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US 9,542,259 B1Granted
Automated incident resolution system and method
AssigneeJPMorgan Chase Bank, N.A.
InventorsPaul McEwen, Dean Ridley, Nej Adamian, Willie Yeo, Paresh Dalvi
Life of this patent
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Abstract
Methods, systems and computer program products for automated resolution of computer system incidents are provided.
Claims15
A computer-implemented method, comprising:
- receiving, by a processor, a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;
- receiving, by the processor, user-provided textual information describing an incident on an end-user computing device;
- parsing, by the processor, the user-provided textual information to identify keywords;
- matching the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;
- performing, by the processor, a diagnostic check using one or more of the diagnostic scripts, each of the one or more diagnostic scripts including a set of instructions used to identify at least one technical issue corresponding to the incident on the end-user computing device;
- and
- applying and executing, by the processor, at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.
4 more elements
A computer system, comprising:
- a memory;
- and
- a processing device communicatively coupled to the memory, the processing device configured to:
- receive a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;
- receive user-provided textual information describing an incident on an end-user computing device;
- parse the user-provided textual information to identify keywords;
- match the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;
- perform, using at least one diagnostic script, each diagnostic script including a set of instructions, a diagnostic check to identify at least one technical issue corresponding to the incident on the end-user computing device;
- and
- apply and execute at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.
7 more elements
A non-transitory computer-readable storage medium programmed to include instructions that, when executed by a processing device, cause the processing device to perform a method, the method comprising:
- receiving a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises a corrective script;
- receiving, by a processor, a defined set of instructions to address known technical issues, wherein the defined set of instructions comprises multiple diagnostic scripts and multiple corrective scripts associated with the known technical issues;
- receiving user-provided textual information describing an incident on an end-user computing device;
- parsing, by the processor, the user-provided textual information to identify keywords;
- matching the keywords in the user-provided textual information with an identified knowledge object or key performance indicator;
- performing a diagnostic check using one or more of the diagnostic scripts, each of the one or more diagnostic scripts including a set of instructions used to identify at least one technical issue corresponding to the incident on the end-user computing device;
- and
- applying and executing at least one of the corrective scripts without end-user intervention to address the incident and resolve the technical issue, the at least one corrective script performing a corrective action to resolve the incident on the end-user computing device, the corrective action being based at least in part on the diagnostic check identifying the at least one technical issue causing the incident, wherein no user intervention is required to resolve the technical issue subsequent to receipt of the user-provided information.
5 more elements
Dependencies are inferred from the claim text.