Patent ID: 8924533

Claim:
An automated engine processor in a managed services system of a communications network operator configured to: receive an alarm as the result of a root cause analysis of a fault indication corresponding to a customer communications network; match contents of the alarm with defined automation rules, the automation rules determining how an event will be handled based on observed conditions; set a flag, based on customer preference, to determine whether to proceed with an automation process, wherein the flag is set to a first setting for continuing the automation process; otherwise, setting the flag to a second setting when no further action is to be performed on the alarm, wherein the automation process includes: creating a workflow event corresponding to the alarm and presenting the workflow event on a graphical user interface (GUI); waiting a selectable period of time, wherein the workflow event is continued if the alarm is still outstanding after the selectable period of time; otherwise, closing the workflow event and releasing the alarm, removing the workflow event from the GUI; generating a trouble ticket based on the alarm; monitoring status of the ticket for a predetermined time period after the ticket is either resolved, void, or closed, and re-opening the ticket when the alarm transitions from a clear state to an unclear state during the predetermined time period.