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    • 15. 发明申请
    • System and method for root cause linking of trouble tickets
    • 根本原因的系统和方法导致故障单连接
    • US20050097396A1
    • 2005-05-05
    • US10689500
    • 2003-10-20
    • Douglas Wood
    • Douglas Wood
    • G06F11/00G06F11/25
    • G06F11/2252
    • A system and method for providing an accurate root cause failure by linking user incident reports to the root cause failure in a diagnostic database that reflects the system's current configuration. The system is pre-populated with pre-identified symptoms that are associated with assets in the system. The pre-identified symptoms are inactive until actual failures with assets are detected by a monitoring application. After the pre-identified symptoms become active, they are presented to service representatives who also answer calls from users. The activated pre-identified symptoms are used to assist the service representatives to solve problems observed by the users.
    • 通过将用户事件报告与反映系统当前配置的诊断数据库中的根本原因故障相关联来提供准确的根本原因故障的系统和方法。 系统预先填充与系统中的资产相关联的预先识别的症状。 预先识别的症状是无效的,直到监测应用程序检测到具有资产的实际故障。 在预先识别的症状变得活跃之后,它们被呈现给也从用户接听电话的服务代表。 激活的预先识别的症状用于协助服务代表解决用户观察到的问题。