Session Triage via Error Signatures and Remediation
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Solution Overview
Problem
Current software support systems face challenges in efficiently triaging and remediating errors in monitored applications, leading to redundant efforts and burdensome navigation of session recordings and trace logs, especially when errors affect multiple users.
Innovation Solution
A system and method that detect errors in user interface elements, generate unique error signatures, and provide a triage interface for support personnel to classify and remediate errors, automatically storing remediations for future instances and navigating session recordings to prevent duplicate triaging.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If support personnel manually review session recordings and trace logs to diagnose errors, then diagnostic accuracy is improved, but time consumption and workload increase significantly
Solution Approach 1:
The system enables automatic self-diagnosis by having the monitored application perform its own error detection, classification, and signature generation. Error detection rules are executed within the application context, automatically identifying errors without requiring external manual analysis of session recordings.
Solution Approach 2:
Error information is captured and classified in real-time as errors occur, rather than waiting for manual review. Error signatures are generated and stored proactively, creating a ready-to-use knowledge base that prevents future duplicate triaging and enables faster resolution.
2Measurement precision
If support personnel manually triage each error instance, then error classification accuracy is improved, but productivity decreases due to redundant efforts
Solution Approach 1:
Once an error signature is created from the first manual triage, the system automatically copies this signature to identify and classify future instances of the same error. This eliminates redundant manual classification while maintaining accuracy through the use of standardized error signatures.
Solution Approach 2:
The error signature serves multiple functions: it classifies current errors, prevents duplicate triaging of future errors, and provides a universal identifier that works across different users and sessions. This multi-functional approach improves both accuracy and productivity simultaneously.
3Difficulty of detecting and measuring
If the system monitors and records all user interface elements, then error detection capability is improved, but system complexity and resource consumption increase
Solution Approach 1:
The system extracts only the specific user interface elements and error-related data that are necessary for error detection, rather than monitoring and storing all system data. This selective extraction reduces complexity while maintaining error detection capability.
Solution Approach 2:
The monitoring system is segmented into modular components: error detection rules, classification mechanisms, signature generation, and storage. Each component handles a specific aspect of error management, reducing overall system complexity through functional decomposition.
Data Source
AI summary
A computer system is provided. The computer system includes a memory and at least one processor coupled to the memory. The at least one processor is configured to scan session data representative of operation of a user interface comprising a plurality of user interface elements; detect, at a point in the session data, at least one changed element within the plurality of user interface elements; classify, in response to detecting the at least one changed element, the at least one changed element as either indicating or not indicating an error; store an association between the error and the point in the session data; and provide access to the point in the session data via the association.