System and method of generating trouble tickets to document computer failures

• US 20050081118A1
• Filed: 10/10/2003
• Published: 04/14/2005
• Est. Priority Date: 10/10/2003
• Status: Abandoned Application

• Current Assignee: Lenovo Singapore Pte Limited (Lenovo Group Ltd.)
• Original Assignee: International Business Machines Corporation
• Inventors: Cromer, Daryl Carvis, Locker, Howard Jeffrey, Cheston, Richard W., Dayan, Richard Alan
• Application Number:
  US10/683,242
• Publication Number:
  US 20050081118A1
• Time in Patent Office: Days
• US Class Current: 714/47
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06F 11/0793 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

Abstract

A data processing system service includes enabling the system to perform diagnostic processing in response to a system failure and enabling the system to perform corrective action during the automated diagnostic processing to attempt to resolve the system failure. The service further includes configuring the system to generate a trouble ticket containing information characterizing the system failure and any attempted corrective action regardless of whether the corrective action was successful in resolving the system failure. The system may be further enabled to forward the trouble ticket to an external database for analysis and to access the external database to determine whether the detected failure has been encountered previously. The system may be partitioned into two partitions including a diagnostic partition. The system boots to the diagnostic partition following a failure or in response to a request from a user.

Claims

1. An automated data processing system management service, comprising:

enabling a data processing system to perform diagnostic processing responsive to detection of a system failure;

enabling the system to perform corrective action during the automated diagnostic processing to attempt to resolve the system failure; and

configuring the system to generate a trouble ticket containing information characterizing the system failure and any attempted corrective action regardless of whether the corrective action was successful in resolving the system failure.

2. The service of claim 1, further comprising enabling the data processing system to perform the diagnostic processing responsive to a request from a user suspecting a system failure.

3. The service of claim 1, wherein enabling the system to perform diagnostic processing is further characterized as configuring the data processing system with an operational partition and a diagnostic partition capable of executing the diagnostic processing and configuring the data processing system to boot the diagnostic partition responsive to the system failure.

4. The service of claim 1, further comprising, enabling the system to forward the trouble ticket to an external database.

5. The service of claim 4, wherein enabling the system to perform diagnostic processing and corrective action is further characterized as enabling the system to access the external database to determine whether the detected failure has been encountered previously.

6. The service of claim 4, further configuring the system to permit a user to analyze the external database to determine a characteristic selected from the frequency of various failure modes and the efficiency of the corrective action in resolving failures.

7. The service of claim 1, wherein the diagnostic processing and corrective action include requesting user input to guide the diagnostic processing and corrective action.

8. A computer program product comprising computer executable instructions, stored on a computer readable medium, for diagnosing a data processing system, comprising:

computer code means for performing diagnostic processing responsive to an event selected from a user suspecting a system failure requesting the diagnostic processing and the system detecting a failure;

computer code means for performing corrective action to attempt to resolve the failure; and

computer code means for generating a trouble ticket identifying the system, characterizing the failure, and identifying the correcting action taken and the success of the corrective action, the code means for generating the trouble ticket being executed regardless of the corrective action success.

9. The computer program product of claim 8, further comprising code means for booting a diagnostic partition of the data processing system containing the diagnostic processing code means responsive to the event.

10. The computer program product of claim 8, further comprising, code means for forwarding the trouble ticket to an external database.

11. The computer program product of claim 10, wherein diagnostic processing and corrective action code means include code means for accessing the external database to determine whether the system failure has been encountered previously.

12. The computer program product of claim 11, further comprising code means for prioritizing the corrective action sequence based at least in part on the external database when the problem has been previously encountered.

13. The computer program product of claim 10, further comprising code means for analyzing the external database to determine a characteristic selected from the frequency of various failure modes and the efficiency of the corrective action in resolving failures.

14. A data processing system including processor, storage medium, and I/O means, the system including:

computer code means for performing diagnostic processing responsive to an indication of a system failure;

computer code means for performing corrective action resolving the failure; and

computer code means for generating a trouble ticket identifying the system, characterizing the failure, and identifying the correcting action taken and the success of the corrective action.

15. The data processing system of claim 14, wherein the storage medium of the data processing system includes an operational partition and a diagnostic partition, wherein the diagnostic partition includes the diagnostic processing code.

16. The data processing system of claim 14, further comprising, code means for forwarding the trouble ticket to a local database and an external database, and wherein the diagnostic processing code means includes code means for accessing at least one of the external or local databases to determine previous occurrences of the system failure and for using the database information to guide the corrective action taken.

17. A data processing system maintenance service, comprising:

providing diagnostic processing code capable of taking corrective action;

enabling the system to execute the diagnostic code in response to an indication of a system failure;

wherein, responsive to the corrective action resolving the system failure, the diagnostic code generates a trouble ticket including information indicative of the system, the system failure, and the corrective action and forwards the trouble ticket to an external database to enable the database to monitor the frequency, characteristics, and corrective action associated with locally resolved system failures.

18. The data processing system maintenance service of claim 17, wherein the diagnostic code further stores the trouble ticket in a local database.

19. The data processing system maintenance service of claim 17, wherein providing diagnostic code is further characterized as:

partitioning the system into at least two partitions including a diagnostic partition including the diagnostic processing code; and

booting the diagnostic partition responsive to the indication of the system failure.

20. The data processing system maintenance service of claim 17, wherein the corrective action is selected from a list including:

rebooting the system, downloading software drivers, restoring the system to a last known good state, and accessing a database containing information indicative of previous system failures and corrective actions.