Communication Hub for Automated Incident Routing in Hybrid Landscapes
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Solution Overview
Problem
In incident management for hybrid landscapes, existing systems face challenges in ensuring all necessary parties receive notifications and are involved in solving incidents, leading to inefficiencies and increased resource usage due to manual determination and potential oversight in notification processes, especially in managing multiple incidents simultaneously.
Innovation Solution
A communication hub, referred to as a postbox, manages and routes incident tickets and related information across disparate landscapes, automatically determining the appropriate recipients and tracking communications to ensure all necessary components are notified and involved in incident analysis and resolution, thereby reducing manual intervention and resource usage.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If the first party manually determines and notifies all necessary parties involved in solving the incident, then the notification process can be controlled and targeted, but it is time consuming and difficult to manage when multiple incidents occur
Solution Approach 1:
The patent introduces a communication hub as an intermediary system that automatically receives incident tickets, determines the appropriate second component to route the incident to, and manages notifications. This intermediary automates the previously manual process of identifying and notifying the right parties, resolving the contradiction by reducing time loss while implementing systematic automation.
Solution Approach 2:
The system enables self-service automation where the communication hub automatically routes incident tickets to the appropriate components based on extracted attributes without requiring manual intervention. The system serves itself by automatically managing the notification process, reducing time consumption while maintaining controlled targeting through automated decision-making.
2Productivity
If the first party determines who or what systems may need to be involved to solve the problem, then the notification can be targeted to relevant parties, but the direct notification and exchange of information is time consuming
Solution Approach 1:
The communication hub acts as a mediator that handles the time-consuming direct notification and information exchange between the first party and relevant systems. By introducing this intermediary, the system maintains targeted notifications to relevant parties while significantly reducing the time required for notification and information exchange, thereby improving overall incident resolution efficiency.
Solution Approach 2:
The patent replaces the manual mechanical process of direct notification and information exchange with an automated electronic system. The communication hub uses automated attribute extraction and routing logic to substitute the manual determination and notification process, reducing time consumption while maintaining productivity through efficient, targeted incident routing.
3Ease of operation
If manual determination of notification recipients is used, then control over who receives notifications is maintained, but computing resource usage increases due to manual processes
Solution Approach 1:
The communication hub implements self-service automation by automatically extracting attributes from incident tickets and determining the appropriate second component for routing. This eliminates the need for manual determination processes, reducing computing resource usage associated with manual operations while maintaining ease of operation through automated, streamlined incident management.
Solution Approach 2:
By introducing the communication hub as an intermediary, the system automates the determination and notification process, reducing the computing resources required for manual processes. The intermediary handles attribute extraction, component identification, and notification routing automatically, making incident management easier while optimizing resource usage.
Data Source
AI summary
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.