DISTRIBUTED HELP DESK SYSTEM AND METHOD

摘要

A method for providing support for a computer system includes receiving at a first help desk application program (130) information (146, 246, 346, 446) associated with a customer (170, 180, 270, 280, 370, 380, 470, 480) concerning a problem with the computer system that is experienced by the customer. The method further includes storing the information in a first database (140, 240, 340, 440) and conditionally replicating portions of the information to a second database (140, 240, 340, 440) that is accessible by a second help desk application program (140, 240, 340, 440).