System and method for automated and assisted resolution of it incidents

US 20070174693A1
Filed: 01/06/2006
Published: 07/26/2007
Est. Priority Date: 01/06/2006
Status: Active Grant

First Claim

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1. A computer implemented method for facilitating a user in defining a repair workflow for resolving information technology (IT) incidents, comprising:

facilitating the user in defining a plurality of steps of the repair workflow using a computing device, including inputs, processing logics, and outputs of the steps; and

facilitating the user in defining a plurality of transitions between the steps, based at least in part on the outputs of the steps, using a computing device.

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Abstract

A computer implemented method for assisted and automated resolving of Information Technology (IT) incidents is provided. The method facilitates one or more users to define repair workflows to resolve the IT incidents. The defined repair workflows are stored in a flow repository. The stored repair workflows are accessed and invoked by the one or more users. The invoked repair workflows are interactively executed for a user assisted resolution of the IT incident. The invoked repair workflows are executed automatically for the automated resolution of the IT incident.

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24 Claims

1. A computer implemented method for facilitating a user in defining a repair workflow for resolving information technology (IT) incidents, comprising:
- facilitating the user in defining a plurality of steps of the repair workflow using a computing device, including inputs, processing logics, and outputs of the steps; and
  
  facilitating the user in defining a plurality of transitions between the steps, based at least in part on the outputs of the steps, using a computing device.
- View Dependent Claims (2, 3, 4, 5, 6, 21)
- - 2. The method of claim 1, wherein said facilitating of the user in defining a plurality of steps comprises facilitating the user in selecting and/or defining a plurality of operations for the steps, and defining inputs and/or outputs of the operations.
  - 3. The method of claim 2, wherein said defining of a plurality of operations comprises attaching to the steps, a plurality of sets of executable code implementing the operations defined by the user.
  - 4. The method of claim 1, wherein said facilitating of the user in defining a plurality of transitions between the steps comprises attaching to the transitions, a plurality of sets of parsing code for processing the outputs.
  - 5. The method of claim 1, wherein the method further comprises checking the defined repair workflow for correctness, including one or more of checking for exactly one start step;
    - checking for the defining of transitions for outputs of the steps; and
      
      checking for defining of input binding for inputs of the steps.
  - 6. The method of claim 1, wherein said facilitating of the user in defining a plurality of transitions between the steps comprises attaching to the steps, a plurality of sets of executable code for processing the outputs.
  - 21. An article of manufacture comprising:
    - a storage medium; and
      
      a plurality of programming instructions stored in the storage medium, and adapted to program an apparatus to enable the apparatus to perform the method set forth in claim 1.

7. A computer implemented method for facilitating an information technology (IT) organization in resolving IT incidents, comprising:
- facilitating one or more users of the IT organization in defining a plurality of repair workflows for resolving IT incidents, including facilitating the IT organizations in defining inputs, processing logics, and outputs of the steps of the workflow, using one or more computing devices;
  
  facilitating one or more users of the IT organization in storing the defined repair workflows in a repair workflow repository; and
  
  facilitating one or more users of the IT organization in accessing the repair workflow repository to selectively access and invoke the repair workflows to resolve IT incidents.
- View Dependent Claims (8, 9, 10, 11, 22)
- - 8. The method of claim 7, wherein said facilitating of the one or more users of the IT organization in storing the defined workflows comprising facilitating the IT organization in naming and renaming the stored repair workflows.
  - 9. The method of claim 7, further comprising facilitating one or more users of the IT organization in deleting a stored repair workflow.
  - 10. The method of claim 7, wherein said facilitating of the one or more users of the IT organization in storing the defined repair workflows comprising facilitating the IT organization in creating a hierarchy of folders, and facilitating the IT organization in storing the defined repair workflows in the folders.
  - 11. The method of claim 7, wherein said facilitating of the IT organization in accessing the repair workflow repository and invoking the repair workflows comprises facilitating the IT organization in searching for one or more of repair workflows associated with a repair type, repair workflows associated with repairing infrastructural element(s), and repair workflows to repair particular operations.
  - 22. An article of manufacture comprising:
    - a storage medium; and
      
      a plurality of programming instructions stored in the storage medium, and adapted to program an apparatus to enable the apparatus to perform the method set forth in claim 7.

12. A computer implemented method for facilitating an information technology (IT) organization in resolving IT incidents, comprising:
- facilitating discovery of repair actions stored on a computing server, each of the repair actions comprises executable code adapted to perform one or more operations in a repair to resolve an IT incident; and
  
  facilitating a client device coupled with the computing server, executing a repair workflow in discovering the repair actions, and selectively invoking the repair actions to perform operations for the repair workflow.
- View Dependent Claims (13, 14, 23)
- - 13. The method of claim 12 further comprising creating a container having the plurality of repair actions, and storing the container on the computing server.
  - 14. The method of claim 13 further comprising facilitating a client device in adding a repair action to the container.
  - 23. An apparatus comprising:
    - a storage medium having a plurality of programming instructions stored in the storage medium, and adapted to enable the apparatus to perform the method set forth in claim 12;
      
      and one or more processors coupled to the storage medium to execute the programming instructions.

15. A computer implemented method for resolving an information technology (IT) incident, comprising:
- loading a repair workflow having a plurality of steps and transitions between the steps, defined to repair the IT incident on a computing device, each of the steps having one or more inputs, processing logic for the input(s) and one or more outputs;
  
  creating a repair frame for the loaded repair workflow on the computing device;
  
  creating a repair context for the repair frame on the computing device, and populating the repair frame with configuration data;
  
  binding one or more data values to the one or more inputs of one of the steps within the repair context;
  
  processing the bound data values of the one or more inputs of the step within the repair context;
  
  executing the step'"'"'s operation;
  
  extracting the one or more outputs of step within the context; and
  
  selecting a transition to transition to another step within the context, based at least in part on the extracted one or more outputs.
- View Dependent Claims (16, 17, 18, 19, 20, 24)
- - 16. The method of claim 15, further comprising creating a repair run for said loading of the repair workflow.
  - 17. The method of claim 16, further comprising receiving from a requestor a request to resolve an IT incident, determining whether the user has requestor has requisite authority to make the request, and rejecting the request if the requestor is determined not to have the requisite authority to make the request.
  - 18. The method of claim 15, further comprising moving the step to the selected transition'"'"'s destination, determining whether the selected transition'"'"'s destination is a return step, and if so, select a response of the return step as a response of the repair workflow.
  - 19. The method of claim 18, further comprising storing a record of the processing of the step in a repair history log.
  - 20. The method of claim 15, wherein the requestor is a selected one of a user and a program.
  - 24. An apparatus comprising:
    - a storage medium having a plurality of programming instructions stored in the storage medium, and adapted to enable the apparatus to perform the method set forth in claim 15;
      
      and one or more processors coupled to the storage medium to execute the programming instructions.

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Current Assignee
The Conundrum IP LLC (UiPath Inc.)
Original Assignee
Iconclude
Inventors
Gerber, Jeff

Granted Patent

US 7,610,512 B2
Time in Patent Office

Days
Field of Search
US Class Current

714/15
CPC Class Codes

G06F 11/0709   in a distributed system con...

G06F 11/0793   Remedial or corrective acti...

G06Q 10/06   Resources, workflows, human...

System and method for automated and assisted resolution of it incidents

First Claim

6 Assignments

0 Petitions

Accused Products

Abstract

41 Citations

24 Claims

Specification

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System and method for automated and assisted resolution of it incidents

First Claim

6 Assignments

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0 Petitions

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Accused Products

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Abstract

41 Citations

24 Claims

Specification

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Solutions

Use Cases

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