Sap Ag

Sap Se

Tilmann Haeberle

Thomas Schneider

Juergen Sattler

Roman A Rapp

Berthold Wocher

Herbert Stegmueller

Olena Kushakovska

Jean-Pierre Djamdji

Constantin Savu

Lilia Kotchanovskaia

Karolin Laicher

Uta Prigge

Sebastian Pulkowski

Jens Berger

Dorothea Hoefler

Jan Jansen

Juergen Subat

Alexander Gerber

Andreas Reischmann

Felix Fischer

Badri Narayan

Premchand Nutakki

Zoltan Nagy

Yannick Ulmrich

The present disclosure relates to computer-implemented methods, software, and systems for obtaining incoming alerts associated with tickets generated for health status issues identified by applications for central components of a cloud platform environment. The obtained incoming alerts are aggregated to determine a root cause ticket. A set of incoming alerts is associated with a first central component running at a first data center from one or more data centers of the cloud platform environment. The set of incoming alerts are generated based on a set of tickets logged at a first ticketing system of the first data center by one or more applications running on the first data center. A root cause ticket is generated to combine the set of tickets corresponding to the set of incoming alerts, and the root cause ticket identifies the first central component as associated with a first health status issue.

Alert aggregation and health issues processing in a cloud environment

The present disclosure describes methods, systems, and computer program products for managing incident reports can include receiving alert messages from multiple tenants and aggregating the alert messages into a reduced, correlated incident reports. For example, the method includes receiving, from a number of tenants, alert reports that represent at least one system alert incident associated with the tenants. The alert reports can be collected and analyzed for duplicate reports. The analysis for duplicate reports can include identifying a number of duplicate alert reports and correlating each identified duplicate alert reports into a correlated incident report. The correlated incident report can be aggregated into a summarized incident report for processing.

Managing incident reports

User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.

Generating contextual support requests

Methods, systems, and apparatus, including computer program products, for implementing a software architecture design for a software application implementing embedded support. The application is structured as multiple process components interacting with each other through service interfaces, and multiple service operations, each being implemented for a respective process component. The process components include, for example, a Support Request Processing process component that handles a request reflecting the initial inquiry to clarify and solve an incident during the operations of an IT system and a Software Problem Reporting process component that handles the collection and reporting of context data in the IT system.

Architectural design for embedded support application software

A search middleware may be used to receive search requests regarding a software incident associated with a software application. The search requests may be populated with attribute values determined based on context data associated with the software application and collected in association with the software incident. The search requests may be dispatched to a subset of a plurality of solution repositories, even if the solution repositories have different interfaces and/or search technologies. The resulting solution documents retrieved from the solution repositories may be compiled for presentation on a solution search interface.

Solution search for software support

This disclosure describes software for supporting an application. In one aspect, software for supporting a business application receives error and dynamic context information from a remote business application in response to an incident. The dynamic context information at least partially identifies one or more business objects (BOs) associated with the incident. The software is further operable to clone at least one of the BOs associated with the incident. The software can then start a transaction simulating the incident. Conversely, the business application (or other supported software) can transmit error and dynamic context information to support software related to an incident within having a particular execution environment. In response to an automated request from the support software executing a simulated transaction simulating the incident, the supported software communicates a clone of one of the associated BOs to the support software. Alternatively, the software re-directs service calls instead of cloning BOs.

Incident simulation support environment and business objects associated with the incident

This disclosure provides various embodiments of software for supporting a business application. In one aspect, the software receives error information and dynamic context information from a remote business application, where the dynamic context information may partially identify the particular execution point of the business application and a portion of the business data associated with that execution point, present a search interface to a support user utilizing search criteria that is automatically populated using the received information, and, upon request of the support user, generates an execution environment that simulates the remote business application execution using the received information. In some implementations, the software is farther operable to retrieve static context information related to the remote business application from a static context information repository. In those instances, the execution environment for the support user may be generated using at least a portion of the retrieved static context information.

System and method for supporting software

The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.

Integrated software support for a distributed business application with seamless backend communications

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Wiesloch, Germany

Tilmann Haeberle