Ticket consolidation for multi-tiered applications

• US 9,098,408 B2
• Filed: 08/23/2012
• Issued: 08/04/2015
• Est. Priority Date: 08/21/2012
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Mahindru, Ruchi, Salapura, Valentina
• Primary Examiner(s): TRUONG, LOAN
• Application Number:
  US13/592,578
• Publication Number:
  US 20140059395A1
• Time in Patent Office: 1,076 Days
• Field of Search: 714/48, 714/37, 714/26, 705/7.15
• US Class Current: 1/1
• CPC Class Codes: G06F 11/07 Responding to the occurrence of a fault, e.g. fault tolerance
• 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 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: G06F 11/34 Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

Consolidating problem tickets for a multi-tiered application may comprise identifying a plurality of correlated virtual machines that are running one or more application components of the multi-tiered application. Problem reports may be identified that are generated by one or more of the plurality of correlated virtual machines and caused by a failure of a same single component of the multi-tiered application. The identified problem reports may be consolidated into a single ticket and placed into a ticket handling system.

Claims

1. A system for consolidating problem tickets for a multi-tiered application, comprising:

a processor; and

a ticket consolidator module operable to execute on the processor and further operable to identify a plurality of application components of the multi-tiered application, identify problem reports generated by one or more of the plurality of application components of the multi-tiered application and caused by a failure of a same single component of the multi-tiered application, and consolidate the identified problem reports into a single ticket,

wherein the ticket consolidator consolidates by determining whether a problem associated with the identified problem reports exist as a problem entry associated with the multi-tiered application and determining whether generation times of the problem reports are within a sensitivity time window with respect to the problem entry associated with the multi-tiered application, and in response to determining that the generation time of the problem report is within a sensitivity time window, identifying the single ticket associated with the problem entry and consolidating the problem associated with the problem reports into the single ticket, and in response to determining that the generation times of the problem reports are not within the sensitivity time window with respect to the problem entry, updating the problem entry with a new timestamp and information associated with the problem reports, and opening a new ticket associated with the updated problem entry.

2. The system of claim 1, wherein the ticket consolidator module is further operable to place the single ticket into a ticket handling system.

3. The system of claim 1, wherein the ticket consolidator module is further operable to perform a root cause analysis of one or more problems reported in the problem reports to identify the problem reports that are caused by a failure of a same single component of the multi-tiered application.

4. The system of claim 1, wherein the ticket consolidator module is operable to consolidate the identified problem reports into a single ticket in response to determining that the identified problem reports were generated within a defined time window.

5. The system of claim 1, wherein the defined time window is configurable.

6. The system of claim 1, wherein two or more the plurality of application components of the multi-tiered application each run on a different virtual machine, and wherein the ticket consolidator module is operable to monitor problem reports generated from said different virtual machine.

7. A computer readable storage medium storing a program of instructions executable by a machine to perform a method of consolidating problem tickets for a multi-tiered application, comprising:

identifying a plurality of correlated virtual machines that are running one or more application components of the multi-tiered application;

identifying problem reports generated by one or more of the plurality of correlated virtual machines and caused by a failure of a same single component of the multi-tiered application;

consolidating the identified problem reports into a single ticket; and

placing the single ticket into a ticket handling system,

the consolidating comprising determining whether a problem associated with the identified problem reports exist as a problem entry associated with one or more of the plurality of correlated virtual machines and determining whether generation times of the problem reports are within a sensitivity time window with respect to the problem entry associated with one or more of the plurality of virtual machines, and in response to determining that the generation time of the problem report is within a sensitivity time window, identifying the single ticket associated with the problem entry and consolidating the problem associated with the problem reports into the single ticket, and in response to determining that the generation times of the problem reports are not within the sensitivity time window with respect to the problem entry, updating the problem entry with a new timestamp and information associated with the problem reports, and opening a new ticket associated with the updated problem entry.

8. The computer readable storage medium of claim 7, wherein the identifying the problem reports that are caused by a failure of a same single component of the multi-tiered application comprises performing a root cause analysis of one or more problems reported in the problem reports.

9. The computer readable storage medium of claim 7, wherein the consolidating the identified problem reports into a single ticket comprises consolidating the identified problem reports into a single ticket in response to determining that the identified problem reports were generated within a defined time window.

10. The computer readable storage medium of claim 9, wherein the defined time window is configurable.

11. The computer readable storage medium of claim 7, wherein the plurality of correlated virtual machines run across different hypervisors.

12. The computer readable storage medium of claim 7, wherein the correlated virtual machines are identified based on one or more dependencies existing among said one or more application components running on said virtual machines.

13. A computer readable storage medium storing a program of instructions executable by a machine to perform a method of consolidating problem tickets for a multi-tiered application, comprising:

identifying a plurality of application components of the multi-tiered application;

identifying problem reports generated by one or more of the plurality of application components of the multi-tiered application and caused by a failure of a same single component of the multi-tiered application; and

consolidating the identified problem reports into a single ticket,

the consolidating comprising determining whether a problem associated with the identified problem reports exist as a problem entry associated with the multi-tiered application and determining whether generation times of the problem reports are within a sensitivity time window with respect to the problem entry associated with the multi-tiered application, and in response to determining that the generation time of the problem report is within a sensitivity time window, identifying the single ticket associated with the problem entry and consolidating the problem associated with the problem reports into the single ticket, and in response to determining that the generation times of the problem reports are not within the sensitivity time window with respect to the problem entry, updating the problem entry with a new timestamp and information associated with the problem reports, and opening a new ticket associated with the updated problem entry.

14. The computer readable storage medium of claim 13, further comprising placing the single ticket into a ticket handling system.

15. The computer readable storage medium of claim 13, wherein the identifying the problem reports that are caused by a failure of a same single component of the multi-tiered application comprises performing a root cause analysis of one or more problems reported in the problem reports.

16. The computer readable storage medium of claim 13, wherein the consolidating the identified problem reports into a single ticket comprises consolidating the identified problem reports into a single ticket in response to determining that the identified problem reports were generated within a defined time window.

17. The computer readable storage medium of claim 16, wherein the defined time window is configurable.

18. The computer readable storage medium of claim 13, wherein the identifying the problem reports that are caused by a failure of a same single component of the multi-tiered application comprises performing ticket correlation of one or more problems reported in the problem reports.