Patent Application
20250138929
The present disclosure relates to methods, apparatus, and products for prioritization of call home data.
According to embodiments of the present disclosure, various methods, apparatus and products for prioritization of call home data are described herein. In some aspects, prioritization of call home data includes receiving problem analysis data associated with a defect of a computing system. A priority value of the problem analysis data is determined based on usage data of previous problem analysis data associated with the defect, a size of the problem analysis data, and a confidence score associated with the previous problem analysis data. The problem analysis data is determined to be included in a data collection based on the priority value. The problem analysis data is stored in the data collection.
Problem analysis data is used for identifying and correcting defects, such as software or hardware errors, which may arise related to a service or other programs provided by a computing system. The problem analysis data includes information related to identifying a cause of the defect such as files created or accessed during providing of the service, and is often collected at the computing system by one or more agents during execution of the service or program. For defects that are not readily repairable locally at the computing system, the problem analysis data is often transmitted to a service provider associated with the computing system for further analysis, referred to as a “call home” communication. The service provider may then determine steps necessary for correcting the defect and either communicate the steps to a customer associated with the computing system or perform the steps remotely to correct the defect.
The problem analysis data is often collected in a primary debug file that often has a limited file size. The problem analysis data is often manually ranked according to a priority (e.g., a high, medium, or low priority), and only the higher priority is placed in the primary debug file due to the file size constraints. In cases in which the amount of data collected once compressed is larger than the limit, data is often placed in the file from smallest to largest. Any data not included in the primary debug file is often found in a separate file including all of the problem analysis data. However, if this additional data is required by the service provider for determining the cause of the defect, a “more information” request from the service provider is required to retrieve the additional information from the computing system.
When a “more information” request by the service provider is necessary additional support cost by the service provider and customer downtime is incurred while the service provider determines the problem and remedies required to resolve the defect. Current approaches can cause important problem analysis data to be omitted. In some cases, large data dumps can cause other crucial high priority information to be omitted.
Various embodiments provide for prioritization of call home data, such as problem analysis data, to provide for more accurate identification of information that needs to be collected to resolve defects in a service or program provided by the computing system. As a result, various embodiments minimize or eliminate the need to send “more information” requests by the service provider to resolve a defect. In addition, often data is pruned or deleted after a period of time has elapsed. If too much time has passed since collection for the problem analysis data to be retrievable by a “more information” request, the prioritized data collection described with respect to various embodiments allow for prevention of such data loss that could be critical for use in solving a problem.
In one or more embodiments, a computing system collects problem analysis data associated with a service provided by the computing system during execution of the service. Upon occurrence of a defect, such as software error, associated with the service, the computing system receives the problem analysis data associated with the defect usage, and determines a priority value of the problem analysis data. In particular embodiments, the computing system determines the priority of the problem analysis data associated with the defect based on usage data of previous problem analysis data associated with the defect, a size of the problem analysis data, and a confidence score associated with the previous problem analysis data. In particular embodiments, the usage data includes a frequency of access of a particular file or other data during previous analysis of the defect. The computing system calculates the confidence score associated with the previous problem analysis data based on the amount of time necessary to resolve the defect, and/or whether the defect was resolved with the data collected or additional information was needed via a “more information” request. For example, a higher amount of time necessary to resolve the defect may result in a higher confidence score, whereas a lower amount of time necessary to resolve the defect may result in a lower confidence score. In another example, the necessity to send a “more information” request may result in a lower confidence score and vice versa. The computing system determines whether to include the problem analysis data in a data collection based on the priority value, and stores the problem analysis data in the data collection if the priority value indicates that the problem analysis data is to be included in the data collection.
Computer 101 may take the form of a desktop computer, laptop computer, tablet computer, smart phone, smart watch or other wearable computer, mainframe computer, quantum computer or any other form of computer or mobile device now known or to be developed in the future that is capable of running a program, accessing a network or querying a database, such as remote database 130. As is well understood in the art of computer technology, and depending upon the technology, performance of a computer-implemented method may be distributed among multiple computers and/or between multiple locations. On the other hand, in this presentation of computing environment 100, detailed discussion is focused on a single computer, specifically computer 101, to keep the presentation as simple as possible. Computer 101 may be located in a cloud, even though it is not shown in a cloud in
Processor set 110 includes one, or more, computer processors of any type now known or to be developed in the future. Such computer processors as well as graphic processors, accelerators, coprocessors, and the like are sometimes referred to herein as a processing device. A processing device and a memory operatively coupled to the processing device are sometimes referred to herein as an apparatus. Processing circuitry 120 may be distributed over multiple packages, for example, multiple, coordinated integrated circuit chips. Processing circuitry 120 may implement multiple processor threads and/or multiple processor cores. Cache 121 is memory that is located in the processor chip package(s) and is typically used for data or code that should be available for rapid access by the threads or cores running on processor set 110. Cache memories are typically organized into multiple levels depending upon relative proximity to the processing circuitry. Alternatively, some, or all, of the cache for the processor set may be located “off chip.” In some computing environments, processor set 110 may be designed for working with qubits and performing quantum computing.
Computer readable program instructions are typically loaded onto computer 101 to cause a series of operational steps to be performed by processor set 110 of computer 101 and thereby effect a computer-implemented method, such that the instructions thus executed will instantiate the methods specified in flowcharts and/or narrative descriptions of computer-implemented methods included in this document. These computer readable program instructions are stored in various types of computer readable storage media, such as cache 121 and the other storage media discussed below. The program instructions, and associated data, are accessed by processor set 110 to control and direct performance of the computer-implemented methods. In computing environment 100, at least some of the instructions for performing the computer-implemented methods may be stored in module 107 in persistent storage 113.
Communication fabric 111 is the signal conduction path that allows the various components of computer 101 to communicate with each other. Typically, this fabric is made of switches and electrically conductive paths, such as the switches and electrically conductive paths that make up buses, bridges, physical input/output ports and the like. Other types of signal communication paths may be used, such as fiber optic communication paths and/or wireless communication paths.
Volatile memory 112 is any type of volatile memory now known or to be developed in the future. Examples include dynamic type random access memory (RAM) or static type RAM. Typically, volatile memory 112 is characterized by random access, but this is not required unless affirmatively indicated. In computer 101, the volatile memory 112 is located in a single package and is internal to computer 101, but, alternatively or additionally, the volatile memory may be distributed over multiple packages and/or located externally with respect to computer 101.
Persistent storage 113 is any form of non-volatile storage for computers that is now known or to be developed in the future. The non-volatility of this storage means that the stored data is maintained regardless of whether power is being supplied to computer 101 and/or directly to persistent storage 113. Persistent storage 113 may be a read only memory (ROM), but typically at least a portion of the persistent storage allows writing of data, deletion of data and re-writing of data. Some familiar forms of persistent storage include magnetic disks and solid state storage devices. Operating system 122 may take several forms, such as various known proprietary operating systems or open source Portable Operating System Interface-type operating systems that employ a kernel. The code included in module 107 typically includes at least some of the computer code involved in performing the computer-implemented methods described herein.
Peripheral device set 114 includes the set of peripheral devices of computer 101. Data communication connections between the peripheral devices and the other components of computer 101 may be implemented in various ways, such as Bluetooth connections, Near-Field Communication (NFC) connections, connections made by cables (such as universal serial bus (USB) type cables), insertion-type connections (for example, secure digital (SD) card), connections made through local area communication networks and even connections made through wide area networks such as the internet. In various embodiments, UI device set 123 may include components such as a display screen, speaker, microphone, wearable devices (such as goggles and smart watches), keyboard, mouse, printer, touchpad, game controllers, and haptic devices. Storage 124 is external storage, such as an external hard drive, or insertable storage, such as an SD card. Storage 124 may be persistent and/or volatile. In some embodiments, storage 124 may take the form of a quantum computing storage device for storing data in the form of qubits. In embodiments where computer 101 is required to have a large amount of storage (for example, where computer 101 locally stores and manages a large database), this storage may be provided by peripheral storage devices designed for storing very large amounts of data, such as a storage area network (SAN) that is shared by multiple, geographically distributed computers. IoT sensor set 125 is made up of sensors that can be used in Internet of Things applications. For example, one sensor may be a thermometer and another sensor may be a motion detector.
Network module 115 is the collection of computer software, hardware, and firmware that allows computer 101 to communicate with other computers through WAN 102. Network module 115 may include hardware, such as modems or Wi-Fi signal transceivers, software for packetizing and/or de-packetizing data for communication network transmission, and/or web browser software for communicating data over the internet. In some embodiments, network control functions and network forwarding functions of network module 115 are performed on the same physical hardware device. In other embodiments (for example, embodiments that utilize software-defined networking (SDN)), the control functions and the forwarding functions of network module 115 are performed on physically separate devices, such that the control functions manage several different network hardware devices. Computer readable program instructions for performing the computer-implemented methods can typically be downloaded to computer 101 from an external computer or external storage device through a network adapter card or network interface included in network module 115.
WAN 102 is any wide area network (for example, the internet) capable of communicating computer data over non-local distances by any technology for communicating computer data, now known or to be developed in the future. In some embodiments, the WAN 102 may be replaced and/or supplemented by local area networks (LANs) designed to communicate data between devices located in a local area, such as a Wi-Fi network. The WAN and/or LANs typically include computer hardware such as copper transmission cables, optical transmission fibers, wireless transmission, routers, firewalls, switches, gateway computers and edge servers.
End user device (EUD) 103 is any computer system that is used and controlled by an end user (for example, a customer of an enterprise that operates computer 101), and may take any of the forms discussed above in connection with computer 101. EUD 103 typically receives helpful and useful data from the operations of computer 101. For example, in a hypothetical case where computer 101 is designed to provide a recommendation to an end user, this recommendation would typically be communicated from network module 115 of computer 101 through WAN 102 to EUD 103. In this way, EUD 103 can display, or otherwise present, the recommendation to an end user. In some embodiments, EUD 103 may be a client device, such as thin client, heavy client, mainframe computer, desktop computer and so on.
Remote server 104 is any computer system that serves at least some data and/or functionality to computer 101. Remote server 104 may be controlled and used by the same entity that operates computer 101. Remote server 104 represents the machine(s) that collect and store helpful and useful data for use by other computers, such as computer 101. For example, in a hypothetical case where computer 101 is designed and programmed to provide a recommendation based on historical data, then this historical data may be provided to computer 101 from remote database 130 of remote server 104.
Public cloud 105 is any computer system available for use by multiple entities that provides on-demand availability of computer system resources and/or other computer capabilities, especially data storage (cloud storage) and computing power, without direct active management by the user. Cloud computing typically leverages sharing of resources to achieve coherence and economies of scale. The direct and active management of the computing resources of public cloud 105 is performed by the computer hardware and/or software of cloud orchestration module 141. The computing resources provided by public cloud 105 are typically implemented by virtual computing environments that run on various computers making up the computers of host physical machine set 142, which is the universe of physical computers in and/or available to public cloud 105. The virtual computing environments (VCEs) typically take the form of virtual machines from virtual machine set 143 and/or containers from container set 144. It is understood that these VCEs may be stored as images and may be transferred among and between the various physical machine hosts, either as images or after instantiation of the VCE. Cloud orchestration module 141 manages the transfer and storage of images, deploys new instantiations of VCEs and manages active instantiations of VCE deployments. Gateway 140 is the collection of computer software, hardware, and firmware that allows public cloud 105 to communicate through WAN 102.
Some further explanation of virtualized computing environments (VCEs) will now be provided. VCEs can be stored as “images.” A new active instance of the VCE can be instantiated from the image. Two familiar types of VCEs are virtual machines and containers. A container is a VCE that uses operating-system-level virtualization. This refers to an operating system feature in which the kernel allows the existence of multiple isolated user-space instances, called containers. These isolated user-space instances typically behave as real computers from the point of view of programs running in them. A computer program running on an ordinary operating system can utilize all resources of that computer, such as connected devices, files and folders, network shares, CPU power, and quantifiable hardware capabilities. However, programs running inside a container can only use the contents of the container and devices assigned to the container, a feature which is known as containerization.
Private cloud 106 is similar to public cloud 105, except that the computing resources are only available for use by a single enterprise. While private cloud 106 is depicted as being in communication with WAN 102, in other embodiments a private cloud may be disconnected from the internet entirely and only accessible through a local/private network. A hybrid cloud is a composition of multiple clouds of different types (for example, private, community or public cloud types), often respectively implemented by different vendors. Each of the multiple clouds remains a separate and discrete entity, but the larger hybrid cloud architecture is bound together by standardized or proprietary technology that enables orchestration, management, and/or data/application portability between the multiple constituent clouds. In this embodiment, public cloud 105 and private cloud 106 are both part of a larger hybrid cloud.
Referring now to
The computing environment 200 further includes a server 216 in communication with the computing system 202 via a network 214. In a particular embodiment, the server 216 is associated with a service provider of the one or more services 204. In one or more embodiments, the computing system 202 is configured to transmit the debug data file 212 to the server 216 for analysis to determine a cause of the defect.
Referring now to
The computing system determines 308 a size of the program analysis data associated with the defect and calculates 310 a confidence score associated with the previous problem analysis data. In one or more embodiments, the confidence score is representative of a degree of confidence that the problem analysis data is useful for resolving the defect. In a particular embodiment, the confidence score is determined based upon an amount of time necessary to resolve the defect. For example, a higher amount of time necessary to resolve the defect may result in a higher confidence score as representative of a greater amount of effort utilized to resolve the error using the previous problem analysis data. In contrast, a lower amount of time necessary to resolve the defect may result in a lower confidence score. In another example, whether a “more information” request was received from the server 216 may be used to determine the confidence score. If no “more information” request was needed to resolve the previous defect, the problem analysis data may be given a higher confidence score representative of the problem analysis data being sufficient to resolve the defect. In contrast, of a “more information” request was necessary, the previous problem analysis data may be given a lower confidence score representative of the previous problem analysis data being insufficient to resolve the defect.
Referring now to
Based on a determination that the problem analysis data is to be included in the data collection, the computing system 202 stores 316 the problem analysis data in the data collection. In a particular embodiment, the data collection includes the debug data file 212. The computing system sends 316 the data collection to the server 216 within call home data 318. The server 216 receives 320 the data collection. A resolution to the defect is determined 322 based on the data collection. In a particular embodiment, the resolution to the defect is determined by users associated with the service provider utilizing the data collection. In another particular embodiment, the resolution to the defect is determined by the server 216 based on the data collection.
Referring now to
In particular embodiments, the process further includes calculating the confidence score associated with the previous problem analysis data based on an amount of time necessary to resolve the defect. In other particular embodiments, the process further includes calculating the confidence score associated with the previous problem analysis data based on whether additional problem analysis data was requested to resolve the defect.
The computing system 202 determines 406 to include the problem analysis data in a data collection based on the priority value. In a particular embodiment, the data collection comprises a debug data file. The computing system 202 stores 408 the problem analysis data in the data collection based on a determination that the problem analysis data is to be included in the data collection based on the priority value.
Referring now to
In the example process of
Various aspects of the present disclosure are described by narrative text, flowcharts, block diagrams of computer systems and/or block diagrams of the machine logic included in computer program product (CPP) embodiments. With respect to any flowcharts, depending upon the technology involved, the operations can be performed in a different order than what is shown in a given flowchart. For example, again depending upon the technology involved, two operations shown in successive flowchart blocks may be performed in reverse order, as a single integrated step, concurrently, or in a manner at least partially overlapping in time.
A computer program product embodiment (“CPP embodiment” or “CPP”) is a term used in the present disclosure to describe any set of one, or more, storage media (also called “mediums”) collectively included in a set of one, or more, storage devices that collectively include machine readable code corresponding to instructions and/or data for performing computer operations specified in a given CPP claim. A “storage device” is any tangible device that can retain and store instructions for use by a computer processor. Without limitation, the computer readable storage medium may be an electronic storage medium, a magnetic storage medium, an optical storage medium, an electromagnetic storage medium, a semiconductor storage medium, a mechanical storage medium, or any suitable combination of the foregoing. Some known types of storage devices that include these mediums include: diskette, hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or Flash memory), static random access memory (SRAM), compact disc read-only memory (CD-ROM), digital versatile disk (DVD), memory stick, floppy disk, mechanically encoded device (such as punch cards or pits/lands formed in a major surface of a disc) or any suitable combination of the foregoing. A computer readable storage medium, as that term is used in the present disclosure, is not to be construed as storage in the form of transitory signals per se, such as radio waves or other freely propagating electromagnetic waves, electromagnetic waves propagating through a waveguide, light pulses passing through a fiber optic cable, electrical signals communicated through a wire, and/or other transmission media. As will be understood by those of skill in the art, data is typically moved at some occasional points in time during normal operations of a storage device, such as during access, de-fragmentation or garbage collection, but this does not render the storage device as transitory because the data is not transitory while it is stored.
The descriptions of the various embodiments of the present disclosure have been presented for purposes of illustration, but are not intended to be exhaustive or limited to the embodiments disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art without departing from the scope and spirit of the described embodiments. The terminology used herein was chosen to best explain the principles of the embodiments, the practical application or technical improvement over technologies found in the marketplace, or to enable others of ordinary skill in the art to understand the embodiments disclosed herein.
