Patent ID: 9086960
Filing Date: 2015-07-21
Classification: G06F,G06Q

Abstract:
1. A method of consolidating problem tickets for a multi-tiered application, comprising: identifying a plurality of correlated virtual machines that are running one or more application components of the multi-tiered application; identifying problem reports generated by one or more of the plurality of correlated virtual machines and caused by a failure of a same single component of the multi-tiered application; consolidating the identified problem reports into a single ticket; and placing the single ticket into a ticket handling system, the consolidating comprising determining whether a problem associated with the identified problem reports exist as a problem entry associated with one or more of the plurality of correlated virtual machines and determining whether generation times of the problem reports are within a sensitivity time window with respect to the problem entry associated with one or more of the plurality of virtual machines, and in response to determining that the generation time of the problem report is within a sensitivity time window, identifying the single ticket associated with the problem entry and consolidating the problem associated with the problem reports into the single ticket, and in response to determining that the generation times of the problem reports are not within the sensitivity time window with respect to the problem entry, updating the problem entry with a new timestamp and information associated with the problem reports, and opening a new ticket associated with the updated problem entry.