公开(公告)号：US08301613B2

公开(公告)日：2012-10-30

申请号：US12885705

申请日：2010-09-20

申请人： Genady Grabarnik ,  Gabriela P. Marcu ,  Larisa Shwartz ,  Christopher Ward

发明人： Genady Grabarnik ,  Gabriela P. Marcu ,  Larisa Shwartz ,  Christopher Ward

IPC分类号： G06F17/30

CPC分类号： G06Q10/103

摘要： Disclosed is a method, system and a computer program for correlating an incident service ticket with an incident resource ticket. The method includes, in response to a creation of an incident service ticket in a certain service category; searching with a data processor for open incident resource tickets of the same or similar category; searching with the data processor based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items and, if both searches succeed, searching with the data processor found incident resource tickets ordered by time using found critical configuration items and, if a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket. The exemplary embodiments further provide that, if both searches do not succeed, or if a match is not found, obtaining input from a dependency tree for the business service configuration items and if no related service configuration items for the service category are identified then concluding the performance of the method, otherwise searching with the data processor found incident resource tickets ordered by time using found related service configuration items. If no associated resource tickets are available then the method performs constraint adaptive probing of resources determined from the dependency tree to attempt to generate at least one corresponding resource ticket, and to search on any corresponding resource tickets that are generated for related configuration items.

摘要翻译： 公开了一种用于将事件服务票据与事件资源票据相关联的方法，系统和计算机程序。 所述方法包括响应于在特定服务类别中创建事件服务票据; 用数据处理器搜索相同或类似类别的公开事件资源门票; 基于用于在业务服务配置项中定义的相应关键配置项的一组相似性规则来搜索数据处理器，并且如果两个搜索都成功，则使用发现的关键配置项目，使用数据处理器搜索由时间排序的事件资源票据，并且如果 发现一个匹配，声明事件服务票与匹配的事件资源票相关联。 示例性实施例进一步规定，如果两个搜索不成功，或者如果没有找到匹配，则从业务服务配置项的依赖关系树获取输入，并且如果没有识别出用于服务类别的相关服务配置项，则得出 执行该方法，否则用数据处理器查找发现事件资源票据按时间排序发现相关服务配置项。 如果没有关联的资源票据可用，则该方法执行从依赖关系树确定的资源的约束自适应探测，以尝试生成至少一个对应的资源票据，并搜索针对相关配置项生成的任何相应的资源票据。

公开(公告)号：US20110295898A1

公开(公告)日：2011-12-01

申请号：US12885705

申请日：2010-09-20

申请人： Genady Grabarnik ,  Gabriela P. Marcu ,  Larisa Shwartz ,  Christopher Ward

发明人： Genady Grabarnik ,  Gabriela P. Marcu ,  Larisa Shwartz ,  Christopher Ward

IPC分类号： G06F17/30

CPC分类号： G06Q10/103

摘要： Disclosed is a method, system and a computer program for correlating an incident service ticket with an incident resource ticket. The method includes, in response to a creation of an incident service ticket in a certain service category; searching with a data processor for open incident resource tickets of the same or similar category; searching with the data processor based on a set of similarity rules for corresponding critical configuration items defined in business service configuration items and, if both searches succeed, searching with the data processor found incident resource tickets ordered by time using found critical configuration items and, if a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket. The exemplary embodiments further provide that, if both searches do not succeed, or if a match is not found, obtaining input from a dependency tree for the business service configuration items and if no related service configuration items for the service category are identified then concluding the performance of the method, otherwise searching with the data processor found incident resource tickets ordered by time using found related service configuration items. If no associated resource tickets are available then the method performs constraint adaptive probing of resources determined from the dependency tree to attempt to generate at least one corresponding resource ticket, and to search on any corresponding resource tickets that are generated for related configuration items.

摘要翻译： 公开了一种用于将事件服务票据与事件资源票据相关联的方法，系统和计算机程序。 所述方法包括响应于在特定服务类别中创建事件服务票据; 用数据处理器搜索相同或类似类别的公开事件资源门票; 基于用于在业务服务配置项中定义的相应关键配置项的一组相似性规则来搜索数据处理器，并且如果两个搜索都成功，则使用发现的关键配置项目，使用数据处理器搜索由时间排序的事件资源票据，并且如果 发现一个匹配，声明事件服务票与匹配的事件资源票相关联。 示例性实施例进一步规定，如果两个搜索不成功，或者如果没有找到匹配，则从业务服务配置项的依赖关系树获取输入，并且如果没有识别出用于服务类别的相关服务配置项，则得出 执行该方法，否则用数据处理器查找发现事件资源票据按时间排序发现相关服务配置项。 如果没有关联的资源票据可用，则该方法执行从依赖关系树确定的资源的约束自适应探测，以尝试生成至少一个对应的资源票据，并搜索针对相关配置项生成的任何相应的资源票据。