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Contextual communication and service interface

專利號
US11176331B2
公開日期
2021-11-16
申請人
ServiceNow, Inc.(US CA Santa Clara)
發(fā)明人
Troy Azmoon
IPC分類
G06F40/35; H04M3/51; G06Q30/00; G06F3/0481; G06Q10/10; H04L12/24; G06Q10/00; G06F40/186; G06F3/0482; G06N20/00; G06F3/0486
技術(shù)領(lǐng)域
assistance,incident,user,may,message,in,agent,or,messages,suggested
地域: CA CA Santa Clara

摘要

An example embodiment may involve obtaining an incident record relating to a user. The embodiment may also involve generating and providing, for display on a graphical user interface, a single window including a dialog region, an incident record region, and a suggestion region. The embodiment may also involve determining candidate messages by incorporating components of the incident record into predetermined message templates. The embodiment may also involve determining a scoring for the candidate messages based on a relevance to a conversation between the user and an agent. The embodiment may also involve based on the scoring, selecting one or more of the candidate messages to include in a set of suggested messages displayed in the suggestion region. The embodiment may also involve receiving input from the agent selecting one of the suggested messages, and then responsively displaying the selected suggested message as part of the conversation in the dialog region.

說明書

In the scanning phase, proxy servers 312 may probe each IP address in the specified range of IP addresses for open Transmission Control Protocol (TCP) and/or User Datagram Protocol (UDP) ports to determine the general type of device. The presence of such open ports at an IP address may indicate that a particular application is operating on the device that is assigned the IP address, which in turn may identify the operating system used by the device. For example, if TCP port 135 is open, then the device is likely executing a WINDOWS? operating system. Similarly, if TCP port 22 is open, then the device is likely executing a UNIX? operating system, such as LINUX?. If UDP port 161 is open, then the device may be able to be further identified through the Simple Network Management Protocol (SNMP). Other possibilities exist. Once the presence of a device at a particular IP address and its open ports have been discovered, these configuration items are saved in CMDB 500.

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