System for Adaptive Action Plan Compilation Based on Error Reporting

摘要

A database of action plans carried out by a service provider is provided that stores the action plan as a series of action codes as well as the associated information such as error code, error type and whether the action plan resolved the problem. When an error occurs and is reported automatically, the database is searched for the error that occurred. Action plans as well as success rates are collected with most probable solutions being presented first. Each action code in the action plan corresponds to a particular point in maintenance documentation that is stored, e.g., on a management console, at the customer location. After reporting the error, the management console receives action plans for the error based on actual service reports as well as action plans suggested by documentation. When a service representative accesses the management console for information about the error, appropriate documentation is presented for each step in the action plan, allowing the service representative to follow along the suggested action plans and associated maintenance documentation onsite.