WO2019043489A1

WO2019043489A1 - Event generation and management system

Info

Publication number: WO2019043489A1
Application number: PCT/IB2018/056082
Authority: WO
Inventors: Praveen Kumar MATHUR; Venkataraman KODIPALLIMUNIAPPA; Bandna Sethi; Srinivasa Rao Kakulla; Vamsi Krishnam RAJU D; Anoop Babu Thevara
Original assignee: Centre For Development Of Telematics
Priority date: 2017-08-30
Filing date: 2018-08-13
Publication date: 2019-03-07

Abstract

According to an aspect of the present disclosure provides a system for generating and managing a processor-generated event. The system can include a network entity which generates a signal based on occurrence of one or more alarms in a network and one or more processors coupled with a memory, the memory storing instructions executable by the one or more processors to: receive said signal and generate the event based on said signal; assign the event to a computing device associated with an operator; and receive a pre-defined message generated by a communication unit operatively coupled with the computing device, wherein upon receipt of said pre-defined message, the message is analyzed and based on analysis so as to modify one or more attributes associated with the event, wherein modification of said one or more attributes associated with the event enables expedited resolution of the generated event.

Description

EVENT GENERATION AND MANAGEMENT SYSTEM

TECHNICAL FIELD

[001] The present invention generally relates to systems for managing faults in various networks. More particularly, the present invention relates to an event generation and management system.

BACKGROUND

[002] Background description includes information that may be useful in understanding the present invention. It is not an admission that any of the information provided herein is prior art or relevant to the presently claimed invention, or that any publication specifically or implicitly referenced is prior art.

[003] Modern communication networks (Optical Fiber Networks, for instance) deploy a host of network components and associated facilities to transfer data across different points in the network. Such data can be for a host of applications and services such as telecommunications, web-based services, multimedia delivery, e-commerce etc. that may be provided by one or more service providers. A service provider may, for example, have its own network while another may use a network provided by a network provider. A smooth, trouble free operation of a network is critical for business operations of service providers, whereby any downtime can impose a significant cost to them. The impact of network failures (even very minor ones lasting only few minutes) can amount to thousands or even millions of dollars.

[004] National and even global networks are well established now leading to increasingly complex maintenance issues. Optical Fiber networks are used to connect a very large (sometimes running into millions) of locations (termed as nodes) for exchange of data at very high speeds (of the order of hundreds of Mbps) across thousands of kilometers and provide services such as voice, video and data and facilitate Information and communication Technologies (ICT) applications such as e-Commerce, e-Banking, e-Governance, e- Education and Tele-medicine etc. that require high speed Internet connectivity.

[005] As can be appreciated, Network service providers need to ensure a very high uptime/availability rate to its customers and thus require accurate and responsive maintenance efforts. Complaints and faults reporting and tracking systems that support these maintenance efforts are a vital part of a network service provider's marketability. Such systems are generally termed as Events Management Systems, and are universally deployed nowadays by service providers to monitor workload and individual complaints and faults history. Not only network service providers, but even large service providers of any nature, for example a large air-conditioning equipment maintenance facility nowadays use such systems.

[006] In present Events Management Systems, upon development/noticing a problem, an affected user/customer contacts a 'Complaint Centre' when, typically, a customer service representative/agent/operator notes down the user's complaint and generates an 'event' that is then used to refer to and track the problem till its resolution. To obtain the current status of an event, a customer may contact an operator (that may be different from the operator initially contacted) and the operator can access and relay the status of the event. Such systems deploy databases that can become huge and can spread across multiple locations (including in the cloud) with events serving as electronic tracking mechanisms that exist as data records in at least one of these databases.

[007] In operation, the status of the event is considered open as long as the network condition/error/ complaint/fault/trouble remain unresolved. At any given time, the collection of open events represents the set of ongoing and future repair efforts of the service provider. In this manner, the event provides the service provider with a method for identifying the status of current and future repair efforts.

[008] Existing systems, however, are massively dependent on manual operations for generation, management of events. A customer has to report (generally by means of a phone call to a toll-free number) his/her problem to and is thereafter allotted an event number. Each time he/she wants to know the status of his/her complaint (such as, for example, estimated time pending to resolution) the customer has to call the toll-free number again and give, at the minimum, the event number.

[009] The event is usually assigned to an 'operator' who needs access to the system to perform various operations relevant such as Event State Change, Operator Assignment, Reassignment, Acknowledgements etc. The operator cannot perform such operations remotely, using mobile devices for example, and has to be provided by appropriately configured computing systems and networks. For instance, for any changes in the event, for example its escalation, reassignment to another operator, the operator needs access to the system and cannot perform such operations remotely. Neither is the operator informed of any such changes automatically when done by anyone so authorized (for example, the operator's superiors). [0010] Further, existing systems do not permit events to be generated automatically depending upon system parameters and/or its operation at a particular instant, neither do they allow the events to be automatically re-configured (such as its escalation, closure, reassignment to another operator etc.)

[0011] Hence there is a need in the art for a event generation and management system that can generate events automatically per the network system's operational parameters, enable its operators to manage flow of events remotely, keep them informed automatically status of the events and automatically monitors the events for expedited resolution.

OBJECT OF THE PRESENT DISCLOSURE

[0012] Some of the objects of the present disclosure, which at least one embodiment herein satisfies are as listed herein below.

[0013] It is a general object of the present disclosure to provide a system and method for an event generation and management.

[0014] It is an object of the present disclosure to provide a system and method for an event generation and management that allows operator to monitor as well as manage flow of event remotely.

[0015] It is an object of the present disclosure to provide a system and method for an event generation and management that enables automatic detection of fault and generation of the event.

[0016] It is an object of the present disclosure to provide a system and method for an event generation and management that enables manual creation and modification of event.

[0017] It is an object of the present disclosure to provide a system and method for an even generation and management that enables continuously monitoring of an event and enables escalation if the event is not solved within time frame.

[0018] It is an object of the present disclosure to provide a system and method for an even generation and management that enables event generation that is compatible with multiple domains.

SUMMARY

[0019] The present invention generally relates to systems for managing faults in various networks. More particularly, the present invention relates to an event generation and management system. [0020] According to an aspect of the present disclosure provides a system for generating and managing an event. The system can include a network entity. The network entity can generate a signal upon occurrence of alarms in a network. The system can further include one or more processors coupled with a memory, the memory storing instructions executable by the one or more processors to: receive the signal and generate the event based on the signal. The event generated can be assigned to a computing device associated with an operator and a pre-defined message can be generated by the computing device. Upon receipt, the pre-defined message is analyzed so as to modify attributes associated with the event. Modification of the attributes associated with the event thus, enables expedited resolution of the generated event.

[0021] In an embodiment, the network entity can be configured to detect a root cause alarm and one or more associated alarms wherein the signal is generated based on any or a combination of the alarms and the root cause alarm. Further, the network entity can be configured to reject associated alarms and thus, the signal can be generated based on the root cause alarm. In an embodiment, the event can be automatically generated based on predefined time period since detection of the one or more alarms and generated event can be automatically assigned to the operators based on analyzed root cause of the one or more alarms.

[0022] In an embodiment, the one or more processors can monitor time period since generation of the event and status of the event, and wherein the status of the event comprises any of new, assigned, pending and resolved status. Further, based on the status and the time period, the one or more processors enables automatic escalation of the event based on a predefined event escalation matrix. Furthermore, the event is automatically escalated further based on priority of the event, the priority being determined either in real-time during the generation of the event or manually by the operator based on impact of the event.

[0023] In an embodiment, the one or more processors generate a notification upon modification of the event by any of the operator, other operators or the one or more processors, wherein the generated notification is transmitted to the computing device associated with the operator to whom the event is assigned. In an embodiment, the event is manually generated by the operator or automatically generated in real time by the one or more processors based on the one or more alarms occurred. Further, the event and one or more other events are automatically associated by the one or more processors or manually associated by the operator based on the root cause alarm.

[0024] According to another aspect of the present disclosure a method for generating and managing a processor generated event, the method comprises: generating a signal based on occurrence of one or more alarms in a network; executing, by one or more processors coupled with a memory, instructions stored in the memory for: receiving the signal; generating the event based on the signal; assigning the event to a computing device associated with an operator; receiving, a pre-defined message generated by communication unit operatively coupled with computing device; analyzing the predefined message; and modifying one or more attributes associated with the event based on analysis, wherein modification of the one or more attributes associated with the event enables expedited resolution of the event.

[0025] Various objects, features, aspects and advantages of the present disclosure will become more apparent from the following detailed description of preferred embodiments, along with the accompanying drawing figures in which like numerals represent like features.

[0026] Within the scope of this application it is expressly envisaged that the various aspects, embodiments, examples and alternatives set out in the preceding paragraphs, in the claims and/or in the following description and drawings, and in particular the individual features thereof, may be taken independently or in any combination. Features described in connection with one embodiment are applicable to all embodiments, unless such features are incompatible.

BRIEF DESCRIPTION OF DRAWINGS

[0027] The accompanying drawings are included to provide a further understanding of the present disclosure, and are incorporated in and constitute a part of this specification. The drawings illustrate exemplary embodiments of the present disclosure and, together with the description, serve to explain the principles of the present disclosure. The diagrams are for illustration only, which thus is not a limitation of the present disclosure.

[0028] FIG.1 illustrates an exemplary network architecture showing plurality of network entities and plurality of computing devices associated with plurality of operators interacting with the system in accordance with an embodiment of the present disclosure.

[0029] FIG. 2 illustrates exemplary modules of a system in accordance with an embodiment of the present disclosure.

[0030] FIGs. 3A to 3B illustrate examples of working of the proposed system in accordance with an exemplary embodiment of the present disclosure.

[0031] FIG. 4 illustrates a method of working of proposed system in accordance with an exemplary embodiment of the present disclosure.

[0032] FIG. 5 illustrates a computer system utilized for implementation of the proposed system, in accordance with an exemplary embodiment of the present disclosure. DETAILED DESCRIPTION

[0033] The following is a detailed description of embodiments of the disclosure depicted in the accompanying drawings. The embodiments are in such detail as to clearly communicate the disclosure. However, the amount of detail offered is not intended to limit the anticipated variations of embodiments; on the contrary, the intention is to cover all modifications, equivalents, and alternatives falling within the spirit and scope of the present disclosure as defined by the appended claims.

[0034] In the following description, numerous specific details are set forth in order to provide a thorough understanding of embodiments of the present invention. It will be apparent to one skilled in the art that embodiments of the present invention may be practiced without some of these specific details.

[0035] Embodiments of the present invention include various steps, which will be described below. The steps may be performed by hardware components or may be embodied in machine-executable instructions, which may be used to cause a general-purpose or special- purpose processor programmed with the instructions to perform the steps. Alternatively, steps may be performed by a combination of hardware, software, and firmware and/or by human operators.

[0036] Various methods described herein may be practiced by combining one or more machine-readable storage media containing the code according to the present invention with appropriate standard computer hardware to execute the code contained therein. An apparatus for practicing various embodiments of the present invention may involve one or more computers (or one or more processors within a single computer) and storage systems containing or having network access to computer program(s) coded in accordance with various methods described herein, and the method steps of the invention could be accomplished by modules, routines, subroutines, or subparts of a computer program product.

[0037] If the specification states a component or feature "may", "can", "could", or "might" be included or have a characteristic, that particular component or feature is not required to be included or have the characteristic.

[0038] As used in the description herein and throughout the claims that follow, the meaning of "a," "an," and "the" includes plural reference unless the context clearly dictates otherwise. Also, as used in the description herein, the meaning of "in" includes "in" and "on" unless the context clearly dictates otherwise.

[0039] Exemplary embodiments will now be described more fully hereinafter with reference to the accompanying drawings, in which exemplary embodiments are shown. These exemplary embodiments are provided only for illustrative purposes and so that this disclosure will be thorough and complete and will fully convey the scope of the invention to those of ordinary skill in the art. The invention disclosed may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Various modifications will be readily apparent to persons skilled in the art. The general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope of the invention. Moreover, all statements herein reciting embodiments of the invention, as well as specific examples thereof, are intended to encompass both structural and functional equivalents thereof. Additionally, it is intended that such equivalents include both currently known equivalents as well as equivalents developed in the future (i.e., any elements developed that perform the same function, regardless of structure). Also, the terminology and phraseology used is for the purpose of describing exemplary embodiments and should not be considered limiting. Thus, the present invention is to be accorded the widest scope encompassing numerous alternatives, modifications and equivalents consistent with the principles and features disclosed. For purpose of clarity, details relating to technical material that is known in the technical fields related to the invention have not been described in detail so as not to unnecessarily obscure the present invention.

[0040] Thus, for example, it will be appreciated by those of ordinary skill in the art that the diagrams, schematics, illustrations, and the like represent conceptual views or processes illustrating systems and methods embodying this invention. The functions of the various elements shown in the figures may be provided through the use of dedicated hardware as well as hardware capable of executing associated software. Similarly, any switches shown in the figures are conceptual only. Their function may be carried out through the operation of program logic, through dedicated logic, through the interaction of program control and dedicated logic, or even manually, the particular technique being selectable by the entity implementing this invention. Those of ordinary skill in the art further understand that the exemplary hardware, software, processes, methods, and/or operating systems described herein are for illustrative purposes and, thus, are not intended to be limited to any particular named element.

[0041] Embodiments of the present invention may be provided as a computer program product, which may include a machine-readable storage medium tangibly embodying thereon instructions, which may be used to program a computer (or other electronic devices) to perform a process. The term "machine-readable storage medium" or "computer-readable storage medium" includes, but is not limited to, fixed (hard) drives, magnetic tape, floppy diskettes, optical disks, compact disc read-only memories (CD-ROMs), and magneto-optical disks, semiconductor memories, such as ROMs, PROMs, random access memories (RAMs), programmable read-only memories (PROMs), erasable PROMs (EPROMs), electrically erasable PROMs (EEPROMs), flash memory, magnetic or optical cards, or other type of media/machine-readable medium suitable for storing electronic instructions (e.g., computer programming code, such as software or firmware). A machine-readable medium may include a non-transitory medium in which data may be stored and that does not include carrier waves and/or transitory electronic signals propagating wirelessly or over wired connections. Examples of a non-transitory medium may include, but are not limited to, a magnetic disk or tape, optical storage media such as compact disk (CD) or digital versatile disk (DVD), flash memory, memory or memory devices. A computer-program product may include code and/or machine-executable instructions that may represent a procedure, a function, a subprogram, a program, a routine, a subroutine, a module, a software package, a class, or any combination of instructions, data structures, or program statements. A code segment may be coupled to another code segment or a hardware circuit by passing and/or receiving information, data, arguments, parameters, or memory contents. Information, arguments, parameters, data, etc. may be passed, forwarded, or transmitted via any suitable means including memory sharing, message passing, token passing, network transmission, etc.

[0042] Furthermore, embodiments may be implemented by hardware, software, firmware, middleware, microcode, hardware description languages, or any combination thereof. When implemented in software, firmware, middleware or microcode, the program code or code segments to perform the necessary tasks (e.g., a computer-program product) may be stored in a machine-readable medium. A processor(s) may perform the necessary tasks.

[0043] Systems depicted in some of the figures may be provided in various configurations. In some embodiments, the systems may be configured as a distributed system where one or more components of the system are distributed across one or more networks in a cloud computing system.

[0044] Each of the appended claims defines a separate invention, which for infringement purposes is recognized as including equivalents to the various elements or limitations specified in the claims. Depending on the context, all references below to the "invention" may in some cases refer to certain specific embodiments only. In other cases it will be recognized that references to the "invention" will refer to subject matter recited in one or more, but not necessarily all, of the claims.

[0045] All methods described herein may be performed in any suitable order unless otherwise indicated herein or otherwise clearly contradicted by context. The use of any and all examples, or exemplary language (e.g., "such as") provided with respect to certain embodiments herein is intended merely to better illuminate the invention and does not pose a limitation on the scope of the invention otherwise claimed. No language in the specification should be construed as indicating any non-claimed element essential to the practice of the invention.

[0046] Various terms as used herein are shown below. To the extent a term used in a claim is not defined below, it should be given the broadest definition persons in the pertinent art have given that term as reflected in printed publications and issued patents at the time of filing.

[0047] The present invention generally relates to systems for managing faults in various networks. More particularly, the present invention relates to an event generation and management system.

[0048] According to an aspect of the present disclosure provides a system for generating and managing an event. The system can include a network entity. The network entity can generate a signal upon occurrence of alarms in a network. The system can further include one or more processors coupled with a memory, the memory storing instructions executable by the one or more processors to: receive the signal and generate the event based on the signal. The event generated can be assigned to a computing device associated with an operator and a pre-defined message can be generated by the computing device. Upon receipt, the pre-defined message is analyzed so as to modify attributes associated with the event. Modification of the attributes associated with the event thus, enables expedited resolution of the generated event.

[0049] In an embodiment, the network entity can be configured to detect a root cause alarm and one or more associated alarms wherein the signal is generated based on any or a combination of the alarms and the root cause alarm. Further, the network entity can be configured to reject associated alarms and thus, the signal can be generated based on the root cause alarm. In an embodiment, the event can be automatically generated based on predefined time period since detection of the one or more alarms and generated event can be automatically assigned to the operators based on analyzed root cause of the one or more alarms. [0050] In an embodiment, the one or more processors can monitor time period since generation of the event and status of the event, and wherein the status of the event comprises any of new, assigned, pending and resolved status. Further, based on the status and the time period, the one or more processors enables automatic escalation of the event based on a predefined event escalation matrix. Furthermore, the event is automatically escalated further based on priority of the event, the priority being determined either in real-time during the generation of the event or manually by the operator based on impact of the event.

[0051] In an embodiment, the one or more processors generate a notification upon modification of the event by any of the operator, other operators or the one or more processors, wherein the generated notification is transmitted to the computing device associated with the operator to whom the event is assigned. In an embodiment, the event is manually generated by the operator or automatically generated in real time by the one or more processors based on the one or more alarms occurred. Also, the event and one or more other events are automatically associated by the one or more processors or manually associated by the operator based on the root cause alarm.

[0052] According to another aspect of the present disclosure a method for generating and managing a processor generated event, the method comprises: generating a signal based on occurrence of one or more alarms in a network; executing, by one or more processors coupled with a memory, instructions stored in the memory for: receiving the signal; generating the event based on the signal; assigning the event to a computing device associated with an operator; receiving, a pre-defined message generated by communication unit operatively coupled with computing device; analyzing the predefined message; and modifying one or more attributes associated with the event based on analysis, wherein modification of the one or more attributes associated with the event enables expedited resolution of the event.

[0053] FIG.1 illustrates an exemplary network architecture showing plurality of network entities and plurality of computing devices associated with plurality of operators interacting with the system in accordance with an embodiment of the present disclosure.

[0054] As illustrated, the network architecture implements a system 104 to generate and manage an event. In an embodiment the event can include a trouble ticket. The event can be generated based on occurrence of one or more alarms. The one or more alarms can be raised based on detection of fault. The alarms can be raised for multi-domain issues including Network alarms, Service Problems, Fibre alarms, Network Performance threshold crossovers and Service Quality threshold crossovers and the like. Since, a single fault can cause plurality of alarms; network management system 100 can group related alarms for administrators and provide a root cause analysis. The source of the alarm can be corrected, repaired or replaced. Depending on the cause, manual intervention may be required. The plurality of network entities 102-1, 102-2...102-N (collectively referred to as network entities 102 and individually referred to as network entity 102 hereinafter) can be communicatively coupled with the system 104.

[0055] The system 104 can be communicatively coupled with plurality of computing devices 106-1, 106-2...106-N (collectively referred to as computing devices 106 and individually referred to as computing device 106 hereinafter). Further, the network entities 102 can include any or a combination of hardware or software that can generate a signal based on occurrence of the alarms. Also the network entity 102 can be configured to detect root cause alarm and one or more associated alarms. The signal can be generated based on detected the root cause alarm and/or the one or more associated alarms. In an embodiment, the one or more associated alarms can be rejected and the signal can be raised based on the root cause alarm. For example, communication channel is interrupted at a location because of power failure. Now because of communication channel failure, many services are interrupted thus, the root cause alarm would be the power failure and other alarms can be one or more associated alarms. Thus, event should be created for detection of root cause and the one or more associated alarms should be rejected.

[0056] Further, the system 104 can interact with plurality operators 108-1, 108-2... 108- N (collectively referred to as operators 108 and individually referred to as operator 108 hereinafter), through the computing devices 106 or through applications residing on the computing devices 106. In an implementation, the system 104 can be accessed by applications residing on any operating system, including but not limited to, AndroidTM, iOSTM, and the like. Examples of the computing devices 106 can include, but are not limited to, a portable computer, a personal digital assistant, a handheld device, and a workstation. In a preferred embodiment, the computing devices 106 are mobile phones of the respective operator 108.

[0057] Further, the operators 108 can be people tasked with resolving the alarms occurring in a network and/or complaints of its users. The operators 108 may also assign the event to other operators 108 i.e. assignee of the event can be changed. For example, if the operator 108, to whom an event is assigned to, has completed his shift timing and the event is very important and needs to be addressed on high priority. In such a case to deal with the issue, the operator 108 can assign the event to other operator. In an embodiment, the operator 108 that can perform the operation of reassigning the event to another operator should have special rights/privileges for perform such action.

[0058] In an embodiment, the proposed event generation and management system (herein called the system or Event System) can provide for features not available in existing systems to enable better detection, analysis and management of problems/troubles that can develop in various networks, for instance, Optical Fibre Networks and the like.

[0059] In an embodiment, the network entity 102 can be installed on the network to detect occurrence of the alarms in real-time. The alarms can be raised based on malfunction in network. The malfunction can be localized or widespread. Such alarms can cause loss of network connectivity and needs to be corrected in minimum time period. Thus the network entities 102 must be installed at appropriate locations on the networks for effective monitoring of the network. Further after occurrence of the alarm, the network entity 102 can generate a signal (interchangeably referred as alert hereinafter) and send it to the system 104. The alert generated by the network entity 102 can include details such as, location of alarm, type of alarm, impact, urgency and the like. Based on the details received by the system 104, the event is generated that can be assigned to the operator. After the event is assigned to the operator 108 notifications related to the event can be sent to the computing device 106 associated with the operator 108 such that the operator 108 can be informed about the alarm detected.

[0060] In an embodiment, the operator 108 can be at a remote location and receive the notification about the event on his/her computing device 106. Further, the operator 108 can add his/her comments on the event or assign it to other operator or resolve the event and the like by sending a pre-defined message to the system by using a communication unit operatively coupled with computing device. For example, an operator is assigned an event for alarm detected that needs to be handled by more than one operator. Then the operator to whom the event is assigned checks the event, updates his comments on the event and assigns it to other responsible operator if he has the required administrative privileges or reports the same to his supervisor who has the required privileges for additional assignment. Thus, the updation and assignment of the event is expedited and thus can help resolve the fault associated with the event in faster time period.

[0061] In an embodiment, the operator 108 can send an SMS, e-mail and the like to the system 104 for changing one or more details of the already created event and/or generate the new event. The communication unit can be operatively coupled with the computing device 106 associated with the operator 108. The communication unit can include but not limited to SMS, e-mail and the like to send a pre-defined message using the computing device associated with the operator to interact with the system 104. Also the operator 108 can remotely interact with the system 104 using associated computing device 106 for making changes such as adding certain detail to the event, change the status of the event and assign the event to other operator. It should be appreciated by the person skilled in the art that the proposed system 104 allows the operator 108 to communicate and interact with the system 104, using his/her associated computing device 106, while he/she are at remote location.

[0062] In another aspect, operators 108 can interact remotely with the system 104 for various aspects of event generation and management. In an exemplary embodiment, system 104 can automatically generate the event and assign it to computing device associated with the operator 108. Further, the system 104 can send an SMS to computing device 106 (that can be a mobile device) associated with operator 108 wherein SMS can carry information pertaining to the event. In turn, the operator 108 can manage various aspects of the event by means of SMSs sent to system 104. In an exemplary embodiment, upon resolution of the event, operator 108 can send an SMS to the system 104 based upon which system 104 can change state of the event from 'pending' to 'resolved' . In another exemplary embodiment, an operator 108 can, upon receiving a complaint from a user of a network being monitored by system 104, send an email to system 104 giving details of the complaint using his associated computing device 106 (that can be a personal computer, for example). The system 104 can generate an event accordingly and can send the event details via email to the computing device 106 associated with the operator 108.

[0063] For example, the operator is assigned an event for certain network fault detected and the fault is at remote location and he/she has to travel to that location to fix the fault. Now after resolving the fault the operator 108 can use his/her mobile phone to send a confirmation to the system 104 to resolve the event assigned to him/her.

[0064] In an embodiment, relevant parts of proposed system 104 can be configured as a mobile application or operatively connected to a website. Operator 108 can download the mobile application to their mobile devices or can visit the website of the proposed system to use its various features.

[0065] In an embodiment, the proposed system 104 can enable automatic event flow according to various configuration options that can be configured within it. In this manner, and as further elaborated, proposed system can generate events automatically per the network system's operational parameters, can enable its operators to manage flow of events remotely, can keep the operators informed automatically status of events, and can automatically re-configure as required the events generated.

[0066] FIG. 2 illustrates exemplary modules of a system in accordance with an embodiment of the present disclosure.

[0067] In an aspect, the system 104 may comprise one or more processor(s) 202. The one or more processor(s) 202 may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, logic circuitry, and/or any devices that manipulate data based on operational instructions. Among other capabilities, the one or more processor(s) 202 are configured to fetch and execute computer-readable instructions stored in a memory 206 of the system 104. The memory 206 may store one or more computer-readable instructions or routines, which may be fetched and executed to create or share the data units over a network service. The memory 206 may comprise any non-transitory storage device including, for example, volatile memory such as RAM, or non-volatile memory such as EPROM, flash memory, and the like.

[0068] The processing unit 104 may also comprise an interface(s) 204. The interface(s) 204 may comprise a variety of interfaces, for example, interfaces for data input and output devices, referred to as I/O devices, storage devices, and the like. The interface(s) 204 may facilitate communication of processing unit 104 with various devices coupled to the processing unit 104 such as the network entity 102 and the computing device 106. The interface(s) 204 may also provide a communication pathway for one or more components of the system 104. Examples of such components include, but are not limited to, processing engine(s) 208 and data 210.

[0069] The processing engine(s) 208 may be implemented as a combination of hardware and programming (for example, programmable instructions) to implement one or more functionalities of the processing engine(s) 208. In examples described herein, such combinations of hardware and programming may be implemented in several different ways. For example, the programming for the processing engine(s) 208 may be processor executable instructions stored on a non-transitory machine-readable storage medium and the hardware for the processing engine(s) 208 may comprise a processing resource (for example, one or more processors), to execute such instructions. In the present examples, the machine-readable storage medium may store instructions that, when executed by the processing resource, implement the processing engine(s) 208. In such examples, the system 104 may comprise the machine-readable storage medium storing the instructions and the processing resource to execute the instructions, or the machine-readable storage medium may be separate but accessible to the system 104 and the processing resource. In other examples, the processing engine(s) 208 may be implemented by electronic circuitry.

[0070] The data 210 may comprise data that is either stored or generated as a result of functionalities implemented by any of the components of the processing engine(s) 208.

[0071] In an exemplary embodiment, the processing engine(s) 208 may comprise an event generation module 212, an event assignment module 214, an event control module 216, a configuration handler module 218, a notification module 220, and other module(s) 222.

[0072] It would be appreciated that modules being described are only exemplary modules and any other module or sub-module may be included as part of the system 104. These modules too may be merged or divided into super-modules or sub-modules as may be configured.

[0073] In an embodiment, the event generation module 212 can provide flexibility for event generation for multi-domain issues including Network alarms, Service Problems, Fibre network alarms, Network Performance threshold crossovers, Service Quality threshold crossovers, and the like. As can be appreciated, alarms can be indicative of underlying faults, approaching thresholds and the like. Event generation module 212 can categorize various network events according to their impact on various services provided by the network, and can prioritize various faults accordingly. Events data generated by the Event generation module 212 can be used for root cause analysis.

[0074] In an exemplary embodiment, the event generation module 212 can enable event generation for issues occurring in any of the above domains in an Optical Network, linking the related events in different domains. In an embodiment, the Event generation module 212 can receive the signal from the network entity 102 and raise an event for the root cause alarm, while suppressing the associated alarms. In this manner, proposed system 104 can enable resolution of major problem(s) in shortest possible time rather than wasting resources on resolving associated alarms/faults that may recur since root cause has not been addressed.

[0075] In an exemplary embodiment, in case if clearance of root cause does not clear some/all of the associated alarms, the event generation module 212 can then generate event for the uncleared alarms. Further, the event generation module 212 can enable automatic root cause event handling (such as assignment of a root cause alarm to the operator) based upon alarm characteristics without manual creation of any rules. For instance, for an Optical network, root cause event handling can be inbuilt on basis of Optical alarms characteristics and no manual creation of rules may be required. [0076] In an embodiment, the event assignment module 214 can enable assigning the event to the operator 108 depending upon root cause of the event and likewise, different events to different operators, wherein the operators 108 can be people tasked with resolving the fault/complaint either themselves or by turn assigning it to other operators or plurality of operators working. For example, if fault occurs in a network and an event for the fault is created then based on root cause of the event, the event can be assigned to designated operator.

[0077] In an embodiment, the event control module 216 can enable the operator 108 to control, using a communication unit operatively coupled with the computing device 106 associated with the operator 108, the processing/flow of a event assigned to the operator 108 can be managed. Such communication unit can initiate the pre-defined message, for example, an email, SMS, e-mail, application residing in the computing device and the like. The operator 108 can send from his/her computing device to pre-configured email ids/ Phone numbers. Emails and/or SMSs can be in pre-configured formats. Proposed system can parse relevant information from such messages, emails and the like and take appropriate actions. In this manner, the operator 108 can remotely control various aspects of the event processing.

[0078] In an exemplary embodiment, such aspects of the event that can be remotely controlled as elaborated above can include event State Change (for example, 'pending to 'resolved'), Operator Assignment, Reassignment, Acknowledgements and the like.

[0079] In another embodiment, the event control module 216 can enable the operator 108 (such an operator being, for example, a person directly observing a fault condition) to send relevant site information such as reason for the fault to the event generation module 212 using the communication unit operatively coupled with the computing device 106 associated with the operator 108 as elaborated above. Further, the event generation module 212 can accordingly generate and assign events appropriately. For example, the operator 108 observes a fault in a network and wants to report it for someone to start working on the fault. For the case the operator 108 can send an SMS or an email to the designated email address or phone number and thus the event generation module 212 generates the event and assigns the event to the operator.

[0080] Further, based on the root cause alarms, the event and other events can be associated together. The association can be processed automatically by the system 104 and manually by the operator. Furthermore, the associated event could be generated based on detection of alarms by various network entities 102. The various network entities are detecting various networks respectively. For example, 4 network entities are configured to monitor 4 different network, now a common fault occurs and 4 network entities detect alarms and 4 different events are generated but since the root cause alarm for all the network entities is same therefore all the 4 events generated can be associated together. It should be appreciated by the person skilled in the art that the association of events can enable effective resolution of the event.

[0081] In an embodiment, the configuration handler module 218 can monitor the time period since generation of the event, priority of the event, the status of the event and the like. Such that, the configuration handler module 218 can automatically provide for event flow according to various configuration options within. Such configuration options can include grace period that can determine time period elapsed from the alarm occurrence after which the event should be generated, auto-closure configuration that can determine whether the event should be automatically closed on resolution of underlying fault, event resolution timeline that can determine period on elapse of which the event shall go into pending state, escalation configuration that can provide/configure a pre-defined event escalation matrix (interchangeably referred as matrix hereinafter) for comparing and analyzing appropriate steps to be taken or followed. The pre-defined event escalation matrix can include steps to be followed in case if the event being created is not resolved after pre-determined time period. The details of pre-defined event escalation matrix can include what steps to take, time period details, the priority of the event and relevant time periods and steps to be followed and the like.

[0082] Further, the pre-defined event escalation matrix can be upgraded to implement new features such as new time periods and the like. For example, the system 104 locates a high priority event that was created an hour ago and it is still not resolved then the system can check the pre-defined event provisioning matrix to check what steps needs to be followed and can send a notification to all the computing devices 106 associated with the operator 108 or send it to computing device 106 associated with manager of the operator 108. It should be appreciated by the person skilled in the art that implementation of pre-defined event escalation matrix can improve efficiency of the system 104 to resolve the events by expediting the process of resolution.

[0083] Further, the matrix can provide various parameters or their combinations for escalating events based on which the events being monitored can be escalated if it remains unresolved after a configured time period defined therein. The matrix can also include sub- operator that shall resolve the event if the original operator is unavailable and operator availability configurations that can be configurations related to general unavailability and shift configurations of various operators of the proposed system.

[0084] In an embodiment, the status of the event can include but not limited to New, assigned, pending, resolved and the like. Further the priority of the event can include, but not limited to low, medium, high, critical and the like. The pre-defined , message generated by the computing device 106 associated with the operator 108 can enable modification one or more attributes associated with the event, wherein the one or more attributes associated with the event can include, status of the event, assignee of the event, priority of the event, description about the alarms and the like.

[0085] In an embodiment, the notification module 220 can enable sending notification to the computing device 106 associated with the operator 108, right from its generation till it gets resolved as well as other modifications in-between such as escalation, re-assignment, change in priority, adding comments and the like. The notifications are sent to the computing device 106 associated to the operator 108 who has been assigned the event using the communication means. For example, right from the time that the event is generated and assigned to the operator 108, the notification module will keep track of all the modifications performed on the event and send the notifications to the computing device of the operator to whom the event is assigned using the communication means.

[0086] FIGs. 3A to 3B illustrate examples of working of the proposed system in accordance with an exemplary embodiment of the present disclosure.

[0087] In an embodiment, upon detection of the fault by the network entity 102, proposed system 104 can automatically generate the event and inform the operator 108 to whom the event has been assigned accordingly, using communication means configured on the computing device 106 associated with the operator 106.

[0088] For instance, as illustrated in FIG. 3 A, a computing device 106-1 can be a mobile device associated with operator 108-1. The mobile device 106-1 can be configured to send/receive SMSs or emails and the like to/from proposed system 104. For, example upon loss of signal at a node 124 of the network being monitored by the proposed system, a fault can be detected and system 104 can generate the event 2106 accordingly for operator 108-1. System 104 can send SMSs or emails and the like shown as SMS 1 to computing device 106- 1. SMS 1 can carry relevant information and can be displayed as message 302 on mobile device 106-1 associated with the operator 108-1.

[0089] As illustrated in FIG.3B, once operator 108-1 has resolved the event, operator 108-1 can send message 304 as SMS 2 using send button 306 on his mobile device 106-1. Appropriate interfaces can be provided for the purpose by means of a mobile application that can be installed on mobile device 106-1. Upon pressing send button 306, mobile device 106-1 can send SMS 2 to proposed system 104. System 104 can receive SMS 2, parse the information within, and update status of event 2106 from 'pending' to 'resolved'.

[0090] In another aspect, proposed system can enable an operator to request for generation of the event by means of communication means configured on the operator's mobile device and further receive information of the generated event.

[0091] FIG. 4 illustrates a method of working of proposed system in accordance with an exemplary embodiment of the present disclosure.

[0092] In an embodiment, the process for generating and maintaining the event can be initiated at step 402 that pertains to generating, by the network entity 102, the signal based on occurrence of one or more alarms in a network. Further, step 404 pertains to receiving the signal generated. Further, step 406 pertains to generating the event based on the signal received. Furthermore, at step 408 the event generated is assigned to the computing device 106 associated with the operator 108. Further, step 410 pertains to receiving a pre-defined message generated by communication unit operatively coupled with computing device 106 associated with the operatorl08. Furthermore, step 412 pertains to analyzing the pre-defined message. Also, at step 414 based on analysis of said pre-defined message one or more attributes associated with the event are modified. Modification of the one or more attributes associated with the event enables expedited resolution of the event. Thus, the event can be resolved in shortest possible time rather than wasting resources on resolving associated alarms/faults that may recur since root cause has not been addressed.

[0093] In an embodiment, the process for generating and maintaining the event can be initiated at step 402 that pertains to detecting, by the network entity 102, at least one network parameter associated with the network being monitored. Further, step 404 pertains to generating, by the network entity 102, a signal based on the at least one network parameter detected. Further, step 406 pertains to generating the event in which signal information is registered in the event format. Furthermore, at step 408 the event is assigned to the operator. Also, step 410 pertains to modifying the event by performing any or a combination of one or more details of the event and provisioning of said event. Step 412 pertains to monitoring time period since generation of the event and determining status of the event, wherein the status of the event comprises any or a combination of new, assigned, pending and resolved status. Based on status of the event and said time period since generation of the event, said one or more processors enable automatic provisioning of the event based on a pre-defined event provisioning matrix.

[0094] FIG. 5 illustrates a computer system utilized for implementation of the proposed system, in accordance with an exemplary embodiment of the present disclosure.

[0095] Computer system 500 includes a bus 520 or other communication mechanism for communicating information, and a processor 570 coupled with bus 520 for processing information. Computer system 500 can also include a main memory 530 or other non- transitory computer-readable medium, such as a random-access memory (RAM) or other dynamic storage device, which can then be coupled to bus 520 for storing information and instructions to be executed by processor 570. Main memory 530 also may be used for storing temporary variables or other intermediate information during execution of instructions to be executed by processor 570. Computer system 500 may further include a read only memory (ROM) 540 or other static storage device coupled to bus 520 for storing static information and instructions for processor 570. A data/external storage device 510, such as a magnetic disk or optical disk, is provided and coupled to bus 520 for storing information and instructions.

[0096] Computer system 500 may be coupled via bus 520 to a display (not shown), such as a cathode ray tube (CRT), for displaying information to a user. An input device (not shown), including alphanumeric and other keys, can be coupled to bus 520 for communicating information and command selections to processor 570. Another type of user input device can be cursor control, such as a mouse, a trackball, or cursor direction keys for communicating direction information and command selections to processor 570 and for controlling cursor movement on display. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allows the device to specify positions in a plane.

[0097] The invention is related to the use of computer system 500 for creation and management of BOMs as elaborated above. According to some embodiments of the invention, such use may be provided by computer system 500 in response to processor 570 executing one or more sequences of one or more instructions contained in the main memory 530. Such instructions may be read into main memory 530 from another computer-readable medium, such as storage device 550. Execution of the sequences of instructions contained in main memory 530 causes processor 570 to perform the process steps described herein. One or more processors in a multi-processing arrangement may also be employed to execute the sequences of instructions contained in main memory 530. In alternative embodiments, hard- wired circuitry may be used in place of or in combination with software instructions to implement the invention. Thus, embodiments of the invention are not limited to any specific combination of hardware circuitry and software.

[0098] The term "computer-readable medium" as used herein refers to any medium that participates in providing instructions to processor 570 for execution. Such a medium may take many forms, including but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, optical or magnetic disks, such as storage device 550. Volatile media includes dynamic memory, such as main memory 530. Transmission media includes coaxial cables, copper wire and fiber optics, including the wires that comprise bus 520. Transmission media can also take the form of acoustic or light waves, such as those generated during radio wave and infrared data communications.

[0099] Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, any other memory chip or cartridge, a carrier wave as described hereinafter, or any other medium from which a computer can read.

[00100] Various forms of computer-readable media may be involved in carrying one or more sequences of one or more instructions to processor 570 for execution. For example, the instructions may initially be carried on a magnetic disk of a remote computer. The remote computer can load the instructions into its dynamic memory and send the instructions over a telephone line using a modem. A modem local to computer system 500 can receive the data on the telephone line and use an infrared transmitter to convert the data to an infrared signal. An infrared detector coupled to bus 520 can receive the data carried in the infrared signal and place the data on bus 520. Bus 520 carries the data to main memory 530, from which processor 570 retrieves and executes the instructions. The instructions received by main memory 530 may optionally be stored on storage device 550 either before or after execution by processor 570.

[00101] Computer system 500 also includes a communication interface 560 coupled to bus 520. Communication interface 560 can provide a two-way data communication coupling to a network link (not shown) that can be connected to a local network (not shown). For example, communication interface 560 may be an integrated services digital network (ISDN) card or a modem to provide a data communication connection to a corresponding type of telephone line. As another example, communication interface 560 may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, communication interface 560 sends and receives electrical, electromagnetic or optical signals that carry data streams representing various types of information.

[00102] Although the proposed system has been elaborated as above to include all the main parts, it is completely possible that actual implementations may include only a part of the proposed modules/engines or a combination of those or a division of those in various combinations across multiple devices that can be operatively coupled with each other, including in the cloud. Further the modules/engines can be configured in any sequence to achieve objectives elaborated. Also, it can be appreciated that proposed system can be configured in a computing device or across a plurality of computing devices operatively connected with each other, wherein the computing devices can be any of a computer, a laptop, a smart phone, an Internet enabled mobile device and the like. All such modifications and embodiments are completely within the scope of the present disclosure.

[00103] Embodiments of the present disclosure may be implemented entirely hardware, entirely software (including firmware, resident software, micro-code, etc.) or combining software and hardware implementation that may all generally be referred to herein as a "circuit," "module," "component," or "system." Furthermore, aspects of the present disclosure may take the form of a computer program product comprising one or more computer readable media having computer readable program code embodied thereon.

[00104] Thus, it will be appreciated by those of ordinary skill in the art that the diagrams, schematics, illustrations, and the like represent conceptual views or processes illustrating systems and methods embodying this invention. The functions of the various elements shown in the figures may be provided through the use of dedicated hardware as well as hardware capable of executing associated software. Similarly, any switches shown in the figures are conceptual only. Their function may be carried out through the operation of program logic, through dedicated logic, through the interaction of program control and dedicated logic, or even manually, the particular technique being selectable by the entity implementing this invention. Those of ordinary skill in the art further understand that the exemplary hardware, software, processes, methods, and/or operating systems described herein are for illustrative purposes and, thus, are not intended to be limited to any particular named.

[00105] As used herein, and unless the context dictates otherwise, the term "coupled to" is intended to include both direct coupling (in which two elements that are coupled to each other contact each other) and indirect coupling (in which at least one additional element is located between the two elements). Therefore, the terms "coupled to" and "coupled with" are used synonymously. Within the context of this document terms "coupled to" and "coupled with" are also used euphemistically to mean "communicatively coupled with" over a network, where two or more devices are able to exchange data with each other over the network, possibly via one or more intermediary device.

[00106] It should be apparent to those skilled in the art that many more modifications besides those already described are possible without departing from the inventive concepts herein. The inventive subject matter, therefore, is not to be restricted except in the spirit of the appended claims. Moreover, in interpreting both the specification and the claims, all terms should be interpreted in the broadest possible manner consistent with the context. In particular, the terms "comprises" and "comprising" should be interpreted as referring to elements, components, or steps in a non-exclusive manner, indicating that the referenced elements, components, or steps may be present, or utilized, or combined with other elements, components, or steps that are not expressly referenced. Where the specification claims refers to at least one of something selected from the group consisting of A, B, C .... and N, the text should be interpreted as requiring only one element from the group, not A plus N, or B plus N, etc.

[00107] While the foregoing describes various embodiments of the invention, other and further embodiments of the invention may be devised without departing from the basic scope thereof. The scope of the invention is determined by the claims that follow. The invention is not limited to the described embodiments, versions or examples, which are included to enable people having ordinary skill in the art to make and use the invention when combined with information and knowledge available to the person having ordinary skill in the art.

ADVANTAGES OF THE PRESENT DISCLOSURE

[00108] The present disclosure provides a system and method for event generation and management.

[00109] The present disclosure provides a system and method for event generation and management that allow operators to monitor as well as manage flow of event remotely.

[00110] The present disclosure provides a system and method for event generation and management that enable automatic detection of fault and generation of the event.

[00111] The present disclosure provides a system and method for event generation and management that enable manual creation and modification of event. [00112] The present disclosure provides a system and method for event generation and management that continuously monitors the event and enables escalation if the event is not solved within time frame.

[00113] The present disclosure provides a system and method for an even generation and management that enable event generation for multi domain issues.

Claims

We Claim:

1. A system for generating and managing a processor generated event, said system comprising:

a network entity configured to generate a signal based on occurrence of one or more alarms in a network; and

one or more processors coupled with a memory, the memory storing instructions executable by the one or more processors to:

receive said signal and generate the event based on said signal;

assign the event to a computing device associated with an operator; and

receive a pre-defined message generated by a communication unit operatively coupled with the computing device,

wherein upon receipt, said pre-defined message is analyzed so as to modify one or more attributes associated with the event,

wherein modification of said one or more attributes associated with the event enables expedited resolution of the generated event.

2. The system as claimed in claim 1, wherein the network entity configured to detect a root cause alarm and one or more associated alarms, and wherein said signal is generated based on any or a combination of said one or more associated alarms and said root cause alarm.

3. The system as claimed in claim 2, wherein said one or more associated alarms are rejected, and said signal is generated based on said root cause alarm.

4. The system as claimed in claim 2, wherein said event is automatically generated based on predefined time period since detection of said one or more alarms, and wherein generated event is automatically assigned to said operators based on analyzed root cause of said one or more alarms.

5. The system as claimed in claim 1, wherein said one or more processors monitor time period since generation of the event and status of the event, and wherein the status of the event comprises any of new, assigned, pending and resolved status.

6. The system as claimed in claim 4, wherein, based on said status and said time period, said one or more processors enable automatic escalation of the event based on a predefined event escalation matrix.

7. The system as claimed in claim 5, wherein said event is automatically escalated further based on priority of said event, said priority being determined either in real-time during the generation of said event or manually by said operator based on impact of the event.

8. The system as claimed in claim 1, wherein said one or more processors generate a notification upon modification of said event by any of said operator, other operators or said one or more processors, wherein the generated notification is transmitted to the computing device associated with the operator to whom the event is assigned.

9. The system as claimed in claim 1, wherein said event is manually generated by the operator or automatically generated in real time by said one or more processors based on said one or more alarms occurred.

10. The system as claimed in claim 1, wherein said event and one or more other events are automatically associated by said one or more processors or manually associated by said operator based on said root cause alarm.

11. A method for generating and managing a processor generated event, the method comprising:

generating, by network entity, a signal based on occurrence of one or more alarms in a network;

executing, by one or more processors coupled with a memory, instructions stored in the memory for:

receiving said signal;

generating the event based on said signal;

assigning the event to a computing device associated with an operator;

receiving, a pre-defined message generated by communication unit operatively coupled with computing device;

analyzing said predefined message; and

modifying one or more attributes associated with the event based on analysis,

wherein modification of said one or more attributes associated with the event enables expedited resolution of the event.