Incident detection and management
Systems and methods for detecting and managing incidents are disclosed. In one embodiment, a method for detecting an incident includes receiving issue data created for an issue tracking system; analyzing the received issue data over a predetermined interval; determining whether a potential incident has occurred based on the analysis; upon determining that a potential incident has occurred, creating an incident management assistant program; identifying one or more relevant users to communicate an alert to; and communicating the alert to the identified relevant users, the alert including a pointer to the incident management program.
1. A method for operating an incident detection system, the method comprising:
receiving a first issue of an issue tracking system, the first issue having a first set of descriptors including a first issue-creation descriptor corresponding to a creation of the first issue;
receiving a second issue of the issue tracking system, the second issue having a second set of descriptors including a second issue-creation descriptor corresponding to the creation of the first issue;
performing a similarity analysis between the first set of descriptors of the first issue and the second set of descriptors of the second issue;
performing a timing analysis based on the first issue-creation descriptor and the second issue-creation descriptor, wherein the timing analysis includes a determination of an issue reporting rate computed using at least the first issue and the second issue;
in response to the similarity analysis satisfying a first criteria and the timing analysis satisfying a second criteria, cause transmission of a potential incident communication to a predefined set of recipients;
cause display of a graphical user interface on a client device of a recipient of the predefined set of recipients, the graphical user interface including a list of unresolved incidents and a selectable control for creating a new incident; and
in response to a user selection of the selectable control, cause generation of an incident ticket corresponding to a potential incident of the potential incident communication.
2. The method of claim 1 , wherein in response to a user selection of a particular incident of the list of unresolved incidents, the method further comprises linking the first and second issues to the particular incident.
3. The method of claim 2 , wherein in response to the first and second issues being linked to the particular incident, a label is added to the first and second issues.
4. The method of claim 1 , wherein the graphical user interface includes a control for assigning a severity level to the new incident or to one or more incidents of the list of unresolved incidents.
5. The method of claim 1 , wherein the timing analysis includes an analysis of a timing interval related to the creation of the first issue and the creation of the second issue as compared to a predetermined interval criteria.
6. The method of claim 5 , wherein the predetermined interval criteria varies in response to one or more of: a time of day or a geographic location associated with the first issue or the second issue.
7. The method of claim 1 , wherein the similarity analysis includes an analysis of a first set of keywords extracted from the first set of descriptors with respect to a second set of keywords extracted from the second set of descriptors.
8. An incident detection system comprising:
a memory; and
a processor coupled to the memory and configured to execute executable instructions stored in the memory to:
perform a similarity analysis between a first set of descriptors of a first issue received by the system and a second set of descriptors of a second issue received by the system;
perform a timing analysis between a first issue-creation descriptor of the first issue and a second issue-creation descriptor of the second issue, wherein the timing analysis includes a determination of an issue reporting rate computed using at least the first issue and the second issue;
in response to the similarity analysis satisfying a first criteria and the timing analysis satisfying a second criteria, cause transmission of a potential incident communication to a predefined set of recipients;
cause display of a graphical user interface on a client device of a recipient of the predefined set of recipients, the graphical user interface including a list of current incidents and a selectable control for creating a new incident; and
in response to a user selection of the selectable control, cause generation of an incident ticket corresponding to a potential incident of the potential incident communication.
9. The incident detection system of claim 8 , wherein in response to a user selection of a particular incident of the list of current incidents, the first and second issues are linked to the particular incident by adding a label to the first and second issues in an issue tracking system.
10. The incident detection system of claim 8 , wherein the timing analysis includes an analysis of a number of related issues created within a timing interval period.
11. The incident detection system of claim 8 , wherein the similarity analysis includes an analysis of a first set of keywords extracted from the first set of descriptors of the first issue with respect to a second set of keywords extracted from the second set of descriptors of the second issue.
12. The incident detection system of claim 8 , wherein the first and second set of descriptors comprise:
an issue title descriptor;
an issue description descriptor; and
an application or service identifier descriptor.
13. The incident detection system of claim 8 , wherein in response to generating the incident ticket corresponding to the potential incident, a communication is transmitted to an incident management system.
14. The incident detection system of claim 8 , wherein the graphical user interface includes a control for assigning a priority to the new incident or to one or more incidents of a list of unresolved incidents.
15. A method for detecting incidents in response to issues, the method comprising:
performing a similarity analysis between a first set of descriptors of a first issue and a second set of descriptors of a second issue, the first and second issues generated at an issue tracking system and having first and second issue-creation descriptors, respectively, indicating a respective creation time;
performing a timing analysis based on the first issue-creation descriptor and the second issue-creation descriptor, wherein the timing analysis includes a determination of an issue reporting rate computed using at least the first issue and the second issue;
in response to the similarity analysis satisfying a first criteria and the timing analysis satisfying a second criteria, generate a potential incident;
cause display of a graphical user interface on a client device, the graphical user interface including a list of current incidents and a selectable control for creating a new incident; and
in response to a user selection of the selectable control, cause generation of an incident ticket corresponding to the potential incident.
16. The method of claim 15 , wherein in response to a user selection of a particular incident of the list of current incidents, the method further comprises linking the first and second issues to the incident ticket.
17. The method of claim 15 , wherein the timing analysis includes an analysis of a timing interval between creation of the first issue and the second issue with respect to a predetermined interval criteria.
18. The method of claim 15 , wherein the issue reporting rate is computed using a set of issues created within a predetermined time interval, the set of issues including the first issue and the second issue.
19. The method of claim 15 , wherein the similarity analysis includes an analysis of a first set of words extracted from the first set of descriptors of the first issue with respect to a second set of words extracted from the second set of descriptors of the second issue.
20. The method of claim 15 , wherein in response to generating the incident ticket corresponding to the potential incident, a communication is transmitted to an incident management system.