Method and system to process issue data pertaining to a system

• US 9,354,959 B2
• Filed: 03/25/2013
• Issued: 05/31/2016
• Est. Priority Date: 12/29/2003
• Status: Expired due to Fees

• Current Assignee: eBay Inc.
• Original Assignee: eBay Inc.
• Inventors: Embree, Kevin H, Silver, Ellen
• Primary Examiner(s): THIAW, CATHERINE B
• Application Number:
  US13/850,232
• Publication Number:
  US 20130219232A1
• Time in Patent Office: 1,163 Days
• Field of Search: 709217-219, 709223-225
• 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 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 40/226 Validation
• CPC Class Codes: G06N 5/025 Extracting rules from data
• CPC Class Codes: G06Q 20/12 specially adapted for electronic shopping systems
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/08 Auctions
• CPC Class Codes: H04L 41/0604 using filtering, e.g. reduction of information by using priority, element types, position or time
• CPC Class Codes: H04L 41/0631 using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
• CPC Class Codes: H04L 41/0686 Additional information in the notification, e.g. enhancement of specific meta-data
• CPC Class Codes: H04L 43/065 related to network devices
• CPC Class Codes: H04L 43/067 using time frame reporting
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A computer-implemented method to processes issue data in a system is provided. A network is monitored for a violation of a parameter defined by rules. The violation is reported in an issue report categorized by a predefined issue type. Issue description and location identifying information where an issue of the issue report occurs are identified. A predefined response activity for responding to the issue is determined. An action based on the predefined response activity is triggered. The issue and the response activity is logged.

Claims

1. A system comprising:

one or more hardware processors of a machine configure to at least;

monitor a computing network for a violation of a parameter defined by rules, the violation reported in an issue report categorized by a predefined issue type;

identify an issue type and location identifying information where an issue of the issue report occurs;

perform a look up for an exposure value from an issue exposure table stored in one or more networked databases, the exposure value determined based on data parsed from the issue;

perform a look up for a severity value from an issue severity table stored in the one or more networked databases, the severity value based on an issue type of the issue, the severity table comprising records that include a predetermined severity level for each existing issue type;

generate a merged issue priority for the issue by merging a plurality of different priority types, the plurality of different priority types including an exposure priority indicating a potential loss or liability and a severity priority, the exposure priority being based on the exposure value and the severity value, the merged issue priority used to automatically prioritize the issue; and

a workflow application to determine a predefined response activity for responding to the issue and triggering an action based on the predefined response activity,

the one or more hardware processors further to log the issue and the response activity.

2. The system of claim 1, wherein the one or more hardware processors are further to determine whether the issue corresponds to existing issue entries in an issue queue, and to reconcile and aggregate issue data for the issue report with corresponding existing issue entries in the issue queue resulting in a reduced number of discreet entries in the issue queue.

3. The system of claim 1, wherein the predefined response activity in performed in an automated manner.

4. The system of claim 1, wherein the workflow application is to further provide a notification to a user that includes the identified issue description.

5. The system of claim 1, wherein the one or more hardware processors are further to access historical data associated with the issue report.

6. The system of claim 1, wherein the one or more hardware processors generates the merged issue priority by applying at least one weighting rule to the different priority types.

7. The system of claim 1, wherein the one or more hardware processors are to determine a visibility priority based on a count of a number of times a specific issue is reported, the visibility priority being one of the plurality of different priority types, the visibility priority providing an assessment of the number of times a specific issue has been reported, the merged issue priority including the visibility priority, the exposure priority, and the severity priority.

8. The system of claim 1, wherein the one or more hardware processors are further to:

parse the issue to obtain priority criterion data relating to at least one priority criterion which is unrelated to respective dates or times of the reported issue;

automatically prioritize the issue by applying to the issue the issue priority based at least partially on the associated priority criterion data; and

communicate the issue to an agent based on the issue priority.

9. A method comprising:

monitoring a computing network for a violation of a parameter defined by rules, the violation reported in an issue report categorized by a predefined issue type;

identifying, using a hardware processor of a machine, an issue type and location identifying information where an issue of the issue report occurs;

performing a look up for an exposure value from an issue exposure table stored in one or more networked databases, the exposure value determined based on data parsed from the issue;

performing a look up for a severity value from an issue severity table stored in the one or more networked databases, the severity value based on an issue type of the issue, the severity table comprising records that include a predetermined severity level for each existing issue type;

generating a merged issue priority for the issue of by merging a plurality of different priority types, the plurality different priority types including an exposure priority indicating a potential loss or liability and a severity priority, the exposure priority being based on the exposure value and the severity value, the merged issue priority used to automatically prioritize the issue;

determining a predefined response activity for responding to the issue;

triggering an action based on the predefined response activity; and

logging the issue and the response activity.

10. The method of claim 9, further comprising defining an issue category tree having increasing levels of granularity, the issue being categorized using the issue category tree, the issue category tree differentiating issue types based in part on a subject matter of a specific transaction to which the issue pertains.

11. The method of claim 9, further comprising:

determining whether the issue corresponds to existing issue entries in an issue queue; and

reconciling and aggregating issue data for the issue report with corresponding existing issue entries in the issue queue resulting in a reduced number of discreet entries in the issue queue.

12. The method of claim 9, further comprising providing a notification to a user that includes the identified issue description.

13. The method of claim 9, further comprising accessing historical data associated with the issue report.

14. The method of claim 9, wherein generating the merged issue priority comprises further comprising applying at least one weighting rule to the different priority types.

15. The method of claim 9, further comprising determining a visibility priority based on a count of a number of times a specific issue is reported, the visibility priority being one of the plurality of different priority types, the visibility priority providing an assessment of the number of times a specific issue has been reported, the merged issue priority including the visibility priority, the exposure priority, and the severity priority.

16. The method of claim 9, further comprising:

parsing the issue to obtain priority criterion data relating to at least one priority criterion which is unrelated to respective dates or times of the reported issue;

automatically prioritize the issues by applying to the issue the issue priority based at least partially on the associated priority criterion data; and

communicate the issue to an agent based on the issue priority.

17. A computer-readable storage device comprising instructions which, when implemented by a hardware processor of a machine, cause the machines to perform operations comprising:

monitoring a computing network for a violation of a parameter defined by rules, the violation reported in an issue report categorized by a predefined issue type;

identifying, using the hardware processor of the machine, an issue description and location identifying information where an issue of the issue report occurs;

performing a look up for an exposure value from an issue exposure table stored in one or more networked databases, the exposure value determined based on data parsed from the issue;

performing a look up for a severity value from an issue severity table stored in the one or more networked databases, the severity value based on an issue type of the issue, the severity table comprising records that include a predetermined severity level for each existing issue type;

generating a merged issue priority for the issue by merging a plurality of different priority types, the plurality of different priority types including an exposure priority indicating a potential loss or liability and a severity priority, the exposure priority being based on the exposure value and the severity value, the merged issue priority used to automatically prioritize the issue;

determining of a predefined response activity for responding to the issue;

triggering an action based on the predefined response activity; and

logging the issue and the response activity.

18. The computer-readable storage device of claim 17, wherein the operations further comprise:

determining whether the issue corresponds to existing issue entries in an issue queue; and

reconciling and aggregating issue data for the issue report with corresponding existing issue entries in the issue queue resulting in a reduced number of discreet entries in the issue queue.

19. The computer-readable storage device of claim 17, wherein the operations further comprise accessing historical data associated with the issue report, wherein the historical data is used to determine an accuracy of the issue report.

20. The computer-readable storage device of claim 17, wherein the operations further comprise:

parsing the issue to obtain priority criterion data relating to at least one priority criterion which is unrelated to respective dates or times of the reported issue;

automatically prioritize the issues by applying to the issue the issue priority based at least partially on the associated priority criterion data; and

communicate the issue to an agent based on the issue priority.