" indicating a termination point of the diagnosis [0023]action--an optional URL of a web page that helps the user answer the question being asked, or in the case of a termination point the url of the problem resolution [0024]text--in the case of a detailed question, the more detailed question [0025]name_label--the label used in the graph viewing GUI to display, in brief, the question text. If text='''' then the label is assumed to be the entirety of the question. [0026]comment--an optional textual comment placed by the author. Has no consequence for execution. Continue reading... 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