CN103793285A - Method and platform server for processing online anomalies - Google Patents
Method and platform server for processing online anomalies Download PDFInfo
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- CN103793285A CN103793285A CN201210421159.1A CN201210421159A CN103793285A CN 103793285 A CN103793285 A CN 103793285A CN 201210421159 A CN201210421159 A CN 201210421159A CN 103793285 A CN103793285 A CN 103793285A
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Abstract
The invention provides a method for processing online anomalies. The method comprises receiving error basic characteristic information sent by programs after anomalies occur; extracting field values from the error basic characteristic information and using the field values to form anomaly characteristics; matching the anomaly characteristics with anomaly characteristics in a preset record bank, and sending links of solutions corresponding to the matched anomaly characteristics in the record bank to first users. The invention further provides a platform server for processing online anomalies. By means of the method and the platform server, targeted solutions are provided directed at current anomalies of the programs timely.
Description
[technical field]
The present invention relates to the measuring technology of internet arena, relate in particular to a kind of method abnormal on line and Platform Server processed.
[background technology]
At present, when user's service routine, if there is extremely, conventionally there are two kinds of methods to carry out the abnormal of handling procedure appearance.A kind of method is that program generates the mailbox of feedback packet to product manager, if product manager can solve this program exception, directly reply solution, if can not solve this program exception, feedback packet is transmitted to technician, provides solution by technician.Another kind method is after program occurs extremely, helpdesk provides a link to user, this link is an entirety link that helps the page, click after this link, user searches similar abnormal and solution on helpdesk, helpdesk is normally made up of static page, and user can only search or input key word search by class, is all the form of the question and answer of Common Abnormity substantially.
There is following defect in the abnormal solution of above-mentioned handling procedure:
For first method, user receives that the time of reply is long, therefore cannot effectively be helped in time fast, and user experiences poor, and in the time that handling procedure is abnormal, will expend more manpower and materials, and the treatment effeciency of program exception is lower; In addition, the program exception experience of processing cannot accumulate, and same extremely needs technician's re-treatment, causes the wasting of resources.
For first scheme, the limited amount of solution for reference, when user is in the time that helpdesk is searched solution, occur after same program exception for different user, may see the same abnormal presentation, but abnormal essential user also do not know, the solution with the program exception of same presentation is different, and it is abnormal that the solution that therefore user searches often can not settlement procedure occurs; The cost of follow-up maintenance helpdesk is larger, thereby causes not having for a long time the renewal of solution; In addition, in this method, the passive reception of helpdesk user searches, thereby cannot be by abnormal solution active push to user, is difficult to that settlement procedure is abnormal timely and effectively, and treatment effeciency is lower.
[summary of the invention]
The invention provides a kind of method abnormal on line and Platform Server processed, in time for the current solution targetedly that extremely provides of program.
Concrete technical scheme of the present invention is as follows:
According to one preferred embodiment of the present invention, a kind ofly process method abnormal on line, comprising:
There is the wrong basic feature information of abnormal rear transmission in reception program;
Extract field value from described wrong basic feature information, and utilize described field value composition off-note;
Described off-note is mated with the default off-note recording in storehouse, will send to first user in the link of recording the solution that the off-note that matches in storehouse is corresponding.
In said method, described described off-note is mated with the default off-note recording in storehouse, is specially:
According to the off-note of composition, search and whether have identical off-note recording in storehouse, if had, described identical off-note is as the off-note matching; If do not had, calculate the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, and the similarity between the off-note calculating is carried out to descending sequence, the off-note of the program exception of similarity maximum is as the off-note matching.
In said method, the method for calculating the similarity of two off-notes is:
Calculate the editing distance L of two off-notes, required minimum editing operation number of times when described editing distance L equals to convert an off-note to another off-note between two off-notes;
Compare the string length of two off-notes, obtain the string length M of the off-note of string length maximum;
The editing distance L that utilization obtains and string length M calculate similarity, and described similarity equals (1-L/M) * 100%.
In said method, the method also comprises:
The feedback packet of the program exception that reception program sends after feedback button is triggered by first user;
Information in described feedback packet is sent to the second user, and receive the solution of described the second user according to input information in described feedback packet;
The link of the solution of input is saved in to the described storehouse of recording, and the link of the solution of described input is sent to first user.
In said method, described feedback packet comprises: the log information of the program exception of obtaining in advance, the field data, feedback information and the program version information of first user input that obtain in advance.
In said method, obtain in advance the log information of program exception or the method for field data is: program is obtained log information or the field data of program exception from move the journal file the data directory of equipment of described program.
In said method, the described field data obtaining in advance comprises: network interaction daily record, operating system environment information and service data.
In said method, the described link by the solution of input is saved in the described storehouse of recording, and is specially:
The information of carrying from feedback packet, extract field value, and utilize the field value composition off-note extracting;
In the link of the solution of the default described off-note that adds composition in recording storehouse and corresponding second user's input.
Process a Platform Server abnormal on line, comprising:
Interactive module, the wrong basic feature information for reception program in the abnormal rear transmission of appearance;
Processing module, for extracting field value from described wrong basic feature information, and utilizes described field value composition off-note;
Matching module, for mating described off-note with the default off-note that records storehouse;
Sending module, for sending to first user in the link of recording the solution that off-note that storehouse matches is corresponding.
In above-mentioned Platform Server, described described off-note is mated with the default off-note recording in storehouse, is specially:
According to the off-note of composition, search and whether have identical off-note recording in storehouse, if had, described identical off-note is as the off-note matching; If do not had, calculate the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, and the similarity between the off-note calculating is carried out to descending sequence, the off-note of the program exception of similarity maximum is as the off-note matching.
In above-mentioned Platform Server, calculate the similarity of two off-notes, be specially:
Calculate the editing distance L of two off-notes, required minimum editing operation number of times when described editing distance L equals to convert an off-note to another off-note between two off-notes;
Compare the string length of two off-notes, obtain the string length M of the off-note of string length maximum;
The editing distance L that utilization obtains and string length M calculate similarity, and described similarity equals (1-L/M) * 100%.
In above-mentioned Platform Server, this Platform Server also comprises: update module;
Described interactive module, the feedback packet of the program exception also sending after feedback button is triggered by first user for reception program;
Described interactive module, also for described feedback packet information is sent to the second user, and receives the solution of described the second user according to input information in described feedback packet;
Described update module, for being saved in the link of the solution of input in the described storehouse of recording;
Described sending module, also for sending to first user by the link of the solution of described input.
In above-mentioned Platform Server, described feedback packet comprises: the log information of the program exception of obtaining in advance, the field data, feedback information and the program version information of first user input that obtain in advance.
In above-mentioned Platform Server, obtain in advance log information or the field data of program exception, be specially: program is obtained log information or the field data of program exception from move the journal file the data directory of equipment of described program.
In above-mentioned Platform Server, the described field data obtaining in advance comprises: network interaction daily record, operating system environment information and service data.
In above-mentioned Platform Server, the link of the solution of input is saved in the described storehouse of recording by described update module, is specially:
The information of carrying from feedback packet, extract field value, and utilize the field value composition off-note extracting;
In the link of the solution of the default described off-note that adds composition in recording storehouse and corresponding second user's input.
As can be seen from the above technical solutions, provided by the invention have a following beneficial effect:
For the abnormal wrong basic feature information of present procedure, initiatively corresponding solution is offered to user, rather than the help page is offered to user, search solution by user oneself, therefore, can, in time for the current solution targetedly that extremely provides of program, improve the treatment effeciency of program exception.
[accompanying drawing explanation]
Fig. 1 is the schematic flow sheet that the present invention realizes the preferred embodiment of processing method abnormal on line;
Fig. 2 is the structural representation that the present invention processes the preferred embodiment of Platform Server abnormal on line.
[embodiment]
Basic thought of the present invention is: the wrong basic feature information of abnormal rear transmission is appearring in reception program; Extract field value from described wrong basic feature information, and utilize described field value composition off-note; Described off-note is mated with the default off-note recording in storehouse, will send to first user in the link of recording the solution that the off-note that matches in storehouse is corresponding.
In order to make the object, technical solutions and advantages of the present invention clearer, describe the present invention below in conjunction with the drawings and specific embodiments.
The invention provides a kind of method abnormal on line of processing, Fig. 1 is the schematic flow sheet that the present invention realizes the preferred embodiment of processing method abnormal on line, and as shown in Figure 1, the preferred embodiment comprises the following steps:
Concrete, program occur abnormal after, program will be obtained the log information of program exception automatically from move the journal file the data directory of equipment of this program; The log information of this program exception comprises: abnormal title, abnormal type, the abnormal position occurring, the abnormal concrete function occurring etc.; Program sends to Platform Server using the log information of program exception and program version information as wrong basic feature information.
For example, the daily record of the program exception in journal file is as follows:
[D]:10/22/2012
16:33:54|[L]: Error|[T]: 12|[M]:: BaiduEditor.SEMObjects.SEMObjectOnlineServiceException:8 206_code session id is expired, please wait a moment retry.BaiduEditor.PhoenixManagementObjects.OnlineService.ErrorUtil.CheckResHeaderAndThrowDetail(SEMObjectBase?account,Int64[]campaignIds,ResHeader?rh)；BaiduEditor.PhoenixManagementObjects.OnlineService.AccountServiceEncap.SendAllObjectsRequest(Int64[]campaignIds,Boolean?includeQuality,BooleanincludeTemp,Int32?format)
Program is collected following information from the daily record of this program exception:
Abnormal type: SEMObjectOnlineServiceException; Abnormal title: 8206code session id is expired, please wait a moment retry; The abnormal concrete function occurring: CheckResHeaderAndThrowDetail.
Concrete, the field name of each information in configuration error basic feature information in Platform Server in advance, when Platform Server is received from program wrong basic feature information, according to default field name, in this mistake basic feature information, search identical field name, then extract field value corresponding to field name finding, thereby obtain the field value of all information in wrong basic feature information; The field value extracting comprises: abnormal title, abnormal type, the abnormal position occurring, abnormal concrete function and program version information etc.; The field value composition off-note that Platform Server utilization is extracted, owing to being made up of field value, therefore this off-note essence is a character string; Here, Platform Server can, according to the composition order of user preset, combine all field values that extract, and for example, default built-up sequence can be sequencing, the length of field value etc. of extracting; In this preferred embodiment, off-note is for characterizing the program exception occurring, as the unique identification of program exception.For example, in advance at Platform Server configuration field name BaiduEditor Version, receive after wrong basic feature information, find program version information BaiduEditor Version:3.2.0.14 according to field name, Platform Server can extract the field value 3.2.0.14 of this information, and 3.2.0.14 will be used for forming off-note.
Platform Server is according to the off-note of composition, recording in storehouse to search whether there is identical off-note; Wherein, the described storehouse of recording can set in advance in the database of Platform Server, user can arrange entry, then the link of the off-note of the program exception occurring and corresponding solution is written in entry, many composition is recorded storehouse by entry, and this records linking for the abnormal off-note of save routine and corresponding solution of storehouse; If record the existence off-note identical with the off-note of the current composition of Platform Server in storehouse, the link of this identical corresponding solution of off-note returned to program as matching result.
If recorded in storehouse less than the off-note identical with the off-note of the current composition of Platform Server, Platform Server calculates the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, then the similarity between the off-note calculating is carried out to descending sequence, the wherein off-note of the program exception of similarity maximum, using as the off-note the most similar to the off-note of current composition, the link of the solution corresponding off-note of similarity maximum is returned to program as matching result.
Wherein, the method of calculating the similarity of two off-notes is: first, calculate the editing distance L of two off-notes, required minimum editing operation number of times when editing distance L equals to convert an off-note to another off-note between two off-notes, wherein, editing operation can be for becoming a character replacement in off-note another character, insert a character in off-note or delete a character; Then, compare the string length of two off-notes, obtain the off-note of string length maximum, the string length of establishing this off-note is M; Finally, utilize the editing distance L and the string length M that obtain to calculate similarity, similarity equals (1-L/M) * 100%.
The link of the solution of receiving from Platform Server is shown to first user by program, and first user can clickthrough, and the page providing at Platform Server is checked concrete solution in detail; In this preferred embodiment, described first user refers to the user of service routine on equipment.
In this preferred embodiment, in the time of solution that the dissatisfied Platform Server of first user provides, the method is further comprising the steps of:
Concrete, first user is being clicked the link of solution and is checking after solution, if dissatisfied this solution, represent that the solution providing does not have the abnormal of settlement procedure appearance, therefore first user can trigger in the feedback button that occurs providing after abnormal, so, program can be received the feedback of first user about solution, then program display input page, first user can be in input page input feedback information, this feedback information comprises: the source of feedback information, the contact method of first user, the influence degree of program exception, the detailed description of program exception etc.
Program is received after the feedback information of first user, in the journal file of the data directory of the equipment of current operation, obtain the field data of program, this field data comprises network interaction daily record, operating system environment information, service data etc., the method that program is obtained field data is obtained the method for the log information of program exception with step 101 Program, program is according to feedback information, the abnormal feedback packet of program version information generator program of the log information of program exception, the field data obtaining, first user; This feedback packet is sent to Platform Server by program; Here, the log information of described program exception is the log information of the program exception in step 101.
Concrete, Platform Server, from program is received feedback packet, is resolved this feedback packet, obtains the log information of program exception, the field data obtaining, the feedback information of first user, program version information; Because first user is dissatisfied to the solution having provided, represent to record the solution that can provide has not been provided in storehouse, therefore, the information that Platform Server obtains parsing is shown to the second user, and this second user is the abnormal technician of settlement procedure.
The second user, according to the information showing, investigates program exception, and provides solution, and solution is input to the input page that Platform Server provides; Wherein, the solution of input comprises: investigation result, off-note information, diagnostic result, concrete disposal route etc.; Platform Server receives the solution of the second user input, then this solution is kept in database, and the link of this solution is returned to program, by program display to first user.
Meanwhile, configure in advance the field name of each information in feedback packet in Platform Server, Platform Server, from resolving the field name that obtains searching information configuration, extracts corresponding field value, and utilizes the field value composition off-note extracting; Here, identical with the method in step 102 according to the method for information composition off-note in feedback packet, according to the built-up sequence arranging, the field value extracting is combined, generate off-note; The mark that can be in advance at Platform Server data basic feature information be set and the mark of corresponding field name and feedback packet and corresponding field name, so, Platform Server can be judged data basic feature information or feedback packet according to mark, thereby find corresponding field name according to judged result, thereby obtain field value; Platform Server adds a record default in recording storehouse, this record is used for the link of the solution of second user's input of storing this off-note and correspondence, thereby make this record can be used as the foundation of the follow-up record of searching coupling of Platform Server, automatically record upgrading in time of storehouse.
For realizing said method, the present invention also provides a kind of Platform Server abnormal on line of processing, and Fig. 2 is the structural representation that the present invention processes the preferred embodiment of Platform Server abnormal on line, and as shown in Figure 2, this Platform Server comprises:
Sending module 23, for sending to first user in the link of recording the solution that off-note that storehouse matches is corresponding.
Wherein, described matching module 22 mates described off-note with the default off-note recording in storehouse, be specially: according to the off-note of composition, recording in storehouse to search whether there is identical off-note, if had, described identical off-note is as the off-note matching; If do not had, calculate the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, and the similarity between the off-note calculating is carried out to descending sequence, the off-note of the program exception of similarity maximum is as the off-note matching.
Wherein, calculate the similarity of two off-notes, be specially: calculate the editing distance L of two off-notes, required minimum editing operation number of times when described editing distance L equals to convert an off-note to another off-note between two off-notes; Compare the string length of two off-notes, obtain the string length M of the off-note of string length maximum; The editing distance L that utilization obtains and string length M calculate similarity, and described similarity equals (1-L/M) * 100%.
In addition, this Platform Server can also comprise: update module 24;
Described interactive module 20, the feedback packet of the program exception also sending after feedback button is triggered by first user for reception program;
Described interactive module 20, also for described feedback packet information is sent to the second user, and receives the solution of described the second user according to input information in described feedback packet;
Described update module 24, for being saved in the link of the solution of input in the described storehouse of recording;
Described sending module 23, also for sending to first user by the link of the solution of described input.
Wherein, described feedback packet comprises: the log information of the program exception of obtaining in advance, the field data, feedback information and the program version information of first user input that obtain in advance.The described field data obtaining in advance comprises: network interaction daily record, operating system environment information and service data.
Wherein, obtain in advance log information or the field data of program exception, be specially: program is obtained log information or the field data of program exception from move the journal file the data directory of equipment of described program.
Wherein, the link of the solution of input is saved in the described storehouse of recording by described update module 24, is specially: the information of carrying from feedback packet, extract field value, and utilize the field value composition off-note extracting; In the link of the solution of the default described off-note that adds composition in recording storehouse and corresponding second user's input.
In technique scheme of the present invention, for the abnormal wrong basic feature information of present procedure, initiatively corresponding solution is offered to user, rather than the help page is offered to user, search solution by user oneself, therefore, can, in time for the current solution targetedly that extremely provides of program, improve the treatment effeciency of program exception.
In the time of the dissatisfied solution providing of user, can trigger Platform Server other solutions are further provided, Platform Server is providing after solution, recording the record that increases this solution in storehouse, the foundation of solution is provided after the record of increase can be used as, thereby improves the treatment effeciency of program exception, and the processing experience of program exception is accumulated, use manpower and material resources sparingly, reduce the cost of follow-up maintenance, keep upgrading in time of solution.
The foregoing is only preferred embodiment of the present invention, in order to limit the present invention, within the spirit and principles in the present invention not all, any modification of making, be equal to replacement, improvement etc., within all should being included in the scope of protection of the invention.
Claims (16)
1. process a method abnormal on line, it is characterized in that, the method comprises:
There is the wrong basic feature information of abnormal rear transmission in reception program;
Extract field value from described wrong basic feature information, and utilize described field value composition off-note;
Described off-note is mated with the default off-note recording in storehouse, will send to first user in the link of recording the solution that the off-note that matches in storehouse is corresponding.
2. method according to claim 1, is characterized in that, described described off-note is mated with the default off-note recording in storehouse, is specially:
According to the off-note of composition, search and whether have identical off-note recording in storehouse, if had, described identical off-note is as the off-note matching; If do not had, calculate the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, and the similarity between the off-note calculating is carried out to descending sequence, the off-note of the program exception of similarity maximum is as the off-note matching.
3. method according to claim 2, is characterized in that, the method for calculating the similarity of two off-notes is:
Calculate the editing distance L of two off-notes, required minimum editing operation number of times when described editing distance L equals to convert an off-note to another off-note between two off-notes;
Compare the string length of two off-notes, obtain the string length M of the off-note of string length maximum;
The editing distance L that utilization obtains and string length M calculate similarity, and described similarity equals (1-L/M) * 100%.
4. method according to claim 1, is characterized in that, the method also comprises:
The feedback packet of the program exception that reception program sends after feedback button is triggered by first user;
Information in described feedback packet is sent to the second user, and receive the solution of described the second user according to input information in described feedback packet;
The link of the solution of input is saved in to the described storehouse of recording, and the link of the solution of described input is sent to first user.
5. method according to claim 4, is characterized in that, described feedback packet comprises: the log information of the program exception of obtaining in advance, the field data, feedback information and the program version information of first user input that obtain in advance.
6. method according to claim 5, it is characterized in that, obtain in advance the log information of program exception or the method for field data is: program is obtained log information or the field data of program exception from move the journal file the data directory of equipment of described program.
7. method according to claim 5, is characterized in that, the described field data obtaining in advance comprises: network interaction daily record, operating system environment information and service data.
8. method according to claim 4, is characterized in that, the described link by the solution of input is saved in the described storehouse of recording, and is specially:
The information of carrying from feedback packet, extract field value, and utilize the field value composition off-note extracting;
In the link of the solution of the default described off-note that adds composition in recording storehouse and corresponding second user's input.
9. process a Platform Server abnormal on line, it is characterized in that, this Platform Server comprises:
Interactive module, the wrong basic feature information for reception program in the abnormal rear transmission of appearance;
Processing module, for extracting field value from described wrong basic feature information, and utilizes described field value composition off-note;
Matching module, for mating described off-note with the default off-note that records storehouse;
Sending module, for sending to first user in the link of recording the solution that off-note that storehouse matches is corresponding.
10. Platform Server according to claim 9, is characterized in that, described described off-note is mated with the default off-note recording in storehouse, is specially:
According to the off-note of composition, search and whether have identical off-note recording in storehouse, if had, described identical off-note is as the off-note matching; If do not had, calculate the similarity that records the off-note of each program exception and the off-note of current composition in storehouse, and the similarity between the off-note calculating is carried out to descending sequence, the off-note of the program exception of similarity maximum is as the off-note matching.
11. Platform Servers according to claim 10, is characterized in that, calculate the similarity of two off-notes, are specially:
Calculate the editing distance L of two off-notes, required minimum editing operation number of times when described editing distance L equals to convert an off-note to another off-note between two off-notes;
Compare the string length of two off-notes, obtain the string length M of the off-note of string length maximum;
The editing distance L that utilization obtains and string length M calculate similarity, and described similarity equals (1-L/M) * 100%.
12. Platform Servers according to claim 9, is characterized in that, this Platform Server also comprises: update module;
Described interactive module, the feedback packet of the program exception also sending after feedback button is triggered by first user for reception program;
Described interactive module, also for described feedback packet information is sent to the second user, and receives the solution of described the second user according to input information in described feedback packet;
Described update module, for being saved in the link of the solution of input in the described storehouse of recording;
Described sending module, also for sending to first user by the link of the solution of described input.
13. Platform Servers according to claim 12, is characterized in that, described feedback packet comprises: the log information of the program exception of obtaining in advance, the field data, feedback information and the program version information of first user input that obtain in advance.
14. Platform Servers according to claim 13, it is characterized in that, the log information or the field data that obtain in advance program exception, be specially: program is obtained log information or the field data of program exception from move the journal file the data directory of equipment of described program.
15. Platform Servers according to claim 13, is characterized in that, the described field data obtaining in advance comprises: network interaction daily record, operating system environment information and service data.
16. Platform Servers according to claim 12, is characterized in that, the link of the solution of input is saved in the described storehouse of recording by described update module, is specially:
The information of carrying from feedback packet, extract field value, and utilize the field value composition off-note extracting;
In the link of the solution of the default described off-note that adds composition in recording storehouse and corresponding second user's input.
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| CN109783325A (en) * | 2018-12-14 | 2019-05-21 | 平安证券股份有限公司 | Business monitoring method, device, equipment and storage medium |
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| CN111475643A (en) * | 2020-03-08 | 2020-07-31 | 苏州浪潮智能科技有限公司 | Method and device for processing abnormal logs of data center switch and storage medium |
| CN111815273A (en) * | 2020-07-03 | 2020-10-23 | 远光软件股份有限公司 | Configuration method of document approval process, storage medium and electronic equipment |
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