EVENT RESOLUTION

• US 20090271232A1
• Filed: 04/29/2008
• Published: 10/29/2009
• Est. Priority Date: 04/29/2008
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AGDIETMAR-HOPP ALLEE 16 WALLDORF
• Inventors: Waguet, Cyrille, Holz, Sabine, Jann, Annette
• Granted Patent: US 8,744,903 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06N 5/04 Inference or reasoning models
• CPC Class Codes: G06N 5/045 Explanation of inference; Explainable artificial intelligence [XAI]; Interpretable artificial intelligence
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals

Abstract

Apparatus, systems, and methods that operate to assist in resolving both expected and unexpected events that occur in the course of business operations are disclosed. Activities may include detecting the occurrence of an alert event, determining whether the alert event is an expected event or an unexpected event, presenting a resolution sequence for the expected event, and soliciting a new event resolution path for the unexpected event. Further activities may include determining an alert event is an unexpected event, displaying an alert message associated with the unexpected event, and soliciting recommendations to form a new event resolution path to be presented upon determining a new event has occurred that is similar to the alert event. Additional apparatus, systems, and methods are disclosed.

Claims

1. A computer implemented method, comprising:

detecting occurrence of an alert event;

determining whether the alert event is an expected event or an unexpected event;

presenting a resolution sequence for the expected event; and

soliciting a new event resolution path for the unexpected event.

2. The method of claim 1, wherein detecting the occurrence comprises:

detecting a value of a received event; and

at least one of comparing the value to a pre-selected alert threshold value or comparing the received event to one of a correlated series of events.

3. The method of claim 1, wherein determining whether the event is an expected event comprises:

determining existence of a guided procedure corresponding to the expected event.

4. The method of claim1, wherein presenting the resolution sequence comprises:

initiating a previously-stored guided procedure.

5. The method of claim 1, wherein soliciting the new event resolution path comprises:

presenting at least one prior recommendation associated with similar prior events; and

receiving ratings for the at least one prior recommendation in accordance with the alert event.

6. The method of claim 1, wherein soliciting the new event resolution path comprises:

receiving, from a user notified of the alert event, a new recommendation to resolve the alert event.

7. The method of claim 1, comprising:

locating at least one prior recommendation associated with a similar prior event; and

adding a new recommendation received from a user notified of the alert event to the at least one prior recommendation to form a portion of the new event resolution path.

8. The method of claim 1, comprising:

storing the new event resolution path; and

recalling the new event resolution path upon determining a new event is similar to the alert event.

9. The method of claim 1, wherein the alert event is associated with an alert type, comprising:

sending an alert message to alerted users assigned to the alert type.

10. The method of claim 1, comprising:

defining a rule to handle the expected event, wherein the rule includes a valid time period and a process to initiate as part of presenting the resolution sequence.

11. A computer implemented method, comprising:

determining an alert event is an unexpected event;

displaying an alert message associated with the unexpected event; and

soliciting recommendations to form a new event resolution path to be presented upon determining a new event has occurred that is similar to the alert event.

12. The method of claim 11, wherein determining the alert event is an unexpected event comprises:

failing to locate a pre-existing resolution sequence corresponding to the detected alert event.

13. The method of claim 11, wherein displaying the alert message comprises:

at least one of displaying a web page window or a sidebar window as part of a graphical user interface.

14. The method of claim 11, wherein soliciting the recommendations comprises:

at least one of searching business intelligence reports to prepare a list of potential recommendations, or presenting the list of potential recommendations as a ranked list of prior recommendations associated with a prior event determined to be similar to the alert event in terms of at least one of an event type or an event context.

15. The method of claim 11, comprising:

receiving a designation indicating the new event resolution path is a resolution sequence for an expected event.

16. The method of claim 11, comprising:

selecting a system to provide the alert event.

17. The method of claim 11, comprising:

receiving the recommendations selected from search results;

adding the recommendations to prior recommendations to form a combined list; and

saving the combined list as a group of future recommendations.

18. A computer readable medium having instructions stored therein for causing a computer to implement a method, comprising:

detecting occurrence of an alert event;

determining whether the alert event is an expected event or an unexpected event;

presenting a resolution sequence for the expected event; and

soliciting a new event resolution path for the unexpected event.

19. The medium of claim 18, wherein the method comprises:

detecting the occurrence of the alert event by at least one of determining that a received event has crossed a threshold value for an event type matching the event type of the alert event, or by determining that the received event supports a correlated series of events.

20. The medium of claim 18, wherein the method comprises:

presenting the resolution sequence or soliciting the new event resolution path as part of a graphical user interface.

21. A system, comprising:

an alert system to detect occurrence of an alert event;

a dispatcher to determine whether the alert event is an expected event or an unexpected event;

a guided procedure module to present a resolution sequence for the expected event; and

a broker module to maintain a relationship between the alert event and a new event resolution path as a context for resolving the unexpected event.

22. The system of claim 21, comprising:

a display to display a pre-existing series of actions to resolve the expected event as part of the guided procedure, or to dynamically display the new event resolution path as recommended actions are selected from search results and added to the new event resolution path.

23. The system of claim 21, wherein the broker module comprises:

an assistant module to search business intelligence to provide potential recommendations to propose as part of the new event resolution path.

24. The system of claim 21, wherein the broker module comprises:

a recommender module to record user interactions related to recommendations selected to form part of the new event resolution path.

25. The system of claim 21, comprising:

a resource integration layer to access stored information, including a model of the guided procedure.