Method and system for providing customer controlled notifications in a managed network services system

• US 7,426,654 B2
• Filed: 12/23/2005
• Issued: 09/16/2008
• Est. Priority Date: 04/14/2005
• Status: Active Grant

• Current Assignee: Atlassian US, Inc. (Atlassian Corporation)
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Smith, Michael Robert, Morris, Joshua Jerome, Drescher, Richard Brian, Damle, Sanjiv Purushottam, Adams, JR., Frank Paul, White, Christopher Lawson, Spieker, Jonathan Lyle, Smith, Stephen Michael
• Primary Examiner(s): Bonzo, Bryce P
• Application Number:
  US11/318,078
• Publication Number:
  US 20060248407A1
• Time in Patent Office: 998 Days
• Field of Search: 714/4, 714/27
• US Class Current: 714/4.3
• CPC Class Codes: H04L 41/0253 using browsers or web-pages for accessing management information
• CPC Class Codes: H04L 41/026 using e-messaging for transporting management information, e.g. email, instant messaging or chat
• CPC Class Codes: H04L 41/0659 by isolating or reconfiguring faulty entities
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/50 Testing arrangements

Abstract

An approach for supporting automated fault isolation and recovery is provided. A notification configuration option is transmitted to a browser interface utilized by a user associated with a customer network that is monitored by a service provider, wherein the user selects the notification configuration option to input notification information. The notification information is received, via the browser interface, from the customer. A notification message is received from a platform configured to create a workflow event in response to an alarm indicative of a fault within the customer network, wherein isolation and recovery of the fault is performed according to the workflow event, the notification message including information about the customer network during the fault isolation and recovery process. The notification message is transmitted in accordance with the stored notification information.

Claims

1. A method for providing automated fault isolation and recovery services, the method comprising:

transmitting a notification configuration option to a browser interface utilized by a user associated with a customer network that is monitored by a service provider, wherein the user selects the notification configuration option to input notification information;

receiving the notification information, via the browser interface, from the user; and

receiving a notification message from a platform configured to create a workflow event in response to an alarm indicative of a fault within the customer network, wherein isolation and recovery of the fault is performed according to the workflow event, the notification message including information about the customer network during the fault isolation and recovery process,

wherein the notification message is transmitted in accordance with the notification information.

2. A method according to claim 1, wherein the notification information specifies an agent designated to receive notifications and mode of contacting the agent.

3. A method according to claim 2, wherein the notification information further includes a schedule for receiving the notifications and frequency of updates of the notifications.

4. A method according to claim 2, wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

5. A method according to claim 4, wherein the platform is further configured to automatically initiate testing of the network elements to further isolate the fault, and the notification message specifies an event associated with the testing.

6. A method according to claim 1, wherein the platform is further configured to wait for a response to the notification message from the user.

7. An apparatus for providing automated fault isolation and recovery services, the apparatus comprising:

a processor configured to provide a portal for transmitting a notification configuration option to a browser interface utilized by a user associated with a customer network that is monitored by a service provider, wherein the user selects the notification configuration option to input notification information;

a communication interface coupled to the processor and configured to receive a notification message from a platform configured to create a workflow event in response to an alarm indicative of a fault within the customer network, wherein isolation and recovery of the fault is performed according to the workflow event, the notification message including information about the customer network during the fault isolation and recovery process,

wherein the notification message is transmitted in accordance with the notification information.

8. An apparatus according to claim 7, wherein the notification information specifies an agent designated to receive notifications and mode of contacting the agent.

9. An apparatus according to claim 8, wherein the notification information further includes a schedule for receiving the notifications and frequency of updates of the notifications.

10. An apparatus according to claim 8, wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

11. An apparatus according to claim 10, wherein the platform is further configured to automatically initiate testing of the network elements to further isolate the fault, and the notification message specifies an event associated with the testing.

12. An apparatus according to claim 7, wherein the platform is further configured to wait for a response to the notification message from the user.

13. A method for providing automated fault isolation and recovery services, the method comprising:

creating a workflow event in response to an alarm indicative of a fault within a customer network, wherein isolation and recovery of the fault is performed according to the workflow event;

generating a notification message including information about the customer network during the fault isolation and recovery process; and

communicating with a customer portal configured to transmit a notification configuration option to a browser interface utilized by a user associated with the customer network, wherein the user selects the notification configuration option to input notification information,

wherein the notification message is transmitted in accordance with the notification information.

14. A method according to claim 13, wherein the notification information specifies an agent designated to receive notifications and mode of contacting the agent.

15. A method according to claim 14, wherein the notification information further includes a schedule for receiving the notifications and frequency of updates of the notifications.

16. A method according to claim 14, wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

17. A method according to claim 16, further comprising:

automatically initiating testing of the network elements to further isolate the fault, wherein the notification message specifies an event associated with the testing.

18. A method according to claim 13, further comprising:

waiting for a response to the notification message from the user.

19. A system for providing automated fault isolation and recovery services, the system comprising:

a workflow engine configured to create a workflow event in response to an alarm indicative of a fault within a customer network, wherein isolation and recovery of the fault is performed according to the workflow event;

an automation engine configured to generate a notification message including information about the customer network during the fault isolation and recovery process; and

a customer portal configured to transmit a notification configuration option to a browser interface utilized by a user associated with the customer network, wherein the user selects the notification configuration option to input notification information associated with the customer network,

wherein the notification message is transmitted in accordance with the notification information.

20. A system according to claim 19, wherein the notification information specifies an agent designated to receive notifications and mode of contacting the agent.

21. A system according to claim 20, wherein the notification information further includes a schedule for receiving the notifications and frequency of updates of the notifications.

22. A system according to claim 20, wherein the mode includes one of telephone, pager, electronic mail, or instant messaging.

23. A system according to claim 22, wherein the automation engine is further configured to initiate testing of the network elements to further isolate the fault, and the notification message specifies an event associated with the testing.

24. An apparatus according to claim 19, wherein the automation engine is further configured to wait for a response to the notification message from the user.