Help desk ticket tracking integration with root cause analysis

摘要

Methods for automatically generating help desk tickets in response to detecting performance and/or availability issues that occur throughout multiple layers of a networked computing environment are described. In some embodiments, in response to detecting an alert corresponding with a performance issue affecting the networked computing environment, a root cause identification tool may aggregate a plurality of alarms from a plurality of performance management tools monitoring the networked computing environment, generate a failure graph associated with the performance issue, identify a first leaf node of the failure graph, determine a first remedy associated with the first leaf node, and automatically generate a help desk ticket corresponding with the first leaf node and the first remedy. The automatically generated help desk ticket may specify the failure associated with the first leaf node, the first remedy, a location associated with the first remedy, and an estimated time to fix the failure.

主权项

1. A method for integrating help desk ticket tracking with root cause analysis, comprising:
detecting an alert corresponding with a performance issue in a networked computing environment; aggregating data from a plurality of monitoring applications monitoring the networked computing environment; generating a failure graph based on the aggregated data, the failure graph comprises a plurality of nodes and a set of directed edges, each directed edge of the set of directed edges corresponds with a causal relationship between a pair of the plurality of nodes, the alert corresponds with a root node of the failure graph; detecting a second alert corresponding with a second performance issue within the networked computing environment, the alert corresponds with a first failure of a first application within the networked computing environment and the second alert corresponds with a second failure of a second application within the networked computing environment different from the first application; generating a second failure graph based on the aggregated data, the second alert corresponds with a root node of the second failure graph; identifying a common leaf node that is common to both the failure graph and the second failure graph, the common leaf node corresponds with a root cause of the performance issue; determining a first remedy associated with the common leaf node; and automatically generating a help desk ticket corresponding with the common leaf node and the first remedy in response to detecting the alert and the second alert.