Integrated incident management for hybrid landscapes

• US 9,722,890 B2
• Filed: 12/16/2011
• Issued: 08/01/2017
• Est. Priority Date: 12/16/2011
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP SE
• Inventors: Vormbrock, Stefan, Jahr, Andreas, Decker, Michael
• Primary Examiner(s): Vu, Viet
• Application Number:
  US13/328,498
• Publication Number:
  US 20130159427A1
• Time in Patent Office: 2,055 Days
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

Systems and methods to provide integrated incident management for hybrid landscapes are provided. In example embodiments, an incident ticket is received, at a communication hub, from a first component of a first landscape indicating an incident. A second component in a second landscape is determined to which to route incident information including the incident ticket. The determination of the second component is based on an attribute extracted from the incident ticket. The incident information is transmitted to the second component by the communication hub. A solution for the incident ticket is received from the second component based on the second component having the solution or is received from a component of a service backbone based on the component of the service backbone having the solution by the communication hub, and the solution is forwarded to at least one of the first component or the second component.

Claims

1. A method for integrated incident management of hybrid landscapes, the method comprising:

receiving, at a service backbone by a communication hub, an incident ticket indicating an incident from a first component of a first landscape of the hybrid landscapes, the service backbone comprising the communication hub, an on-demand support system, and an on-premise support system;

extracting, by the communication hub, at least one attribute from the incident ticket, the at least one attribute comprising a system identifier;

determining, using a processor of the communication hub, a second component in a second landscape of the hybrid landscapes to which incident information is to be routed, the determining comprising matching at least the system identifier extracted from the incident ticket to component information in a database to identify the second component in the second landscape that is associated with the first component of the first landscape and the incident in order to determine proper routing of the incident information to the second component, the database including routing schemes and rules for routing the incident information, the first landscape being one of a customer on-premise landscape or a service provider landscape of the hybrid landscapes and the second landscape being a remaining one of the hybrid landscapes, the customer on-premise landscape comprising components located, managed, and operated at a location of a customer, the service provider landscape comprising software-as-a-service (SaaS) components hosted by a service provider that provides services to the customer;

transmitting, by the communication hub, the incident information to the second component determined from the matching of at least the system identifier extracted from the incident ticket to the component information in the database;

determining whether a solution for the incident ticket is available from, the second component or from the service backbone;

in response to the second component having the solution for the incident ticket, receiving, by the communication hub, the solution for the incident ticket from the second component;

in response to the service backbone having the solution for the incident ticket, receiving, by the communication hub, the solution from either the on-demand support system or the on-premise support system within the service backbone, the receiving of the solution from the either the on-demand support system or the on-premise support system being based on a location of a cause of the incident; and

forwarding, by the communication hub, the solution to at least one of the first component or the second component.

2. The method of claim 1, further comprising maintaining a record of communications related to the incident ticket.

3. The method of claim 2, further comprising using the record of communications to determine routing of a communication subsequent to the transmission of the incident information.

4. The method of claim 1, wherein the system identifier comprises an identifier within a system data application which identifies a system associated with the first component experiencing the incident.

5. The method of claim 1, further comprising:

receiving management information from a customer IT manager regarding an on-premise system the customer IT manager manages at the customer on-premise landscape; and

storing the management information in the database associated with the communication hub.

6. The method of claim 5, wherein the determining the second component comprises:

matching the attribute extracted from the incident ticket to the customer IT manager associated with the customer on-premise landscape affected by the incident.

7. The method of claim 1, further comprising receiving a confirmation for the solution from one component and forwarding the confirmation to remaining components involved with the incident.

8. The method of claim 1, wherein the first component is a customer IT manager of the customer on-premise landscape and the second component is an on-demand system of the service provider landscape, the incident occurring at the on-demand system, and wherein:

the receiving of the solution comprises receiving the solution from the on-demand support system of the service backbone by the communication hub.

9. The method of claim 8, further comprising receiving a confirmation of the solution from one of the on-demand system or the customer IT manager.

10. The method of claim 1, wherein the solution is received from the on-demand support system based on the location of the cause being at the service provider landscape and the solution is received from the on-premise support system based on the location of the cause being at the customer on-premise landscape.

11. The method of claim 1, wherein the first component is an on-demand system of the service provider landscape and the second component is a customer IT manager of the customer on-premise landscape, the incident occurring at an on-premise system of the customer on-premise landscape, and wherein:

the receiving of the solution comprises receiving the solution from the on-premise support system of the service backbone by the communication hub.

12. The method of claim 1, further co rising sending incident status updates to components involved with the incident.

13. The method of claim 1, further comprising formatting a communication including the incident information from a first format of the first component to a second format of the second component.

19. The method of claim 6, wherein the determining the second component comprises determining that the customer IT manager did not originate the incident ticket, and the second component to which incident information is to be routed comprises the customer IT manager based on the customer IT manager not originating the incident ticket.

14. A system for integrated incident management of hybrid landscapes, the system comprising:

one or more processors of a communication hub configured to perform operations comprising;

receiving, at a service backbone by the communication hub, an incident ticket indicating an incident from a first component of a first landscape of the hybrid landscapes, the service backbone comprising the communication hub, an on-demand support system, and an on-premise support system;

extracting at least one attribute from the incident ticket, the at least one attribute comprising a system identifier;

determining a second component in a second landscape of the hybrid landscapes to which incident information is to be routed, the second component determined by matching at least the system identifier extracted from the incident ticket to component information in a database to identify the second component in the second landscape that is associated with the first component of the first landscape and the incident in order to determine proper routing of the incident information to the second component, the database including routing schemes and rules for routing the incident information, the first landscape being one of a customer on-premise landscape or a service provider landscape of the hybrid landscapes and the second landscape being a remaining one of the hybrid landscapes, the customer on-premise landscape comprising components located, managed, and operated at a location of a customer, the service provider landscape comprising software-as-a-service (SaaS) components hosted by a service provider that provides services to the customer;

transmitting the incident information to the second component determined from the matching of at least the system identifier extracted from the incident ticket to the component information in the database;

determining whether a solution for the incident ticket is available from the second component or from the service backbone;

in response to the second component having the solution for the incident ticket, receiving the solution for the incident ticket from the second component;

in response to the service backbone having the solution for the incident ticket, receiving the solution from either the on-demand support system or the on-premise support system within the service backbone, the receiving of the solution from the either the on-demand support system or the on-premise support system being based on a location of a cause of the incident; and

forwarding the solution to at least one of the first component or the second component.

15. The system of claim 14, wherein the system identifier comprises an identifier within a system data application which identifies a system associated with the first component experiencing the incident.

16. The system of claim 14, wherein the database stores management information from a customer IT manager regarding an on-premise system the customer IT manager manages at the customer on-premise landscape.

17. The system of claim 14, wherein the operations further comprise formatting a communication including the incident information from a first format of the first component to a second format of the second component.

18. A non-transitory machine-readable medium storing instructions, which when executed by at least one processor of a machine, cause the machine to perform operations for integrated incident management of hybrid landscapes, the operations comprising:

receiving, at a service backbone by a communication hub, an incident ticket indicating an incident from a first component of a first landscape of the hybrid landscapes, the service backbone comprising the communication hub, an on-demand support system, and an on-premise support system;

extracting, by the communication hub, at least one attribute from the incident ticket, the at least one attribute comprising a system identifier;

determining a second component in a second landscape of the hybrid landscapes to which incident information is to be routed, the determining comprising matching at least the system identifier extracted from the incident ticket to component information in a database to identify the second component in the second landscape that is associated with the first component of the first landscape and the incident to determine proper routing of the incident information to the second component, the database including routing schemes and rules for routing the incident information, the first landscape being one of a customer on-premise landscape or a service provider landscape of the hybrid landscapes and the second landscape being a remaining one of the hybrid landscapes, the customer on-premise landscape comprising components located, managed, and operated at a location of a customer, the service provider landscape comprising software-as-a-service (SaaS) components hosted by a service provider that provides services to the customer;

transmitting the incident information to the second component determined from the matching of at least the system identifier extracted from the incident ticket to component information in the database;

determining whether a solution for the incident ticket is available from he second component or from the service backbone;

in response to the second component having the solution for the incident ticket, receiving the solution for the incident ticket from the second component;

in response to the service backbone having the solution for the incident ticket, receiving, by the communication hub, the solution from either the on-demand support system or the on-premise support system within the service backbone, the receiving of the solution from the either the on-demand support system or the on-premise support system being based on a location of a cause of the incident; and

forwarding the solution to at least one of the first component or the second component.

20. The non-transitory machine-readable medium of claim 18, wherein the operations further comprise:

receiving management information from a customer IT manager regarding an on-premise system the customer IT manager manages at the customer on-premise landscape; and

storing the management information in the database associated with the communication hub, wherein the determining the second component comprises;

matching the attribute extracted from the incident ticket to the customer IT manager associated with the customer on-premise landscape affected by the incident, and

determining that the customer IT manager did not oriainate the incident ticket, wherein the second component to which incident information is to be routed comprises the customer IT manager based on the customer IT manager not originating the incident ticket.