Grid Management: Data Model Definition for Trouble Ticket Normalization

Dimitris Zisiadis; Spyros Kopsidas; Matina Tsavli; Leandros Tassiulas; Leonidas Georgiadis; Chrysostomos Tziouvaras; Fotis Karayannis

Networks for Grid Applications. Second International Conference, GridNets 2008, Beijing, China, October 8-10, 2008, Revised Selected Papers

Research Article

Grid Management: Data Model Definition for Trouble Ticket Normalization

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@INPROCEEDINGS{10.1007/978-3-642-02080-3_11,
    author={Dimitris Zisiadis and Spyros Kopsidas and Matina Tsavli and Leandros Tassiulas and Leonidas Georgiadis and Chrysostomos Tziouvaras and Fotis Karayannis},
    title={Grid Management: Data Model Definition for Trouble Ticket Normalization},
    proceedings={Networks for Grid Applications. Second International Conference, GridNets 2008, Beijing, China, October 8-10, 2008, Revised Selected Papers},
    proceedings_a={GRIDNETS},
    year={2012},
    month={5},
    keywords={Network management trouble ticket grid services grid information systems problem solving},
    doi={10.1007/978-3-642-02080-3_11}
}

Dimitris Zisiadis
Spyros Kopsidas
Matina Tsavli
Leandros Tassiulas
Leonidas Georgiadis
Chrysostomos Tziouvaras
Fotis Karayannis
Year: 2012
Grid Management: Data Model Definition for Trouble Ticket Normalization
GRIDNETS
Springer
DOI: 10.1007/978-3-642-02080-3_11

Dimitris Zisiadis¹, Spyros Kopsidas¹, Matina Tsavli¹, Leandros Tassiulas¹, Leonidas Georgiadis¹, Chrysostomos Tziouvaras², Fotis Karayannis²

1: Center for research and Technology Hellas
2: GRNET

Abstract

Handling multiple sets of trouble tickets (TTs) originating from different participants in today’s GRID interconnected network environments poses a series of challenges for the involved institutions. Each of the participants follows different procedures for handling trouble incidents in its domain, according to the local technical and linguistic profile. The TT systems of the participants collect, represent and disseminate TT information in different formats. As a result, management of the daily workload by a central Network Operations Centre (NOC) is a challenge on its own. Normalization of TTs to a common format for presentation and storing at the central NOC is mandatory.

Keywords: Network management trouble ticket grid services grid information systems problem solving

Published: 2012-05-09

: http://dx.doi.org/10.1007/978-3-642-02080-3_11