A method for determining that a defect applies to a network device that includes receiving, at a monitoring module, network device information from the network device. The network device information includes state information for the network device and does not include hardware and software version information. The method includes storing, in a network device database, the network device information from the network device and receiving, at the monitoring module, defect information about a defect. The defect information includes network device criteria specifying what state information is required for a network device to be affected by the defect. The method includes storing the defect information in a defect database, determining that the defect applies to the network device based on analyzing the network device information and the defect information from their respective databases, and, based on the determination, informing a defect alert recipient that the defect applies to the network device.

Aspects of the subject disclosure may include, for example, categorizing users of a cellular network according to a plurality of user categories, identifying, by a machine learning model, a service degradation in the cellular network, identifying at least one affected user, the at least one affected user being affected by the service degradation, identifying one or more affected user categories including the at least one affected user, identifying potentially affected users, the potentially affected users being categorized according to the one or more affected user categories, and taking action to isolate the potentially affected users from the service degradation. Other embodiments are disclosed.

Aspects of the subject disclosure may include, for example, categorizing users of a cellular network according to a plurality of user categories, identifying, by a machine learning model, a service degradation in the cellular network, identifying at least one affected user, the at least one affected user being affected by the service degradation, identifying one or more affected user categories including the at least one affected user, identifying potentially affected users, the potentially affected users being categorized according to the one or more affected user categories, and taking action to isolate the potentially affected users from the service degradation. Other embodiments are disclosed.

In one embodiment, a network assurance service that monitors a wireless network receives data regarding connection failures of a wireless client of the wireless network. The network assurance service forms a behavioral profile for the wireless client based on the received data regarding the connection failures of the wireless client. The network assurance service uses machine learning to determine whether the behavioral profile of the wireless client is an outlier in relation to behavioral profiles of other wireless clients of the wireless network. The network assurance service causes performance of a mitigation action with respect to the wireless client, when the wireless client is determined to be an outlier.

Generally described, systems and methods are provided for detecting the impact of network failures. The system collects performance information from a plurality of nodes and links in a network, aggregates the collected performance information across paths in the network, processes the aggregated performance information for detecting failures on the paths, adjusts the set of performance information by removing the performance information for any nodes considered to be associated with performance information that is statistically different from performance information from other nodes at a given location or extrapolates the collected information to other paths, and determines the impact to customers of the network failures detected using the adjusted set of performance information.

Systems, methods, and apparatuses disclosed herein can receive an inquiry from a subscriber of a service that describes a symptom of an impairment within the service provider network that is being experienced by the subscriber which is causing the service to not perform as expected. These systems, methods, and apparatuses can identify a symptom indicator from among multiple symptom indicators that corresponds, or most closely corresponds, to the symptom that is described by the subscriber. Thereafter, these systems, methods, and apparatuses can identify a remediation action from among multiple remediation actions that corresponds to the symptom indicator. In some situations, these systems, methods, and apparatuses can perform the remediation action to diagnose and/or to remedy the impairment within the service provider network.

Systems, methods, and apparatuses disclosed herein can receive an inquiry from a subscriber of a service that describes a symptom of an impairment within the service provider network that is being experienced by the subscriber which is causing the service to not perform as expected. These systems, methods, and apparatuses can identify a symptom indicator from among multiple symptom indicators that corresponds, or most closely corresponds, to the symptom that is described by the subscriber. Thereafter, these systems, methods, and apparatuses can identify a remediation action from among multiple remediation actions that corresponds to the symptom indicator. In some situations, these systems, methods, and apparatuses can perform the remediation action to diagnose and/or to remedy the impairment within the service provider network.

As disclosed herein an information technology service ticket characterization method includes receiving tickets from one or more client devices during a time period, determining focus windows within the time period where each focus window includes an event window, identifying tickets received within the focus windows, determining a proportion of identified tickets that are related to a service event, and based on the proportion of identified tickets that are related to the service event, assessing the quality of the service event. A corresponding system and computer program product are also disclosed herein.

Embodiments determine failures of a network element (NE) in an outside plant utilizing a connectivity trail that indicates NEs starting at the headend and ending at a distribution tap that serves one or more customer premise devices associated to a customer account. Embodiments determine a failed NE that serves the highest number of customers for which a trouble is reported to a ticketing system. Embodiments avoid reporting downstream child NEs that may be performing poorly due to the upstream failed parent NE. Embodiments associate the one or more customer premise devices, and a customer account with respective NEs of the connectivity trail, perform operational metric tests to determine whether a customer premise device associated with a customer account has failed, determine when an NE of the connectivity trail has failed. Embodiments also include rebooting the failed NE and/or notifying a ticketing system accordingly.

Embodiments of the present invention provide a message processing method and apparatus, and relate to the field of communications technologies. The method includes: comparing a message feature of a currently processed message with a specified tracking feature; determining a user corresponding to the message as a target user when determining that the message feature matches the tracking feature; and reporting a signaling message of the target user to a network management server. In the present invention, a network fault is quickly located, and network connection efficiency is improved.