Systems and methods for escalation policy activation
AssigneeNew Relic, Inc.
InventorGuy FIGHEL
Life of this patent
Estimating the term…
Abstract
A production environment monitoring system notes when problems or issues arise in a computer-based production environment. A noted problem or issue can trigger an escalation policy that calls for notifying an individual identified in the escalation policy to ask the individual to resolve or mitigate the problem or issue. The notification sent to the individual identified in the escalation policy also includes information about one or more individuals that are knowledgeable about the problem or issue that triggered the escalation policy and that may be able to provide assistance in resolving or mitigating the problem or issue.
Claims19
A method performed by elements of a production environment assistant for alerting an individual as to the occurrence of a problem or issue within a monitored computer-based production environment, comprising:
- receiving a report indicating that an escalation policy was triggered due to the occurrence of a problem or issue within a computer-based production environment;
- identifying at least one person that is knowledgeable about the problem or issue that triggered the escalation policy by consulting a user proficiency database that includes a plurality of proficiency ratings for each of a plurality of users of the production environment assistant, the plurality of proficiency ratings for each user being indicative of the user's proficiency with respect to individual issue areas and/or production environment assistant features;
- and
- activating the escalation policy such that an individual identified in the escalation policy is notified of the problem or issue and a name and/or contact information for the at least one identified person that is knowledgeable about the problem or issue that triggered the escalation policy.
A production environment assistant configured to alert an individual as to the occurrence of a problem or issue within a monitored computer-based production environment, comprising:
- means for receiving a report indicating that an escalation policy was triggered due to the occurrence of a problem or issue within a computer-based production environment;
- means for identifying at least one person that is knowledgeable about the problem or issue that triggered the escalation policy by consulting a user proficiency database that includes a plurality of proficiency ratings for each of a plurality of users of the production environment assistant, the plurality of proficiency ratings for each user being indicative of the user's proficiency with respect to individual issue areas and/or production environment assistant features;
- and
- means for activating the escalation policy such that an individual identified in the escalation policy is notified of the problem or issue and a name and/or contact information for the at least one identified person that is knowledgeable about the problem or issue that triggered the escalation policy.
A production environment assistant for alerting an individual as to the occurrence of a problem or issue within a monitored computer-based production environment, comprising:
- a memory;
- and
- one or more processors configured to perform a method comprising:
- receiving a report indicating that an escalation policy was triggered due to the occurrence of a problem or issue within a computer-based production environment;
- identifying at least one person that is knowledgeable about the problem or issue that triggered the escalation policy by consulting a user proficiency database that includes a plurality of proficiency ratings for each of a plurality of users of the production environment assistant, the plurality of proficiency ratings for each user being indicative of the user's proficiency with respect to individual issue areas and/or production environment assistant features;
- and
- activating the escalation policy such that an individual identified in the escalation policy is notified of the problem or issue and a name and/or contact information for the at least one identified person that is knowledgeable about the problem or issue that triggered the escalation policy.
Dependencies are inferred from the claim text.