Network Incident Ticket Rules for Faster Telecom Case Handling
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Solution Overview
Problem
Managing network incidents in complex telecommunication systems is challenging due to the complexity of coordination and communication between different parties, leading to inefficiencies in ticket generation and resolution.
Innovation Solution
A system and method for automatically generating tickets based on predefined rules and user inputs through a graphical user interface, utilizing incident management data structures to identify network incidents and generate tickets accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated ticket generation is implemented, then ticket generation speed and accuracy are improved, but system complexity increases due to need for incident management data structures and rule configurations
Solution Approach 1:
The system pre-configures incident management data structures with predefined incident identification characteristics and ticket generation rules before actual incidents occur. This allows automated ticket generation to execute quickly without complex real-time decision-making, resolving the contradiction between speed and complexity by preparing all necessary logic in advance.
Solution Approach 2:
The system creates standardized templates for incident management data structures and ticket generation rules that can be replicated across different incident types. This copying approach maintains consistency and simplifies the system by using pattern repetition rather than unique complex logic for each incident scenario.
2Device complexity
If manual ticket generation is used, then system complexity is reduced, but coordination and communication efficiency deteriorates
Solution Approach 1:
The system enables self-service automated ticket generation where incident management data structures automatically match incidents to appropriate tickets based on predefined characteristics and rules. This eliminates the need for manual coordination between different parties, significantly improving efficiency while keeping the underlying system structure relatively simple through automated matching logic.
3Measurement precision
If automated incident identification characteristics are defined, then incident detection accuracy is improved, but configuration complexity increases
Solution Approach 1:
The system defines incident identification characteristics as configurable parameters within the incident management data structures. By changing parameter values rather than creating complex detection logic, the system achieves accurate incident detection while keeping configuration simple and maintainable through parameter-based rather than logic-based configuration.
Data Source
AI summary
Systems and methods of setting rules that automate the creation of a ticket related to incidents on a computer network. In some embodiments, a graphical user interface (GUI) is presented, wherein the GUI includes one or more first graphical items for defining a network incident type on a network. One or more user selections of the one or more first graphical items are received. One or more automated incident identification characteristics of an incident management data structure are generated based on the user selections of the first graphical items. User input is received in the GUI that defines one or more automated ticket generation rules of the incident management data structure.