Method and system for troubleshooting a misconfiguration of a computer system based on product support services information
First Claim
1. A method in a computer system for identifying a state information that may be causing a component to exhibit a certain behavior, the method comprising:
- identifying difference configuration parameters based on differences between configuration parameters before the certain behavior was and was not exhibited by the component;
collecting trace configuration parameters during execution of the component in which the certain behavior was exhibited;
providing candidate state information that may be causing the component to exhibit the certain behavior, whereinthe state information is a configuration parameter andthe candidate configuration parameters is identified based on an intersection ofdifference configuration parameters identified based on differences between configuration parameters when the certain behavior was and was not exhibited andtrace configuration parameters identified during execution of the component in which the certain behavior was exhibited;
providing support information relating to problems resulting from problem state information, the support information being collected from problem reports generated by product support personnel when troubleshooting problems that users encounter with the component; and
ranking the candidate state information as likely causing the component to exhibit the certain behavior based on analysis of the support information.
2 Assignments
0 Petitions
Accused Products
Abstract
A method and system for ranking possible causes of a component exhibiting a certain behavior is provided. In one embodiment, a troubleshooting system ranks candidate configuration parameters that may be causing a software application to exhibit an undesired behavior using support information relating to problems resulting from the settings of configuration parameters. The support information may be collected from problem reports generated by product support services personnel when troubleshooting problems that users encounter with the application. The troubleshooting system ranks the candidate configuration parameters as likely causing the application to exhibit the undesired behavior based on analysis of the support information.
33 Citations
35 Claims
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1. A method in a computer system for identifying a state information that may be causing a component to exhibit a certain behavior, the method comprising:
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identifying difference configuration parameters based on differences between configuration parameters before the certain behavior was and was not exhibited by the component; collecting trace configuration parameters during execution of the component in which the certain behavior was exhibited; providing candidate state information that may be causing the component to exhibit the certain behavior, wherein the state information is a configuration parameter and the candidate configuration parameters is identified based on an intersection of difference configuration parameters identified based on differences between configuration parameters when the certain behavior was and was not exhibited and trace configuration parameters identified during execution of the component in which the certain behavior was exhibited; providing support information relating to problems resulting from problem state information, the support information being collected from problem reports generated by product support personnel when troubleshooting problems that users encounter with the component; and ranking the candidate state information as likely causing the component to exhibit the certain behavior based on analysis of the support information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer-readable medium containing instructions for controlling a computer system to identify a configuration parameter that may be causing a component to exhibit a certain behavior, by a method comprising:
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providing candidate configuration parameters that may be causing the component to exhibit the certain behavior; providing occurrences of problem configuration parameters associated with problems at user computers, the occurrences being collected from users reporting problems resulting from configuration parameters of user computers; and ranking a candidate configuration parameter as likely causing the component to exhibit the certain behavior based on number of occurrences of problem configuration parameters that are related to the candidate configuration parameter wherein the configuration parameters are hierarchically defined as paths and values and a problem configuration parameter is related to a candidate configuration parameter based on comparison of the paths and values. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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28. A computer-readable medium containing instructions for controlling a computer system to identify a configuration parameter that may be causing a component to exhibit a certain behavior, by a method comprising:
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providing a current symptom of the certain behavior and candidate configuration parameters that may be causing the component to exhibit the certain behavior; providing occurrences of problem configuration parameters associated with problems at user computers, each occurrence having a problem symptom, the occurrences being collected from problem reports generated by product support personnel when troubleshooting problems that users encounter with the component; and ranking a candidate configuration parameter as likely causing the component to exhibit the certain behavior based on similarity between the current symptom and a problem symptom of an occurrence wherein the configuration parameters are hierarchically defined as paths and values and a problem configuration parameter is related to a candidate configuration parameter based on comparison of the path and value. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35)
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Specification