System and method for self-supporting applications

• US 8,824,656 B2
• Filed: 12/30/2011
• Issued: 09/02/2014
• Est. Priority Date: 02/11/2003
• Status: Active Grant

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Inventors: Lamm, Jacob, Waschke, Marvin, Shapiro, Yaakov
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US13/340,731
• Publication Number:
  US 20120239977A1
• Time in Patent Office: 977 Days
• Field of Search: 379/221.14, 379/221, 379/207, 379/196, 379/201
• US Class Current: 379/221.04
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A method and system self-supportable devices and applications are provided. The method and system in one embodiment allows devices and applications to automatically communicate and service themselves, for example, by checking knowledgebase services and other services for instructions on how to handle an exception. In another embodiment, the devices and applications automatically initiate actions needed to handle the exception.

Claims

1. A method, comprising:

detecting, with a computer system, a fault that has occurred in the computer system;

automatically consulting, using the computer system, a service policy comprising one or more service policy rules associated with the computer system to request a solution for the detected fault that occurred in the computer system;

automatically determining, based on the service policy, a plurality of actions to be taken, the plurality of actions comprising determining, based on the service policy, a service level agreement associated with a user of the computer system and whether a password associated with the computer system should be reset;

automatically initiating the actions to be taken; and

automatically invoking one or more service provider tools to perform the actions to be taken in response to the request.

2. The method of claim 1, further including:

communicating one or more service events that occurred as a result of the automatically initiating one or more actions and the automatically invoking one or more service provider tools.

3. The method of claim 1, wherein the service policy rules are specific to the computer system.

4. The method of claim 1, wherein the software applications include over-the-counter applications, custom applications, or combinations thereof.

5. The method of claim 1, wherein the one or more service provider tools comprise one or more of a knowledgebase, a trouble ticketing tool, an escalation tool, a workflow tool, and a software delivery tool.

6. The method of claim 1, further including allowing the service policy to be modified based on the automatic initiating and the automatic invoking steps.

7. The method of claim 1, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

8. The method of claim 1, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

9. The method of claim 1, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.

10. A method, comprising:

detecting, with a computer system, a fault that has occurred in the computer system;

automatically consulting, using the computer system, a service policy comprising one or more service policy rules associated with the computer system to request a solution for the detected fault that occurred in the computer system;

automatically determining, based on the service policy, one or more actions to be taken to respond to the request, the one or more actions related to providing the solution to the detected fault, wherein the actions to be taken comprise determining whether a password associated with the computer system should be reset;

automatically initiating one or more of the actions to be taken; and

automatically invoking one or more service provider tools to perform one or more of the actions to be taken in response to the request.

11. The method of claim 10, further comprising communicating one or more service events that occurred as a result of the automatically initiating one or more actions and the automatically invoking one or more service provider tools.

12. The method of claim 10, wherein the service policy rules are specific to the computer system.

13. The method of claim 10, wherein the software applications comprise one or more of over-the-counter applications and custom applications.

14. The method of claim 10, wherein the one or more service provider tools comprise one or more of a knowledgebase, a trouble ticketing tool, an escalation tool, a workflow tool, and a software delivery tool.

15. The method of claim 10, further comprising modifying the service policy based on the automatic initiating and the automatic invoking steps.

16. The method of claim 10, wherein the actions to be taken further comprise determining, based on the service policy, whether a trouble ticket should be opened.

17. The method of claim 10, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

18. The method of claim 10, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

19. The method of claim 10, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.

20. A system, comprising:

a memory operable to store a service policy comprising one or more service policy rules associated with a computer system;

a processor operable to;

detect a fault that has occurred in a computer system;

automatically consult the service policy to request a solution for the detected fault that occurred in the computer system;

automatically determining, based on the service policy, a plurality of actions to be taken, the plurality of actions comprising determining, based on the service policy, a service level agreement associated with a user of the computer system and whether a password associated with the computer system should be reset;

automatically initiate the actions to be taken; and

automatically invoke one or more service provider tools to perform the actions to be taken in response to the request.

21. The system of claim 20, wherein the service includes handling an exception that occurred in the computer system.

22. The system of claim 20, wherein the one or more service provider tools comprise one or more of a knowledgebase, a trouble ticketing tool, a escalation tool, a workflow tool, and a software delivery tool.

23. The system of claim 20, wherein the processor is further operable to:

receive events occurring as a result of servicing the computer system; and

modify the service policy based on received events.

24. The system of claim 20, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

25. The system of claim 20, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

26. The system of claim 20, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.

27. A system, comprising:

a memory operable to store a service policy comprising one or more service policy rules associated with a computer system;

a processor operable to;

detect a fault that has occurred in the computer system;

automatically consult the service policy to request a solution for the detected fault that occurred in the computer system;

automatically determining, based on the service policy, one or more actions to be taken to respond to the request, the one or more actions related to providing the solution to the detected fault, wherein the actions to be taken comprise determining whether a password associated with the computer system should be reset;

automatically initiate one or more of the actions to be taken; and

automatically invoke one or more service provider tools to perform one or more of the actions to be taken in response to the request.

28. The system of claim 27, wherein the service includes handling an exception that occurred in the computer system.

29. The system of claim 27, wherein the one or more service provider tools comprise one or more of a knowledgebase, a trouble ticketing tool, a escalation tool, a workflow tool, and a software delivery tool.

30. The system of claim 27, wherein the processor is further operable to:

receive events occurring as a result of servicing the computer system; and

modify the service policy based on received events.

31. The system of claim 27, wherein the actions to be taken further comprise determining, based on the service policy, whether a trouble ticket should be opened.

32. The system of claim 27, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

33. The system of claim 27, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

34. The system of claim 27, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.

35. A non-transitory computer-readable medium comprising logic, the logic operable, when executed on a processor, to:

automatically consult a service policy comprising one or more service policy rules associated with a computer system to request service;

automatically determine from the service policy, a plurality of actions to be taken, the plurality of actions comprising determining, based on the service policy, a service level agreement associated with a user of the computer system and whether a password associated with the computer system should be reset;

automatically initiate the actions to be taken; and

automatically invoke one or more service provider tools to perform the actions to be taken in response to the request for service.

36. The non-transitory computer-readable medium of claim 35, wherein the logic is operable to automatically consult, using the computer system, the service policy by:

receiving the request for service from the computer system independent of a user-initiated request for service; and

comparing the request for service with the service policy.

37. The non-transitory computer-readable medium of claim 35, wherein:

the service policy includes instructions for servicing the computer system; and

the one or more actions further comprise repairing a fault in the computer system in accordance with the instructions.

38. The non-transitory computer-readable medium of claim 35, wherein:

the computer system is a processor-controlled device that requires servicing;

the logic is operable to allow, automatically determine, automatically initiate, and automatically invoke occur at a service provider;

servicing the computer system comprises repairing a fault in the computer system; and

wherein the logic is further operable to;

when it is determined that the computer system needs servicing, automatically link the computer system to the service provider to enable the service provider to service the computer system.

39. The non-transitory computer-readable medium of claim 35, wherein the logic is further operable to determine from the policy whether the computer system is covered by a warranty covering the request for service.

40. The non-transitory computer-readable medium of claim 35, wherein the logic is further operable to modify the one or more service policy rules in response to one or more service events that occurred as a result of the one or more actions.

41. The non-transitory computer-readable medium of claim 35, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

42. The non-transitory computer-readable medium of claim 35, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

43. The non-transitory computer-readable medium of claim 35, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.

44. A non-transitory computer-readable medium comprising logic, the logic operable, when executed on a processor, to:

automatically consult a service policy comprising one or more service policy rules associated with a computer system to request service;

automatically determine from the service policy, one or more actions to be taken to respond to the request for service, the one or more actions related to servicing the computer system, wherein the actions to be taken further comprise determining whether a password associated with the computer system should be reset;

automatically initiate one or more of the actions to be taken; and

automatically invoke one or more service provider tools to perform one or more of the actions to be taken in response to the request for service.

45. The non-transitory computer-readable medium of claim 44, wherein the logic is operable to automatically consult, using the computer system, the service policy by:

receiving the request for service from the computer system independent of a user-initiated request for service; and

comparing the request for service with the service policy.

46. The non-transitory computer-readable medium of claim 44, wherein:

the service policy includes instructions for servicing the computer system; and

the one or more actions further comprise repairing a fault in the computer system in accordance with the instructions.

47. The non-transitory computer-readable medium of claim 44, wherein:

the computer system is a processor-controlled device that requires servicing;

the steps of allowing, automatically determining, automatically initiating, and automatically invoking occur at a service provider;

servicing the computer system comprises repairing a fault in the computer system; and

wherein the logic is further operable to;

when it is determined that the computer system needs servicing, automatically link the computer system to the service provider to enable the service provider to service the computer system.

48. The non-transitory computer-readable medium of claim 44, wherein the logic is further operable to determine from the policy whether the computer system is covered by a warranty covering the request for service.

49. The non-transitory computer-readable medium of claim 44, wherein the logic is further operable to modify the one or more service policy rules in response to one or more service events that occurred as a result of the one or more actions.

50. The non-transitory computer-readable medium of claim 44, wherein the actions to be taken comprise determining, based on the service policy, whether a trouble ticket should be opened.

51. The non-transitory computer-readable medium of claim 44, wherein the actions to be taken further comprise determining, based on the service policy, whether a vendor associated with computer system can provide a solution to the detected fault.

52. The non-transitory computer-readable medium of claim 44, wherein the actions to be taken further comprise determining, based on the service policy, whether a knowledge base contains information related to the detected fault.

53. The non-transitory computer-readable medium of claim 44, wherein the actions to be taken further comprise determining, based on the service policy, whether software associated with the computer system should be updated.