Architecture for handling errors in accordance with a risk score factor

• US 7,406,633 B1
• Filed: 12/22/2004
• Issued: 07/29/2008
• 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:
  US11/022,211
• Time in Patent Office: 1,315 Days
• Field of Search: 714/48, 714/26
• US Class Current: 714/48
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

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 computer architecture for handling one or more errors in a data storage environment, the architecture comprising:

a data storage system;

data storage management software for managing the data storage system;

a computer system for reporting errors in the data storage environment;

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 reported by the computer system, 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.

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

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

4. The architecture of claim 1, wherein 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. An apparatus for operating in cooperation with a computer architecture for handling one or more errors in a data storage environment, wherein the architecture includes a data storage system, a data storage management software for managing the data storage system, and a computer system for reporting errors in the data storage environment;

and the apparatus comprises;

computer-executable means in communication with the data storage system and the data storage software, wherein the computer-executable means includes;

means for responding to an error in the data storage environment reported by the computer system; and

means for scoring error-related risk and means for 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.

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

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

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

10. The apparatus 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 architecture for handling one or more errors in a data storage environment, the architecture comprising:

a data storage system;

a computer system for reporting errors in the data storage environment;

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 reported by the computer system, 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.