Cisco Technology, Inc.

Fifthplay Nv

John Baekelmans

Keith Sinclair

Erik De Kegel, Iii

Dean Mc Daniel

Thibaut Vos

A network based management system enables network devices installed at a customer's premises to be automatically monitored and managed for automated support services. Each network device includes a monitoring agent configured for generating a notification message based upon an event where device operations exceed prescribed monitored parameters. A troubleshooting resource at the customer premises requests selected device state attributes from the network device and that are forwarded to a data collection resource that serves as an interface to the manufacturer's back-end infrastructure. The troubleshooting system accesses databases that store the configuration information for the affected network device, and uses the configuration information for accessing problem/resolution information. The rules based troubleshooting system, upon correlating the databases for the problem/resolution information, provides a service notification message as a response to the event, and selectively includes the problem/resolution information for the network device.

Arrangement for automated fault detection and fault resolution of a network device

Techniques are provided for automated data collection and analysis, including steps of receiving a request for information about a device; constructing a command set, wherein the command set is a set of executable commands that indicate collection of data from the device and zero or more other devices; sending the command set to the device; receiving analysis results from an analysis engine, wherein the analysis results are based at least in part on a set of results received from the device and produced by executing the command set; and determining a set of solutions based on the analysis results. Techniques are also provided for automated data collection and analysis, including the steps of sending a request for information about a device; receiving a command set in response to the request, wherein the command set is a set of executable commands that indicate collection of data from the device and zero or more other devices; executing the command set; generating a result set based on the execution of the command set; sending the result set to an analysis engine as part of a second request for analysis of the result set; and receiving a solution to one or more problems discovered at least in part by the analysis engine.

Automated data collection and analysis

Each network device includes a monitoring agent configured for generating a notification message based upon an event where device operations exceed prescribed monitored parameters. A troubleshooting resource at the customer premises requests selected device state attributes from the network device and that are forwarded to a data collection resource that serves as an interface to the manufacturer's back-end infrastructure. The troubleshooting system accesses databases that store the configuration information for the affected network device, and uses the configuration information for accessing problem/resolution information. The rules based troubleshooting system, upon correlating the databases for the problem/resolution information, provides a service notification message as a response to the event, and selectively includes the problem/resolution information for the network device.

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Kontich, Belgium

John Baekelmans