Patent ID: 11971779
Assignee: NETAPP, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 14:
15. An apparatus comprising: a memory containing machine readable medium comprising machine executable code having stored thereon instructions for an application programming interface (API) implementing a support module, the API presented to one or more computing devices and a storage system of a networked storage environment, the one or more computing devices configured to access one or more storage devices of the storage system via a network connection;
and a processor coupled to the memory to execute the machine executable code to: predict, by the support module, using a training model, a problem category for a support case indicating a problem associated with the networked storage environment based on a feature extracted from information included in the support case;
utilize, by the support module, the training model to identify a plurality of previously processed proximate support cases based on a comparison of a distance between the support case and the plurality of previously processed proximate support cases within a virtual space assigned to the predicted problem category to a configurable threshold distance value, the configurable threshold distance value varies based on a density of previously processed support cases around the support case and a total number of the previously processed support cases; determine, by the support module, relevance of each previously processed proximate support case to the support case from the training model based on P(E1∩E2)=P(E1)·P(E2), where E1 is a most recently used resolution code event of each identified proximate case, E2 is a most frequently used resolution code event for each identified proximate case, P(E1) is equal to a number of resolution codes that are less recent than a given resolution code divided by a total number of resolution codes within the assigned virtual problem space and P(E2) is equal to a number of resolution codes less frequent than a given resolution code divided by the total number of resolution codes within the assigned virtual problem space;
use the resolution code to resolve the support case by automatically modifying a configuration associated with a networked storage environment entity impacted by the problem;
and iteratively update, by the support module, the training model with the resolution code and resolution codes of new support cases received and resolved after the support case using the training model.