Method and system for processing fault alarms and trouble tickets in a managed network services system

A system for providing automated fault isolation, the system comprising:

• an automation engine configured to receive an alarm indicative of a fault within a customer network;
• and
• a workflow engine configured to create an event within a workflow in response to the alarm,
• wherein a new trouble ticket is generated as part of the workflow, the workflow engine being further configured to communicate with a trouble management system to correlate the alarm with an existing trouble ticket, and to associate the new trouble ticket with the existing trouble ticket.

A method for providing automated fault isolation, the method comprising:

• receiving alarm information, from an automated system, associated with an alarm indicative of a fault within a customer network, the automated system being configured to create an event within a workflow in response to the alarm and to generate a new trouble ticket as part of the workflow;
• retrieving an existing trouble ticket among a plurality of existing trouble tickets based on the alarm information;
• and
• transmitting information about the existing trouble ticket to the automated system to correlate the alarm with the existing trouble ticket, wherein the automated system is further configured to associate the new trouble ticket with the existing trouble ticket.

A system for providing automated fault isolation, the system comprising:

• a communication interface configured to receive alarm information, from an automated system, associated with an alarm indicative of a fault within a customer network, the automated system being configured to create an event within a workflow in response to the alarm and to generate a new trouble ticket as part of the workflow;
• and
• a processor configured to retrieve an existing trouble ticket among a plurality of existing trouble tickets based on the alarm information,
• wherein information about the existing trouble ticket is transmitted to the automated system to correlate the alarm with the existing trouble ticket, and the automated system is further configured to associate the new trouble ticket with the existing trouble ticket.