Product knowledge management

• US 7,146,535 B2
• Filed: 12/13/2002
• Issued: 12/05/2006
• Est. Priority Date: 08/04/2000
• Status: Active Grant

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Inventors: Bingham, Paris E. Jr., Martin, Rex G., Treece, Alan J., Helgren, Matthew J., Little, Mike E.
• Primary Examiner(s): Baderman, Scott
• Assistant Examiner(s): SCHELL, JOSEPH O
• Application Number:
  US10/318,702
• Publication Number:
  US 20040078725A1
• Time in Patent Office: 1,453 Days
• Field of Search: 714/23, 714/27, 714/35, 714/21, 714/26, 706/60, 706/47, 706/48, 706/50, 706/908, 717/117, 717/121
• US Class Current: 714/26
• CPC Class Codes: G06F 11/2257 using expert systems
• CPC Class Codes: G06N 5/00 Computing arrangements using knowledge-based models
• CPC Class Codes: G06N 5/025 Extracting rules from data

Abstract

A system for creating and editing checks for a knowledge automation engine to use in detecting product issues on products. A knowledge automation engine may evaluate a check against a fact to detect a product issue on a product and provide a client of the product remediation information. A check may contain a product issue description, a rule to evaluate against a fact in order to detect the product issue, and remediation information to help a client address the product issue if the product issue is detected on the product. Product issues may include product installation validation and known product bugs. Facts used by the knowledge automation engine may include product configuration facts. Statistics on check execution results may be accumulated to provide additional information on products through their life cycle.

Claims

1. A system, comprising:

a knowledge repository configured to store one or more checks for a plurality of products, wherein each check comprises a rule to detect an issue for one or more products and remediation information for the issue;

a fact repository separate from the knowledge repository storing facts descriptive of configurations of the plurality of products;

a fact collector configured to, in response to a query from a requester, collect one or more raw facts related to a product of the plurality of products in a first format, organize the one or more raw facts in a second format recognizable by the requester, and transmit one or more selected facts organized in the second format to the requester;

a knowledge automation engine coupled to the fact repository and the fact collector via distinct respective interfaces, wherein, in response to receiving a check selected from the knowledge repository, the knowledge automation engine is configured to;

obtain one or more facts needed to evaluate a rule in the check, wherein to obtain the one or more facts the knowledge automation engine is configured to;

determine whether each fact of the one or more facts is present in the fact repository;

obtain the fact from the fact repository if the fact is present in the fact repository; and

query the fact collector to obtain the fact if the fact is not present in the fact repository; and

evaluate the rule in the check using the one or more facts.

2. The system as recited in claim 1, wherein the knowledge automation engine is further configured to generate a report indicating issues identified as a result of evaluating the rule in the check and the remediation information for each identified issue.

3. The system as recited in claim 1, wherein the knowledge repository provides a knowledge repository interface accessible to one or more applications, wherein the one or more applications include a preemptive product issue identification application configured to initiate an evaluation by the knowledge automation engine of a set of the checks from the knowledge repository to preemptively identify issues for one or more installed products.

4. The system as recited in claim 1, wherein the knowledge repository provides a check management interface comprising a standard interface configured for adding or editing checks for a particular product at different stages of the product'"'"'s life cycle.

5. The system as recited in claim 4, wherein the standard interface of the check management interface is configured for adding or editing checks for a particular product by different clients having different roles in regard to the product.

6. The system as recited in claim 1, wherein the fact collector is further configured, in response to collecting and organizing a plurality of facts corresponding to the query from the requester, to:

select a particular one of the facts to be transmitted to the requester.

7. The system as recited in claim 1, wherein the fact collector is further configured, in response to collecting and organizing a plurality of facts corresponding to the query from the requester, to:

compare the plurality of facts for consistency prior to transmitting selected facts to the requester.

8. The system as recited in claim 1, wherein to collect the one or more raw facts, the fact collector is configured to extract the raw facts from a stream of data obtained from a fact source by recognizing patterns in the stream of data.

9. The system as recited in claim 1, wherein the knowledge automation engine executed at an application server linked to the knowledge repository via a first network link and to the fact repository via a second network link.

10. The system as recited in claim 1, wherein at least one check of the one or more checks is created by a client of a product of the plurality of products and stored in the knowledge repository in response to input received from the client.

11. The system as recited in claim 1, wherein at least one check of the one or more checks includes a fact location identifying a location at which a fact needed to evaluate the check is to be obtained.

12. The system as recited in claim 11, wherein the fact location is specified in the check as a path to a file stored at a product of the plurality of products.

13. The system as recited in claim 1, wherein each of the one or more checks in the knowledge repository is assigned a plurality of state values, wherein each state value of the plurality of state values is indicative of a particular state selected from a respective group of defined states for checks, wherein at least one group of the defined states for a check indicates whether the check is for internal use only or whether the check is available for internal and customer use, wherein the knowledge repository is configured to provide an interface to allow users to submit a query to determine one or more state values of the plurality of state values.

14. A method, comprising:

creating checks for a plurality of products, wherein each check is created in a standard format and comprises a rule to detect an issue for one or more products and remediation information for the issue;

storing the checks in a product knowledge repository, wherein the product knowledge repository is accessible over a network;

managing the checks in the product knowledge repository, wherein the managing comprises editing existing checks or adding new checks for each product at different product life cycle stages;

sending a check selected from the product knowledge repository to a knowledge automation engine coupled to a fact repository and a fact collector via distinct respective interfaces;

in response to receiving the check, obtaining one or more facts needed to evaluate a rule in the check at the knowledge automation engine, wherein said obtaining comprises;

determining whether each fact of the one or more facts is present in the fact repository;

obtaining the fact from the fact repository if the fact is present in the fact repository; and

sending a query to the fact collector to obtain the fact if the fact is not present in the fact repository;

in response to receiving the query, the fact collector collecting one or more raw facts related to a product of the plurality of products in a first format, organizing the one or more raw facts in a second format recognizable by the knowledge automation engine, and transmitting one or more selected facts organized in the second format to the knowledge automation engine; and

evaluating the rule in the check at the knowledge automation engine using the one or more facts.

15. The method as recited in claim 14, wherein a product in the plurality of products is a computer system accessible over the network.

16. The method as recited in claim 14, wherein the product issue detectable by a check in the set of checks is system installation validation.

17. The method as recited in claim 14, wherein the product issue detectable by a check in the set of checks is a known product bug.

18. The method as recited in claim 14, wherein the check selected from the product knowledge repository corresponds to a particular product from the product knowledge repository, the method further comprising:

an application executing at the particular product selecting the check locally, wherein said selecting comprises accessing the product knowledge repository over the network.

19. The method as recited in claim 14, further comprising:

the fact collector updating facts stored in the fact repository, wherein said updating comprises collecting the facts about one or more products at user-specified intervals and storing the collected facts in the fact repository.

20. The method as recited in claim 14, wherein the rule is specified in the check according to a knowledge predicate language format as at least one executable functional statement followed by one or more arguments.

21. The method as recited in claim 14, further comprising transmitting the remediation information included in the check to a client of the product to address a product issue identified as a result of evaluating the rule.

22. The method as recited in claim 14, further comprising automatically remedying a product issue identified as a result of evaluating the rule using the remediation information in the check.

23. The method as recited in claim 14, further comprising collecting statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check usage rates.

24. The method as recited in claim 14, further comprising collecting statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check success rates.

25. The method as recited in claim 14, further comprising collecting statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check failure rates.

26. The method as recited in claim 14, further comprising collecting statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise product issue correction rates.

27. A tangible, computer-readable storage medium comprising program instructions, wherein the program instructions are computer-executable to implement:

creating checks for a plurality of products, wherein each check is created in a standard format and comprises a rule to detect an issue for one or more products and remediation information for the issue;

storing the checks in a product knowledge repository, wherein the product knowledge repository is accessible over a network;

managing the checks in the product knowledge repository, wherein the managing comprises editing existing checks or adding new checks for each product at different product life cycle stages;

sending a check selected from the product knowledge repository to a knowledge automation engine coupled to a fact repository and a fact collector via distinct respective interfaces;

in response to receiving the check, obtaining one or more facts needed to evaluate a rule in the check at the knowledge automation engine, wherein said obtaining comprises;

determining whether each fact of the one or more facts is present in the fact repository;

obtaining the fact from the fact repository if the fact is present in the fact repository; and

sending a query to the fact collector to obtain the fact if the fact is not present in the fact repository;

in response to receiving the query, the fact collector collecting one or more raw facts related to a product of the plurality of products in a first format, organizing the one or more raw facts in a second format recognizable by the knowledge automation engine, and transmitting one or more selected facts organized in the second format to the knowledge automation engine; and

evaluating the rule in the check at the knowledge automation engine using the one or more facts.

28. The computer-readable storage medium as recited in claim 27, wherein a product in the plurality of products is a computer system accessible over the network.

29. The computer-readable storage medium as recited in claim 27, wherein the product issue detectable by a check in the set of checks is system installation validation.

30. The computer-readable storage medium as recited in claim 27, wherein the product issue detectable by a check in the set of checks is a known product bug.

31. The computer-readable storage medium as recited in claim 27, wherein the check selected from the product knowledge repository corresponds to a particular product from the product knowledge repository, wherein the instructions are further executable to:

select the check locally at an application running on the particular product, wherein said selecting comprises accessing the product knowledge repository over the network.

32. The computer-readable storage medium as recited in claim 27, wherein the fact collector is configured to update facts stored in the fact repository, wherein said updating comprises collecting the facts about one or more products at user-specified intervals and storing the collected facts in the fact repository.

33. The computer-readable storage medium as recited in claim 27, wherein the rule is specified in the check according to a knowledge predicate language format as at least one executable functional statement followed by one or more arguments.

34. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

transmit the remediation information included in the check to a client of the product to address a product issue identified as a result of evaluating the rule.

35. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

automatically remedy a product issue identified as a result of evaluating the rule using the remediation information in the check.

36. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

collect statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check usage rates.

37. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

collect statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check success rates.

38. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

collect statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise check failure rates.

39. The computer-readable storage medium as recited in claim 27, wherein the instructions are further executable to:

collect statistical facts from the one or more products related to product issues corresponding to the one or more products, wherein the statistical facts comprise product issue correction rates.