Common chronics resolution management

• US 8,205,116 B2
• Filed: 02/18/2009
• Issued: 06/19/2012
• Est. Priority Date: 02/18/2009
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Yang, Chen-Yui, Bajpay, Paritosh, Hossain, Monowar
• Primary Examiner(s): Baderman, Scott
• Assistant Examiner(s): KO, CHAE M
• Application Number:
  US12/388,093
• Publication Number:
  US 20100211817A1
• Time in Patent Office: 1,217 Days
• Field of Search: 714/4, 714/4.1, 714/26
• US Class Current: 714/26
• CPC Class Codes: H04L 41/0213 Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 41/0663 Performing the actions predefined by failover planning, e.g. switching to standby network elements
• CPC Class Codes: H04L 41/147 for predicting network behaviour
• CPC Class Codes: H04L 41/149 for prediction of maintenance
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]

Abstract

Systems and methods for managing problems that are determined to be chronic problems with network devices or circuits are disclosed. The systems and methods receive data indicating a problem with a network device or circuit and determine based on the data a first action to be performed on the network device or circuit. Upon determining that a recurring problem exists for the network device or circuit, a rule set is used to determine if the data indicates a chronic problem. Upon determining that a chronic problem exists for the network device or circuit, the rule set is used to determine a monitoring period for the network device or circuit. Further, within the monitoring period a performance indicator that indicates that the network equipment or circuit is performing acceptably or unacceptably is used to determine further actions for the network device or circuit.

Claims

1. A method, comprising:

receiving an indication that a first trouble ticket initiated by a first customer has been closed, the first trouble ticket indicating a first resolution for a first problem with a network device;

receiving a second ticket initiated by a second customer indicating a second problem with the network device;

diagnosing, with a processor, the second problem to determine a next action;

determining, with the processor, whether a recurring problem exists for the network device by using a rule set to determine if the first problem is a same problem as the second problem;

upon determining that the recurring problem exists for the network device, determining, with the processor, a monitoring period for the network device based on the first resolution; and

within the monitoring period, monitoring the network device to determine a performance trend for the network device.

2. The method of claim 1, wherein the performance trend indicates that the network device is performing acceptably and wherein the action comprises closing the trouble ticket.

3. The method of claim 1, wherein the performance trend indicates that the network device is performing unacceptably and wherein the action comprises determining a second action to be performed on the network device.

4. The method of claim 1, wherein determining the monitoring period based on the first resolution comprises determining a resolution type for the problem and determining the monitoring period based on the resolution type.

5. The method of claim 1, wherein determining a monitoring period comprises determining a first monitoring period if the first resolution indicates the network device was repaired and determining a second monitoring period if the first resolution indicates that the network device is unstable.

6. The method of claim 5, wherein the first period is shorter than the second period.

7. The method of claim 1, further comprising creating a watch list entry for the network device.

8. The method of claim 7, further comprising displaying the watch list entry and a current value of the performance trend.

9. A tangible machine readable storage medium comprising at least one of a memory, a cache, a server device, a processor, an optical storage disc, an optical storage device, and a magnetic storage device storing instructions which, when executed, cause a machine to at least:

receive an indication that a first trouble ticket initiated by a first end user has been closed, the first trouble ticket indicating a first resolution for a first problem with a network device;

receive a second trouble ticket initiated by a second end user indicating a second problem with the network device;

diagnose the second problem to determine a next action;

determine whether a recurring problem exists for the network device by using a rule set to determine if the first problem is the same as the second problem;

upon determining that the recurring problem exists for the network device, determine a monitoring period for the network device based on the first resolution; and

within the monitoring period, monitor the network device to determine a performance trend for the network device.

10. The machine readable medium of claim 9, wherein the performance trend indicates that the network device is performing acceptably and wherein the action comprises closing a trouble ticket associated with the problem.

11. The machine readable medium of claim 9, wherein the performance trend indicates that the network device is performing unacceptably and wherein the action is to be performed on the network device.

12. The machine readable medium of claim 9, wherein the instructions further cause the machine to issue a notification that a trouble ticket has been opened for the problem.

13. The machine readable medium of claim 12, wherein the notification is provided to a customer of a telecommunications provider.

14. The machine readable medium of claim 9, wherein receiving data indicating a problem with a network device includes receiving data from a plurality of network devices.