System for automated problem detection, diagnosis, and resolution in a software driven system

A method for diagnosing and resolving problems in software-based systems, comprising:

• automating detecting of said problems using software;
• automating resolving of said problems using software;
• interrogating a local database to drive said automating detecting and said automating resolving;
• storing executable code in said local database to define said automating detecting and said automating resolving;
• updating said local database from a central database initiated automatically without user intervention as the result of said automating resolving failing to succeed, and further comprising retrying of said automated resolving incorporating said update;
• automating transmitting of a problem report to a call center if said retry fails to succeed;
• wherein said transmitting of said problem report further includes transmitting information automatically gathered as a result of said automating detecting and said automating resolving, with said information automatically gathered including state information indicative of the creation of an entry in said central database;
• and invoking a development tool operable to create executable code as a result of said state information, wherein said state information is provided to a programmer via said development tool for creating executable code adapted to be entered into said central database.

A method for reverting the state of a software-based system to a useable state, comprising:

• defining a series of tests of critical functionality for said software-based system;
• recording significant changes to said state as they happen;
• associating a priority with each of said state changes;
• applying said tests of critical functionality of said software-based systems;
• and
• undoing said state changes in an order based on said priorities until said set of tests of critical functionality are indicative of said useable state.

A method for automated diagnosis of problems in software-based systems, comprising:

• detecting substantial state changes affecting a system;
• recording said substantial state changes in response to said detecting;
• associating a priority with each of said state changes;
• interrogating a local database to drive said automated diagnosis;
• and
• interrogating said local database using said substantial state changes as an index for said interrogating;
• and
• using said priority to order said interrogating.

A computer program product including computer program code for diagnosing and resolving problems in software-based systems, comprising:

• computer program code for automating detecting said problems using software;
• computer program code for automating resolving said problems using software;
• computer program code for interrogating a local database to drive said automated detecting and said automated resolving;
• computer program code for storing executable code in said local database having a plurality of entries to define said automated detecting and said automated resolving;
• computer program code for updating said local database from a central database having a plurality of entries, said updating being initiated automatically without user intervention;
• computer prop-ram code for recording a count of said automated resolutions for each entry in said local database;
• computer program code for updating said central database with said count to generate a central total count in said central database of said automated resolutions;
• computer program code for updating a local total count in said local database from said central total count in said central database as part of said periodic update;
• and
• computer program code for computing priorities of said plurality of entries in said local database using said local total count.