Ticket Consolidation for Cloud VM Runtime Errors
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Solution Overview
Problem
In cloud computing environments, multiple virtual machines often encounter the same runtime configuration or hardware problems, leading to multiple problem tickets being opened by system administrators, which is inefficient and wasteful of time and effort.
Innovation Solution
A method and system for monitoring and consolidating problem tickets by analyzing reports from machines with the same runtime configuration or running on the same hypervisor, identifying identical or substantially similar problems, and consolidating them into a single representative ticket within a given sensitivity time window.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If multiple problem tickets are opened for each VM encountering the same runtime configuration or hardware problem, then each problem can be tracked individually, but system administrator time and effort are wasted due to redundant ticket handling
Solution Approach 1:
The patent consolidates multiple problem tickets from VMs with identical runtime configuration or hardware issues into a single representative ticket. When a new ticket is generated, the system checks for existing tickets with matching problem descriptions, affected resources, and time windows. Matching tickets are merged, eliminating redundant handling while preserving complete problem tracking information in the consolidated ticket.
2Productivity
If a single representative ticket is created for consolidated problems, then administrator effort is reduced, but the complexity of identifying and merging similar tickets increases
Solution Approach 1:
The system performs preliminary actions by establishing clear criteria for ticket consolidation before problems occur. Tickets are consolidated based on predefined matching criteria including problem description similarity, affected resource types, and time window proximity. This preliminary framework simplifies the consolidation process by automatically identifying which tickets should be merged without requiring complex real-time analysis.
Solution Approach 2:
The system implements feedback mechanisms where consolidated tickets are continuously monitored and updated. When new tickets are generated, the system feedback-checks against existing consolidated tickets to determine if merging is appropriate. This feedback loop ensures accurate ticket consolidation while maintaining system simplicity through automated decision-making based on established criteria.
3Reliability
If all VMs running on the same physical server are monitored for hardware problems, then comprehensive system monitoring is achieved, but the number of tickets generated increases when multiple VMs encounter the same hardware issue
Solution Approach 1:
The patent merges tickets from multiple VMs that encounter the same hardware problem on a shared physical server. By analyzing the relationship between VMs and their underlying hardware resources, the system consolidates redundant tickets into a single representative ticket that captures the hardware issue affecting multiple VMs, thereby maintaining comprehensive monitoring while reducing ticket quantity.
Data Source
AI summary
A method of ticket consolidation in computing environment may in one aspect analyze problem reports, determine whether problems reported by machines are caused by the same or substantially the same run-time configuration error or are occurring on the same physical server, and are within the given sensitivity time window, consolidate the problem tickets and increase the priority of the consolidated ticket.