JP2005182445A - Maintenance management system, electronic apparatus, maintenance management method, program and recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To inexpensively construct an excellent electronic apparatus maintenance management environment in a short period of time in which maintenance management of the electronic apparatus from a remote location can be performed without newly developing a dedicated application for analyzing and managing data transmitted from the electronic apparatus and without the need of installing data communication apparatus at the installed place of the electronic apparatus, the electronic apparatus and a plurality of application systems are linked in real time without manual operations, and also the processing of a response type from the electronic apparatus is realized. <P>SOLUTION: To an EAI server 200 which controls a prescribed XML document in which data themselves have a meaning and a structure so as to be utilized in real time among a plurality of linked application systems 230a-230c, a digital composite machine 110 transmits fault information and operation information, etc., generated in the present machine by itself through a Web service as the SOAP message of the XML document. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a maintenance management system, an electronic device, a maintenance management method, a program, and a recording medium that can maintain and manage an electronic device from a remote location.

  Conventionally, in a management system that manages an image forming apparatus, when information on the device is transmitted to a remote management apparatus, it is performed via an intermediate communication server installed in the vicinity of the device.

In addition, the management device that manages the remote image forming apparatus analyzes and uses the received information of the image forming apparatus by a dedicated application. There exists patent document 1 in this kind of patent document.
JP-A-8-195849

  However, in the conventional management system, the data output from the image forming apparatus (device) is data of fixed length or CSV format, and it is possible to determine what information is stored in which bits and in which column. Can not. Therefore, when constructing a conventional management system, it is necessary to newly develop a dedicated application having a function of analyzing what information exists in which bits and columns of data transmitted by the device. For example, it has a function of analyzing data using a structure in C language, a COPY phrase in COBOL language, etc., and its development has been a heavy burden and has been a factor of cost increase.

  In addition, when new data sent from a device is changed after the construction of a conventional management system, the application for analyzing the data sent from the device must also be changed, and the system can be flexibly dealt with. I could not.

  Furthermore, the conventional management system performs management with the above-described dedicated application, and does not assume any cooperation with other systems. Therefore, when trying to cooperate with other systems, manual operations such as inputting information acquired by the management device into other systems by human operation occurred, which was very cumbersome and inefficient. .

  Further, in the conventional management system, the device and the data communication device that transmits the data of the device to the remote management device are separate devices, so even if there is only one device, A data communication apparatus for sending information must be installed at the device installation location, which has been a factor in increasing costs.

  Furthermore, in the conventional management system, the device only transmits data and cannot perform response processing with a remote management device, and various problems such as inability to perform quick and detailed maintenance management processing. was there.

  The present invention has been made to solve the above-described problems, and an object of the present invention is to provide a plurality of application systems in which data (XML document) in a predetermined expression format in which the data itself has a meaning and a structure are linked. To the application integration server (EAI server) that controls to be usable in real time between the electronic devices based on the information to be notified including the information generated by the electronic device itself, By transmitting the generated data in the predetermined expression format via a Web service, a data communication apparatus can be used without developing a dedicated application for analyzing and managing data transmitted from an electronic device. There is no need to install the electronic device at the place where it is installed, and the electronic device can be maintained and managed from a remote location. It is possible to construct a superior electronic device maintenance management environment that can respond to real-time application systems without any human operation and that can respond to processing from electronic devices in a short time and at a low cost. Efficient maintenance service operations to improve customer satisfaction by improving customer response speed, simplify serviceman maintenance work, and flexibly respond to changes to customer management applications, etc. To provide a maintenance management system, an electronic device, a maintenance management method, a program, and a recording medium capable of providing an unprecedented high-level maintenance management environment that can be realized.

  In the first invention of the present invention, data in a predetermined expression format (XML document) whose data itself has a meaning and structure are linked in real time between a plurality of application systems (cooperation systems 230a to 230c shown in FIG. 1). An application integration server (EAI server 220 shown in FIG. 1) that is controlled to be available, and information generated by the device itself as data of the predetermined expression format (XML as a SOAP message shown in FIGS. 6, 14, and 15) As a document, transmission means (transmission processing to the maintenance service center by the CPU 33 shown in FIG. 2), transmission means for sending processing to the application integration server via the Web service (Web service provided by the Web service server 210 shown in FIG. 1), FIG. 4 steps S106 and S110, FIG. 9 step S202, FIG. Step S302, S303, and having an electronic device having a step S406) in FIG. 16 (a digital multifunction machine 110 shown in FIG. 1).

  According to a second aspect of the present invention, in the electronic integration server, the electronic device is transmitted as data of the predetermined expression format from the application integration server via a Web service as a response to the transmission processing by the transmission unit. Receiving means for receiving and processing information from the application system linked to the server (transmission processing to the maintenance service center by the CPU 33 shown in FIG. 2, step S107 in FIG. 4, step S203 in FIG. 9, step S407 in FIG. 16). It is characterized by that.

  According to a third aspect of the present invention, the electronic device notifies the operator of the electronic device of information from the application system received and processed by the receiving unit (operation by the CPU 33 shown in FIG. 2). 4, display processing on the unit 45, step S 108 in FIG. 4, step S 204 in FIG. 9, step S 408 in FIG. 16, FIG. 8, FIGS. 10 to 12).

  According to a fourth aspect of the present invention, the electronic device is an input unit that receives an input from an operator of the electronic device (an input receiving process from the operation unit 45 by the CPU 33 shown in FIG. 2, immediately after step S108 in FIG. 9, step S204 in FIG. 9, step S404 in FIG. 16, FIG. 8, and FIG. 17), and the transmission unit uses the information input by the input unit as data in the predetermined expression format as a Web A transmission process is performed via the service to the application integration server (step S110 in FIG. 4 and step S406 in FIG. 16).

  According to a fifth aspect of the present invention, the information generated by the own device includes failure information of the electronic device, operation information of the electronic device, and information indicating a request for the application system.

  According to a sixth aspect of the present invention, the electronic device includes an image forming apparatus, a digital multifunction peripheral, and a home appliance.

  According to a seventh aspect of the present invention, the predetermined expression format includes XML.

  In an eighth aspect of the present invention, data in a predetermined expression format (XML document) whose data itself has a meaning and structure are linked in real time between a plurality of application systems (cooperation systems 230a to 230c shown in FIG. 1). The application integration server (EAI server 220 shown in FIG. 1) that is controlled to be available is sent to the information generated by itself as XML data as the SOAP message shown in FIG. 6, FIG. 14, and FIG. As a document, transmission means (transmission processing to the maintenance service center by the CPU 33 shown in FIG. 2, transmission processing via the Web service (Web service provided by the Web service server 210 shown in FIG. 1), step S106 in FIG. S110, step S202 of FIG. 9, steps S302 and S303 of FIG. 13, FIG. Characterized by having a step S406) the.

  According to a ninth aspect of the present invention, there is provided an application linked to the application integration server, which is transmitted as data of the predetermined expression format from the application integration server via a Web service as a response to the transmission processing by the transmission unit. It has receiving means for receiving information from the system (transmission processing to the maintenance service center by the CPU 33 shown in FIG. 2, step S107 in FIG. 4, step S203 in FIG. 9, and step S407 in FIG. 16). .

  A tenth aspect of the present invention is a notification means for notifying an operator of information from the application system received by the reception means (display processing on the operation unit 45 by the CPU 33 shown in FIG. 2, FIG. Step S108, Step S204 in FIG. 9, Step S408 in FIG. 16, FIG. 8, FIG. 10 to FIG. 12).

  The eleventh aspect of the present invention is an input means for receiving an input from an operator (an input receiving process from the operation unit 45 by the CPU 33 shown in FIG. 2, a step (not shown) immediately after step S108 in FIG. 4, step S204 in FIG. 9). , Step S404 in FIG. 16, FIG. 8, FIG. 17), and the transmission means sends the information input by the input means to the application integration server via the Web service as data of the predetermined expression format. Transmission processing is performed (step S110 in FIG. 4 and step S406 in FIG. 16).

  The twelfth aspect of the present invention is characterized in that the information generated by the own device includes failure information of the electronic device, operation information of the electronic device, and information indicating a request to the application system.

  In a thirteenth aspect of the present invention, the electronic device includes an image forming apparatus, a digital multifunction peripheral, and a home appliance.

  A fourteenth invention of the present invention is characterized in that the predetermined expression format includes XML.

  According to a fifteenth aspect of the present invention, an electronic device itself controls an application integration server that controls data in a predetermined expression format, in which the data itself has a meaning and a structure, in real time between a plurality of linked application systems. The transmission process (steps S106, S110 in FIG. 4, step S202 in FIG. 9, steps S302, S303 in FIG. Step S406).

  A sixteenth aspect of the present invention is a program for executing the maintenance management method described in the fifteenth aspect.

  The seventeenth invention of the present invention is characterized in that a program for executing the maintenance management method described in the fifteenth invention is stored in a recording medium so as to be readable by a computer.

  According to the present invention, an electronic device is generated on its own in an application integration server that controls data in a predetermined expression format, in which the data itself has meaning and structure, in real time between a plurality of linked application systems. Since the information is transmitted as data in the predetermined expression format via the Web service, the data communication apparatus can be used without newly developing a dedicated application for analyzing and managing the data transmitted from the electronic device. It is possible to maintain and manage electronic devices from a remote location without having to install them at the location where the electronic devices are installed, and an excellent electronic device maintenance management environment that links electronic devices and multiple application systems in real time. It can be constructed in a short period and at a low cost.

  In addition, as a response to the transmission processing by the transmission means, information received from the application integration server linked to the application integration server, which is transmitted as data in the predetermined expression format from the application integration server via a Web service, is received. Then, the information from the application system received and processed by the receiving unit is notified to the operator, and the input from the operator is received. The transmitting unit receives the information input by the input unit as the predetermined value. Is transmitted to the application integration server via the Web service as the data in the expression format, so that a response-type maintenance management service capable of responding in real time to the application system can be provided.

  Further, since the information generated in the own device includes failure information of the electronic device, operation information of the electronic device, and information indicating a request for the application system, dedicated analysis for analyzing data transmitted from the electronic device Applications that are transmitted from an electronic device without the need to newly develop a dedicated management application for managing the electronic device based on the analyzed data, and without installing a data communication device at the installation location of the electronic device Device failure information, electronic device operation information, and information indicating a request for an existing application system linked by the application integration server can be used in real time by a plurality of application systems linked by the application integration server.

  In addition, since the electronic device includes an image forming apparatus, a digital multi-function peripheral, and a home appliance, a dedicated analysis application for analyzing data transmitted from the image forming apparatus, the digital multi-function peripheral, the home electric appliance, and the analyzed data Without the need to newly develop a dedicated management application for managing electronic devices, and without the need to install a data communication device at the installation site of image forming devices, digital multifunction devices, home appliances, etc. Information transmitted from multifunction peripherals, home appliances, and the like can be used in real time by a plurality of application systems linked by an application integration server.

  Accordingly, it is possible to realize a linkage between electronic device applications in which an electronic device and a plurality of application systems integrated by EAI are linked in real time, and information generated in a remote electronic device can be realized in real time in various applications of the maintenance service center. (Customer satisfaction by improving the speed of customer service in cooperation with fault management systems, CRM systems, SCM systems, billing systems, product maintenance systems, fault management systems, sales support systems, websites, mail systems, etc.) Build an unprecedented high-level maintenance and management environment in a short period of time and at a low cost, enabling improvement, simplification of serviceman maintenance work, flexible implementation of changes to customer management applications, etc. It is possible to achieve such an effect.

  Before describing this embodiment, three elements (1. digital multifunction peripheral, 2. Web service, 3. EAI) included in this embodiment will be described.

[Digital MFP]
The digital multi-function peripheral is a multi-function machine in which functions of a copy, a printer, a scanner, and a fax are packed into one unit. The essence of a digital multi-function peripheral is that it is not simply a replacement for the conventional model, but can be used as an input / output contact point for paper information and electronic data to achieve a large business improvement to improve the efficiency of overall document management.

  The functions of a digital multi-function peripheral have been realized by a computer system, but the digital multi-function peripheral has a much simpler operability than a computer system. In the first place, the digital multi-function peripheral is a copy / fax machine, a so-called “machine for business and sales”, and has pursued a much easier-to-understand operability than machines for IT engineers such as printers and scanners. It depends on that. This eliminates the need for specialized personnel, and even people who are unfamiliar with work can immediately become familiar with the operation, greatly reducing the amount of time required for education, etc., and expanding the range of use.

  The availability of digital input / output tools that anyone can easily use has greatly expanded the possibilities of corporate documents. Nowadays, digital multifunction devices are not only convenient machines with multiple functions, but are also regarded as documents utilization and management tools that can handle paper information and computerized information seamlessly. In combination, it has become an important element of the document management system of the entire company and department.

[Web service]
Web Service (Web Service) is a large-scale business that enables the use of software functions through a network based on various Internet standard technologies, such as business transactions between companies. There are various sizes and types from software components with a single function.

  In the Web service, data exchanged between systems is expressed in XML (extensible Markup Language), and SOAP (Simple Object Access Protocol) is used as a data exchange protocol. Usually, since HTTP is used as the lower protocol, it is possible to exchange Web services distributed across firewalls.

  In addition, since the specification does not depend on the system environment or development language, it enables cooperation between various systems.

  Whereas a conventional Web site is an exchange between a user and a computer, an application can be constructed by connecting a plurality of Web services without human intervention. Thereby, the speed of information transmission can be improved dramatically.

  A company can recover its IT investment by providing its characteristic system to the outside as a Web service and obtaining the price. Conversely, it is possible to create a new business by procuring and using functions that are lacking in the company from outside.

[EAI]
EAI (Enterprise Application Integration; Enterprise Application Integration) is software for realizing cooperation and integration of different business systems in the company.

  As its name suggests, EAI software plays a role in integrating application systems (business systems) within and between companies. The main functions of EAI software are process integration and data integration.

  First, process integration refers to making business processes in an enterprise seamless. For example, in the case of the manufacturing industry, there is a business process in which a production order is given to a factory in response to an order from a customer, a part is ordered to a parts maker, and a shipping / delivery instruction is given. Currently, there is a need to shorten this period.

  However, in many companies, since a sales management system, a parts order system, a production system, and a distribution system have been individually constructed, seamless cooperation between business systems has not been realized.

  Therefore, EAI software takes a method of converting electronic vouchers having various data formats for each business system to XML, and realizing standardization of voucher exchange between business systems based on XML. Seamless integration is realized. Note that XML is an expression format in which data itself has a meaning and structure by embedding tags that can be uniquely determined in the data.

  Data integration is a function for integrating information and data scattered on the Internet in the form desired by the user. For example, when checking a product with a purchasing department, there is a usage method in which information provided by suppliers, exhibition information, shops, etc. is provided in accordance with the purpose of the user.

  The feature of EAI software is that it has a connection adapter. This serves as an adhesive when integrating different business systems or existing and new systems. For example, it is used as middleware in a case where an accounting system constructed on ERP (Enterprise Resource Planning Software) and an ordering system developed on a Web base are linked.

  In addition, each system itself linked in the EAI system is not aware of the linkage. Only data that is released (published) on the network is standardized, and only a system that needs the data acquires (subscribes) the data. This publish / subscribe connection mode can prevent an increase in the number of connections due to an increase in the number of systems.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

  FIG. 1 is a system configuration diagram illustrating the configuration of a maintenance management system according to an embodiment of the present invention.

  In FIG. 1, reference numeral 100 denotes a customer. The customer 100 is provided with a digital multifunction peripheral 110, and is connected to a network 300 such as the Internet via a LAN 150 and a router (not shown).

  Reference numeral 200 denotes a maintenance service center (maintenance service company). A web service server 210 is installed in the maintenance service center 200, and is connected to the network 300 via a LAN 250 and a router (not shown).

  The maintenance service center 200 is provided with an EAI server 220, which is connected to the Web service server 210 and a plurality of linkage systems 230 (203a to 230c in FIG. 1) via the LAN 250.

  The multiple linkage systems 230 include, for example, a CRM (Customer Relationship Manager) system, an SCM (Supply Chain Manager) system, a billing system, a product maintenance system, a fault management system (which can search fault handling methods based on fault information), and sales support Various existing systems such as a system, a Web site, and a mail system are included and linked by an EAI server 220.

  Hereinafter, the flow of processing in the entire system will be described.

  Various information is generated inside the digital multifunction peripheral 110 while the digital multifunction peripheral 110 is in use. The digital multi-function peripheral 110 transmits the information to the maintenance service center 200 using Web service technology. That is, the digital multifunction peripheral 110 acquires various types of information to be notified, such as information (failure information, stored information) generated inside the digital multifunction peripheral 110, and creates an XML document as a SOAP message from the acquired information. To the Web service server 210 using the SOAP protocol.

  In the maintenance service center 200, when the Web service server 210 receives the data transmitted from the digital multifunction peripheral 110, the Web service server 210 outputs the received data to the EAI server 220.

  In the EAI server 220, the information input from the Web service server 210 is immediately (real time) propagated to a plurality of linkage systems 230 (CRM system, billing system, product maintenance system, etc.), and further returned from the linkage system 230. Information to be transmitted to the Web service server 210 immediately. Then, the Web service server 210 returns the reply information notified from the EAI server 220 to the digital multifunction peripheral 110.

  That is, when the Web service server 210 receives an XML document as a SOAP message transmitted from the digital multi-function peripheral 110 or the like, the Web service server 210 outputs the XML document on the EAI system provided by the EAI server 220, and from the EAI system. Control is performed to return the notified reply information (XML document) as a SOAP response to the transmission source (such as the digital multifunction peripheral 110). Further, the EAI server 220 uses the information described in the XML format to control the Web service server 210 and the plurality of linkage systems 230 connected via the LAN 250 so that the information can be used in real time (publish / subscribe). live).

  Note that the EAI server 220 may be configured to have the function of the Web service server 210.

  FIG. 2 is a block diagram illustrating a configuration of the digital multifunction peripheral 110 illustrated in FIG.

  In FIG. 2, reference numeral 46 denotes a control unit that is connected to a reading unit (scanner unit) 44 that is an image input device and a printer unit 43 that is an image output device. This is a controller for inputting and outputting device information.

  A CPU 33 is a controller that controls the entire system based on a program stored in the ROM 32 or other recording medium (storage medium). A RAM 34 is a system work memory for the CPU 33 to operate, and is also an image memory for temporarily storing image data. The ROM 32 is a boot ROM and stores a system boot program.

  A hard disk (HD) 35 stores image data, system software, documents, failure information, operation information such as a counter, and other various data.

  The operation unit 45 includes a display unit with a touch panel (not shown), various hard keys, and the like. Reference numeral 38 denotes an IO control B unit, which is an interface unit with the operation unit 45, outputs image data to be displayed on the display unit of the operation unit 45 to the operation unit 45, and is input by the user of the system from the operation unit 45. It plays a role of transmitting the information to the CPU 33.

  A LAN interface unit (LAN I / F unit) 36 is connected to the LAN 150 and inputs / outputs information. Reference numeral 37 denotes a line interface unit (line I / F unit) which is connected to the public line network and inputs / outputs information. The above devices are arranged on the system bus 31.

  Reference numeral 39 denotes an IO control A unit, which is a bus bridge that connects the system bus 31 and an image bus 40 for transferring image data at high speed, and converts the data structure. The image bus 40 is configured by a high-speed bus such as a PCI bus or IEEE1394.

  The following devices are arranged on the image bus 40.

  Reference numeral 41 denotes an image processing unit, which performs scanner image processing (corrects, processes, and edits input image data from the reading unit 44), image data rotation, compression / decompression processing (multi-valued image data is JPEG, binary image data). JBIG, MMR, MH), RIP processing (decoding a code (PDL code) written in a page description language into a bitmap image), a printer image processing unit (for print output image data to the printer unit 43, Printer correction, resolution conversion, etc.).

  An image conversion unit 42 converts the input image data read from the reading unit 44 in a facsimile transmission mode into a predetermined image format (for example, a TIFF image). The converted image data is stored in the hard disk 35.

  Various processes in the image forming apparatus management system of the present invention will be described below with reference to FIGS.

  Various information is generated inside the digital multifunction peripheral 110 while the digital multifunction peripheral 110 is in use. The information is classified as shown in FIG. 3 to be described later, and transmitted to the maintenance service center 200.

  As for the transmission method, immediate transmission that immediately transmits a highly urgent thing triggered by a failure event in the digital multi-function peripheral 110, counter information such as the number of copies, and the user who uses the digital multi-function peripheral 110 remove themselves. Can be classified into periodic transmissions with low urgency of transmission to the maintenance service center such as possible failures.

  Furthermore, since response type processing is possible in the Web service, not only simply sending failure information, but in the case of the above-mentioned immediate transmission, etc., an instruction for confirming whether or not a serviceman can be arranged is received from the Web service, Display on the panel of the digital MFP. Thereby, the user can select the necessity of the service person on the display panel.

  FIG. 3 is a diagram showing classification of failure information in the digital multi-function peripheral shown in FIG.

  In FIG. 3, 301 is an error code, and 302 is an error message corresponding to the error code 301.

  The error code 301 includes “WARNING” that is classified as a minor failure and “FATAL” that is a failure that requires an emergency response. The minor failure “WARNING” has an error code with a leading code “W”. For the fault “FATAL” that requires emergency response, the head code of the error code is “F”.

  FIG. 4 is a flowchart showing an example of a first control processing procedure in the image forming apparatus according to the present invention, and corresponds to processing related to notification of failure and whether or not a serviceman is arranged. The processing of this flowchart is executed by loading the program stored in the HD 35 or other recording medium into the RAM 34 by the CPU 33 shown in FIG. Moreover, S101-S112 show each step.

  When the CPU 33 detects that a failure has occurred in the digital multifunction peripheral 110, the CPU 33 starts the processing of FIG. First, in step S101, the CPU 33 determines whether or not the failure that has occurred is minor based on an error code (FIG. 3).

  In step S101, when the CPU 33 determines that the failure that has occurred is minor (the error code starts with “W”), it determines that the above-described periodic transmission is performed, and proceeds to step S102. The failure information is accumulated in the HD 35, and the process proceeds to step S103.

  In step S <b> 103, the CPU 33 displays a coping method on the display panel in the operation unit 45. An example of this coping method display is shown in FIG.

  Then, when the CPU 33 detects that the user has instructed one of the “cancel” and “OK” buttons on the coping method display screen shown in FIG. 5, in step S104, the CPU 33 waits until the user removes the failure, When it is detected that the failure has been removed by the user, the process is terminated.

  On the other hand, if it is determined in step S101 that the failure that has occurred by the CPU 33 is not mild (the head of the error code is not “W”), the process proceeds to step S105, where the failure requires an emergency response (the head of the error code). Is determined to be immediate transmission as described above when it is determined that the failure requires emergency response (the error code starts with “F”). Then, the process proceeds to step S106.

  In step S106, the CPU 33 analyzes the content of the failure from the information on the generated failure (internal error code, etc.), and creates an XML document indicating the failure information from the content of the failure as a SOAP message. Then, transmission processing is performed to the maintenance service center 200 (Web service server 210). An example of this XML document is shown in FIG.

  FIG. 6 is a diagram illustrating an example of an XML document indicating failure information transmitted when a failure requiring an emergency response occurs from the digital multifunction peripheral 110 illustrated in FIG.

  As shown in FIG. 6, the failure information is created in XML (that is, the data itself has a meaning and structure (a data format including the actual information and the meaning and structure of the actual information)), so “<ConsumerID > 123456789 </ ConsumerID> "indicates that data" 123456789 "indicating the customer code is included.

  Further, from “<structError> <Error> Fatal </ Error> <Position> PaperHandling </ Position> <Info> ErrorOcuser </ Info> </ structErrorError>”, the data “Fatal” indicating the error type is indicated. It can be seen that data “PaperHandling” and error data “ErrorOccuer” indicating error information are included.

  As described above, the CPU 33 of the digital multi-function peripheral 110 creates failure information as data in an expression format (XML format) in which the data itself has a meaning and structure, and transmits the data to the Web service server 210.

  Returning to the description of FIG.

  The failure information (XML document) transmitted to the maintenance service center 200 in step S106 of FIG. 4 is received by the Web service server 210, output to the EAI server 220, and linked to the EAI system provided by the EAI server 220, and linked system. 230 is used. When a serviceman arrangement presence / absence confirmation command (XML document) is returned from the cooperation system 230 via the EAI system to the Web service server 210, the Web service server 210 sends the serviceman arrangement presence / absence confirmation command (XML document) to the SOAP. A response is sent back to the digital multifunction peripheral 110.

  Then, in step S107 of FIG. 4, the CPU 33 of the digital multi-function peripheral 110 receives and processes an XML document indicating a serviceman arrangement presence / absence confirmation command returned from the Web service server 210 (SOAP response). An example of this XML document is shown in FIG.

  FIG. 7 is a diagram illustrating an example of an XML document indicating a serviceman's arrangement instruction received from the Web service server 210 by the digital multifunction peripheral 110 illustrated in FIG. 1.

  As shown in FIG. 7, the serviceman's arrangement instruction received from the Web service server 210 is XML (that is, an expression format in which the data itself has meaning and structure (data format including the meaning and structure of the actual information). ), It can be seen from “<command> ServicemanCall </ command>” that data indicating a serviceman arrangement instruction (serviceman arrangement presence confirmation instruction) is included.

  As described above, the CPU 33 of the digital multifunction peripheral 110 receives this serviceman arrangement command from the Web service server 210 as data in an expression format (XML format) in which the data itself has a meaning and structure.

  Returning to the description of FIG.

  In step S108, the CPU 33 displays a serviceman arrangement existence confirmation screen as shown in FIG. 8 based on the received serviceman arrangement existence confirmation command (XML document) (FIG. 7). Here, the CPU 33 accepts an operator input from the serviceman arrangement presence confirmation screen shown in FIG. When the CPU 33 detects that the user has instructed one of the “cancel”, “no”, and “yes” buttons on the serviceman arrangement presence confirmation screen shown in FIG. 8, the process proceeds to step S109.

  In step S109, the CPU 33 determines whether or not there is an instruction from the user that the serviceman needs to be arranged. If it is determined that there is no instruction that the arrangement is necessary, the CPU 33 ends the process as it is. If it is determined that there is a necessary instruction, the process proceeds to step S110.

  In step S110, the CPU 33 creates an XML document indicating a serviceman arrangement request and transmits it as a SOAP message to the maintenance service center 200 (Web service server 210).

  The serviceman arrangement request (XML document) transmitted to the maintenance service center 200 in step S110 is received by the Web service server 210, output to the EAI server 220, linked to the EAI system provided by the EAI server 220, and linked system. 230 is used.

  Next, in step S111, a corresponding time prediction process is performed, and the process ends.

  The response time prediction process in step S111 is included in the call center (corresponding to the cooperation system 230) of the maintenance service center 200 connected in cooperation with the Web service and the EAI at a predetermined time interval after the request for arrangement by the service person is made. ) To send the response status. The response status clearly indicates, for example, “being arranged”, “arrangement completed”, “predicted solution time”, and the like, and is returned from the call center to the digital multi-function peripheral via EAI and Web services. Then, the digital multi-function peripheral 110 displays this correspondence status on the panel and notifies the user. Details of the corresponding time prediction process in step S111 are shown in FIG.

  On the other hand, if it is determined in step S105 that the failure does not require an emergency response (the error code does not start with “F”), the process proceeds to step S112, and the CPU 33 displays a display panel guide message in the operation unit 45. Display on the panel and end the process.

  FIG. 9 is a flowchart showing an example of the second control processing procedure in the image forming apparatus of the present invention, and corresponds to the corresponding time prediction processing shown in step S111 of FIG. The processing of this flowchart is executed by loading the program stored in the HD 35 or other recording medium into the RAM 34 by the CPU 33 shown in FIG. S201 to S205 indicate each step.

  First, in step S201, the CPU 33 determines whether or not the failure has been canceled by the user (user cancellation). If it is determined that the failure has been canceled by the user (user cancellation), the processing is performed as it is. finish.

  On the other hand, if it is determined in step S201 that the failure has not been canceled by the user (not user cancellation), the CPU 33 proceeds to step S202 and creates an XML document indicating a request for a predicted response time to the maintenance service center. Then, it is transmitted as a SOAP message to the maintenance service center 200 (Web service server 210).

  The request for the predicted response time (XML document) transmitted to the maintenance service center 200 in step S202 is received by the Web service server 210, output to the EAI server 220, linked to the EAI system provided by the EAI server 220, and linked system. 230 is used. When the correspondence status (XML document) is returned from the cooperation system 230 to the Web service server 210 via the EAI system, the Web service server 210 returns the response status (XML document) as a SOAP response to the digital multifunction peripheral 110. To do.

  Then, in step S203 of FIG. 9, the CPU 33 receives an XML document indicating the correspondence status returned as a SOAP response from the Web service server 210, and proceeds to step S204.

  In step S <b> 204, the CPU 33 displays a guide message on the display panel in the operation unit 45 based on the received XML document indicating the correspondence status. This display example is shown in FIGS. When the CPU 33 detects that the user has instructed one of the buttons “Cancel”, “No”, and “Yes” on the status notification screens illustrated in FIGS. 10 to 12, the status notification screen is closed and the process proceeds to Step S <b> 204.

  In step S204, the CPU 33 waits for a specified constant interval (for example, preset and stored in the HD 35 shown in FIG. 2), and returns to step S201.

  Hereinafter, with reference to FIG. 13 to FIG. 15, the counter information and the minor fault notification process by the regular event in the image forming apparatus management system of the present invention will be described.

  In this process, the digital multi-function peripheral 110 uses a Web service by generating a timer event for a predetermined period such as monthly for counter information or minor fault information that is a basis for calculating the billing cost. The process of transmitting to the maintenance service center 200. Hereinafter, this will be described in detail with reference to a flowchart.

  FIG. 13 is a flowchart showing an example of a third control processing procedure in the image forming apparatus of the present invention, which corresponds to the counter information and minor fault notification processing by a regular event. The processing of this flowchart is executed by loading the program stored in the HD 35 or other recording medium into the RAM 34 by the CPU 33 shown in FIG. S301 to S303 indicate each step.

  The CPU 33 generates a timer event for a certain period based on the period information stored in the HD 35 shown in FIG. 2, such as monthly, and when the event by the timer occurs, the process of the flowchart is started.

  First, in step S301, the CPU 33 collects periodic transmission information (periodic information such as counter information stored in the HD 35, minor failure information), and in step S302, the periodic information collected in step S301. An XML document (FIG. 14 to be described later) is created as a SOAP message and transmitted to the maintenance service center 200 (Web service server 210). The periodic information (XML document) transmitted to the maintenance service center 200 in step S302 is received by the Web service server 210, output to the EAI server 220, linked to the EAI system provided by the EAI server 220, and linked system. 230 is used.

  Next, in step S303, the CPU 33 creates an XML document (shown in FIG. 15 described later) as a SOAP message from the minor fault information collected in step S301 (for example, information such as paper jam, paper out, toner out, etc.). Then, the data is transmitted to the maintenance service center (Web service server 210), and the process ends.

  The minor fault information transmitted to the maintenance service center 200 in step S303 is received by the Web service server 210, output to the EAI server 220, linked to the EAI system provided by the EAI server 220, and used by the linkage system 230. The

  FIG. 14 shows an XML document indicating counter data as an example of the periodic information transmitted in step S302.

  FIG. 14 is a diagram illustrating an XML document indicating counter data as an example of periodic information transmitted from the digital multifunction peripheral 110.

  As shown in FIG. 14, since the periodic information is created in XML, that is, in a data format including the actual information and the meaning and structure of the actual information, “<ConsumerID> 123456789 </ ConsumerID>” indicates the customer. It can be seen that data “123456789” indicating the code is included.

  Also, it can be seen from “<Counter> 1025 </ Counter>” that data “1025” indicating counter information is included.

  As described above, the CPU 33 of the digital multifunction peripheral 110 creates periodic information as data in a data format (XML format) including actual information and the meaning and structure of the actual information, and transmits the data to the Web service server 210.

  Further, FIG. 15 shows an XML document indicating the history data of the minor fault as an example of the minor fault information transmitted in step S303 in FIG.

  FIG. 15 is a diagram illustrating an XML document indicating history data of a minor fault as an example of minor fault information transmitted from the digital multifunction peripheral 110.

  As shown in FIG. 15, since the minor failure information is created in XML, that is, in a data format including the actual information and the meaning and structure of the actual information, from “<ConsumerID> 123456789 </ ConsumerID>”, the customer It can be seen that data “123456789” indicating the code is included.

  Further, from “<typWarning> <DATE>... </ DATE> <Warning>... </ Warning> </ typWarning>”, data indicating each occurrence time of a minor failure and data indicating each message content. It can be seen that “paper jam”, “A4 paper out”, and “toner out” are included.

  As described above, the CPU 33 of the digital multifunction peripheral 110 creates periodic information as data in a data format (XML format) including actual information and the meaning and structure of the actual information, and transmits the data to the Web service server 210.

  In this way, the CPU 33 of the digital multifunction peripheral 110 creates minor fault history data that is periodically sent to the digital multifunction peripheral as XML-format data having meaning and structure, and transmits the data to the Web service server 210 as a SOAP message. .

  The automatic toner request processing in the image forming apparatus management system of the present invention will be described below with reference to FIGS.

  This toner request process is started automatically by the digital multifunction peripheral 110 in response to a timer event. If the remaining amount of toner is calculated based on the counter information, and there is no need for user confirmation by prior setting. Then, the toner cartridge arrangement is transmitted to the call center of the maintenance service center 200 as it is, and the completion is received. On the other hand, when user confirmation is required, a message prompting the user to input that the remaining amount of toner cartridge is low and whether or not the toner cartridge is required is once displayed on the display panel. When the user instructs a toner cartridge request, this is a process of transmitting a toner cartridge request to the call center of the maintenance service center 200 and receiving the completion thereof. Hereinafter, this will be described in detail with reference to a flowchart.

  FIG. 16 is a flowchart showing an example of a fourth control processing procedure in the image forming apparatus of the present invention, and corresponds to the toner automatic request processing. The processing of this flowchart is executed by loading the program stored in the HD 35 or other recording medium into the RAM 34 by the CPU 33 shown in FIG. S401 to S408 indicate each step.

  When the CPU 33 generates an event by a timer for a certain period based on information specifying a period for performing the automatic toner request stored in the HD 35 shown in FIG. Then, the process of the flowchart is started.

  First, in step S401, the CPU 33 calculates the toner remaining amount based on the counter information (counter information after changing the toner cartridge) stored in the HD 35, and determines whether the toner remaining amount is lower than a predetermined threshold value. To determine whether or not the remaining amount is small (remaining small). If it is determined that the remaining amount is not small, the processing is terminated as it is.

  On the other hand, if the CPU 33 determines in step S402 that the remaining amount of toner is lower than the predetermined threshold (the remaining amount is small), the process proceeds to step S403.

  In step S403, the CPU 33 determines whether or not the user confirmation is necessary (confirmation required) based on the user confirmation setting information set in advance and stored in the HD 35, and the user confirmation is not necessary (confirmation is not necessary). When it determines, it progresses to step S406 as it is.

  On the other hand, if the CPU 33 determines in step S403 that user confirmation is necessary (confirmation required), the process proceeds to step S404, where the CPU 33 displays a toner order presence / absence confirmation message on the display panel in the operation unit 45, and Accepts operator input. An example of the toner order presence / absence confirmation message display is shown in FIG.

  When the CPU 33 detects that the user has instructed one of the “Cancel”, “No”, and “Yes” buttons on the toner order presence / absence confirmation message screen shown in FIG. 17, the CPU 33 orders the toner order from the user in Step S405. It is determined whether or not there is an instruction to perform toner (requires toner cut ridge). If it is determined that no toner order is to be performed (no toner cartridge is necessary), the process ends.

  On the other hand, if it is determined in step S405 that the CPU 33 has instructed the user to order the toner (requires toner cut ridge), the process proceeds to step S406.

  Next, in step S406, the CPU 33 creates an XML document indicating a toner cartridge request as a SOAP message, and transmits it to the maintenance service center 200 (Web service server 210).

  The toner cartridge request (XML document) transmitted to the maintenance service center 200 in step S406 is received by the Web service server 210, is output to the EAI server 220, is linked to the EAI system provided by the EAI server 220, and is linked to the linkage system 230. Used. When the toner cartridge request receipt (XML document) is returned from the cooperation system 230 via the EAI system to the Web service server 210, the Web service server 210 converts the toner cartridge request (XML document) into a SOAP response as a digital response. Reply to 110.

  Then, in step S407, the CPU 33 receives and processes the XML document indicating receipt of the cartridge request transmitted from the Web service server 210 as a SOAP response, and proceeds to step S408 to analyze the received cartridge request receipt message (XML document). The CPU 33 displays a toner cartridge request completion message (not shown) on the display panel in the operation unit 45 and ends the process.

  As described above, the maintenance management system according to the present embodiment uses the information generated by the digital multifunction peripheral 110 itself from the digital multifunction peripheral 110 itself as information (XML document) having meaning and structure. The service is used to transmit to the application integration environment (EAI system provided by the EAI server 220) via the Internet, and the application integration environment uses the information described in the XML to create a plurality of applications. Since it is controlled to be usable in real time among (a plurality of linkage systems 230), it is possible to link with an application system related to existing customer correspondence only by linkage by EAI without constructing an analysis application.

  Further, as the cooperation system 230 of the EAI system provided by the EAI server 220 shown in FIG. 1, the existing failure management system of the maintenance service company (which can search the failure handling method based on the failure information) and the existing CRM system are linked, The failure information transmitted by the digital multi-function peripheral 110 itself is searched by EAI in cooperation with the failure management system of the maintenance service company, and the failure handling method is stored in the CRM system of the maintenance service company by EAI. When a customer makes an inquiry over the phone, the maintenance service company can use the failure management system and CRM system to immediately answer the failure status and how to deal with it. It is possible to construct an excellent management system that provides a low cost in a short period of time.

  Further, as the cooperation system 230 of the EAI system provided by the EAI server 220 shown in FIG. 1, the existing CRM system of the maintenance service company is linked to maintain the counter number information transmitted by the digital multifunction peripheral 110 by EAI. By storing it in the existing CRM system of the service company, it is possible to grasp the number of counters of customers in real time without the need for a service person to visit the site and confirm it. The system can be constructed in a short time with reduced development costs.

  Further, as the cooperation system 230 of the EAI system provided by the EAI server 220 shown in FIG. 1, the failure information transmitted by the digital multifunction peripheral 110 by itself is linked with the existing failure management system and the existing sales support system of the maintenance service company. If a new device is required as a result of searching the contents in cooperation with the maintenance service company's failure management system by EAI, the salesman can store it in the sales support system of the maintenance service company by EAI. An excellent management system capable of prompting customers to propose products can be constructed in a short time and at a low cost.

  Further, as the cooperation system 230 of the EAI system provided by the EAI server 220 shown in FIG. 1, the existing failure management system of the maintenance service company and the existing website are linked, and the failure information transmitted by the digital multi-function peripheral 110 itself is displayed. If the EAI searches for a troubleshooting method in cooperation with the maintenance management company's failure management system and stores information on the maintenance service company's website using EAI, the customer accesses the maintenance service company's website using a web browser. In addition, by logging on with the customer's user ID, the customer can immediately know the customer's own failure situation and how to deal with it, and can give the customer a sense of trust. The system can be constructed in a short time with reduced development costs.

  Further, as the cooperation system 230 of the EAI system provided by the EAI server 220 shown in FIG. 1, the existing failure management system and the existing mail system of the maintenance service company are linked, and the failure information transmitted by the digital multifunction peripheral 110 itself is displayed. , EAI cooperates with the maintenance service company's failure management system to search the contents, and if there is a very important problem as a result, the EAI also cooperates with the maintenance service company's mail system to immediately send an email to the customer. By sending this information, we can develop a superior maintenance management system that can give the customer a sense of trust by enabling them to voluntarily inform the customer about the situation of the failure and how to deal with it without waiting for a contact from the customer. It can be built in a short time with reduced costs.

  Therefore, the digital multifunction peripheral 110 itself uses information about the operation and maintenance of the digital multifunction peripheral 110 itself as information with meaning and structure (XML) as a Web service technology to integrate the application integration environment (EAI server) of the maintenance service company 200. 220, the EAI tool provided by the system 220 automates transmission to an existing environment in which a plurality of existing systems are linked), and the maintenance service company 200 receives information (XML) having meaning and structure received from the digital multifunction peripheral 110 on the maintenance service company 200 side. Real-time use in an application integration environment increases customer response speed and improves customer satisfaction in a short period of time, significantly reducing new application development work, while at the same time providing an unprecedented service level Maintenance management service can be improved.

  Therefore, it is possible to build an excellent maintenance management system that can reduce system development time, improve customer satisfaction in a short period of time, and simplify serviceman maintenance work in a short period of time. Play.

  Note that the maintenance management system of the present embodiment performs maintenance management of the digital multifunction peripheral as shown in FIG. 1, but is not limited to maintenance management of the digital multifunction peripheral. As long as the electronic device (device) is a device that can output its own information in XML as a Web service client, it can be any electronic device (printer, copy, scanner, etc., TV, washing machine, refrigerator, electronic It can also be applied to various IP home appliances such as a range and an air conditioner.

  For example, when the environment of Ipv6 is established all over the world and so-called “IP home appliances” start to spread, the digital multi-function peripheral 110 of this embodiment is replaced with “IP home appliances”, and the IP home appliances become their own Web service clients. If it is configured to output information (failure information, usage information, etc.) in XML, a remote monitoring system capable of maintaining and managing IP home appliances without developing a new application can be realized.

  Specific examples include a TV audience rating survey system and a failure management system for refrigerators and microwave ovens.

  As described above, it can be said that the present invention is very useful in that a remote monitoring system for various devices (electronic devices) can be easily realized.

  Hereinafter, the features of the present embodiment will be described while comparing the maintenance management system shown in the present embodiment with a conventional technique.

  In the conventional technology, in a management system for managing a remote device, when transmitting the information of the device to a remote management device, it passes through an intermediate communication server installed in the vicinity of the device. I was going.

  In addition, a management apparatus that manages devices at remote locations analyzes and uses the received image forming apparatus information by a dedicated application, and there is no idea that it cooperates with other systems.

  The maintenance management system shown in the present embodiment and the conventional technology have the following major differences 1 to 3.

(Difference 1) There is no need to construct a new analysis application, and the work for improving the service level is simplified by linking existing systems (Difference 2) No need to install and construct relay equipment (Difference 3) First, (Difference 1) “There is no need to construct a new analysis application, and the work for improving the service level is simplified by cooperation of existing systems” will be described.

  The data output by the device is data of fixed length or CSV format, and what information is stored in which bits and in which column cannot be determined only by the information. Therefore, when constructing a conventional management system, it is necessary to newly develop a dedicated application having a function of analyzing what information exists in which bits and columns of data transmitted by the device. For example, it has a function of analyzing data using a structure in C language, a COPY phrase in COBOL language, etc., and its development has been a heavy burden and has been a factor of cost increase.

  In the maintenance management system of the present embodiment, since the information itself generated by the device is an XML document having a meaning and structure, each system that cooperates using the EAI function even if there is no dedicated application. Recognize the relationship between items and data. Furthermore, the service level can be improved in conjunction with existing CRM and field service applications without creating a new application.

  Considering the actual maintenance service business, it is possible to grasp the hardware status by building a dedicated application even if the device simply transmits data.

  However, as in this embodiment, if the information itself generated by the device has a meaning and structure, it is possible to provide a mechanism for sharing that information with other systems. Can be used in real time in a plurality of systems without manual input again.

  In fact, the maintenance management system of this embodiment expresses information related to failures and operations acquired in the digital multi-function peripheral as XML having meaning and structure, and is a maintenance service company in real time using Web services. Is sending to. Thereby, it can be automatically taken into another system by EAI within the maintenance service company without any manual intervention. Therefore, a more detailed maintenance service operation can be efficiently performed than the conventional technology.

  For example, if it is assumed that failure information issued from a device is linked to an existing CRM system used in a call center operation of a maintenance service company by EAI, when a customer calls the call center, It will be grasping the situation of. Therefore, it is possible to immediately answer the problem handling method over the telephone, which leads to improvement of customer satisfaction.

  On the other hand, in the conventional management system, when the management system and another system are to be linked, information that has no meaning from the management apparatus that has acquired the data transmitted from the device is manually operated. As a result, manual operations such as throwing them into other systems occur, which is very complicated and inefficient.

  Next, (Difference 2) “There is no need to install and construct a relay device” will be described.

  First, consider whether there are relay servers installed on the customer side and applications on the maintenance service company side.

  Conventionally, there has been a technique in which a device (printer, FAX, digital multi-function peripheral, etc.) acquires its operation status and failure information and transmits it to a maintenance service company.

  However, conventionally, the data communication device acting as a relay absorbs the failure information acquired by the device itself and transmits it to the receiving side of the management device, etc. It was necessary to install a communication device, which was a factor in increasing costs. In addition, the data communication apparatus requires a dedicated application for acquiring data from the device and transmitting it to the remote management apparatus.

  However, in the maintenance management system of this embodiment, the counter information and failure information acquired by the device itself are expressed in a data format (XML) having meaning and structure, and transmitted to the EAI via the web service. It is no longer necessary to install a data communication device at the installation site (customer, etc.), and it is no longer necessary to construct a dedicated application in the data communication device.

  Here, Patent Document 1 shown in the [Background Art] column is compared with the maintenance management system of the present embodiment.

  First, Patent Document 1 has an object of efficiently performing a quick and accurate treatment in a service system of an image forming apparatus, like the maintenance management system of the present embodiment.

  However, in Patent Document 1, a copying apparatus and a data communication apparatus that transmits data are different apparatuses. If this format is adopted, even if there is only one copying apparatus, a data communication apparatus is always required to send the service information, resulting in an increase in cost.

  On the other hand, in the maintenance management apparatus according to the present embodiment, the digital multi-function peripheral itself can send information to the maintenance service center through the Internet using a technology called Web service. Therefore, unlike Patent Document 1, a data communication apparatus for relay purposes is not required.

  Next, in the maintenance management system of this embodiment, unlike Patent Document 1, as shown in FIGS. 6, 14, and 15, the data is stored in the XML format conforming to SOAP, the Web service server 210, EAI. It is specified to be sent to the server 220.

  The EAI included in the maintenance management system of this embodiment is originally intended for cooperation with an existing system. In the maintenance management system of this embodiment, the function of the EAI and the device are linked. For example, it is assumed that when information is transmitted from the device to the EAI via the Web service, the EAI connection adapter directly flows the information to the service person arrangement system of the existing CRM system linked to the EAI. . This employs XML as the data representation format as in the maintenance management system of the present embodiment, and includes data such as customer code, error type, error location, counter information, occurrence time, and message content in the XML. It is possible for the first time by describing the structure with meaning.

  XML has the meaning and structure of data, unlike other fixed-length or other formats such as CSV. Therefore, by using XML, it is possible to pass information to the EAI connection adapter without creating an application for analyzing the meaning and structure of data.

  As described above, in the maintenance management system according to the present embodiment, a data communication device and a management device are not necessary, and an image forming apparatus that transmits information by a Web service and an existing system can be linked by EAI. .

  Therefore, there are many conventional techniques similar to the concept of this embodiment in which a device is monitored from the remote place via the Internet as in Patent Document 1, but the device means information itself as in this embodiment. There is no system for remote monitoring in a configuration in which information (XML) having a structure is transmitted using a technology called a Web service and linked with an existing system of a maintenance service company via EAI.

  As described above, the greatest feature of the present embodiment is that device information in the customer environment can be remotely monitored by combining technologies such as XML, Web service, and EAI without creating a new application.

  Conventionally, in order to construct a system for remotely monitoring device information in a customer environment, the following two types of applications have to be created.

  The first type of application is an application (or analysis unit) that analyzes information output from the device.

  The second type of application is an application (system) for utilizing the acquired device information.

  However, in the present embodiment, since EAI is used, data sent from the device in cooperation with other systems such as CRM without using the adapter function of EAI and developing a new application. Can be used in real time.

  In other words, this embodiment can realize a remote monitoring system without developing a new application only by combining XML, Web service, and EAI technologies.

  Finally, (Difference 3) “Response-type processing is possible from the device” will be described.

  In this embodiment, the SOAP used for communication between the digital multifunction peripheral 110 and the web service server 210 is a program based on the protocol called HTTP (S), and therefore is data (XML) having meaning and structure. Interactive processing such as request and response is possible.

  For example, when a failure occurs in a device and the severity of the failure is high, the maintenance service center side is not enough as a service to receive a message, and wants to provide a service that can be processed only in a response type. In the maintenance management system of this embodiment, the above response type processing is possible.

  Examples thereof are specifically shown below.

(1) Arrangement of service personnel (Figs. 4-8)
When the CRM system linked to the EAI server 220 receives a failure message from the digital multi-function peripheral 110 via the Web service server 210 and the EAI server 220, and it is severe enough to be arranged by a serviceman. In the response message, a message indicating whether or not a serviceman is arranged is sent to the digital multi-function peripheral 110 via the EAI server 220 and the Web service server 210.

  The digital multi-function peripheral 110 displays the message on the operation panel on the device and asks whether arrangement is possible. Then, an existing call center and field service application receives a SOAP message indicating whether arrangement is necessary from the user via the Web service server 210 and the EAI server 220, and proceeds with the arrangement process.

(2) Automatic notification of the corresponding estimated estimated time (FIGS. 9 to 15)
(A) During arrangement (b) Arrangement completion (c) Expected solution time In the CRM system, an arrangement request received by the call center is assigned by a field service application by a field service application. Whether the allocation arrangement is completed, the service person confirms the parts, inputs the time available, and visits the place where the obstacle is installed to actually respond.

  During this time, the digital multifunction peripheral 110 itself performs polling by SOAP at a fixed time such as every 3 minutes, and receives information related to the arrangement on the CRM system. At that time, a) during arrangement, (b) completion of arrangement, (c) expected solution time, etc. are acquired and displayed on the panel of the digital multi-function peripheral.

(3) Toner cartridge automatic arrangement (FIGS. 16 to 17)
The digital multi-function peripheral 110 may require a user response even if it is not a failure.

For toner that is a consumable item, the shortage of the toner cartridge can be predicted by calculating the combination of the replacement information and the counter information.

  This is because both the phenomenon of arranging the toner cartridge in anticipation of the time when the toner is likely to run out and the ordering of the toner cartridge after the actual disappearance occur.

  The digital multi-function peripheral 110 predicts a shortage of toner by itself, and displays a message for requesting a toner cartridge and the presence / absence thereof on the panel of the digital multi-function peripheral 110 when the remaining amount becomes low. A toner cartridge sending request can be sent to the service center, and whether or not it has been accepted is received and displayed on the panel. This process is started by starting a timer by a regular event. In addition, whether or not a toner cartridge can be requested can be requested without confirmation on the panel by setting.

  As described above, this embodiment is obtained by adding a relationship with a device to EAI, and simply connecting a remote device and a management device (via a data communication device) as in the prior art. However, the information transmitted from the device is not managed by the management device. In the future, in order to make the device itself intelligent, it is indispensable to support Web services like the digital multi-function peripheral 110 of this embodiment. As a result, the device and a plurality of applications can be linked in real time.

  The points described above are considered as matters to be particularly noted when considering the difference between the maintenance management system shown in the present embodiment and the conventional technique such as Patent Document 1 described above.

  All configurations in which any or all of the above-described embodiments and their applications are combined are also included in the present invention.

  In addition, the configuration and contents of various data shown in FIGS. 3, 6, 14, and 15 are not limited to this, and may be configured with various configurations and contents according to applications and purposes. Needless to say.

  Although one embodiment has been described above, the present invention can take an embodiment as, for example, a system, apparatus, method, program, or recording medium, and specifically includes a plurality of devices. The present invention may be applied to a system including a single device.

  As described above, according to the present embodiment, devices such as digital multifunction peripherals, IP home appliances, and other electronic devices acquire the operation status and failure information of the devices themselves, and the information is meaningful and structured information (XML). ) To the maintenance service company's Web service server via the Web service, and through the EAI server connected to the Web service server to send information to the plurality of linked systems in real time, It is possible to realize inter-application cooperation by automatically acquiring information on devices.

  The configuration of a data processing program that can be read by the image forming apparatus according to the present invention will be described below with reference to the memory map shown in FIG.

  FIG. 18 is a diagram illustrating a memory map of a recording medium (storage medium) that stores various data processing programs that can be read (read) by the image forming apparatus according to the present invention.

  Although not specifically shown, information for managing a program group stored in the recording medium, for example, version information, creator, etc. is also stored, and information depending on the OS on the program reading side, for example, a program is identified and displayed. Icons may also be stored.

  Further, data depending on various programs is also managed in the directory. In addition, when a program or data to be installed is compressed, a program to be decompressed may be stored.

  The functions shown in FIGS. 4, 9, 13, and 16 in this embodiment may be performed by a host computer by a program installed from the outside. In this case, the present invention is applied even when an information group including a program is supplied to the output device from a recording medium such as a CD-ROM, a flash memory, or an FD, or from an external recording medium via a network. Is.

  As described above, a recording medium recording software program codes for realizing the functions of the above-described embodiments is supplied to a system or apparatus, and a computer (or CPU or MPU) of the system or apparatus stores the recording medium in the recording medium. It goes without saying that the object of the present invention can also be achieved by reading and executing the programmed program code.

  In this case, the program code itself read from the recording medium realizes the novel function of the present invention, and the recording medium storing the program code constitutes the present invention.

  As a recording medium for supplying the program code, for example, a flexible disk, hard disk, optical disk, magneto-optical disk, CD-ROM, CD-R, DVD-ROM, magnetic tape, nonvolatile memory card, ROM, EEPROM, A silicon disk or the like can be used.

  Further, by executing the program code read by the computer, not only the functions of the above-described embodiments are realized, but also an OS (operating system) or the like running on the computer based on the instruction of the program code. It goes without saying that a case where the function of the above-described embodiment is realized by performing part or all of the actual processing and the processing is included.

  Furthermore, after the program code read from the recording medium is written in a memory provided in a function expansion board inserted in the computer or a function expansion unit connected to the computer, the function expansion is performed based on the instruction of the program code. It goes without saying that the case where the CPU or the like provided in the board or the function expansion unit performs part or all of the actual processing and the functions of the above-described embodiments are realized by the processing.

  Further, the present invention may be applied to a system composed of a plurality of devices or an apparatus composed of a single device. Needless to say, the present invention can be applied to a case where the present invention is achieved by supplying a program to a system or apparatus. In this case, by reading the recording medium storing the program represented by the software for achieving the present invention into the system or apparatus, the system or apparatus can enjoy the effects of the present invention. .

  Furthermore, by downloading and reading out a program represented by software for achieving the present invention from a server, database, etc. on a network using a communication program, the system or apparatus can enjoy the effects of the present invention. It becomes.

  The digital multifunction peripheral 110 according to the present embodiment is replaced with various electronic devices such as “IP home appliances”, and the electronic device outputs its own information (failure information, usage information, etc.) in XML as a Web service client. By doing so, it is possible to realize a remote monitoring system capable of maintaining and managing various electronic devices without developing a new application.

1 is a system configuration diagram illustrating a configuration of a maintenance management system showing an embodiment of the present invention. FIG. 2 is a block diagram illustrating a configuration of the digital multifunction peripheral illustrated in FIG. 1. It is a figure which shows the classification | category of the failure information in the digital multi-function peripheral shown in FIG. 6 is a flowchart illustrating an example of a first control processing procedure in the image forming apparatus of the present invention. FIG. 3 is a diagram illustrating an example of a coping method display displayed on a display panel in the operation unit illustrated in FIG. 2. FIG. 3 is a diagram illustrating an example of an XML document indicating failure information transmitted when a failure requiring an emergency response occurs from the digital multifunction peripheral illustrated in FIG. 1. FIG. 3 is a diagram illustrating an example of an XML document indicating a serviceman's arrangement instruction received from the Web service server by the digital multifunction peripheral illustrated in FIG. 1. It is a figure which shows an example of the service person arrangement presence / absence confirmation screen displayed on the display panel in the operation part shown in FIG. 6 is a flowchart illustrating an example of a second control processing procedure in the image forming apparatus of the present invention. FIG. 3 is a diagram illustrating an example of a status notification screen displayed on a display panel in the operation unit illustrated in FIG. 2. FIG. 3 is a diagram illustrating an example of a status notification screen displayed on a display panel in the operation unit illustrated in FIG. 2. FIG. 3 is a diagram illustrating an example of a status notification screen displayed on a display panel in the operation unit illustrated in FIG. 2. 12 is a flowchart illustrating an example of a third control processing procedure in the image forming apparatus of the present invention. FIG. 6 is a diagram illustrating an XML document indicating counter data as an example of periodic information transmitted from a digital multifunction peripheral. FIG. 10 is a diagram illustrating an XML document indicating history data of a minor fault as an example of minor fault information transmitted from the digital multifunction peripheral. 12 is a flowchart illustrating an example of a fourth control processing procedure in the image forming apparatus of the present invention. FIG. 3 is a diagram illustrating an example of a toner order presence / absence confirmation message screen displayed on a display panel in an operation unit illustrated in FIG. 2. FIG. 3 is a diagram illustrating a memory map of a recording medium (storage medium) that stores various data processing programs that can be read (read) by the image forming apparatus according to the present invention.

Explanation of symbols

100 Customer 110 Digital MFP 150 LAN
200 Maintenance Service Center 210 Web Service Server 220 EAI Server 230a-230c Cooperation System 250 LAN
300 Internet

Claims (17)

An application integration server that controls data in a predetermined expression format, in which the data itself has a meaning and structure, to be used in real time among a plurality of linked application systems;
An electronic device having transmission means for transmitting information generated in the device as data of the predetermined expression format to the application integration server via a Web service;
A maintenance management system comprising: The electronic device is
As a response to the transmission processing by the transmission means, reception is performed for receiving information from the application integration server linked with the application integration server, which is transmitted as data of the predetermined expression format from the application integration server via the Web service. The maintenance management system according to claim 1, further comprising means. The electronic device is
The maintenance management system according to claim 2, further comprising an informing unit that informs an operator of the electronic device of information from the application system received by the receiving unit. The electronic device is
An input unit that receives an input from an operator of the electronic device;
The maintenance management system according to claim 3, wherein the transmission unit transmits the information input by the input unit as data of the predetermined expression format to the application integration server via a Web service.   5. The maintenance according to claim 1, wherein the information generated by the own device includes failure information of the electronic device, operation information of the electronic device, and information indicating a request for the application system. Management system.   The maintenance management system according to claim 1, wherein the electronic device includes an image forming apparatus, a digital multifunction peripheral, and a home appliance.   The maintenance management system according to claim 1, wherein the predetermined expression format includes XML.   The application integration server that controls the data in a predetermined expression format having the meaning and structure of the data itself so that the data can be used in real time among a plurality of application systems linked to each other. An electronic apparatus comprising: a transmission unit that performs transmission processing via a Web service.   As a response to the transmission processing by the transmission means, reception is performed for receiving information from the application integration server linked with the application integration server, which is transmitted as data of the predetermined expression format from the application integration server via the Web service. 9. The electronic apparatus according to claim 8, further comprising means.   The electronic apparatus according to claim 9, further comprising an informing unit that informs an operator of information from the application system received by the receiving unit. Having an input means for receiving input from the operator;
The electronic device according to claim 10, wherein the transmission unit transmits the information input by the input unit as data of the predetermined expression format to the application integration server via a Web service.   The electronic device according to any one of claims 8 to 11, wherein the information generated by the own device includes failure information of the electronic device, operation information of the electronic device, and information indicating a request for the application system. machine.   The electronic device according to claim 8, wherein the electronic device includes an image forming apparatus, a digital multifunction peripheral, and a home appliance.   The electronic device according to claim 8, wherein the predetermined expression format includes XML.   Information that is generated by the electronic device itself is transmitted to the application integration server that controls the data in a predetermined expression format in which the data itself has a meaning and structure so that the data can be used in real time among a plurality of linked application systems. A maintenance management method characterized by comprising a transmission step of transmitting data in an expression format via a Web service.   A program for executing the maintenance management method according to claim 15.   A recording medium storing a computer-readable program for executing the maintenance management method according to claim 15.

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