Method and system providing automated support for cross-cloud hybridity services
Techniques disclosed herein manage and resolve incidents in hybridity manager applications, without the back-and-forth manual steps of the traditional software support lifecycle. In one embodiment, a virtual network operations center (NOC) with a centralized view of distributed, cross-cloud hybridity manager installations is responsible for tracking incident reports relating to hybridity managers and associated bugs, and the virtual NOC automatically publishes notifications of upgrade builds that fix the tracked bugs to the appropriate hybridity managers. When the same bug is encountered again with another hybridity manager instance, the virtual NOC may also publish an upgrade notification to the other hybridity manager instance, without requiring a support ticket to be filed, etc.
1. A computer-implemented method, comprising:
receiving, from a first hybridity manager in a first on-premise or cloud computing system of a hybrid cloud computing system, a first report of an incident;
submitting, to a support system:
information on the incident from the first report, and
troubleshooting logs received from the first on-premise or cloud computing system and one or more paired cloud or on-premise computing systems after the submitting of the information;
storing a mapping between an identifier (ID) of an issue associated with the incident and an ID of the first hybridity manager, wherein the association between the issue and the incident is determined by monitoring the support system after the submitting of the information and the troubleshooting logs;
responsive to a hybridity manager build being registered that is specified as fixing the issue, pushing a first upgrade notification to the first hybridity manager based, at least in part, on the stored mapping between the ID of the issue and the ID of the first hybridity manager.
2. The method of claim 1 , wherein the troubleshooting logs are received via the first hybridity manager in the first on-premise or cloud computing system and one or more other hybridity managers in the one or more paired cloud or on-premise computing systems.
3. The method of claim 2 , further comprising:
periodically receiving environment information via the first hybridity manager and the one or more other hybridity managers, wherein the received environment information includes at least one of infrastructure information, service level debugging or trend information, system information, information on build versions of the first hybridity manager and the one or more other hybridity managers, or information on build versions of interconnected components.
4. The method of claim 2 , wherein receiving the troubleshooting logs includes spawning jobs that include tasks executed by the first hybridity manager and the one or more other hybridity managers.
5. The method of claim 1 , further comprising:
submitting a support ticket specifying the incident to the support system;
storing a mapping of an ID of the support ticket to the ID of the first hybridity manager;
sending the ID of the support ticket to the first hybridity manager; and
determining the ID of the issue associated with the incident based, at least in part, on an association of the ID of the issue with the ID of the support ticket in the support system.
6. The method of claim 1 , wherein the registered hybridity manager build is specified as fixing the issue in metadata associated with the registered hybridity manager build.
7. The method of claim 1 , further comprising:
responsive to determining that another incident specified in a second report, which is received from a second hybridity manager in a second on-premise or cloud computing system, resolves into the same ID of the issue, pushing a second upgrade notification to the second hybridity manager.
8. The method of claim 1 , wherein the first report is entered by a user via a user interface used to report incidents across the on-premise and cloud computing systems in the hybrid cloud computing system.
9. The method of claim 1 , wherein the first hybridity manager is configured to, together with one or more other hybridity managers in the one or more paired cloud or on-premise computing systems, integrate virtualized computing resources provided by the first on-premise or cloud computing system with virtualized computing resources of the one or more paired cloud or on-premise computing systems.
10. A non-transitory computer-readable storage medium storing instructions, which when executed by a computer system, perform operations comprising:
receiving, from a first hybridity manager in a first on-premise or cloud computing system of a hybrid cloud computing system, a first report of an incident;
submitting, to a support system:
information on the incident from the first report, and
troubleshooting logs received from the first on-premise or cloud computing system and one or more paired cloud or on-premise computing systems after the submitting of the information;
storing a mapping between an identifier (ID) of an issue associated with the incident and an ID of the first hybridity manager, wherein the association between the issue and the incident is determined by monitoring the support system after the submitting of the information and the troubleshooting logs;
responsive to a hybridity manager build being registered that is specified as fixing the issue, pushing a first upgrade notification to the first hybridity manager based, at least in part, on the stored mapping between the ID of the issue and the ID of the first hybridity manager.
11. The computer-readable storage medium of claim 10 , wherein the troubleshooting logs are received via the first hybridity manager in the first on-premise or cloud computing system and one or more other hybridity managers in the one or more paired cloud or on-premise computing systems.
12. The computer-readable storage medium of claim 11 , the operations further comprising:
periodically receiving environment information via the first hybridity manager and the one or more other hybridity managers, wherein the receiving environment information includes at least one of infrastructure information, service level debugging or trend information, system information, information on build versions of the first hybridity manager and the one or more other hybridity managers, or information on build versions of interconnected components.
13. The computer-readable storage medium of claim 11 , wherein receiving the troubleshooting logs includes spawning jobs that include tasks executed by the first hybridity manager and the one or more other hybridity managers.
14. The computer-readable storage medium of claim 10 , the operations further comprising:
submitting a support ticket specifying the incident to the support system;
storing a mapping of an ID of the support ticket to the ID of the first hybridity manager;
sending the ID of the support ticket to the first hybridity manager; and
determining the ID of the issue assigned to the incident based, at least in part, on an association of the ID of the issue with the ID of the support ticket in the support system.
15. The computer-readable storage medium of claim 10 , wherein the registered hybridity manager build is specified as fixing the issue in metadata associated with the registered hybridity manager build.
16. The computer-readable storage medium of claim 10 , the operations further comprising:
responsive to determining that another incident specified in a second report, which is received from a second hybridity manager in a second on-premise or cloud computing system, resolves into the same ID of the issue, pushing a second upgrade notification to the second hybridity manager.
17. The computer-readable storage medium of claim 10 , wherein the first report is entered by a user via a user interface used to report incidents across the on-premise and cloud computing systems in the hybrid cloud computing system.
18. The computer-readable storage medium of claim 10 , wherein the first hybridity manager is configured to, together with one or more other hybridity managers in the one or more paired cloud or on-premise computing systems, integrate virtualized computing resources provided by the first on-premise or cloud computing system with virtualized computing resources of the one or more paired cloud or on-premise computing systems.
19. A system, comprising:
a processor; and
a memory, wherein the memory includes an application program configured to perform operations comprising:
receiving, from a first hybridity manager in a first on-premise or cloud computing system of a hybrid cloud computing system, a first report of an incident;
submitting, to a support system:
information on the incident from the first report, and
troubleshooting logs receiving from the first on-premise or cloud computing system and one or more paired cloud or on-premise computing systems after the submitting of the information;
storing a mapping between an identifier (ID) of an issue associated with the incident and an ID of the first hybridity manager, wherein the association between the issue and the incident is determined by monitoring the support system after the submitting of the information and the troubleshooting logs;
responsive to a hybridity manager build being registered that is specified as fixing the issue, pushing a first upgrade notification to the first hybridity manager based, at least in part, on the stored mapping between the ID of the issue and the ID of the first hybridity manager.