Generation of problem tickets for a computer system

• US 20050039192A1
• Filed: 08/14/2003
• Published: 02/17/2005
• Est. Priority Date: 08/14/2003
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated (Kyndryl Holdings, Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Robinson, Todd D., McKalko, James D., Chavez, Jose R. Jr., Rexroth, John A.
• Granted Patent: US 7,266,734 B2
• Time in Patent Office: Days
• US Class Current: 719/318
• CPC Class Codes: G06F 1/28 Supervision thereof, e.g. detecting power-supply failure by out of limits supervision
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level

Abstract

A computer system and program product for managing events. Program instructions, respond to notification of an event, by determining if a problem ticket can be automatically generated for the event. If so, the program instructions make a request to generate the problem ticket. The program instructions determine if the problem ticket can be automatically generated based in whole or in part on (a) a type of the event and a customer who owns or uses a computer system in which the event occurred, (b) a type of the event, a customer who owns or uses a computer system in which the event occurred, and a severity of the event, (c) a type of the event, a customer who owns or uses a computer system in which the event occurred, and a magnitude of the event, or (d) a type of the event and whether other events of a same type occur at approximately a same time. If a determination is made that a problem ticket cannot be automatically generated, other program instructions notify or initiate notification of an operator and supply event information for the operator so that the operator can determine whether to generate a problem ticket.

Claims

1. A program product for managing events, said program product comprising:

a computer readable medium;

program instructions, responsive to notification of an event, to determine if a problem ticket can be automatically generated for said event, and if so, making a request to generate said problem ticket; and

wherein

said program instructions determine if said problem ticket can be automatically generated based in whole or in part on (a) a type of said event and a customer who owns or uses a computer system in which the event occurred, (b) a type of said event, a customer who owns or uses a computer system in which the event occurred, and a severity of said event, (c) a type of said event, a customer who owns or uses a computer system in which the event occurred, and a magnitude of said event, or (d) a type of said event and whether other events of a same type occur at approximately a same time; and

said program instructions are recorded on said medium.

2. A program product as set forth in claim 1 wherein said program instructions determine if said problem ticket can be automatically generated based on a type of said event and a customer who owns or uses a computer system in which the event occurred.

3. A program product as set forth in claim 1 wherein said program instructions determine if said problem ticket can be automatically generated based on a type of said event, a customer who owns or uses a computer system in which the event occurred, and a severity of said event.

4. A program product as set forth in claim 1 wherein said program instructions determine if said problem ticket can be automatically generated based on a type of said event, a customer who owns or uses a computer system in which the event occurred, and a magnitude of said event.

5. A program product as set forth in claim 1 wherein said program instructions determine if said problem ticket can be automatically generated based on a type of said event and whether other events of a same type occur at approximately a same time.

6. A program product as set forth in claim 1 wherein if the first said program instructions determine that said problem ticket cannot be automatically generated, said program product further comprising second program instructions to notify or initiate notification of an operator and supply event information for said operator so that said operator can determine whether to generate a problem ticket;

and wherein said second program instructions are recorded on said medium.

7. A program product as set forth in claim 6 wherein said program product further comprises third program instructions to solicit from said operator problem ticket information and a decision whether to create a problem ticket;

and wherein said third program instructions are recorded on said medium.

8. A program product as set forth in claim 1 wherein there is a gateway system with a plurality of URLs for respective problem management systems, and further comprising other program instructions to send said request to the URL of a target one of said problem management systems;

and wherein said other program instructions are recorded on said medium.

9. A program product as set forth in claim 8 wherein said other program instructions identify said URL based on a customer who owns or uses a computer system in which the event occurred.

10. A program product as set forth in claim 1 wherein said program product further comprises other program instructions to identify a support person or support group to handle said problem ticket, based on a type of said event;

and wherein said other program instructions are recorded on said medium.

11. A program product as set forth in claim 10 wherein there is a gateway coupled for communication with a plurality of problem management systems, and said program product includes gateway program instructions, for execution at said gateway, to forward a problem ticket creation request to one of said problem management systems, said gateway program instructions determine said one problem management system based on a customer name associated with said event, and the problem management system which supports said customer;

and wherein said gateway program instructions are recorded on said medium.

12. A computer system for managing events, said system comprising:

means, responsive to notification of an event, for determining if a problem ticket can be automatically generated for said event; and

means, responsive to a determination that a problem ticket can be automatically generated, for making a request to generate said problem ticket; and

wherein the determining means determines if said problem ticket can be automatically generated based on (a) a type of said event and a customer who owns or uses a computer system in which the event occurred, (b) a type of said event, a customer who owns or uses a computer system in which the event occurred, and a severity of said event, (c) a type of said event, a customer who owns or uses a computer system in which the event occurred, and a magnitude of said event, or (d) a type of said event and whether other events of a same type occur at approximately a same time.

13. A program product for managing events, said program product comprising:

a computer readable medium;

first program instructions, responsive to notification of an event, to determine if a problem ticket can be automatically generated for said event, and if so, making a request to generate said problem ticket; and

second program instructions, responsive to a determination that said problem ticket cannot be automatically generated, to notify or initiate notification of an operator and supply event information for said operator so that said operator can determine whether to generate a problem ticket; and

wherein

said first and second program instructions are recorded on said medium.

14. A program product as set forth in claim 13 wherein said program product further comprises third program instructions to solicit from said operator problem ticket information and a decision whether to create a problem ticket;

and wherein said third program instructions are recorded on said medium.

15. A computer system for managing events, said system comprising:

means, responsive to notification of an event, for determining if a problem ticket can be automatically generated for said event; and

means, responsive to a determination that a problem ticket can be automatically generated, for making a request to generate said problem ticket; and

means, responsive to a determination that a problem ticket cannot be automatically generated, for notifying or initiating notification of an operator and supplying event information for said operator so that said operator can determine whether to generate a problem ticket.