Method and system for managing computer systems

• US 6,026,500 A
• Filed: 05/13/1997
• Issued: 02/15/2000
• Est. Priority Date: 05/13/1997
• Status: Expired due to Term

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: Electronic Data Systems Corporation (Perspecta, Inc.)
• Inventors: Kouwenberg, Frederik P. J., Topff, Guido E. J.
• Primary Examiner(s): Beausoliel, Jr., Robert W.
• Assistant Examiner(s): Elisca, Pierre E.
• Application Number:
  US08/855,081
• Time in Patent Office: 1,008 Days
• Field of Search: 395/483.22, 395/200.53, 395/200.54, 395/200.8, 395/184.01, 395/180, 395/183.02, 395/200.37, 395/200.33, 395/200.47, 395/200.48 , 395/200.49, 364/474.22, 371/20.1, 340/825.06
• US Class Current: 714/26
• CPC Class Codes: H04L 41/20 Network management software packages

Abstract

According to one aspect of the invention, a method of managing a computer system includes receiving event information at a Tivoli Enterprise Console (130), the event information associated with the computer system. The method also includes receiving a command to provide a portion of the event information to a help desk application program and automatically providing the event information in a format readable by a ServiceCenter help desk application program (230) in response to receiving a command to provide a portion of the event information to a help desk application program.

Claims

1. A method for managing a computer system, the method comprising:

receiving event information at a Tivoli Enterprise Console, the event information associated with the computer system;

receiving a command to provide a portion of the event information to a help desk application program;

automatically translating the event information, via interface programming, to a format readable by a ServiceCenter help desk application program;

determining, via the interface programming if an identification number associated with the event information has been generated; and

generating, via the interface programming, an identification number associated with the event information if an identification number associated with the event information has not been generated.

2. The method of claim 1 further comprising the step of automatically providing the event information to the ServiceCenter help desk application program.

3. The method of claim 1 and further comprising automatically generating a trouble ticket.

4. The method of claim 1 and further comprising automatically providing the identification number to the Tivoli Enterprise Console.

5. The method of claim 1 and further comprising the steps of:

determining whether a problem record associated with the event information has been generated; and

opening a problem record associated with the event information if a problem record has not been generated.

6. The method of claim 1 wherein the step of receiving a command to provide a portion of the event information to a help desk application program comprises receiving a command automatically generated based on the content of the event information.

7. The method of claim 1 and further comprising the steps of:

opening a problem record associated with the event information;

processing the problem record; and

automatically providing status information associated with processing the problem record to the Tivoli Enterprise Console.

8. The method of claim 7 wherein the step of automatically providing status information comprises the steps of:

monitoring an output file for added information;

detecting added information in the output file; and

translating the added information into a format understandable by a Tivoli Enterprise Console.

9. A management system for managing a monitored device, the management system comprising:

a computing system comprising at least one processor and at least one memory accessible by the at least one processor;

a Tivoli Enterprise Console event management system stored in the computing system, the event management system operable to receive and process an event having event information, the event associated with the monitored device;

a ServiceCenter help desk application program stored in the computing system, the help desk application program operable to process a problem record; and

interface programming stored on the computing system operable to automatically provide the event information associated with the event to the help desk application program in a format readable by the help desk application program,

wherein the interface programming is further operable to;

determine if an identification number associated with the event has been generated; and

generate an identification number associated with the event if an identification number associated with the event has not been generated.

10. The management system of claim 9 wherein

the interface programming is further operable provide the identification number to the event management system.

11. The system of claim 9 wherein the interface programming is further operable to automatically provide status information associated with the problem record in a format understandable by the Tivoli Enterprise Console.

12. A management system for managing a monitored device, the management system comprising:

a computing system comprising at least one processor and at least one memory accessible by the at least one processor;

a Tivoli Enterprise Console event management system stored in the computing system, the event management system operable to receive and process an event having event information, the event associated with the monitored device;

a ServiceCenter help desk application program stored in the computing system, the help desk application program operable to process a problem record; and

interface programming stored on the computing system operable to automatically provide the event information associated with the event to the help desk application program in a format readable by the help desk application program, wherein the interface programming is further operable to monitor an input file for changes and in response to detecting changes transmit information contained in the file to the ServiceCenter help desk application program.

13. A systems management system, the system comprising:

a computing system comprising at least one processor and at least one memory accessible by the at least one processor;

a Tivoli Enterprise Console stored in the computing system and operable to run on the computing system, the Tivoli Enterprise Console operable to receive and process an event, the event containing event information;

a ServiceCenter help desk application stored in computing system and operable to run on the computing system, the ServiceCenter help desk operable to process a trouble ticket; and

interface programming stored on the computing system operable to automatically generate a trouble ticket based on the event information, wherein the interface programming further comprises programming operable to monitor an output file for changes and in response to detecting changes in the output file provide information associated with the trouble ticket to the Tivoli Enterprise Console in a format understandable by the Tivoli Enterprise Console.

14. The system of claim 13 wherein the interface programming further comprises programming operable to determine if a trouble ticket has previously been generated for the event.

15. The system of claim 13 wherein the interface programming further comprises programming operable to send a fake Tivoli event to the ServiceCenter, the fake Tivoli event indicating that a trouble ticket has been requested for the event.

16. The system of claim 13 wherein the interface programming further comprises programming operable to receive information in response to the ServiceCenter processing a trouble ticket and provide an identification number associated with the trouble ticket to the Tivoli Enterprise Console.

17. The system of claim 13 wherein the interface programming further comprises an AXFILED process and the interface programming further comprises an executable file operable to generate an input file based on the event information, the input file having a format the can be read by the ServiceCenter AXFILED process.

18. A systems management system, the system comprising:

a computing system comprising at least one processor and at least one memory accessible by the at least one processor;

a Tivoli Enterprise Console stored in the computing system and operable to run on the computing system, the Tivoli Enterprise Console operable to receive and process an event, the event containing event information;

a ServiceCenter help desk application stored in computing system and operable to run on the computing system, the ServiceCenter help desk operable to process a trouble ticket; and

interface programming stored on the computing system operable to automatically generate a trouble ticket based on the event information, wherein the interface programming further comprises programming operable to monitor an input file for changes to the input file and upon detecting changes to the input file transmit information contained in the input file to a portion of the ServiceCenter help desk application in a format understandable by the ServiceCenter help desk application.

19. A method for managing a computer system, the method comprising:

receiving event information at a Tivoli Enterprise Console, the event information associated with the computer system;

receiving a command to provide a portion of the event information to a help desk application program;

automatically providing the event information associated with the event to the help desk application program in a format readable by the help desk application program; and

monitoring an input file, via interface programming, for changes and in response to detecting changes transmit information contained in the file to the help desk application program.

20. The method of claim 19, further comprising monitoring an output file, via interface programming, for changes and in response to detecting changes in the output file provide information associated with the event to the Tivoli Enterprise Console in a format understandable by the Tivoli Enterprise Console.

21. The method of claim 19, further comprising automatically determining, via interface programming, whether a trouble ticket has previously been generated for the event.

22. The method of claim 19, further comprising transmitting, via interface programming, a fake Tivoli event to the help desk application program, the fake Tivoli event indicating that a trouble ticket has been requested for the event.