PROACTIVE BUG ALERTS
Publication Date: 2016-Dec-14
The IP.com Prior Art Database
Amod Augustin: AUTHOR [+4]
Systems and methods described herein provide proactive bug vulnerability alerts to customers based on the customer environment to enable customers to take precautionary measures to mitigate bug vulnerability. This system provides an end-to-end solution useful to improve customer satisfaction.
Copyright 2016 Cisco Systems, Inc. 1
PROACTIVE BUG ALERTS
AUTHORS: Amod Augustin
Gyana Dash Jinkle Jose
CISCO SYSTEMS, INC.
Systems and methods described herein provide proactive bug vulnerability alerts
to customers based on the customer environment to enable customers to take
precautionary measures to mitigate bug vulnerability. This system provides an end-to-end
solution useful to improve customer satisfaction.
During software development, bugs often arise when situations causing particular
corner cases are not tested. Because it may not be possible to test every scenario, bugs are
frequently discovered by customers or internal testing after an Operating System (OS)
version release. Individual customer issues relating to bugs may be resolved by a
customer assistance program (CAP), a software maintenance update (SMU), or in a new
It is desirable to propagate knowledge regarding bug vulnerability to all
customers, whether they use a CAP or not. Techniques described herein quickly identify
the cause of the bug, trace the configuration (config) commands causing the bug to
trigger, and communicate appropriate actions to the customers. These techniques map to
commands rather than to features. Once the cause of the bug is recorded, this knowledge
is applied to all customers via a portal or any contract agreement.
Commands, which that are enabled in a customer device configuration file, are
learned using natural language processing (NLP) technology. The commands are mapped
to bugs by correlating data across multiple sources (e.g., bugs, product documentation,
Copyright 2016 Cisco Systems, Inc. 2
etc.) using machine learning techniques. These techniques provide proactive bug alerts to
Figure 1 below illustrates an overall flow of a process for providing a proactive
One approach uses NLP to extract the information from the bug. The following is
an example step-by-step process.
Step 1: Assuming access to relevant information relating to the bug is available, the
relevant information, for example title, description, release notes, bug description (if
available), all possible attachments, and metadata (e.g., status, project, component, etc.),
is extracted. Basic NLP is performed to clean up the data, including stemming,
lemmatization, n-gram, and Word2vec. In an example, only bugs relevant to the metadata
of the customers are extracted.
Step 2: The command is extracted from the bug data. The model may be trained with the
relevant ontology, command synonym, and configs. A command synonym may be
created via Word2vec from the bug data, or product manual, thereby providing similar
terms (for example, SNMP = [mib, oid, SNMP, ...]).
Copyright 2016 Cisco Systems, Inc. 3
Step 3: The topics are prioritized. Once the topics are extracted from the bugs, they are
prioritized based on the weight, where the keyword is present in the bug data. In an
example, the more frequently a key...