Identifying system failures by accessing prior troubleshooting information
AssigneeDell Products L.P.
InventorsPrabir Majumder, Jeffrey S. Vah, Anand Lakshmanan, Fadi M. Taffal, Brian T. Martin, Gayathri M. Rau
Life of this patent
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Abstract
A system, method, and computer-readable medium for performing a system failure identification operation, comprising: receiving information regarding a device a repair depot; performing a depot triage process on the device, the depot triage recording possible causal factors contributing to failure of the device; determining suspected failures associated with the device based upon symptoms exhibited by the device; and, correlating the suspected failures with commodities for use in repairing the device.
Claims14
A computer-implementable method for performing a system failure identification operation, comprising:
- receiving information regarding a device in a repair depot;
- performing a depot triage process on the device, the depot triage recording possible causal factors contributing to failure of the device, the possible causal factors being identified based upon technical support personnel accessing prior troubleshooting steps;
- determining suspected failures associated with the device based upon symptoms exhibited by the device;
- identifying underlying patterns in causal factors and customer complaints using text mining analytics;
- correlating the suspected failures with part commodities for use in repairing the device;
- and,
- performing a machine-learning operation to direct repair operations, the machine learning operation providing information to a system failure identification user interface to allow the system failure identification user interface to provide information regarding symptom classification, correlation of systems with part commodities and part commodity recommendations to assist in directing repair operations.
A system comprising:
- a processor;
- a data bus coupled to the processor;
- and
- a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations and comprising instructions executable by the processor and configured for:
- receiving information regarding a device in a repair depot;
- performing a depot triage process on the device, the depot triage recording possible causal factors contributing to failure of the device, the possible causal factors being identified based upon technical support personnel accessing prior troubleshooting steps;
- determining suspected failures associated with the device based upon symptoms exhibited by the device;
- identifying underlying patterns in causal factors and customer complaints using text mining analytics;
- correlating the suspected failures with part commodities for use in repairing the device;
- and
- performing a machine-learning operation to direct repair operations, the machine learning operation providing information to a system failure identification user interface to allow the system failure identification user interface to provide information regarding symptom classification, correlation of systems with part commodities and part commodity recommendations to assist in directing repair operations.
A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:
- receiving information regarding a device in a repair depot;
- performing a depot triage process on the device, the depot triage recording possible causal factors contributing to failure of the device, the possible causal factors being identified based upon technical support personnel accessing prior troubleshooting steps;
- determining suspected failures associated with the device based upon symptoms exhibited by the device;
- identifying underlying patterns in causal factors and customer complaints using text mining analytics;
- correlating the suspected failures with part commodities for use in repairing the device;
- and,
- performing a machine-learning operation to direct repair operations, the machine learning operation providing information to a system failure identification user interface to allow the system failure identification user interface to provide information regarding symptom classification, correlation of systems with part commodities and part commodity recommendations to assist in directing repair operations.
Dependencies are inferred from the claim text.