Automated diagnostic metric loop
AssigneeHewlett-Packard Development Company, L.P.
InventorMichael David Goertz
Life of this patent
Estimating the term…
Abstract
A computer system that collects diagnostic information from diagnostic software as well as knowledgepath information about the path a user uses in searching a knowledgebase and provides this information electronically to a call center where the information is stored in a database along with a textual description of the problem. Correlation software analyzes data from multiple incidents to correlate the multiple incidents into common problem definitions.
Claims12
A method for correlating data to identify like problems in a computer system, said method comprising the steps of:
- (a) collecting knowledgepath data indicating a knowledge search path traversed by search software as said search software traverses a knowledgebase of data about a plurality of problems, said collecting being performed by search software used to access said knowledgebase;
- (b) storing said knowledge search path data in a first database;
- (c) correlating said knowledge search path data from said plurality of problems to identify like problems;
- and
- (d) storing a description of said like problems in said knowledgebase.
A computer system for correlating data to identify like problems in a system being diagnosed for a cause of failure, said computer system comprising:
- search software executing within said computer system for traversing paths within a knowledgebase to locate any known solution to a plurality of problems being diagnosed and for collecting knowledgepath data indicating at least one knowledge search path traversed for each problem being diagnosed;
- file storage software executing within said computer system for storing said at least one knowledge search path for each problem being diagnosed in a knowledgepath data file;
- a correlation system for correlating said knowledge search paths from said plurality of problems to identify like problems and to produce a correlated problem description for each like problem;
- and
- knowledgebase storage software for storing said correlated problem description of said like problems in said knowledgebase.
Dependencies are inferred from the claim text.