Incident Resolution System Using Recorded Action Sequences
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Solution Overview
Problem
Current systems for managing incidents in cloud computing environments are inefficient, as customers face difficulties in finding relevant solutions to issues, leading to increased incident reports, delays in resolution, and the need for additional support personnel, with existing search methods often returning non-specific results.
Innovation Solution
A system that records user commands and backend transaction steps associated with incidents, queries a database for similar incidents, and provides resolution information to the client device, leveraging machine learning to suggest solutions before an incident report is created, thereby streamlining the resolution process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional search methods are used to find incident resolutions, then the system is simple to operate, but the search results are non-specific and resolution accuracy is low
Solution Approach 1:
The system performs preliminary actions by recording user commands and backend transaction steps before incidents occur. This pre-captured contextual information is then used during incident resolution to provide accurate, specific solutions without requiring complex real-time analysis, thus improving resolution accuracy while maintaining operational simplicity.
Solution Approach 2:
The patent introduces an intermediary mechanism that connects recorded action data with incident resolution processes. This intermediary layer processes and matches recorded commands and transactions with current incident contexts, enabling accurate resolution suggestions without exposing users to system complexity.
2Productivity
If manual incident report creation is required, then the data repository is smaller and easier to manage, but resolution speed is delayed and productivity is reduced
Solution Approach 1:
The system performs preliminary action by automatically recording user commands, backend transactions, and system states before incidents occur. This pre-captured data eliminates the need for manual incident report creation, enabling rapid resolution through automated pattern matching while building a comprehensive data repository that improves future resolution speed without manual overhead.
Solution Approach 2:
The system implements self-service by automatically capturing and processing incident data without requiring manual report creation. The recorded actions and transactions serve themselves as the data source, enabling the system to autonomously build the data repository and provide resolutions, thus increasing productivity while managing data volume through automated processes.
3Measurement precision
If comprehensive action recording is implemented, then resolution information accuracy is improved, but the complexity of data processing increases
Solution Approach 1:
The system performs preliminary action by recording comprehensive user commands and backend transaction steps before incidents occur. This pre-captured contextual information is stored in a structured format that enables accurate resolution matching without requiring complex real-time processing, thus improving resolution information accuracy while managing data processing complexity through advance preparation.
Solution Approach 2:
The patent introduces an intermediary layer that manages the complexity of comprehensive data recording. This intermediary processes and structures the recorded commands and transactions, enabling accurate resolution information delivery without exposing the full complexity of data processing to users or downstream systems.
Data Source
AI summary
A system, method, and non-transitory computer-readable storage medium for identifying resolutions have been disclosed. The system comprises a server device including a memory, a processor, and a network interface. The memory includes instructions executable by the processor to cause the system to record a series of actions associated with a client device and to receive, from the client device, incident data of an incident that is associated with the series of actions. The memory further includes instructions executable by the processor to cause the system to query a database for resolution information based on the series of actions and the incident data and to transmit a message that includes the resolution information to the client device.