US 2006/0143034 A1Published application

System supported optimization of event resolution

AssigneeSap SE

InventorsGunther Rothermel, Dirk Wodtke

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Abstract

A system being monitored generates alerts directed at participants as events to be resolved occur. As a participant resolves an alerted event, the system logs the steps taken by the participant to resolve the event and stores the event resolution log associated with the event. From that event resolution log, a template for a workflow process can be automatically generated. When similar events occur again, the participant for those future events can be provided with the prior stored event resolution log and/or automatically generated templates for a workflow processes corresponding to the stored event resolution log. Iterative generation and editing of templates can be provided for, wherein subsequent event resolutions for similar events are used to modify the workflow process templates developed from previous event resolutions. Events can include conditions being met in data stored by the system or events representing the lack of occurrence of expected events. Participants can be human users, automated participants or proxies interfacing human users to the system. In one embodiment, the system is a network connecting business collaborators.

Claims11

Dependent claims

In a computer system wherein messages are transferred between participants, at least some of which are human users of the computer system using the computer system in furtherance of work projects, and wherein a workflow system handles task-based operations in a structured environment, the computer system further comprising at least one monitored operations system that generates alerts to notify participants of events within the at least one monitored operations system, a method of handling alerts in a structured manner comprising:

transmitting, to a determined participant, a message comprising a first alert that a particular first event occurred, wherein the first event is determinable from at least one of the state of the computer system, the computer system's data or external data available to the computer system, wherein an alert rule indicates that the determined participant is to be alerted with the message when the particular first event occurs;
initiating a logging of event resolution responses by the determined participant in response to the first event to form an event resolution log;
storing the event resolution log for use in informing a future determined participant, via the workflow system, as to a possible event resolution process when the future determined participant encounters a second alert of a second event wherein the second alert is similar to the first alert, the second event is similar to the first event or both, the possible event resolution process depending, at least in part, on the event resolution log for the first event.

Dependencies are inferred from the claim text.