CN106411721B

CN106411721B - Instant messaging method, device and system

Info

Publication number: CN106411721B
Application number: CN201611052486.9A
Authority: CN
Inventors: 方昭潭
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2016-11-22
Filing date: 2016-11-22
Publication date: 2020-07-28
Anticipated expiration: 2036-11-22
Also published as: CN106411721A

Abstract

The invention discloses an instant messaging method, an instant messaging device and an instant messaging system, and belongs to the field of internet communication. Wherein, the method comprises the following steps: the method comprises the steps that after a first terminal receives a problem feedback request of a first user, problem description information confirmed by the first user is obtained; automatically capturing screen problem site window information, packaging the screen problem site window information and the problem description information together, and compressing a packaged file; uploading the compressed file to a file storage server, and informing an operation server; the operation server downloads the compressed file from the file storage server and analyzes the problem related information; and sending the problem related information to the operation terminal. By the embodiment of the invention, the user side can conveniently, accurately and completely submit the problems to be met by one key, so that the automation degree is improved; meanwhile, the operation server downloads the compressed file from the file storage server, analyzes the problem related information and sends the problem related information to the operation terminal, so that the problem processing flow is simplified, the problem processing period is shortened, and the operation and maintenance cost is saved.

Description

Instant messaging method, device and system

Technical Field

The present invention relates to the field of internet communication technologies, and in particular, to an instant messaging method, device, and system.

Background

With the development of instant messaging software, more and more enterprises and individuals utilize instant messaging to communicate internally and externally, so that the cost of establishing a system by the enterprises can be reduced, and communication between the enterprise employees and the employees and between the employees and the clients can be facilitated.

At present, when a user uses instant messaging software, any problem can be informed to customer service in the form of an operation and maintenance document, and after customer service personnel know and analyze the problem of the user, if the problem cannot be solved, the necessary user information including login number, software use log, field screenshot, problem occurrence path description and the like needs to be manually collected, the information is packaged, the operation and maintenance document is established, and the information is transferred to a tester along with the operation and maintenance document; if the test personnel can not solve the problem, the operation and maintenance document is transferred to the developer; after receiving the operation and maintenance document, a developer may know about a scene of a problem occurring at the user terminal on a machine of a remote user and analyze the problem. After the developer obtains the solution, the developer needs to communicate with the user and remotely help the user to solve the problem through telephone or online. For the problem that the program file type needs to be replaced, the user is also required to manually download the corresponding file and install and restart the corresponding file. That is to say, the process of solving the whole problem depends on the cooperation of manual intervention and communication of customer service, testing and developers, the operation is not convenient, and the problem of low accuracy and low integrity of the information extracted manually also exists. Therefore, after the instant messaging software product is released, a large amount of manpower and material resources are required to be arranged for operation and maintenance work, and the operation and maintenance cost is high.

In summary, the instant messaging software relies on manual intervention too much in acquiring and solving the operation problem, the problem related information cannot be acquired conveniently, accurately and completely, and the problem processing flow is complex, so that the problem processing period is long, and the operation and maintenance cost is high.

Disclosure of Invention

In view of the above, an object of the present invention is to provide an instant messaging method, an instant messaging device, and an instant messaging system, so as to solve the technical problems that a user cannot conveniently, accurately, and completely obtain information related to a problem, and that a problem processing flow is complex, a problem processing period is long, and an operation and maintenance cost is high.

The technical scheme adopted by the invention for solving the technical problems is as follows:

according to a first aspect of the present invention, there is provided an instant messaging method applied to a first terminal, the method including:

after receiving a question feedback request of a first user, acquiring question description information confirmed by the first user;

automatically capturing screen problem site window information, packaging the screen problem site window information and the problem description information together, and compressing a packaged file;

and uploading the compressed file to a file storage server, and informing an operation server.

According to a second aspect of the present invention, there is provided an instant messaging method applied to a second terminal, the method comprising:

after receiving a notification sent by a first terminal, acquiring a problem unique identifier ID;

automatically capturing local problem site window information;

and associating the picture file of the problem site window, the local instant messaging operation log file and the problem ID, packaging and uploading to a file storage server.

According to a third aspect of the present invention, there is provided an instant messaging method applied to an operation server, the method including:

after receiving a notification sent by the first terminal or the second terminal, acquiring a problem unique identifier ID, and downloading a compressed file from a file storage server according to the problem ID;

analyzing the problem related information from the compressed file;

and sending the problem related information to the operation terminal.

According to a fourth aspect of the present invention, there is provided an instant messaging method, comprising:

the method comprises the steps that after a first terminal receives a problem feedback request of a first user, problem description information confirmed by the first user is obtained;

automatically capturing screen problem site window information, packaging the screen problem site window information and the problem description information together, and compressing a packaged file; uploading the compressed file to a file storage server, and informing an operation server;

the operation server downloads the compressed file from the file storage server and analyzes the problem related information;

and sending the problem related information to the operation terminal.

According to a fifth aspect of the present invention, there is provided an instant messaging device applied to a first terminal, the device comprising:

the first information collection module is used for acquiring the problem description information confirmed by the first user after receiving the problem feedback request of the first user;

the second information collection module is used for automatically capturing field window information related to the screen problem;

the file processing module is used for packaging the screenshot picture file and the question description information together and compressing the packaged file;

the first file uploading module is used for uploading the compressed file to a file storage server;

and the notification module is used for notifying the operation server.

According to a sixth aspect of the present invention, there is provided an instant messaging device applied to a second terminal, the device comprising:

the problem ID acquisition module is used for acquiring a problem ID after receiving the notification of the first terminal;

the fourth information collection module is used for automatically capturing local problem site window information;

and the second file uploading module is used for associating the picture file of the problem site window, the local instant messaging operation log file and the problem ID, and then packaging and uploading the picture file and the local instant messaging operation log file to the file storage server.

According to a seventh aspect of the present invention, there is provided an instant messaging device applied to an operation server, the device including:

the downloading module is used for acquiring the problem ID after receiving the notification sent by the first terminal or the second terminal and downloading the file from the file storage server according to the problem ID;

the analysis module is used for analyzing the problem related information from the compressed file;

and the sending module is used for sending the problem related information to the operation terminal.

According to an eighth aspect of the present invention, there is provided an instant messaging system comprising a first terminal, a second terminal, a file storage server, an operation terminal, and a file distribution service, wherein:

the first terminal comprises the instant messaging device applied to the first terminal;

the second terminal comprises the instant messaging device applied to the second terminal;

the operation server comprises the instant communication device applied to the operation server.

According to the instant messaging method, the instant messaging device and the instant messaging system, the problem site window information is automatically captured, and is packaged and uploaded to the file storage server together with the problem description information, so that the user side can conveniently, accurately and completely submit the encountered operation problems to the file storage server in a one-key mode, and the automation degree is improved. Meanwhile, the operation server downloads the compressed file from the file storage server, analyzes the problem related information and sends the problem related information to the operation terminal, so that the problem processing flow is simplified, the problem processing period is shortened, and the operation and maintenance cost is saved.

Drawings

The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.

Fig. 1 is a system configuration diagram of an application environment according to an embodiment of the present invention.

Fig. 2 is a flowchart of an instant messaging method applied to a first terminal according to embodiment 1 of the present invention.

Fig. 3 is a schematic interface diagram of one-touch submission of an operation problem in enterprise instant messaging according to embodiment 1 of the present invention.

Fig. 4 is a schematic diagram of a dialog box for acquiring question description information according to embodiment 1 of the present invention.

Fig. 5 is a flowchart of an instant messaging method applied to a first terminal according to embodiment 2 of the present invention.

Fig. 6 is a flowchart of an instant messaging method applied to a second terminal according to embodiment 3 of the present invention.

Fig. 7 is a flowchart of an instant messaging method applied to an operation server according to embodiment 4 of the present invention.

Fig. 8 is a flowchart of an instant messaging method according to embodiment 5 of the present invention.

Fig. 9 is a flowchart of an enterprise instant messaging method according to embodiment 6 of the present invention.

Fig. 10 is a block diagram of an instant messaging device applied to a first terminal according to embodiment 7 of the present invention.

Fig. 11 is a block diagram of an instant messaging device applied to a first terminal according to embodiment 7 of the present invention.

Fig. 12 is a block diagram of an instant messaging device further applied to a first terminal according to embodiment 7 of the present invention.

Fig. 13 is a block diagram of an instant messaging device applied to a second terminal according to embodiment 8 of the present invention.

Fig. 14 is a block diagram of an instant messaging device applied to an operation server according to embodiment 9 of the present invention.

Fig. 15 is a schematic structural diagram of an instant messaging system according to embodiment 10 of the present invention.

Detailed Description

In order to make the technical problems, technical solutions and advantageous effects to be solved by the present invention clearer and clearer, the present invention is further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

As shown in fig. 1, the system of the application environment of the embodiment of the present invention includes: the file distribution system comprises a first terminal 10, a second terminal 20, a file storage server 30, an operation server 40, an operation terminal 50 and a file distribution server 60, wherein the first terminal, the second terminal, the operation terminal and the file distribution server all access the Internet in a wired or wireless mode to achieve interconnection.

The first terminal 10, the second terminal 20 and the operation terminal 50 may be implemented on any terminal, including a mobile terminal (e.g., a mobile phone, a tablet computer, etc.) and a fixed terminal device (e.g., a personal computer). The first terminal 10 is a terminal used by a first user, the second terminal 20 is a terminal used by a second user related to the first user, the operation terminal 50 is a terminal used by operation and maintenance personnel, the terminals include windows clients or iPhone and Android platforms, and an instant messaging client is installed, the instant messaging client can facilitate communication between individuals, can also facilitate communication between the inside and the outside of an enterprise, and can greatly improve communication efficiency. The file storage server 30, the operation server 40, and the file distribution server 60 may be implemented on computers. The file storage server 30 is used for storing files uploaded by the second terminal 10 and the second terminal 20, the operation server 40 is a background server for instant messaging, and the file distribution server 60 is used for storing and distributing files required by the first terminal 10 or the second terminal 20. The specific implementation of the terminal and the server is not limited in the embodiments of the present invention.

Example one

As shown in fig. 2, an instant messaging method provided in an embodiment of the present invention is applied to a first terminal, where the first terminal may be implemented on any terminal, and the terminal may be a mobile terminal (e.g., a mobile phone, a tablet computer, etc.) or a fixed terminal device (e.g., a personal computer), and a specific implementation terminal is not limited in the embodiment of the present invention, and the method includes:

s201, after receiving a question feedback request of a first user, obtaining question description information confirmed by the first user.

Specifically, there is a button for uploading a problem by one key on the toolbar of the instant messaging client main panel of the first terminal and the instant messaging client conversation window of the second terminal, for example, the "HE L P" button of the enterprise instant messaging client conversation in fig. 3, when a first user encounters a problem in the process of using the instant messaging client, the first user can directly click the "HE L P" button on the toolbar to report the problem, and after receiving a problem feedback request, the first terminal starts to acquire problem description information confirmed by the first user.

Referring to fig. 4, obtaining the question description information confirmed by the first user may be implemented as follows: popping up a question description dialog box for filling and confirmation by the first user; wherein, the question description dialog box includes: basic description information, number information involved. For a more complete feedback of the question, an option may also be set in the dialog box whether the question related information of the second terminal concerned needs to be provided. This option may be selected if the first user thinks that the problem to be solved also requires the provision of problem-related information of the second terminal to which he is involved. In addition, to ensure that the problem scene window can be captured, a prompt tab may be included in the dialog box. For example, as shown in fig. 4, the hint tag may be: after clicking the confirmation button, the program can automatically screen-capture the window and upload the window, please confirm that the problem field window can be captured, if the screen capture needs to be carried out for multiple times, the window can be opened again, and the screen capture can be carried out again after clicking the confirmation. ". Of course, in this dialog box, the first user may also choose to upload some relevant attachments or pictures.

S202, automatically capturing the information of the problem site window, packaging the information and the problem description information together, and compressing the packaged file.

Specifically, when the question description dialog box is a dialog box of the modality, the first user cannot operate other windows after the dialog box appears, and therefore, the field window needing screen capture needs to be opened first, and then the one-touch submit button needs to be clicked. After clicking a 'confirmation' button in a problem description dialog box, closing the dialog box, returning the session to a field window which is opened by a first user and needs to be subjected to screen capturing, automatically calling a screen capturing function by the first terminal, firstly acquiring the area of the current whole screen window, creating a canvas, filling the area according to a bitmap and the like to realize the screen capturing function, and generating a picture file of the current window. In order to enable the first user to cut frequencies of the problem field windows, the first user can select the problem record submitted this time to open a problem description dialog box after opening other windows needing screen capturing after submitting the windows, and can open other windows needing screen capturing before cutting frequencies again by clicking an affirmation button again.

When the question description dialog box is a modeless dialog box, after the dialog box appears, the first user may perform other operations, that is, after the dialog box appears, the first user may also select to open a window that needs to be screenshot. Therefore, it is a preferred solution to use modeless dialogs for the question description dialog. In order to continuously screen a plurality of problem field window information, the automatic screen-shooting of the problem field window information can be realized as follows:

after receiving the confirmation information of the question, hiding a question description dialog box;

calling a screen capture function to automatically generate a picture file of the current window;

the pop-up dialog asks the first user if the screenshot needs to continue, displays the question description dialog for reconfirmation if feedback is needed, and closes the question description dialog if feedback is not needed.

Therefore, after the dialog box appears, the first user selects to open the window needing screen capture, then returns to the midpoint of the dialog box to click the 'confirm' button to hide the dialog box, automatically captures the current window, then prompts the user whether to continue screen capture, displays the dialog box if the user needs to capture the screen again, and circularly achieves the purpose of continuously capturing the screen for multiple times.

As a preferable scheme, in order to better locate and solve the problem, the local instant messaging operation log file can be copied into the file package and uploaded to the file storage server together.

For example, the first terminal newly creates a folder under the directory of the user number file, copies the local instant messaging operation log file under the folder, and stores the picture file of the current window under the folder. Then, a file is newly created under the folder, and the problem description information confirmed by the first user is written in, which may include basic description information, related number information, whether the problem related information of the related second terminal needs to be acquired, and the like. For faster positioning problems, the stack information of the current program may be printed out and written to the file. In order to facilitate the post-query, the current system time may also be written in the file. After the information is collected, the first terminal zip-pack compresses the folder. Of course, in order to improve security, the compressed packet may be further symmetrically encrypted, so as to obtain an encrypted compressed file.

S203, uploading the compressed file to a file storage server, and informing an operation server.

Specifically, after the compressed file is generated, the first terminal applies for uploading to the file storage server. After the file is uploaded successfully, a first notification message is sent to the operation server, wherein the first notification message carries an Identity (unique identifier). The question ID is a unique identifier assigned to the question by the system when creating the question record (for example, the number information of the first user + the question submission time can be used as a unique identifier). On one hand, the first notification message informs the operation server that the problem-related information file has been successfully uploaded, and triggers the operation server to download the compressed file from the file storage server according to the problem ID. On the other hand, when the compressed file is an encrypted file, the first notification message may further carry key information, so that the operation server can decrypt the encrypted compressed file. Of course, the encryption mode may also be set in advance on the first terminal and the operation server, and at this time, the operation server only needs to decrypt according to the preset mode, and the first notification message does not need to carry the key information.

In addition, after the problem is submitted, the first terminal may also actively add the problem field window information, and may also passively add the problem field window information. At this time, the first user may select the problem record submitted this time to open the problem description dialog again, and click the "ok" button again. And when the first terminal receives the reconfirmation of the problems, calling a screen capture function to automatically generate a picture file of the current window, associating the picture file with the problem ID and uploading the picture file to a file storage server.

In the embodiment of the invention, the first terminal packages and uploads the problem site window information and the problem description information to the file storage server through automatic screen capture, so that the problems to be met can be submitted conveniently, accurately and completely by one key, the automation degree is improved, and the operation time cost is reduced.

Example two

As shown in fig. 5, an instant messaging method provided in an embodiment of the present invention is applied to a first terminal, and the method includes the following steps:

s501, after receiving a question feedback request of a first user, obtaining question description information confirmed by the first user.

And S502, automatically capturing the problem field window information, and packaging, encrypting and compressing the problem field window information, the problem description information and the local instant messaging operation log file.

S503, uploading the compressed file to a file storage server, and informing an operation server.

S504, whether the problem related information of the related second terminal needs to be acquired is judged, if yes, step S505 is executed, and if not, step S506 is executed.

And S505, the first terminal notifies the related second terminal.

Specifically, if the first user selects the problem related information of the second terminal to be acquired from the problem description information, the first terminal sends a second notification message to the second terminal, the second notification message carries the problem ID, and the second notification message triggers the second terminal to collect the problem related information (including a local problem site window screenshot of the second terminal and a local instant messaging operation log file), and associates and packages the problem ID and uploads the problem ID to the file storage server, so that the operation server can download the problem related information of the second terminal according to the problem ID, the operation terminal can acquire the problem related information of the second terminal conveniently and efficiently, and the problem is solved.

S506, after the restart command of the operation server is received, the instant communication client is restarted, the repaired executable file is downloaded from the file distribution server, and the local executable file is replaced and loaded.

Specifically, after the problem is analyzed according to the problem-related information, the problem may be solved by replacing the executable file of the first terminal. At this time, the operator terminal may generate the restored executable file and transmit the executable file to the file distribution server. In order to prevent other problems caused by downloading and installing the executable file by other non-problematic first users, the executable file can be set to be effective only for the problematic first user, and the file downloaded by other users cannot be replaced. The operation Server enables the first terminal to restart by issuing an SC (Server-Client) command, after the first terminal restarts the instant messaging Client, the first terminal requests the file distribution Server to download the latest executable file, specifically, the timestamp of the local executable file and the timestamp of the file distribution Server are compared, and if the version of the executable file on the file distribution Server is new, the executable file is downloaded from the file distribution Server. And further judging whether the number of the first user exists in the number set which can be used in the executable configuration file, and if so, replacing the local executable file and loading for execution.

In the embodiment of the invention, on the basis of the first embodiment, the first terminal can not only upload the problem related information of the first terminal conveniently, accurately and completely, but also inform the second terminal of uploading the problem related information, and meanwhile, aiming at the operation problem of the type of the executable file needing to be replaced, the repaired executable file is automatically downloaded to replace the local executable file, so that the problem is quickly solved, and the automation degree is further improved.

EXAMPLE III

As shown in fig. 6, an instant messaging method provided in an embodiment of the present invention is applied to a second terminal, where the second terminal may be implemented on any terminal, and the terminal may be a mobile terminal (e.g., a mobile phone, a tablet computer, etc.) or a fixed terminal device (e.g., a personal computer), and a specific implementation terminal is not limited in the embodiment of the present invention, and the method includes:

s601, after receiving the notification of the first terminal, acquiring the problem ID.

Specifically, after the first user selects the problem related information of the second terminal to be provided, the second notification message sent by the first terminal to the second terminal triggers the second terminal to collect the problem site window information and the instant messaging operation log file of the second terminal. The second notification message carries the problem ID, and the second terminal acquires the problem ID from the second notification message after receiving the second notification message so as to be capable of being associated subsequently.

And S602, automatically capturing local problem site window information.

Specifically, a modeless confirmation dialog box is popped up to prompt a second user to open a problem field window, after the second user selects the problem field window to open, a point confirmation button is arranged in the confirmation dialog box, the confirmation dialog box is hidden, the current conversation window returns to the opened problem field window, and the system automatically calls a screen capture function to generate a picture file of the current window.

Preferably, in order to continuously capture the field window information for a plurality of times, the step S602 may be implemented as follows:

popping up a modeless confirmation dialog box to prompt a second user to open a problem site window;

after receiving the confirmation information of the confirmation dialog box, hiding the confirmation dialog box;

the pop-up dialog asks the first user if the screenshot needs to continue, if feedback is needed, a confirmation dialog is displayed for reconfirmation, and if feedback is not needed, the confirmation dialog is closed.

And S603, associating the picture file of the problem site window, the local instant messaging operation log file and the problem ID, packaging and uploading to a file storage server.

In the embodiment of the invention, the second terminal automatically acquires the local problem site window information and the local instant messaging operation log file and submits the information and the local instant messaging operation log file to the file storage server, so that the operation terminal can quickly acquire the problem related information of the second terminal, and the problem is solved more efficiently.

Example four

As shown in fig. 7, an instant messaging method provided in an embodiment of the present invention is applied to an operation server, and the method includes:

and S701, after receiving the notification sent by the first terminal or the second terminal, acquiring the problem ID, and downloading the compressed file from the file storage server according to the problem ID.

Specifically, after the first terminal successfully sends the upload file, a first notification message is sent to the operation server, and according to the problem ID carried in the first notification message, the first notification message is sent. And after receiving the first notification message of the first terminal, the operation server acquires the problem ID carried in the first notification message. And downloading the compressed file from the file storage server according to the problem ID, wherein the compressed file can be one or more. The method comprises at least one compressed file uploaded by a first terminal and also comprises a file uploaded by a second terminal. In order to avoid the situation that the files are not downloaded due to the uploading time difference of the first terminal and the second terminal, the operation server can delay the preset time to download the files, so that the problem related information of the first terminal and the second terminal can be collected simultaneously when the problem files are downloaded for the first time. Certainly, after the second terminal uploads the file successfully, a third notification message may also be actively sent to the operation server, where the third notification message also carries the problem ID, and after receiving the third notification message, the operation server obtains the problem ID carried by the third notification message, and downloads the file according to the problem ID. And for the screen capture file submitted again after the problem is submitted, downloading the file according to the problem ID once every time the notification is received, and sending the file to the operation terminal once.

S702, analyzing the problem related information from the compressed file.

Specifically, after the operation server decrypts (if encrypted) and decompresses the compressed file, it parses the problem related information, that is, restores the problem related information collected before the first terminal and/or the second terminal, including the problem description information file, the instant messaging operation log file of the first terminal and/or the second terminal, and the picture file of the problem field window.

And S703, sending the problem related information to the operation terminal.

Specifically, the operation server may directly send the problem-related file to the operation terminal, or send the problem-related file to the operation terminal in the form of an operation and maintenance document. The operation server can automatically generate an operation and maintenance document according to the relevant information of the problem, the operation and maintenance document can comprise basic description information, related number information, program stack information, system time for problem occurrence and the like, an operation log file and a picture file of a problem field window are added to the operation and maintenance document in an attachment mode, and then the generated operation and maintenance document is sent to the operation terminal. The operation terminal can automatically find out the solution from the problem solution library according to the relevant information of the problem, for example, the solution can be automatically searched from the problem solution library according to the keywords of the basic description information, the picture file can be automatically identified, the keywords can be extracted, the automatic searching solution is recorded from the problem solution according to the keywords, and the operation problem can be quickly solved. Of course, if the solution cannot be found automatically, the operation and maintenance personnel are required to analyze and solve the problem manually, after the problem is solved manually, the relevant information (such as the keyword for describing the problem) of the problem and the solution thereof can be added into the problem solution library, and thus, when the same problem appears later, the problem can be found and solved automatically.

As a preferred embodiment, the method further comprises, after:

s704, after receiving the notification sent by the operating terminal, sends a restart command to the first terminal.

Specifically, after the operator terminal automatically searches for the problem solution according to the problem-related information, or manually analyzes the problem solution according to the problem-related information, the problem may be solved by replacing the executable file of the first terminal. At this time, the operator terminal may automatically or manually generate the restored executable file, transmit the file to the file distribution server, and notify the operator server of the file. The operation Server enables the first terminal to restart the instant messaging Client by issuing an SC (Server-Client) command, so that the first terminal can download and replace the latest executable file after restarting the instant messaging Client.

In the embodiment of the invention, the operation server downloads the problem related file submitted by the first terminal and/or the second terminal from the file storage server, analyzes the problem related information and sends the problem related information to the operation terminal, so that the operation terminal can quickly acquire the problem related information of the user side, automatically searches or manually analyzes the problem solution according to the problem related information of the user side, simplifies the problem processing flow and shortens the problem processing period.

EXAMPLE five

As shown in fig. 8, an instant messaging method provided in an embodiment of the present invention is applied to the application environment shown in fig. 1, and the method includes the following steps:

s801, after receiving a question feedback request of a first user, a first terminal acquires question description information confirmed by the first user.

And S802, automatically capturing the information of the problem site window, packaging the information and the problem description information together, and compressing the packaged file.

And S803, uploading the compressed file to a file storage server, and informing an operation server.

S804, the operation server downloads the compressed file from the file storage server and analyzes the problem related information.

And S805, transmitting the relevant information to the operation terminal.

As a preferred scheme, the operation server can automatically generate an operation and maintenance document according to the problem-related information, the operation and maintenance document can include basic description information, related number information, program stack information, problem-coming system time and the like, an operation log file and a picture file of a problem field window are added to the operation and maintenance document in an attachment mode, and then the generated operation and maintenance document is sent to the operation terminal, so that analysis is performed according to the operation and maintenance document, and the problem is quickly solved.

Steps S801 to S803 correspond to steps S201 to S203 in the first embodiment, step S804 corresponds to steps S701 to S702 in the fourth embodiment, and step S805 corresponds to step S703 in the fourth embodiment, and will not be repeated here.

In the embodiment of the invention, by automatically capturing the window information of the problem site and packaging and uploading the window information and the problem description information to the file storage server, a user side can conveniently, accurately and completely submit the problems to be met by one key, and the automation degree is improved; meanwhile, the problem related information automatically collected by the user side is downloaded and analyzed through the operation server and is sent to the operation terminal, so that the related information of the user side can be conveniently obtained, the problem processing flow is simplified, the problem processing period is shortened, and the operation and maintenance cost is saved.

EXAMPLE six

As shown in fig. 9, in order to make the solution of the embodiment of the present invention more easily understood, the following takes the problem that an enterprise instant messaging user (corresponding to a first user of the above-mentioned embodiment) encounters a problem of viewing inconsistency between data card information of an enterprise client (corresponding to a second user of the above-mentioned embodiment) and actual data card information when using an enterprise instant messaging client to perform feedback, and an enterprise operation server takes an operation and maintenance document submitted to an enterprise operation terminal as an example to explain, where the solution of the operation problem includes the following steps:

and S901, after the enterprise user terminal receives the problem feedback request of the enterprise user, acquiring the problem description information confirmed by the enterprise user. Specifically, after discovering that the information of the client data card is inconsistent, the enterprise user clicks a button (such as an HEIP button shown in fig. 3) for uploading the operation information by one key on a session window between the enterprise user and the enterprise client terminal, the enterprise user terminal receives a problem feedback request of the enterprise user, pops up an operation problem acquisition dialog box (such as shown in fig. 4), and fills in basic description information of the problem, related number information, and selects an option for acquiring the problem-related information of the enterprise client terminal.

And S902, automatically capturing the information of the problem site window, packaging the information and the problem description information together, and compressing and encrypting the packaged file.

Specifically, the enterprise user opens the data card of the enterprise client and clicks the "confirm" button. At this moment, the question dialog box is hidden, the enterprise user session returns to the opened enterprise client data card, the enterprise user terminal automatically calls the screen capture function to generate the picture file of the current window information, and the picture file, the question description information (including basic description information, number information of the enterprise client, current server time and the like) confirmed by the enterprise user and the local enterprise instant messaging operation log file are packed, compressed and encrypted.

And S903, uploading the encrypted compressed file to a file storage server, and informing an enterprise operation server and the related enterprise client terminal.

Specifically, the enterprise user terminal uploads the compressed file to the file storage server, sends a first notification message to the operation server, and sends a second notification message to the related enterprise client terminal, wherein the first notification message and the second notification message both carry a problem ID.

And S904, the enterprise client terminal associates and packages the picture file of the problem site window information and the local operation log file with the problem ID and uploads the picture file and the local operation log file to the file storage server.

Specifically, after receiving the second notification message, the enterprise client terminal prompts the enterprise client to open the information of the data card, automatically calls the screen capture function to generate a picture file of the information of the data card, associates the picture file of the information of the data card and a local enterprise instant messaging operation log file with the problem ID, packs and encrypts the file and uploads the file to the file storage server. It should be noted that the compressed file uploaded by the enterprise user terminal and the compressed file uploaded by the enterprise client terminal are associated by the question ID. The question ID may be included, for example, in the naming convention file name of the compressed file. And the operation server can simultaneously download the files uploaded by the enterprise user terminal and the enterprise client terminal according to the problem ID.

S905, the enterprise operation server downloads the compressed file from the file storage server and analyzes the problem related information.

Specifically, after receiving the first notification message, the enterprise operation server downloads the corresponding encrypted compressed file from the file storage server, decrypts and decompresses the file, and then resolves the problem-related information. Because the compressed files uploaded by the enterprise user terminal and the enterprise client terminal are all related by the problem ID, if the enterprise client terminal feeds back timely, the enterprise operation server can simultaneously download the compressed files of the enterprise user terminal and the enterprise client terminal and analyze the related information of the original problem.

And S906, automatically generating an operation and maintenance document according to the problem related information, and sending the operation and maintenance document to an enterprise operation terminal.

Specifically, the enterprise operation server can automatically generate the operation and maintenance document according to the problem related information, and simultaneously attach the image files of the client data card information uploaded by the enterprise user terminal and the enterprise client terminal to the operation and maintenance document and send the operation and maintenance document to the enterprise operation terminal, so that the operation and maintenance document flow is transferred to the operation terminal. Of course, the operation and maintenance document is only a preferable mode, and is completely sent to the enterprise operation terminal in other modes.

And S907, the enterprise operation terminal uploads the executable file which is repaired according to the operation and maintenance document to the file distribution server, and notifies the enterprise operation server.

Specifically, the enterprise operation terminal can automatically search the solution from the problem solution library according to the relevant information of the problem, if the problem solution library has the record of the inconsistency of the enterprise client data card, the operation terminal can match the problem solution, and the logic is automatically modified in the dynamic executable file. If the problem solution library has no record of inconsistency of the enterprise client data card, the operation and maintenance personnel analyzes and finds that the client data information pulled by the enterprise user terminal is not correct according to the problem related information of the operation and maintenance document, and logic is modified in the dynamic executable file. Whether the logic is automatically modified or manually modified includes: and executing the operation of deleting the local number folder once on the enterprise user terminal. And configuring the file to only take effect for the enterprise user and not take effect for other users of the enterprise, uploading the repaired executable file to a file distribution Server through an enterprise operation terminal, and sending a CS (Client-Server Client to Server) notification message to the operation Server, wherein the CS notification message carries a problem ID to be associated to the enterprise user terminal. In order to be more rapid, the CS notification message can also carry the number information of the enterprise user, so that the operation server directly corresponds to the enterprise user terminal for processing according to the number information without searching and converting, and the processing resource of the enterprise operation server is saved.

S908, the enterprise operation server sends a restart command to the enterprise user terminal.

Specifically, the enterprise operation server corresponds to the enterprise user terminal according to the problem ID or number information in the notification message sent by the enterprise operation terminal, and sends a command for restarting the enterprise instant messaging client to the enterprise user terminal.

And S909, restarting the enterprise instant messaging client by the enterprise user terminal, downloading the repaired executable file from the file distribution server, replacing the local executable file, and loading the executable file.

Specifically, after the enterprise user terminal restarts the enterprise instant messaging client, the enterprise instant messaging client will go to the file distribution server to request downloading of the latest file, specifically, the comparison is performed according to the timestamp of the local executable file and the timestamp of the file distribution server, and if the executable file on the file distribution server is newer, the executable file on the file distribution server is downloaded. And further judging that the number list in the configuration file of the executable file contains the number of the enterprise, and replacing and loading the number. After loading, the local number folder information is deleted, and after the enterprise user terminal logs in, the data of the client is pulled again, so that the problem is solved and displayed correctly.

In the embodiment of the invention, taking the enterprise instant messaging method as an example, the enterprise user terminal and the enterprise client terminal can conveniently, accurately and completely report the problem related information in a one-key manner, the enterprise operation server automatically generates the operation and maintenance document, and the problem related information is directly transferred to the enterprise operation terminal, so that the problem processing flow is simplified, the automation degree is improved, the problem processing period is shortened, and the operation and maintenance cost is saved.

EXAMPLE seven

As shown in fig. 10, an instant messaging device provided in an embodiment of the present invention is applied to a first terminal, and the device includes a first information collection module 101, a second information collection module 102, a third information collection module 103, a file processing module 104, a first file uploading module 105, and a notification module 106.

The first information collection module 101 is configured to obtain the question description information confirmed by the first user after receiving the question feedback request of the first user.

Referring to fig. 4, obtaining the question description information confirmed by the first user may be implemented as follows: popping up a question description dialog box for filling and confirmation by the first user; wherein, the question description dialog box includes: basic description information, number information involved. For a more complete feedback of the question, an option may also be set in the dialog box whether the question related information of the second terminal concerned needs to be provided. This option may be selected if the first user thinks that the problem to be solved also requires the provision of problem-related information of the second terminal to which he is involved. In addition, to ensure that the live window can be captured, a prompt tab may also be included in the dialog box. For example, as shown in fig. 4, the hint tag may be: after the confirmation button is clicked, the program can automatically screen the window and upload the window, the site window with the confirmed problems can be intercepted, if the screen is intercepted for multiple times, the window can be opened again, and the screen can be intercepted again after the confirmation is clicked. ". Of course, in this dialog box, the first user may also choose to upload some relevant attachments or pictures.

And the second information collection module 102 is used for automatically capturing screen problem site window information.

Preferably, in order to continuously capture the field window information for multiple times, the second information collecting module 102 is specifically configured to: after receiving the confirmation information of the question, hiding a question description dialog box;

Therefore, after the dialog box appears, the first user selects to open the window needing screen capture, returns to the midpoint 'confirm' button in the dialog box, hides the dialog box and automatically captures the current window, then prompts the user whether to continue screen capture, displays the dialog box if the user needs to capture the screen again, and circularly achieves the purpose of continuously capturing the screen for multiple times.

And the third information collection module 103 is configured to collect a local instant messaging operation log file.

And the file processing module 104 is used for packaging and compressing the picture file of the question scene window and the question description information together.

As a preferred solution, in order to better locate and solve the problem, the file processing module 104 may also package the local instant messaging operation log file together with the picture file of the problem site window and the problem description information.

A first file uploading module 105, configured to upload the compressed file to a file storage server.

A notification module 106, configured to notify the operation server.

In other preferred embodiments, referring to fig. 11, the apparatus further includes a determining module 107, configured to determine whether the information related to the problem of the second terminal is required to be acquired. Correspondingly, the notification module 106 is further configured to notify the second terminal.

Specifically, the determining module 107 determines whether the problem related information of the second terminal needs to be acquired according to the problem description information confirmed by the first user, if so, the notifying module 106 sends a second notification message to the second terminal, where the second notification message carries the problem ID, and the second notification message triggers the second terminal to collect the problem field window screenshot and the local instant messaging operation log file, and associates the problem ID, packages and uploads the problem ID and the local instant messaging operation log file to the storage server, so that the enterprise operation server can download the problem related information to the second terminal according to the problem ID, and the operation terminal can acquire the problem related information related to the second terminal conveniently and efficiently solve the problem.

In other preferred embodiments, in the process of asking for a question, the first user may select to submit the question record and open the question description dialog again by clicking the "ok" button after opening the other question field window. At this time, the second information collecting module 102 is further configured to: after receiving the reconfirmation information of the operation problems, calling a screen capturing function to automatically generate a picture file of the current window; correspondingly, the first file uploading module 105 is further configured to: and associating the picture file of the current window with the question ID and uploading the picture file to a file storage server.

In still other preferred embodiments, referring to fig. 12, the apparatus further includes an upgrade module 108, configured to restart the instant messaging apparatus after receiving a command to restart the operation server, download the repaired executable file from the file distribution server, replace the local executable file, and load the repaired executable file.

Specifically, after the problem is analyzed according to the problem-related information, the problem may be solved by replacing the executable file of the first terminal. In this case, the operator terminal may generate the restored executable file and transmit the executable file to the file distribution server. In order to prevent other problems caused by downloading and installing the executable file by other non-problematic first users, the executable file can be set to be effective only for the problematic first user, and the file downloaded by other users cannot be replaced. The operation Server may try to kick off the line to the first user, and restart the first terminal by issuing an SC (Server-Client) command, and after the first terminal restarts the instant messaging device, the upgrade module 108 downloads the corresponding executable file from the file distribution Server, and if the downloaded file version is higher than the local version and the number set available in the configuration file includes the number of the first user, replaces the local executable file and loads the executable file for execution.

In the embodiment of the invention, the first terminal automatically captures the problem site window information and packages and uploads the information and the problem description information to the file storage server, so that the problems can be conveniently, accurately and completely submitted by one key.

Example eight

As shown in fig. 13, an instant messaging device provided in an embodiment of the present invention is applied to a second terminal, where the second terminal may be implemented on any terminal, and the terminal may be a mobile terminal (e.g., a mobile phone, a tablet computer, etc.) or a fixed terminal device (e.g., a personal computer), and a specific implementation of the terminal in the embodiment of the present invention is not limited, and the instant messaging device includes a problem ID obtaining module 201, a fourth information collecting module 202, and a second file uploading module 203.

The question ID obtaining module 201 is configured to obtain a question ID after receiving the notification from the first terminal.

Specifically, after the first user selects the problem related information of the second terminal to be provided, the second notification message sent by the first terminal to the second terminal triggers the second terminal to collect the problem site window information and the local instant messaging operation log file. The second notification message carries the problem ID, and the second terminal acquires the problem ID from the second notification message after receiving the second notification message so as to be capable of being associated subsequently.

And the fourth information collection module 202 is used for automatically capturing the information of the problem site window.

Preferably, in order to continuously capture the field window information for multiple times, the fourth information collecting module 202 is specifically configured to: popping up a modeless confirmation dialog box to prompt a second user to open a problem site window; after receiving the confirmation information of the confirmation dialog box, hiding the confirmation dialog box; calling a screen capture function to automatically generate a picture file of the current window; the pop-up dialog asks the first user if the screenshot needs to continue, if feedback is needed, a confirmation dialog is displayed for reconfirmation, and if feedback is not needed, the confirmation dialog is closed.

And the second file uploading module 203 is used for associating the picture file of the problem site window, the local instant messaging operation log file and the problem ID, and then packaging and uploading the associated picture file and the local instant messaging operation log file to the file storage server.

In the embodiment of the invention, the problem site window information and the local instant messaging operation log file are automatically acquired by the instant messaging device applied to the second terminal and submitted to the file storage server, so that the operation terminal can quickly acquire the problem related information of the second terminal, and the problem is solved more efficiently.

Example nine

As shown in fig. 14, an instant messaging apparatus provided in an embodiment of the present invention is applied to an operation server, where the operation server includes a personal instant messaging operation server and also includes an enterprise instant messaging operation server, and the apparatus includes a downloading module 401, a parsing module 402, and a sending module 403, where:

the downloading module 401, after receiving the notification sent by the first terminal or the second terminal, acquires the problem ID, and downloads the file from the file storage server according to the problem ID.

And the parsing module 402 is configured to parse the problem related information from the compressed file.

Specifically, after the operation server decrypts (if encrypted) and decompresses the compressed file, it parses the problem related information, that is, restores the problem related information collected before the first terminal and/or the second terminal, including the problem description information file, the instant messaging operation log file of the first terminal and/or the second terminal, and the picture file of the problem site window information.

A sending module 403, configured to send the problem related information to the operator terminal.

Specifically, the operation server may directly send the problem-related file to the operation terminal, or send the problem-related file to the operation terminal in the form of an operation and maintenance document. The operation server can automatically generate an operation and maintenance document according to the problem related information, the operation and maintenance document can comprise basic description information, related number information, program stack information, problem-issuing system time and the like, an operation log file and a picture file of a problem field window are added to the operation and maintenance document in an attachment mode, then the generated operation and maintenance document is sent to the operation terminal, manual analysis and problem solving can be carried out according to the operation and maintenance document, and therefore the operation problem is rapidly solved.

As a preferable aspect, the apparatus further includes:

and the restart command module is used for sending a restart command to the first terminal after receiving the notification sent by the operation terminal.

In the embodiment of the invention, the instant communication device applied to the operation server downloads the first terminal and/or the second terminal from the file storage server to submit the problem-related file, analyzes the problem-related information and sends the problem-related information to the operation terminal, so that the operation terminal can quickly acquire the problem-related information of the user side, the problem processing flow is simplified, and the problem processing period is shortened.

Example ten

As shown in fig. 13, a preferred embodiment of the present invention provides an instant messaging system including a first terminal 10, a second terminal 20, a file storage server 30, an operation server 40, an operation terminal 50, and a file distribution service 60.

The first terminal 10 is configured to obtain question description information confirmed by a first user after receiving a question feedback request of the first user, automatically screen-capture question site window information, package the question site window information and the question description information together, and compress a packaged file; the compressed file is uploaded to the file storage server 30 and the operator server 40 is notified. And also for notifying the second terminal 20 when the problem-related information of the second terminal 20 needs to be acquired.

The first terminal 10 includes a first information collection module 101, a second information collection module 102, a third information collection module 103, a file processing module 104, a first file uploading module 105, a notification module 106, a judgment module 107 and an upgrading module 108, and the technical features and functions of these modules are the same as those in the seventh embodiment described above, and are not repeated here.

The second terminal 20 is configured to obtain the unique problem identifier ID after receiving the notification sent by the first terminal 10, and automatically capture the information of the problem field window; and associating the picture file of the problem site window and the local instant messaging operation log file with the problem ID, packaging and uploading to the file storage server 30.

The second terminal 20 includes a question ID obtaining module 201, a fourth information collecting module 202, and a second file uploading module 203, and the technical features and functions of these modules are the same as those in the eighth embodiment, and are not repeated here.

And the file storage server 30 is used for storing the problem-related files submitted by the first terminal 10 and/or the second terminal 20.

An operation server 40, configured to obtain a question ID after receiving a notification sent by the first terminal 10 or the second terminal 20, and download a file from the file storage server 30 according to the question ID; analyzing the problem related information from the compressed file; the issue-related information is transmitted to the operator terminal 50. And is further configured to send a restart command to the first terminal 10 after receiving the notification from the operator terminal 50.

The operation server 40 includes a problem downloading module 401, an analysis module 402 and a sending module 403, and the technical features and functions of these modules are the same as those in the ninth embodiment, which is not repeated here.

And the operation terminal 50 is configured to upload the repaired executable file to the file distribution server 30, and notify the operation server 40 of the repaired executable file.

And the file distribution server 60 is used for storing and operating the executable file uploaded by the terminal 50.

Of course, the file storage server 30 may be implemented on the same server as the file distribution server 60, or may be implemented separately on different servers.

It should be noted that the embodiments of the apparatus and the system and the method embodiments belong to the same concept, and specific implementation processes thereof are shown in the method embodiments, and technical features in the method embodiments are correspondingly applicable in the apparatus embodiments, and are not described in detail in the apparatus and the system.

In addition, the above units are merely divided according to functional logic, but are not limited to the above division as long as the corresponding functions can be realized; in addition, specific names of the functional units are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present invention.

According to the instant messaging system provided by the embodiment of the invention, the problem site window information is automatically captured and packaged together with the problem description information and uploaded to the file storage server, so that a user side can conveniently, accurately and completely submit the problems to be met by one key, and the automation degree is improved; meanwhile, the problem related information automatically collected by the user side is downloaded and analyzed through the operation server and is sent to the operation terminal, so that the problem related information of the user side can be conveniently obtained, the problem processing flow is simplified, the problem processing period is shortened, and the operation and maintenance cost is saved.

It will be understood by those skilled in the art that all or part of the steps in the above method embodiments may be implemented by using a program to instruct relevant hardware to perform the steps, and the corresponding program may be stored in a computer-readable storage medium, where the above storage medium may be a read-only memory, a magnetic disk or an optical disk, etc.

The above description is only for the preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any changes or substitutions that can be easily conceived by those skilled in the art within the technical scope of the embodiment of the present invention are included in the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.

Claims

1. An instant messaging method is applied to a first terminal, and is characterized in that the method comprises the following steps:

after receiving a question feedback request of a first user, popping up a question description dialog box for the first user to fill in and confirm;

wherein the question description dialog includes: basic description information, related number information and options of whether problem related information of the related second terminal needs to be acquired or not;

automatically capturing screen problem site window information, packaging the screen problem site window information and the problem description information collected through the problem description dialog box, and compressing a packaged file;

2. The instant messaging method of claim 1, further comprising: and copying the local instant messaging operation log file into the packaging file.

3. The instant messaging method of claim 1, wherein the automatically screenshot live window information further comprises:

after receiving the confirmation information of the question, hiding the question description dialog box;

a pop-up dialog box inquires whether the first user needs to continue screen capture, if feedback is needed, the question description dialog box is displayed for reconfirmation, and if feedback is not needed, the question description dialog box is closed;

wherein the question description dialog is a modeless dialog.

4. The instant messaging method of claim 1, further comprising:

and judging whether the problem related information of the related second terminal needs to be acquired or not, and if so, informing the second terminal.

5. The instant messaging method of claim 1, further comprising, after the method:

and when reconfirming information of the problem is received, calling a screen capture function to automatically generate a picture file of the current window, associating the picture file with the unique problem identifier ID, and uploading the picture file to the file storage server.

6. The instant messaging method according to any of claims 1-5, further comprising after the method:

and after a restart command of the operation server is received, restarting and downloading the repaired executable file from the file distribution server, replacing the local executable file and loading.

7. An instant messaging method applied to a second terminal is characterized by comprising the following steps:

automatically capturing local problem site window information;

and associating the picture file of the problem site window and the local instant messaging operation log file with the problem unique identifier ID, packaging and uploading to a file storage server.

8. The instant messaging method of claim 7, wherein the automatically screenshot local problem site window information further comprises:

a pop-up dialog asks the second user if the second user needs to continue with the screenshot, if feedback is needed, the confirmation dialog is displayed for reconfirmation, and if feedback is not needed, the confirmation dialog is closed.

9. An instant messaging method is applied to an operation server, and is characterized by comprising the following steps:

after receiving a notification sent by a first terminal or a second terminal, acquiring a problem unique identifier ID, and downloading a compressed file from a file storage server according to the problem unique identifier ID;

analyzing the problem related information from the compressed file;

and sending the problem related information to an operation terminal.

10. The instant messaging method of claim 9, further comprising, after the method:

and after receiving the notification sent by the operating terminal, sending a restart command to the first terminal.

11. An instant messaging method, the method comprising:

after receiving a question feedback request of a first user, a first terminal pops up a question description dialog box for the first user to fill in and confirm;

uploading the compressed file to a file storage server, and informing an operation server;

and sending the problem related information to an operation terminal.

12. The instant messaging method of claim 11, further comprising:

the first terminal judges whether the problem related information of the related second terminal needs to be acquired or not, and if so, the related second terminal is notified;

the second terminal receives the notification of the first terminal and then automatically captures the information of the screen problem site window;

and associating the picture file of the problem site window and the local instant messaging operation log file with the problem unique identifier ID, packaging and uploading to the file storage server.

13. The instant messaging method according to claim 11 or 12, wherein when the executable file needs to be replaced to solve the operational problem, the method further comprises the following steps:

the operation terminal uploads the repaired executable file to a file distribution server and informs the operation server;

the operation server sends a restart command to the first terminal;

and the first terminal restarts the instant communication client, downloads the repaired executable file from the file distribution server, replaces the local executable file and loads the executable file.

14. An instant messaging device applied to a first terminal, the instant messaging device comprising:

the first information collection module is used for popping up a question description dialog box for the first user to fill and confirm after receiving a question feedback request of the first user;

the file processing module is used for packaging the screenshot picture file and the question description information collected through the question description dialog box together and compressing the packaged file;

and the notification module is used for notifying the operation server.

15. The instant messaging device of claim 14, further comprising: and the third information collection module is used for copying the local instant messaging operation log file into the packaging file.

16. The instant messaging device of claim 14, wherein the second information collection module is specifically configured to:

after receiving the confirmation information of the question description, hiding the question description dialog box;

wherein the question description dialog is a modeless dialog.

17. The instant messaging device of claim 14, further comprising:

the judging module is used for judging whether the problem related information of the second terminal is required to be acquired or not;

accordingly, the method can be used for solving the problems that,

the notification module is further configured to notify the second terminal when the problem-related information of the second terminal is required to be acquired.

18. The instant messaging device of claim 14,

the second information collection module is further configured to: after receiving the reconfirmation information of the problem, calling a screen capturing function to automatically generate a picture file of the current window;

correspondingly, the file uploading module is further configured to: and associating the picture file with the question unique identifier ID and uploading the picture file to a file storage server.

19. The instant messaging device of any one of claims 14-18, further comprising:

and the upgrading module is used for restarting the instant communication client after receiving a restarting command of the operation server, downloading the repaired executable file from the file distribution server, replacing the local executable file and loading the executable file.

20. An instant messaging device applied to a second terminal, the instant messaging device comprising:

the problem unique identifier ID acquisition module is used for acquiring a problem unique identifier ID after receiving the notification of the first terminal;

and the second file uploading module is used for associating the picture file of the problem field window and the local instant messaging operation log file with the problem unique identifier ID, and then packaging and uploading the file to the file storage server.

21. The instant messaging device of claim 20, wherein the fourth information collection module is specifically configured to:

22. An instant messaging device applied to an operation server is characterized by comprising:

the downloading module acquires the problem unique identifier ID after receiving the notification sent by the first terminal or the second terminal, and downloads the compressed file from the file storage server according to the problem unique identifier ID;

and the sending module is used for sending the problem related information to an operation terminal.

23. The instant messaging device of claim 22, further comprising:

24. An instant messaging system, characterized in that the system comprises a first terminal, a second terminal, a file storage server, an operation terminal and a file distribution service, wherein:

the first terminal comprising an instant messaging device according to any one of claims 14 to 19;

the second terminal comprising the instant messaging device of claim 20 or 21;

the operator server comprises the instant messaging device of claim 22 or 23.