Electronic management system for technology support reporting

• US 9,519,536 B2
• Filed: 01/01/2015
• Issued: 12/13/2016
• Est. Priority Date: 01/01/2015
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Arora, Piyush
• Primary Examiner(s): KUDIRKA, JOSEPH R
• Application Number:
  US14/588,418
• Publication Number:
  US 20160196173A1
• Time in Patent Office: 712 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 11/0745 in an input/output transactions management context input/output processing in general G06F13/00
• CPC Class Codes: G06F 11/0757 by exceeding a time limit, i.e. time-out, e.g. watchdogs
• 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 11/3031 where the computing system component is a motherboard or an expansion card
• CPC Class Codes: G06F 11/324 Display of status information
• CPC Class Codes: G06F 11/3409 for performance assessment
• CPC Class Codes: G06F 11/3664 Environments for testing or debugging software

Abstract

Systems and methods for generating a visual indicator based on receiving a report of a transaction processing error, the error comprising an informality in a software instruction code executed during a first attempt to process a transaction. The systems may be configured to determine a preconfigured time period for correcting the software instruction code causing the transaction processing error and compare it to the actual time it took to correct the software instruction code to determine whether the processing error was corrected within the preconfigured time period. The system and method may then generate and communicate a visual indicator based on determining whether the error was corrected within preconfigured time period.

Claims

1. A system for generating and presenting a visual indicator based on determining that a software instruction code causing a transaction processing error was corrected within a predetermined time period, the system comprising:

a non-transitory storage device;

a communication device;

at least one processor operatively coupled to the storage device and the communication device; and

at least one module stored in said storage device and comprising instruction code that is executable by the at least one processor and configured to cause said at least one processor to;

receive a first report of the transaction processing error, the error comprising an informality in the software instruction code executed during a first attempt to process a transaction;

determine a time period for correcting the software instruction code causing the transaction processing error;

receive a second report that the informality in the software instruction code causing the transaction processing error was corrected based on an execution of the corrected software instruction code during a second attempt to process the transaction;

determine an amount of time between receiving the first report and receiving the second report;

compare the amount of time between receiving the first report and receiving the second report with the time period for correcting the transaction processing error;

determine whether the software instruction code causing the transaction processing error was corrected within the predetermined time period based on comparing the amount of time between receiving the first report and the second report with the time period for correcting the transaction processing error;

generate the visual indicator based on determining whether the error was corrected within the predetermined time period; and

communicate the visual indicator.

2. The system of claim 1, wherein said at least one module further comprises instruction code for causing said at least one processor to identify a technician capable of correcting the software instruction code causing the transaction processing error, generate a work order detailing the error and a procedure for correcting the error, and communicate the work order to the technician.

3. The system of claim 1, wherein the software instruction code is executed by a machine;

wherein said at least one module further comprises instruction code for causing said at least one processor to determine a transaction processing rate of the machine; and

wherein determining the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the transaction processing rate of the machine.

4. The system of claim 1, wherein said at least one module further comprises instruction code for causing said at least one processor to:

determine a second machine capable of executing the software instruction code in order to process the transaction; and

communicate a request to the second machine to execute the software instruction code to process the transaction; and

wherein determine the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the communicating the request to the second machine.

5. The system of claim 1, wherein said at least one module further comprises instruction code for causing said at least one processor to receive a history of errors, determine a number of times the transaction processing error has occurred based on receiving the history of errors;

and wherein generating the visual indicator is based on the number of times the transaction processing error has occurred.

6. The system of claim 1, wherein the visual indicator is a report;

wherein said at least one module further comprises instruction code for causing said at least one processor to receive user input for filtering the report; and

wherein generating the visual indicator is based on receiving the user input.

7. The system of claim 1, wherein the visual indicator is a dynamic report comprising an interactive user control, wherein said at least one module further comprises instruction code for causing said at least one processor to receive a request to update the report based on a user interacting with the interactive user control, and update the visual indicator based on receiving the request.

8. A computer program product for generating and presenting a visual indicator based on determining that a software instruction code causing a transaction processing error was corrected within a predetermined time period, the computer program product comprising a non-transitory computer-readable storage medium having computer-executable program code portions, the computer-executable program code portions comprising:

an executable portion configured for receiving a first report of the transaction processing error, the error comprising an informality in the software instruction code executed during a first attempt to process a transaction;

an executable portion configured for determining a time period for correcting the software instruction code causing the transaction processing error;

an executable portion configured for receiving a second report that the informality in the software instruction code causing the transaction processing error was corrected based on an execution of the corrected software instruction code during a second attempt to process the transaction;

an executable portion configured for determining an amount of time between receiving the first report and receiving the second report;

an executable portion configured for comparing the amount of time between receiving the first report and receiving the second report with the time period for correcting the transaction processing error;

an executable portion configured for determining whether the software instruction code causing the transaction processing error was corrected within the predetermined time period based on comparing the amount of time between receiving the first report and the second report with the time period for correcting the transaction processing error;

an executable portion configured for generating a visual indicator based on determining whether the error was corrected within the predetermined time period; and

an executable portion configured for communicating the visual indicator.

9. The computer program product of claim 8, wherein the computer-executable program code portions further comprise:

an executable portion configured for identifying a technician capable of correcting the software instruction code causing the transaction processing error;

an executable portion configured for generating a work order detailing the error and a procedure for correcting the error; and

an executable portion configured for communicating the work order to the technician.

10. The computer program product of claim 8, wherein the software instruction code is executed by a machine;

wherein the computer-executable program code portions further comprise an executable portion configured for determining a transaction processing rate of the machine; and

wherein determining the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the transaction processing rate of the machine.

11. The computer program product of claim 8, wherein the computer-executable program code portions further comprise an executable portion configured for determining a second machine capable of executing the software instruction code in order to process the transaction;

and an executable portion for communicating a request to the second machine to execute the software instruction code to process the transaction; and

wherein determining the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the communicating the request to the second machine.

12. The computer program product system of claim 8, wherein the computer-executable program code portions further comprise an executable portion configured for receiving a history of errors, an executable portion configured for determining a number of times the transaction processing error has occurred based on receiving the history of errors;

and wherein generating the visual indicator is based on the number of times the transaction processing error has occurred.

13. The computer program product system of claim 8, wherein the visual indicator is a report;

wherein the computer-executable program code portions further comprise an executable portion configured for receiving user input for filtering the report; and

wherein generating the visual indicator is based on receiving the user input.

14. The computer program product system of claim 8, wherein the visual indicator is a dynamic report comprising an interactive user control, wherein the computer-executable program code portions further comprise an executable portion configured for receiving a request to update the report based on a user interacting with the interactive user control, and an executable portion configured for updating the visual indicator based on receiving the request.

15. A computer-implemented method for generating and presenting a visual indicator based on determining that a software instruction code causing a transaction processing error was corrected within a predetermined time period, the computer-implemented method comprising:

receiving, via a processing device, a first report of the transaction processing error, the error comprising an informality in the software instruction code executed during a first attempt to process a transaction;

determining, via a processing device, a time period for correcting the software instruction code causing the transaction processing error;

receiving, via a processing device, a second report that the informality in the software instruction code causing the transaction processing error was corrected based on an execution of the corrected software instruction code during a second attempt to process the transaction;

determining, via a processing device, an amount of time between receiving the first report and receiving the second report;

comparing, via a processing device, the amount of time between receiving the first report and receiving the second report with the time period for correcting the transaction processing error;

determine, via a processing device, whether the software instruction code causing the transaction processing error was corrected within the predetermined time period based on comparing the amount of time between receiving the first report and the second report with the time period for correcting the transaction processing error;

generating, via a processing device, a visual indicator based on determining whether the error was corrected within the predetermined time period; and

communicating, via a processing device, the visual indicator.

16. The computer-implemented method of claim 15, wherein the method further comprises identifying a technician capable of correcting the software instruction code causing the transaction processing error, generating a work order detailing the error and a procedure for correcting the error, and communicating the work order to the technician.

17. The computer-implemented method of claim 15, wherein the software instruction code is executed by a machine;

wherein the method further comprises determining a transaction processing rate of the machine; and

wherein determining the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the transaction processing rate of the machine.

18. The computer-implemented method of claim 15, wherein the method further comprises determining a second machine capable of executing the software instruction code in order to process the transaction;

and communicating a request to the second machine to execute the software instruction code to process the transaction; and

wherein determining the time period for correcting the software instruction code causing the transaction processing error is based at least in part on the communicating the request to the second machine.

19. The computer-implemented method of claim 15, wherein the method further comprises receiving a history of errors, determine a number of times the transaction processing error has occurred based on receiving the history of errors;

and wherein generating the visual indicator is based on the number of times the transaction processing error has occurred.

20. The computer-implemented method of claim 15, wherein the visual indicator is a report;

wherein the method further comprises receiving user input for filtering the report; and

wherein generating the visual indicator is based on receiving the user input.