Proactive outage detection based on user-reported issues
An outage detection system identifies a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident; determines whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and, if so, associates the candidate outage incident with the prior candidate outage incidents, and identifies the candidate outage incident and the associated prior candidate outage incidents as relating to an outage.
1. One or more non-transitory computer-readable media storing instructions for detecting outages in one or more objects, wherein each object is accessible by one or more users of a customer, wherein the instructions, when executed by one or more computing devices, cause at least one of the one or more computing devices to:
identify a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident;
determine whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and
if so, associate the candidate outage incident with the prior candidate outage incidents, identify an outage relating to the candidate outage incident and the associated prior candidate outage incidents, and provide information for presentation to the first user and the other users to inform them of resolution of the candidate outage incident and the prior candidate outage incidents, respectively,
wherein the one or more objects is one or more physical objects or software, and at least one of the candidate outage incidents relating to the identified outage is resolved.
2. The one or more non-transitory computer-readable media of claim 1 , wherein identifying an outage is based at least in part upon a time difference between (a) receiving the input from the first user concerning the reported incident and (b) receiving inputs from the other users concerning the prior candidate outage incidents.
3. The one or more non-transitory computer-readable media of claim 1 , wherein the input is a natural language phrase.
4. The one or more non-transitory computer-readable media of claim 1 , storing at least one instruction that, when executed by one or more computing devices, causes at least one of the one or more computing devices to identify the identified reported incident as a global outage incident or a local outage incident.
5. The one or more non-transitory computer-readable media of claim 1 , storing at least one instruction that, when executed by one or more computing devices, causes at least one of the one or more computing devices to inform an IT service agent associated with the customer that the associated candidate outage incident is associated with the prior candidate outage incidents.
6. The one or more non-transitory computer-readable media of claim 1 , storing at least one instruction that, when executed by one or more computing devices, causes at least one of the one or more computing devices to close an outage record for the candidate outage incident and the prior candidate outage incidents upon resolution of any of the prior candidate outage incidents.
7. The one or more non-transitory computer-readable media of claim 1 , storing at least one instruction that, when executed by one or more computing devices, causes at least one of the one or more computing devices to close an outage record for the candidate outage incident and the prior candidate outage incidents upon resolution of the prior candidate outage incident first reported (in time) by one of the other users.
8. A computer-implemented method for detecting outages in one or more objects, wherein each object is accessible by one or more users of a customer, the method comprising:
identifying a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident;
determining, by a processor, whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and
if so, (a) associating, by a processor, the candidate outage incident with the prior candidate outage incidents, (b) identifying an outage relating to the candidate outage incident and the associated prior candidate outage incidents, and (c) providing information for presentation to the first user and the other users to inform them of resolution of the candidate outage incident and the prior candidate outage incidents, respectively,
wherein the one or more objects is one or more physical objects or software, and at least one of the candidate outage incidents relating to the identified outage is resolved.
9. The method of claim 8 , wherein identifying an outage is based at least in part upon a time difference between (a) receiving the input from the first user concerning the reported incident and (b) receiving inputs from the other users concerning the prior candidate outage incidents.
10. The method of claim 8 , wherein the input is a natural language phrase.
11. The method of claim 8 , further comprising identifying the identified reported incident as a global outage incident or a local outage incident.
12. The method of claim 8 , further comprising informing an IT service agent associated with the customer that the associated candidate outage incident is associated with the prior candidate outage incidents.
13. The method of claim 8 , further comprising closing an outage record for the candidate outage incident and the associated prior candidate outage incidents upon resolution of any of the prior candidate outage incidents.
14. A system for detecting outages in one or more objects wherein each object is accessible by one or more users of a customer, the system comprising:
one or more memories storing instructions;
one or more processors coupled to at least one of the one or more memories for executing instructions to cause the system to:
identify a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident;
determine whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and
if so, associate the candidate outage incident with the prior candidate outage incidents, identify an outage relating to the candidate outage incident and the associated prior candidate outage incidents, and close an outage record for the candidate outage incident and the prior candidate outage incidents upon resolution of any of the prior candidate outage incidents,
wherein the one or more objects is one or more physical objects or software, and at least one of the candidate outage incidents relating to the identified outage is resolved.
15. The system of claim 14 , wherein identifying an outage is based at least in part upon a time difference between (a) receiving the input from the first user concerning the reported incident and (b) receiving inputs from the other users concerning the prior candidate outage incidents.
16. The system of claim 14 , wherein the input is a natural language phrase.
17. The system of claim 14 , at least one of the one or more memories storing at least one instruction to cause the system to identify the identified reported incident as a global outage incident or a local outage incident.
18. The system of claim 14 , at least one of the one or more memories storing at least one instruction to cause the system to inform an IT service agent associated with the customer that the associated candidate outage incident is associated with the prior candidate outage incidents.