Centralized Log Collection for Faster Production Issue Resolution
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Solution Overview
Problem
Traditional methods for retrieving system logs from software systems are time- and resource-inefficient, leading to prolonged issue resolution times and increased disruption in production use, especially in cloud-hosted environments.
Innovation Solution
A centralized system log management system that automates the collection and upload of log files from multiple sources to a repository, providing a URL for access, thereby streamlining the log retrieval process and enabling efficient root cause analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional manual methods are used to retrieve system logs, then the process is simple to implement, but it is time-consuming and resource-inefficient
Solution Approach 1:
The system enables automated self-service log collection where the management tool automatically triggers the service, collects logs from source systems, uploads them to the repository, and provides URLs without requiring manual intervention from support staff or system administrators
Solution Approach 2:
The service is pre-configured with service definitions that specify how to collect and upload logs. When a ticket is received, the system automatically executes the pre-defined service configuration, eliminating the need for ad-hoc manual log collection procedures
2Productivity
If automated log collection is implemented, then issue resolution efficiency is improved, but system complexity increases
Solution Approach 1:
The management tool serves multiple functions: receiving tickets, triggering services, collecting logs from various source systems, uploading to the repository, and providing URLs. This multi-functionality consolidates what would otherwise require multiple separate systems into a single integrated tool
Solution Approach 2:
The service acts as an intermediary component between the management tool and the source systems. It receives triggers from the management tool, executes the log collection logic, and handles the upload process, thereby simplifying the overall system architecture by centralizing the complex logic in a single service layer
3Reliability
If manual log collection is used, then resource consumption is low, but production disruption increases due to prolonged resolution times
Solution Approach 1:
The automated service operates continuously and can be triggered immediately when an issue is reported. The log collection and upload processes execute continuously without interruption to production systems, ensuring that logs are always available for analysis regardless of production status
Data Source
AI summary
Methods, systems, and computer-readable storage media for receiving, by a management tool of a software vendor, a payload including system data that is representative of a software system experiencing an issue, generating, by the management tool, a service using the system data provided in the payload, executing the service to trigger an automated procedure that collects one or more log files from one or more source systems, uploads the one or more log files to a repository, and provides a uniform resource locator (URL) that provides a link to the one or more log files within the repository, and transmitting a response to a ticketing system, the response including the URL.