STORAGE MEDIUM STORING TROUBLE HANDLING PROGRAM, AND TROUBLE HANDLING APPARATUS

• US 20100070462A1
• Filed: 06/25/2009
• Published: 03/18/2010
• Est. Priority Date: 09/17/2008
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Morimoto, Kenji, Matsubara, Masazumi, Watanabe, Yukihiro, Matsumoto, Yasuhide, Otsuka, Hiroshi, Shimada, Kuniaki, Wada, Yuji, Katsuno, Akira
• Granted Patent: US 8,438,179 B2
• Time in Patent Office: Days
• US Class Current: 707/603
• 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 11/079 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: H04L 41/0654 using network fault recovery ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13163 Fault alarm
• CPC Class Codes: H04Q 2213/1325 Priority service
• CPC Class Codes: H04Q 2213/13349 Network management

Abstract

A computer-readable portable storage medium storing a trouble handling program for causing a computer to execute a process for knowledgizing past trouble handling cases in information systems, and for recommending handling methods based on trouble handling knowledge obtained by knowledgizing and symptoms of troubles when they occurs, comprises: a searching process for obtaining candidates of handling methods for troubles requested to be handled by searching the trouble handling knowledge; a recording process for recording to a storing unit a history of handling methods executed for each symptom as handling history information; a priority assigning process for assigning priorities to the handling method candidates obtained by the searching process, with reference to the handling history information; and a process for returning to a handling request source the handling methods for the troubles requested to be handled after assigning priorities based on priority assignment information obtained by the priority assigning process.

Claims

1. A computer-readable portable storage medium on which is stored a trouble handling program for causing a computer to execute a process for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method on the basis of a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, the program comprising:

a searching process for obtaining candidates of a handling method for a trouble requested to be handled by searching the trouble handling knowledge;

a recording process for recording to a storing unit a history of handling methods executed for each symptom as handling history information;

a priority assigning process for assigning priorities to the candidates of the handling method (handling method candidates) obtained by the searching process with reference to the handling history information; and

a process for returning to a handling request source the handling method for the trouble requested to be handled after assigning a priority to the handling method on the basis of priority assignment information obtained by the priority assigning process.

2. The storage medium according to claim 1, wherein

the priority assigning process assigns a higher priority to a handling method candidate effective also to other symptoms being handled with reference to handling history information of the other symptoms being handled.

3. The storage medium according to claim 1, wherein

the priority assigning process assigns a higher priority to a handling method candidate included in larger numbers within the handling history information.

4. The storage medium according to claim 1, wherein

the priority assigning process assigns a higher priority to a more recently executed handling method candidate with reference to the handling history information.

5. The storage medium according to claim 1, wherein

the priority assigning process assigns a higher priority to a handling method candidate, which is originally assigned with a higher priority, with reference to the handling history information.

6. The storage medium according to claim 1, wherein

the priority assigning process calculates a priority of each handling method candidate by increasing a weight of a handling method candidate included in handling candidates of handling, which includes a handling candidate common to a handling candidate included in a group of handling method candidates (handling method candidate group), which are obtained by the searching process, with reference to the handling history management information.

7. The storage medium according to claim 1, further comprising

an integrating process for integrating, into one, handling history information having a lot of common portions in handling history information recorded in the handling history management information.

8. The storage medium according to claim 7, wherein

the integrating process determines that a lot of common portions exist if a ratio of the common portions to an entire handling method history (handling history) is equal to or larger than a certain value with reference to each piece of handling history information within the handling history management information.

9. The storage medium according to claim 7, wherein

the integrating process determines that handling histories have a lot of common portions if one handling history matches a forward portion of another handling history, if one handling history is included in another handling history, or if one handling history matches a backward portion of another handling history.

10. A trouble handling apparatus for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method on the basis of a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, comprising:

a searching unit for obtaining candidates of a handling method for a trouble requested to be handled by searching the trouble handling knowledge;

a recording unit for recording to a storing unit a history of handling methods executed for each symptom as handling history information;

a priority assigning unit for assigning priorities to the candidates of the handling method (handling method candidates), which are obtained by the searching unit, with reference to the handling history information stored in the storing unit; and

a recommending unit for returning to a handling request source the handling method for the trouble requested to be handled after assigning a priority to the handling method on the basis of priority assignment information obtained by the priority assigning unit.

11. The trouble handling apparatus according to claim 10, wherein

the priority assigning unit assigns a higher priority to a handling method candidate effective also to other symptoms being handled with reference to handling history information of the other symptoms being handled.

12. The trouble handling apparatus according to claim 10, wherein

the priority assigning unit assigns a higher priority to a handling method candidate included in larger numbers within the handling history information.

13. The trouble handling apparatus according to claim 10, wherein

the priority assigning unit assigns a higher priority to a more recently executed handling method candidate with reference to the handling history information.

14. The trouble handling apparatus according to claim 10, wherein

the priority assigning unit assigns a higher priority to a handling method candidate, which is originally assigned with a higher priority, with reference to the handling history information.

15. The trouble handling apparatus according to claim 10, wherein

the priority assigning unit calculates a priority of each handling method candidate by increasing a weight of a handling method candidate included in handling candidates of handling, which includes a handling candidate common to a handling candidate included in a group of handling method candidates (handling method candidate group), which are obtained by the searching unit, with reference to the handling history management information.

16. The trouble handling apparatus according to claim 10, further comprising

an integrating unit for integrating, into one, handling history information having a lot of common portions in handling history information recorded in the handling history management information.

17. The trouble handling apparatus according to claim 16, wherein

the integrating unit determines that a lot of common portions exist if a ratio of the common portions to an entire handling method history (handling history) is equal to or larger than a certain value with reference to each piece of handling history information within the handling history management information.

18. The trouble handling apparatus according to claim 16, wherein

the integrating unit determines that handling histories have a lot of common portions if one handling history matches a forward portion of another handling history, if one handling history is included in another handling history, or if one handling history matches a backward portion of another handling history.

19. A trouble handling apparatus for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method on the basis of a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, comprising:

a handling history management information storing unit for storing handling history management information including a pair of each handling ID and handling history information corresponding to each handling ID;

a handling request processing unit for receiving a handling request including a handling ID and a symptom of a trouble from a terminal of a user, and for returning a handling ID and a handling method in response to the handling request;

a handling method searching unit for obtaining candidates of a handling method (handling method candidates) corresponding to the symptom of the trouble included in the handling request by searching the trouble handling knowledge;

a handling method recommending unit for assigning priorities to the handling method candidates obtained by the handling method searching unit with reference to the handling history management information storing unit recorded in the handling history management information storing unit, and for adding a pair of the handling ID and the handling methods (handling method candidates) assigned with the priorities to the handling history management information within the handling history management information storing unit as handling history information; and

a handling method updating unit for updating a handling method within a handling history of handling history information corresponding to the handling ID, which is included in the handling request, within the handling history management information recorded in the handling history management information storing unit, with a handling method that is included in the handling request received by the handling request processing unit and executed by the user.