Intelligent collection of diagnostic data for communication to diagnosis site
First Claim
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1. A method of identifying diagnostic data for communication from a first site to a second site, the method comprising:
- receiving, by a computer system at the first site, a request to create a package to be communicated from the first site to the second site;
identifying, by the computer system, a first set of one or more incidents in response to the request, each incident corresponding to an error in a system at the first site;
identifying, by the computer system, a second set of incidents correlated to the first set of incidents,wherein each first incident in the first set of incidents is correlated to a second incident in the second set of incidents, correlation being based upon information values stored by correlation keys in metadata associated with the incidents, anda first value stored by a correlation key in metadata associated with the first incident is the same as a second value stored by the correlation key in metadata associated with the second incident;
determining, by the computer system, diagnostic data for the first set of incidents and the second set of incidents; and
preparing, by the computer system, a package comprising the diagnostic data determined for the first set of incidents and the second set of incidents.
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Abstract
Techniques for intelligently identifying diagnostic data to be communicated from a product or system site (e.g., a customer site) to a diagnosis site (e.g., a vendor site). An appropriate amount of diagnostic data is identified to facilitate efficient and quick diagnosis and error resolution. Techniques are also provided that enable a customer to review the data identified for transmission to the diagnosis site prior to the transmission.
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Citations
29 Claims
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1. A method of identifying diagnostic data for communication from a first site to a second site, the method comprising:
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receiving, by a computer system at the first site, a request to create a package to be communicated from the first site to the second site; identifying, by the computer system, a first set of one or more incidents in response to the request, each incident corresponding to an error in a system at the first site; identifying, by the computer system, a second set of incidents correlated to the first set of incidents, wherein each first incident in the first set of incidents is correlated to a second incident in the second set of incidents, correlation being based upon information values stored by correlation keys in metadata associated with the incidents, and a first value stored by a correlation key in metadata associated with the first incident is the same as a second value stored by the correlation key in metadata associated with the second incident; determining, by the computer system, diagnostic data for the first set of incidents and the second set of incidents; and preparing, by the computer system, a package comprising the diagnostic data determined for the first set of incidents and the second set of incidents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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13. A non-transitory computer readable storage medium storing a plurality of instructions for controlling a processor to identify diagnostic data for communication from a first site to a second site, the plurality of instructions comprising:
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instructions that cause the processor to receive, at the first site, a request to create a package to be communicated from the first site to the second site; instructions that cause the processor to identify a first set of one or more incidents in response to the request, each incident corresponding to an error in a system at the first site; instructions that cause the processor to identify a second set of incidents correlated to the first set of incidents, wherein each first incident in the first set of incidents is correlated to a second incident in the second set of incidents, correlation being based upon information values stored by correlation keys in metadata associated with the incidents, and a first value stored by a correlation key in metadata associated with the first incident is the same as a second value stored by the correlation key in metadata associated with the second incident; instructions that cause the processor to determine diagnostic data for the first set of incidents and the second set of incidents; and instructions that cause the processor to prepare a package comprising the diagnostic data determined for the first set of incidents and the second set of incidents. - View Dependent Claims (14, 15, 16, 17, 18)
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19. A system located at a first site for identifying diagnostic data for communication from the first site to a second site, the system comprising:
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a memory; and a processor coupled to the memory; wherein the processor is configured to; receive a request to create a package to be communicated to the second site; identify a first set of one or more incidents in response to the request, each incident corresponding to an error in a monitored system; identify a second set of incidents correlated to the first set of incidents, wherein each first incident in the first set of incidents is correlated to a second incident in the second set of incidents, correlation being based upon information values stored by correlation keys in metadata associated with the incidents, and a first value stored by a correlation key in metadata associated with the first incident is the same as a second value stored by the correlation key in metadata associated with the second incident; determine diagnostic data for the first set of incidents and the second set of incidents; and prepare a package comprising the diagnostic data determined for the first set of incidents and the second set of incidents. - View Dependent Claims (20)
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Specification