WO2012117950A1

WO2012117950A1 - Tracking history management device, system, method, and program

Info

Publication number: WO2012117950A1
Application number: PCT/JP2012/054480
Authority: WO
Inventors: 文武村津
Original assignee: 日本電気株式会社
Priority date: 2011-03-01
Filing date: 2012-02-17
Publication date: 2012-09-07

Abstract

Provided are a tracking history management device, system, method, and program with which it is possible to ascertain an assisted user's status without requiring high network transmission rates. A tracking history management device comprises: a screen component storage means for associating first screen component information and address information and storing same; a terminal event acquisition means for sensing prescribed information relating to the present device; a snapshot generation means for acquiring the first screen component information which is displayed on the screen of the present device, querying the screen component storage means, and converting the acquired first screen component information to the address which corresponds to the first screen component information, when the terminal event acquisition means senses the prescribed information; and a tracking history information transmission means for transmitting the address information to another device.

Description

History management apparatus, system, method and program

The present invention relates to a history management device, system, method, and program.

There is a system for a call center and a user with high literacy to remotely provide operation support and teaching operation methods to a user who is unfamiliar with the operation of IT devices such as personal computers and mobile terminals. For example, a technique is known in which a user who performs support (hereinafter referred to as a support user) grasps the screen status of a terminal or the like used by a user who receives support (hereinafter referred to as a supported user).
As an example of such a technique, Patent Literature 1 discloses screen browsing in which screen data is generated using a timing at which an active target selected by a supported user is changed on the screen and sent to the supporting user. A method is described.
Patent Document 2 discloses a support system that stores each of a plurality of pieces of screen data in association with screen identification information, and generates screen transition information representing screen transitions displayed on the terminal device using the identification information. An example is described.
With such a technique, the support user can visually confirm the screen status of the terminal or the like used by the supported user. Therefore, using such a technology, especially when the support user and the supported user are far away from each other, the support user can support the supported user only by using voice and text information alone. It is thought that it is easy to do.

JP 2001-166756 A JP2007-179332A

However, the above-described technique cannot solve the problem that the transmission rate is increased and the cost is increased when image information having a larger amount of information than text information or the like is transmitted to the support user via the network.
Accordingly, the present invention provides a history management device, system, method, and program capable of grasping the status of a supported user without requiring a high network transmission rate in order to solve the above-described problems. With the goal.

In order to achieve such an object, the present invention provides a screen component storage unit that stores first screen component information and address information in association with each other, a terminal event acquisition unit that detects predetermined information about the device itself, and the terminal When the event acquisition unit detects the predetermined information, the first screen component information displayed on the screen of the own device is acquired, and the acquired first screen component information is stored in the screen component storage. A history management device comprising: snapshot generation means for converting to the address information corresponding to the first screen component information; and history information transmission means for transmitting the address information to another device. To do.
In addition, the present invention provides a terminal event acquisition step for detecting predetermined information related to the own device that is a computer, and first screen component information displayed on the screen of the own device when the predetermined information is detected. Corresponding to the first screen component information with reference to the screen component storage means for storing the acquired first screen component information in association with the first screen component information and the address information. A history management program for causing the own apparatus to execute a snapshot generating step for converting the address information to the address information and a history information transmitting step for transmitting the address information to another apparatus.
Further, the present invention detects predetermined information related to the own device, and acquires the first screen component information displayed on the screen of the own device when the predetermined information is detected. 1 screen component information is converted into the address information corresponding to the first screen component information by referring to the screen component storage means for storing the first screen component information and the address information in association with each other, A history management method for transmitting the address information to another apparatus is provided.

The present invention provides a history management apparatus, system, method, and program capable of grasping the status of a supported user without requiring a high network transmission rate.

It is an example of the functional block diagram of the log | history management system 1 in the 1st Embodiment of this invention. It is an example of the functional block diagram of the supported user terminal 100 in the 1st Embodiment of this invention. It is an example of the functional block diagram of the log | history management server 200 in the 1st Embodiment of this invention. It is a figure which shows the specific example of the historical information in the 1st Embodiment of this invention. It is an example of the figure which shows the specific example of the terminal screen of the assistance user terminal 500 in the 1st Embodiment of this invention. It is an example of the flowchart figure which shows the flow of the processing operation which produces | generates the history information in the user terminal 100 to be supported in the 1st Embodiment of this invention. It is an example of the flowchart figure which shows the flow of the processing operation | movement which decompress | restores the historical information in the log | history management server 200 in the 1st Embodiment of this invention. It is an example of the figure which shows the specific example of the information contained in the historical information in the 1st Embodiment of this invention. It is a figure which shows the specific example of the attribute and screen component ID corresponding to each component of the log | history information in the 1st Embodiment of this invention. It is an example of the figure which shows a template components table. It is an example of the figure which shows an external resource table. 3 is an example of a diagram illustrating a screen component storage unit 104. FIG. It is an example of the hardware block diagram of each apparatus in the 1st Embodiment of this invention. It is an example of the functional block diagram of the log | history management apparatus 2 in the 2nd Embodiment of this invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings. In all the drawings, the same components are denoted by the same reference numerals, and description thereof will be omitted as appropriate.
Each unit constituting the device of each embodiment includes a control unit, a memory, a program loaded in the memory, a storage unit such as a hard disk for storing the program, a network connection interface, and the like. Realized by a combination of And unless there is particular notice, the realization method and apparatus are not limited.
In addition, the block diagram used in the description of each embodiment shows not a hardware unit configuration but a functional unit configuration. These functional blocks are realized by any combination of hardware and software. In addition, in these drawings, the components of each embodiment may be described as being realized by one physically coupled device, but unless otherwise specified, the means for realizing the same is not limited thereto. Not. That is, the components, devices, systems, and the like described in each embodiment may be realized by a plurality of devices by connecting two or more physically separated devices in a wired or wireless manner. In addition, although there are cases where each component is described as two or more devices that are physically separated, the realization means is not limited to this unless otherwise specified. That is, each component, device, system, and the like of each embodiment may be realized by arbitrarily combining hardware and software so as to be realized by one physically coupled device.
FIG. 13 is a hardware configuration diagram of each device constituting the history management system 1. Each device includes a control unit 1000, a communication IF (interface) 2000 for network connection, a memory 3000, and a storage device 4000 such as a hard disk for storing programs and the like.
The control unit 1000 includes a CPU (Central Processing Unit) and the like, and controls the entire apparatus by operating an OS (Operating System). For example, the control unit 1000 can store programs, programs, and the like from a recording medium mounted on a drive device or the like. Data is read out, and various processes are executed in accordance with the data.
The recording device 4000 is, for example, an optical disk, a flexible disk, a magnetic optical disk, an external hard disk, a semiconductor memory, etc., and records a computer program so that the computer can read it. The computer program may be downloaded from an external computer (not shown) connected to the communication network. Here, unless otherwise specified, the communication network may be the Internet, a LAN (Local Area Network), a public line network, a wireless communication network, or a network configured by a combination thereof.
<Embodiment 1>
Next, a first embodiment of the invention will be described in detail with reference to the drawings.
[Configuration of History Management System 1]
FIG. 1 is a functional block diagram of a history management system 1 according to an embodiment of the present invention.
As shown in FIG. 1, the history management system 1 according to the present embodiment includes a supported user terminal 100, a history management server 200, a screen component resource providing server 300, an external resource providing server 400, and a supporting user terminal. 500.
The supported user terminal 100 is a terminal device used by the supported user. The supported user terminal 100 is, for example, a terminal or the like for evaluating and monitoring a specific service or how the user interface (UI) 109 of the terminal is used by the supported user. Here, the UI 109 is an interface for a supported user using the supported user terminal 100 to exchange information with the supported user terminal 100, such as a screen or a keyboard of the supported user terminal 100.
The supported user terminal 100 transmits the operation status or the like by the supported user to the history management server 200 as history information to be described later.
The history management server 200 is a server for browsing and analyzing history information acquired from the supported user terminal 100. The history management server 200 restores the history information transmitted from the supported user terminal 100 into a format that can be browsed by a support user or the like, and accumulates it as restoration information. The format that can be viewed by the support user or the like is, for example, a format that can be displayed on the screen of the support user terminal 500 such as a text format or an image format, as shown in FIG. It is not limited to these.
The screen component resource providing server 300 is a server device for the history management server 200 to provide resources for restoring history information. The image component resource providing server 300 mainly provides resources such as template components that are fixedly or routinely defined for each service or for each UI 109 of an application or terminal.
The template part is data such as a template image made up of an image of a fixed part or a document that is predetermined for each application, for example. The screen component resource providing server 300 holds a template component table in which an identifier (screen component identifier) such as an ID (Identification) uniquely assigned to each template component is associated with the template component (see FIG. 10). The template part table is provided in advance by an administrator or the like, for example.
The external resource providing server 400 is a server device such as a Web server that provides resources for the history management server 200 to restore history information, similarly to the screen component resource providing 300. The external resource providing server 400 mainly provides Web resources (external resources) such as images and text information used by browsers and client applications of other Web services.
The external resource providing server 400 holds an external resource table in which these external resources are associated with external resource identifiers (see FIG. 11). Alternatively, the external resource identifier is an identifier such as an ID uniquely assigned to each external resource, and may be address information such as a URL (Uniform Resource Locator), for example. In this case, the external resource is stored in the storage area indicated by the URL. The external resource table is provided in advance by, for example, an administrator. As described above, since the external resource providing server 400 provides resources on the Web, the history management system 1 can use existing external resources when history information to be described later is restored. Therefore, the operator or the like does not need to construct a separate server and is simple. Moreover, since the operator etc. should just store the resource which is not provided with the external resource provision server 300 in the screen component resource provision server 300, a history is obtained by using the external resource provision server 400 and the screen component resource provision server 300 together. The management system 1 can be operated efficiently.
The supporting user terminal 500 is a terminal for supporting user support for the purpose of supporting the supported user, such as a call center. The support user terminal 500 acquires the restoration information from the history management server 200 and displays it on the screen of the support user terminal 500.
[Configuration of Supported User Terminal 100]
Next, the configuration of the supported user terminal 100 will be described in detail. FIG. 2 is a functional block diagram showing the configuration of the supported user terminal 100 in the present embodiment.
The supported user terminal 100 according to the present embodiment includes a UI control unit 101, a terminal event acquisition unit 102, a snapshot generation unit 103, a screen component storage unit 104, a terminal environment management unit 105, an application execution unit 106, and a history information storage unit. 107 and a history information transmission unit 108.
The UI control unit 101 outputs screen information output by UI software or an application included in the terminal OS to the UI 109. In addition, the UI control unit 101 detects operation information such as a touch input operation and a flick input operation of a supported user or the like with respect to the UI 109.
The terminal event acquisition unit 102 acquires event information generated from the UI control unit 101 and a terminal environment management unit 105 described later. The event information includes, for example, terminal OS and applications such as operation information to the supported user terminal 100 by the supported user, information indicating a change in the network communication status, and information indicating attachment / detachment of an external device or an extended recording medium. This is information about all the events that can be defined in. Also, the terminal event acquisition unit 102 is a snapshot generation unit when a specific state change of the supported user terminal 100 or a specific input to the supported user terminal 100 from the supported user or the like 103 outputs a trigger signal for starting the operation. For example, event information that is a condition for generating a trigger signal may be stored in advance in a trigger signal storage unit (not shown) by an administrator or the like, or a control unit (not shown) periodically collects such information from the outside. Then, it may be stored in the trigger signal storage unit.
When the terminal event acquisition unit 102 acquires event information, the terminal event acquisition unit 102 determines whether the event information is event information for generating a trigger signal with reference to the trigger signal storage unit.
When the snapshot generation unit 103 acquires the trigger signal output from the terminal event acquisition unit 102, the snapshot generation unit 103 generates history information. The history information refers to event information acquired by the terminal event acquisition unit 102 when the snapshot generation unit 103 acquires a trigger signal or a predetermined time before the trigger signal acquisition, or an application from the screen component storage unit 104 described later. This is information obtained by coding information on screen components acquired via the execution unit 106 and information such as status parameters of the terminal acquired by the terminal environment management unit 105 described later. The history information may be information obtained by coding information such as event information from when the snapshot generation unit 103 acquires a trigger signal until a predetermined time before acquiring the trigger signal. An example of information included in the history information is shown in FIG. FIG. 8 shows a category of information included in the history information and an outline thereof, but these are examples, and the history information may include other information. Further, the history information includes supported user operation information representing information that the supported user operates the supported user terminal 100.
Unlike the template parts and external resources, the operation information is acquired as a code different from these as shown in FIG. For example, it is assumed that the supported user performs a touch input operation with a touch pen or the like on a position defined by coordinates (x, y) = (100, 150) defined on the screen of the supported user terminal 100. At this time, the supported user operation information is, for example, a code of “<event_attr =“ input ”><input_attr> touch </ input_attr><x_code> 100 </ x_code><y_code> 150 </ ycoord></event>” Is expressed as Further, for example, the supported user moves from a position defined by coordinates (x, y) = (100, 100) defined on the screen of the supported user terminal 100 to a position defined by (200, 200). Suppose that a flick operation is performed at an acceleration α. At this time, the supported user operation information is, for example, “<event_attr =“ input ”><input_attr> flick </ input_attr><x_code> 100 </ x_code><y_code> 100 </ y_code><x_code> 200 </ x_code ><Y_coord> 200 </ y_coord><accel> α </ accel></event> ”. Thus, the supported user operation information is information indicating the content of the supported user operating the supported user terminal 100. Note that the above-described codes are merely examples, and the present invention is not limited to these. In addition, here, description has been given by taking, as an example, two-dimensional coordinates defined on the screen of one point on the screen of the supported user terminal 100 as a reference point, but the coordinates can be set by various methods. Yes, not limited to those described here.
Next, as an example of a case where the “touch input operation” of the supported user is stored in the trigger signal storage unit as event information that is a condition for generating the trigger signal, the terminal event acquisition unit 102 and the snapshot generation unit 103 are used. The operation will be outlined with reference to FIG. FIG. 4 is a diagram showing a specific example of history information.
For example, when the supported user performs a touch input operation using a touch pen or the like on a position defined by coordinates (x, y) = (100, 150) defined on the screen of the supported user terminal 100, the UI control unit 101 Generates event information. When “touch input operation” is a condition for generating a trigger signal, the terminal event acquisition unit 102 generates a trigger signal when the event information is acquired. The snapshot generation unit 103 that has received the trigger signal generates history information. In FIG. 4, information indicating that a trigger signal is generated when a position defined by coordinates (x, y) = (100, 150) is touch-input operated is <trigger_info> and <// In the portion sandwiched between trigger_info>, “<event_attr =” input ”><input_attr> touch </ input_attr><x_code> 100 </ x_code><y_code> 150 </ y_code></ event expression>” Has been.
In addition to the above-described supported user operation information, FIG. 4 also shows application information (code between portions of <application_info> and </ application_info>) and terminal information (<terminal_info> and <// code of a portion sandwiched between terminal_info>, network information (code of a portion sandwiched between <network_info> and </ network_info>), and the like. These pieces of information are acquired by the snapshot generation unit 103 from the terminal event acquisition unit 102 or a terminal environment management unit 105 described later. In FIG. 4, a code (for example, “APL-SHOP-01”, “exit”, etc.) sandwiched between <template_res> and </ template_res> indicates a screen component identifier. Similarly, a code (for example, “http://picture.com/1234.jpg”) sandwiched between <external_res> and </ external_res> indicates an external resource identifier. These identifiers are acquired by the snapshot generation unit 103 from the screen component storage unit 104 described later via the application execution unit 106. A method by which the snapshot generation unit 103 converts event information or the like into a code is determined in advance by an administrator or the like. Various methods are known for conversion into codes and expression methods as codes, and are not limited to those described above. Although not shown in FIG. 4, the history information includes information such as coordinates indicating the position on the screen of the supported user terminal 100 where the template component corresponding to the screen component identifier is displayed (template). Component display information) may be included. Moreover, even if the history information includes information (external resource display information) such as coordinates indicating where on the screen of the supported user terminal 100 the external resource corresponding to the external resource identifier was displayed. good.
When the snapshot generation unit 103 acquires a trigger signal, the snapshot generation unit 103 may acquire history information so as to include supported user operation information from a predetermined time before the trigger signal is acquired until the trigger signal is acquired. For example, when the trigger signal generation condition is that an error is displayed on the browser screen of the supported user terminal 100, the supporting user determines a predetermined time when the error is displayed on the browser of the supported user terminal 100 or the like. Reference when grasping whether or not the operation performed by the supported user causes the error display by acquiring the operation information performed by the supported user between the time before receiving the trigger signal History information can be used.
As shown in FIG. 12, the screen component storage unit 104 stores a screen component (template component or external resource) necessary for the snapshot generation unit 103 to generate history information and a corresponding screen component ID. . The screen component is, for example, image data such as a bitmap or GIF (graphics interchange format). The screen component storage unit 104 may further store a screen component such as an image corresponding to the supported user operation information and a screen component ID corresponding to the screen component. The screen component ID is an identifier indicating “button”, “text box”, or the like. For example, FIG. 12 shows a state in which the “photo image image part 1” of the external resource and the corresponding screen part ID “http: //.jpg” are stored in the screen part storage part 104 in association with each other. ing. The contents of the screen component storage unit 104 may be created in advance by an administrator or the like. The screen component storage unit 104 acquires the contents of the template component table and the external resource table stored in the screen component resource providing server 300 and the external resource providing server 400 from the screen component resource providing server 300 and the external resource providing server 400. You may remember.
The terminal environment management unit 105 provides state parameters of the terminal OS and devices used by the snapshot generation unit 103 to generate history information. The state parameter includes all variables that the terminal can have, such as the names of network devices, the communication status of the network devices, time information, and the remaining battery level. The status parameter is used when the support user grasps the status of the supported user terminal 100 and the like. For example, when the supported user is using the Internet via the supported user terminal 100 and the document acquisition failure error is displayed on the browser screen, is the support user responsible for the error on the Web server side? When specifying whether the problem is on the supported user terminal 100 side, the support user can use the state parameter. An administrator or the like may set in advance the state parameters used by the snapshot generation unit 103 when generating history information for each terminal or each application.
The application execution unit 106 manages the execution of the application in the supported user terminal 100. The application execution unit 106 provides the snapshot generation unit 103 with screen component IDs corresponding to the application execution status and screen components used for screen display necessary for the snapshot generation unit 103 to generate history information. To do.
The history information storage unit 107 temporarily stores the history information generated by the snapshot generation unit 103.
The history information transmission unit 108 transmits the history information temporarily stored in the history information storage unit 107 to the history management server 200.
[Configuration of History Management Server 200]
Next, the configuration of the history management server 200 will be described in detail. FIG. 3 is a functional block diagram showing the configuration of the history management server 200 in the embodiment of the present invention.
The history management server 200 according to the embodiment of the present invention includes a history information reception unit 201, a history information analysis unit 202, a history information restoration unit 203, a screen component resource acquisition unit 204, an external resource acquisition unit 205, a restoration information storage unit 206, The restoration information provision management unit 207 is configured.
The history information receiving unit 201 receives the history information transmitted from the supported user terminal 100 and transmits it to the history information analyzing unit 202.
The history information analysis unit 202 extracts supported user operation information, screen component identifiers, external resource identifiers, various state parameters, and the like from the history information. The information to be extracted may be only information requested by the support user, or may be predetermined information predetermined by an administrator or the like. In the case of history information as shown in FIG. 4, the history information analysis unit 202 operates as, for example, an XML (Extensible Markup Language) parser.
The history information restoration unit 203 restores the history information into a format that can be browsed by a support user or the like using the screen component ID and various state parameters included in the history information extracted by the history information analysis unit 202. When restoring history information, the history information restoration unit 203 obtains image image information necessary for restoration of history information from a screen component resource acquisition unit 204 and an external resource acquisition unit 205 described later. Then, the history information restoration unit 203 restores the history information by combining them, and generates restoration information to be displayed on the screen of the support user terminal 500, for example, as shown in FIG. At this time, the history information restoration unit 203 may determine the display location of the template part or the external resource on the screen of the support user terminal 500 using the template part display information or the external resource display information described above.
The history information restoration unit 203 also restores an image or the like indicating the user operation information based on the supported user operation information included in the history information. For example, the history information restoring unit 203 acquires the code of the portion sandwiched between <event attr = """> and </ event> in the history information extracted by the history information analysis unit 202, and supports the supported user. Operation information is acquired, and an image corresponding to the operation is restored. For example, if the history information includes an identifier “touch” corresponding to the touch input operation, the history information restoration unit 203 uses the screen component resource acquisition unit 204 to display a resource such as an image representing the touch input operation based on the identifier. Alternatively, it is acquired from the external resource acquisition unit 205. The history information restoration unit 203 specifies that the operation of the supported user is a touch input operation from the code “touch” between the <input attr> and </ input attr>, and identifies the external resource. An identifier (for example, URL “http: // touch.... Jpg”) may be generated. In other words, the history information restoration unit 203 adds a predetermined character string or the like to the code between the parts between <input attr> and </ input attr>, changes the code according to a predetermined rule, etc. The identifier may be generated according to a predetermined rule. This generation method is predetermined by an administrator or the like, and is held in the history management server 200 as an identifier generation rule, for example. Next, the history information restoration unit 203 is the coordinates on the screen where the touch input operation has been performed from <x code> to </ x code> and <y code> to </ y code> (100, 150). Is identified. Then, the history information restoration unit 203 acquires an image indicating a touch input operation from the screen component resource acquisition unit 204 or the external resource acquisition unit 205 based on the identifier, and displays the acquired image at the coordinate position (100, 150). At this time, if another resource overlaps the same coordinate position, the history information restoration unit 203 displays the image or the like resource corresponding to the supported user operation information on the other resource (overlay). Is desirable. For example, FIG. 5 illustrates a state in which an image indicating a touch input operation (touch input image portion 606 indicated by an arrow) is displayed on the determination button image portion 605 in an overlapping manner. Note that the method of displaying the resource corresponding to the supported user operation information is not limited to this.
The screen component resource acquisition unit 204 acquires the screen component image associated with the screen component identifier from the screen component resource providing server 300. For example, the screen part identifier “APL-SHOP-01” in the code sandwiched between <template_res> and </ template_res> in FIG. 4 corresponds to the screen transition button image unit 601 shown in FIGS. 9 and 5. It is attached. Therefore, the screen component image acquisition unit 204 acquires the screen transition button image unit 601 corresponding to the screen component identifier “APL-SHOP-01” from the screen component resource providing server 300. FIG. 9 is a diagram showing a specific example of attributes and screen component IDs corresponding to each component (resource) of the restoration information 600 shown in FIG.
The external resource acquisition unit 205 acquires an external resource associated with the external resource identifier from the external resource providing server 400. For example, the external resource identifier “http://picture.com/1234.jpg” in the code sandwiched between <external_res> and </ externalores> in FIG. 4 is the photographic image shown in FIGS. It is associated with the image part 603. Therefore, the external resource acquisition unit 205 acquires the photographic image image unit 603 corresponding to the external resource identifier “http://picture.com/1234.jpg” from the external resource providing server 400. Further, “touch” is associated with the touch input image unit 606 shown in FIGS. 9 and 5. Therefore, the screen component resource acquisition unit 204 acquires the touch input image unit 606 corresponding to the identifier “touch” from the screen component resource provision server 300. Although the case where the resource corresponding to the supported user operation information is a template part has been described as an example, the supported user operation information may be an external resource.
The restoration information storage unit 206 stores the restoration information restored by the history information restoration unit 203. When there are a plurality of restoration information, the restoration information may be managed in time series, for example. The restoration information storage unit 206 prepares for a restoration information acquisition request from the restoration information provision management unit 207.
In response to the restoration information acquisition request from the support user terminal 500, the restoration information provision management unit 207 transmits the restoration information requested by the assistance user terminal 500 from the restoration information stored in the restoration information storage unit 206. To do.
FIG. 5 is an example of restoration information 600 restored by the history information restoration unit 203. For example, restoration information 600 as shown in FIG. 5 is displayed on the screen of the support user terminal 500.
5 includes a screen transition button image unit 601, a text input box image unit 602, a photographic image image unit 603, a text display unit 604, a determination button image unit 605, and a touch input image unit 606.
The screen transition button image unit 601 is a template part having a function for controlling screen transition, for example, one of screen part images having a button attribute. The text input box image unit 602 is a template part having a function of accepting text input from a user, for example, one of screen part images having a text box attribute. The photographic image image unit 603 is an external resource having an image attribute, for example. The text display unit 604 is an external resource having a text attribute, for example. The decision button image unit 605 is, for example, one of screen component images having a button attribute, like the screen transition button image unit 601, and is a template component having a function of transmitting an operation related to a user's decision making to the application.
The touch input image unit 606 is an image obtained by restoring the history information that is analyzed by the history information analysis unit 202 and that represents the operation information of the supported user terminal 100 by the supported user. The touch input image unit 606 is, for example, a template part having an image attribute.
FIG. 9 is a diagram showing a specific example of attributes and screen component IDs corresponding to each component of the restoration information 600 shown in FIG.
Referring to FIG. 9, a photographic image image unit 603 and a text display unit 604 corresponding to external resources are expressed as URLs.
The screen component identifiers of the screen transition button image unit 601, the text input box image unit 602, the decision button image unit 605, and the supported user operation information display unit 606 corresponding to the template component have a predetermined format. The screen component identifier may be determined, for example, when a developer or the like programs an application.
[Description of operation]
Next, the overall operation of the present embodiment will be described in detail with reference to the flowcharts of FIGS.
FIG. 6 is a diagram illustrating an operation when the supported user terminal 100 takes a snapshot.
First, the terminal event acquisition unit 102 monitors event information in the supported user terminal 100 and periodically acquires event information (step S101). Or the terminal event acquisition part 102 monitors the event information in a terminal, and when specific event information generate | occur | produces, this event information is acquired. Specific event information may be determined in advance by an administrator or the like.
Next, the terminal event acquisition unit 102 determines whether the acquired event information of the terminal is an event related to snapshot acquisition (step S102). That is, the terminal event acquisition unit 102 determines whether or not the acquired event information is event information that is a condition for generating a trigger signal, with reference to, for example, the trigger signal storage unit described above.
If the terminal event acquisition unit 102 determines that the event information is not an event related to snapshot acquisition, the terminal event acquisition unit 102 monitors the event in the terminal again (step S102: No).
If the terminal event acquisition unit 102 determines that the event information is an event related to snapshot acquisition (step S102: Yes), the terminal event acquisition unit 102 instructs the snapshot generation unit 103 to acquire a snapshot. Transmit (step S103). That is, the terminal event acquisition unit 102 transmits a trigger signal to the snapshot generation unit 103.
Upon receiving the snapshot acquisition instruction from the terminal event acquisition unit 102, the snapshot generation unit 103 receives supported user operation information, screen component IDs, and terminals from the terminal event acquisition unit 102, application execution unit 106, and terminal environment management unit 105. Various parameters such as environmental state parameters are acquired (step S104).
In step S104, the snapshot generation unit 103 collects various parameters, and then generates history information (step S105).
The history information generated in the snapshot generation unit 103 is temporarily stored in the history information storage unit 107. The history information storage unit 107 prepares for a subsequent history information acquisition request from the history information transmission unit 108 (step S106).
FIG. 7 is a diagram illustrating an operation when the history management server 200 restores history information to restoration information.
First, the history information receiving unit 201 receives history information from the supported user terminal 100 (step S201).
The history information receiving unit 201 transmits the received history information to the history information analyzing unit 202. The history information analysis unit 202 analyzes the received history information, and extracts supported user operation information (or an identifier representing supported user operation information), a screen component identifier, and an external resource identifier from the received history information (step S202). .
The history information restoration unit 203 acquires resources such as images corresponding to the supported user operation information from the screen component resource providing server 300 and the external resource providing server 400. Further, the history information restoring unit 203 acquires resources such as images corresponding to the screen component identifier and the external resource identifier from the screen component resource providing server 300 and the external resource providing server 400 (step S203).
Specifically, for example, an identifier representing supported user operation information is passed to the screen component resource acquisition unit 204 and the external resource acquisition unit 205. Next, the screen component resource acquisition unit 204 and the external resource acquisition unit 205 communicate with the screen component resource providing server 300 and the external resource providing server 400, respectively, and acquire resources such as images based on the identifiers.
Also, the screen component identifier extracted in step S202 is passed to the screen component resource acquisition unit 204 via the history information restoration unit 203. The screen component image acquisition unit 204 that has received the screen component identifier communicates with the screen component resource providing server 300 to acquire a template component corresponding to the screen component identifier.
In addition, the external resource identifier extracted in step S202 is passed to the external resource acquisition unit 205 via the history information restoration unit 203. The external resource acquisition unit 205 that has received the external resource identifier communicates with the external resource providing server 400 to acquire an external resource corresponding to the identifier.
In step S203, the history information restoration unit 203 that has acquired resources corresponding to the supported operation information, the screen component identifier, and the external resource identifier restores the history information using these resources (step S204).
The restored history information is stored in the restoration information storage unit 206. The restoration information storage unit 206 prepares for a restoration information acquisition request from the restoration information provision management unit 207 thereafter (step S205).
The history information analysis unit 202 determines whether there is any history information to be processed that has been received by the history information reception unit 201 (step S206).
When history information to be processed remains, the history information analysis unit 202 returns to step S202 again and analyzes the history information (step S206: Yes).
On the other hand, when there is no history information to be processed, a series of processes relating to the restoration of the history information ends (step S206: No).
Since the history management system 1 according to the present embodiment converts supported user operation information, screen component IDs, and the like into history information including address information and the like and transmits the history information to the support user terminal 100, a high transmission rate is not required. In both cases, the support user can be notified of the status of the supported user. Moreover, since the history management system 1 acquires the operation information of the supported user as history information, the support user can acquire the restoration information reflecting the operation content of the supported user. Thereby, for example, when an error occurs in the supported user terminal 100, the support user can grasp the operation information of the supported user even when the cause of the error cannot be specified only by displaying the error on the screen. It is possible to take a more appropriate response.
<Embodiment 2>
Next, a second embodiment of the present invention will be described.
As illustrated in FIG. 14, the history information management apparatus 2 according to the present embodiment includes a screen component storage unit 104, a terminal event acquisition unit 102, a snapshot generation unit 103, and a history information transmission unit 108.
As shown in FIG. 12, the screen component storage unit 104 includes screen components (template components or external resources) necessary for the snapshot generation unit 103 to generate history information, and screens such as address information and identifiers corresponding to the screen components. The component ID is stored.
The terminal event acquisition unit 102 acquires event information generated from the UI control unit 101. In addition, the terminal event acquisition unit 102 outputs a trigger signal for starting the operation of the snapshot generation unit 103 when a specific event occurs, that is, when a specific state change or input occurs. To do.
When the snapshot generation unit 103 acquires the trigger signal output from the terminal event acquisition unit 102, the snapshot generation unit 103 generates history information of operation information of the supported user terminal 100 by the supported user.
The history information transmission unit 108 transmits the history information temporarily stored in the history information storage unit 107 to the history management server 200.
According to the above configuration, the history information management device 2 converts the supported user operation information, the screen component ID, and the like into history information including address information and the like and transmits the history information to the support user terminal 100. Even if it is not necessary, the support user can be notified of the situation of the supported user.
While the present invention has been described with reference to the embodiments, the present invention is not limited to the above embodiments. Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.
This application claims the priority on the basis of Japanese application Japanese Patent Application No. 2011-043873 for which it applied on March 1, 2011, and takes in those the indications of all here.
While the present invention has been described with reference to the embodiments, the present invention is not limited to the above embodiments. Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.

DESCRIPTION OF SYMBOLS 1 History management system 2 History information management apparatus 100 Supported user terminal 101 UI control part 102 Terminal event acquisition part 103 Snapshot production | generation part 104 Screen component memory | storage part 105 Terminal environment management part 106 Application execution part 107 History information storage part 108 History information Transmission unit 200 History management server 201 History information reception unit 202 History information analysis unit 203 History information restoration unit 204 Screen component resource acquisition unit 205 External resource acquisition unit 206 Restore information storage unit 207 Restore information provision management unit 300 Screen component resource provision server 400 External resource providing server 500 Supporting user terminal 600 Restoration information 601 Screen transition button image part 602 Text input box image part 603 Photo image image part 604 Text display part 605 Decision button Image part 606 Touch input image part

Claims

Screen component storage means for storing the first screen component information and the address information in association with each other;
Terminal event acquisition means for detecting predetermined information about the device;
When the terminal event acquisition unit detects the predetermined information, the terminal event acquisition unit acquires the first screen component information displayed on the screen of the own device, and acquires the acquired first screen component information as the screen. A snapshot generation means for referring to the component storage means and converting the address information corresponding to the first screen component information;
History information transmitting means for transmitting the address information to another device;
A history management device comprising:
The address information is address information of the first screen component information stored in the first external device;
The screen component storage means stores second screen component information and identification information stored in association with each other by a second external device,
The snapshot generation means includes:
When the terminal event acquisition means detects the predetermined information, acquires second screen component information displayed on the screen of the own device,
The acquired second screen component information is converted into the identification information corresponding to the second screen component information with reference to the screen component storage means,
The history information transmitting means includes
The history management apparatus according to claim 1, wherein the identification information is transmitted to the other apparatus.
The second external device stores operation information and the second screen component information in association with each other,
The snapshot generation means includes:
When the terminal event acquisition means detects the predetermined information, the operation information for the own device is acquired,
The history information transmitting means includes
The history management device according to claim 2, wherein the operation information is transmitted to the other device.
A history management device according to claim 3;
The first screen component information and the second screen component information corresponding to each of the address information, the identification information, and the operation information acquired from the history management device are respectively the first external device or the second screen information. The other device that acquires from an external device, generates and displays screen information including these information, and
A history management system consisting of
A terminal event acquisition step of detecting predetermined information relating to the own device being a computer;
When the predetermined information is detected, the first screen component information displayed on the screen of the device itself is acquired, and the acquired first screen component information is set to the first screen component information and the address. A snapshot generation step of converting the address information corresponding to the first screen component information with reference to the screen component storage means for storing information in association with each other;
A history information transmission step of transmitting the address information to another device;
A history management program for causing the own apparatus to execute.
The address information is address information of the first screen component information stored in the first external device;
The screen component storage means stores second screen component information and identification information stored in association with each other by a second external device,
When the predetermined information is detected, the second screen component information displayed on the screen of the own device is acquired, and the acquired second screen component information is referred to the screen component storage unit. , The snapshot generation step of converting into the identification information corresponding to the second screen component information;
The history information transmitting step for transmitting the identification information to the other device;
The history management program according to claim 5, wherein:
The second external device stores operation information and the second screen component information in association with each other,
The snapshot generation step of acquiring the operation information for the device when the predetermined information is detected;
The history information transmission step of transmitting the operation information to the other device;
The history management program according to claim 6, which causes the own apparatus to execute.
Detects certain information about the device itself,
When the predetermined information is detected, the first screen component information displayed on the screen of the device itself is acquired, and the acquired first screen component information is set to the first screen component information and the address. Referring to the screen part storage means for storing information in association with each other, and converting the address information corresponding to the first screen part information;
A history management method for transmitting the address information to another device.
The address information is address information of the first screen component information stored in the first external device;
The screen component storage means stores second screen component information and identification information stored in association with each other by a second external device,
When the predetermined information is detected, the second screen component information displayed on the screen of the own device is acquired,
The acquired second screen component information is converted into the identification information corresponding to the second screen component information with reference to the screen component storage means,
The history management method according to claim 8, wherein the identification information is transmitted to the other device.
The second external device stores operation information and the second screen component information in association with each other,
When the predetermined information is detected, the operation information for the device is acquired,
The history management method according to claim 9, wherein the operation information is transmitted to the other device.