Alerting Recipients to Errors Occurring when Accessing External Services

• US 20120159268A1
• Filed: 12/17/2010
• Published: 06/21/2012
• Est. Priority Date: 12/17/2010
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Li, Wilson, Mehta, Mayank, Boctor, Victor William Habib, Barnes, Christopher, Koman, Ayse Yesim, LeCroy, Jonathan, De Carvalho Neto, Mayerber Loureiro, Byrum, Frank David
• Granted Patent: US 8,762,795 B2
• Time in Patent Office: Days
• US Class Current: 714/57
• CPC Class Codes: G06F 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]

Abstract

A hosting provider operates a server system that provides a service to one or more tenants. The server system receives configuration data from the tenants. As part of providing the service to a given tenant, the server system attempts to access an external service due to the configuration data received from the given tenant identifying the external service. Service access errors can occur when attempting to access the external service. In response to determining that an error has occurred when attempting to access the external service, the server system sends a service access alert to a recipient associated with the given tenant. The service access alert notifies the recipient that the error has occurred.

Claims

1. A method comprising:

providing, by a server system operated by a hosting provider, a service to a tenant;

receiving, by the server system, configuration data from the tenant, the configuration data identifying an external service, the server system not providing the external service;

attempting, by the server system, to access the external service as part of providing the service to the tenant, wherein the server system attempts to access the external service due to the configuration data identifying the external service; and

in response to determining that a service access error has occurred when attempting to access the external service, sending a service access alert to a recipient associated with the tenant, the service access alert notifying the recipient that the service access error has occurred.

2. The method of claim 1, wherein attempting to access the external service comprises attempting, by the server system, to communicate over a communications network with a server that provides the external service.

3. The method of claim 2, the server identified by the configuration data located on a premises of the tenant.

4. The method of claim 2, the server identified by the configuration data located on a premises of a third party.

5. The method of claim 1, wherein sending the service access alert to the recipient comprises sending a message to on-premises monitoring software.

6. The method of claim 1, wherein sending the service access alert to the recipient comprises sending an email message to the recipient, sending a SMS text message to the recipient, making a telephone call to the recipient, or publishing an entry on a web feed system.

7. The method of claim 1, wherein sending the service access alert comprises:

identifying a preferred language of the recipient, wherein the service access alert comprises a description of the service access error, the description being in the identified language.

8. The method of claim 1, wherein the service access alert comprises a link to information intended to help the recipient resolve the service access error.

9. The method of claim 1, wherein the service is a hosted email service.

10. The method of claim 1, further comprising:

receiving, by the server system, a request to submit preference data, the preference data indicating a mode of receiving service access alerts; and

in response to determining that the service access error has occurred when attempting to perform the operation, generating, by the server system, the service access alert in the indicated mode.

11. The method of claim 1, further comprising:

storing, by the server system, a record of the service access alert in a tenant database;

receiving, by the server system, a request to view the service access alert; and

in response to receiving the request, sending, by the server system, data representing the service access alert to a client device that sent the request.

12. A server system comprising:

one or more computing devices, the one or more computing devices comprising processing units that execute computer-executable instructions, execution of the computer-executable instructions causing the server system to;

provide a hosted email service to multiple tenants;

receive configuration data from a given tenant, the given tenant being one of the tenants, the configuration data identifying an external service, the server system not providing the external service;

attempt to access the external service as part of providing the hosted email service to the given tenant, wherein the server system attempts to access the external service due to the configuration data identifying the external service; and

in response to determining that an service access error has occurred when attempting to access the external service, send a service access alert to a recipient associated with the given tenant, the service access alert notifying the recipient that the service access error has occurred.

13. The server system of claim 12, wherein each of the one or more computing devices comprises a computer storage medium storing at least some of the computer-executable instructions.

14. The server system of claim 12,

wherein the server system attempts to access the external service by attempting to communicate over a communications network a server identified by the configuration data;

and

wherein the server system of claim 14, wherein the server identified by the configuration data is located on a premises of the given tenant or a third party.

15. The server system of claim 14, wherein the service access error arises out of the server system not being able to communicate with the server identified by the configuration data.

16. The server system of claim 15, wherein the server system is not able to communicate with the server because the server is powered down.

17. The server system of claim 12,

wherein the service access error is a first service access error;

and

wherein execution of the computer-executable instructions further causes the server system to refrain from sending within a given time period another service access alert to the recipient when the other service access alert is regarding a second service access error belonging to a same service access error type as the first service access error.

18. The server system of claim 12, wherein execution of the computer-executable instructions further causes the server system to:

store preference data received from the given tenant, the preference data indicating a list of recipients for service access alerts; and

generate, in response to determining that the service access error has occurred when attempting to perform the operation, the service access alert for each recipient in the list of recipients.

19. The server system of claim 12, wherein execution of the computer-executable instructions further causes the server system to:

store a record of the service access alert in a tenant database;

receive a request to view the service access alert; and

send, in response to receiving the request, data representing the service access alert to a client device that sent the request.

20. A computer storage medium comprising computer-executable instructions, that when executed by one or more computing devices in a server system, cause the server system to:

provide a hosted email service to multiple tenants;

receive configuration data from a given tenant, the given tenant being one of the tenants, the configuration data identifying an external service, the server system not providing the external service;

store preference data received from the given tenant, the preference data indicating a mode of receiving service access alerts;

attempt to communicate with a local server that provides the external service as part of providing the hosted email service to the given tenant, the local server located at a premises of the given tenant, wherein the server system attempts to communicate with the local server due to the configuration data identifying the external service;

determine that a service access error has occurred when attempting to communicate with the local server;

in response to determining that the service access error has occurred, generate a service access alert in the indicated mode;

send the service access alert to a recipient associated with the given tenant, the service access alert notifying the recipient that the service access error has occurred;

store a record of the service access alert in a tenant database;

receive a request to view the service access alert; and

send, in response to receiving the request, data representing the service access alert to a client device that sent the request.