Multi-stage Push Notifications for Software Logistics
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Solution Overview
Problem
The existing support processes for software systems are time-consuming and inefficient, particularly in larger customer system landscapes, where IT administrators face delays in identifying and resolving issues with software logistic tools due to excessive data retrieval traffic and manual ticketing processes.
Innovation Solution
Implementing multi-stage push notification communication channels across customer and vendor systems, enabling real-time updates and proactive incident reporting from software logistic tools to both customer and vendor support centers, reducing the time to acknowledge and resolve errors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the central IT console regularly calls SL tools to retrieve operational status, then the IT administrator can monitor system status, but the central IT console and networks are overloaded with unnecessary traffic
Solution Approach 1:
Instead of the central IT console actively pulling status data from SL tools, the SL tools push notifications to the console only when incidents occur. This inverts the traditional request-response model, eliminating continuous polling traffic while maintaining monitoring capability.
Solution Approach 2:
The SL tools autonomously detect incidents and generate push notifications without requiring external requests from the IT console. This self-service mechanism allows the tools to proactively report their status, reducing the burden on the central console.
2Reliability
If the IT administrator manually creates tickets and contacts vendor support, then the problem can be reported, but the process is time consuming and delays resolution
Solution Approach 1:
The system automatically detects incidents and pushes notifications to both the IT console and vendor support center in real-time, performing the problem reporting action immediately when an incident occurs, rather than waiting for manual intervention.
Solution Approach 2:
The multi-stage push notification system establishes real-time feedback loops between SL tools, IT consoles, and vendor support centers, enabling continuous monitoring and immediate response to incidents, thereby reducing resolution time.
3Reliability
If the support organization requests online connection to analyze problems, then they can investigate issues, but the process delays resolution of SL tool problems
Solution Approach 1:
Vendor support experts receive push notifications with incident details in real-time, enabling them to begin analysis immediately without waiting for manual ticket creation or establishing connections, thus performing preliminary analysis actions instantly.
Data Source
AI summary
An incident associated with a software logistic tool occurs. At a host agent a notification for the incident is received. The host agent is associated with a corresponding host where the software logistic tool is running. The notification for the incident is pushed to a customer operation cockpit operating at a customer system landscape via a push channel for communication from the software logistic tool to the customer operation cockpit. The notification for the incident is received at the customer operation cockpit for a customer support user to analyze.