EXTRACTION OF SYSTEM ADMINISTRATOR ACTIONS TO A WORKFLOW PROVIDING A RESOLUTION TO A SYSTEM ISSUE

• US 20160224910A1
• Filed: 01/30/2015
• Published: 08/04/2016
• Est. Priority Date: 01/30/2015
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Deng, Yu, Mahindru, Ruchi, Renganarayana, Lakshminarayanan, Sarkar, Soumitra, Wang, Long
• Granted Patent: US 10,346,780 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for creating a workflow using system administrator actions to resolve a system issue is provided. The method may include assigning a ticket to a category. The method may include capturing a first snapshot of a first system state of a machine before a system administrator begins a corrective action. The method may include capturing a second snapshot of a second system state of the machine after system administrator corrective action. The method may include creating a difference set based on a comparison of the first snapshot and the second snapshot. The method may include generating summaries of administrator action. The method may include dividing the summaries into groups of summaries. The method may include constructing a candidate workflow for each group. The method may include presenting the candidate workflow to a subject matter expert. The method may include storing the reviewed candidate workflow in a repository.

Claims

1. A method for creating a workflow using a plurality of system administrator actions to resolve at least one system issue, the method comprising:

assigning a ticket to at least one category based on the at least one system issue, wherein the at least one system issue is associated with the ticket;

capturing a first snapshot of a first system state associated with a machine before a system administrator begins a corrective action on the machine;

capturing a second snapshot of a second system state associated with the machine after the system administrator completes the corrective action on the machine;

creating a difference set based on a comparison of the first snapshot of the first system state and the second snapshot of the second system state;

generating a plurality of summaries of at least one administrator action, wherein each summary is based on the difference set and at least one command within at least one command history file and at least one state change caused by the at least one command, associated with each ticket in the at least one category;

dividing the plurality of summaries into a plurality of groups of summaries;

constructing a candidate workflow for each group within the plurality of groups;

presenting the candidate workflow to a subject matter expert for review; and

storing the reviewed candidate workflow in a repository.

2. The method of claim 1 further comprising:

assigning a trustworthiness score to the difference set.

3. The method of claim 2, wherein the trustworthiness score is based on a plurality of factors, the plurality of factors comprising at least one of a total number of tickets the system administrator previously resolved, a system administrator experience, a system administrator training, and a total number of tickets the system administrator previously resolved that were subsequently reopened due to reoccurrence of the at least one system issue.

4. The method of claim 2, wherein constructing the candidate workflow for each group within the plurality of groups wherein each summary within each group associated with a high trustworthiness score is given greater weight than each summary associated with a low trustworthiness score.

5. The method of claim 1, wherein dividing the plurality of summaries into the plurality of groups of summaries is based on a plurality of similar corrective actions implemented by the system administrator to resolve the ticket associated with each summary.

6. The method of claim 1, wherein constructing the candidate workflow utilizes text summarization techniques that account for an order of steps within each summary.

7. The method of claim 1, wherein when constructing the candidate workflow, more weight is given to the at least one administrator action implemented in a majority of summaries within the plurality of groups of summaries.

8. A computer system for creating a workflow using a plurality of system administrator actions to resolve at least one system issue, the computer system comprising:

one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage medium, and program instructions stored on at least one of the one or more tangible storage medium for execution by at least one of the one or more processors via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising;

assigning a ticket to at least one category based on the at least one system issue, wherein the at least one system issue is associated with the ticket;

capturing a first snapshot of a first system state associated with a machine before a system administrator begins a corrective action on the machine;

capturing a second snapshot of a second system state associated with the machine after the system administrator completes the corrective action on the machine;

creating a difference set based on a comparison of the first snapshot of the first system state and the second snapshot of the second system state;

generating a plurality of summaries of at least one administrator action, wherein each summary is based on the difference set and at least one command within at least one command history file and at least one state change caused by the at least one command, associated with each ticket in the at least one category;

dividing the plurality of summaries into a plurality of groups of summaries;

constructing a candidate workflow for each group within the plurality of groups;

presenting the candidate workflow to a subject matter expert for review; and

storing the reviewed candidate workflow in a repository.

9. The computer system of claim 8 further comprising:

assigning a trustworthiness score to the difference set.

10. The computer system of claim 9, wherein the trustworthiness score is based on a plurality of factors, the plurality of factors comprising at least one of a total number of tickets the system administrator previously resolved, a system administrator experience, a system administrator training, and a total number of tickets the system administrator previously resolved that were subsequently reopened due to reoccurrence of the at least one system issue.

11. The computer system of claim 9, wherein constructing the candidate workflow for each group within the plurality of groups wherein each summary within each group associated with a high trustworthiness score is given greater weight than each summary associated with a low trustworthiness score.

12. The computer system of claim 8, wherein dividing the plurality of summaries into the plurality of groups of summaries is based on a plurality of similar corrective actions implemented by the system administrator to resolve the ticket associated with each summary.

13. The computer system of claim 8, wherein constructing the candidate workflow utilizes text summarization techniques that account for an order of steps within each summary.

14. The computer system of claim 8, wherein when constructing the candidate workflow, more weight is given to the at least one administrator action implemented in a majority of summaries within the plurality of groups of summaries.

15. A computer program product for creating a workflow using a plurality of system administrator actions to resolve at least one system issue, the computer program product comprising:

one or more computer-readable tangible storage medium and program instructions stored on at least one of the one or more tangible storage medium, the program instructions executable by a processor, the program instructions comprising;

program instructions to assign a ticket to at least one category based on the at least one system issue, wherein the at least one system issue is associated with the ticket;

program instructions to capture a first snapshot of a first system state associated with a machine before a system administrator begins a corrective action on the machine;

program instructions to capture a second snapshot of a second system state associated with the machine after the system administrator completes the corrective action on the machine;

program instructions to create a difference set based on a comparison of the first snapshot of the first system state and the second snapshot of the second system state;

program instructions to generate a plurality of summaries of at least one administrator action, wherein each summary is based on the difference set and at least one command within at least one command history file and at least one state change caused by the at least one command, associated with each ticket in the at least one category;

program instructions to divide the plurality of summaries into a plurality of groups of summaries;

program instructions to construct a candidate workflow for each group within the plurality of groups;

program instructions to present the candidate workflow to a subject matter expert for review; and

program instructions to store the reviewed candidate workflow in a repository.

16. The computer program product of claim 15 further comprising:

program instructions to assign a trustworthiness score to the difference set.

17. The computer program product of claim 16, wherein the trustworthiness score is based on a plurality of factors, the plurality of factors comprising at least one of a total number of tickets the system administrator previously resolved, a system administrator experience, a system administrator training, and a total number of tickets the system administrator previously resolved that were subsequently reopened due to reoccurrence of the at least one system issue.

18. The computer program product of claim 16, wherein constructing the candidate workflow for each group within the plurality of groups wherein each summary within each group associated with a high trustworthiness score is given greater weight than each summary associated with a low trustworthiness score.

19. The computer program product of claim 15, wherein dividing the plurality of summaries into the plurality of groups of summaries is based on a plurality of similar corrective actions implemented by the system administrator to resolve the ticket associated with each summary.

20. The computer program product of claim 15, wherein constructing the candidate workflow utilizes text summarization techniques that account for an order of steps within each summary.