Log file management tool

• US 9,846,721 B2
• Filed: 03/13/2014
• Issued: 12/19/2017
• Est. Priority Date: 03/13/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Gatto, Alan, Cottle, Dean, Fylypenko, Oleg, Gurusiddappa, Shivakumar, Haselhuhn, Kevin, Hollis, Greg, Lamprea, Luis, Aleksin, Sergey, Kumar, Gaurav, Datar, Narendra, Pougnet, Michael, Bharucha, Poras, Dale, Brett
• Primary Examiner(s): Corrielus, Jean M
• Application Number:
  US14/209,790
• Publication Number:
  US 20140280197A1
• Time in Patent Office: 1,377 Days
• Field of Search: 707769, 707741
• CPC Class Codes: G06F 11/3072 where the reporting involves data filtering, e.g. pattern matching, time or event triggered, adaptive or policy-based reporting
• CPC Class Codes: G06F 11/3409 for performance assessment
• CPC Class Codes: G06F 11/3476 Data logging G06F11/14, G06F11/2205 take precedence
• CPC Class Codes: G06F 16/21 Design, administration or maintenance of databases
• CPC Class Codes: G06F 16/245 Query processing
• CPC Class Codes: G06F 17/40 Data acquisition and logging for input to computer G06F3/00

Abstract

A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.

Claims

1. A system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

retrieve, by a log collection server over a network, a first log from a first server corresponding to a contact center, the log collection server connected to the first server through the network, wherein the first server being identified based on a relationship graph derived from configuration information regarding interrelationships and interdependencies of applications running on the one or more servers;

generate, by the log collection server, an index of values in the first log;

update, by the log collection server an index database based on the index; and

save the first log on a storage device coupled to the log collection server,

wherein the memory further stores instructions that, when executed by the processor, cause the processor to process the first log before saving the first log on the storage device by;

determining a file type of the first log;

determining one or more searchable tokens associated with the file type;

searching the first log for the one or more searchable tokens to identify a plurality of logs matching a search criteria, wherein the search criteria comprising at least one of an error code or a session identifier;

determining whether the token is scrubbed based on whether the token comprises sensitive or private data;

in response to determining that the token is scrubbed, replacing the plurality of logs matched the search criteria with scrubbed data;

in response to determining that the token is not scrubbed, leaving the token unmodified; and

updating the index with a value of the token and a location of the token in the first log.

2. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to retrieve a second log from a second server of a plurality of servers.

3. The system of claim 2, wherein the first log and the second log are generated by different software applications.

4. The system of claim 2, wherein the first server and the second server are associated with different contact centers.

5. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to compress the first log before saving the first log on the storage device.

6. The system of claim 1, wherein the memory further stores instructions that, when executed by the processor, cause the processor to purge a plurality of log files from the storage device, wherein the purged log files are older than a set time period.

7. The system of claim 1, wherein the log collection server is accessible by a remote server outside the network, and wherein the first server is not accessible by the remote server outside the network.

8. A system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive, at a log collection server, a request for logs, the request comprising search criteria comprising at least one of an error code or a session identifier;

search, by the log collection server, an index database for the search criteria;

connect, by the log collection server, to one or more servers through a network, the one or more servers corresponding to at least one contact center, the one or more servers being identified in based on a relationship graph derived from configuration information regarding interrelationships and interdependencies of applications running on the one or more servers;

retrieve, by the log collection server, a plurality of logs matching the search criteria, the logs being collected from one or more servers that are connected through the network;

for each log of the plurality of logs;

determine a file type of the log;

determine one or more searchable tokens associated with the file type;

search the log for the one or more searchable tokens to identify the plurality of logs matching the search criteria, wherein the search criteria comprising at least one of an error code or a session identifier;

determine if the token is scrubbed based on whether the token comprises sensitive or private data;

in response to determining that the token is scrubbed, replace the plurality of logs matching the search criteria with scrubbed data; and

in response to determining that the token is not scrubbed, leave the token unmodified; and

package the retrieved logs into a file saved on a storage device coupled to the log collection server.

9. The system of claim 8, wherein the request further comprises filtering criteria, and

the memory further stores instructions that, when executed by the processor, cause the processor to filter the retrieved logs to remove lines to return only lines that match the filtering criteria.

10. The system of claim 9, wherein the filtering criteria comprises at least one of an error code, a session identifier, a log level, and a keyword.

11. The system of claim 8, wherein the search criteria comprises a service request number.

12. The system of claim 8, wherein the log collection server is accessible by a remote server outside the network, and wherein the one or more servers are not accessible by the remote server outside the network.