CN106161079A - Fault feedback method and device - Google Patents
Fault feedback method and device Download PDFInfo
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- CN106161079A CN106161079A CN201510208972.4A CN201510208972A CN106161079A CN 106161079 A CN106161079 A CN 106161079A CN 201510208972 A CN201510208972 A CN 201510208972A CN 106161079 A CN106161079 A CN 106161079A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/02—Standardisation; Integration
- H04L41/0246—Exchanging or transporting network management information using the Internet; Embedding network management web servers in network elements; Web-services-based protocols
- H04L41/026—Exchanging or transporting network management information using the Internet; Embedding network management web servers in network elements; Web-services-based protocols using e-messaging for transporting management information, e.g. email, instant messaging or chat
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/02—Standardisation; Integration
- H04L41/024—Standardisation; Integration using relational databases for representation of network management data, e.g. managing via structured query language [SQL]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0677—Localisation of faults
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
- H04L41/5074—Handling of user complaints or trouble tickets
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/508—Network service management, e.g. ensuring proper service fulfilment according to agreements based on type of value added network service under agreement
- H04L41/5093—Network service management, e.g. ensuring proper service fulfilment according to agreements based on type of value added network service under agreement wherein the managed service relates to messaging or chat services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/55—Push-based network services
Abstract
The disclosure proposes a kind of fault feedback method, and described method includes: obtain the Feedback failure information that terminal is uploaded；Fault type location is carried out for described Feedback failure information based on default Mishap Database；When orienting fault type based on described Mishap Database, the troubleshooting methodology corresponding with this fault type of record in described Mishap Database is pushed to described terminal.The disclosure can provide the user more in time fault feedback more accurately at reporting of user after fault.
Description
Technical field
It relates to communication field, particularly relate to fault feedback method and device.
Background technology
Along with popularizing of the Internet, the mobile phone brand founded based on the Internet thinking gets more and more, the least
Meter Shou Ji.These mobile phone brands founded based on the Internet thinking, during mobile phone development, generally
Also some the Internet thinkings can be incorporated.Such as, mobile phone development team can collect use by the way of forum
Family is fed back, and is then based on the feedback of user, is updated product by quick iteration, such that it is able to
It is obviously improved Consumer's Experience.
Therefore, under the overall background of the Internet thinking, the feedback for user the most accurately and timely is carried out
Response, change particularly important.
Summary of the invention
For overcoming problem present in correlation technique, the disclosure provides a kind of fault feedback method and device.
First aspect according to disclosure embodiment, it is provided that a kind of fault feedback method, described method includes:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
It is optionally, described that to carry out fault based on default Mishap Database for described Feedback failure information fixed
Position includes:
Obtain the model of described terminal；
Inquire about the Mishap Database corresponding with the model of described terminal；
When inquiring the Mishap Database corresponding with the model of described terminal, the described fault that will inquire
Data base is defined as described default Mishap Database.
Optionally, described Feedback failure information includes the running log letter gathered when described terminal breaks down
Breath；Described based on default Mishap Database for described Feedback failure information carry out fault type location bag
Include:
Running log information in described Feedback failure information is pre-with described default Mishap Database
The running log information first preserved is mated；
When the running log information in described Feedback failure information with described default Mishap Database are appointed
During one running log information matches, by described default Mishap Database record with described arbitrary operation
The fault type that log information is corresponding is defined as the fault type of described terminal.
Optionally, described when orienting fault type based on described Mishap Database, by described number of faults
It is pushed to described terminal according to the solution corresponding with this fault type of record in storehouse include:
When orienting fault type based on described Mishap Database, it is judged that in described Mishap Database whether
Have recorded the troubleshooting methodology corresponding with described fault type；
If described Mishap Database have recorded the troubleshooting methodology corresponding with described fault type, will
Described troubleshooting methodology pushes and is given to described terminal；
It is out of order in type or described Mishap Database not if based on described Mishap Database no-fix
Record the troubleshooting methodology corresponding with described fault type, receive manager for described fault feedback letter
The troubleshooting methodology that breath inputs after carrying out manual analysis, the described troubleshooting methodology that will receive pushes
To described terminal.
Optionally, described method also includes:
After described troubleshooting methodology is pushed to described terminal, receive described terminal send for
During the feedback message of described troubleshooting methodology, from described feedback message, obtain key word, by default
The response message corresponding with described key word is pushed to described terminal.
Optionally, described method also includes:
Configuration cycle property according to manager described Mishap Database is updated.
Second aspect according to disclosure embodiment, it is provided that a kind of fault feedback device, described device includes:
Acquisition module, for obtaining the Feedback failure information that terminal is uploaded；
Locating module, for carrying out fault based on default Mishap Database for described Feedback failure information
Sort positioning；
Pushing module, for when orienting fault type based on described Mishap Database, by described fault
In data base, the troubleshooting methodology corresponding with this fault type of record is pushed to described terminal.
Optionally, described locating module includes:
Obtain submodule, for obtaining the model of described terminal；
Inquiry submodule, for the Mishap Database that inquiry is corresponding with the model of described terminal；
First determines submodule, is used for when inquiring the Mishap Database corresponding with the model of described terminal,
The described Mishap Database inquired is defined as described default Mishap Database.
Optionally, described Feedback failure information includes the running log letter gathered when described terminal breaks down
Breath；
Described locating module includes:
Matched sub-block, is used for the running log information in described Feedback failure information with described default
The running log information pre-saved in Mishap Database is mated；
Second determines submodule, pre-with described for the running log information in described Feedback failure information
If Mishap Database in arbitrary running log information matches time, will in described default Mishap Database remember
The fault type corresponding with described arbitrary running log information of record is defined as the fault type of described terminal.
Optionally, described pushing module includes:
Judge submodule, for when orienting fault type based on described Mishap Database, it is judged that described
Whether Mishap Database have recorded the troubleshooting methodology corresponding with described fault type；
First pushes submodule, corresponding with described fault type for have recorded in described Mishap Database
Troubleshooting methodology time, by described troubleshooting methodology push be given to described terminal；
Second pushes submodule, for being out of order type or institute based on described Mishap Database no-fix
State time Mishap Database does not records the troubleshooting methodology corresponding with described fault type, receive manager
The troubleshooting methodology inputted after carrying out manual analysis for described Feedback failure information, the institute that will receive
State troubleshooting methodology and be pushed to described terminal.
Optionally, described device also includes:
Responder module, for after described troubleshooting methodology is pushed to described terminal, receives described
Terminal send for the feedback message of described troubleshooting methodology time, obtain from described feedback message and close
Keyword, is pushed to described terminal by the default response message corresponding with described key word.
Optionally, described device also includes:
More new module, for being updated described Mishap Database of the configuration cycle property according to manager.
The third aspect according to disclosure embodiment, it is provided that a kind of fault feedback device, including:
Processor；
For storing the memorizer of processor executable；
Wherein, described processor is configured to:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
Embodiment of the disclosure that the technical scheme of offer can include following beneficial effect:
In the above example of the disclosure, the Two-way Feedback mechanism of a kind of fault is proposed, by obtaining terminal
The Feedback failure information uploaded, and carry out for described Feedback failure information based on default Mishap Database
Fault type positions；When orienting fault type based on described Mishap Database, by described fault data
In storehouse, the troubleshooting methodology corresponding with this fault type of record is pushed to described terminal, such that it is able to
After reporting of user fault, provide the user more in time fault feedback more accurately.
It should be appreciated that it is only exemplary and explanatory that above general description and details hereinafter describe
, the disclosure can not be limited.
Accompanying drawing explanation
Accompanying drawing herein is merged in description and constitutes the part of this specification, it is shown that meet these public affairs
The embodiment opened, and for explaining the principle of the disclosure together with description.
Fig. 1 is the schematic flow sheet according to a kind of fault feedback method shown in an exemplary embodiment；
Fig. 2 is the schematic flow sheet according to the another kind of fault feedback method shown in an exemplary embodiment；
Fig. 3 is the schematic block diagram according to a kind of fault feedback device shown in an exemplary embodiment；
Fig. 4 is the schematic block diagram according to the another kind of fault feedback device shown in an exemplary embodiment；
Fig. 5 is the schematic block diagram according to the another kind of fault feedback device shown in an exemplary embodiment；
Fig. 6 is the schematic block diagram according to the another kind of fault feedback device shown in an exemplary embodiment；
Fig. 7 is the schematic block diagram according to the another kind of fault feedback device shown in an exemplary embodiment；
Fig. 8 is the schematic block diagram according to the another kind of fault feedback device shown in an exemplary embodiment；
Fig. 9 is according to a kind of structure for described fault feedback device shown in an exemplary embodiment
Schematic diagram.
Detailed description of the invention
Here will illustrate exemplary embodiment in detail, its example represents in the accompanying drawings.Following
When description relates to accompanying drawing, unless otherwise indicated, the same numbers in different accompanying drawings represents same or analogous
Key element.Embodiment described in following exemplary embodiment does not represent the institute consistent with the disclosure
There is embodiment.On the contrary, they only with as appended claims describes in detail, the one of the disclosure
The example of the apparatus and method that a little aspects are consistent.
The term used in the disclosure is only merely for describing the purpose of specific embodiment, and is not intended to be limiting
The disclosure." a kind of " of singulative used in disclosure and the accompanying claims book, " institute
State " and " being somebody's turn to do " be also intended to include most form, unless context clearly shows that other implications.Also should
Work as understanding, term "and/or" used herein refer to and comprise one or more be associated list item
Any or all possible combination of purpose.
Although should be appreciated that may use term first, second, third, etc. various to describe in the disclosure
Information, but these information should not necessarily be limited by these terms.These terms only be used for by same type of information that
This distinguishes.Such as, without departing from the scope of this disclosure, the first information can also be referred to as
Two information, similarly, the second information can also be referred to as the first information.Depend on linguistic context, as in this institute
Use word " if " can be construed to " and ... time " or " when ... time " or " response
In determining ".
During traditional mobile phone development, it is common that collect anti-to product of user by modes such as forums
Feedback, developing rapidly however as smart mobile phone, when the number of mobile phone users of a brand reaches certain rule
After mould, collect user still through modes such as forums and the feedback of product can not have been met requirement.Pin
To this situation, current settling mode is, the application program of a built-in user feedback in mobile phone,
As long as user opens this application program on mobile phone, it is possible to whenever and wherever possible to developer submit to suggestion and
Feedback.
But, along with the expansion of number of mobile phone users, suggestion and the feedback of submission also certainly will get more and more, because of
This is during whole, and developer will be unable to for advising one by one and feedback replies, so that use
There is the defect of unidirectional feedback in family feedback mechanism, user is after submitting suggestion and feedback to, it is impossible to developed
The response of person, extremely affects Consumer's Experience.
Because time, the disclosure proposes a kind of fault feedback method, and the fault uploaded by acquisition terminal is anti-
Feedforward information, and carry out fault type location based on default Mishap Database for described Feedback failure information；
When orienting fault type based on described Mishap Database, by described Mishap Database record with this
The troubleshooting methodology that fault type is corresponding is pushed to described terminal, such that it is able to the fault at reporting of user
After, provide the user more in time fault feedback more accurately.
As it is shown in figure 1, Fig. 1 is according to a kind of fault feedback method shown in an exemplary embodiment, should
Fault feedback method is used for service end, comprises the following steps:
In a step 101, the Feedback failure information that terminal is uploaded is obtained；
In a step 102, fault is carried out based on default Mishap Database for described Feedback failure information
Sort positioning；
In step 103, when orienting fault type based on described Mishap Database, by described fault
In data base, the troubleshooting methodology corresponding with this fault type of record is pushed to described terminal.
In the present embodiment, described service end can be with server, server cluster or cloud platform.Described
Terminal can be intelligent terminal, such as smart mobile phone.
In an initial condition, described terminal can be with the application program of a built-in user feedback, and user is permissible
By this application program in operation terminal to service end reporting fault feedback information；When realizing, described
Feedback failure information can include the running log information (LOG) gathered when terminal breaks down.
User by operation terminal to service end reporting fault feedback information time, can be that active reporting also may be used
Being passively to report.
Wherein said active reporting, refers to when user terminal breaks down, and user can be described by operation
The application program of user feedback is to service end reporting fault feedback information.For example, it is possible to it is anti-described user
The application program of feedback pre-sets the user option of some most common failures, when the terminal of user exists
During FAQs, user can select by selecting the user of correspondence in the application program of described user feedback
, after user have selected the user option of correspondence, triggering terminal is at the current running log of background acquisition
Information, then by the running log information reporting that collects to service end.Described passively report, refer to work as
When user terminal breaks down, can the current operation of triggering terminal is real-time on backstage immediately acquisition terminal
Log information, then by the running log information reporting that collects to service end.
In the present embodiment, service end, can be based in advance after receiving the Feedback failure information of terminal to report
If Mishap Database carry out fault location for the Feedback failure information of terminal to report.
When realizing, one background program of operation that service end can be real-time in this locality, whenever receive by
During the Feedback failure information of terminal to report, can start immediately the fortune in the Feedback failure information received
Row log information is analyzed.Wherein, the Mishap Database that service end is local can be according to the model of terminal
Classify；Such as, as a example by described terminal is as smart mobile phone, service end can be different shaped in this locality
Number smart mobile phone be respectively created Mishap Database.Therefore, starting the fault received when service end
When running log information in feedback information is analyzed, the end reporting this Feedback failure information can be obtained
The model of end, for example, it is possible to the model of this terminal is carried in the Feedback failure information reported on the terminal,
Service end can directly read after receiving the Feedback failure information of terminal to report from this Feedback failure information
The model of this terminal；After service end gets the model of the terminal reporting this Feedback failure information, permissible
According to the signal got at the local search Mishap Database corresponding with this model, when inquiring correspondence
After Mishap Database, it is possible to use this Mishap Database is in the Feedback failure information of this terminal to report
Running log information is analyzed, to orient the fault type of terminal.
In the present embodiment, Mishap Database can pre-save the fault type that terminal is different, and
The typical running log information corresponding with this fault type, in addition to the foregoing, it is also possible to preserve fortune
The analysis method of row log information, and the information such as the troubleshooting methodology of the fault type of correspondence.Work as clothes
When business end running log information in the Feedback failure information to this terminal to report is analyzed, Ke Yi
The Mishap Database corresponding with this terminal models carries out the retrieval of running log information, by this running log
Information is mated one by one with the running log information pre-saved in described Mishap Database, if this fortune
Row log information and the arbitrary typical running log information match of preservation in described Mishap Database, this
Time can directly the fault type corresponding with the running log information matched be defined as described terminal therefore
Barrier type.
Certainly, the running log information pre-saved in this running log information and Mishap Database is being entered
During row coupling, in order to improve recall precision, it is also possible to according to configuration and the described Mishap Database of user
The part running log information of middle preservation is mated；Such as, start for terminal in Mishap Database
Before the retrieval of the running log information reported, preliminary analysis can be carried out for this running log information,
Then targetedly the running log information of this terminal to report is mated according to the result of preliminary analysis,
Thus reach to reduce matching range, improve the purpose of recall precision.
In the present embodiment, the running log information of terminal to report is entered in Mishap Database when service end
After line retrieval, after successfully located the fault type of this terminal, now may determine that in this Mishap Database
Save the method for removing of this fault type, if having saved the eliminating of this fault type
During method, immediately this troubleshooting methodology can be pushed to this terminal.Certainly, if service end is in event
After in barrier data base retrieving the running log information of terminal to report, no-fix has the fault of this terminal
Type, or this Mishap Database do not preserve the method for removing of this fault type, now can be by developing
After personnel carry out manual analysis to this running log information, the troubleshooting methodology hands that manual analysis is obtained
Dynamic is input to this Mishap Database, the failture evacuation side that then service end will be manually entered by developer
Method is pushed to this terminal.
Wherein, service end, can be to be the form with PUSH message when pushing failture evacuation mode to terminal
Being pushed to this terminal, described PUSH message can be note, WEB message or other type when realizing
Message, be not particularly limited.
In the present embodiment, after troubleshooting methodology is pushed to terminal by service end, now user is at root
When independently terminal being carried out failture evacuation according to this troubleshooting methodology, still may can face some problems and send out
Life is questioned closely.For this situation, can introduce in service end and reply mechanism automatically；For example, it is possible to
Service end introduces the function of chat robots, after troubleshooting methodology is pushed to terminal by service end, and can
With open chat robots function, when be received again by user by this terminal send for this eliminating side
During the feedback message of method, now can obtain key word from this message, then by default with this key
The response message that word is corresponding pushes and is given to described terminal.
In the present embodiment, owing to the terminal of each model is along with the upgrading of software version, a lot of faults
Type can be overcome, and is likely to produce new fault type, therefore when the software release upgrade of terminal simultaneously
After, Mishap Database can be configured by manager, to the event overcome preserved in Mishap Database
Barrier type is deleted, supplementing the new fault type of reporting of user, service end then can root
According to the configuration of manager, each Mishap Database is periodically updated, thus ensure along with software
Accuracy to terminal fault Sort positioning after the upgrading of version.
In the embodiment above, the Two-way Feedback mechanism having proposed fault a kind of, upload by obtaining terminal
Feedback failure information, and carry out fault based on default Mishap Database for described Feedback failure information
Sort positioning；When orienting fault type based on described Mishap Database, by described Mishap Database
The troubleshooting methodology corresponding with this fault type of record is pushed to described terminal, such that it is able to user
After having reported fault, provide the user more in time fault feedback more accurately.
As in figure 2 it is shown, Fig. 2 is according to a kind of fault feedback method shown in an exemplary embodiment, should
Fault feedback method, in service end, comprises the following steps:
In step 201, the Feedback failure information that terminal is uploaded is obtained；
In step 202., by the running log information in described Feedback failure information and described default event
The running log information pre-saved in barrier data base is mated；
In step 203, when the running log information in described Feedback failure information and described default event
Barrier data base in arbitrary running log information matches time, by described default Mishap Database record with
Fault type corresponding to described arbitrary running log information is defined as the fault type of described terminal；
In step 204, by the fault row corresponding with this fault type of record in described Mishap Database
Except method is pushed to described terminal.
In the present embodiment, described service end can be with server, server cluster or cloud platform.Described
Terminal can be intelligent terminal, such as smart mobile phone.
In an initial condition, described terminal can be with the application program of a built-in user feedback, and user is permissible
By this application program in operation terminal to service end reporting fault feedback information；When realizing, described
Feedback failure information can include the running log information (LOG) gathered when terminal breaks down.
User by operation terminal to service end reporting fault feedback information time, can be that active reporting also may be used
Being passively to report.
Wherein said active reporting, refers to when user terminal breaks down, and user can be described by operation
The application program of user feedback is to service end reporting fault feedback information.For example, it is possible to it is anti-described user
The application program of feedback pre-sets the user option of some most common failures, when the terminal of user exists
During FAQs, user can select by selecting the user of correspondence in the application program of described user feedback
, after user have selected the user option of correspondence, triggering terminal is at the current running log of background acquisition
Information, then by the running log information reporting that collects to service end.
Described passively report, refer to when user terminal breaks down, can immediately triggering terminal on backstage
The running log information that real-time acquisition terminal is current, then arrives the running log information reporting collected
Service end.Such as, when user is when using certain application program, and this application program collapses suddenly, now
Can capture the running log information that this application program is current immediately on backstage with terminal, then user can
With the running log information reporting that will grab to service end.
In the present embodiment, service end, can be based in advance after receiving the Feedback failure information of terminal to report
If Mishap Database carry out fault location for the Feedback failure information of terminal to report.
When realizing, one background program of operation that service end can be real-time in this locality, whenever receive by
During the Feedback failure information of terminal to report, can start immediately the fortune in the Feedback failure information received
Row log information is analyzed.
Wherein, the Mishap Database that service end is local can be classified according to the model of terminal；Such as,
As a example by described terminal is as smart mobile phone, service end can be the smart mobile phone difference of different model in this locality
Create Mishap Database.
Therefore, the running log information in the Feedback failure information received is carried out in startup when service end
During analysis, the model of the terminal reporting this Feedback failure information can be obtained, for example, it is possible to by this terminal
Model carry in the Feedback failure information reported on the terminal, service end is receiving the fault of terminal to report
The model of this terminal directly can be read from this Feedback failure information after feedback information；When service end obtains
After reporting the model of terminal of this Feedback failure information, can be according to the signal got at local search
The Mishap Database corresponding with this model, when after the Mishap Database inquiring correspondence, it is possible to use this event
Barrier data base be analyzed for the running log information in the Feedback failure information of this terminal to report, with fixed
Position goes out the fault type of terminal.
In the present embodiment, Mishap Database can pre-save the fault type that terminal is different, and
The typical running log information corresponding with this fault type, in addition to the foregoing, it is also possible to preserve fortune
The analysis method of row log information, and the information such as the troubleshooting methodology of the fault type of correspondence.Work as clothes
When business end running log information in the Feedback failure information to this terminal to report is analyzed, Ke Yi
The Mishap Database corresponding with this terminal models carries out the retrieval of running log information, by this running log
Information is mated one by one with the running log information pre-saved in described Mishap Database, if this fortune
Row log information and the arbitrary typical running log information match of preservation in described Mishap Database, this
Time can directly the fault type corresponding with the running log information matched be defined as described terminal therefore
Barrier type.
Certainly, the running log information pre-saved in this running log information and Mishap Database is being entered
During row coupling, in order to improve recall precision, it is also possible to according to configuration and the described Mishap Database of user
The part running log information of middle preservation is mated；Such as, start for terminal in Mishap Database
Before the retrieval of the running log information reported, preliminary analysis can be carried out for this running log information,
Then targetedly the running log information of this terminal to report is mated according to the result of preliminary analysis,
Thus reach to reduce matching range, improve the purpose of recall precision.
In the present embodiment, the running log information of terminal to report is entered in Mishap Database when service end
After line retrieval, after successfully located the fault type of this terminal, now may determine that in this Mishap Database
Save the method for removing of this fault type, if having saved the eliminating of this fault type
During method, immediately this troubleshooting methodology can be pushed to this terminal.Certainly, if service end is in event
After in barrier data base retrieving the running log information of terminal to report, no-fix has the fault of this terminal
Type, or this Mishap Database do not preserve the method for removing of this fault type, now can be by developing
After personnel carry out manual analysis to this running log information, the troubleshooting methodology hands that manual analysis is obtained
Dynamic is input to this Mishap Database, the failture evacuation side that then service end will be manually entered by developer
Method is pushed to this terminal.
Wherein, service end, can be to be the form with PUSH message when pushing failture evacuation mode to terminal
Being pushed to this terminal, described PUSH message can be note, WEB message or other type when realizing
Message, be not particularly limited.
In the present embodiment, after troubleshooting methodology is pushed to terminal by service end, now user is at root
When independently terminal being carried out failture evacuation according to this troubleshooting methodology, still may can face some problems and send out
Life is questioned closely.For this situation, can introduce in service end and reply mechanism automatically；For example, it is possible to
Service end introduces the function of chat robots, after troubleshooting methodology is pushed to terminal by service end, and can
With open chat robots function, when be received again by user by this terminal send for this eliminating side
During the feedback message of method, now can obtain key word from this message, then by default with this key
The response message that word is corresponding pushes and is given to described terminal.
In the present embodiment, owing to the terminal of each model is along with the upgrading of software version, a lot of faults
Type can be overcome, and is likely to produce new fault type, therefore when the software release upgrade of terminal simultaneously
After, Mishap Database can be configured by manager, to the event overcome preserved in Mishap Database
Barrier type is deleted, supplementing the new fault type of reporting of user, service end then can root
According to the configuration of manager, each Mishap Database is periodically updated, thus ensure along with software
Accuracy to terminal fault Sort positioning after the upgrading of version.
In the embodiment above, the Two-way Feedback mechanism having proposed fault a kind of, upload by obtaining terminal
Feedback failure information, and carry out fault based on default Mishap Database for described Feedback failure information
Sort positioning；When orienting fault type based on described Mishap Database, by described Mishap Database
The troubleshooting methodology corresponding with this fault type of record is pushed to described terminal, such that it is able to user
After having reported fault, provide the user more in time fault feedback more accurately.
Corresponding with aforementioned fault feedback method embodiment, the disclosure additionally provides the embodiment of a kind of device.
Fig. 3 is the schematic block diagram according to a kind of fault feedback device shown in an exemplary embodiment.
As it is shown on figure 3, according to a kind of fault feedback device 300 shown in an exemplary embodiment, including:
Acquisition module 301, locating module 302 and pushing module 303；Wherein:
Described acquisition module 301 is configured to obtain the Feedback failure information that terminal is uploaded；
Described locating module 302 is configured to based on default Mishap Database for described fault
Feedback information carries out fault type location；
Described pushing module 303 is configured to orienting failure classes based on described Mishap Database
During type, the troubleshooting methodology corresponding with this fault type of record in described Mishap Database is pushed to
Described terminal.
In the embodiment above, the Two-way Feedback mechanism having proposed fault a kind of, upload by obtaining terminal
Feedback failure information, and carry out fault based on default Mishap Database for described Feedback failure information
Sort positioning；When orienting fault type based on described Mishap Database, by described Mishap Database
The troubleshooting methodology corresponding with this fault type of record is pushed to described terminal, such that it is able to user
After having reported fault, provide the user more in time fault feedback more accurately.
Referring to Fig. 4, Fig. 4 is the disclosure frame according to the another kind of device shown in an exemplary embodiment
Figure, this embodiment is on the basis of aforementioned embodiment illustrated in fig. 3, and described locating module 302 can include
Obtain submodule 302A, inquiry submodule 302B and determine submodule 302C；Wherein:
Described acquisition submodule 302A is configured to, and obtains the model of described terminal；
Described inquiry submodule 302B is configured to, and inquires about the number of faults corresponding with the model of described terminal
According to storehouse；
Described determine that submodule 302C is configured to, inquiring corresponding with the model of described terminal therefore
During barrier data base, the described Mishap Database inquired is defined as described default Mishap Database.
Referring to Fig. 5, Fig. 5 is the disclosure frame according to the another kind of device shown in an exemplary embodiment
Figure, this embodiment is on the basis of aforementioned embodiment illustrated in fig. 4, and described Feedback failure information includes described
The running log information gathered when terminal breaks down；Described locating module 302 can also include coupling
Module 302D and second determines submodule 302E；Wherein:
Described matched sub-block 302D is configured to, and is believed by the running log in described Feedback failure information
Breath mates with the running log information pre-saved in described default Mishap Database；
Described second determines that submodule 302E is configured to, the operation day in described Feedback failure information
In will information and described default Mishap Database during arbitrary running log information matches, by described default
In Mishap Database, the fault type corresponding with described arbitrary running log information of record is defined as described end
The fault type of end.
It should be noted that matched sub-block 302D shown in the device embodiment shown in above-mentioned Fig. 5
Determine that the structure of submodule 302E can also be included in the device embodiment of earlier figures 3 with second, right
This disclosure does not limits.
Referring to Fig. 6, Fig. 6 is the disclosure frame according to the another kind of device shown in an exemplary embodiment
Figure, this embodiment is on the basis of aforementioned embodiment illustrated in fig. 3, and described pushing module 303 can include
Judge that submodule 303A, the first propelling movement submodule 303B and second push submodule 303C；Wherein:
Described judgement submodule 303A is configured to, and is orienting failure classes based on described Mishap Database
During type, it is judged that whether described Mishap Database have recorded the failture evacuation side corresponding with described fault type
Method；
Described first pushes submodule 303B is configured to, and have recorded and institute in described Mishap Database
When stating troubleshooting methodology corresponding to fault type, described troubleshooting methodology is pushed and is given to described terminal；
Described second pushes submodule 303C is configured to, and is going out based on described Mishap Database no-fix
Fault type or described Mishap Database do not record the troubleshooting methodology corresponding with described fault type
Time, receive the troubleshooting methodology inputted after manager carries out manual analysis for described Feedback failure information,
The described troubleshooting methodology received is pushed to described terminal.
It should be noted that the judgement submodule 303A shown in the device embodiment shown in above-mentioned Fig. 5,
First structure pushing submodule 303B and second propelling movement submodule 303C can also be included in earlier figures
In the device embodiment of 4-5, this disclosure is not limited.
Referring to Fig. 7, Fig. 7 is the disclosure frame according to the another kind of device shown in an exemplary embodiment
Figure, this embodiment is on the basis of aforementioned embodiment illustrated in fig. 3, and described device 300 can also include should
Answer module 304；Wherein:
Described responder module 304 is configured to, after described troubleshooting methodology is pushed to described terminal,
Receive that described terminal sends for the feedback message of described troubleshooting methodology time, disappear from described feedback
Breath obtains key word, the default response message corresponding with described key word is pushed to described terminal.
It should be noted that the knot of the responder module 304 shown in the device embodiment shown in above-mentioned Fig. 7
Structure can also be included in the device embodiment of earlier figures 4-6, does not limits this disclosure.
Referring to Fig. 8, Fig. 8 is the disclosure frame according to the another kind of device shown in an exemplary embodiment
Figure, this embodiment is on the basis of aforementioned embodiment illustrated in fig. 3, and described device 300 can also include more
New module 305；Wherein:
Described more new module 305 is configured to, according to the configuration cycle property of manager to described number of faults
It is updated according to storehouse.
It should be noted that the knot of the more new module 305 shown in the device embodiment shown in above-mentioned Fig. 8
Structure can also be included in the device embodiment of earlier figures 4-7, does not limits this disclosure.
Accordingly, the disclosure also provides for a kind of fault feedback device, and described device includes:
Processor；
For storing the memorizer of processor executable；
Wherein, described processor is configured to:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
Accordingly, the disclosure also provides for a kind of server, and described terminal includes memorizer, and one
Or more than one program, one of them or more than one program is stored in memorizer, and through joining
Put to be performed one by one or more than one processor or more than one program comprises for entering
The instruction of the following operation of row:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
Accordingly, the disclosure also provides for a kind of fault feedback device, and described device includes:
Processor；
For storing the memorizer of processor executable；
Wherein, described processor is configured to:
Receive the bind request that terminal sends；Described bind request carries Binding key and user's login ID,
Wherein said Binding key is acquired in bound device by described terminal treating from local area network；
Described Binding key is mated with the local Binding key preserved；
When described Binding key mates with the local arbitrary Binding key preserved, set up described user and log in
The binding relationship treating bound device that ID is corresponding with described arbitrary Binding key.
Fig. 9 is according to a kind of block diagram for fault feedback device 900 shown in an exemplary embodiment.
Such as, device 900 may be provided in a server.With reference to Fig. 9, device 900 includes processing assembly
922, it farther includes one or more processor, and is provided by the memorizer representated by memorizer 932
Source, can be by the instruction of the execution of processing component 922, such as application program for storage.Memorizer 932
The application program of middle storage can include one or more each corresponding to one group instruction mould
Block.It is configured to perform instruction, to perform above-mentioned fault feedback method additionally, process assembly 922.
Device 900 can also include that a power supply module 926 is configured to perform the power supply pipe of device 900
Reason, a wired or wireless network interface 950 is configured to be connected to device 900 network, and one
Input and output (I/O) interface 958.Device 900 can operate based on the operation being stored in memorizer 932
System, such as Windows ServerTM, Mac OS XTM, UnixTM, LinuxTM,
FreeBSDTM or similar.
Those skilled in the art, after considering description and putting into practice invention disclosed herein, will readily occur to this
Other embodiment disclosed.The application is intended to any modification, purposes or the adaptability of the disclosure
Change, these modification, purposes or adaptations are followed the general principle of the disclosure and include these public affairs
Open undocumented common knowledge in the art or conventional techniques means.Description and embodiments only by
Being considered as exemplary, the true scope of the disclosure and spirit are pointed out by claim below.
It should be appreciated that the disclosure be not limited to described above and illustrated in the accompanying drawings accurately
Structure, and various modifications and changes can carried out without departing from the scope.The scope of the present disclosure is only by institute
Attached claim limits.
Claims (13)
1. a fault feedback method, it is characterised in that described method includes:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
2. the method for claim 1, it is characterised in that described based on default Mishap Database
Before carrying out fault location for described Feedback failure information, also include:
Obtain the model of described terminal；
Inquire about the Mishap Database corresponding with the model of described terminal；
When inquiring the Mishap Database corresponding with the model of described terminal, the described fault that will inquire
Data base is defined as described default Mishap Database.
3. the method for claim 1, it is characterised in that described Feedback failure information includes described
The running log information gathered when terminal breaks down；
Described carry out fault type location based on default Mishap Database for described Feedback failure information
Including:
Running log information in described Feedback failure information is pre-with described default Mishap Database
The running log information first preserved is mated；
When the running log information in described Feedback failure information with described default Mishap Database are appointed
During one running log information matches, by described default Mishap Database record with described arbitrary operation
The fault type that log information is corresponding is defined as the fault type of described terminal.
4. the method for claim 1, it is characterised in that described when based on described Mishap Database
When orienting fault type, by the solution party corresponding with this fault type of record in described Mishap Database
Case is pushed to described terminal and includes:
When orienting fault type based on described Mishap Database, it is judged that in described Mishap Database whether
Have recorded the troubleshooting methodology corresponding with described fault type；
If described Mishap Database have recorded the troubleshooting methodology corresponding with described fault type, will
Described troubleshooting methodology pushes and is given to described terminal；
It is out of order in type or described Mishap Database not if based on described Mishap Database no-fix
Record the troubleshooting methodology corresponding with described fault type, receive manager for described fault feedback letter
The troubleshooting methodology that breath inputs after carrying out manual analysis, the described troubleshooting methodology that will receive pushes
To described terminal.
5. method as claimed in claim 4, it is characterised in that described method also includes:
After described troubleshooting methodology is pushed to described terminal, receive described terminal send for
During the feedback message of described troubleshooting methodology, from described feedback message, obtain key word, by default
The response message corresponding with described key word is pushed to described terminal.
6. the method for claim 1, it is characterised in that described method also includes:
Configuration cycle property according to manager described Mishap Database is updated.
7. a fault feedback device, it is characterised in that described device includes:
Acquisition module, for obtaining the Feedback failure information that terminal is uploaded；
Locating module, for carrying out fault based on default Mishap Database for described Feedback failure information
Sort positioning；
Pushing module, for when orienting fault type based on described Mishap Database, by described fault
In data base, the troubleshooting methodology corresponding with this fault type of record is pushed to described terminal.
8. device as claimed in claim 7, it is characterised in that described locating module includes:
Obtain submodule, for obtaining the model of described terminal；
Inquiry submodule, for the Mishap Database that inquiry is corresponding with the model of described terminal；
First determines submodule, is used for when inquiring the Mishap Database corresponding with the model of described terminal,
The described Mishap Database inquired is defined as described default Mishap Database.
9. device as claimed in claim 7, it is characterised in that described Feedback failure information includes described
The running log information gathered when terminal breaks down；
Described locating module includes:
Matched sub-block, is used for the running log information in described Feedback failure information with described default
The running log information pre-saved in Mishap Database is mated；
Second determines submodule, pre-with described for the running log information in described Feedback failure information
If Mishap Database in arbitrary running log information matches time, will in described default Mishap Database remember
The fault type corresponding with described arbitrary running log information of record is defined as the fault type of described terminal.
10. device as claimed in claim 7, it is characterised in that described pushing module includes:
Judge submodule, for when orienting fault type based on described Mishap Database, it is judged that described
Whether Mishap Database have recorded the troubleshooting methodology corresponding with described fault type；
First pushes submodule, corresponding with described fault type for have recorded in described Mishap Database
Troubleshooting methodology time, by described troubleshooting methodology push be given to described terminal；
Second pushes submodule, for being out of order type or institute based on described Mishap Database no-fix
State time Mishap Database does not records the troubleshooting methodology corresponding with described fault type, receive manager
The troubleshooting methodology inputted after carrying out manual analysis for described Feedback failure information, the institute that will receive
State troubleshooting methodology and be pushed to described terminal.
11. devices as claimed in claim 10, it is characterised in that described device also includes:
Responder module, for after described troubleshooting methodology is pushed to described terminal, receives described
Terminal send for the feedback message of described troubleshooting methodology time, obtain from described feedback message and close
Keyword, is pushed to described terminal by the default response message corresponding with described key word.
12. devices as claimed in claim 7, it is characterised in that described device also includes:
More new module, for being updated described Mishap Database of the configuration cycle property according to manager.
13. 1 kinds of fault feedback devices, it is characterised in that including:
Processor；
For storing the memorizer of processor executable；
Wherein, described processor is configured to:
Obtain the Feedback failure information that terminal is uploaded；
Fault type location is carried out for described Feedback failure information based on default Mishap Database；
When orienting fault type based on described Mishap Database, by record in described Mishap Database
The troubleshooting methodology corresponding with this fault type is pushed to described terminal.
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| CN201510208972.4A CN106161079A (en) | 2015-04-28 | 2015-04-28 | Fault feedback method and device |
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|---|---|---|---|
| CN201510208972.4A CN106161079A (en) | 2015-04-28 | 2015-04-28 | Fault feedback method and device |
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