Automated incident resolution system and method

• US 9,542,259 B1
• Filed: 12/23/2013
• Issued: 01/10/2017
• Est. Priority Date: 12/23/2013
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: McEwen, Paul, Ridley, Dean, Adamian, Nej, Yeo, Willie, Dalvi, Paresh
• Primary Examiner(s): CHU, GABRIEL L
• Application Number:
  US14/138,571
• Time in Patent Office: 1,114 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 11/0706 the processing taking place on a specific hardware platform or in a specific software environment
• 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 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• 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 11/2257 using expert systems

Abstract

Methods, systems and computer program products for automated resolution of computer system incidents are provided.

Claims

1. A computer-implemented method, comprising:

receiving, by a processor, a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;

receiving, by the processor, user-provided textual information describing an incident on an end-user computing device;

parsing, by the processor, the user-provided textual information to identify keywords;

matching the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;

performing, by the processor, a diagnostic check using one or more of the diagnostic scripts, each of the one or more diagnostic scripts including a set of instructions used to identify at least one technical issue corresponding to the incident on the end-user computing device; and

applying and executing, by the processor, at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.

2. The method of claim 1, wherein the diagnostic check further identifies a source of the at least one technical issue causing the incident on the end-user computing device.

3. The method of claim 1, wherein the corrective action addresses an ancillary technical issue identified during the diagnostic check, the ancillary technical issue not related to the incident described in the user-provided information.

4. The method of claim 1, wherein the defined set of instructions comprises self-help information, the self-help information being provided to the end-user computing the device for end-user action in response to receiving the user-provided information describing the incident on the end-user computing device.

5. The method of claim 1, wherein the user-provided information describing the incident on the end-user computing device is an audio or textual description.

6. The method of claim 1, wherein the user-provided information describing the incident on the end-user computing device is parsed keywords and phrases that can be matched against a database of knowledge objects and key performance indicators representative of known technical issues.

7. The method of claim 1, further comprising maintaining a log of incidents, wherein the log provides aggregated information about resolved incidents on a plurality of end-user computing devices.

8. The method of claim 7, wherein the aggregated information is used to provide visual indicators on a geographical heat map.

9. The method of claim 8, wherein the visual indicators are representative of technical issues encountered across an enterprise.

10. The method of claim 8, wherein the visual indicators are representative of emerging technical issues across an enterprise.

11. The method of claim 1, further comprising generating a report comprising information about a status of the incident on the end-user computer device.

12. The method of claim 11, wherein information about the status of the incident is used to update a geographical heat map configured to visually present frequency and impact of reported incidents and corresponding technical issues.

13. A computer system, comprising:

a memory; and

a processing device communicatively coupled to the memory, the processing device configured to;

receive a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;

receive user-provided textual information describing an incident on an end-user computing device;

parse the user-provided textual information to identify keywords;

match the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;

perform, using at least one diagnostic script, each diagnostic script including a set of instructions, a diagnostic check to identify at least one technical issue corresponding to the incident on the end-user computing device; and

apply and execute at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.

14. The system of claim 13, further comprising detecting, through applying the at least one diagnostic script, additional technical issues unrelated to the user-provided information, and applying an additional corrective script to resolve the technical issue unrelated to the user-provided information.

15. A non-transitory computer-readable storage medium programmed to include instructions that, when executed by a processing device, cause the processing device to perform a method, the method comprising:

receiving a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises a corrective script;

receiving, by a processor, a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;

receiving user-provided textual information describing an incident on an end-user computing device;

parsing, by the processor, the user-provided textual information to identify keywords;

matching the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;

performing a diagnostic check using one or more of the diagnostic scripts, each of the one or more diagnostic scripts including a set of instructions used to identify at least one technical issue corresponding to the incident on the end-user computing device; and

applying and executing at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.