Contacting remote support (call home) and reporting a catastrophic event with supporting documentation

• US 9,594,622 B2
• Filed: 02/04/2015
• Issued: 03/14/2017
• Est. Priority Date: 02/04/2015
• Status: Active Grant

• Current Assignee: AirBNB Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Bohn, Joseph A., Davidson, Howard R., Ortiz, Jose I., Schambureck, Nicholas C., Whetstone, Kristin R.
• Primary Examiner(s): Lottich, Joshua P
• Application Number:
  US14/613,802
• Publication Number:
  US 20160224405A1
• Time in Patent Office: 769 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 11/0772 Means for error signaling, e.g. using interrupts, exception flags, dedicated error registers
• 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: H04L 41/0604 using filtering, e.g. reduction of information by using priority, element types, position or time
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

Responsive to detecting a failure in a computer system determined by receiving a trap from at least one component integrated in the computer system, a notification to a recipient may be transmitted. A service ticket is created associated with the failure. One or more other problem events occurring during the failure is detected and an indication that the other problem events occurred during the failure is recorded. Notifying the recipient during the failure, of the one or more other problem events, is prevented. Responsive to detecting a resolution of the failure, the service ticket is updated with the other problem events with the indication that the other problem event occurred during the failure.

Claims

1. A method of computer problem notification, comprising:

responsive to detecting a failure in a computer system determined by receiving a trap from at least one component integrated in the computer system, transmitting a notification to a recipient;

creating a service ticket associated with the failure;

detecting one or more other problem events occurring during the failure and recording with an indication that the other problem events occurred during the failure;

preventing notifying the recipient during the failure, of the one or more other problem events; and

responsive to detecting a resolution of the failure, updating the service ticket with the other problem events with the indication that the other problem event occurred during the failure.

2. The method of claim 1, wherein the recipient comprises a processing component associated with a provider of the computer system.

3. The method of claim 1, wherein the computer system comprises a consolidated appliance solution.

4. The method of claim 3, wherein the consolidated appliance solution comprises infrastructure, middleware, and application capabilities.

5. The method of claim 1, wherein the notification comprises a call home event.

6. The method of claim 1, wherein the recording comprises recording the one or more other problem events in an original format and sending the updated service ticket includes sending the updated service ticket including original timestamp of the one or more other problem events.

7. A system of providing a computer problem notification, comprising:

a memory device; and

a processor operable to detect a failure in a computing system by receiving a trap from at least one component integrated in a computer system,

the processor further operable to transmit a notification to a recipient,

the processor further operable to create a service ticket associated with the failure,

the processor further operable to detect one or more other problem events occurring during the failure,

the processor further operable to record an indication that the other problem events occurred during the failure on the memory device,

the processor further operable to prevent notifying the recipient during the failure, of the one or more other problem events, and

responsive to detecting a resolution of the failure, the processor further operable to update the service ticket with the other problem events with the indication that the other problem event occurred during the failure.

8. The system of claim 7, wherein the recipient comprises a processing component associated with a provider of the computer system.

9. The system of claim 7, wherein the computer system comprises a consolidated appliance solution.

10. The system of claim 9, wherein the consolidated appliance solution comprises infrastructure, middleware, and application capabilities.

11. The system of claim 7, wherein the notification comprises a call home event.

12. The system of claim 7, wherein the processor is operable to record the one or more other problem events in an original format on the memory device and send the updated service ticket including original timestamp of the one or more other problem events.

13. A non-transitory computer readable storage medium storing a program of instructions executable by a machine to perform a method of computer problem notification, the method comprising:

responsive to detecting a failure in a computer system determined by receiving a trap from at least one component integrated in the computer system, transmitting a notification to a recipient;

creating a service ticket associated with the failure;

detecting one or more other problem events occurring during the failure and recording with an indication that the other problem events occurred during the failure;

preventing notifying the recipient during the failure, of the one or more other problem events; and

responsive to detecting a resolution of the failure, updating the service ticket with the other problem events with the indication that the other problem event occurred during the failure.

14. The non-transitory computer readable storage medium of claim 13, wherein the recipient comprises a processing component associated with a provider of the computer system.

15. The non-transitory computer readable storage medium of claim 13, wherein the computer system comprises a consolidated appliance solution.

16. The non-transitory computer readable storage medium of claim 15, wherein the consolidated appliance solution comprises infrastructure, middleware, and application capabilities.

17. The non-transitory computer readable storage medium of claim 13, wherein the notification comprises a call home event.

18. The non-transitory computer readable storage medium of claim 13, wherein the recording comprises recording the one or more other problem events in an original format and sending the updated service ticket includes sending the updated service ticket including original timestamp of the one or more other problem events.