CN111064607A - Management method, device and storage medium of network operation and maintenance system - Google Patents
Management method, device and storage medium of network operation and maintenance system Download PDFInfo
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- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
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Abstract
The present disclosure relates to the field of computer network technologies, and in particular, to a management method, an apparatus, and a storage medium for a network operation and maintenance system, which are used to solve the technical problem that a knowledge base of the network operation and maintenance system in the related art cannot be updated in time and a corresponding solution cannot be updated in time. The management method of the network operation and maintenance system comprises the following steps: receiving input search information; according to the problem keywords in the search information, associating and searching problems corresponding to the problem keywords and a solution of the problems in a knowledge base of the network operation and maintenance system; when the problem corresponding to the problem keyword and a problem solution are not searched in the knowledge base, account information is obtained to solve the problem corresponding to the problem keyword according to the account information; and receiving a solution of the problem corresponding to the input problem keyword, and storing the problem corresponding to the problem keyword and the solution of the problem in a knowledge base in an associated manner.
Description
Technical Field
The present disclosure relates to the field of computer network technologies, and in particular, to a management method and apparatus for a network operation and maintenance system, and a storage medium.
Background
With the continuous development of the information age, the network operation and maintenance system has become an important component in IT services. Currently, many enterprises have the phenomenon that: the user is not aware of the specific responsible person when encountering a problem; operation and maintenance personnel often need to solve the similar problems of different users repeatedly; the user cannot solve the problem in time after feeding back the problem; the operation and maintenance personnel can not obtain the precipitate through experience.
Disclosure of Invention
The present disclosure provides a management method, an apparatus, and a storage medium for a network operation and maintenance system, so as to solve the technical problems in the knowledge base of the network operation and maintenance system and the technical problems that the corresponding solutions cannot be updated in time in the related art.
In order to achieve the above object, in a first aspect of the embodiments of the present disclosure, a management method for a network operation and maintenance system is provided, where the method includes:
receiving input search information;
according to the problem keywords in the search information, a problem corresponding to the problem keywords and a solution of the problem are searched in a knowledge base of the network operation and maintenance system in an associated manner;
when the problem and the problem solution corresponding to the problem keyword are not searched in the knowledge base, account information is obtained to solve the problem corresponding to the problem keyword according to the account information;
receiving an input solution of the problem corresponding to the problem keyword, and storing the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
Optionally, acquiring account information to solve the problem corresponding to the problem keyword according to the account information, includes:
acquiring IP information of a terminal of a login account;
and remotely controlling the terminal according to the IP information to solve the problems corresponding to the problem keywords.
Optionally, the account information further includes contact information of the user; obtaining account information to solve the problem corresponding to the problem keyword according to the account information, and further comprising:
when the problem corresponding to the problem keyword needs to be solved is confirmed to need management authority, acquiring contact information of a user;
and sending the authority information required for solving the problem corresponding to the problem keyword to a terminal to which the contact information of the user belongs.
Optionally, the method further comprises:
receiving an input problem which does not exist in the knowledge base and a solution corresponding to the problem;
and storing the problem and the solution corresponding to the problem in the knowledge base in an associated manner.
Optionally, the method further comprises:
timing after receiving the input solution, and judging whether first feedback information of a user is received within a preset time length;
when first feedback information of the user is not received within the preset time, pushing investigation information containing a problem corresponding to the problem keyword to a terminal of the user;
receiving second feedback information filled in aiming at the survey information;
and confirming whether the problem corresponding to the problem keyword is solved or not according to the second feedback information.
Optionally, when the second feedback information includes duration information required to solve the problem and recommendation information for the solution, the method further includes:
and when the problem corresponding to the problem keyword is solved, updating the solution of the problem corresponding to the problem keyword in the knowledge base according to the duration information and the suggestion information.
Optionally, the method further comprises:
when the problem corresponding to the problem keyword is not solved, acquiring contact information of a user to solve the problem corresponding to the problem keyword according to the contact information;
and receiving the updated solution, and updating the solution of the problem corresponding to the problem keyword in the knowledge base.
In a second aspect of the embodiments of the present disclosure, a management apparatus of a network operation and maintenance system is provided, where the apparatus includes:
a first receiving module configured to receive input search information;
the searching module is configured to search a problem corresponding to the problem keyword and a solution of the problem in a knowledge base of the network operation and maintenance system in an associated manner according to the problem keyword in the search information;
the acquisition module is configured to acquire account information to solve the problem corresponding to the problem keyword according to the account information when the problem corresponding to the problem keyword and the problem solution are not searched in the knowledge base;
the second receiving module is configured to receive an input solution of a problem corresponding to the problem keyword, and store the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
In a third aspect of the embodiments of the present disclosure, a computer-readable storage medium is provided, on which a computer program is stored, which when executed by a processor implements the steps of the method of any one of the above first aspects.
In a fourth aspect of the embodiments of the present disclosure, a management apparatus of a network operation and maintenance system is provided, including:
a memory having a computer program stored thereon; and
a processor for executing the computer program in the memory to implement the steps of the method of any of the first aspects above.
By adopting the technical scheme, the following technical effects can be at least achieved:
the self-service platform based on the network operation and maintenance system is provided, a user can search a problem keyword through the platform to obtain a corresponding solution, when the problem cannot be searched, operation and maintenance personnel can solve the problem according to information of the user and input the solution of the problem into the network operation and maintenance system, experience of the operation and maintenance personnel can be precipitated and propagated, different operation and maintenance personnel can learn each other, and the technical problem that problems in a knowledge base of the network operation and maintenance system and the corresponding solution cannot be updated in time in the related technology is solved.
In addition, the problem of the user can be solved by self-help through the platform, so that time can be saved, and the problem solving delay caused by limited number of operation and maintenance personnel, compact time and unknown help object is avoided; the pressure of operation and maintenance personnel can be relieved, and particularly a large amount of repetitive work can be relieved; and thirdly, the rapid solutions of the operation and maintenance personnel can be summarized in the event of an emergency.
Moreover, the method and the system provide a set of feedback mechanism, can track whether the problem of the user is solved, and can further improve the knowledge base according to the feedback of the problem solving situation of the user, so that the content of the knowledge base is more reasonable and easier to understand (especially for non-professional operation and maintenance personnel).
Additional features and advantages of the disclosure will be set forth in the detailed description which follows.
Drawings
The accompanying drawings, which are included to provide a further understanding of the disclosure and are incorporated in and constitute a part of this specification, illustrate embodiments of the disclosure and together with the description serve to explain the disclosure without limiting the disclosure. In the drawings:
fig. 1 is a flowchart illustrating a management method of a network operation and maintenance system according to an exemplary embodiment of the present disclosure.
Fig. 2 is a flowchart illustrating another management method for a network operation and maintenance system according to an exemplary embodiment of the disclosure.
Fig. 3 is a block diagram of a management apparatus of a network operation and maintenance system according to an exemplary embodiment of the present disclosure.
Fig. 4 is a block diagram of a management device of another network operation and maintenance system according to an exemplary embodiment of the present disclosure.
Detailed Description
Embodiments of the present disclosure will be described in detail with reference to the accompanying drawings and examples, so that how to apply technical means to solve technical problems and achieve the corresponding technical effects can be fully understood and implemented. The embodiments and various features in the embodiments of the present application can be combined with each other without conflict, and the formed technical solutions are all within the protection scope of the present disclosure.
The inventor of the present disclosure finds, through research, that in the related art, after a user inputs a problem in a network operation and maintenance system, the network operation and maintenance system searches whether the problem input by the user exists in a database, and if the problem input by the user exists in the database, outputs a solution corresponding to the problem in the database; if the problem does not exist in the database, the problem is generally solved manually, but the database cannot be updated after the problem is solved, so that the same problem still needs to be solved manually when a user inquires next time.
Example one
Fig. 1 is a flowchart illustrating a management method of a network operation and maintenance system according to an exemplary embodiment of the present disclosure, so as to solve a problem in a knowledge base of the network operation and maintenance system in the related art and a technical problem that a corresponding solution cannot be updated in time. As shown in fig. 1, the management method of the network operation and maintenance system includes:
and S11, receiving the input search information.
And S12, according to the problem keywords in the search information, performing associated search on the problem corresponding to the problem keywords and the solution of the problem in the knowledge base of the network operation and maintenance system.
S13, when the problem and the problem solution corresponding to the problem keyword are not searched in the knowledge base, acquiring account information to solve the problem corresponding to the problem keyword according to the account information.
And S14, receiving the input solution of the problem corresponding to the problem keyword, and storing the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
In step S11, the search information is information of the problem to be solved, which is input by the user using the network operation and maintenance system. The problem that the user wants to solve may be the following: the problem that outgoing attachments cannot be decrypted using foxmail clients; the problem that the library file icon is encrypted; the problem that an IE browser icon is blank or abnormal in display; clearnacro _ v2012 checks for the problem of killing macroviruses; outlook outbox buffers the problem of failure.
When the user encounters the above problem, the description information of the problem, that is, the search information, may be input in the network operation and maintenance system, for example, if the problem that the user wants to solve is that the outgoing attachment of the foxmail client cannot be decrypted, the corresponding keyword may be input in the network operation and maintenance system: foxmail client, attachment, and decryption. For another example, if the problem that the user wants to solve is that the library file icon is encrypted, the corresponding keyword may be input in the network operation and maintenance system: the library file icon, encrypted.
After receiving the input search information, the network operation and maintenance system executes step S12, and according to the problem keyword in the search information, performs an associated search on the problem corresponding to the problem keyword and a solution to the problem in the knowledge base of the network operation and maintenance system. The knowledge base of the network operation and maintenance system stores problems and solutions of the problems, and the stored problems can be searched through problem keywords.
The network operation and maintenance system extracts problem keywords in the search information by identifying the search information, then searches the problem keywords in a knowledge base of the network operation and maintenance system, if the problem keywords can be searched, a solution of a problem corresponding to the problem keywords can be associated and searched, and then the solution can be output, so that a user can solve the problem to be solved according to the output solution.
When the problem and the problem solution corresponding to the problem keyword are not searched in the knowledge base, step S13 is executed to obtain account information to solve the problem corresponding to the problem keyword according to the account information. The account number comprises a user account number and a temporary login (tourist), and the account number can be confirmed according to the forms of obtaining IP (Internet protocol), MAC (media access control) addresses and the like. The account information of the user may include IP information of a terminal where the user logs in the account, and may also include contact information of the user. The terminal may be a user equipment, such as a smart phone, a tablet computer, a notebook computer, etc., that accesses a network service through a mobile communication network.
When the information of the user can include IP information of a terminal of a login account, operation and maintenance personnel can remotely control the terminal of the user according to the IP information so as to solve the problem corresponding to the problem keyword.
If the problems corresponding to certain problem keywords can be solved only by opening the authority of the user, the authority information required for solving the problems corresponding to the problem keywords can be sent to the terminal to which the contact information of the user belongs. For example, when the contact information is a mobile phone number, the permission information required for solving the problem is sent to the mobile phone of the user by sending a short message, so that the user opens the corresponding permission.
Certainly, in other embodiments, the operation and maintenance personnel can directly communicate with the user by dialing the mobile phone of the user, so that the user starts the corresponding authority; or, the contact information may be a mailbox address, and the permission information required for solving the problem is sent to a mailbox of the user, so that the user opens the corresponding permission.
After the problem corresponding to the problem keyword is solved, step S14 is executed to receive the input solution of the problem corresponding to the problem keyword, and store the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner. After solving the problem which does not exist in the knowledge base, the operation and maintenance personnel inputs the problem and the corresponding solution into the network operation and maintenance system, and the network operation and maintenance system stores the problem and the corresponding solution into the knowledge base in an associated manner.
Optionally, when the operation and maintenance personnel encounter a problem that does not exist in the knowledge base, such as a sudden problem, and after the sudden problem is solved, the sudden problem and a corresponding solution need to be input into the network operation and maintenance system, and the network operation and maintenance system stores the problem and the corresponding solution in the knowledge base in an associated manner. In this way, the user can inquire the burst problem and the corresponding solution in the network operation and maintenance system. Wherein the burst problem may be the following: the mail server is attacked to cause the fault of sending and receiving mails of partial users, and the users need to be switched to the temporary mailbox service so as to recover normal office as soon as possible, so that the common problem is how to switch; the problem that some services are unavailable due to pushing of a new security policy, such as the VisualStaudio 2017 development environment of the Win10 system, cannot be connected to IIS Express.
After the operation and maintenance personnel solve the problems and input the problems and the corresponding solutions into the network operation and maintenance system, the network operation and maintenance system can time to judge whether first feedback information of the user is received within a preset time length; when the network operation and maintenance system does not receive first feedback information of the user within the preset time length, pushing survey information containing a problem corresponding to the problem keyword to a terminal of the user; receiving second feedback information filled in aiming at the survey information; and confirming whether the problem corresponding to the problem keyword is solved or not according to the second feedback information.
Wherein the preset duration may be three days, five days or one worship, for which the disclosure is not particularly limited; the first feedback information and the second feedback information may include information on whether the problem is solved, information on a time period consumed for solving the problem, and information on a proposal for a solution, which are filled in by the user.
After the operation and maintenance personnel solve the problem, the user may fill in feedback information in the network operation and maintenance system, that is, input the first feedback information in the network operation and maintenance system. The network operation and maintenance system is used for timing after inputting the problems and the corresponding solutions, and after the timing time reaches the preset time and the first feedback information is still not received, the network operation and maintenance system pushes investigation information containing the problems corresponding to the problem keywords to the terminal of the user, the user can send second feedback information formed by filling the investigation information to the network operation and maintenance system, and the network operation and maintenance system confirms whether the problems corresponding to the problem keywords are solved or not according to the second feedback information.
When the problem corresponding to the problem keyword is solved and the second feedback information includes duration information required for solving the problem and suggestion information for the solution, operation and maintenance personnel can complete the solution according to the duration information and the suggestion information and input the complete solution into the network operation and maintenance system, and the network operation and maintenance system can further update the solution of the problem corresponding to the problem keyword in the knowledge base.
However, when the problem corresponding to the problem keyword is not solved, the contact information of the user is acquired, and then the network operation and maintenance system can solve the problem corresponding to the problem keyword again according to the contact information, and then the re-solved solution is received and input into the network operation and maintenance system, and the network operation and maintenance system can further update the solution of the problem corresponding to the problem keyword in the knowledge base.
The self-service platform based on the network operation and maintenance system is provided, a user can search a problem keyword through the platform to obtain a corresponding solution, when the problem cannot be searched, operation and maintenance personnel can solve the problem according to information of the user and input the solution of the problem into the network operation and maintenance system, experience of the operation and maintenance personnel can be precipitated and propagated, different operation and maintenance personnel can learn each other, and the technical problem that problems in a knowledge base of the network operation and maintenance system and the corresponding solution cannot be updated in time in the related technology is solved.
In addition, the problem of the user can be solved by self-help through the platform, so that time can be saved, and the problem solving delay caused by limited number of operation and maintenance personnel, compact time and unknown help object is avoided; the pressure of operation and maintenance personnel can be relieved, and particularly a large amount of repetitive work can be relieved; and thirdly, the rapid solutions of the operation and maintenance personnel can be summarized in the event of an emergency.
Moreover, the method and the system provide a set of feedback mechanism, can track whether the problem of the user is solved, and can further improve the knowledge base according to the feedback of the problem solving situation of the user, so that the content of the knowledge base is more reasonable and easier to understand (especially for non-professional operation and maintenance personnel).
It should be noted that the method embodiment shown in fig. 1 is described as a series of acts or combinations for simplicity of description, but it should be understood by those skilled in the art that the present disclosure is not limited by the order of acts or steps described. Further, those skilled in the art will appreciate that the embodiments described in the specification are presently preferred and that no particular act is required in order to implement the disclosure.
Example two
Fig. 2 is a flowchart illustrating another management method for a network operation and maintenance system according to an exemplary embodiment of the present disclosure, so as to solve the technical problem in the related art that the problem in the knowledge base of the network operation and maintenance system and the corresponding solution cannot be updated in time.
The use premise of the platform for network operation and maintenance (i.e. the network operation and maintenance system) provided by the present disclosure is as follows: the platform operation and maintenance personnel summarize common problems or common problems caused by emergency situations by combining experience, and input the problems, solutions, expected solution periods and the like into a knowledge base. The specific use process is shown in fig. 2: and (4) the user inputs the problem keywords by himself, and the platform screens out the problem solutions which are in accordance with the problem keywords from the knowledge base. If the platform does not screen out the solution, the user can feed back the problem, personal information and other auxiliary information (such as IP of a computer) through the platform, after receiving the feedback content, the operation and maintenance personnel contact the user to solve the problem and simultaneously input the problem, the solution and the like into a knowledge base of the platform; if the platform screens out solutions, the user can deal with the encountered problems according to the solutions.
Further, if the solution is not fed back by the user within an expected period (three days, five days or one worship), the platform will push a notification to confirm whether the problem of the user is solved, if the problem is solved, the platform will push a feedback of the solution effect of the problem to the user, the user can feed back the solution period, suggestion, other conditions encountered in the solution and the like of the problem, and the operation and maintenance personnel can adjust the setting of the problem solution period or perfect the solution of the problem according to the feedback content of the user, so that the operation and maintenance personnel can more easily serve the non-professional operation and maintenance personnel; if the problem is not solved, the user can feed back the problem, personal information, other auxiliary information (such as IP of a computer and the like) and the solution screened by the platform through the platform, and after receiving the feedback content, the operation and maintenance personnel contact the user to solve the problem and simultaneously input the problem, the solution and the like into a knowledge base of the platform.
It should be noted that, compared with the solutions (such as panning robot customer service) in the related art, when the robot customer answers the user question and cannot solve the problem and go to manual customer service, the technical solution provided by the present disclosure has the following differences:
firstly, the core of the technical scheme provided by the disclosure is network operation and maintenance self-service, so under the condition that the user problem cannot be solved, operation and maintenance personnel can comprehensively analyze the problem according to the IP (the platform can acquire the IP through a program), the user and other information fed back by the platform and other system data of a system network room. Here, printing is taken as an example: the user needs to print the file, searches the flow of printing the file on the platform, and finds that the file is printed but cannot be printed according to the steps. The user feeds back the information and the problem of the user and the user IP information captured by the platform through the platform. After receiving the feedback information, the operation and maintenance personnel firstly inquire the system data, the user has permission to print, and if the user has permission, the operation and maintenance personnel remotely control the user computer through the feedback IP information to investigate the problem; and if the authority does not exist, informing the user of opening the printing authority.
And secondly, operation and maintenance personnel can enter solutions of some problems in emergency, response is fast, and users can conveniently and timely recover normal work. For example, a mail server is attacked to cause a fault in sending and receiving mails of part of users, and the users need to be switched to a temporary mailbox service so as to restore normal office as soon as possible, and operation and maintenance personnel can timely enter a solution for switching temporary mailbox operation.
Thirdly, the feedback mechanism is different. The Taobao robot customer service contacts manual service under the condition that a user does not search for a problem or cannot solve the problem, and whether the problem of the user is solved or not is not guaranteed. The feedback mechanism of the present disclosure has an expected period setting in order to track whether the user's problem is solved or not in time. If the user does not have feedback in the expected period, the platform pushes the user feedback survey to confirm whether the problem is solved. If the problem is solved, the user needs to fill in the problem solving time length, solution proposal and the like for feedback, so that operation and maintenance personnel can perfect the solution and better serve the user; if the problem is not solved, operation and maintenance personnel are needed to assist in solving the problem, and after the problem is solved, the operation and maintenance personnel input the problem, the solution processing time and the solution to be perfected. I.e., the feedback mechanism of the present disclosure forms a closed loop.
EXAMPLE III
Fig. 3 is a management apparatus of a network operation and maintenance system according to an exemplary embodiment of the present disclosure. As shown in fig. 3, the management apparatus 300 of the network operation and maintenance system includes:
a first receiving module 310 configured to receive search information input by a user;
the searching module 320 is configured to perform an associated search on a problem corresponding to the problem keyword and a solution of the problem in a knowledge base of the network operation and maintenance system according to the problem keyword in the search information;
the obtaining module 330 is configured to, when the problem and the problem solution corresponding to the problem keyword are not searched in the knowledge base, obtain account information to solve the problem corresponding to the problem keyword according to the account information;
the second receiving module 340 is configured to receive an input solution of a problem corresponding to the problem keyword, and store the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.
Example four
The present disclosure also provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the steps of the management method of the network operation and maintenance system according to any of the above-mentioned optional embodiments.
For the method implemented when the computer program is executed on the processor, reference may be made to the specific embodiment of the management method of the network operation and maintenance system of the present disclosure, and details are not described here again.
The processor may be an integrated circuit chip having information processing capabilities. The processor may be a general-purpose processor including a Central Processing Unit (CPU), a Network Processor (NP), and the like.
EXAMPLE five
The present disclosure also provides a management device of a network operation and maintenance system, including:
a memory having a computer program stored thereon; and
a processor, configured to execute the computer program in the memory to implement the management method steps of the network operation and maintenance system according to any of the above optional embodiments.
Fig. 4 is a block diagram illustrating a management apparatus 400 of a network operation and maintenance system according to an exemplary embodiment. As shown in fig. 4, the apparatus 400 may include: a processor 401, a memory 402, a multimedia component 403, an input/output (I/O) interface 404, and a communication component 405.
The processor 401 is configured to control the overall operation of the apparatus 400, so as to complete all or part of the steps in the management method of the network operation and maintenance system. The memory 402 is used to store various types of data to support operation of the apparatus 400, and such data may include, for example, instructions for any application or method operating on the apparatus 400, as well as application-related data. The Memory 402 may be implemented by any type of volatile or non-volatile Memory device or combination thereof, such as Static Random Access Memory (SRAM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Erasable Programmable Read-Only Memory (EPROM), Programmable Read-Only Memory (PROM), Read-Only Memory (ROM), magnetic Memory, flash Memory, magnetic disk or optical disk. The multimedia components 403 may include a screen and an audio component. Wherein the screen may be, for example, a touch screen and the audio component is used for outputting and/or inputting audio signals. For example, the audio component may include a microphone for receiving external audio signals. The received audio signal may further be stored in the memory 402 or transmitted through the communication component 405. The audio assembly also includes at least one speaker for outputting audio signals. The I/O interface 404 provides an interface between the processor 401 and other interface modules, such as a keyboard, mouse, buttons, etc. These buttons may be virtual buttons or physical buttons. The communication component 405 is used for wired or wireless communication between the apparatus 400 and other devices. Wireless Communication, such as Wi-Fi, bluetooth, Near Field Communication (NFC), 2G, 3G, or 4G, or a combination of one or more of them, so that the corresponding Communication component 405 may include: Wi-Fi module, bluetooth module, NFC module.
In an exemplary embodiment, the apparatus 400 may be implemented by one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, microcontrollers, microprocessors or other electronic components, for performing the above-mentioned management method of the network operation and maintenance system.
In another exemplary embodiment, a computer readable storage medium including program instructions, such as the memory 402 including program instructions, which are executable by the processor 401 of the apparatus 400 to perform the above-mentioned management method of the network operation and maintenance system is also provided.
The preferred embodiments of the present disclosure are described in detail with reference to the accompanying drawings, however, the present disclosure is not limited to the specific details of the above embodiments, and various simple modifications may be made to the technical solution of the present disclosure within the technical idea of the present disclosure, and these simple modifications all belong to the protection scope of the present disclosure.
It should be noted that the various features described in the above embodiments may be combined in any suitable manner without departing from the scope of the invention. In order to avoid unnecessary repetition, various possible combinations will not be separately described in this disclosure.
In addition, any combination of various embodiments of the present disclosure may be made, and the same should be considered as the disclosure of the present disclosure, as long as it does not depart from the spirit of the present disclosure.
Claims (10)
1. A management method of a network operation and maintenance system is characterized by comprising the following steps:
receiving search information;
according to the problem keywords in the search information, a problem corresponding to the problem keywords and a solution of the problem are searched in a knowledge base of the network operation and maintenance system in an associated manner;
when the problem and the problem solution corresponding to the problem keyword are not searched in the knowledge base, account information is obtained to solve the problem corresponding to the problem keyword according to the account information;
receiving an input solution of the problem corresponding to the problem keyword, and storing the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
2. The method of claim 1, wherein obtaining account information to solve the problem corresponding to the problem keyword according to the account information comprises:
acquiring IP information of a terminal of a login account;
and remotely controlling the terminal according to the IP information to solve the problems corresponding to the problem keywords.
3. The method of claim 1 or 2, wherein the account information further comprises contact information of the user; obtaining account information to solve the problem corresponding to the problem keyword according to the account information, and further comprising:
when the problem corresponding to the problem keyword needs to be solved is confirmed to need management authority, acquiring contact information of a user;
and sending the authority information required for solving the problem corresponding to the problem keyword to a terminal to which the contact information of the user belongs.
4. The method of claim 1, further comprising:
receiving an input problem which does not exist in the knowledge base and a solution corresponding to the problem;
and storing the problem and the solution corresponding to the problem in the knowledge base in an associated manner.
5. The method of claim 1, further comprising:
timing after receiving the input solution, and judging whether first feedback information of a user is received within a preset time length;
when first feedback information of the user is not received within the preset time, pushing investigation information containing a problem corresponding to the problem keyword to a terminal of the user;
receiving second feedback information filled in aiming at the survey information;
and confirming whether the problem corresponding to the problem keyword is solved or not according to the second feedback information.
6. The method according to claim 5, wherein when the second feedback information includes duration information required for solving the problem and recommendation information for the solution, the method further comprises:
and when the problem corresponding to the problem keyword is solved, updating the solution of the problem corresponding to the problem keyword in the knowledge base according to the duration information and the suggestion information.
7. The method of claim 5, further comprising:
when the problem corresponding to the problem keyword is not solved, acquiring contact information of a user to solve the problem corresponding to the problem keyword according to the contact information;
and receiving the updated solution, and updating the solution of the problem corresponding to the problem keyword in the knowledge base.
8. A management apparatus of a network operation and maintenance system, comprising:
a first receiving module configured to receive input search information;
the searching module is configured to search a problem corresponding to the problem keyword and a solution of the problem in a knowledge base of the network operation and maintenance system in an associated manner according to the problem keyword in the search information;
the acquisition module is configured to acquire account information to solve the problem corresponding to the problem keyword according to the account information when the problem corresponding to the problem keyword and the problem solution are not searched in the knowledge base;
the second receiving module is configured to receive an input solution of a problem corresponding to the problem keyword, and store the problem corresponding to the problem keyword and the solution of the problem in the knowledge base in an associated manner.
9. A management apparatus of a network operation and maintenance system, comprising:
a memory having a computer program stored thereon; and
a processor for executing the computer program in the memory to carry out the steps of the method of any one of claims 1 to 7.
10. A storage medium on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
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