Automated incident resolution system and method

Patent metadata

Field	Value
Publication number	US-10678628-B2
Application number	US-201615366276-A
Country	US
Kind code	B2
Filing date	Dec 1, 2016
Priority date	Dec 23, 2013
Publication date	Jun 9, 2020
Grant date	Jun 9, 2020

Abstract

Methods, systems and computer program products for automated resolution of computer system incidents are provided.

First claim

What is claimed is:

1. A method for automated incident resolution of incidents occurring on end-user devices in a computer network, the method comprising:
storing, at a central server, a database of known technical issues, diagnostic scripts for diagnosing incidents, and corrective scripts for resolving the incidents;
receiving, at a computer processor, information including text pertaining to an incident corresponding to one or more technical issues with end-user devices within the computer network;
utilizing the computer processor for performing steps including:
parsing the text to identify keywords and phrases relating to one or more of the known technical issues;
automatically matching the identified keywords and phrases to knowledge objects and key performance indicator information to determine if the one or more technical issues with end-user devices within the computer network are related to one or more known technical issues in a database for which there are one or more related diagnostic scripts;
for each known technical issue determined to be related to the one or more technical issues with end-user devices within the computer network, accessing and running the one or more related diagnostic script comprising a set of instructions embodied in a series of steps and corresponding to the known technical issues to confirm the presence of the known technical issue;
accessing and running a global diagnostic script for diagnosing technical issues unrelated to the identified keywords;
upon confirmation, by diagnostic script, of the presence of a known technical issue, running a corrective script to correct the known and confirmed technical issue, thereby resolving the incident wherein running the corrective script includes updating computing system configuration information; and
generating a report of system-wide reported and detected technical issues for the computer network, the report including a map that visually presents frequency and impact of reported and detected technical issues across one or more geographic areas.

2. The method of claim 1 , wherein running the corrective script comprises installing one or more software applications.

3. The method of claim 1 , wherein the report comprises one or more steps that were utilized to automatically resolve the incidents without user intervention.

4. The method of claim 1 , wherein the report comprises information describing the status of each incident at different points in time.

5. The method of claim 1 , further comprising accessing and running the at least one diagnostic script and running the corrective script to correct the technical issue, thereby resolving the incident without user intervention.

6. A system for automated incident resolution of incidents occurring on end-user devices in a computer network, the system comprising:
a central server storing a database of known technical issues, diagnostic scripts for diagnosing incidents, and corrective scripts for resolving the incidents;
a computer processor receiving information including text pertaining to an incident corresponding to one or more technical issues with the end-user devices within the computer network, the computer processor for performing steps including:
parsing the text to identify keywords and phrases relating to one or more of the known technical issues;
automatically matching the identified keywords and phrases to knowledge objects and key performance indicator information to determine if the one or more technical issues with end-user devices within the computer network are related to one or more known technical issues in a database for which there are one or more related diagnostic scripts
for each known technical issue determined to be related to the one or more technical issues with end-user devices within the computer network, accessing and running the one or more related diagnostic script comprising a set of instructions embodied in a series of steps and corresponding to the known technical issues to confirm the presence of the known technical issue;
accessing and running a global diagnostic script for diagnosing technical issues unrelated to the identified keywords;
upon confirmation, by diagnostic script, of the presence of a known technical issue, running a corrective script to correct the known and confirmed technical issue, thereby resolving the incident wherein running the corrective script includes updating computing system configuration information; and
generating a report of system-wide reported and detected technical issues for the computer network, the report including a map that visually presents frequency and impact of reported and detected technical issues across one or more geographic areas.

7. The system of claim 6 , wherein running the corrective script comprises installing one or more software applications.

8. The system of claim 6 , wherein the report comprises one or more steps that were utilized to automatically resolve the incidents without user intervention.

9. The system of claim 6 , wherein the report comprises information describing the status of each incident at different points in time.

10. The system of claim 6 , further comprising accessing and running the at least one diagnostic script and running the correct script to correct the technical issue, thereby resolving the incident without user intervention.

11. A non-transitory computer readable medium, storing instructions thereon, wherein when executed by a processor, perform steps including:
storing, at a central server, a database of known technical issues, diagnostic scripts for diagnosing incidents, and corrective scripts for resolving the incidents;
receiving, at a computer processor, information including text pertaining to an incident corresponding to one or more technical issues with end-user devices within the computer network;
utilizing the computer processor for performing steps including:
parsing the text to identify keywords and phrases relating to one or more of the known technical issues in a database for which there are one or more related diagnostic scripts;
automatically matching the identified keywords and phrases to knowledge objects and key performance indicator information to determine if the one or more technical issues with end-user devices within the computer network are related to one or more known technical issues, wherein the at least one diagnostic script comprises a set of instructions embodied in a series of steps which may be automatically executed by the computer processor which confirm the presence of the known technical issue;
for each known technical issue determined to be related to the one or more technical issues with end-user devices within the computer network, accessing and running the one or more related diagnostic script comprising a set of instructions embodied in a series of steps and corresponding to the known technical issues to confirm the presence of the known technical issue;
accessing and running a global diagnostic script for diagnosing technical issues unrelated to the identified keywords;
upon confirmation, by diagnostic script, of the presence of a known technical issue, running a corrective script to correct the known and confirmed technical issue, thereby resolving the incident wherein running the corrective script includes updating computing system configuration information; and
generating a report of system-wide reported and detected technical issues for the computer network, the report including a map that visually presents frequency and impact of reported and detected technical issues across one or more geographic areas.

Assignees

• Jpmorgan Chase Bank Na

Inventors

• Mcewen Paul
• Ridley Dean
• Adamian Nej
• Yeo Willie
• Dalvi Paresh

Classifications

• G06F11/079

  Root cause analysis, i.e. error or fault diagnosis (in a hardware test environment G06F11/22; in a software test environment G06F11/36) · CPC title

• G06F11/0709

  in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems · CPC title

• G06F11/0706

  the processing taking place on a specific hardware platform or in a specific software environment · CPC title

• G06F11/0751

  Error or fault detection not based on redundancy (power supply failures G06F1/30; network fault management H04L41/06) · CPC title

• G06F11/2257

  using expert systems · CPC title