Analytics platform for automated diagnosis, remediation, and proactive supportability

Patent metadata

Field	Value
Publication number	US-2016239374-A1
Application number	US-201615059011-A
Country	US
Kind code	A1
Filing date	Mar 2, 2016
Priority date	Sep 26, 2013
Publication date	Aug 18, 2016
Grant date	—

Abstract

Automatic remediation is provided to a serviced system. Selected system information associated with the serviced system is received. A set of one or more symptoms is generated using the selected system information. A knowledge repository is searched using the set of symptoms to identify a root cause. A remediation package corresponding to the root cause is obtained and, if permitted, the remediation package is caused to be performed on the serviced system.

First claim

What is claimed is:

1 . A method for providing automatic remediation to a serviced system, comprising:
receiving feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system; receiving a second set of selected system information associated with the serviced system; generating a set of one or more symptoms using the second set of selected system information; creating an issue package that includes the set of one or more symptoms that allows a remediation package to be added; and if permitted, causing the remediation package of the issue package to be performed on the serviced system.

2 . The method of claim 1 , wherein the issue package is created in a knowledge repository that includes information from one or more knowledge sources.

3 . The method of claim 1 , wherein the issue package is created in a knowledge repository that includes information from one or more knowledge sources, wherein the one or more knowledge sources include one or more of the following: a developer bug tracking system, a support center tracking system, or documentation.

4 . The method of claim 1 , further comprising:
providing to a support center tracking system the second set of symptoms; and receiving from the support center tracking system a case identifier.

5 . The method of claim 1 , further comprising:
providing to a support center tracking system the second set of symptoms; receiving from the support center tracking system a case identifier; providing to a developer bug tracking system the case identifier; and receiving from the developer bug tracking system a bug identifier.

6 . The method of claim 1 , wherein the issue package further includes a case identifier and a bug identifier.

7 . The method of claim 1 , further comprising marking the issue package as not ready.

8 . The method of claim 1 , wherein the previously sent remediation package did not resolve the issue of the service system due to an inability to identify a root cause.

9 . The method of claim 1 , wherein the second set of selected system information associated with the serviced system reduces a number of possible root causes of the issue of the serviced system.

10 . The method of claim 1 , further comprising searching a knowledge repository using the set of one or more symptoms to identify a root cause.

11 . The method of claim 1 , further comprising:
searching a knowledge repository using the set of one or more symptoms to identify a root cause; and obtaining the remediation package corresponding to the root cause.

12 . A system for providing automatic remediation to a serviced system, comprising:
a processor; and a memory coupled with the processor, wherein the memory is configured to provide the processor with instructions which when executed cause the processor to:
receive feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system;
receive a second set of selected system information associated with the serviced system;
generate a set of one or more symptoms using the second set of selected system information;
create an issue package that includes the set of one or more symptoms that allows a remediation package to be added; and
if permitted, cause the remediation package of the issue package to be performed on the serviced system.

13 . The system of claim 12 , wherein the instructions further cause the processor to:
provide to a support center tracking system the second set of symptoms; and receive from the support center tracking system a case identifier.

14 . The system of claim 12 , wherein the instructions further cause the processor to:
provide to a support center tracking system the second set of symptoms; receive from the support center tracking system a case identifier; provide to a developer bug tracking system the case identifier; and receive from the developer bug tracking system a bug identifier.

15 . The system of claim 12 , wherein the issue package further includes a case identifier and a bug identifier.

16 . The system of claim 12 , method of claim 1 , wherein the instructions further cause the processor to mark the issue package as not ready.

17 . The system of claim 12 , wherein the previously sent remediation package did not resolve the issue of the service system due to an inability to identify a root cause.

18 . The system of claim 12 , wherein the second set of selected system information associated with the serviced system reduces a number of possible root causes of the issue of the serviced system.

19 . The system of claim 12 , wherein the instructions further cause the processor to:
search a knowledge repository using the set of one or more symptoms to identify a root cause; and obtain the remediation package corresponding to the root cause.

20 . A computer program product for providing automatic remediation to a serviced system, the computer program product being embodied in a non-transitory computer readable storage medium and comprising computer instructions for:
receiving feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system; receiving a second set of selected system information associated with the serviced system; generating a set of one or more symptoms using the second set of selected system information; creating an issue package that includes the set of one or more symptoms that allows a remediation package to be added; and if permitted, causing the remediation package of the issue package to be performed on the serviced system.

Assignees

• Emc Corp

Inventors

• Schnegelberger Eric
• Wang Grissom

Classifications

• G06F11/0793 Primary

  Remedial or corrective actions (recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40) · CPC title

• G06F11/2257

  using expert systems · CPC title

• H04L41/0631

  using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis · CPC title

• H04L41/16 Primary

  using machine learning or artificial intelligence · CPC title

• H04L41/0654

  using network fault recovery (ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437) · CPC title