Analytics platform for automated diagnosis, remediation, and proactive supportability

• US 9,983,924 B2
• Filed: 03/02/2016
• Issued: 05/29/2018
• Est. Priority Date: 09/26/2013
• Status: Active Grant

• Current Assignee: Emc IP Holding Company LLC (Dell Technologies Inc.)
• Original Assignee: Emc IP Holding Company LLC (Dell Technologies Inc.)
• Inventors: Schnegelberger, Eric, Wang, Grissom
• Primary Examiner(s): Chea, Philip J
• Assistant Examiner(s): Chen, Wuji
• Application Number:
  US15/059,011
• Publication Number:
  US 20160239374A1
• Time in Patent Office: 818 Days
• 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
• 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 41/0654 using network fault recovery ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence

Abstract

Automatic remediation is provided to a serviced system. Selected system information associated with the serviced system is received. A set of one or more symptoms is generated using the selected system information. A knowledge repository is searched using the set of symptoms to identify a root cause. A remediation package corresponding to the root cause is obtained and, if permitted, the remediation package is caused to be performed on the serviced system.

Claims

1. A method for providing automatic remediation to a serviced system, comprising:

receiving feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system corresponding to a first set of one or more symptoms generated from a first set of selected system information of the serviced system;

receiving a second set of selected system information associated with the serviced system;

in response to the received feedback and the received second set of selected system information, generating a second set of one or more symptoms using the second set of selected system information, wherein the second set of one or more symptoms represents additional symptoms;

creating an issue package that includes the second set of one or more symptoms that allows a corresponding remediation package to be added; and

if permitted, causing the corresponding remediation package of the issue package to be performed on the serviced system.

2. The method of claim 1, wherein the issue package is created in a knowledge repository that includes information from one or more knowledge sources.

3. The method of claim 1, wherein the issue package is created in a knowledge repository that includes information from one or more knowledge sources, wherein the one or more knowledge sources include one or more of the following:

a developer bug tracking system, a support center tracking system, or documentation.

4. The method of claim 1, further comprising:

providing to a support center tracking system the second set of symptoms; and

receiving from the support center tracking system a case identifier.

5. The method of claim 1, further comprising:

providing to a support center tracking system the second set of symptoms;

receiving from the support center tracking system a case identifier;

providing to a developer bug tracking system the case identifier; and

receiving from the developer bug tracking system a bug identifier.

6. The method of claim 1, wherein the issue package further includes a case identifier and a bug identifier.

7. The method of claim 1, further comprising marking the issue package as not ready.

8. The method of claim 1, wherein the previously sent remediation package did not resolve the issue of the service system due to an inability to identify a root cause.

9. The method of claim 1, wherein the second set of selected system information associated with the serviced system reduces a number of possible root causes of the issue of the serviced system.

10. The method of claim 1, further comprising searching a knowledge repository using the second set of one or more symptoms to identify a root cause.

11. The method of claim 1, further comprising:

searching a knowledge repository using the second set of one or more symptoms to identify a root cause; and

obtaining a remediation package corresponding to the root cause.

16. The system of claim 12, method of claim 1, wherein the instructions further cause the processor to mark the issue package as not ready.

12. A system for providing automatic remediation to a serviced system, comprising:

a processor; and

a memory coupled with the processor, wherein the memory is configured to provide the processor with instructions which when executed cause the processor to;

receive feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system corresponding to a first set of one or more symptoms generated from a first set of selected system information of the serviced system;

receive a second set of selected system information associated with the serviced system;

in response to the received feedback and the received second set of selected system information, generate a second set of one or more symptoms using the second set of selected system information, wherein the second set of one or more symptoms represents additional symptoms;

create an issue package that includes the second set of one or more symptoms that allows a corresponding remediation package to be added; and

if permitted, cause the corresponding remediation package of the issue package to be performed on the serviced system.

13. The system of claim 12, wherein the instructions further cause the processor to:

provide to a support center tracking system the second set of symptoms; and

receive from the support center tracking system a case identifier.

14. The system of claim 12, wherein the instructions further cause the processor to:

provide to a support center tracking system the second set of symptoms;

receive from the support center tracking system a case identifier;

provide to a developer bug tracking system the case identifier; and

receive from the developer bug tracking system a bug identifier.

15. The system of claim 12, wherein the issue package further includes a case identifier and a bug identifier.

17. The system of claim 12, wherein the previously sent remediation package did not resolve the issue of the service system due to an inability to identify a root cause.

18. The system of claim 12, wherein the second set of selected system information associated with the serviced system reduces a number of possible root causes of the issue of the serviced system.

19. The system of claim 12, wherein the instructions further cause the processor to:

search a knowledge repository using the second set of one or more symptoms to identify a root cause; and

obtain a remediation package corresponding to the root cause.

20. A computer program product for providing automatic remediation to a serviced system, the computer program product being embodied in a non-transitory computer readable storage medium and comprising computer instructions for:

receiving feedback from an automated support agent of the serviced system, wherein the feedback indicates that a previously sent remediation package did not resolve an issue of the serviced system corresponding to a first set of one or more symptoms generated from a first set of selected system information of the serviced system;

receiving a second set of selected system information associated with the serviced system;

in response to the received feedback and the received second set of selected system information, generating a second set of one or more symptoms using the second set of selected system information, wherein the second set of one or more symptoms represents additional symptoms;

creating an issue package that includes the second set of one or more symptoms that allows a corresponding remediation package to be added; and

if permitted, causing the corresponding remediation package of the issue package to be performed on the serviced system.