Method and system for realizing a rendezvous service in a management operations center implemented in a global ecosystem of interrelated services

• US 8,856,087 B2
• Filed: 03/29/2002
• Issued: 10/07/2014
• Est. Priority Date: 05/22/2000
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Greene, William S., Pierret, Matthew C.
• Primary Examiner(s): Pulliam, Christyann
• Assistant Examiner(s): OHBA, MELLISSA M
• Application Number:
  US10/113,471
• Publication Number:
  US 20020147611A1
• Time in Patent Office: 4,575 Days
• Field of Search: 707 1- 10, 707102-104, 707/203, 707/687, 707/694, 709/203, 709225-228, 705/7.11, 705/7.27
• US Class Current: 707/694
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/06314 Calendaring for a resource
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 20/3829 involving key management
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: H04L 41/0233 Object-oriented techniques, for representation of network management data, e.g. common object request broker architecture [CORBA]
• CPC Class Codes: H04L 41/0661 by reconfiguring faulty entities
• CPC Class Codes: H04L 41/0663 Performing the actions predefined by failover planning, e.g. switching to standby network elements
• CPC Class Codes: H04L 41/0843 based on generic templates
• CPC Class Codes: H04L 41/0856 by backing up or archiving configuration information
• CPC Class Codes: H04L 41/0893 Assignment of logical groups to network elements
• CPC Class Codes: H04L 41/0894 Policy-based network configuration management
• CPC Class Codes: H04L 41/40 using virtualisation of network functions or resources, e.g. SDN or NFV entities
• CPC Class Codes: H04L 41/5041 characterised by the time relationship between creation and deployment of a service
• CPC Class Codes: H04L 41/5058 Service discovery by the service manager
• CPC Class Codes: H04L 61/4553 Object oriented directories, e.g. common object request broker architecture [CORBA] name server
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/102 Entity profiles
• CPC Class Codes: H04L 63/123 : received data contents, e.g. message integrity
• CPC Class Codes: H04L 67/01 : Protocols
• CPC Class Codes: H04L 67/1095 : Replication or mirroring of data, e.g. scheduling or transport for data synchronisation between network nodes
• CPC Class Codes: H04L 67/34 : involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 67/51 : Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04L 67/535 : Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/54 : Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/568 : Storing data temporarily at an intermediate stage, e.g. caching
• CPC Class Codes: Y10S 707/99931 : Database or file accessing

Abstract

A data processing system accesses a group of events to identify a group of types of events and aggregates at least some of the events into a group of items. Each of the events is aggregated by binding another event to an event identified as a particular type of event based on a correspondence between the event and the particular type of event and binding additional information to the event identified as the particular type of event based on a relationship between the additional information and the particular type of event. The data processing system also rendezvous one of the items with an event.

Claims

1. A data processing system implemented method, comprising:

receiving, by a processor of the data processing system, a plurality of events from one or more clients;

assessing, by the processor and based on a set of policy rules associated with the data processing system, each of the plurality of events to identify a primary event;

identifying, by the processor, a type of event associated with the primary event;

selecting, by the processor and based on the type of event associated with the primary event, a template,

the template including;

information for identifying events related to the primary event,

information for obtaining additional information necessary for resolving an issue related to the primary event, and

information for determining that a particular event is associated with a resolution of the issue;

generating, by the processor and based on the template, a work document associated with performing a work item associated with the resolution of the issue,

generating the work document including;

aggregating, by the processor and based on the information for identifying events related to the primary event, at least some of the plurality of events into a plurality of items,

the aggregating each of the at least some of the plurality of events including;

binding, by the processor, another event of the plurality of events to the primary event based on a correspondence between the other event and the primary event to form a bundled event, and

binding, by the processor, additional information to the bundled event based on a relationship between the additional information and the primary event to form one of the plurality of items;

analyzing, by the processor and based on the template, a plurality of avatars to identify one or more users for performing the work item,

each avatar, of the plurality of avatars, comprising a representation of;

a user as a service, and

a current workload of the user;

providing, by the processor, the work document to the one or more users;

receiving, by the processor, a second plurality of events from the one or more clients;

rendezvousing, by the processor, the one of the plurality of items with an event of the second plurality of events,

the event of the second plurality of events being related to the one of the plurality of items,

the rendezvousing reducing a total quantity of items in the plurality of items; and

storing, by the processor, information relating to the one of the plurality of items and the event of the second plurality of events in association with the work document.

2. The method recited in claim 1, where rendezvousing one of the plurality of items with the event of the second plurality of events is based on a relationship between the one of the plurality of items and the event of the second plurality of events.

3. The method recited in claim 1, where the event is aggregated into another one of the plurality of items, the method further comprising:

combining another event of the plurality of events with the one of the plurality of items, the other event of the plurality of events having been bound to the other one of the plurality of items; and

removing the other event from the other one of the plurality of items.

4. The method recited in claim 1, where the event is aggregated into another one of the plurality of items, the method further comprising:

combining another event of the plurality of events with the one of the plurality of items,

the other event of the plurality of events having been bound to the other one of the plurality of items;

combining additional information with the one of the plurality of items,

the additional information having been bound to the other one of the plurality of items; and

deactivating the other one of the plurality of items.

5. The method recited in claim 1, where the event is aggregated into another one of the plurality of items and additional information is bound to the other one of the plurality of items, the method further comprising:

acting on the additional information that is bound to the other one of the plurality of items.

6. The method recited in claim 5, where the additional information is a contact for the other one of the plurality of items and where acting on the additional information comprises:

communicating with the contact for the other one of the plurality of items,

a communication including the primary event, the other event of the plurality of events bound to the primary event, and the additional information bound to the primary event.

7. The method recited in claim 5, where the additional information includes invitations for inviting contacts to participate in the other one of the plurality of items and where acting on the additional information comprises:

inviting contacts to participate in the one of the plurality of items which have been invited to participate on the other one of the plurality of items.

8. The method recited in claim 1, where rendezvousing is performed in connection with a plurality of rendezvous services, each of the plurality of rendezvous services employing different rules for determining whether a relationship exists between the one of the plurality of items and the event of the second plurality of events.

9. The method recited in claim 1, where the event of the plurality of events is not identifiable as a type of the plurality of types of events and is not bound to any event identified as a particular type of event of the plurality of types of events.

10. A non-transitory computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by a processor, cause the processor to;

receive a plurality of events;

assess each of the plurality of events to identify a primary event;

identify a type of event associated with the primary event;

select, based on the type of event associated with the primary event, a template,

the template including;

information for identifying events related to the primary event,

information for obtaining additional information necessary for resolving an issue related to the primary event, and

information for determining that a particular event is associated with a resolution of the issue;

generate, based on the template, a work document associated with performing a work item associated with the resolution of the issue,

the one or more instructions to generate the work document further causing the processor to;

aggregate, based on the information for identifying events related to the primary event, at least some of the plurality of events into a plurality of items,

the one or more instructions that cause the processor to aggregate the at least some of the plurality of events including;

one or more instructions that cause the processor to bind another event of the plurality of events to the primary event based on a correspondence between the other event and the primary event to form a bundled event; and

one or more instructions that cause the processor to bind additional information to the bundled event based on a relationship between the additional information and the primary event to form an item of the plurality of items;

analyze, based on the template, a plurality of avatars to identify one or more users for performing the work item,

each avatar, of the plurality of avatars, comprising a representation of;

a user as a service, and

a current workload of the user;

provide the work document to the one or more users;

receive a second plurality of events;

rendezvous one of the plurality of items with an event of the second plurality of events,

the one or more instructions to cause the processor to rendezvous one of the plurality of items to an event of the second plurality of events reducing a total quantity of items in the plurality of items; and

store information relating to the one of the plurality of items and the event of the second plurality of events in association with the work document.

11. The non-transitory computer-readable medium recited in claim 10, where the instructions that cause the processor to rendezvous one of the plurality of items with the event of the second plurality of events is based on a relationship between the one of the plurality of items and the event of the second plurality of events.

12. The non-transitory computer-readable medium recited in claim 10, where the event is aggregated into another one of the plurality of items, the instructions further comprising:

one or more instructions that cause the processor to combine another event of the plurality of events with the one of the plurality of items,

the other event of the plurality of events having been bound to the other one of the plurality of items; and

one or more instructions that cause the processor to remove the event from the other one of the plurality of items.

13. The non-transitory computer-readable medium recited in claim 10, where the event is aggregated into another one of the plurality of items, the instructions further comprising:

one or more instructions that cause the processor to combine another event of the plurality of events with the one of the plurality of items,

the other event of the plurality of events having been bound to the other one of the plurality of items;

one or more instructions that cause the processor to combine additional information with the one of the plurality of items,

the additional information having been bound to the other one of the plurality of items; and

one or more instructions that cause the processor to deactivate the other one of the plurality of items.

14. The non-transitory computer-readable medium recited in claim 10, where the event is aggregated into another one of the plurality of items and additional information is bound to the other one of the plurality of items, the instructions further comprising:

one or more instructions that cause the processor to act on the additional information that is bound to the other one of the plurality of items.

15. The non-transitory computer-readable medium recited in claim 14, where the additional information is a contact for the other one of the plurality of items and the instructions that cause the processor to act on the additional information comprises:

one or more instructions that cause the processor to communicate with the contact for the other one of the plurality of items, a communication including the primary event, the other event of the plurality of events bound to the primary event, and the additional information bound to the primary event.

16. The non-transitory computer-readable medium recited in claim 14, where the additional information includes invitations for inviting contacts to participate in the other one of the plurality of items and the instructions to cause the processor to act on the additional information comprises:

one or more instructions to cause the processor to invite contacts to participate in the one of the plurality of items which have been invited to participate on the other one of the plurality of items.

17. The non-transitory computer-readable medium recited in claim 10, where the instructions that cause the processor to rendezvous is performed by a plurality of rendezvous services, each of the plurality of rendezvous services employing different rules for determining whether a relationship exists between the one of the plurality of items and the event of the plurality of second events.

18. The non-transitory computer-readable medium recited in claim 10, where the event of the plurality of events is not identifiable as a type of the plurality of types of events and is not bound to any event identified as a particular type of event of the plurality of types of events.