On-line problem management of remote data processing systems, using local problem determination procedures and a centralized database

• US 5,287,505 A
• Filed: 02/16/1993
• Issued: 02/15/1994
• Est. Priority Date: 03/17/1988
• Status: Expired due to Term

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Sinclair, Beau T., Emerick, Earl W., Morcomb, James R., Eakins, John J., Miller, Gerald P., Calvert, Nathaniel, Johnston, David L., Koehler, John L., Westling, Sandra D., Scarborough, George B.
• Primary Examiner(s): Thomas, Lee C.
• Assistant Examiner(s): Von Buhr, Maria N.
• Application Number:
  US08/020,187
• Time in Patent Office: 364 Days
• Field of Search: 395/200, 395/575, 395/600, 364/DIG. 1, 364/DIG. 2, 371/11.3, 371/18
• 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 11/22 Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
• CPC Class Codes: G06F 11/2205 using arrangements specific to the hardware being tested
• CPC Class Codes: G06F 11/2257 using expert systems
• CPC Class Codes: G06F 11/2289 by configuration test
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

Automated problem analysis and resolution of a customer data-processing system uses a central service data-processor system communicating with the customer system and having a data base for converting machine, software, and symptom data into instructions, hardware and software module lists, and service call schedules. The customer system detects data concerning its own configuration and problem symptoms for communication to the service system. The service system itself orders repair modules, and electronically communicates software fixes to the customer system.

Claims

1. A method for automated analysis and resolution of problems in a computer system connected to a central service system, said method comprising the machine executed steps of:

in said computer system,

detecting a problem in said computer system;

automatically executing a problem determination procedure to analyze said problem after said problem is detected by said detecting step;

said problem determination procedure generating a list of replaceable components of said computer system that may have caused said problem;

building a symptom string by appending an identification of said problem determination procedure to said list of replaceable components generated by said problem determination procedure;

building a service request by appending machine information about said computer system to said symptom string, said machine information uniquely identifying said computer system;

transmitting said service request to said central service system;

in said central service system,

receiving said service request from said computer system;

searching a database for a matching database entry that matches said symptom string portion of said service request;

finding a matching database entry, said matching database entry containing an indication of a solution software component; and

transmitting said solution software component to said computer system.

2. The method of claim 1, wherein said building a symptom string step further comprises appending an exit point of said problem determination procedure to said list of replaceable components generated by said problem determination procedure.

3. A method for automated analysis and resolution of problems in a computer system connected to a central service system, said method comprising the machine executed steps of:

in said computer system,

detecting a problem in said computer system;

automatically executing a problem determination procedure to analyze said problem after said problem is detected by said detecting step;

said problem determination procedure generating a list of replaceable components of said computer system that may have caused said problem;

building a symptom string by appending an identification of said problem determination procedure to said list of replaceable components generated by said problem determination procedure;

building a service request by appending machine information about said computer system to said symptom string, said machine information uniquely identifying said computer system;

transmitting said service request to said central service system;

in said central service system,

receiving said service request from said computer system;

searching a database for a plurality of matching database entries that match said symptom string portion of said service request;

finding a first matching database entry, said first matching database entry containing an indication of a first solution software component;

finding a second matching database entry, said second matching database entry containing an indication of a second solution software component; and

transmitting said first and second solution software components to said computer system.

4. The method of claim 3, further comprising the steps of:

determining that said computer system already has said first solution software component; and

disabling the transmission of said first solution component to said computer system.

5. The method of claim 3, further comprising the steps of:

finding a third matching database entry, said third matching database entry containing an indication of a first solution microcode component; and

transmitting said first solution microcode component to said computer system.

6. The method of claim 3, further comprising the steps of:

finding a fourth matching database entry, said fourth matching database entry containing first textual information indicating how said problem can be solved; and

transmitting said first textual information to said computer system.

7. The method of claim 3, wherein said building a symptom string step further comprises appending an exit point of said problem determination procedure to said list of replaceable components generated by said problem determination procedure.

8. An apparatus for automated analysis and resolution of problems in a computer network, comprising:

a computer system connected to a central service system, said computer system comprising;

means for detecting a problem in said computer system;

means for automatically executing a problem determination procedure to analyze said problem after said problem is detected by said detecting step;

said problem determination procedure having means for generating a list of replaceable components of said computer system that may have caused said problem;

means for building a symptom string by appending an identification of said problem determination procedure to said list of replaceable components generated by said problem determination procedure;

means for building a service request by appending machine information about said computer system to said symptom string, said machine information uniquely identifying said computer system;

means for transmitting said service request to said central service system;

said central service system further comprising;

means for receiving said service request from said computer system;

means for searching a database for a plurality of matching database entries that match said symptom string portion of said service request;

means for finding a first matching database entry, said first matching database entry containing an indication of a first solution software component; and

means for transmitting said first solution software component to said computer system.

9. The central service system of claim 8, further comprising:

means for finding a second matching database entry, said second matching database entry containing an indication of a second solution software component;

means for transmitting said second solution software component to said computer system;

means for determining that said computer system already has said first solution software component; and

means for disabling the transmission of said first solution component to said computer system.

10. The central service system of claim 8, further comprising:

means for finding a third matching database entry, said third matching database entry containing an indication of a first solution microcode component; and

means for transmitting said first solution microcode component to said computer system.

11. The central service system of claim 8, further comprising:

means for finding a fourth matching database entry, said fourth matching database entry containing first textual information indicating how said problem can be solved; and

means for transmitting said first textual information to said computer system.

12. The computer system of claim 8, wherein said means for building a symptom string further comprises means for appending an exit point of said problem determination procedure to said list of replaceable components generated by said problem determination procedure.

13. The computer system of claim 8, wherein said list of replaceable components generated by said problem determination procedure is ranked in order of decreasing probability that they caused said problem.