Method and system for automatically generating network trouble tickets
First Claim
1. One or more computer-storage media having computer-usable instructions embodied thereon for performing a method of automatically generating an alarm ticketing report in a communications networking environment, the method comprising:
- receiving an alarm event having one or more attributes, including an event identifier, wherein the alarm event is a message generated by a network device about said network device'"'"'s operability;
determining if a ticketing report previously has been generated that is associated with the alarm event;
if no ticketing report associated with the alarm event previously has been generated, automatically referencing a set of ticketing rules from a first data structure;
without user intervention, evaluating the one or more attributes against the ticketing rules to determine whether a ticketing report should be generated;
if a ticketing report should be generated, then identifying a target ticketing system;
generating a ticketing message based on the alarm-event attributes and the target ticketing system; and
routing the event to the target ticketing system, whereby the ticketing report can be automatically generated.
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Accused Products
Abstract
A method and system for are provided for generating a ticketing report in a communications networking environment. The method includes receiving an alarm event that has a set of event attributes, which includes an event identifier; automatically evaluating the attributes against a set of ticketing rules; determining whether a ticketing report should be generated, and if so, then identifying one or more target ticketing systems; generating a ticketing message based on the alarm-event attributes and the identified one or more target ticketing system(s); routing the event to the target ticketing system, whereby the ticketing report can be automatically generated; receiving a ticket identifier that identifies the generated ticketing report; and associating the ticket identifier with the event identifier. The system includes an alarm-event manager, a ticketing engine coupled to the alarm-event manager, a ticketing router coupled to the ticketing engine and to one or more ticket-outputting systems, and a data structure coupled to the ticketing engine and containing a set of ticketing rules that define criteria to be met to automatically generating a ticketing report.
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Citations
13 Claims
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1. One or more computer-storage media having computer-usable instructions embodied thereon for performing a method of automatically generating an alarm ticketing report in a communications networking environment, the method comprising:
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receiving an alarm event having one or more attributes, including an event identifier, wherein the alarm event is a message generated by a network device about said network device'"'"'s operability; determining if a ticketing report previously has been generated that is associated with the alarm event; if no ticketing report associated with the alarm event previously has been generated, automatically referencing a set of ticketing rules from a first data structure; without user intervention, evaluating the one or more attributes against the ticketing rules to determine whether a ticketing report should be generated; if a ticketing report should be generated, then identifying a target ticketing system; generating a ticketing message based on the alarm-event attributes and the target ticketing system; and routing the event to the target ticketing system, whereby the ticketing report can be automatically generated. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of generating a ticketing report in a communications networking environment, the method comprising:
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receiving an alarm event having one or more attributes, including an event identifier, wherein the alarm event indicates information regarding the operability of a physical or logical component or subcomponent; determining if a ticketing report previously has been generated that is associated with the alarm event; if no ticketing report A associated with the alarm event previously has been generated, automatically evaluating the one or more attributes against a set of ticketing rules; determining whether a ticketing report should be generated, and if so, then identifying one or more target ticketing systems; generating a ticketing message based on the alarm-event attributes and the identified one or more target ticketing system(s); routing the alarm event to the target ticketing system, whereby the ticketing report can be automatically generated; receiving a ticket identifier that identifies the generated ticketing report; and associating the ticket identifier with the event identifier. - View Dependent Claims (10, 11, 12)
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13. An alarm-ticketing system comprising:
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an alarm-event manager, wherein an alarm event indicates information regarding the operability of a physical or logical component or subcomponent; a ticketing engine coupled to the alarm-event manager; a ticketing router coupled to the ticketing engine and to one or more ticket-outputting systems; and a data structure coupled to the ticketing engine and containing a set of ticketing rules that define criteria to be met to automatically generating a ticketing report if no ticketing-report associated with the alarm event previously has been generated.
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Specification