International Business Machines Corporation

James A Riosa

Andrew D Naiberg

Rhonda L Childress

Eric Michael Anderson

Sandra Juni Schlosser

Kenneth M Becker

The 'Multiple Problem Ticket Creation Tool' (MPTCT) creates problem tickets on a network connected by an enterprise services bus having servers on the network with different problem ticketing systems. The MPTCT receives an original problem ticket, converts the original problem ticket to an XML or other format, determines which problem ticketing system is responsible for fixing the problem, determines which problem ticketing system are affected by the problem, creates an authoritative ticket on the responsible problem ticketing system, creates an informational ticket on every ticketing system affected by the problem, maps a tracking number between the original problem ticket and the related problem tickets created on other problem ticketing systems, tracks callbacks from each problem ticketing system, updates each related problem ticket with the callback information, and closes each related informational problem ticket and the original problem ticket when the authoritative problem ticket is closed.

System and method of managing events on multiple problem ticketing system

An automated method and system for the implementation of a hierarchical event relationship network for correlation analysis in a distributed computing environment in which events are defined based on a connected graph model. Event handling information for each event type to be monitored is used to customize a plurality of rule templates for each type within an event source, where the event source is a hardware component, an application software component or an operating system platform. A plurality of event relationship network rules are verified to ensure they do not violate an event protocol. A hierarchical class definition and naming structure is generated from the plurality of event relationship network rules for each event source. Event management rules are then generated automatically for each event type from the event relationship network rules and the rule templates. The event management rules are loaded into a rule-based event manager. The performance of the rule-based event manager is then monitored.

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Wiarton, Canada

James A Riosa