System-level issue detection and handling

• US 9,274,879 B2
• Filed: 07/13/2015
• Issued: 03/01/2016
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Keshkamat, Sameer, GhoushalKumar, Prabir, Choudhury, Gautam, Hagalwadi, Suhail, Ghatage, Prakash, Chaubey, Kunal
• Primary Examiner(s): Iqbal, Nadeem
• Application Number:
  US14/797,332
• Publication Number:
  US 20150317199A1
• Time in Patent Office: 232 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 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0751 Error or fault detection not based on redundancy power supply failures G06F1/30; network fault management H04L41/06
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• 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: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• 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

Abstract

Issue detection and handling technology in which issue definitions that enable detection of issues at different devices of an enterprise level system that operate different applications are maintained. Solution definitions that relate to resolving issues detected based on the issue definitions are also maintained. Issue detection logic based on the issue definitions is provided to each of the different devices of the enterprise level system. Issue detection information collected based on the issue detection logic is received from at least one of the different devices of the enterprise level system. Based on the issue detection information, an issue at the at least one device is determined. A solution definition related to resolving the determined issue is accessed from the solution definitions. Based on the accessed solution definition, an operation directed to handling the determined issue is performed.

Claims

1. A server comprising:

at least one processor; and

at least one memory coupled to the at least one processor having stored thereon instructions which, when executed by the at least one processor, causes the at least one processor to perform operations comprising;

receiving, at a server and from a support device, an issue definition update for an issue definition that enables detection of an issue at a device of an enterprise level system;

identifying, by the server, an issue definition stored by the server to update based on the issue definition update;

updating, by the server, the identified issue definition stored by the server based on the issue definition update;

generating, by the server, issue detection logic based on the updated issue definition;

determining, by the server, that the device requires the generated issue detection logic to enable the device to detect the issue; and

providing, by the server and to the device, the generated issue detection logic.

2. The server of claim 1, wherein:

the issue definition includes a unique identifier for the device,

determining, by the server, that the device requires the generated issue detection logic comprises determining, by the server, that the device requires the generated issue detection logic based on the unique identifier.

3. The server of claim 1, wherein the issue detection logic provides instructions for an agent on the device to collect information on a status of a particular application on the device.

4. The server of claim 3, wherein the issue detection logic provides instructions for the agent on the device that control a frequency with which the device provides collected information.

5. The server of claim 1, wherein updating the identified issue definition stored by the server based on the issue definition update comprises updating a row associated with the issue in an issue definition table.

6. The server of claim 5, wherein the issue definition table comprises multiple rows, each row associated with a different issue definition.

7. The server of claim 1, wherein the issue definition comprises information indicating an application to monitor.

8. The server of claim 1, wherein the issue definition comprises information indicating a status to report for the issue.

9. The server of claim 1, wherein the issue definition comprises information indicating a unique identifier for the issue.

10. The server of claim 1, wherein the operations further comprise:

receiving issue detection information collected based on the issue detection logic,

determining an issue at the device based on the issue detection information;

accessing a solution definition related to resolving the determined issue; and

performing an operation directed to handling the determined issue based on the accessed solution definition.

11. The server of claim 10, wherein receiving the issue detection information comprises:

receiving at regular intervals, from the device, issue detection information collected based on the issue detection logic.

12. The server of claim 11, wherein the issue detection information comprises information indicating status of the device.

13. The server of claim 10, wherein accessing a solution definition related to resolving the determined issue comprises:

accessing the solution definition related to resolving the determined issue based on a unique identifier for the issue.

14. The server of claim 13, wherein the solution definition includes information indicating the unique identifier for the issue.

15. The server of claim 12, comprising:

providing, by the server, an issue notification to the support device with information on how the determined issue was handled.

16. The server for claim 15, wherein the issue notification indicates that the device had the determined issue.

17. The server of claim 1, wherein the issue definition comprises information indicating that availability of a database by the device be monitored.

18. The server of claim 1, wherein the issue definition comprises information indicating available bandwidth for the device be monitored.

19. A computer-implemented method comprising:

receiving, at a server and from a support device, an issue definition update for an issue definition that enables detection of an issue at a device of an enterprise level system;

identifying, by the server, an issue definition stored by the server to update based on the issue definition update;

updating, by the server, the identified issue definition stored by the server based on the issue definition update;

generating, by the server, issue detection logic based on the updated issue definition;

determining, by the server, that the device requires the generated issue detection logic to enable the device to detect the issue; and

providing, by the server and to the device, the generated issue detection logic.

20. A non-transitory computer-readable medium storing software comprising instructions executable by one or more computers which, upon such execution, cause the one or more computers to perform operations comprising:

receiving, at a server and from a support device, an issue definition update for an issue definition that enables detection of an issue at a device of an enterprise level system;

identifying, by the server, an issue definition stored by the server to update based on the issue definition update;

updating, by the server, the identified issue definition stored by the server based on the issue definition update;

generating, by the server, issue detection logic based on the updated issue definition;

determining, by the server, that the device requires the generated issue detection logic to enable the device to detect the issue; and

providing, by the server and to the device, the generated issue detection logic.