JP2004362467A - Message priority setting method and message priority setting program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a message priority setting method which performs the priority setting of messages notified wherein the messages notified are displayed in the order of priority reflecting past achievement points. <P>SOLUTION: The method comprises the steps of: determining whether or not messages notified satisfy a preset customer requirement; calculating points of the messages determined to satisfy the customer requirement with reference to points for each relevant item of the preset customer requirement; extracting past achievement points corresponding to the messages with reference to an achievement point DB to reflect the extracted points on the calculated points of the messages; and displaying the messages in the order of priority of the reflected points. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

以上のように、顧客要件▲２▼として、優先監視対象となる要件（期間、拠点、機器、メッセージなど）のポイントを登録することにより、センタ１が受信したエラーメッセージについて、当該顧客要件▲２▼を参照してポイント（重要度を表す指標）を算出することが可能となる。
【００４７】
図６は、本発明の対応実績の例を示す。
図６の（ａ）は、対応実績の例を示す。対応実績は、図示の下記の情報を対応づけて登録するものである。
【００４８】
・項目：
・対応：
・ポイント（今回のメッセージのポイント）：
・実績ポイント（過去のポイントの平均）：
・その他：
ここで、項目は既述した図５の（ａ）の項目（顧客イベント、期間、メッセージ、拠点）に加えて、更に、対応した項目（対応手順、対応詳細、ＳＥ出動、ＣＥ出動、対応時間、ＳＬＡ，トラブルなど）である。対応記録は、項目に対応する内容である。ポイントは現在受信したメッセージのポイントである。実績ポイントは、下記の同様のメッセージのポイントの平均である。
【００４９】
図６の（ｂ）は、項目／ポイント説明を示す。
▲１▼対応手順：対応詳細は対応者が参照するものである。
【００５０】
▲２▼ＳＥ出動：有（ポイント２０）、無（ポイント０）
▲３▼ＣＥ出動：有（ポイント２０）、無（ポイント０）
▲４▼対応時間：１Ｈ以内（ポイント５）、５Ｈ以内（ポイント８）、１０以内（ポイント１０）
▲５▼ＳＬＡ遵守：ＯＫ（ポイント５），ＮＧ（ポイント１０）
▲６▼トラブル・大（ポイント３０）、中（ポイント２０）、小（ポイント１０）
以上のように、項目毎に有、無、あるいは範囲限定してポイントを予め設定しておくことにより、受信したメッセージのポイントを自動算出したり、対処後のポイントを自動算出したりすることが可能となる。そして、対処後のポイントの平均を実績ポイントとして設定する。
【００５１】
図７は、本発明の対応順番表示の例を示す。これは、既述した受信したメッセージのポイントが図６の（ａ）に示すポイント８０、実績ポイント１３０と算出できたので、その加重平均のポイント１０５となり、ここでは、優先１．のエントリに当該メッセージを挿入（優先）して表示した状態を示す。対処者は、優先１．から順にメッセージの詳細を参照して対処する。対処が終了すると、対処終了済みのフォルダに移動させる。優先２．のメッセージが優先１．となる。
【００５２】
以上のように、図１のセンタ１が受信したメッセージについて、ポイントを算出し、当該ポイントと過去の実績ポイントとの加重平均のポイントを算出し、当該加重平均のポイントの優先度で、図７の対応順番表示の画面上に挿入して表示することにより、メッセージの重要度に過去の重要度（実績ポイント）を反映した重要度（優先度）の順番にメッセージを自動表示し、対処することが可能となる。
【００５３】
【発明の効果】
以上説明したように、本発明によれば、受付けたメッセージについて、顧客要件を参照して対象のメッセージと判明したときにそのポイントを算出し、当該ポイントに過去の実績ポイントを反映して優先順を決めて表示する構成を採用しているため、通知（受付け）されたメッセージのポイント（重要度）に過去の実績ポイント（重要度）を反映した優先順に表示して対処することが可能となる。
【図面の簡単な説明】
【図１】本発明のシステム構成図である。
【図２】本発明の動作説明フローチャートである。
【図３】本発明のエラーメッセージ例である。
【図４】本発明の顧客要件▲１▼の例である。
【図５】本発明の顧客要件▲２▼の例である。
【図６】本発明の対応実績の例である。
【図７】本発明の対応順番表示の例である。
【符号の説明】
１：センタ
１１：蓄積ＤＢ
１２：顧客要件▲１▼ＤＢ
１３：顧客要件▲２▼ＤＢ
１４：対応実績ＤＢ
１６：評価手段
１７：メッセージ表示部
２：顧客監視システム
３：端末（対応者）[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a message prioritizing method and a message prioritizing program for prioritizing notified messages.
[0002]
[Prior art]
Conventionally, monitoring messages notified from a number of remote monitoring systems to a center have been displayed on a center monitoring screen in the order of occurrence (or order of reception at the center). For this reason, responders are required to respond to monitoring messages displayed on the screen with the highest priority, or to respond within a certain period of time after being notified. Since the importance of the message differs depending on the location where the message occurred, it has been required to deal with the priority in consideration of the location.
[0003]
Also, an n-line is provided between a health check device, which is a remote monitoring system, and a monitor device that monitors a plurality of monitored measures, and a health order in which the priority order of performing a health check of the target monitor device is registered. A technique is disclosed in which a check customization file is provided, and a health check for monitoring devices for up to n lines is performed in parallel according to the order of priority registered in the file (Patent Document 1).
[0004]
[Patent Document 1]
See [0015] to [0026] of JP-A-8-190499 and FIG.
[0005]
[Problems to be solved by the invention]
In the former case, it is necessary for the responder to determine the priority of the monitoring messages displayed on the screen in the order of occurrence (or receiving order) while paying attention to all the monitoring messages, and to deal with them. There was a problem that was required.
[0006]
In the latter case, the health check device can be connected to a large number of monitoring devices in priority order using a maximum of n lines to perform a health check in parallel. However, a large number of monitoring messages are simultaneously received from a large number of monitoring devices. When the treatment cannot be performed, it is impossible to perform the treatment in the priority order in consideration of the conditions such as the base.
[0007]
In order to solve these problems, the present invention calculates the point of the notified message when it is found to be the target message by referring to the customer requirements, and reflects the past actual points on the point to give priority. The purpose is to determine and display the order, and to cope with it, and to display and cope with the notified message in order of priority reflecting past achievement points.
[0008]
[Means for Solving the Problems]
Means for solving the problem will be described with reference to FIG.
[0009]
In FIG. 1, a center 1 is a computer system that receives messages and deals with them in order of priority. Is what is done.
[0010]
Customer requirements (1) The DB 12 registers information for prioritizing messages for each customer.
[0011]
The customer requirement (2) DB 13 registers information for calculating message points.
[0012]
The response record DB 14 stores the past points of the message.
The evaluation means 16 calculates points of the received message, and calculates a weighted average of actual points on the points.
[0013]
Next, the operation will be described.
It is determined whether the message received by the evaluation means 16 constituting the center 1 matches the preset customer requirement (1) or not, and the preset customer requirement (2) for the message determined to be matched. The points of the message are calculated by referring to the points of the corresponding items of the message in the DB 13, and the past result points corresponding to the message are extracted to the calculated points of the message by referring to the corresponding result DB 14, and the points are calculated. Weighted averaging is performed, and messages are displayed in the priority order of the points after the weighted averaging.
[0014]
At this time, the evaluation requirements (customer requirements (1)) include at least a period, a message content, and a base (location).
[0015]
Further, the past actual points are set to be the average of the points of the past messages.
[0016]
Therefore, for the received message, when the message is found to be the target message with reference to the customer requirements, the point is calculated, the past point is reflected on the point, the priority is determined and displayed, and the notification ( The received message can be displayed in the priority order reflecting past performance points, and the message can be dealt with.
[0017]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, the embodiment and operation of the present invention will be described in detail with priority with reference to FIGS.
[0018]
FIG. 1 shows a system configuration diagram of the present invention.
In FIG. 1, a center 1 is a computer system that receives messages and deals with them in order of priority. And a message display unit 17.
[0019]
The accumulation DB 11 receives and accumulates messages (monitoring messages) notified from the customer monitoring system 2.
[0020]
The customer requirement (1) DB12 registers information for prioritizing messages for each customer (see FIG. 4).
[0021]
The customer requirement (2) DB 13 registers information for calculating message points (see FIG. (5)).
[0022]
The response record DB 14 stores the past points of the message and the like.
[0023]
The evaluation means 16 calculates points of the received message, and calculates a weighted average of actual points on the points.
[0024]
The message display unit 17 displays the messages on a screen (not shown) in the order of priority of the points after the weighted average of the messages (for example, as shown in FIG. 7 described later).
[0025]
The customer monitoring system 2 is a customer monitoring system of a computer system installed at a customer site. Here, a monitoring message is automatically transmitted (notified) to the center 1 via a network (including a public line and a dedicated line). Is what you do.
[0026]
The terminal 3 is for connecting to the center 1 and displaying messages on the screen in the order of priority, so that the responder can see the messages displayed in the order of priority and take action.
[0027]
Next, the operation of the configuration of FIG. 1 will be described in detail with reference to the flowchart of FIG.
FIG. 2 is a flowchart illustrating the operation of the present invention.
[0028]
In FIG. 2, S1 receives an error message from the customer system. In this case, the center 1 receives an error message from the customer monitoring system 2 in FIG. 1, for example, an error message in FIG.
[0029]
S2 accumulates. The center 1 stores the error message received in S1 in the storage DB11.
[0030]
In S3, S4, and S5, evaluation is performed with reference to the customer requirements (1) and (2), and further, the response result DB. This is because the error message received and accumulated in S2, for example, the error message in FIG.
(1) Referring to the customer requirement (1) (the customer requirement (1) corresponding to the message in the DB12 in the customer requirement (1)) of FIG. 4 described later, it is determined whether or not the customer requirement (1) is met.
(2) If it is determined that they match, the received message is further determined based on (a) customer requirement (2) (corresponding customer requirement (2) in DB13) in FIG. The points (80 points in FIG. 5A) are calculated,
(3) Further, the past performance points (average of the past performance points) of the message are extracted with reference to the corresponding performance DB 14, and a weighted average of the points of the received message and the performance points is calculated (for example, described later). In the case of the received message point 80 and the past result point 130, if the weight is set to, for example, 0.5, 0.5, it is calculated as the weighted averaged point 105).
[0031]
S6 displays the messages in the order of correspondence. This is because the point after the weighted average calculated by evaluating in S5, for example, in the case of FIG. 6A described later, the point 80 of the received message and the point 105 of the weighted average of the actual point 130 are also included. In this case, as shown in the example of the display of the correspondence order number shown in FIG. The received message (reception time, message outline, base, presence / absence of response, response result, etc.) is displayed at the position.
[0032]
In S7, the responder deals in the display order. This is dealt with by displaying the message details in the display order (priority order) of the messages shown in FIG. 7 in the priority order in S5 (for example, urgently dispatching a CE).
[0033]
In step S8, the corresponding contents are recorded. This is recorded in the storage DB 11 or the like together with the contents of the past correspondence.
[0034]
In S9, when the handling of the message is completed, the processing moves to the handled state. In this case, the message that has been dealt with on the correspondence order display screen of FIG. 7 is moved to a corresponding holder (directory) or the like (not shown).
[0035]
In step S10, it is determined whether or not there is no correspondence. That is, it is determined whether there is an unsupported message on the corresponding order display screen of FIG. In the case of YES, it is determined that there is an unsupported message, so the process returns to S7 and repeats. On the other hand, in the case of NO, it is determined that there are no unsupported messages, and the process is terminated here.
[0036]
As described above, for the message received at the center 1, the points are calculated with reference to the customer requirements, the weighted average points of the points and the past actual points are calculated, and the messages are displayed with the priority of the weighted average points. (Corresponding to the order shown in FIG. 7) and deal with them in the order of display, and the points of the notified (accepted) message can be displayed and dealt with in the order of priority reflecting past achievement points. The details will be sequentially described below.
[0037]
FIG. 3 shows an example of an error message according to the present invention. The error message is received from the customer monitoring system 2 via a network (public line, dedicated line), and here is composed of the following information shown in the figure.
[0038]
・ Time (occurrence time):
・ Type:
·Base:
·message:
・ Others:
Here, the time is the time when the error occurred in the customer system. The type is the type of error that has occurred in the customer system, and is, for example, “hard important (Hddisk)” (a serious hardware failure (here, a hard disk error)). The base is a location (base) of the customer system, and here is “A branch office”. The message is a message of the content of the failure.
[0039]
When the above error message is received at the center 1 in FIG. 1, the error message is stored in the accumulation DB 11, and processing such as point calculation is performed by referring to the error message accumulated in the accumulation DB 11 in the subsequent processing.
[0040]
FIG. 4 shows an example of the customer requirement (1) of the present invention. The customer requirement (1) is the content registered in the customer requirement (1) DB12 (for example, the content in which the customer requirement (customer request) contracted by the maintenance contract is registered). Is registered.
[0041]
・ Customer event:
·period:
·Base:
·machine:
·message:
・ Others:
Here, the customer event is a customer event (for example, enhancement month). The period is a period of a customer event (here, a period from 9:00 to 17:00 on July 1 to 31 of 2003). The base is a target base (here, a branch office). The device is a target device (here, a branch server (Hddisk / Cpu / Scsi / network card)), and the message is the message shown in the figure.
[0042]
As described above, by registering the requirements (period, base, equipment, message, etc.) to be monitored as priority as the customer requirement (1), the error message received by the center 1 is changed to the customer requirement (1). If they match and match, it is determined to be a priority target. Then, it is possible to display the messages in priority order based on the points after calculating the points described later and averaging the past actual points.
[0043]
FIG. 5 shows an example of the customer requirement (2) of the present invention.
FIG. 5A shows an example of the customer requirement (2). The customer requirement (2) is the content registered in the customer requirement (2) DB 13 (for example, the correspondence requirement and the point thereof in association with the item). Here, the following information shown in the drawing is associated and registered. It was done.
[0044]
·item:
・ Requirements:
·point:
・ Others:
Here, the item is an item to be pointed, and is, for example, a customer event, a period, a message, a base, or the like as illustrated. The corresponding requirement is a corresponding requirement corresponding to the item, for example, “Yes (enhancement month)” in association with the illustrated item “customer event”, and “2003/7 / 1-7” in association with the item “period”. / 31 9:00 to 17:00 ”(from 9:00 to 17:00 every day from July 1 to July 31, 2003). Points are points for each item (points for calculating message priority).
[0045]
FIG. 5B shows an example of points. Points are added in advance as in the following example, and importance (priority) is determined.
[0046]

As described above, by registering the point of the requirement (period, base, device, message, etc.) to be monitored as the customer requirement (2), the error message received by the center 1 is registered in the customer requirement (2). It is possible to calculate points (index indicating importance) by referring to ▼.
[0047]
FIG. 6 shows an example of the correspondence result of the present invention.
FIG. 6A shows an example of the correspondence result. The corresponding result is registered in association with the following information shown in the figure.
[0048]
·item:
·Correspondence:
・ Point (point of this message):
・ Actual points (average of past points):
・ Others:
Here, in addition to the items (customer event, period, message, base) of FIG. 5A described above, the corresponding items (corresponding procedure, corresponding details, SE dispatch, CE dispatch, response time) , SLA, trouble, etc.). The correspondence record is the content corresponding to the item. The point is the point of the currently received message. The actual points are the average of the points of similar messages below.
[0049]
FIG. 6B shows the item / point description.
(1) Response procedure: The response details are to be referred to by the responder.
[0050]
(2) SE dispatch: Yes (point 20), No (point 0)
(3) CE dispatch: Yes (point 20), No (point 0)
(4) Response time: within 1H (point 5), within 5H (point 8), within 10 (point 10)
5) SLA compliance: OK (point 5), NG (point 10)
▲ 6 ▼ Trouble, large (point 30), medium (point 20), small (point 10)
As described above, by setting points in advance with or without items or with a limited range for each item, it is possible to automatically calculate the points of the received message or automatically calculate the points after handling. It becomes possible. Then, the average of the points after the coping is set as the actual point.
[0051]
FIG. 7 shows an example of the corresponding order display according to the present invention. Since the points of the received message described above can be calculated as the point 80 and the actual point 130 shown in FIG. 6A, the point becomes the weighted average point 105. In this case, priority 1. Shows the state where the message is inserted (prioritized) and displayed in the entry No. The coordinator has priority 1. Take action by referring to the message details in order. When the response is completed, the folder is moved to the folder whose response has been completed. Priority 2. Message has priority 1. It becomes.
[0052]
As described above, for the message received by the center 1 in FIG. 1, the points are calculated, the weighted average points of the points and the past actual points are calculated, and the priority of the weighted average points is calculated as shown in FIG. The message is automatically displayed in the order of priority (priority) that reflects the past importance (actual points) in the message importance by inserting and displaying the message on the display screen of the correspondence order of Becomes possible.
[0053]
【The invention's effect】
As described above, according to the present invention, when a received message is determined to be a target message with reference to customer requirements, the point is calculated, and the past actual points are reflected on the point, and the priority is reflected in the priority order. Is determined and displayed, it is possible to take action by displaying the point (importance) of the notified (accepted) message in the priority order reflecting past performance points (importance). .
[Brief description of the drawings]
FIG. 1 is a system configuration diagram of the present invention.
FIG. 2 is a flowchart illustrating the operation of the present invention.
FIG. 3 is an example of an error message according to the present invention.
FIG. 4 is an example of customer requirement (1) of the present invention.
FIG. 5 is an example of customer requirement (2) of the present invention.
FIG. 6 is an example of a response record of the present invention.
FIG. 7 is an example of a corresponding order display according to the present invention.
[Explanation of symbols]
1: Center 11: Storage DB
12: Customer requirements (1) DB
13: Customer requirements 2 DB
14: Correspondence record DB
16: Evaluation means 17: Message display unit 2: Customer monitoring system 3: Terminal (responder)

Claims (5)

In the message prioritization method of prioritizing notified messages,
Determining whether the notified message matches the preset customer requirements;
For a message determined to meet the customer requirements, a step of calculating points of the message by referring to points for each applicable item of the customer requirements set in advance,
A step of taking out the past actual points corresponding to the message by referring to the actual point DB to the calculated message points, and reflecting the points in the points;
Displaying the points in the priority order after the reflection. 2. The message prioritizing method according to claim 1, wherein the point after the reflection is calculated by a weighted average of the message and the past actual points. 3. The method according to claim 1, wherein the evaluation requirements include at least a period, a message content, and a base (location). 4. The message prioritizing method according to claim 1, wherein the past result points are averages of points of past messages. In a message prioritization program that prioritizes notified messages,
On the computer,
Determining whether the notified message matches the preset customer requirements;
For a message determined to meet the customer requirements, a step of calculating points of the message by referring to points for each applicable item of the customer requirements set in advance,
A step of taking out the past actual points corresponding to the message by referring to the actual point DB to the calculated message points, and reflecting the points in the points;
A message prioritizing program that operates as a step of displaying the points in the priority order after the reflection.

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