Multi-layer Context Parsing for Software Incident Diagnosis
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Solution Overview
Problem
Current software support solutions require manual effort from both customers and support providers to diagnose and resolve technical issues, which is time-consuming and resource-intensive, especially for infrequent errors that require extensive searching and deciphering of complex documentation.
Innovation Solution
A system that includes a context analyzer to receive incident reports from software applications with multiple architectural layers, parsing context information from various providers to generate an incident model that provides a unified, human-readable representation of the issue, facilitating quicker issue identification and solution finding.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual error analysis and diagnosis is performed by support providers, then solution accuracy is improved, but support time and resource consumption increase
Solution Approach 1:
The system performs preliminary automated analysis of error reports, context information, and logs before support provider intervention. This pre-processing extracts key facts, identifies potential causes, and prepares diagnostic data, enabling support providers to focus on complex judgment tasks rather than basic information gathering, thus reducing overall support time while maintaining diagnosis accuracy
Solution Approach 2:
An automated analysis system acts as an intermediary between error occurrence and support provider diagnosis. This intermediary collects context information from multiple sources, performs initial fault analysis, and presents structured findings to support providers, reducing the time burden on human analysts while preserving diagnostic quality through human expertise
2Loss of information
If comprehensive context information is collected from multiple architectural layers, then incident model completeness is improved, but system complexity increases
Solution Approach 1:
The context collection system is segmented into layer-specific context providers (UI layer, application layer, infrastructure layer) with dedicated parsers for each layer. This segmentation allows independent configuration and management of context sources at different architectural levels, reducing overall system complexity while ensuring comprehensive information collection across all layers
Solution Approach 2:
The incident model generator employs a universal parsing framework that handles multiple context formats and sources through a common interface. This multi-functional parser can process context information from various architectural layers using standardized methods, simplifying the system architecture while maintaining the ability to collect comprehensive incident data
3Productivity
If automated context parsing is implemented across multiple layers, then analysis speed is improved, but parsing accuracy may deteriorate
Solution Approach 1:
Context information undergoes preliminary structuring and validation at the source before automated parsing. Context providers pre-format data according to layer-specific schemas, and the incident model generator performs preliminary validation checks. This pre-processing enables faster automated parsing while maintaining accuracy by reducing ambiguity in the input data
Solution Approach 2:
The parsing system incorporates feedback mechanisms where parsing results are validated against expected incident model structures. If parsing accuracy is compromised, the system can request re-parsing with adjusted parameters or flag specific fields for manual review, ensuring high accuracy while maintaining overall automated processing speed
Data Source
AI summary
A context analyzer may be configured to receive, from a software support system associated with a software application associated with multiple architectural layers, an incident report associated with a software incident of the software application. The incident report may include context information associated with the software application at the time of the software incident, the context information being received from a plurality of context providers. An incident model generator may be configured to determine, from parsed context information output by a first context parser and a second context parser, a plurality of entities and links therebetween associated with the software application, and configured to display an incident model that includes the entities and the links and that provides access to the parsed context information on an entity-specific basis.