Ticketing System Integration with Resolution Server for Wireless Troubleshooting
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Solution Overview
Problem
Existing wireless communication network troubleshooting methods are less responsive and less timely due to the decoupling of ticketing systems from operation subscriber subsystems, leading to delayed identification and remediation of service issues.
Innovation Solution
Integration of a ticketing system with an operation subscriber subsystem that includes a resolution server capable of initiating minimization of drive tests (MDTs), subscriber traces, and cell traces based on tickets, allowing for automated analysis and corrective actions within the wireless communication network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Weight of moving object
If ticketing system is decoupled from operation subscriber subsystem, then system modularity is improved, but issue identification and remediation speed deteriorates
Solution Approach 1:
The patent merges the ticketing system with the operation subscriber subsystem by establishing direct communication channels between ticket server computers and resolution server computers. This integration allows ticket data to be automatically transmitted and processed within the subsystem, eliminating external handling delays while preserving the functional modularity of the systems through defined interfaces and protocols.
2Device complexity
If manual troubleshooting processes are used, then system complexity is reduced, but troubleshooting efficiency and responsiveness deteriorates
Solution Approach 1:
The resolution server computer automatically performs diagnostic functions by initiating minimization of drive tests (MDTs), subscriber traces, and cell traces based on received ticket data. The system self-services by autonomously analyzing diagnostic results and implementing corrective actions without requiring manual intervention, thereby significantly improving troubleshooting efficiency while managing complexity through automated decision-making algorithms.
Solution Approach 2:
The system performs preliminary diagnostic actions automatically upon receiving a ticket. The resolution server computer pre-configures and initiates appropriate diagnostic tests (MDTs, traces) based on the service issue category identified in the ticket, eliminating the need for manual assessment and test selection. This preliminary automated action accelerates the troubleshooting process while maintaining systematic control over complexity.
3Loss of time
If automated diagnostic processes are implemented, then issue remediation speed is improved, but system complexity increases
Solution Approach 1:
The automated diagnostic system is segmented into distinct functional modules: ticket server computers for ticket management, resolution server computers for orchestration, and specialized diagnostic functions (MDT initiation, trace management, result analysis). Each module performs a specific function and communicates through standardized interfaces. This segmentation enables the complex automated system to be built from manageable components, facilitating implementation and maintenance while achieving rapid remediation through coordinated automated actions.
Data Source
AI summary
A method of remediating wireless communication issues. The method comprises receiving a ticket by a ticket server computer that identifies a mobile communication device and identifies a service issue category, transmitting the mobile communication device identity and the service issue category to a resolution server computer, analyzing the service issue category by the resolution server computer, based on the analyzing of the service issue category, initiating a minimization of drive test (MDT), a subscriber trace, or a cell trace in a wireless communication network by the resolution server computer, where the wireless communication network provides wireless communication service to the mobile communication device and where the wireless communication network comprises a plurality of cell sites, analyzing the results of the MDT or trace by the resolution server computer; and initiating a corrective action in the mobile communication device or in the wireless communication network.