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Incident based model for intelligently combining related call home events into a single service ticket

IP.com Disclosure Number: IPCOM000243423D
Publication Date: 2015-Sep-21
Document File: 3 page(s) / 120K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for utilizing an Incident based model for intelligently combining related Call Home events into a single service ticket is disclosed.

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Incident based model for intelligently combining related call home events into a single service ticket

Disclosed is a method and system for utilizing an Incident based model for intelligently combining related Call Home events into a single service ticket. An integrated system may be built from many diverse, heterogeneous components (storage, compute, networking, etc) from different vendors containing event management and Call Home capabilities. In systems where there are multiple components, and dependencies between components, there are cases where a failure (hardware or software) can trigger multiple Call Home alerts. These Call Home alerts may be issued from multiple components to a remote problem reporting system. These alerts may all map back to the same root cause. Instead of each Call Home Event opening a Problem Report in the remote repository, the disclosed method uses an incident based model where the initial problem opened in the Remote Problem reporting system contains a list of related Call home events for a given incident. Once the initial problem is opened, the support organization is alerted. Any related problems are added to the incident rather than creating additional problem reports. Any Call Home event that occurs during the incident are evaluated automatically using a knowledge based of related events. The system uses the knowledge of related events, a timing window, component dependency and relationship information to determine which Call Home events are related or unrelated to the incident. If a new Call Home event is determined to be related to the opened incident, detailed information is collected and associated with the incident. In the case a of related Call Home event, a unique problem record is suppressed. If the problem is unrelated to the incident then a unique problem report is created, supporting documentation gathered, and the support organization is alerted. This provides the intelligence to associate related problems together (thereby removing clutter and confusion) to focus on a significant issue while simultaneously allowing unrelated problems to be raised so that they can be addressed in parallel.

An internal knowledge based is used to identify the hierarchy and relationship between components in the system and help determine if two different call home alerts are related. An embodiment of the disclosed system may be integrated within a cloud solution/appliance and interacts with a back-end support/ticketing infrastructure.

An example scenario may occur when a storage component of an integrated system has failed. As the storage component fails, the storage component raises a Call Home event. Within a few seconds, the Plug and Play manager detects the failure and also raises a Call Home event. The System Monitor detects a related failure of a service that is dependent on storage and raises yet another Call Home event. The Database component does the same as well as system software that is usi...