LOG FILE MANAGEMENT TOOL

• US 20140280197A1
• Filed: 03/13/2014
• Published: 09/18/2014
• Est. Priority Date: 03/13/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Gatto, Alan, Cottle, Dean, Fylypenko, Oleg, Gurusiddappa, Shivakumar, Haselhuhn, Kevin, Hollis, Greg, Lamprea, Luis, Aleksin, Sergey, Kumar, Gaurav, Datar, Narendra, Pougnet, Michael, Bharucha, Poras, Dale, Brett
• Granted Patent: US 9,846,721 B2
• Time in Patent Office: Days
• US Class Current: 707/741
• CPC Class Codes: G06F 11/3072 where the reporting involves data filtering, e.g. pattern matching, time or event triggered, adaptive or policy-based reporting
• CPC Class Codes: G06F 11/3409 for performance assessment
• CPC Class Codes: G06F 11/3476 Data logging G06F11/14, G06F11/2205 take precedence
• CPC Class Codes: G06F 16/21 Design, administration or maintenance of databases
• CPC Class Codes: G06F 16/245 Query processing
• CPC Class Codes: G06F 17/40 Data acquisition and logging for input to computer G06F3/00

Abstract

A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.

Claims

1. A system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

retrieve a first log over a network from a first server of a plurality of servers for at least one contact center;

generate an index of values in the first log;

update an index database based on the index; and

save the first log on a storage device.

2. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to retrieve a second log from a second server of the plurality of servers.

3. The system of claim 2, wherein the first log and the second log are generated by different software applications.

4. The system of claim 2, wherein the first server and the second server are associated with different contact centers.

5. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to compress the first log before saving the first log on the storage device.

6. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to process the first log before saving the first log on the storage device by:

determining a file type of the first log;

determining one or more searchable tokens associated with the file type;

searching the first log for the one or more searchable tokens to identify one or more matches;

determining if the token is to be scrubbed;

replacing the one or more matches with scrubbed data if the token is to be scrubbed; and

updating the index with the token value and a location of the token in the first log.

7. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to purge a plurality of log files from the storage device, wherein the purged log files are older than a set time period.

8. A system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive a request for logs associated with a service;

query a configuration server for a list of servers associated with the service, the servers being for at least one contact center;

retrieve a plurality of logs collected from the servers of the list of servers, the servers being connected to the processor over a network; and

package the retrieved logs into a file.

9. The system of claim 8, wherein the configuration server is configured to determine the list of servers by:

identifying, based on configuration information, a first server associated with the service; and

identifying, based on the configuration information, one or more servers having a dependency relationship with the first server.

10. The system of claim 8, wherein the configuration server is configured to determine the list of servers by:

identifying a relationship graph associated with the service;

identifying a plurality of related applications the relationship graph; and

identifying a plurality of servers based on the identified related application.

11. The system of claim 8, wherein the request further comprises login credentials, and

wherein the memory further stores instructions that, when executed by the processor, cause the processor to retrieve the logs in accordance with restrictions associated with the login credentials.

12. The system of claim 8, wherein the memory further stores instructions that, when executed by the processor, cause the processor to retrieve the logs from a storage device coupled to the servers over a network.

13. The system of claim 8, wherein the memory further stores instructions that, when executed by the processor, cause the processor to retrieve a log of the plurality of logs from a storage device coupled directly to a server of the servers.

14. A system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive a request for logs, the request comprising search criteria comprising at least one of an error code or a session identifier;

search an index database for the search criteria;

retrieve a plurality of logs matching the search criteria, the logs being collected from a plurality of servers for at least one contact center; and

package the retrieved logs into a file.

15. The system of claim 14, wherein the request further comprises filtering criteria, and

the memory further stores instructions that, when executed by the processor, cause the processor to filter the retrieved logs to remove lines to return only lines that match the filtering criteria.

16. The system of claim 15, wherein the filtering criteria comprises at least one of an error code, a session identifier, a log level, and a keyword.

17. The system of claim 14, wherein the search criteria comprises a service request number.