Intelligent knowledge base for an alarm troubleshooting system

• US 20060074597A1
• Filed: 09/29/2004
• Published: 04/06/2006
• Est. Priority Date: 09/29/2004
• Status: Abandoned Application

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Raphael, Adonny, Srinivasan, Jeeva
• Application Number:
  US10/952,596
• Publication Number:
  US 20060074597A1
• Time in Patent Office: Days
• US Class Current: 702/183
• 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 method and apparatus for troubleshooting information system use a graphical user interface (GUI) to a knowledge base of troubleshooting procedures for presenting the procedures in a graphical form, including a flow chart form and a decision tree form. In one embodiment, the troubleshooting procedures are further prioritized in an order of probability of solving a problem in a controlled system and retrieved in the prioritized order.

Claims

1. A method of troubleshooting a controlled system, comprising:

(a) providing a knowledge base of troubleshooting procedures, the knowledge base accessible using a computer having a graphical user interface;

(b1) storing the troubleshooting procedures in the knowledge base in a non-graphical file format;

(b2) converting the troubleshooting procedures from the non-graphical file format into a file format compatible with the graphical user interface;

(b3) verifying validity of the file format conversion performed at step (b2);

(b4) storing in the knowledge base the troubleshooting procedures converted at step (b2);

(b5) prioritizing the troubleshooting procedures associated with an operational problem in the controlled system in an order of probability to solve the problem; and

(c) presenting the troubleshooting procedures to a user in a graphical form using at least one step of a group of steps consisting of (i) presenting the procedures in an order of priority determined at step (b5), (ii) presenting the procedures containing an identifier of the operational problem, and (iii) presenting the procedures in an order defined by the user so that the user can use the troubleshooting procedures presented in the graphical form to troubleshoot the controlled system.

3. The method of claim 1 wherein the step (b4) further comprises:

modifying and restoring in the knowledge base the troubleshooting procedures upon acquisition of new troubleshooting data.

4. The method of claim 1 wherein the step (c) further comprises:

presenting the troubleshooting procedures in a graphical form selected from a group consisting of a flow chart and a decision tree.

5. The method of claim 1 wherein the identifier is at least one of a key word and an alarm symbol associated with the operational problem.

6. The method of claim 1 wherein the step (b5) further comprises:

maintaining a historical log of the operational problems in the controlled system.

7. The method of claim 1 wherein the step (b4) further comprises:

adding new troubleshooting procedures into the knowledge base using the graphical user interface.

8. The method of claim 7 further comprising:

storing the new troubleshooting procedures using the file format compatible with the graphical user interface.

11. The method of claim 1 wherein the computer is further coupled to at least one of a user interface of the controlled system or a remote knowledge base of troubleshooting procedures.

2. (canceled)

9. (canceled)

10. (canceled)

12. A troubleshooting information system, comprising:

a computer having a graphical user interface;

a knowledge base of troubleshooting procedures accessible using the computers the knowledge base including;

an information unit comprising at least one data bank of the troubleshooting procedures for at least one controlled system;

a prioritization tool for prioritizing the troubleshooting procedures;

a database of historical operational problems;

a depository of proposed troubleshooting procedures; and

a controller coupled to the computer and the knowledge base, the controller including

a converter for converting the troubleshooting procedures into a file format compatible with the graphical user interface;

a search tool for retrieving the troubleshooting procedures from the knowledge base;

a verification tool for verifying the troubleshooting procedures against pre-determined conditions and requirements; and

a graphical tool for adding the troubleshooting procedures in a graphical form to the knowledge base.

13. The system of claim 12 wherein the controller is a portion of the graphical user interface.

14. The system of claim 12 wherein the graphical user interface presents the troubleshooting procedures to a user in a graphical form selected from a group consisting of a flow chart and a decision tree.

16. The system of claim 12 wherein the controller further comprises a troubleshooting procedure execution tool.

17. The system of claim 12 wherein the controller is further coupled to a test/simulation module of the at least one controlled system.

19. The system of claim 12 wherein the at least one data bank comprises troubleshooting procedures suitable for troubleshooting the at least one controlled system.

20. The system of claim 12 further coupled to at least one of a user interface of the at least one controlled system or a remote knowledge base of troubleshooting procedures.

15. (canceled)

18. (canceled)