US 8,301,613 B2 · System and method for incident processing through a correlation model

Abstract

Disclosed is a method, system and a computer program for correlating an incident service ticket with an incident resource ticket. The method includes, in response to a creation of an incident service ticket in a certain service category; searching with a data processor for open incident resource tickets of the same or similar category; searching with the data processor based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items and, if both searches succeed, searching with the data processor found incident resource tickets ordered by time using found critical configuration items and, if a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket. The exemplary embodiments further provide that, if both searches do not succeed, or if a match is not found, obtaining input from a dependency tree for the business service configuration items and if no related service configuration items for the service category are identified then concluding the performance of the method, otherwise searching with the data processor found incident resource tickets ordered by time using found related service configuration items. If no associated resource tickets are available then the method performs constraint adaptive probing of resources determined from the dependency tree to attempt to generate at least one corresponding resource ticket, and to search on any corresponding resource tickets that are generated for related configuration items.

Claims25

Dependent claims

A computer implemented method for correlating an incident service ticket with an incident resource ticket comprising:

in response to a creation of an incident service ticket in a certain service category;
performing a first search searching with a data processor for open incident resource tickets of the same or similar category;
performing a second search searching with the data processor based on a set of similarity roles for corresponding critical configuration items defined in business service configuration items;
and
when both the first and second searches succeed, performing a third search searching with the data processor of found open incident resource tickets from the first search ordered by time using found corresponding critical configuration items from the second search and, when a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket.

2 more elements

A system configured to correlate an incident service ticket with an incident resource ticket comprising:

at least one computer-readable storage medium storing computer program instructions;
and
at least one data processor readably coupled to the at least one computer-readable storage medium, where execution of the computer program instructions by the at least one data processor causes the at least one data processor, in response to a creation of an incident service ticket in a certain service category;
perform a first search for open incident resource tickets of the same or similar category, perform a second search based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items and, when both the first and second searches succeed, to perform a third search of found open incident resource tickets from the first search ordered by time using found corresponding critical configuration items from the second search and, when a match is found, to declare the incident service ticket to be correlated with the matching incident resource ticket.

1 more element

A non-transitory computer-readable storage medium containing program instructions that, when executed by at least one data processor, result in performing operations to correlate an incident service ticket with an incident resource ticket, the operations comprising:

in response to a creation of an incident service ticket in a certain service category;
performing a first search searching for open incident resource tickets of the same or similar category;
performing a second search searching based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items;
and
when both the first and second searches succeed, performing a third search of searching of found open incident resource tickets from the first search ordered by time using found corresponding critical configuration items from the second search and, when a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket.

2 more elements

Dependencies are inferred from the claim text.

System and method for incident processing through a correlation model

Life of this patent

System and method for incident processing through a correlation model

Life of this patent

Abstract

Claims25