Service issue prioritisation based on impact using software telemetry

Patent metadata

Field	Value
Publication number	US-11632286-B2
Application number	US-202117508047-A
Country	US
Kind code	B2
Filing date	Oct 22, 2021
Priority date	Sep 25, 2019
Publication date	Apr 18, 2023
Grant date	Apr 18, 2023

Abstract

A system is provided herein that can correlate service issues with system telemetry associated with the software session associated with those service issues. Using a statistical approach, the system can evaluate data across numerous software sessions to rank the importance of the reported service issues. To accomplish the ranking, the system can parse the reports of service issues on a periodic basis, can extract telemetry identifiers (IDs) from the logs, can query the telemetry, may compute the relative importance of detected issues (in the context of calls going on for that day), and then can report this impact hack to the service issue database.

First claim

What is claimed is:

1. A service issue prioritization graphical user interface comprising:
a processor and a memory;
a first graphical control that, when selected by a user displays service issue information regarding a plurality of service issues associated with one or more service sessions between software and one or more users;
a second graphical control that, when selected by the user, displays telemetry information associated with the plurality of service issues, the telemetry information including data regarding use, operation, and performance of the software;
a third graphical control that, when selected by the user, displays impact information that identifies a ranked impact for each of the plurality of service issues, in order of priority of importance, on a software developer server, the ranked impact determined based on the telemetry information; and
a fourth graphical control that, when selected by the user, provides assignment information that identifies respective personnel assigned to address the plurality of service issues and includes a service issue type of a plurality of types of a service issue of the service issues.

2. The service issue prioritization graphical user interface of claim 1 , wherein the telemetry information includes log information associated with the one or more software sessions.

3. The service issue prioritization graphical user interface of claim 1 , wherein the service issue information includes user feedback.

4. The service issue prioritization graphical user interface of claim 1 , further comprising a fifth graphical control that, when selected by the user, displays signature information regarding a problem signature of each of the plurality of service issues.

5. The service issue prioritization graphical user interface of claim 4 , further comprising a sixth graphical control that, when selected by the user, displays duplicate information regarding a probability that a first service issue of the service issues is duplicative of a prior service issue based on the signatures of the first service issue and the prior service issue.

6. The service issue prioritization graphical user interface of claim 5 , wherein the impact information for each of the plurality of service issues is determined based on the problem signature for each of the plurality of service issues and determining a prevalence of similar service issues based on a comparison of a problem signature of the plurality of problem signatures with past problem signatures.

7. The service issue prioritization graphical user interface of claim 6 , further comprising a seventh display element that displays a graph of impact of the service issue types.

8. The service issue prioritization graphical user interface of claim 7 , wherein the problem signature is determined, at least in part, based on the service issue types.

9. A non-transitory computer storage media having stored thereon computer-executable instructions that when executed by a processor cause the processor to perform operations for a service issue prioritization graphical user interface, the operations comprising:
displaying, on the graphical user interface, a first graphical control that, when selected by a user, displays service issue information regarding a plurality of service issues associated with one or more service sessions between software and one or more users;
displaying, on the graphical user interface, a second graphical control that, when selected by the user, displays telemetry information associated with the plurality of service issues, the telemetry information including data regarding use, operation, and performance of the software;
displaying, on the graphical user interface, a third graphical control that, when selected by the user, displays impact information that identifies a ranked impact for each of the plurality of service issues, in order of priority of importance, on a software developer server, the ranked impact determined based on the telemetry information; and
displaying, on the graphical user interface, a fourth graphical control that, when selected by the user, provides assignment information that identifies respective personnel assigned to address the plurality of service issues and includes a service issue type of a plurality of types of a service issue of the service issues.

10. The non-transitory computer storage media of claim 9 , wherein the telemetry information includes log information associated with the one or more software sessions.

11. The non-transitory computer storage media of claim 9 , wherein the service issue information includes user feedback.

12. The non-transitory computer storage media of claim 9 , wherein the operations further comprise displaying a fifth graphical control that, when selected by the user, displays signature information regarding a problem signature of each of the plurality of service issues.

13. The non-transitory computer storage media of claim 12 , wherein the operations further comprise displaying a sixth graphical control that, when selected by the user, displays duplicate information regarding a probability that a first service issue of the service issues is duplicative of a prior service issue based on the problem signatures of the first service issue and the prior service issue.

14. The non-transitory computer storage media of claim 13 , wherein the impact information for each of the plurality of service issues is determined based on the problem signature for each of the plurality of service issues and determining a prevalence of similar service issues based on a comparison of a problem signature of the plurality of problem signatures with past problem signatures.

15. A compute device comprising:
a memory storing computer executable instructions;
a processor, in communication with the memory, wherein the processor reads the computer executable instructions from memory and when executing the computer executable instructions provides a service issue prioritization graphical user interface comprising:
a first display graphical control that, when selected by a user, displays service issue information regarding a plurality of service issues associated with one or more service sessions between software and one or more users;
a second display graphical control that, when selected by the user, displays telemetry information associated with the plurality of service issues, the telemetry information including data regarding use, operation, and performance of the software;
a third display graphical control that, when selected by the user, displays impact information that identifies a ranked impact for each of the plurality of service issues, in order of priority of importance, on a software developer server, the ranked impact determined based on the telemetry information; and
a fourth display graphical control that, when selected by the user, provides assignment information that identifies respective personnel assigned to address the plurality of service issues and includes a service issue type of a plurality of types of a service issue of the service issues.

16. The compute device of claim 15 , wherein the telemetry information includes log information associated with the one or more software sessions.

17. The compute device of claim 15 , wherein the service issue information includes user feedback.

18. The compute device of claim 15 , wherein the operations further comprise displaying a fifth graphical control that, when selected by the user, displays signature information regarding a problem signature of each of the plurality of

Assignees

• Microsoft Technology Licensing Llc

Inventors

• Ellis Martin
• Fang Joyce
• Cho Ju Hee
• Cutler Ross

Classifications

• G06F2201/81

  Threshold · CPC title

• G06F11/0709

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

• G06F11/3006

  where the computing system is distributed, e.g. networked systems, clusters, multiprocessor systems (multiprogramming arrangements G06F9/46; allocation of resources G06F9/50) · CPC title

• H04L41/0636

  based on a decision tree analysis · CPC title

• G06F11/302

  where the computing system component is a software system · CPC title