Generation of problem tickets for a computer system
First Claim
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 Assignments
0 Petitions
Accused Products
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.
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Citations
15 Claims
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1. A program product for managing events, said program product comprising:
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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
whereinsaid 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer system for managing events, said system comprising:
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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.
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13. A program product for managing events, said program product comprising:
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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
whereinsaid first and second program instructions are recorded on said medium. - View Dependent Claims (14)
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15. A computer system for managing events, said system comprising:
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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.
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Specification