Automatic fault management system utilizing electronic service requests

• US 6,654,915 B1
• Filed: 09/11/2000
• Issued: 11/25/2003
• Est. Priority Date: 09/11/2000
• Status: Active Grant

• Current Assignee: Unisys Corporation
• Original Assignee: Unisys Corporation
• Inventors: England, Trent Lee, Lee, Bong Jae, Lu, Scott, Cheng, Phen, Jaing, Kathy Yishin
• Primary Examiner(s): Iqbal, Nadeem
• Assistant Examiner(s): Bonura, Timothy M.
• Application Number:
  US09/658,959
• Time in Patent Office: 1,170 Days
• Field of Search: 714/43, 714/47, 714/57
• US Class Current: 714/57
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 11/328 Computer systems status display G06F11/327 takes precedence

Abstract

An automatic fault management system can monitor multiple platforms in a digital network to sense software and hardware malfunctions. An Event Log stores the details of each malfunction and enables an electronic service requester generator to develop formatted packets of information for transmittal to a remote service center. Administrative and monitor screens are made available to control and view each packet sent out and its status of receipt and return acknowledgment data.

Claims

1. In an automatic fault management system covering multiple platforms, a system for sensing system or application errors and reporting them to a Central Service Unit, comprising:

(a) means to sense an error in each one of said multiple platforms, which includes;

(a1) analysis management means in each said platform for sensing software and hardware operations;

(b) means to store an Event Log indicating the source and type of error sensed;

(c) means to compare said sensed error against parameters stored in a fault-detection criteria database said means including;

(c1) fault criteria parameter storage means for establishing out-of-limit values for said error sensing means;

(d) means to generate a formatted data packet with information as to the nature of said sensed error, said means including;

(d1) electronic service request (ESR) generator means for generating a formatted information packet to indicate faults-errors after comparison of parameters in said fault detection criteria database;

(e) means to transmit said formatted data packet to a remote service site, said means including;

(e1) Central Service means for receiving said packet and scheduling the delivery to said remote service site.

4. The system of claim 1 wherein said Central Service means (e1) includes:

(e1a) an ESR Status Database means to receive, store and maintain the status of Electronic Service Request Packets (ESR) received and sent out;

(e1b) Electronic Service Request Configuration Database means for providing a selected delivery schedule of ESR packets and a selected number of retry transmission operations for incomplete ESR packet transmissions;

(e1c) an ESR Monitor User Interface to enable a user to view a display of ESR packets received by said Central Service means;

(e1d) scheduling and sending means for providing a choice of selected time-period for sending said ESR packets.

2. A method for sensing and reporting on software and hardware malfunctioning items in a network having multiple platforms comprising the steps of:

(a) establishing an analysis module in each platform to monitor hardware and software operations;

(b) providing a group of parameters to establish fault criteria for hardware and software operations;

(c) establishing the presence of software and/or hardware malfunctioning items by comparing the output of said analysis module with said fault criteria parameters, including the step of;

(c1) listing said hardware and software malfunctioning items in an NT Event Log;

(d) generating a formatted packet to carry fault information to a master partition/computer, including the steps of;

(d1) formatting, from said NT Event Log, an electronic service request packet for each platform, which provides specific information as to the hardware and software faults detected;

(d2) utilizing an administrative user interface to monitor and view each of said formatter packets generated;

(e) transmitting said fault information, via said master partition/computer, to a remote service site, including the steps of;

(e1) storing each of said formatted packets in a status database;

(e2) scheduling a time period for transmittal of each one of said formatted packets to a remote service site;

(e3) providing a configuration database for holding network configuration information, connections for retry operations, and delivery schedules;

(e4) monitoring said configuration database via a user-interface monitor unit;

(e5) sending a test packet to said remote service site;

(e6) transmitting an acknowledgment signal from said remote service site to said administrative user interface;

(f) receiving said transmitted packet by a remote service site for analysis and a return response to said master partition/computer.

3. An automatic fault management system for sensing and reporting on multiple platforms in a network to detect hardware and software malfunctions, said system comprising:

(a) fault-sensing means to detect software and hardware malfunctions in each platform, said means including;

(a1) a hardware/software analytical module in each of said platforms;

(a2) a fault criteria storage means to compare parameters to determine which items are in a state of malfunction;

(a3) Event log means for storing lists of malfunction items for each platform;

(b) means to generate formatted packets of information identifying each said malfunction item in each said platform, said means including;

(b1) electronic service generator means for placing each said malfunction information item in an NT Event Log;

(b2) administrative means for initiating and monitoring the transmittal of said formatted packets from said NT Event Log;

(c) means to transmit each of said formatted packets of said malfunction information items to a remote service site, said means including;

(c1) master partition/computer means including;

(c1a) an electronic service request status database to maintain status information on each formatted packet;

(c1b) an electronic service request database for holding system configuration information and packet delivery schedules;

(c1c) an electronic service request monitor user-interface for viewing information in said configuration database;

(d) means to return acknowledgment information from said remote service site to said electronic service request status database and to said means to generate formatted packets.