| 摘要 |
Computer-implemented methods, apparatus and products for technical support routing among members of a technical support group, including maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history including historical records of changes in configuration of the user's computer system; receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system; and routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.
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