Method and system for automatically generating network trouble tickets
View Patent ↗A method and system for are provided for generating a ticketing report in a communications networking environment. The method includes receiving an alarm event that has a set of event attributes, which includes an event identifier; automatically evaluating the attributes against a set of ticketing rules; determining whether a ticketing report should be generated, and if so, then identifying one or more target ticketing systems; generating a ticketing message based on the alarm-event attributes and the identified one or more target ticketing system(s); routing the event to the target ticketing system, whereby the ticketing report can be automatically generated; receiving a ticket identifier that identifies the generated ticketing report; and associating the ticket identifier with the event identifier. The system includes an alarm-event manager, a ticketing engine coupled to the alarm-event manager, a ticketing router coupled to the ticketing engine and to one or more ticket-outputting systems, and a data structure coupled to the ticketing engine and containing a set of ticketing rules that define criteria to be met to automatically generating a ticketing report.
1. One or more computer-storage media having computer-usable instructions embodied thereon for performing a method of automatically generating an alarm ticketing report in a communications networking environment, the method comprising:
receiving an alarm event having one or more attributes, including an event identifier, wherein the alarm event is a message generated by a network device about said network device's operability;
determining if a ticketing report previously has been generated that is associated with the alarm event;
if no ticketing report associated with the alarm event previously has been generated, automatically referencing a set of ticketing rules from a first data structure:
without user intervention, evaluating the one or more attributes against the ticketing rules to determine whether a ticketing report should be generated;
if a ticketing report should be generated, then identifying a target ticketing system;
generating a ticketing message based on the alarm-event attributes and the target ticketing system; and
routing the event to the target ticketing system, whereby the ticketing report can be automatically generated.
2. The media of claim 1 , wherein the network device includes at least one of a physical component, a physical subcomponent, a logical component, and a logical subcomponent.
3. The media of claim 2 , wherein the ticketing rules define criteria to be met to have a ticketing report automatically generated.
4. The media of claim 3 , wherein identifying a target ticketing system includes receiving a target-ticketing-system identifier incident to evaluating the one or more attributes against the ticketing rules.
5. The media of claim 4 , wherein generating a ticketing message comprises formatting the ticketing message in a format that can be processed for the target ticketing system.
6. The media of claim 5 , wherein the ticketing message includes a set of ticketing data that can be used to generate the ticketing report, wherein the set of ticketing-data includes at least one of a timestamp of the alarm event, a number of alarm events generated by the network device, a frequency of alarm events generated by the device, and a duration of time during which the alarm event has been applicable.
7. The media of claim 6 , further comprising receiving a ticket identifier that identifies the generated ticketing report.
8. The media of claim 7 , further comprising associating the ticket identifier with the event identifier.
9. A method of generating a ticketing report in a communications networking environment, the method comprising:
receiving an alarm event having one or more attributes, including an event identifier, wherein the alarm event indicates information regarding the operability of a physical or logical component or subcomponent;
determining if a ticketing report previously has been generated that is associated with the alarm event;
if no ticketing report A associated with the alarm event previously has been generated, automatically evaluating the one or more attributes against a set of ticketing rules;
determining whether a ticketing report should be generated, and if so, then identifying one or more target ticketing systems;
generating a ticketing message based on the alarm-event attributes and the identified one or more target ticketing system(s);
routing the alarm event to the target ticketing system, whereby the ticketing report can be automatically generated;
receiving a ticket identifier that identifies the generated ticketing report; and
associating the ticket identifier with the event identifier.
10. The method of claim 9 , wherein the ticketing rules define criteria that must be met in order to automatically generate a ticketing report.
11. The method of claim 10 , wherein the ticketing message includes:
the event identifier;
a username identifier; and
a target-ticketing-system identifier.
12. The method of claim 11 , further comprising depicting on a display device the association between the event identifier and the ticket identifier.
13. An alarm-ticketing system comprising:
an alarm-event manager, wherein an alarm event indicates information regarding the operability of a physical or logical component or subcomponent;
a ticketing engine coupled to the alarm-event manager;
a ticketing router coupled to the ticketing engine and to one or more ticket-outputting systems; and
a data structure coupled to the ticketing engine and containing a set of ticketing rules that define criteria to be met to automatically generating a ticketing report if no ticketing-report associated with the alarm event previously has been generated.