System and method for handling errors in accordance with a risk score factor

• US 7,401,266 B1
• Filed: 12/22/2004
• Issued: 07/15/2008
• Est. Priority Date: 12/22/2004
• Status: Active Grant

• Current Assignee: Emc IP Holding Company LLC (Dell Technologies Inc.)
• Original Assignee: EMC Corporation (Dell Technologies Inc.)
• Inventors: LaMan, Arthur E. III
• Primary Examiner(s): Puente; Emerson C
• Application Number:
  US11/022,530
• Time in Patent Office: 1,301 Days
• Field of Search: 714/48, 714/26
• US Class Current: 714/48
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

A system and method that includes scoring logic for handling errors in a data storage environment by employing risk scoring. Architecture for handling errors with scoring logic is provided. A program product enabled for carrying out methodology described herein is also provided. An apparatus for handling errors using risk scoring is provided.

Claims

1. A method for handling one or more errors in a data storage environment including a data storage system, the method comprising the steps of:

responding to an error in the data storage environment by using program logic to score error-related risk and using this risk score to manage a process for resolving the error and the risk score is derived from integrating inputs that include information from public records about a customer that is experiencing the error, information reports from a company responsible for resolving the error that are related to the company'"'"'s relationship with the customer, and input from the computer system that reports the error that is directly related to the error itself.

2. The method of claim 1, wherein the error is with the data storage system.

3. The method of claim 1, wherein the environment includes a file server and the error is with the file server.

4. The method of claim 1, wherein the environment includes data storage management software and the error is with the data storage management software.

5. The architecture of claim 1, wherein the risk score is calculated by using a risk coefficient assigned to information related to the customer in accordance with predetermined criteria.

6. A system for handling one or more errors in a data storage environment, the system comprising:

a data storage system;

data storage management software for managing the data storage system;

computer-executable program logic in communication with the data storage system and the data storage software for responding to an error in the data storage environment, wherein the program logic scores error-related risk and uses this risk score to manage a process for resolving the error and the risk score is derived from integrating inputs that include information from public records about a customer that is experiencing the error, information reports from a company responsible for resolving the error that are related to the company'"'"'s relationship with the customer, and input from the computer system that reports the error that is directly related to the error itself.

7. The system of claim 6, wherein the error is with the data storage system.

8. The system of claim 6, wherein the environment includes a file server and the error is with the file server.

9. The system of claim 6, wherein the error is with the data storage management software.

10. The system of claim 6, wherein the risk score is calculated by using a risk coefficient assigned to information related to the customer in accordance with predetermined criteria.

11. A Computer Program Product for handling one or more errors in a data storage environment including a data storage system, the Program Product comprising:

a computer-readable storage medium having program logic encoded thereon enabling the computer-execution of the steps of;

responding to an error in the data storage environment by using program logic to score error-related risk and using this risk score to manage a process for resolving the error and the risk score is derived from integrating inputs that include information from public records about a customer that is experiencing the error information reports from a company responsible for resolving the error that are related to the company'"'"'s relationship with the customer, and input from the computer system that reports the error that is directly related to the error itself.