US 11,676,114 B2
Automated control of distributed computing devices
Oshri Moyal, Yavne (IL); Gil Pekelman, Tel Aviv (IL); and Eliezer Dikstein, Rehovot (IL)
Assigned to Atera Networks Ltd, Tel Aviv (IL)
Filed by Atera Networks Ltd., Tel Aviv (IL)
Filed on Oct. 8, 2021, as Appl. No. 17/497,170.
Application 17/497,170 is a continuation of application No. 17/254,843, granted, now 11,144,890, previously published as PCT/US2019/040408, filed on Jul. 2, 2019.
Claims priority of provisional application 62/693,410, filed on Jul. 2, 2018.
Prior Publication US 2022/0101274 A1, Mar. 31, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 11/30 (2006.01); G06Q 10/20 (2023.01); G06F 16/21 (2019.01); G06N 5/02 (2023.01)
CPC G06Q 10/20 (2013.01) [G06F 16/211 (2019.01); G06N 5/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
receiving a service ticket corresponding to an undesired system state of a client device;
assigning the service ticket to a technician;
coordinating a remote control session between a technician device and the client device, wherein the technician device is under control of the technician;
obtaining a set of actions performed under remote control by the technician to transition the client device from the undesired system state to a desired system state, wherein each action of the set of actions describes one or more user interface (UI) interactions with the client device;
identifying textual descriptors for the service ticket based on characteristics of the service ticket;
storing a resolution profile (RP) based on the set of actions and the textual descriptors; and
in response to receiving a second service ticket submitted on behalf of a second client device:
classifying the second service ticket; and
in response to the classification indicating that the RP is applicable to the second service ticket:
selectively instructing a software agent executing on the second client device to programmatically replay the set of actions from the RP on the second client device without technician intervention; and
verifying that the programmatic replay of the set of actions transitioned the second client device to a desired system state associated with the RP.