Systems and methods for synchronizing workspaces in a web-based collaboration environment with local folders on computers of collaborators of the workspaces are disclosed. Collaborators of a workspace can edit copies of work items either at the collaboration environment server or at the computer. Updates to all synchronized folders are automatically performed. Conflicts between edits made by different collaborators to the same file are flagged, and a notification is sent to the author attempting to make edits to a version of a file that has already been updated by another collaborator.

Desktop application for access and interaction with workspaces in a cloud-based content management system and synchronization mechanisms thereof

Systems and methods for folder synchronization and offline synchronization via a mobile platform in a web-based collaboration environment are disclosed. One embodiment includes synchronizing user selected folders and/or sub-folders via the mobile platform, using portable devices including smart phones and tablets using any mobile operating system to allow offline access. Child or sub-folders of the selected folders and/or sub-folders are automatically detected and synchronized for offline access. Any change or new content detected on the client side or on the server side is also synchronized such that the selected folders and/or sub-folders on the client and server sides are up to date.

Mobile platform file and folder selection functionalities for offline access and synchronization

Systems and methods for providing discussion workspaces linked to workspaces containing work items stored in a web-based content management system with collaboration environment are disclosed. Workspaces can be organized hierarchically. Designated collaborators of a workspace containing work items can participate in an online discussion in the linked discussion workspace regarding the work items.

Collaboration sessions in a workspace on cloud-based content management system

Systems and methods for providing enhancement of upload and/or download performance based on client and/or server feedback information are disclosed. In an embodiment, the disclosed method detects that a data transfer event is about to occur and based on a set of characteristics associated with the data transfer event, selects a host from a group of hosts as a pathway for transferring data associated with the data transfer event to optimize data transfer performance. The group of hosts can include a server providing cloud-based collaboration and/or storage services, one or more content delivery network servers and/or geographically distributed edge servers.

Enhancement of upload and/or download performance based on client and/or server feedback information

System and method for managing updates at clients used by a user to access a cloud-based collaboration service are disclosed. In one aspect, embodiments of the present disclosure include a method, which may be implemented on a system, for storing a representation of the action to queues of clients associated with the user in a distributed database cluster based on an action type of an action performed by a collaborator of the user. The clients of the user are selected based on the client category and the action type of the action, to receive a notification as a result of the action or to perform a synchronization with changes that occurred as a result of the action.

Managing updates at clients used by a user to access a cloud-based collaboration service

A method for managing support services includes storing one or more support level agreements (SLAs), each having an associated attribute, in a database as one or more corresponding data objects. One or more trouble tickets, each having one or more associated attributes, are entered into the database as one or more corresponding data objects. One or more of the one or more stored SLAs are automatically applied to each of the one or more trouble tickets by matching the attributes of the one or more trouble tickets with the attributes of the one or more SLAs.

Service level agreement design and enforcement for outsourced call center

A system and method for automatically detecting, reporting, and tracking conflicts in a change management system is provided. In particular, the system and method described herein may be used to identify potential conflicts associated with resources and schedules involved in a proposed change to an information technology infrastructure. A conflict analysis engine may analyze a change order that includes planned changes to an information technology infrastructure to identify potential conflicts associated with the change order that includes the planned changes to the information technology infrastructure. The potential conflicts may then be added to a conflicts list for the change order and a workflow may be created to manage resolving the potential conflicts. Thus, in response to resolving the potential conflicts, the planned changes may be deployed within the information technology infrastructure.

Richard Kevin Magnuson

Papers

Service level agreement design and enforcement for outsourced call center

System and method for automatically detecting, reporting, and tracking conflicts in a change management system