CN111984234A

CN111984234A - Method and device for processing work order

Info

Publication number: CN111984234A
Application number: CN202010772423.0A
Authority: CN
Inventors: 刘远浩; 胡汝坤; 邵小亮; 谢隆飞; 程榆; 邹斯韬; 汪博
Original assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Current assignee: CCB Finetech Co Ltd
Priority date: 2020-08-04
Filing date: 2020-08-04
Publication date: 2020-11-24

Abstract

The invention discloses a method and a device for processing a work order, and relates to the technical field of computers. One embodiment of the method comprises: responding to a processing request of a work order, and acquiring work order data of the work order; acquiring a process configuration file for processing the work order according to the work order data; and processing the work order based on the process configuration file to execute the processing request. The implementation mode can flexibly deal with diversified business requirements from the aspects of work order generation, work order processing flow and the like, meet differentiated work order requirements, and enable the development amount to be smaller under the condition of responding to the business requirements, thereby improving the business efficiency, saving the labor cost and reducing the system risk.

Description

Method and device for processing work order

Technical Field

The invention relates to the technical field of computers, in particular to a method and a device for processing a work order.

Background

The work order is an important module in the customer service system, along with the continuous development of services, the functions carried by the customer service center are more and more, the service facing to customers is more and more comprehensive, the information elements recorded by the work order are more and more abundant, the work order requirements are more and more complex and diversified, and the unified work order elements, data and processes cannot meet the service requirements. When the differentiated work order requirements of different customer service centers are met, the prior art is generally realized in a mode of modifying codes and reissuing versions.

In the process of implementing the invention, the inventor finds that at least the following problems exist in the prior art:

1) software version iteration needs a longer period, including links such as requirement analysis, development, testing and version release, so that urgent business requirements cannot be responded quickly, and a work order meeting the business requirements cannot be generated quickly;

2) the workload is large, the labor cost is high, and particularly, under the condition of huge business demand, huge workload needs to be invested;

3) the constantly emerging differentiated business requirements lead to frequent version iterations, possibly causing new system defects, and bringing system risks and business risks.

Disclosure of Invention

In view of this, embodiments of the present invention provide a method and an apparatus for processing a work order, which can flexibly meet diversified business requirements in various aspects from work order generation, work order processing flow, and work order data conversion, meet differentiated work order requirements, and enable a development amount to be small in a case of responding to the business requirements, thereby improving business efficiency, saving labor cost, and reducing system risk.

To achieve the above object, according to an aspect of an embodiment of the present invention, there is provided a method of processing a work order, including:

responding to a processing request of a work order, and acquiring work order data of the work order;

acquiring a process configuration file for processing the work order according to the work order data;

and processing the work order based on the process configuration file to execute the processing request.

Optionally, the work order data includes: general dimension data and difference dimension data;

wherein the common dimension data comprises: user information, submission time information and submission place information; the difference dimension data includes: and (4) data generated after the user fills and submits the work order to be filled.

Optionally, the work order to be filled in is created and generated based on a work order template;

the following information is set in the work order template: template identification, template name, application range, service type, template label and visual page; the visual effect of the work order to be filled in is presented according to the visual page;

the visual page is composed of at least one element to be filled in; the elements to be filled in comprise the following attributes: the method comprises the following steps of (1) filling the name of an element to be filled, the description information of the element to be filled, a visual control of the element to be filled and whether the element to be filled is necessary to be filled; wherein the visualization control comprises: text fields, short text boxes, long text boxes, radio boxes, time controls, drop-down lists.

Optionally, before acquiring and processing the process configuration file of the work order according to the work order data, the method further includes:

creating a processing task for processing the work order according to the processing request, and setting a processing state, a current node and a processing log for the processing task; the initial value of the processing state is to be processed, and the initial value of the processing node is null; and the number of the first and second groups,

before processing the work order based on the process configuration file, the method further comprises:

confirming that the processing state of the processing task is updated to start processing.

Optionally, the processing task is created from a generic task profile.

Optionally, acquiring and processing a process configuration file of the work order according to the work order data includes:

acquiring a process configuration file for processing the work order based on the corresponding relation between the template identification and the process configuration file according to the template identification in the difference dimension data;

wherein the process configuration file comprises: the nodes for processing the work order, the functions of each node, the branch paths from each node to other nodes and the branch conditions corresponding to the branch paths.

Optionally, the flow configuration file is a file in an XML format.

Optionally, the processing the work order based on the process configuration file includes:

based on the process configuration file, sending the work order data to an initial node in the process configuration file;

circularly executing the following steps until the work order data is processed by the last node in the process configuration file:

taking the node which processes the work order currently as a first node, and processing the work order according to the function of the first node to obtain a node processing result;

determining a second node indicated by a branch path according to the branch condition corresponding to the node processing result based on the branch path from the first node to other nodes and the branch condition corresponding to the branch path;

and sending the work order data processed by the first node to the second node.

Optionally, the processing the work order based on the process configuration file further includes:

recording processing information generated by each node for processing the work order data in the processing process to a processing log of the processing task; the processing information includes: node information, processing time and node processing results;

and when the last node in the process configuration file processes the work order data, obtaining a processing result of the processing task, and updating the processing state information of the processing task to be processing completion.

Optionally, the method for processing the work order further includes:

when the work order data is displayed on a front-end interface, displaying the parameters in the work order data in a parameter name form based on the corresponding relation between parameter codes and parameter names;

wherein, the corresponding relation between the parameter codes and the parameter names is stored based on a redis cache mechanism.

Optionally, the method for processing the work order provided by the invention is set based on a public cloud multi-tenant architecture.

According to still another aspect of the embodiments of the present invention, there is provided an apparatus for processing a work order, including:

the receiving module is used for responding to a processing request of a work order and acquiring work order data of the work order;

the acquisition module acquires and processes the process configuration file of the work order according to the work order data;

and the execution module is used for processing the work order based on the process configuration file so as to execute the processing request.

Optionally, before the obtaining module obtains a process configuration file for processing the work order according to the work order data, the obtaining module further includes:

Optionally, the processing task is created from a generic task profile.

Optionally, the obtaining module obtains a process configuration file for processing the work order according to the work order data, including:

Optionally, the flow configuration file is a file in an XML format.

Optionally, the processing the work order based on the process configuration file by the execution module includes:

and sending the work order data processed by the first node to the second node.

Optionally, the executing module processes the work order based on the process configuration file, and further includes:

Optionally, the apparatus for processing a work order provided by the present invention further includes: when the work order data is displayed on a front-end interface, displaying the parameters in the work order data in a parameter name form based on the corresponding relation between parameter codes and parameter names;

Optionally, the device for processing the work order provided by the invention is set based on a public cloud multi-tenant architecture.

According to another aspect of the embodiments of the present invention, there is provided an electronic device for processing a work order, including:

one or more processors;

a storage device for storing one or more programs,

when the one or more programs are executed by the one or more processors, the one or more processors implement the method for processing a work order provided by the present invention.

According to still another aspect of an embodiment of the present invention, there is provided a computer-readable medium on which a computer program is stored, the program, when executed by a processor, implementing the method for processing a work order provided by the present invention.

One embodiment of the above invention has the following advantages or benefits:

the invention designs a set of complete work order processing scheme from the aspects of work order generation, work order processing flow, work order data conversion and the like, and the method is realized based on a public cloud multi-tenant architecture, can meet the requirement that multiple tenants share the same work order service, and can effectively support different work order use scenes of the multiple tenants. The invention has the following advantages:

1) because the technical scheme that differentiated requirements of different tenants are adopted and the work order is modified according to the universal work order generation method and the process configuration file in the application based on the service requirements is adopted, the technical problem that the work order meeting the service requirements cannot be generated quickly in the prior art is solved, and the technical effect of quickly responding to the service requirements is achieved;

2) the development cost is reduced through the configuration mode, the unified operation and maintenance of a plurality of tenants is supported by the same set of service, and the hardware cost is reduced, so the technical problems of large workload and high labor cost in the prior art are solved, and the technical effect of saving resources is achieved.

3) Due to the adoption of the universal work order generation method, the work order processing flow method and the work order data conversion method, the version release and update frequency is reduced, the technical problems of system risks and business risks caused by continuous version iteration in the prior art are solved, and the technical effect of reducing the system risks and the business risks is further achieved.

Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.

Drawings

The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:

FIG. 1 is a schematic diagram of a main flow of a method of processing a work order according to an embodiment of the present invention;

FIG. 2 is a schematic diagram of the major modules of an apparatus for processing a work order according to an embodiment of the present invention;

FIG. 3 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;

fig. 4 is a schematic block diagram of a computer system suitable for use in implementing a terminal device or server of an embodiment of the invention.

Detailed Description

Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

Fig. 1 is a schematic diagram of a main flow of a method of processing a work order according to an embodiment of the present invention, as shown in fig. 1, including:

step S101, responding to a processing request of a work order, and acquiring work order data of the work order;

step S102, acquiring a process configuration file for processing the work order according to the work order data;

and step S103, processing the work order based on the flow configuration file so as to execute the processing request.

The work order can be regarded as a work document and can be used for recording, circulating, tracking and solving problems; the customer service work order can be regarded as a work order created and generated by the customer service center and is used for responding to various difficult and complicated problems reflected by external customers through the customer service center so as to solve the customer problems through cross-department tracking.

The work order data may include information indicating a unique work order identifier (e.g., a special identifier submitted by a user, a template identifier of a work order, etc.), and a process configuration file corresponding to the work order may be obtained according to the unique identifier, so that the work order may be processed based on the process configuration file; the work order can be a work order which is created and generated based on the work order template and is filled and submitted by a user;

the embodiment of the invention provides a method and a device for processing a work order, which can flexibly meet diversified business requirements from the aspects of work order generation, work order processing flow and the like, meet the differentiated work order requirements, and enable the development amount to be smaller under the condition of responding to the business requirements, thereby improving the business efficiency, saving the labor cost and reducing the system risk.

In some embodiments, the work order data comprises: general dimension data and difference dimension data;

The general dimension data can be regarded as information contained in all submitted work order data, such as work order type information (such as suspicion, complaint, suggestion, raise and the like), user information (such as name, at least one contact way and the like), submission time information, submission place information (such as city, street and offline institution identification) and the like;

the difference dimension data can be regarded as data required in work orders processed by the service tenants for different services; for example, for a certain bank tenant, for a work order of a business scene of depositing and withdrawing wrong accounts by self-service equipment, data information such as equipment type, equipment number or address, wrong account occurrence time, wrong account amount and the like needs to be recorded; for another example, for a work order of a service scenario, such as a short message charging problem, data information such as a mobile phone number, a fee deduction account, fee deduction time, and a fee refund amount required by a user, which are signed by the user, needs to be recorded; the difference dimension data can be data generated after a user fills and submits a work order to be filled provided by the service scene; the user can transact filling on line or transact filling off line.

In some embodiments, the work order to be filled out is created based on a work order template;

The information set in the work order template may be as shown in table 1:

TABLE 1

The information set in the visualization page may be as shown in table 2:

TABLE 2

To facilitate understanding of the application of the work order template in the actual service scenario, reference may be made to table 3, and the scenario to which the setting method in table 3 is applicable may be a service scenario in which a customer reflects a wrong account of depositing and withdrawing of the self-service device:

TABLE 3

In some embodiments, before obtaining a process configuration file for processing the work order according to the work order data, the method further includes:

In some embodiments, the processing tasks are created from a generic task profile.

The general task configuration file can be regarded as a sub-module independent of the service, and the sub-module is only focused on the management of the process, such as creation of the process, recording and updating of the process, and the like.

In some embodiments, obtaining a process configuration file for processing the work order according to the work order data includes:

In some embodiments, the flow configuration file is an XML formatted file.

The work order circulation process which is related to the service and has great difference in service scenes can be handed over to the process configuration file for processing; during the initialization process of the system, all the process configuration files are read, and the corresponding processes are loaded into the memory. When a processing request of a work order is received, a process configuration file corresponding to the work order can be called according to a template identifier or other work order data in the work order; such as: the corresponding process configuration file can be called together according to the filling time, the filling address and the template identification of the user; and a corresponding flow configuration file can be called according to the user level in the user information. The flow configuration file in the XML format can be used more clearly and easily, and it is understood that other formats, such as JSON format, can be used to implement flow configuration.

In one possible flow profile, the following may be included:

1. flow: the flow is a top-level element in the flow configuration file, and one flow is a complete work order flow and defines all information such as operation, state, authority and the like of the whole life cycle of the work order. The flow number (flow id) is an identifier of the flow, and can uniquely determine one flow.

2. And (3) a node: the node is a node in the process, one flow consists of a plurality of nodes, the nodes define the state of the work order and a list of all functions (functions) under the node, and the node number (node id) can uniquely determine one node in one process.

3. function, i.e. a function, such as creation, handover, solution, etc. of a work order, can be understood as a function, different function lists can be defined under different nodes, and different circulation conditions (conditions) can be configured under the same function, so as to select different circulation paths. The function id can uniquely determine a certain function operation under a certain node.

4. auth: auth is the authority, which defines who has the authority to process the work order under a certain node, and can configure multiple levels such as organization, post, personnel, skill group and the like through auth elements, and if { runtime } is configured, the authority is judged by the business logic level.

The following is a possible code fragment of the configuration file:

in some embodiments, the processing the work order based on the process profile includes:

and sending the work order data processed by the first node to the second node.

In some embodiments, the processing the work order based on the process profile further comprises:

In some embodiments, the method for processing a work order provided by the present invention further comprises:

The parameter values are stored in a database in a coding mode so as to facilitate processing and query of data; but when the front-end interface is displayed, the parameter names should be displayed, so that the parameter names are convenient to understand and view. Therefore, the system needs to complete the parameter encoding and the parameter name conversion.

In some embodiments, the method for processing the work order provided by the invention is set based on a public cloud multi-tenant architecture.

By using the public cloud multi-tenant architecture, the same system or program component can be supported to be shared under a multi-user environment (such as enterprise-oriented users), the differentiated requirements of different users can be supported, and the data isolation among the users can be ensured.

Fig. 2 is a schematic diagram of main blocks of an apparatus for processing a work order according to an embodiment of the present invention, and as shown in fig. 2, the apparatus 200 for processing a work order includes:

a receiving module 201, configured to respond to a processing request of a work order, and obtain work order data of the work order;

an obtaining module 202, configured to obtain a process configuration file for processing the work order according to the work order data;

and the execution module 203 is configured to process the work order based on the process configuration file to execute the processing request.

In some embodiments, before the obtaining module obtains a process configuration file for processing the work order according to the work order data, the obtaining module further includes:

In some embodiments, the obtaining module obtains a process configuration file for processing the work order according to the work order data, including:

In some embodiments, the flow configuration file is an XML formatted file.

In one possible flow profile, the following may be included:

In some embodiments, the execution module processes the work order based on the process profile, including:

and sending the work order data processed by the first node to the second node.

In some embodiments, the execution module processes the work order based on the process configuration file, further comprising:

In some embodiments, the apparatus for processing a work order provided by the present invention further comprises: when the work order data is displayed on a front-end interface, displaying the parameters in the work order data in a parameter name form based on the corresponding relation between parameter codes and parameter names;

In some embodiments, the device for processing the work order provided by the invention is arranged based on a public cloud multi-tenant architecture.

FIG. 3 illustrates an exemplary system architecture 300 to which the method of processing a work order or apparatus for processing a work order of embodiments of the present invention may be applied.

As shown in fig. 3, the system architecture 300 may include

terminal devices

301, 302, 303, a network 304, and a server 305. The network 304 serves as a medium for providing communication links between the

terminal devices

301, 302, 303 and the server 305. Network 304 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.

The user may use the

terminal device

301, 302, 303 to interact with the server 305 via the network 304 to receive or send messages or the like. The

terminal devices

301, 302, 303 may have various communication client applications installed thereon, such as shopping applications, web browser applications, search applications, instant messaging tools, mailbox clients, social platform software, and the like.

The

terminal devices

301, 302, 303 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 305 may be a server providing various services, such as a background management server providing support for shopping websites browsed by the user using the

terminal devices

301, 302, 303. The background management server can analyze and process the received data such as the product information inquiry request and feed back the processing result to the terminal equipment.

It should be noted that the method for processing the work order provided by the embodiment of the present invention is generally executed by the server 305, and accordingly, the apparatus for processing the work order is generally disposed in the server 305.

It should be understood that the number of terminal devices, networks, and servers in fig. 3 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

Referring now to FIG. 4, a block diagram of a computer system 400 suitable for use with a terminal device implementing an embodiment of the invention is shown. The terminal device shown in fig. 4 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.

As shown in fig. 4, the computer system 400 includes a Central Processing Unit (CPU)401 that can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)402 or a program loaded from a storage section 408 into a Random Access Memory (RAM) 403. In the RAM 403, various programs and data necessary for the operation of the system 400 are also stored. The CPU 401, ROM 402, and RAM 403 are connected to each other via a bus 404. An input/output (I/O) interface 405 is also connected to bus 404.

The following components are connected to the I/O interface 405: an input section 406 including a keyboard, a mouse, and the like; an output section 407 including a display device such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 408 including a hard disk and the like; and a communication section 409 including a network interface card such as a LAN card, a modem, or the like. The communication section 409 performs communication processing via a network such as the internet. A driver 410 is also connected to the I/O interface 405 as needed. A removable medium 411 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 410 as necessary, so that a computer program read out therefrom is mounted into the storage section 408 as necessary.

In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 409, and/or installed from the removable medium 411. The computer program performs the above-described functions defined in the system of the present invention when executed by a Central Processing Unit (CPU) 401.

It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

The modules described in the embodiments of the present invention may be implemented by software or hardware. The described modules may also be provided in a processor, which may be described as: a processor comprises a receiving module, an obtaining module and an executing module. Wherein the names of the modules do not in some cases constitute a limitation of the module itself.

As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to comprise: step S101, responding to a processing request of a work order, and acquiring work order data of the work order; step S102, acquiring a process configuration file for processing the work order according to the work order data; and step S103, processing the work order based on the flow configuration file so as to execute the processing request.

According to the technical scheme of the embodiment of the invention, a set of complete work order processing scheme is designed from multiple aspects of work order generation, work order processing flow, work order data conversion and the like, and the method is realized based on a public cloud multi-tenant architecture, can meet the requirement that multiple tenants share the same work order service, and can effectively support different work order use scenes of the multiple tenants. The invention has the following advantages:

The above-described embodiments should not be construed as limiting the scope of the invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions can occur, depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.

Claims

1. A method of processing a work order, comprising:

2. The method of claim 1, wherein the work order data comprises: general dimension data and difference dimension data;

3. The method of claim 2, wherein the work order to be filled out is created based on a work order template;

4. The method of claim 3, further comprising, prior to obtaining a process profile for processing the work order based on the work order data:

5. The method of claim 4, comprising: the processing task is created from a generic task profile.

6. The method of claim 4, wherein obtaining a process profile for processing the work order based on the work order data comprises:

7. The method according to any one of claims 6, comprising: the flow configuration file is a file in an XML format.

8. The method of claim 6, wherein the processing the work order based on the process profile comprises:

and sending the work order data processed by the first node to the second node.

9. The method of claim 4, wherein the processing the work order based on the process profile further comprises:

10. The method of any of claims 1-9, further comprising:

11. The method of any of claims 1-9, further comprising:

the method for processing the work order is set based on a public cloud multi-tenant architecture.

12. An apparatus for processing a work order, comprising:

13. The apparatus of claim 12, wherein the work order data comprises: general dimension data and difference dimension data;

14. The apparatus of claim 13, wherein the work order to be filled out is created based on a work order template;

15. The apparatus of claim 14, wherein the means for obtaining a process configuration file for processing the work order based on the work order data comprises:

16. An electronic device for processing a work order, comprising:

one or more processors;

a storage device for storing one or more programs,

when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1-11.

17. A computer-readable medium, on which a computer program is stored, which, when being executed by a processor, carries out the method according to any one of claims 1-11.