OPTIMIZED DIAGNOSTIC DATA COLLECTION DRIVEN BY A TICKETING SYSTEM

• US 20170091009A1
• Filed: 09/30/2015
• Published: 03/30/2017
• Est. Priority Date: 09/30/2015
• Status: Active Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Bhattacharyya, Anamitra, Dantam, Krishnamohan, Kosaraju, Ravi K., Makonahalli, Manjunath
• Granted Patent: US 10,255,127 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 11/0775 Content or structure details of the error report, e.g. specific table structure, specific error fields
• CPC Class Codes: G06F 11/0778 Dumping, i.e. gathering error/state information after a fault for later diagnosis
• 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 41/0645 by additionally acting on or stimulating the network after receiving notifications
• CPC Class Codes: H04L 41/0686 Additional information in the notification, e.g. enhancement of specific meta-data
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

A computer implemented method and system for optimizing diagnostic data collection for a computerized issue tracking system. The method and system includes receiving a problem description from an origination system communicating with an issue tracking system. The problem description is analyzed for missing diagnostic data. A data collection scheme is identified to collect the missing diagnostic data. The data collection scheme is in accordance with a criteria for minimizing disruption of the origination system to collect the missing diagnostic data. The method and system includes communicating the missing diagnostic data to the issue tracking system.

Claims

1. A computer implemented method for optimizing diagnostic data collection for a computerized issue tracking system, comprising:

receiving a problem description from an origination system communicating with an issue tracking system;

analyzing the problem description for missing diagnostic data;

identifying a data collection scheme to collect the missing diagnostic data, the data collection scheme being according to a criteria for minimizing disruption of the origination system to collect the missing diagnostic data; and

communicating the missing diagnostic data to the issue tracking system.

2. The method of claim 1, further comprising:

requesting the origination system to collect the missing diagnostic data according to the data collection scheme.

3. The method of claim 1, further comprising:

requesting a user to execute a scenario based on the data collection scheme.

4. The method of claim 1, wherein a diagnostic scheduling tool is used for the identifying the data collection scheme to collect the missing diagnostic data.

5. The method of claim 1, wherein the issue tracking system is a ticketing system which issues problem tickets.

6. The method of claim 5, further comprising:

attaching the missing diagnostic data with a problem ticket including the problem description, wherein the missing diagnostic data and the problem description are accessible together to a user.

7. The method of claim 1, wherein the issue tracking system includes the missing diagnostic data in a communication to a user, and the user initiates the problem description.

8. The method of claim 1, further comprising:

identifying a host not running other processes; and

directing the data collection scheme to the identified host, using a diagnostic scheduling tool.

9. The method of claim 1, wherein the criteria includes one or more of the following:

a time to collect data;

boundaries of a transactions, a user'"'"'s role in context, a time of a day, a location of a user.

10. The method of claim 1, wherein the data collection scheme includes:

enabling a user to log on and execute a series of steps for collecting data associated with the problem description.

11. The method of claim 1, further comprising:

identifying a problem based on the problem description;

identifying a series of steps to duplicate the problem based on the problem description;

enabling a user to execute the series of steps; and

collecting data resulting from the execution of the series of steps.

12. The method of claim 1, further comprising:

identifying collected diagnostic data; and

associating the identified collected diagnostic data with a ticket number.

13. The method of claim 1, further comprising:

identifying the missing diagnostic data; and

sending the missing diagnostic data to the issue tracking system.

14. The method of claim 1, wherein a diagnostic scheduling tool is used for the identifying the data collection scheme to collect the missing diagnostic data, and the method further comprising:

scheduling requests to use resources of a host; and

redirecting a specified user to a selected host using a load balancer communicating with the diagnostic scheduling tool.

15. A computer program product for optimizing diagnostic data collection for a computerized issue tracking system, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, wherein the computer readable storage medium is not a transitory signal per se, the program instructions executable by a computer to cause the computer to perform a method, comprising:

receiving a problem description from an origination system communicating with an issue tracking system;

analyzing the problem description for missing diagnostic data;

identifying a data collection scheme to collect the missing diagnostic data, the data collection scheme being according to a criteria for minimizing disruption of the origination system to collect the missing diagnostic data; and

communicating the missing diagnostic data to the issue tracking system.

16. The computer program product of claim 15, further comprising:

requesting the origination system to collect the missing diagnostic data according to the data collection scheme.

17. The computer program product of claim 15, wherein a diagnostic scheduling tool is used for the identifying the data collection scheme to collect the missing diagnostic data.

18. A computer system for optimizing diagnostic data collection for a computerized issue tracking system, the computer system comprising:

one or more computer processors, one or more computer-readable storage media, and program instructions stored on one or more of the computer-readable storage media for execution by at least one of the one or more processors, the program instructions, comprising;

receiving a problem description from an origination system communicating with an issue tracking system;

analyzing the problem description for missing diagnostic data;

identifying a data collection scheme to collect the missing diagnostic data, the data collection scheme being according to a criteria for minimizing disruption of the origination system to collect the missing diagnostic data; and

communicating the missing diagnostic data to the issue tracking system.

19. The system of claim 18, further comprising:

requesting the origination system to collect the missing diagnostic data according to the data collection scheme.

20. The system of claim 18, wherein a diagnostic scheduling tool is used for the identifying the data collection scheme to collect the missing diagnostic data.