Diagnostic and workflow engine with system integration

摘要

A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.