Cloned Environment Link for Problem Ticket Analysis
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Solution Overview
Problem
In product support and maintenance for large-scale systems, support teams face challenges in accessing and isolating customer environments to reproduce and analyze problems effectively, often due to environment modifications, deletions, or security reasons, leading to inefficiencies and customer frustration.
Innovation Solution
An apparatus and method for generating a problem ticket with a link to a cloned environmental state, including a file system memory state and live processes, allowing support teams to analyze and address issues without requiring direct access to the customer's environment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If support teams request access to customer environments for problem analysis, then analysis accuracy is improved, but response time and customer satisfaction deteriorate due to repeated requests and environment unavailability
Solution Approach 1:
The system performs preliminary action by automatically cloning the customer environment state at the moment of problem detection, before the support team needs to access it. This ensures the environment is ready for analysis without requiring repeated requests to the customer, eliminating the time loss associated with waiting for environment availability.
Solution Approach 2:
The system creates a copy (clone) of the customer environment state, including file system memory state and live processes. This copy can be accessed and analyzed by support teams without requiring direct access to the customer's original environment, thereby improving response time while maintaining analysis accuracy.
2Measurement precision
If support teams wait for customer environment availability for analysis, then analysis completeness is improved, but productivity deteriorates due to time wasted seeking valid environments
Solution Approach 1:
The system performs preliminary cloning of the environment state automatically when a problem is detected, so that when support teams need to analyze the issue, the complete environment state is already prepared and available. This eliminates the need for support teams to waste time seeking valid environments while ensuring analysis completeness.
Solution Approach 2:
The system performs self-service by automatically detecting problems and initiating environment cloning without requiring manual intervention from support teams or customers. This automated process improves productivity by eliminating manual coordination while maintaining analysis completeness through comprehensive environment capture.
3Reliability
If customers provide access to their environments for support analysis, then problem reproduction capability is improved, but customer frustration increases due to repeated access requests
Solution Approach 1:
The system creates a copy of the customer environment state for analysis purposes. This allows support teams to reproduce and analyze problems in the cloned environment without requiring customers to repeatedly provide access to their original environment, thereby improving problem reproduction capability while enhancing customer satisfaction.
Solution Approach 2:
The cloned environment acts as an intermediary between the customer's original environment and the support team's analysis process. This intermediary allows complete problem reproduction capability while eliminating the need for repeated customer involvement, thereby improving both reliability and ease of operation.
Data Source
AI summary
An apparatus, computer program, and method are provided for generating a problem ticket with a link to a cloned environmental state. At least one problematic scenario is detected in connection with a system associated with a customer of a communication service provider (CSP). In response to the detection of the at least one problematic scenario in connection with the system associated with the customer of the CSP, an environmental state of the system is automatically cloned, including a file system memory state and one or more live processes of the system, so as to create a cloned environmental state. As an option, a problem ticket for the at least one problematic scenario is provided with a link to the cloned environmental state of the system for analysis.