Service request management in cloud computing systems

A computing system, comprising:

• a processor;
• and
• a memory containing instructions executable by the processor to cause the computing system to provide cloud computing services to multiple users and to perform a process comprising:
• detecting service requests reporting service issues from the users of one of the cloud computing services;
• determining whether a profile of the detected service requests of the one of the cloud computing services substantially deviates from a predetermined profile;
• and
• in response to determining that the profile of the detected service requests substantially deviates from the predetermined profile,
• performing a search of a database containing operational event logs of the computing system based on the detected service requests;
• identifying a component failure of a service component triggering the detected service requests in the computing system based on the search;
• determining, based on the identified component failure, a subset of the multiple users who are also impacted by the identified component failure but have not yet submitted service requests for the service issues regarding the identified component failure of the service component;
• automatically generating and transmitting an electronic message to the subset of the multiple users impacted by the identified component failure;
• and
• causing migration of the service component with the identified component failure from a first server to a second server of the cloud computing system in response to determining that the profile of the detected service requests substantially deviates from the predetermined profile.

A method of managing service requests in a cloud computing system having a first computing cluster and a second computing cluster individually having multiple servers, the method comprising:

• executing instructions at the multiple servers of the first and second computing clusters to provide cloud computing services to multiple users;
• detecting, at one of the servers, service requests reporting service issues of one of the cloud computing services from the users of the first computing cluster;
• and
• in response to the detected service requests,
• performing a first search of a first database containing operational event logs of the first computing cluster based on the detected service requests to identify a component failure of a service component triggering the detected service requests in the first computing cluster;
• performing a second search of a second database containing operational event logs of the second computing cluster to determine whether the identified component failure of the service component in the first computing cluster also exists in the second computing cluster;
• and
• in response to determining that the identified component failure also exists in the second computing cluster,
• determining, based on the identified component failure, a subset of the multiple users who are also impacted by the identified component failure in the second computing cluster but have not yet submitted service requests for the service issues regarding the identified component failure of the service component;
• automatically generating and transmitting electronic messages to the individual subset of the multiple users who are also impacted by the identified component failure in the second computing cluster for notifying the identified component failure in the second computing cluster;
• and
• causing migration of the service component with the identified component failure from a first server to a second server of the cloud computing system in response to determining that the profile of the detected service requests substantially deviates from the predetermined profile.