Tape Library Support Ticket Automation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current methods for generating and transmitting support tickets from tape libraries are cumbersome, requiring manual email of large files in multiple pieces, often leading to incomplete transmissions and lack of standardization, and necessitate additional software installation and configuration, which can be risky and time-consuming.
Innovation Solution
The backup storage apparatus includes an interface manager and operator control panel that allows direct generation and automated transmission of complete support tickets to a support organization via email, using a shared data protocol and menu-driven interface, eliminating the need for additional software and ensuring correct formatting and complete data transfer.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual email transmission of support tickets is used, then the support ticket can be sent to the support facility, but the process requires multiple steps, significant customer effort, and often results in incomplete transmissions
Solution Approach 1:
The tape library system performs self-service by automatically generating and transmitting support tickets without requiring customer intervention. The system includes a support ticket generation module that collects log data and a transmission module that sends tickets via email, allowing the library to serve itself in the support process.
Solution Approach 2:
An email server acts as an intermediary between the tape library and the support facility. The transmission module uses the email server to automatically send support tickets, eliminating the need for manual customer involvement in the transmission process while ensuring reliable delivery.
2Adaptability or versatility
If additional software is installed on the backup server to collect support tickets, then the support ticket can be generated, but the installation process is risky and may cause problems
Solution Approach 1:
The support ticket generation capability is extracted from the backup server and relocated to the tape library itself. The library contains the support ticket generation module that collects log data and creates tickets, eliminating the need to install additional software on the customer's backup server and thus preserving system stability.
3Reliability
If the support ticket is collected and manually transferred to another system for emailing, then the ticket can be sent, but the process requires multiple steps and significant time
Solution Approach 1:
The support ticket generation and transmission functions are merged into a single integrated process within the tape library. The transmission module combines data collection, ticket generation, and email transmission operations, eliminating the need for manual transfer steps and significantly reducing the time required.
Solution Approach 2:
The system performs preliminary actions by pre-configuring the email transmission capability within the tape library. The transmission module is prepared in advance with the ability to send emails directly, so when a support ticket needs to be sent, the process can be completed immediately without requiring manual intervention or transfer to another system.
Data Source
AI summary
Backup storage apparatus and related methods that are operative to transmit error logs to a support organization. A controller controls and monitors a robotics assembly that loads and unloads storage media into and from storage devices. An operator control panel coupled to the controller controls functions of and displays information regarding the apparatus. An interface component communicates between the controller and a support organization. An algorithm displays a menu item for requesting that error logs be sent to the support organization, and transmits a request to the component to query the storage devices to generate a support ticket comprising error logs associated with the storage devices, combine the support tickets into a single composite file for transmission, and transmit the composite file to the support organization.