TROUBLESHOOTING SUPPORT METHOD, AND TROUBLESHOOTING SUPPORT APPARATUS

• US 20110066939A1
• Filed: 11/23/2010
• Published: 03/17/2011
• Est. Priority Date: 05/27/2008
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Morimoto, Kenji, Matsubara, Masazumi, Watanabe, Yukihiro, Matsumoto, Yasuhide, Oguro, Keiichi, Shimada, Kuniaki, Wada, Yuji, Katsuno, Akira
• Granted Patent: US 8,719,643 B2
• Time in Patent Office: Days
• US Class Current: 715/708
• 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 11/0793 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
• CPC Class Codes: G06F 11/327 Alarm or error message display

Abstract

When a problem occurs in a computer system, the following processing is performed. That is, a troubleshooting procedure that includes, at least, operation content and input request for system information, presented to an operator, and in which command to acquire system information related to the input request from the information source of the system information are assigned to the input request, is referenced. Furthermore, in accordance with the command, system information is collected from an information source where system information exists. Then, after those input request for system information have been removed from the troubleshooting procedure, the resultant troubleshooting procedure is presented to the operator. Thus, the workload of the operator in the troubleshooting operation can be significantly reduced, and the time until the operation is completed is shortened, making rapid troubleshooting possible.

Claims

1. A computer-readable, non-transitory medium storing a trouble shooting support program causing a computer to execute a process, the process comprising:

referencing a troubleshooting procedure that comprises, at least, operation content and an input request for system information, presented to an operator, and in which a command to acquire system information related to the input request from the information source of the system information are assigned to the input request, when a problem occurs in a computer system;

collecting system information from an information source where system information exists, according to the command assigned to the input request of the troubleshooting procedures that have been referenced;

abridging from the troubleshooting procedure, the input request for the system information which is collected; and

presenting to an operator, a troubleshooting procedure in which the input request have been abridged.

2. The computer-readable, non-transitory medium according to claim 1, wherein

the troubleshooting procedure further includes branching conditions for determining whether or not to present the operation content or the input request, and

the abridging further abridges those of the operation content and the input request for which the branching conditions are not met to the collected system information.

3. The computer-readable, non-transitory medium according to claim 1, wherein

the referencing, based on incident information capable of specifying the content of a problem, extracts from a database in which a plurality of troubleshooting procedures are stored, a troubleshooting procedure whose application conditions match the content of a problem of the incident information, and references this.

4. The computer-readable, non-transitory medium according to claim 1, wherein

the collecting collects system information from at least incident information capable of specifying a source of a problem or one database in which management information of system components of the computer system are stored.

5. A trouble shooting support method executed on a computer, the method comprising:

referencing a troubleshooting procedure that comprises, at least, operation content and an input request for system information, presented to an operator, and in which a command to acquire system information related to the input request from the information source of the system information are assigned to the input request, when a problem occurs in a computer system, when a problem occurs in a computer system;

collecting system information from an information source where system information exists, according to the command assigned to the input request of the troubleshooting procedures that have been referenced;

abridging from the troubleshooting procedure, the input request for the system information which is collected; and

presenting to an operator, a troubleshooting procedure in which the input request have been abridged.

6. A trouble shooting support method according to claim 5, wherein

the troubleshooting procedure further includes branching conditions for determining whether or not to present the operation content or the input request, and

the abridging further abridges those of the operation content and the input request for which the branching conditions are not met to the collected system information.

7. A trouble shooting support method according to claim 5, wherein

the referencing, based on incident information capable of specifying the content of a problem, extracts from a database in which a plurality of troubleshooting procedures are stored, a troubleshooting procedure whose application conditions match the content of a problem of the incident information, and references this.

8. A trouble shooting support method according to claim 5, wherein

the collecting collects system information from at least incident information capable of specifying a source of a problem or one database in which management information of system components of the computer system are stored.

9. A trouble shooting support apparatus comprising:

a referencing device for, when a problem occurs in a computer system, referencing a troubleshooting procedure that comprises, at least, operation content and an input request for system information, presented to an operator, and in which a command to acquire system information related to the input request from the information source of the system information are assigned to the input request;

a collection device for collecting system information from an information source where system information exists, according to the command assigned to the input request of the troubleshooting procedures that have been referenced by the referencing device;

an abridgment device for abridging from the troubleshooting procedure, input request for the system information collected by the collection device; and

a presentation device for presenting to an operator, a troubleshooting procedure in which the input request have been abridged by the abridging device.

10. A trouble shooting support apparatus according to claim 9, wherein

the troubleshooting procedure further includes branching conditions for determining whether or not to present the operation content or the input request, and

the abridgment device further abridges those of the operation content and the input request for which the branching conditions are not met to the collected system information.

11. A trouble shooting support apparatus according to claim 9, wherein

the referencing device, based on incident information capable of specifying the content of a problem, extracts from a data base in which a plurality of troubleshooting procedures are stored, a troubleshooting procedure whose application conditions match the content of a problem of the incident information, and references this.

12. A trouble shooting support apparatus according to claim 9, wherein

the collection device collects system information from at least incident information capable of specifying a source of a problem or one database in which management information of system components of the computer system are stored.