Leveraging Social Media to Assist in Troubleshooting

摘要

Methods, systems, and articles of manufacture for leveraging social media to assist in troubleshooting are provided herein. A method includes extracting user-generated information pertaining to multiple failure scenarios from at least one social media data source; determining one or more causality relationships between a set of log entries associated with the multiple failure scenarios and the extracted user-generated information; identifying a similarity between the one or more determined causality relationships and information contained within a user query; and providing guidance to the user regarding resolving and/or obviating a failure associated with the user query based on said identified similarity.

主权项

1. A method comprising:
extracting user-generated information pertaining to multiple failure scenarios from at least one social media data source; determining one or more causality relationships between a set of log entries associated with the multiple failure scenarios and the extracted user-generated information; identifying a similarity between the one or more determined causality relationships and information contained within a user query; and providing guidance to the user regarding resolving and/or obviating one or more failures associated with the user query based on said identified similarity, wherein said guidance comprises multiple alerts associated with multiple failures, and wherein said providing comprises:
prioritizing said multiple alerts based on (i) a computed severity of each of the multiple failures, (ii) an expected lead time to failure associated with each of the multiple failures, and (iii) a computed confidence value associated with each of the one or more determined causality relationships; wherein at least one of said extracting, said determining, said identifying and said providing is carried out by a computing device.