Alert Management Module for IT Support Automation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Large organizations face challenges in managing the high volume of alerts generated by event monitoring systems, leading to significant time spent by IT support teams in reviewing and creating issue tickets, with existing systems often sending unnecessary notifications and lacking efficient automation.
Innovation Solution
An alert management module that processes alerts based on a predefined alert ruleset, automatically determining whether to notify IT support teams, creating issue tickets, and discarding duplicates, while configuring priorities and secondary conditions to filter relevant alerts and reduce manual effort.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If event monitoring systems generate alerts for all computing resource issues, then system reliability is improved, but the volume of alerts increases significantly
Solution Approach 1:
The patent extracts and removes duplicate or low-priority alerts from the alert stream before they reach IT support teams. The system identifies redundant alerts that arise from the same underlying issue and filters them out, keeping only unique or high-priority notifications. This reduces the overall quantity of alerts while preserving the reliability function of monitoring system health.
2Measurement precision
If IT support teams review all generated alerts manually, then measurement precision of issues is improved, but loss of time increases significantly
Solution Approach 1:
The system implements self-service automation where the alert management module automatically processes alerts by comparing them against a ruleset, identifying duplicates, and determining which alerts require human review. This automated preprocessing reduces the time IT support teams spend on manual review while maintaining precision through structured evaluation criteria.
Solution Approach 2:
The patent applies preliminary action by pre-processing alerts before they reach human reviewers. The system performs initial analysis, duplicate detection, and priority classification automatically, so that when IT support team members do review alerts, they are reviewing pre-filtered, high-value information. This preliminary automation maintains measurement precision while dramatically reducing time loss.
3Ease of operation
If manual creation of issue tickets is required for each alert, then ease of operation is improved, but productivity decreases significantly
Solution Approach 1:
The alert management module performs self-service by automatically creating issue tickets based on the ruleset evaluation. When an alert is determined to require human attention, the system autonomously generates the corresponding issue ticket in the issue tracking system, eliminating the need for manual ticket creation and significantly improving productivity while maintaining operational control through configurable rules.
Solution Approach 2:
The patent introduces an intermediary alert management module that sits between the event monitoring system and the issue tracking system. This intermediary automatically translates alerts into issue tickets according to predefined rules, acting as a mediator that improves productivity by handling the translation process automatically while preserving the connection between monitoring and tracking systems.
4Reliability
If all alerts are processed and notified to IT support teams, then reliability of issue tracking is improved, but use of energy and computing resources increases
Solution Approach 1:
The system extracts and removes unnecessary duplicate alerts from the processing pipeline before they consume computing resources. By identifying and filtering out redundant notifications that would otherwise be processed, stored, and potentially acted upon, the system maintains reliable issue tracking for unique problems while significantly reducing energy and computing resource consumption.
Data Source
AI summary
Alerts may be received from an event monitoring system that monitors computing resources of a computer system. Based on an alert ruleset, an alert management module may determine whether to provide notification of the alert. If the alert management module decides to provide notification of the alert, then the alert management module may initiate the creation of an issue ticket corresponding to the alert in an issue tracking system. If the alert management module decides not to provide notification of the alert, then the alert management module may discard the alert.