CN102202085A - Method and device for processing operation/maintenance work orders based on mobile terminal - Google Patents
Method and device for processing operation/maintenance work orders based on mobile terminal Download PDFInfo
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- CN102202085A CN102202085A CN 201110075597 CN201110075597A CN102202085A CN 102202085 A CN102202085 A CN 102202085A CN 201110075597 CN201110075597 CN 201110075597 CN 201110075597 A CN201110075597 A CN 201110075597A CN 102202085 A CN102202085 A CN 102202085A
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Abstract
The invention discloses a method and device for processing operation/maintenance work orders based on a mobile terminal. The method mainly comprises the following steps: 1) an operation/maintenance center information desk receives fault maintenance application; 2) the operation/maintenance center information desk registers the fault request; 3) the operation/maintenance center information desk creates a work order and determines the operation/maintenance personnel for processing the fault; 4) the operation/maintenance center information desk sends a short message to notify an operation/maintenance mobile terminal; 5) the operation/maintenance mobile terminal receives the notification short message; 6) the work order link of the short message is clicked on the operation/maintenance mobile terminal to open the work order page; 7) a receiving button is clicked on the operation/maintenance mobile terminal to receive the work order; 8) the fault is processed; 9) the work order link in the short message is clicked on the operation/maintenance mobile terminal to open the work order page, a fault solution is filled in, and the work order is submitted; and 10) the operation/maintenance center information desk determines whether the fault is solved according to the submitted fault solution, and notifies the client through a short message. By adopting the method, the operation/maintenance personnel can improve the execution and feedback speed of the work order so as to reduce the execution time of the work order.
Description
Technical field
The present invention relates to the service field of IT O﹠M, single method and the device of handling of especially a kind of O﹠M worker based on portable terminal.
Background technology
Along with outsourcing of O﹠M market gradually by the deep development of nurturing period to the growth stage, enterprise promotes professional competitiveness for improving, will complete upgrading to the demand of outsourcing of O﹠M service, serve the outsourcing service of implementing overall strategy from the outsourcing of O﹠M of implementing part, range of needs is constantly expanded, this is undoubtedly a perfect market opportunity for IT subcontract service provider, but for numerous service providers, as how lower cost, higher efficient provides high service quality for the client, win client's trust, win victory in keen competition, this has proposed new challenge for IT O﹠M service provider.In existing O﹠M service process, the single processing of traditional O﹠M worker substantially all is to be got in unit by field personnel O﹠M personnel, and the finishing of worker's list wanted entry information after the outer diligent O﹠M personnel unit of getting back to, affirmation.Even worker's single job finishes, could confirm to finish after generally also will waiting until several hrs, artificially prolong the time of implementation of worker's list, influenced service quality, the also slow execution of follow-up business link.Simultaneously owing to there is not technological means that the actual conditions and the standardization of job task are monitored, the nonstandard problem of construction often appears, accident influences operation quality and safety, even stays potential safety hazard, if also can't provide effective foundation to carry out investigating of responsibility.
Therefore, how improving the execution and the feedback speed of worker's list, time of implementation of worker's list is reduced, reduce the O﹠M cost of serving and improved customer satisfaction simultaneously, is the outstanding problem that the administrative staff in IT O﹠M field face.
Summary of the invention
The invention provides a kind of processing method and device of the O﹠M worker list based on portable terminal, its key step is as follows:
1) the Operation and Maintenance Center information desk receives the breakdown maintenance request;
2) the Operation and Maintenance Center information desk is served the detailed registration of worker's list in O﹠M worker single system;
3) the Operation and Maintenance Center information desk divides in O﹠M worker single system according to breakdown maintenance dissimilar and tasks corresponding O﹠M personnel and handle this fault, and O﹠M worker single system has stored information such as O﹠M personnel's name, contact method;
4) after O﹠M worker single dispatch was given corresponding O﹠M personnel, O﹠M worker single system can be by the short message interface center with the O﹠M worker singly numbers, summary infos such as breakdown maintenance description, the single access links of O﹠M worker address are sent to the O﹠M personnel by note mobile terminal device;
5) after mobile terminal device receives note, can be by clicking the chained address visit O﹠M worker single system that comprises in the visit note, this operation will be by HTTP on-link mode (OLM) visit O﹠M worker single system, and the link parameter comprises the O﹠M worker singly numbers, and implicit parameter is for being mobile terminal equipment to identify;
6) O﹠M worker single system is by the WEB server parses during to the request of mobile terminal device, obtains the corresponding information of O﹠M worker list and to be fit to the mobile terminal device page displayed returns to the O﹠M personnel by the WEB server mobile terminal device by page controller to professional control centre;
7) the O﹠M worker single system page is clicked and is signed for button on mobile terminal device, shows formally to accept this O﹠M worker list, and the Operation and Maintenance Center information desk will view the single treatment state that has been in of this O﹠M worker;
8) processing of fault and reparation;
9) link of clicking the O﹠M worker single system in the note on mobile terminal device is logined O﹠M worker single system and is filled in failure cause and information such as solution, submits to the single information of O﹠M worker to the Operation and Maintenance Center information desk then;
10) the Operation and Maintenance Center information desk confirms according to the fault solution of submitting to whether fault solves, and notifies the client by short message mode.
Using the device of said method is made up of mobile terminal device, sms center module, WEB server module, page controller module, message control module and data center.When the Operation and Maintenance Center information desk is received maintenance call, its operation principle is as shown in Figure 2: the Operation and Maintenance Center information desk is registered the O﹠M worker in O﹠M worker single system single, according in the single list of O﹠M worker, choosing corresponding O﹠M personnel after the described breakdown maintenance information of client, and the details of O﹠M worker list are persisted to data center by professional control centre, can call sms center by short message interface simultaneously and send note to O﹠M personnel's mobile terminal device.When the O﹠M personnel receive the note that sends from O﹠M worker single system, during by the O﹠M worker single system link in the click note, will send request to the WEB server of the single platform of O﹠M worker in the mode of HTTP, the parameter of this link will comprise the O﹠M worker and singly number, is the link identification that mobile terminal device is initiated.The WEB server is when receiving the HTTP request, the details of this O﹠M worker list will at first be obtained from professional control centre according to the single numbering of O﹠M worker, then according to be mobile terminal identification return be fit to mobile terminal device the page to the WEB server, the WEB server will be mounted with the webpage representation of the single details of worker to O﹠M personnel's mobile terminal device.It is single that the O﹠M personnel confirm to accept this worker by the action button of clicking the page, request instruction will be sent on the WEB server by the HTTP mode, and will receive information by page control centre and be sent to professional control centre, at last with the information persistence to data center.Operation and Maintenance Center information desk personnel will be by PC end visit WEB server, this request is by the HTTP mode, the link parameter comprises the O﹠M worker and singly numbers, is that the PC end is initiated access identities information, the WEB server will be obtained the details of this O﹠M worker list according to the single numbering of O﹠M worker after receiving request from professional control centre, and the PC end page face that will be mounted with the single information of O﹠M worker represents PC end to Operation and Maintenance Center information desk personnel by the WEB server, and Operation and Maintenance Center information desk personnel will view the up-to-date progress and the state of this O﹠M worker list like this.
As mentioned above, described that the client initiates that breakdown maintenance request, Operation and Maintenance Center information desk personnel registration are distributed, the O﹠M personnel accept to implement and feedback, Operation and Maintenance Center information desk personnel according to the enforcement solution and the client of feedback pay a return visit, that the client confirms whether breakdown maintenance solves, Operation and Maintenance Center information desk personnel close this O﹠M worker is single.
In sum, compare with conventional method, the inventive method advantage is: the execution cycle that shortens worker's list the first, greatly: rely on mobile means, processing procedure, the state of worker's list carried out real-time, interactive, monitoring, improve the execution and the feedback speed of worker's list greatly.The feedback time of finishing of worker's list is shortened.The second, improve field personnel O﹠M personnel's field management level: finish process management means such as timely feedback by task real-time informing, task to the Field Force, improve on-the-spot field force's operating efficiency, accuracy rate, field management is become in control, easily control, controlled.
Description of drawings
The present invention will illustrate by example and with reference to the mode of accompanying drawing, wherein:
Fig. 1 is the schematic flow diagram of the inventive method.
Fig. 2 is the portable terminal worker schematic diagram of singly dealing with the work.
Fig. 3, Fig. 4, Fig. 5 are examples of implementation of the inventive method.
Embodiment
Disclosed all features in this specification, or the step in disclosed all methods or the process except mutually exclusive feature and/or step, all can make up by any way.
Disclosed arbitrary feature in this specification (comprising any accessory claim, summary and accompanying drawing) is unless special narration all can be replaced by other equivalences or the alternative features with similar purpose.That is, unless special narration, each feature is an example in a series of equivalences or the similar characteristics.
Embodiment 1
The present invention is described further below in conjunction with accompanying drawing 3, Fig. 4, Fig. 5.
As shown in Figure 3, portable terminal reception O﹠M worker single-pass knows that the note step is as follows: 1) the Operation and Maintenance Center information desk is received the breakdown maintenance request;
2) the Operation and Maintenance Center information desk is served the detailed registration of worker's list in O﹠M worker single system; Register information comprises, fault summary, failure-description, fault raiser, contact method, time of failure, troubleshooting priority level, fault type.
3) the Operation and Maintenance Center information desk divides in O﹠M worker single system according to breakdown maintenance dissimilar and tasks corresponding O﹠M personnel and handle this fault, and O﹠M worker single system has stored information such as O﹠M personnel's name, contact method;
4) after O﹠M worker single dispatch is given corresponding O﹠M personnel, O﹠M worker single system can by the short message interface center with the O﹠M worker singly number, summary infos such as breakdown maintenance description, the single access links of O﹠M worker address are sent to mobile terminal device by note; The notifying messages form:
As shown in Figure 4, the single treatment step of mobile terminal accessing O﹠M worker is as follows:
1) after mobile terminal device receives note, can be by clicking the chained address visit O﹠M worker single system that comprises in the visit note, this operation will be by HTTP on-link mode (OLM) visit O﹠M worker single system, and the link parameter comprises the O﹠M worker singly numbers, and implicit parameter is for being mobile terminal equipment to identify;
Link form: http: //＜IP of O﹠M system 〉:＜port numbers 〉/MOBILE.action? ticket=＜worker's odd numbers 〉.
2) O﹠M worker single system is by the WEB server parses during to the request of O﹠M personnel's mobile terminal device, obtains the corresponding information of O﹠M worker list and to be fit to the mobile terminal device page displayed returns to the O﹠M personnel by the WEB server mobile terminal device by page controller to professional control centre;
3) the O﹠M worker single system page that has access on mobile terminal device is clicked and is signed for button, shows formally to accept this O﹠M worker list, and Operation and Maintenance Center information desk personnel will view the up-to-date situation of this O﹠M worker list;
As shown in Figure 5, it is as follows that portable terminal submission failure cause and the fault scheme of determining arrives the single treatment step of O﹠M worker:
1) troubleshooting and reparation;
2) link of clicking the O﹠M worker single system in the note on the O﹠M portable terminal is logined O﹠M worker single system and is filled in failure cause and information such as solution, submits to the single information of O﹠M worker to the Operation and Maintenance Center information desk then;
3) the Operation and Maintenance Center information desk confirms according to the fault solution of submitting to whether fault solves, and notifies the client by short message mode.
The present invention is not limited to aforesaid embodiment.The present invention expands to any new feature or any new combination that discloses in this manual, and the arbitrary new method that discloses or step or any new combination of process.
Claims (10)
1. processing method based on portable terminal O﹠M worker list, it is characterized in that this method may further comprise the steps: 1) the Operation and Maintenance Center information desk is received the breakdown maintenance application; 2) Operation and Maintenance Center information desk register error service request; 3) O﹠M service centre information desk is created fault ticket and is determined to provide the O﹠M engineer of this service according to fault type; 4) O﹠M service centre information desk is by sending short message mode notice O﹠M portable terminal 5) the O﹠M portable terminal receives notifying messages; 6) on the O﹠M portable terminal, open worker's single-page by worker's singular link of clicking notifying messages; 7) the click affirmation is accepted button and is accepted worker's list in O﹠M portable terminal worker single-page; 8) troubleshooting; 9) opening worker's single-page by worker's singular link of clicking note on the O﹠M portable terminal fills in failure cause and solution and submits to the worker singly to arrive the Operation and Maintenance Center information desk; 10) the Operation and Maintenance Center information desk confirms according to the fault solution of submitting to whether fault solves, and notifies the client by short message mode.
2. device of using the processing method based on portable terminal O﹠M worker list as claimed in claim 1, it is characterized in that: mobile terminal device is visited this O﹠M worker single system by the web mode.
3. device according to claim 2 is characterized in that: mobile terminal device is finished in conjunction with O﹠M worker single system by short message mode.
4. device according to claim 2 is characterized in that: O﹠M worker single system is to assign O﹠M worker single-pass to O﹠M engineer's the mobile terminal device and know by sending note.
5. device according to claim 2 is characterized in that: the single access links of the worker in the note visits O﹠M worker single system on the mobile terminal device by clicking on the O﹠M portable terminal.
6. according to claim 2 or 5 described devices, it is characterized in that, further comprise: mobile terminal device is to send the single solicited message of O﹠M worker to O﹠M worker single system by the http mode, and O﹠M worker single system is determined the page display type and the information content and returned response page to mobile terminal device according to the single ID of terminal type, worker of the request of submitting to.
7. device according to claim 6 is characterized in that: action buttons such as the acceptance of the O﹠M worker single-page that shows by click on the O﹠M portable terminal, submission are carried out the flow process control circulation of O﹠M worker list.
8. device according to claim 7 is characterized in that: click the acceptance that action button is carried out O﹠M worker list of accepting of O﹠M worker single system on the O﹠M portable terminal by mobile terminal device.
9. device according to claim 7 is characterized in that, further comprises: on the O﹠M portable terminal failure cause and solution are sent in the O﹠M worker single system.
10. device according to claim 3 is characterized in that, O﹠M service centre notifies single result of client worker and treatment state by short message mode.
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| Application Number | Priority Date | Filing Date | Title |
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| CN 201110075597 CN102202085A (en) | 2011-03-28 | 2011-03-28 | Method and device for processing operation/maintenance work orders based on mobile terminal |
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| CN 201110075597 CN102202085A (en) | 2011-03-28 | 2011-03-28 | Method and device for processing operation/maintenance work orders based on mobile terminal |
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Cited By (17)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102496088A (en) * | 2011-12-14 | 2012-06-13 | 河北省电力公司通信中心 | Method for improving executive force of power communication overhaul core flow |
| CN102842073A (en) * | 2012-08-13 | 2012-12-26 | 浪潮齐鲁软件产业有限公司 | Operation and maintenance management system |
| CN103248516A (en) * | 2013-03-21 | 2013-08-14 | 嘉篁企业股份有限公司 | Bidirectional flow for abnormal notification |
| CN103490917A (en) * | 2012-06-13 | 2014-01-01 | 腾讯科技（深圳）有限公司 | Method and device for detecting fault processing conditions |
| CN104009859A (en) * | 2013-02-26 | 2014-08-27 | 成都勤智数码科技股份有限公司 | Operation work order automatic processing method based on monitoring information |
| CN104217291A (en) * | 2014-09-02 | 2014-12-17 | 中国软件与技术服务股份有限公司 | Event management method based on remote diagnosis environment |
| CN104486673A (en) * | 2014-12-15 | 2015-04-01 | 四川长虹电器股份有限公司 | Fault handling platform system and fault handling method |
| CN105894203A (en) * | 2016-03-31 | 2016-08-24 | 国网北京市电力公司 | Work order processing method and work order processing device |
| CN106570659A (en) * | 2016-11-17 | 2017-04-19 | 交控科技股份有限公司 | Asset equipment management method and system |
| CN106710200A (en) * | 2016-12-19 | 2017-05-24 | 东软集团股份有限公司 | Method and device for treating traffic accidents |
| CN106815648A (en) * | 2017-01-17 | 2017-06-09 | 成都飞机工业（集团）有限责任公司 | A kind of method of the intelligent Service platform based on best practices |
| CN106886952A (en) * | 2017-03-23 | 2017-06-23 | 国网山东省电力公司夏津县供电公司 | The job management method of special transformer acquisition terminal, apparatus and system |
| CN107016527A (en) * | 2017-04-10 | 2017-08-04 | 深圳第线通信有限公司 | A kind of workform management method for being used to support customer service |
| CN109242276A (en) * | 2018-08-21 | 2019-01-18 | 国网江苏省电力有限公司泰州供电分公司 | Logistics equipment malfunction monitoring operation management system |
| CN109416779A (en) * | 2016-07-11 | 2019-03-01 | 西门子瑞士有限公司 | For run workform management system method and corresponding workform management system |
| CN111124623A (en) * | 2019-11-27 | 2020-05-08 | 中盈优创资讯科技有限公司 | Task processing method and device for electronic operation and maintenance system |
| CN112884172A (en) * | 2021-01-27 | 2021-06-01 | 西安合智宇信息科技有限公司 | Cross-region scheduling method and system for coal mine operation and maintenance resources |
-
2011
- 2011-03-28 CN CN 201110075597 patent/CN102202085A/en active Pending
Cited By (19)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102496088A (en) * | 2011-12-14 | 2012-06-13 | 河北省电力公司通信中心 | Method for improving executive force of power communication overhaul core flow |
| CN103490917A (en) * | 2012-06-13 | 2014-01-01 | 腾讯科技（深圳）有限公司 | Method and device for detecting fault processing conditions |
| CN103490917B (en) * | 2012-06-13 | 2016-04-13 | 腾讯科技（深圳）有限公司 | The detection method of troubleshooting situation and device |
| CN102842073A (en) * | 2012-08-13 | 2012-12-26 | 浪潮齐鲁软件产业有限公司 | Operation and maintenance management system |
| CN104009859A (en) * | 2013-02-26 | 2014-08-27 | 成都勤智数码科技股份有限公司 | Operation work order automatic processing method based on monitoring information |
| CN103248516A (en) * | 2013-03-21 | 2013-08-14 | 嘉篁企业股份有限公司 | Bidirectional flow for abnormal notification |
| CN104217291A (en) * | 2014-09-02 | 2014-12-17 | 中国软件与技术服务股份有限公司 | Event management method based on remote diagnosis environment |
| CN104486673A (en) * | 2014-12-15 | 2015-04-01 | 四川长虹电器股份有限公司 | Fault handling platform system and fault handling method |
| CN105894203A (en) * | 2016-03-31 | 2016-08-24 | 国网北京市电力公司 | Work order processing method and work order processing device |
| CN109416779A (en) * | 2016-07-11 | 2019-03-01 | 西门子瑞士有限公司 | For run workform management system method and corresponding workform management system |
| CN106570659A (en) * | 2016-11-17 | 2017-04-19 | 交控科技股份有限公司 | Asset equipment management method and system |
| CN106710200A (en) * | 2016-12-19 | 2017-05-24 | 东软集团股份有限公司 | Method and device for treating traffic accidents |
| CN106815648A (en) * | 2017-01-17 | 2017-06-09 | 成都飞机工业（集团）有限责任公司 | A kind of method of the intelligent Service platform based on best practices |
| CN106886952A (en) * | 2017-03-23 | 2017-06-23 | 国网山东省电力公司夏津县供电公司 | The job management method of special transformer acquisition terminal, apparatus and system |
| CN107016527A (en) * | 2017-04-10 | 2017-08-04 | 深圳第线通信有限公司 | A kind of workform management method for being used to support customer service |
| CN109242276A (en) * | 2018-08-21 | 2019-01-18 | 国网江苏省电力有限公司泰州供电分公司 | Logistics equipment malfunction monitoring operation management system |
| CN109242276B (en) * | 2018-08-21 | 2022-02-01 | 国网江苏省电力有限公司泰州供电分公司 | Logistics equipment fault monitoring operation and maintenance management system |
| CN111124623A (en) * | 2019-11-27 | 2020-05-08 | 中盈优创资讯科技有限公司 | Task processing method and device for electronic operation and maintenance system |
| CN112884172A (en) * | 2021-01-27 | 2021-06-01 | 西安合智宇信息科技有限公司 | Cross-region scheduling method and system for coal mine operation and maintenance resources |
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Application publication date: 20110928 |