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Subject: Symptom Incide
Had
some discussion with Stavros today about Incident ID, and I still have questions
about whether a symptom can participate in multiple incidents. In
Alvin’s example below, the “Service not available” appears to be a type of
symptom, not a specific symptom. I would argue that a symptom emitter would
only be aware of a single incident to which its unique emitted symptom is
related. I’m
not aware of any management products where a symptom (alarm, event, alert, etc)
can be associated with multiple help desk incidents. I don’t think there
are use cases to support it, thus the products don’t support it. Not
a huge deal to make IncidentID an array, but just not sure the use cases
support it. From: Black, Alvin
[mailto:Alvin.Black@ca.com] The “symptom participating in
multiple incidents” seems like it would come up very often. The most
obvious scenario to me is for any broad symptom that could have multiple
possible causes (which may actually be completely separate incidents). For example: A “Service not available”
symptom could belong to a symptom chain for multiple causes: A)
“Virus
detected” symptom B)
“Network
unavailable” symptom C)
“Server on fire”
symptom Or, if we want to use a more
abstract example: “I have a headache” symptom: A)
“Did not get any
sleep last night” symptom B)
“Axe buried in my
head” symptom C)
“I just read another
one of Alvin’s emails” symptom From:
Stavros.Isaiadis@uk.fujitsu.com [mailto:Stavros.Isaiadis@uk.fujitsu.com] Hi all, First of all, a very happy new year to
everyone, and I hope you all enjoyed your holiday breaks! I also hope we will
meet in person again and release a mature spec in 2011! As for our first call this year, it seems
that we may be a bit low in numbers for Monday, so be prepared for a
"catching-up" like discussion (or even cancelation depending on the
numbers). As a reminder, last time we were discussing
about related symptoms, incident id, and case reference. We could try to
finalize proposals for this one, and warming up for related issues. I
personally like this triple as each one seems to handle different needs: -
RelatedSymptoms provide means
to refer to other symptoms using metadata to denote the kind of relationship,
e.g. supersedes, causality, repetition etc. This would be set by the emitter
probably (?) -
IncidentID, is a rudimentary
form of relating symptoms based on the emitter's understanding, e.g. emitting
symptoms that are all related to a server down incident. -
CaseID, is a more comprehensive
grouping of symptoms based on the diagnosticians' (and other experts') more
complete understanding and holistic picture. As such, a case is not the same as
an incident, and it can be used to link to external case management systems. I am still lacking a symptom which could
potentially participate in multiple incidents... Any thoughts? Thanks and hope to speak to you soon, Stavros
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