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Service ticket upgrade based on interactive mode

A mode and ticket technology, applied in data processing applications, instruments, computing, etc., can solve problems such as service interruption, achieve rapid notification, improve user experience, and reduce delays

Pending Publication Date: 2022-04-29
MICROSOFT TECH LICENSING LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Such an event could cause a service outage, triggering an alert or support request from a user or tenant of the computing service

Method used

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  • Service ticket upgrade based on interactive mode
  • Service ticket upgrade based on interactive mode
  • Service ticket upgrade based on interactive mode

Examples

Experimental program
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Embodiment Construction

[0018] Specific embodiments of systems, devices, components, modules, routines, data structures, and processes for managing service ticket escalations in a computing system are described below. In the following description, specific details of components are included to provide a thorough understanding of particular embodiments of the disclosed technology. Those skilled in the relevant art will also understand that the technology is capable of additional embodiments. Can also be used without the following reference Figure 1-6 The techniques are practiced with several details of the described embodiments.

[0019]As used herein, the term "computing cluster" generally refers to a computing system having multiple network devices that interconnect multiple servers or nodes with each other or with an external network (eg, the Internet). One example of a computing cluster is one or more racks, each rack holding multiple servers in a cloud computing data center (or portion thereof...

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PUM

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Abstract

Techniques for managing support computing services in a computing system are disclosed. An exemplary technique includes analyzing data representing a service ticket having data representing a plurality of messages exchanged between a user in the computing system and a supporting entity of a supporting layer. Based on the analysis, interaction modes in the plurality of messages can be identified. The interaction pattern includes a sequence of words or phrases arranged in a chronological order. The method can also include determining whether the identified interaction mode matches one or more interaction modes corresponding to a previously upgraded service ticket, and responsive to determining that the interaction mode matches one of the one or more interaction modes corresponding to the previously upgraded service ticket, updating the service ticket in response to determining that the interaction mode matches one of the one or more interaction modes corresponding to the previously upgraded service ticket. Transfer of a notification of an immediate upgrade of the service ticket to another support entity in another support layer is triggered.

Description

Background technique [0001] Large scale computing systems such as data centers can have millions or even tens of millions of individual devices. For example, in a data center, numerous routers, switches, bridges, load balancers, or other networking devices can interconnect servers, network storage devices, and other computing devices. An individual server can host one or more virtual machines, virtual switches, or other types of virtualization functions configured to provide computing, communication, storage, or other suitable types of computing services to users. [0002] During operation, many hardware and software components may experience various types of "events," such as hardware / software failures, resource overutilization, misconfiguration, loss of communication, and the like. Such an event could cause a service outage, triggering an alert or support request from a user or tenant of the computing service. Support management systems are typically used to receive and pr...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q10/00H04L41/5074
CPCG06Q10/063112G06Q10/20H04L41/5074H04L41/044H04L41/0622H04L41/0631
Inventor U·库马尔N·R·巴特R·纳米恩尼M·库马尔M·D·赫尔姆C·R·福尔尼亚C·曼蒂阿姆R·穆提亚
Owner MICROSOFT TECH LICENSING LLC