Storage medium storing trouble handling program, and trouble handling apparatus

• US 8,438,179 B2
• Filed: 06/25/2009
• Issued: 05/07/2013
• Est. Priority Date: 09/17/2008
• Status: Expired due to Fees

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Wada, Yuji, Matsumoto, Yasuhide, Watanabe, Yukihiro, Shimada, Kuniaki, Matsubara, Masazumi, Morimoto, Kenji, Otsuka, Hiroshi, Katsuno, Akira
• Primary Examiner(s): Kim, Jung
• Assistant Examiner(s): Wilcox, James J
• Application Number:
  US12/491,998
• Publication Number:
  US 20100070462A1
• Time in Patent Office: 1,412 Days
• Field of Search: None
• US Class Current: 707/765
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: H04L 41/0654 using network fault recovery ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13163 Fault alarm
• CPC Class Codes: H04Q 2213/1325 Priority service
• CPC Class Codes: H04Q 2213/13349 Network management

Abstract

A computer-readable portable storage medium storing a trouble handling program for causing a computer to execute a process for knowledgizing past trouble handling cases in information systems, and for recommending handling methods based on trouble handling knowledge obtained by knowledgizing and symptoms of troubles when they occur, including a searching process for obtaining candidates of handling methods for troubles requested to be handled by searching the trouble handling knowledge; a recording process for recording to a storing unit a history of handling methods executed for each symptom as handling history information; a priority assigning process for assigning priorities to the handling method candidates obtained by the searching process, with reference to the handling history information; and a process for returning to a handling request source the handling methods for the troubles requested to be handled after assigning priorities based on priority assignment information obtained by the priority assigning process.

Claims

1. A non-transitory computer-readable recording medium having stored therein a program for causing a computer to execute a process for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method using a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, the process comprising:

obtaining candidates of a handling method for a trouble requested to be handled by searching the trouble handling knowledge;

recording to a storing unit a history of handling methods executed for each symptom and a history of candidates of the handling method at the time of the execution as handling history information;

assigning priorities to the candidates of the handling method obtained by the obtaining step in the handling history information recorded in the storing unit;

returning to a handling request source the handling method for the trouble requested to be handled after assigning a priority to the handling method using priority assignment information obtained by the assigning; and

integrating, into one, handling history information having a plurality of common portions in the handling history information recorded in the handling history management information, wherein;

the assigning step assigns a higher priority to a handling method candidate effective also as to other symptoms being handled, as an appearance frequency of the candidates of the handling method in handling history information of the other symptoms being handled becomes higher, the appearance frequency recognized by referring to handling history information of the other symptoms being handled, and

the integrating step refers to pieces of handling history information within the handling history management information, compares the pieces of handling history information to determine whether a ratio of common portions to an entire history of handling methods is equal to or larger than a certain value, and determines that there are a plurality of common portions when the ratio of common portions is equal to or larger than the certain value.

2. The non-transitory computer-readable medium according to claim 1, wherein the assigning step assigns a higher priority to a handling method candidate included in larger numbers within the handling history information.

3. The non-transitory computer-readable medium according to claim 1, wherein the assigning step assigns a higher priority to a more recently executed handling method candidate with reference to the handling history information.

4. The non-transitory computer-readable medium according to claim 1, wherein the assigning step assigns a higher priority to a handling method candidate, which is originally assigned with a higher priority, with reference to the handling history information.

5. The non-transitory computer-readable medium according to claim 1, wherein the assigning step calculates a priority of each handling method candidate by increasing a weight of a handling method candidate included in handling candidates of handling, which includes a handling candidate common to a handling candidate included in a group of handling method candidates, which are obtained by the obtaining step.

6. The non-transitory computer-readable medium according to claim 1, wherein the integrating step determines that handling histories have a plurality of common portions when one handling history matches a forward portion of another handling history, when one handling history is included in another handling history, or when one handling history matches a backward portion of another handling history.

7. A trouble handling apparatus for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method using a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, the trouble handling apparatus comprising:

a storing unit;

a processor that performs a process including;

obtaining candidates of a handling method for a trouble requested to be handled by searching the trouble handling knowledge;

recording to the storing unit a history of handling methods executed for each symptom and a history of candidates of the handling method at the time of the execution as handling history information;

assigning priorities to the candidates of the handling method, with reference to the candidates of the handling method in the handling history information stored in the storing unit;

returning to a handling request source the handling method for the trouble requested to be handled after assigning a priority to the handling method using assigned priority; and

integrating, into one, handling history information having a plurality of common portions in handling history information recorded in the handling history management information, wherein;

the assigning step assigns a higher priority to a handling method candidate effective also as to other symptoms being handled, as an appearance frequency of the candidates of the handling method in handling history information of the other symptoms being handled becomes higher, the appearance frequency recognized by referring to handling history information of the other symptoms being handled,

the integrating step refers to pieces of handling history information within the handling history management information, compares the pieces of handling history information to determine whether a ratio of common portions to an entire history of handling methods is equal to or larger than a certain value, and determines that there are a plurality of common portions when the ratio of common portions is equal to or larger than the certain value.

8. The trouble handling apparatus according to claim 7, wherein the assigning step assigns a higher priority to a handling method candidate included in larger numbers within the handling history information.

9. The trouble handling apparatus according to claim 7, wherein the assigning step assigns a higher priority to a more recently executed handling method candidate with reference to the handling history information.

10. The trouble handling apparatus according to claim 7, wherein the assigning step assigns a higher priority to a handling method candidate, which is originally assigned with a higher priority, with reference to the handling history information.

11. The trouble handling apparatus according to claim 7, wherein the assigning step calculates a priority of each handling method candidate by increasing a weight of a handling method candidate included in handling candidates of handling, which includes a handling candidate common to a handling candidate included in a group of handling method candidates, with reference to the handling history management information.

12. The trouble handling apparatus according to claim 7, wherein the integrating step determines that handling histories have a plurality of common portions when one handling history matches a forward portion of another handling history, when one handling history is included in another handling history, or when one handling history matches a backward portion of another handling history.

13. A trouble handling apparatus for putting trouble handling cases occurring in the past in an information system into knowledge data, and for recommending a handling method using a trouble handling knowledge obtained by putting the trouble handling cases into the knowledge data, and a symptom of a trouble when the trouble occurs, the trouble handling apparatus comprising:

a storing unit that stores handling history management information including a pair of each handling ID and handling history information corresponding to each handling ID in the storing unit, the handling history information including a history of handling methods executed for each symptom and a history of candidates of the handling method at the time of the execution;

a processor that performs a process including;

receiving a handling request including a handling ID and a symptom of a trouble from a terminal of a user, and for returning a handling ID and a handling method in response to the handling request;

obtaining candidates of a handling method corresponding to the symptom of the trouble included in the handling request by searching the trouble handling knowledge;

assigning priorities to the handling method candidates with reference to the candidates of the handling method in the handling history information stored in the storing unit, and adding a pair of the handling ID and the handling methods assigned with the priorities to the handling history management information within the storing unit as handling history information;

updating a handling method within a handling history of handling history information corresponding to the handling ID, which is included in the handling request, within the handling history management information recorded in the storing unit, with a handling method that is included in the handling request and executed by the user; and

integrating, into one, handling history information having a plurality of common portions in handling history information recorded in the handling history management information, wherein;

the assigning step assigns a higher priority to a handling method candidate effective also as to other symptoms being handled, as an appearance frequency of the candidates of the handling method in handling history information of the other symptoms being handled becomes higher, the appearance frequency recognized by referring to handling history information of the other symptoms being handled, and

the integrating step refers to pieces of handling history information within the handling history management information, compares the pieces of handling history information to determine whether a ratio of common portions to an entire history of handling methods is equal to or larger than a certain value, and determines that there are a plurality of common portions when the ratio of common portions is equal to or larger than the certain value.