Automated service support of software distribution in a distributed computer network
First Claim
1. A computer service method for selectively creating job tickets in response to error alerts, the error alerts being created during package distribution on a computer network comprising a plurality of network devices and including information related to package distribution failure, the method comprising:
- receiving an error alert;
processing the error alert to identify a failure type from the failure information;
updating an error tracking file comprising tracking values for each of the failure types to incrementally change a tracking number for the identified failure type;
comparing the updated tracking value for the identified failure type to a threshold limit for the identified failure type to determine if the threshold limit is exceeded; and
when the comparing determines the threshold limit is exceeded, creating a job ticket including at least a portion of the failure information from the error alert to initiate service in the computer network.
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Accused Products
Abstract
A computer system, and associated method, with a tool for processing error alerts issued during distribution of application packages to network client devices. The tool validates error alerts to filter out erroneous alerts and parses error alerts to obtain a subset of information useful for tracking each error alert and for producing maintenance job tickets. Threshold limits for each type of error are utilized to further filter the error alerts by updating counts for each type of error and comparing these counts to the threshold limits. Once a threshold limit is exceeded, the tool performs further verification to determine whether a job ticket should be issued including performing a look up for the affected network device in an outage notice file. A job ticket is created which includes verified information and the ticket is then transmitted to the maintenance center determined responsible for servicing the affected network device.
96 Citations
27 Claims
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1. A computer service method for selectively creating job tickets in response to error alerts, the error alerts being created during package distribution on a computer network comprising a plurality of network devices and including information related to package distribution failure, the method comprising:
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receiving an error alert;
processing the error alert to identify a failure type from the failure information;
updating an error tracking file comprising tracking values for each of the failure types to incrementally change a tracking number for the identified failure type;
comparing the updated tracking value for the identified failure type to a threshold limit for the identified failure type to determine if the threshold limit is exceeded; and
when the comparing determines the threshold limit is exceeded, creating a job ticket including at least a portion of the failure information from the error alert to initiate service in the computer network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for automatically responding to error alerts created by network devices during operation of a computer network, comprising:
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providing a network device file comprising identification information for each of the network devices in the computer network;
receiving an error alert comprising failure information related to a network failure and to at least one of the network devices affected by the network failure;
validating the received error alert as being transmitted by one of the network devices by comparing the failure information in the received error alert related to the one network device with the identification information in the network device file; and
if the received error alert is validated, creating a job ticket for the one network device including at least a portion of the failure information for use in servicing the one network device. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A computer program product for processing error alerts created for a computer network to determine when to create job tickets to address errors identified in the error alerts, comprising:
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first computer code devices configured to cause a computer to process a received error alert to identify a failure type from failure information included in the received error alert and to identify a source of the received error alert;
second computer code devices configured to cause a computer to validate the received error alert by accessing a network file including identification information for each network device in the computer network and determining whether the source of the received error alert is included in the network file;
third computer code devices configured to cause a computer to, after the error alert is validated, update an error tracking value for the identified failure type and to compare the updated error tracking value with a threshold limit for the identified failure type; and
fourth computer code devices configured to cause a computer to, when the threshold limit is exceeded, create a job ticket in response to the validated error alert comprising at least a portion of the failure information. - View Dependent Claims (22, 23)
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24. A service support system for at least partially automatically processing error alerts created in a distributed computer network in response to a failure during distribution of a software package to network devices and for selectively creating and issuing job tickets to correct the failure, comprising:
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a memory device including files for storing identification data for each of the network devices in the computer network, for storing threshold limits for previously identified network failure types, and for storing tracking information for each of the failure types indicating a number of the error alerts received relating to each of the failure types; and
an auto ticket tool in communication with the network devices to receive the error alerts and with the memory device to access the identification data and the threshold limits, wherein the auto ticket tool is configured to process each of the error alerts, to determine the failure type, to update the tracking information for the failure type, to determine if the threshold limit for the failure type is exceeded based on the updated tracking information, and if the threshold limit is determined to be exceeded, creating a job ticket for a network device identified by the identification data. - View Dependent Claims (25, 26, 27)
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Specification