Network Incident Solution Ranking System
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Solution Overview
Problem
Large organizations, especially in distributed environments, face challenges in coordinating knowledge and solutions for recurring network incidents, leading to repetitive troubleshooting efforts across different teams and managed service providers with similar but distinct customer environments.
Innovation Solution
A system and method for receiving and cataloging network incidents, scoring solutions based on similarity to past incidents, and providing ranked proposals to mitigate network element malfunctions, utilizing a database with incident and instance tags, and user feedback to validate solution effectiveness.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual troubleshooting is performed by different team members for each network incident, then individual team members can resolve specific problems, but the same problems are encountered repeatedly and knowledge is not coordinated across the organization
Solution Approach 1:
The patent combines multiple individual troubleshooting experiences into a centralized incident database that stores incidents, solutions, and effectiveness ratings. This merging allows knowledge from different team members to be consolidated and shared organization-wide, eliminating repetitive troubleshooting of the same problems while maintaining reliable incident resolution through proven solutions.
Solution Approach 2:
The system implements feedback mechanisms where team members rate the effectiveness of solutions (e.g., 1-5 stars) and provide comments. This feedback is stored in the database and used to improve future troubleshooting by highlighting the most effective solutions. The feedback loop ensures continuous improvement of incident resolution effectiveness while reducing time spent on repetitive problems.
2Productivity
If a centralized database of network incidents and solutions is implemented, then knowledge coordination is improved and repetitive troubleshooting is reduced, but the system complexity increases
Solution Approach 1:
The incident database system is designed to be universal and multi-functional, serving multiple purposes: storing incidents, cataloging solutions, rating effectiveness, enabling search and filtering, and providing recommendations. This universal system handles diverse network incidents across different teams and environments through a single platform, improving productivity without proportionally increasing complexity.
Solution Approach 2:
The system enables team members to independently search the database for relevant incidents, evaluate existing solutions, and apply proven fixes without requiring extensive manual intervention from seniors or specialists. This self-service capability improves incident resolution efficiency while keeping the system architecture relatively simple through automated search and recommendation features.
3Measurement precision
If detailed incident data and multiple solutions are stored in the database, then solution accuracy and relevance are improved, but the data management complexity and storage requirements increase
Solution Approach 1:
The incident database structure segments data into distinct categories: incident details, associated solutions, effectiveness ratings, and team member comments. This segmentation allows for precise matching of incidents to solutions by comparing specific incident characteristics with stored cases, improving measurement precision. The segmented structure also makes data management more efficient despite the overall volume of data stored.
Data Source
AI summary
Various approaches for providing network maintenance and health monitoring. In some cases, some approaches include systems, methods, and/or devices embodiments that provide for receiving and cataloging network incidents and in providing proposed solutions to mitigate the network incidents.