Incident Reporting Tool for NOC Dashboard Status Tracking
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Solution Overview
Problem
Network operations center (NOC) personnel face challenges in parsing through incident reports that are not automatically closing, due to varying criteria for automatic closure, leading to difficulties in restoring network operations and resolving complex, nested alarms.
Innovation Solution
A system comprising an incident report database, an NOC dashboard, and an incident reporting tool that provides a status checklist indicating whether incidents are chronic, recent reset, or self-clear, allowing NOC personnel to view and update the status of tasks associated with incident reports, enabling them to take actions on uncompleted tasks to resolve the incidents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated alarms handling tools are used to action and close incident reports, then productivity is improved, but device complexity increases due to varying closure criteria for different incident types
Solution Approach 1:
The system segments incident reports into different types (chronic, recent reset, self-clear) with specific closure criteria for each type. The status checklist is divided into multiple tasks, each with specific closure requirements. This segmentation allows automated handling of different incident types according to their specific criteria, improving productivity while managing complexity through structured classification.
Solution Approach 2:
The system changes parameters by introducing specific indicators for different incident types (chronic, recent reset, self-clear) and their associated closure criteria. Each incident type has specific parameters that must be satisfied for automatic closure. This parameter-based approach enables automated handling while accommodating varying closure requirements across different incident types.
2Device complexity
If NOC personnel manually parse through incident reports, then automation complexity is reduced, but loss of time increases due to difficulty in identifying uncompleted tasks
Solution Approach 1:
The status checklist provides real-time feedback to NOC personnel by displaying the current status of each task and indicating which tasks are uncompleted. The system automatically updates the checklist status based on actions taken, providing continuous feedback on progress toward incident resolution. This feedback mechanism reduces the time needed to identify and address uncompleted tasks while maintaining manageable system complexity.
Solution Approach 2:
The system performs self-service by automatically updating the status checklist when tasks are completed or modified. The incident reporting tool automatically tracks the status of each task and updates the overall incident status without requiring manual intervention. This self-service capability reduces the time NOC personnel spend manually tracking task completion while keeping the system relatively simple.
3Measurement precision
If comprehensive incident information is displayed, then measurement precision is improved, but device complexity increases due to multiple indicators and task statuses
Solution Approach 1:
The dashboard displays information in segmented sections: incident type indicators (chronic, recent reset, self-clear), task status checklist, and action items. Each segment focuses on specific aspects of incident management. This segmentation provides comprehensive and precise incident information while organizing the display to manage complexity through structured presentation.
4Productivity
If automated closure criteria are enforced, then productivity is improved, but ease of operation decreases due to strict closure requirements
Solution Approach 1:
The system uses parameter changes by defining specific closure criteria for each incident type (chronic, recent reset, self-clear). Each type has its own set of parameters that must be satisfied for automatic closure. This approach enables automated handling and improves productivity while maintaining ease of operation by providing clear, type-specific guidance on what needs to be completed for closure.
Data Source
AI summary
A method implemented by an incident reporting tool, comprising receiving, from an incident report database, an incident report associated with an incident; presenting, on a network operations center (NOC) dashboard, a status checklist allowing a NOC personnel to view status of one or more tasks associated with the incident report before the incident report autocloses, wherein the one or more tasks comprises one or more completed tasks and one or more uncompleted tasks based on the status; enabling the NOC personnel to take actions on the one or more uncompleted tasks to resolve the incident report; and dynamically updating the status checklist to view an updated status of the one or more tasks based on the actions taken by the NOC personnel.