Computing system issue detection and resolution
AssigneeMicrosoft Technology Licensing, LLC
InventorsSatish J. Thomas, Murtaza Muidul Huda Chowdhury, Shefy Manayil Kareem
Life of this patent
Estimating the term…
Abstract
Explicit and implicit feedback information, that is indicative of an issue in a deployed computing system, is collected. Information identifying attempted resolutions for the issue is collected as well. A knowledge base is generated that identifies issues and successful resolutions for those issues. During runtime, issues are detected, either explicitly or implicitly, and the knowledge base is accessed to determine whether a resolution has already been identified. If so, it can be proactively provided to the computing system to address the issue.
Claims21
-20. (canceled)
A computing system, comprising:
- an implicit data input component that receives implicit data inputs having a source identifier and implicitly identifying a first computing system issue to be resolved in a given computing system;
- a set of issue resolution workflow components that each conduct a different, corresponding issue resolution workflow;
- and
- a de-multiplexer that receives issue data comprising the implicit data, the source identifier and the first computing system issue to be resolved, selects an issue resolution workflow component based on the issue data and routes the issue data to the selected issue resolution workflow component that conducts the corresponding issue resolution workflow.
The computing system of claim 1 wherein the selected issue resolution workflow component generates a suggested resolution to the first computing system issue and wherein the computing system is configured to receive feedback data.
The computing system of claim 2 and further comprising:
- a resolution component that accesses the issue data and the feedback data and identifies from the feedback data whether the suggested resolution for the first computing system issue was successful in resolving the first computing system issue and, if so, stores the issue data and the suggested resolution in a knowledge store that identifies the suggested resolution as a successful resolution for the first computing system issue.
The computing system of claim 2 and further comprising:
- a resolution component that accesses the issue data and the feedback data and identifies from the feedback data whether the suggested resolution for the first computing system issue was successful in resolving the first computing system issue and, if not, stores the issue data and the suggested resolution in a knowledge store that identifies the suggested resolution as an unsuccessful resolution for the first computing system issue.
The computing system of claim 3 wherein the resolution component identifies the issue data as being predictive of the first computing system issue, before the first computing system issue materializes in the given computing system, and further comprising:
- a proactive fix system that automatically applies the resolution corresponding to the first computing system issue to the given computing system to resolve the first computing system issue before it materializes in the given computing system.
The computing system of claim 5 wherein the computing system is configured to receive diagnostic data and performance monitoring data, from the given computing system, as the feedback data.
The computing system of claim 6 wherein the resolution component determines whether the resolution applied to the given computing system was successful in resolving the first computing system issue based on the diagnostic data and the performance monitoring data received from the given computing system.
The computing system of claim 3 and further comprising:
- a social listener component that generates community information from a set of community sites as the feedback data and wherein the resolution component determines whether the resolution applied to the given computing system was successful in resolving the first computing system issue based on the community information.
The computing system of claim 8 and further comprising:
- an explicit data input component that receives explicit data inputs explicitly identifying a second computing system issue to be resolved in the given computing system, the data gathering component generating second issue data for the second computing system issue.
The computing system of claim 9 wherein the resolution component determines whether the second computing system issue is a duplicate of the first computing system issue before the de-multiplexer routes the second issue data for the second computing system issue to an issue resolution workflow component.
The computing system of claim 8 wherein the social listener comprises:
- a linguistic analyzer that analyzes community information inputs to identify linguistic content and sentiment in the community information inputs to generate the community information.
The computing system of claim 11 wherein the social listener component generates the community information according to a predetermined schema.
The computing system of claim 1 wherein the de-multiplexer is configured to assign a priority to the first computing system issue.
A computer implemented method, comprising:
- detecting implicit data inputs implicitly identifying a first computing system issue to be resolved in a given computing system;
- identifying the first computing system issue to be resolved corresponding to the implicit data;
- generating an issue identifier indicative of the first computing system issue;
- generating a source identifier indicative of a source of the implicit data;
- selecting an issue resolution workflow component, from a set of issue resolution workflow components that each conduct a different corresponding issue resolution workflow, based on issue data comprising the implicit data, the source identifier and the first computing system issue to be resolved;
- and
- routing the issue data to the selected issue resolution workflow component that conducts the corresponding issue resolution workflow.
The computer implemented method of claim 14 and further comprising:
- accessing a resolution knowledge base to determine whether an existing, successful resolution to the first computing system issue is stored in the knowledge;
- and if so, surfacing the existing, successful resolution for the selected workflow component.
The computer implemented method of claim 15 wherein the resolution knowledge base stores clusters of issues, each cluster corresponding to a set of issues that are similar to one another, and a set of existing, successful resolutions corresponding to each cluster.
The computer implemented method of claim 16 and further comprising receiving additional information and determining that the clusters of issues should be re-clustered and subsequently re-clustering the issues.
The computer implemented method of claim 14 and further comprising:
- identifying a resolution to the first computing system issue in the issue resolution workflow;
- receiving implicit feedback information indicative of whether the identified resolution is successful in resolving the first computing system issue;
- determining, based on the implicit feedback information, whether the identified resolution was successful;
- and
- if so, adding the identified resolution to a knowledge base of successful resolutions for the first computing system issue.
A computing system, comprising:
- an implicit data input component that receives implicit data inputs implicitly identifying a first computing system issue to be resolved in a given computing system;
- a set of issue resolution workflow components that each conduct a different, corresponding issue resolution workflow;
- a de-multiplexer that receives issue data comprising the implicit data, the source identifier and the first computing system issue to be resolved, selects an issue resolution workflow component based on the issue data and routes the issue data to the selected issue resolution workflow component that conducts the corresponding issue resolution workflow wherein the selected issue resolution workflow component generates a suggested resolution to the first computing system issue and wherein the computing system is configured to receive feedback data relative to the suggested solution;
- and
- a resolution component that accesses the issue data and the feedback data and identifies from the feedback data whether the suggested resolution for the first computing system issue was successful in resolving the first computing system issue and, if so, stores the issue data and the suggested resolution as a successful resolution for the first computing system issue.
The computing system of claim 19 wherein the resolution component accesses the issue data and the feedback data and identifies from the feedback data whether the suggested resolution for the first computing system issue was unsuccessful in resolving the first computing system issue and, if so, stores the issue data and the suggested resolution as an unsuccessful resolution for the first computing system issue.
Dependencies are inferred from the claim text.