Problem management software

• US 9,208,193 B1
• Filed: 03/15/2013
• Issued: 12/08/2015
• Est. Priority Date: 03/15/2013
• Status: Expired due to Fees

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Inventors: Gulasky, Gary R.
• Primary Examiner(s): Ruiz, Angelica
• Application Number:
  US13/837,241
• Time in Patent Office: 998 Days
• US Class Current: 1/1
• 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 11/0751 Error or fault detection not based on redundancy power supply failures G06F1/30; network fault management H04L41/06
• 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: 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: G06F 16/2379 Updates performed during online database operations; commit processing
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/248 Presentation of query results

Abstract

Computer systems are managed by providing systems programmers with visual displays and user interfaces that identify certain issues and allow the system programmer to readily apply fixes, patches, and other updates without tediously sifting through a mountain of information and manually addressing those issues. The systems herein, provide a more streamlined approach for the system programmer by reducing the possibility of overlooking a particular issue that may adversely affect the system.

Claims

1. In a mainframe system, a machine-executable process, comprising:

receiving data from at least one error record;

parsing the received data for a first set of errors in a mainframe system and a second set of errors in the mainframe system;

displaying a first segment comprising a first ordered listing of entries indicative of the first set of errors in the mainframe system, at least one of the entries in the first ordered listing of entries being user selectable, the first segment comprising;

an issue section comprising an issue indicator being indicative of an issue that impacts the mainframe system;

a status section comprising a status indicator corresponding to the issue indicator, the status indicator being indicative of a status of the issue; and

an actionable task section comprising a user-selectable actionable task indicator corresponding to the issue indicator, the actionable task indicator being indicative of an actionable task that remedies the issue;

displaying a second segment that is visually separate from the first segment, the second segment comprising a second ordered listing of entries indicative of the second set of errors in the mainframe system, the second set of errors having a lesser impact on the mainframe system than the first set of errors;

querying a support database in response to a user selecting an entry associated with an error in the mainframe system from either the first segment or second segment;

determining whether a solution to the mainframe system error associated with the user selected entry exists in the support database; and

downloading the solution from the support database in response to determining that the solution exists in the support database.

2. The process of claim 1, further comprising:

determining whether a problem record associated with the mainframe system error exists in the support database in response to determining that the solution does not exist in the support database; and

downloading the problem record from the support database in response to determining that the problem record exists in the support database.

3. The process of claim 2, further comprising:

opening a new issue in response to determining that the problem record does not exist in the support database; and

uploading the new issue to the support database as a new problem record.

4. The process of claim 1, further comprising:

executing the downloaded solution.

5. The process of claim 1, wherein parsing the received data for the mainframe system error comprises:

parsing the data for a keyword associated with a mainframe system error;

determining whether the keyword exists in the data; and

recording the keyword and an associated value as the mainframe system error.

6. The process of claim 1, wherein parsing the received data for the mainframe system error comprises at least one of:

parsing the data for a JOBNAME keyword;

parsing the data for a PROGRAM NAME keyword; and

parsing the data for an OFFSET keyword.

7. The process of claim 2, wherein receiving data from an error record comprises:

receiving data from an Environmental Record and Editing Printing (EREP) program in a z/OS mainframe system environment.

8. The process of claim 2, wherein receiving data from an error record comprises:

receiving data from a SYSVIEW®

program in a z/OS mainframe system environment.

9. A hardware computing device in a mainframe system, comprising:

a receiver to receive data from at least one error record;

a processor to parse the received data;

a display for displaying a first segment comprising a first ordered listing of entries, at least one of the entries in the first ordered listing of entries being user selectable, the first ordered listing of entries being indicative of a first set of errors in a mainframe system, the first segment comprising;

an issue section comprising an issue indicator being indicative of an issue that impacts the mainframe system;

a status section comprising a status indicator corresponding to the issue indicator, the status indicator being indicative of a status of the issue; and

an actionable task section comprising a user-selectable actionable task indicator corresponding to the issue indicator, the actionable task indicator being indicative of an actionable task that remedies the issue; and

the display further displaying a second segment that is visually separate from the first segment, the second segment comprising a second ordered listing of entries, the second ordered listing of entries being indicative of a second set of errors in the mainframe system, the second set of errors having a lesser impact on the mainframe system than the first set of errors; and

the processor to further query a support database based upon a select entry associated with an error in the mainframe system from either the first segment or second segment;

the processor to further determine whether a solution to the mainframe system error exists in the support database, the processor to further download the solution from the support database in response to determining that the solution exists in the support database.

10. The hardware computing device of claim 9, wherein the processor is operative to further determine whether a problem record associated with the mainframe system error exists in the support database in response to determining that the solution does not exist in the support database, the processor to further download the problem record from the support database in response to determining that the problem record exists in the support database.

11. The hardware computing device of claim 10, wherein the processor is operative to further open a new issue in response to determining that the problem record does not exist in the support database, the processor to further upload the new issue to the support database as a new problem record.

12. The hardware computing device of claim 9, wherein the processor is operative to further execute the downloaded solution.

13. The hardware computing device of claim 9, wherein the processor is operative to further parse the data for a keyword associated with a mainframe system error, the processor to further determine whether the keyword exists in the data, the processor to further record the keyword and an associated value as the mainframe system error.

14. The hardware computing device of claim 9, further comprising:

a SYSVIEW®

program communicatively coupled to the receiver, the EREP to provide the data.

15. The hardware computing device of claim 9, further comprising:

an online customer support database communicatively coupled to the processor, the online customer support database comprising;

solutions; and

problem records.

16. A hardware computing device, comprising:

a hardware processor coupled to memory, the hardware processor configured to execute computer code to implement a graphical user interface;

first memory storing a first segment comprising a first ordered listing of entries presented in the graphical user interface, at least one of the entries in the first ordered listing of entries being user selectable, the first ordered listing of entries being indicative of a first set of errors in a mainframe system, the first segment comprising;

an issue section comprising an issue indicator being indicative of an issue that impacts the mainframe system;

a status section comprising a status indicator corresponding to the issue indicator, the status indicator being indicative of a status of the issue; and

an actionable task section comprising a user-selectable actionable task indicator corresponding to the issue indicator, the actionable task indicator being indicative of an actionable task that remedies the issue; and

second memory storing a second segment that is visually separate in the graphical user interface from the first segment, the second segment comprising a second ordered listing of entries, the second ordered listing of entries being indicative of a second set of errors in the mainframe system, the second set of errors having a lesser impact on the mainframe system than the first set of errors.

17. The hardware computing device of claim 16, further comprising a third segment that is visually separate from the first segment, the third segment further being visually separate from the second segment, the third segment comprising a third ordered listing of entries, the third ordered listing of entries being indicative of a third set of errors, the third set of errors having a lesser impact on the mainframe system than the second set of errors.

18. The hardware computing device of claim 16, further comprising a problem count section that represents a number of errors in a mainframe system.

19. The hardware computing device of claim 18, wherein the problem count section comprises sub-sections, each sub-section being associated with a different sub-system of the mainframe system.