AUTOMATED REMOTE MESSAGE MANAGEMENT

• US 20160301734A1
• Filed: 04/10/2015
• Published: 10/13/2016
• Est. Priority Date: 04/10/2015
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Henderson, Michael A., Levey, Richard I., Johnson, Randy S., Northway, Tedrick N.
• Granted Patent: US 10,637,722 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 41/069 using logs of notifications; Post-processing of notifications
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/234 for tracking messages

Abstract

A method and system for remotely managing messages is provided. The method includes receiving a status message associated with an operational status of hardware or software and determining, via execution of a message database table associated with a message database, that the status message includes a new message not located within the message database. The status message is added to the message database table and a search process for messages matching the status message is executed to determine if a match between the messages and status is located.

Claims

1. A message handling method comprising:

receiving, by a computer processor of a computing system, a status message associated with an operational status of hardware or software;

determining, by said computer processor executing a message database table associated with a message database of said computing system, that said status message comprises a new message not located within said message database;

adding, by said computer processor, said status message to said message database table;

executing, by said computer processor, a search process for messages matching said status message; and

additionally determining, by said computer processor based on results of said executing, if a match between said messages and said status is located.

2. The method of claim 1, wherein results of said determining indicate that said match has not been located, and wherein said method further comprises:

presenting, by said computer processor, said status message via an incident GUI console;

enabling, by said computer processor, an incident record within an incident ticketing system for analyzing said status message;

analyzing in response to said enabling, by said computer processor based on feedback from a technical support team, said status message;

identifying, by said computer processor based on results of said analyzing, associated message handling actions required for said status message; and

transmitting, by said computer processor to a remote storage system, said associated message handling actions and said status message.

3. The method of claim 2, wherein said analyzing comprises:

determining, by said computer processor based on data associated with said status message, a plan for addressing issues associated with said status message;

compiling, by said computer processor, said data into a message resolution document; and

selecting, by said computer processor based on analysis of said message resolution document, at least one action of said associated message handling actions.

4. The method of claim 1, wherein results of said determining indicate that said match has been located, and wherein said method further comprises:

retrieving, by said computer processor, at least one message handling action associated with said status message; and

prioritizing, by said computer processor based on locations said at least one message handling action is retrieved from, said multiple message handling actions.

5. The method of claim 4, further comprising:

determining, by said computer processor, that said at least one message handling action have been retrieved from an internal, to said computing system, trusted database;

accessing, by said computer processor, said at least one message handling action; and

executing, by said computer processor, said at least one message handling action with respect to said status message.

6. The method of claim 4, further comprising:

determining, by said computer processor, that at least one message handling action has been retrieved from an external, to said computing system, database;

accessing, by said computer processor, said at least one message handling action;

reviewing, by said computer processor, said at least one message handling action;

determining, by said computer processor based on results of said reviewing, that said at least one message handling action does not comprise malicious actions;

storing, by said computer processor within a database internal to said computing system, said at least one message handling action;

executing, by said computer processor, said at least one message handling action with respect to said status message; and

presenting, by said computer processor, said status message via an incident GUI console.

7. The method of claim 1, wherein said executing said search process comprises a real time process comprising:

querying an internal company automation database, at least one of a trusted business partner database, or a crowd sourced automation database for locating messages matching said status message.

8. The method of claim 1, wherein said executing said search process comprises an offline process comprising:

generating, by said computer processor, an index database comprising an index associated with at least one of an internal company automation database, a trusted business partner database, or a crowd sourced automation database; and

querying said index database for locating messages matching said status message.

9. The method of claim 1, further comprising:

providing at least one support service for at least one of creating, integrating, hosting, maintaining, and deploying computer-readable code in the computing system, said code being executed by the computer processor to implement;

said receiving, said determining, said adding, said executing, and said additionally determining.

10. A computing system comprising a computer processor coupled to a computer-readable memory unit, said memory unit comprising instructions that when executed by the computer processor implements a message handling method comprising:

receiving, by said computer processor, a status message associated with an operational status of hardware or software;

determining, by said computer processor executing a message database table associated with a message database of said computing system, that said status message comprises a new message not located within said message database;

adding, by said computer processor, said status message to said message database table;

executing, by said computer processor, a search process for messages matching said status message; and

additionally determining, by said computer processor based on results of said executing, if a match between said messages and said status is located.

11. The computing system of claim 10, wherein results of said determining indicate that said match has not been located, and wherein said method further comprises:

presenting, by said computer processor, said status message via an incident GUI console;

enabling, by said computer processor, an incident record within an incident ticketing system for analyzing said status message;

analyzing in response to said enabling, by said computer processor based on feedback from a technical support team, said status message;

identifying, by said computer processor based on results of said analyzing, associated message handling actions required for said status message; and

transmitting, by said computer processor to a remote storage system, said associated message handling actions and said status message.

12. The computing system of claim 11, wherein said analyzing comprises:

determining, by said computer processor based on data associated with said status message, a plan for addressing issues associated with said status message;

compiling, by said computer processor, said data into a message resolution document; and

selecting, by said computer processor based on analysis of said message resolution document, at least one action of said associated message handling actions.

13. The computing system of claim 10, wherein results of said determining indicate that said match has been located, and wherein said method further comprises:

retrieving, by said computer processor, at least one message handling action associated with said status message; and

prioritizing, by said computer processor based on locations said at least one message handling action is retrieved from, said multiple message handling actions.

14. The computing system of claim 13, wherein said method further comprises:

determining, by said computer processor, that said at least one message handling action have been retrieved from an internal, to said computing system, trusted database;

accessing, by said computer processor, said at least one message handling action; and

executing, by said computer processor, said at least one message handling action with respect to said status message.

15. The computing system of claim 13, wherein said method further comprises:

determining, by said computer processor, that at least one message handling action has been retrieved from an external, to said computing system, database;

accessing, by said computer processor, said at least one message handling action;

reviewing, by said computer processor, said at least one message handling action;

determining, by said computer processor based on results of said reviewing, that said at least one message handling action does not comprise malicious actions;

storing, by said computer processor within a database internal to said computing system, said at least one message handling action;

executing, by said computer processor, said at least one message handling action with respect to said status message; and

presenting, by said computer processor, said status message via an incident GUI console.

16. The computing system of claim 10, wherein said executing said search process comprises a real time process comprising:

querying an internal company automation database, at least one of a trusted business partner database, or a crowd sourced automation database for locating messages matching said status message.

17. The computing system of claim 10, wherein said executing said search process comprises an offline process comprising:

generating, by said computer processor, an index database comprising an index associated with at least one of an internal company automation database, a trusted business partner database, or a crowd sourced automation database; and

querying said index database for locating messages matching said status message.

18. A computer program product, comprising a computer readable hardware storage device storing a computer readable program code, said computer readable program code comprising an algorithm that when executed by a computer processor of a computing system implements a message handling method, said method comprising:

receiving, by said computer processor, a status message associated with an operational status of hardware or software;

determining, by said computer processor executing a message database table associated with a message database of said computing system, that said status message comprises a new message not located within said message database;

adding, by said computer processor, said status message to said message database table;

executing, by said computer processor, a search process for messages matching said status message; and

additionally determining, by said computer processor based on results of said executing, if a match between said messages and said status is located.

19. The computer program product of claim 18, wherein results of said determining indicate that said match has not been located, and wherein said method further comprises:

presenting, by said computer processor, said status message via an incident GUI console;

enabling, by said computer processor, an incident record within an incident ticketing system for analyzing said status message;

analyzing in response to said enabling, by said computer processor based on feedback from a technical support team, said status message;

identifying, by said computer processor based on results of said analyzing, associated message handling actions required for said status message; and

transmitting, by said computer processor to a remote storage system, said associated message handling actions and said status message.

20. The computer program product of claim 19, wherein said analyzing comprises:

determining, by said computer processor based on data associated with said status message, a plan for addressing issues associated with said status message;

compiling, by said computer processor, said data into a message resolution document; and

selecting, by said computer processor based on analysis of said message resolution document, at least one action of said associated message handling actions.