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Method and System for Optimally Determining Problems Related to Complex Middleware Solutions

IP.com Disclosure Number: IPCOM000241827D
Publication Date: 2015-Jun-02
Document File: 2 page(s) / 137K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system is disclosed for optimally determining problems related to complex middleware solutions.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 66% of the total text.

Page 01 of 2

Method and System for Optimally Determining Problems Related to Complex Middleware Solutions

When customers experience problems with complex middleware or hardware solutions and open problem tickets with a support organization, diagnosing and fixing the problems quickly can be challenging. Because the solutions are often comprised of numerous components that may be supported by different support teams, the results can be tricky when the problems are routed from one team to another for analysis. It can also be difficult for customers with each team requesting additional diagnostic information for accurately determining the source of the problem. If this goes on for long enough, the customers inevitably lose patience and complain to support or sales executive management. There is a need for a method and system for efficiently determining problems in complex middleware (ex: software and hardware) architecture.

Disclosed is a method and system for optimally determining problems related to complex middleware solutions. The method and system automatically tracks a number of unique routes the problem takes between support teams and alerts management (admin) when a pre-configured threshold is reached. Thereafter, the information regarding the support teams that need to be included in a future conference call to discuss the problem are identified and saved.

In accordance with the method and system, the number of hops between unique support teams that the problem record m...