CN109102256A - A kind of O&M method and server - Google Patents
A kind of O&M method and server Download PDFInfo
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- CN109102256A CN109102256A CN201810948362.1A CN201810948362A CN109102256A CN 109102256 A CN109102256 A CN 109102256A CN 201810948362 A CN201810948362 A CN 201810948362A CN 109102256 A CN109102256 A CN 109102256A
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- user equipment
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/103—Workflow collaboration or project management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
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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
- H04L41/06—Management of faults, events, alarms or notifications
Abstract
The embodiment of the present application discloses a kind of O&M method, for improving the O&M efficiency during O&M.The embodiment of the present application method includes: that server acquisition is requested about the processing of object event；The server sends the processing request to the first user equipment；The server receives the first processing result that first user equipment is sent；If the failed processing of the first processing result instruction, the server send the processing request to second user equipment, alternatively, sending the processing request to third user equipment；The server receives the second processing result that first user equipment is sent.
Description
Technical field
This application involves O&M field more particularly to a kind of O&M method and servers.
Background technique
With the continuous development of Internet technology, the operation and maintenance of computer software and hardware system, i.e. information technology
(information technology, IT) O&M has become asking for all trades and professions and Information Services Department's common concern
Topic.Corresponding IT operation management is broadly actually the integrated pipe to bottom IT infrastructure, application service and business service
Reason.Pass through effective management to IT resource, it is ensured that the health and stability of IT service.
During IT O&M, operation maintenance personnel will often handle various events.Event refer to have occurred it is unconventional
Function situation including service request, influences customer service operation and failure, the alarm event of system operation etc..It is transported at present in IT
During dimension, IT operation management (information technology service management, ITSM) mechanism is mostly used
IT O&M process is managed.ITSM is that a set of help enterprise carries out effectively the planning of IT system, research and development, implementation and operation
The high quality method of management is IT infrastructure library (information technology infrastructure
Library, ITIL) core content.Incident management is responsible for solving all application alarm event, failure and user in ITSM
The management process of request.
Traditional ITSM incident management, concern focus on how assigning suitable event handling personnel, quick response
With the alarm event for solving reporting of user request or actively discovering, maximumlly restores to be interrupted or affected IT is serviced,
Influence of the reduction event to application often for the purpose of solving to characterize phenomenon, and does not lie in lookup basic reason.Meanwhile
ITIL promotes O&M quality by service management, service check function, from supervision flow processing, personnel checking-up etc. are many-sided.This
With regard to bringing a problem, the quick solution of event is often completed by O&M support staff together, is difficult quantization most of the time
Risk during people's working index and quantization O&M, can not provide foundation for O&M increased quality, influence IT O&M efficiency.
Summary of the invention
The embodiment of the present application provides a kind of O&M method, for during O&M server by the processing of object event
Request is sent to the first user equipment that first-line staff uses, and receives and pass through the transmission of the first user equipment by first-line staff
Reason carries out control to the whole process of IT O&M as a result, with first-line staff be responsible person during entire O&M.Due to whole
There is first-line staff to carry out control to progress during a O&M always, thus the efficiency of IT O&M can be improved.
In a first aspect, the embodiment of the present application provides a kind of O&M method, may include:
Server is obtained requests about the processing of object event, and the object event includes event of failure；
The server sends processing request to the first user equipment, which sets for what first-line staff used
It is standby；
The server receives the first processing result of first user equipment transmission；
If the failed processing of first processing result instruction, the server send the processing to second user equipment and ask
It asks, alternatively, sending processing request to third user equipment, wherein the second user equipment is the equipment that support personnel use,
The third user equipment is the equipment that three informant persons use, and the priority of the support personnel is lower than the priority of the first-line staff,
The priority of the three informant person is lower than the priority of the support personnel；
The server receives the second processing of first user equipment transmission as a result, the second processing result is second use
The processing result that family equipment or the third user equipment are sent to first user equipment.
Optionally, in some embodiments of the present application, the second processing result be the second user equipment to this first
The processing result that user equipment is sent, this method can also include:
If the failed processing of second processing result instruction, the server send the processing to the third user equipment and ask
It asks；
The server receives the third processing result of first user equipment transmission, which is third use
The processing result that family equipment is sent to first user equipment.
Optionally, in some embodiments of the present application, which obtains requests about the processing of object event, can be with
Include:
The server responds the operation of user, generates and requests about the processing of the object event；
Alternatively,
The server detects the object event, generates processing request.
Optionally, in some embodiments of the present application, this method can also include:
If first processing result instruction is successfully processed, which responds the operation of the first-line staff, and generation terminates
Instruction；
The server terminates the object event according to the END instruction.
Optionally, in some embodiments of the present application, this method can also include:
If the failed processing of first processing result instruction, the server receive that fourth user equipment sends the everywhere
Reason as a result, the fourth user equipment is the equipment that uses of the first-line staff, the current first-line staff of the fourth user equipment with should
The current first-line staff of first user equipment is different.
Second aspect, the embodiment of the present application also provides a kind of server, may include:
Acquiring unit, for obtaining the processing request about object event, the object event includes event of failure；
Transmission unit, for sending processing request to the first user equipment, which makes for first-line staff
Equipment；If the failed processing of first processing result instruction sends processing request to second user equipment, alternatively,
Processing request is sent to third user equipment, wherein the second user equipment is the equipment that support personnel use, which uses
Family equipment is the equipment that three informant persons use, and the priority of the support personnel is lower than the priority of the first-line staff, three informant
The priority of member is lower than the priority of the support personnel；
Receiving unit, for receiving the first processing result of first user equipment transmission；Receive first user equipment
The second processing of transmission is as a result, the second processing result is the second user equipment or the third user equipment first uses to this
The processing result that family equipment is sent.
Optionally, in some embodiments of the present application, the second processing result be the second user equipment to this first
The processing result that user equipment is sent,
The transmission unit is sent out if being also used to the failed processing of second processing result instruction to the third user equipment
The processing is given to request；
The receiving unit is also used to receive the third processing result of first user equipment transmission, the third processing result
The processing result sent for the third user equipment to first user equipment.
Optionally, in some embodiments of the present application,
The acquiring unit is generated and is requested about the processing of the object event specifically for responding the operation of user；
Alternatively,
The acquiring unit generates processing request specifically for detecting the object event.
Optionally, in some embodiments of the present application, which can also include:
Generation unit responds the operation of the first-line staff if being successfully processed for first processing result instruction, generates
END instruction；
Unit is terminated, for terminating the object event according to the END instruction.
Optionally, in some embodiments of the present application,
The receiving unit receives fourth user equipment if being also used to the failed processing of the first processing result instruction
The fourth process of transmission is as a result, the fourth user equipment is the equipment that the first-line staff uses, the fourth user equipment
Current first-line staff it is different from the current first-line staff of first user equipment.
The third aspect, the embodiment of the present application provide a kind of server, and the server includes: processor, memory；It is described
Memory is for storing instruction；The processor is used to execute the described instruction in the memory, so that the server is held
Row method as described in aforementioned first aspect and any optional implementation.
Fourth aspect, the embodiment of the present application provide a kind of computer program product, when run on a computer, so that
Computer executes the method as described in aforementioned first aspect and any optional implementation.
5th aspect, the embodiment of the present application provides a kind of computer storage medium, including instruction, when it is transported on computers
When row, so that computer executes the method as described in aforementioned first aspect and any optional implementation.
The computer storage medium may include: USB flash disk, mobile hard disk, read-only memory (read-only memory,
ROM), random access memory (random access memory, RAM), magnetic or disk etc. are various can store program
The medium of code.
As can be seen from the above technical solutions, the embodiment of the present application has the advantage that
During O&M, when server gets the processing request about object event, server asks the processing
It asks and is sent to the first user equipment that first-line staff uses, first-line staff handles the object event, and uses by first
Family equipment sends processing result to server, which is first-line staff to the first processing result of object event, two wires
Personnel by using second user equipment send second processing result or three informant persons by using third user equipment
The third processing result of transmission.It therefore deduces that, this programme is during O&M, first-line staff, support personnel and three informants
Member handles the object event.Wherein, by first-line staff as responsible person, to the treatment process of the object event carry out with
Track is conducive to carry out entire process flow unified control, to improve the treatment effeciency of object event.
Detailed description of the invention
Fig. 1 is one embodiment schematic diagram of O&M method in the embodiment of the present application；
Fig. 2 is one embodiment schematic diagram of server in the embodiment of the present application；
Fig. 3 is another embodiment schematic diagram of server in the embodiment of the present application；
Fig. 4 is another embodiment schematic diagram of server in the embodiment of the present application.
Specific embodiment
The research of expert and a large amount of management practices show in the life cycle of IT project, about 80% time and IT
Project in Operation maintenance is related, and the investment in the stage only accounts for the 20% of entire IT investment, form typically " technology high consumption ",
" light service, weight technology " phenomenon.The problem of this just illustrates, IT operation aspect, it is more not from technology, but carrys out Self management
Aspect.
At present during IT O&M, existing responsibility system processing mode is divided by group, in event handler procedure, is needed
Four class people are wanted to participate in, process manager, first-line staff, support personnel, three informant persons.Event process handles the event of being responsible for and solves process
In coordination and monitoring and event upgrading judgement and escalation process in it is specific execution or coordinate.First-line staff's conduct
The whole responsible person of event includes hotline support and on-site support personnel.It is responsible for receiving all events, creation event list is gone forward side by side
The preliminary record of row, the solution for keeping tracking, coordinating event.Two wires support staff has the technical skills in some field, is responsible for
The one insurmountable event of line support staff is further quickly and effectively analyzed, proposes solution to restore to take as early as possible
Business.Three informant persons are each service provider and device manufacturer, are further quickly had to an insurmountable event of line support staff
The analysis of effect.
It is all in the past that process shifts support personnel or three informant persons onto, just by support personnel or the responsible processing of three informant persons, but
Support personnel (business expert) and three informant persons (producer) are allowed for, are difficult to participate in real system O&M, it is contemplated that
With the core system of first-line staff's responsibility system, completion that can be faster more efficient, event handling task.One line responsible person possesses
Handle all the highest system permissions for the event of being responsible for.
Based on this, the embodiment of the present application provides a kind of O&M method, is used for during O&M, when server is got
When processing about object event is requested, processing request is sent to the first user equipment that first-line staff uses by server,
First-line staff handles the object event, and sends processing result, the processing knot to server by the first user equipment
Fruit be first-line staff to the first processing result of object event, support personnel by using second user equipment send second
Processing result or three informant persons by using the third processing result that sends of third user equipment.It therefore deduces that, we
Case is during O&M, using first-line staff as core responsible person, support personnel and three informant persons needed during O&M to
First-line staff feeds back, and carries out control to O&M process according to feedback result by first-line staff.Due to during O&M, one
Directly there is first-line staff to carry out control to O&M progress, thus the efficiency of O&M process can be improved.
It is below one embodiment schematic diagram of O&M method in the embodiment of the present application referring in particular to Fig. 1, Fig. 1, can wrap
It includes:
101, server is obtained requests about the processing of object event, and object event includes event of failure.
In the present embodiment, after IT project failure event, the server of O&M obtains the place about the event of failure
Reason request, the fault time become object event.Processing is requested for informing event of failure to monitor supervision platform or operation maintenance personnel,
Processing request can be divided into two classes, and the first kind is requirement from the user and request is accused in obstacle Shen, and server is used by response
The operation at family is generated and is requested about the processing of object event.Second class is the monitoring function that server passes through operation platform itself
It was found that all kinds of failures or exception, after server detects object event, generate corresponding processing and request.
102, server sends processing request to the first user equipment, and the first user equipment sets for what first-line staff used
It is standby.
In the present embodiment, after server manages request according to this, the classification of event of failure can be known according to processing request,
And corresponding first-line staff is selected according to classification.Such as it is common, event of failure can be divided into hardware fault and software fault.
It is corresponding, after the classification for confirming event of failure, the first-line staff to responsible hardware O&M or the first-line staff to responsible software
Send processing request.
Specifically, the event reported for subscriber phone, server to the personnel for receiving calls and being supported for the first time into
Row registration, and the personnel are set as to be responsible for the first-line staff of the event；For the thing reported by the monitoring system of operation platform
Part, server register the personnel of receiving a crime report, and the personnel of receiving a crime report are responsible for the first-line staff of the event, and first-line staff has a responsibility for ensuring
Event obtains effectively tracking and solving.
It should be noted that in certain circumstances, such as when all first-line staff are handling other work,
The case where there may be event ring unanswereds.In practical applications, a time threshold can be set.It is more than for above calling time
The event that the threshold value of setting is not answered also, by server according to current persons' configuring condition, voluntarily allocation processing is requested, by event
It is pushed to minimum one of task.Specific rules can be with are as follows: when the work of cut-in time+alarming assignment type configuration
It is long, calculate the power cut-off time.Power cut-off time nearest personnel are the minimum personnel of task, are received by the personnel
The event, so that the event task of guarantee is distributed.Wherein, the operating time of alarming assignment type configuration is server according to not
The reference work duration of same event type distribution.For example, corresponding hardware problem, sets the configuration work duration of 1 hour, it is soft
Part problem sets the configuration work duration etc. of 2 hours.
In addition, it should be noted that, in the present embodiment and subsequent embodiment, user equipment can be mobile phone, tablet computer,
Personal digital assistant (personal digital assistant, PDA), vehicle-mounted computer etc. are arbitrarily with the end of communication function
End.Server can be by mail, instant communication software, audio call or short when sending processing request to the first user equipment
The modes such as letter, specifically herein without limitation.
103, server receives the first processing result that the first user equipment is sent.
In the present embodiment, after processing request is sent to the first user equipment by server, the first-line staff is with reference to maintenance hand
Volume or knowledge base information handle to object event and send the first processing result to server by the first user equipment,
First processing result can be Mission Success processing or the instruction of processing failure.
If 104, the failed processing of the first processing result instruction, server sends processing request to second user equipment,
Alternatively, sending processing request to third user equipment.
In the present embodiment, if the failed processing of the first processing result instruction, i.e., first-line staff can not handle or handle mistake
It loses, then first-line staff selects suitable support personnel, and the mark of support personnel is added in the first processing result reported.Clothes
Device be engaged according to the mark received, corresponding support personnel are selected in operational system, and processing request is transmitted to second
User equipment, wherein second user equipment is the corresponding equipment of the support personnel.The mark can be personnel's name or personnel
Number etc., specifically, the specific information for inquiring counterpart personnel.
In addition, if the failed processing of the first processing result instruction, i.e. first-line staff can not handle or processing failure, if should
First-line staff judges that the object event can be handled directly by three informant persons, can add three in the first processing result reported
The communication mode of informant person.Processing request is sent to three informant persons and used by server according to the communication mode of three informant persons
Third user equipment, object event is handled by the three informant person.
Optionally, in a kind of mode in the cards, when first-line staff can not be handled or when processing failure, if this one
Informant person judges that the object event can be handled by other first-line staff in first-line staff team, can be in first reported
Addition is by the mark of the side of delivering first-line staff in processing result, and server is according to the corresponding communication party of the identifier lookup received
Processing request is given to by the fourth user equipment of the side of delivering first-line staff by formula.At this point, the person liable of the object event becomes
This is tracked and is solved by treatment process of the side of the delivering first-line staff to object event by the side of delivering first-line staff, by this.
105, server receives the second processing of the first user equipment transmission as a result, second processing result sets for second user
The processing result that standby or third user equipment is sent to the first user equipment.
In the present embodiment, support personnel should pass through telephone guidance, long-range or site disposal after being connected to processing request immediately.Place
During setting, support personnel should report disposition progress to the first-line staff for being responsible for the object event in time, answer shape after completing disposition
It is recorded at event handling.First-line staff should track in time and record disposition progress, and be responsible at the appointed time to relevant department
People's report.After event goes to support personnel by first-line staff, first-line staff is still the responsible person of the event process.When the target thing
When part is disposed by support personnel or can not be handled, first-line staff passes through the first user according to the disposition of support personnel
Equipment sends second processing result to server.
In addition, if server has directly transmitted processing request to three informant persons, after three informant persons are to object event processing,
Second processing result is sent to first-line staff, second processing result is sent to server by the first equipment by first-line staff.
It should be noted that first-line staff can be during support personnel's processing target event, it can be flow of event
Journey hands to other staff, can be given to other support personnel, unfettered.
Support personnel retain original right, and processing event submits to processing people etc. in next step, but not as responsible
People, that is, event promote, solve the time limit, by the first-line staff's control for being responsible for the object event.
If 106, second processing result is the processing result that second user equipment is sent to the first user equipment, and at second
The failed processing of result instruction is managed, then server sends processing request to third user equipment, and third user equipment is three informants
The equipment that member uses.
In the present embodiment, if the failed processing of second processing result instruction, i.e., support personnel can not handle or handle mistake
When losing.In the case where needing to seek third-party situation, according to object event actual treatment situation, each free first-line staff and two informants
Member supports to find respective vendor.Corresponding supplier's employee, as three informant persons.First-line staff is in sent to server
In two processing results, the mark or communication mode of corresponding three informant person are added, server is in operation platform according to the mark
Know and select corresponding three informant person, and processing request is transmitted to the three informant person, the object event is carried out by three informant persons
It is further processed.
Optionally, in one possible implementation, if support personnel can not handle or when processing failure, two informants
Event request can be transmitted to the third user equipment that three informant persons use by second user equipment by member, and to an informant
The mark of three informant persons is added in the processing result that member sends, first-line staff needs received processing result passing through the first user
Equipment is sent to server.Server registers processing result and event handling personal information.
Optionally, in one possible implementation, if first processing result instruction is successfully processed, alternatively, if
The second processing result instruction is successfully processed, alternatively, if third processing result instruction is successfully processed, server response
The operation of the first-line staff generates END instruction.
In the present embodiment, in object event treatment process, when the processing result instruction of object event is successfully processed, i.e. mesh
When the failure of mark event is eliminated, the first-line staff for being responsible for the object event reports event to server by the first user equipment
It handles successfully, which is the first processing result, second processing result and/or third processing result.It is corresponding, server
END instruction is generated, is confirmed according to the END instruction and closes the object event, and save the processing result information of object event.
Optionally, in support personnel or three informant persons in the treatment process for carrying out object event, first-line staff can be with
The personnel of processing target event are replaced as needed, and corresponding result is sent to service by the first user equipment
Device.
In the present embodiment, first-line staff has the highest authority for handling the object event during processing can basis
Feedback result replaces personnel, but object event tracking and solve progress still carried out by the first-line staff it is responsible.
As can be seen from the above technical solutions, the embodiment of the present application has the advantage that
During O&M, when server obtains the processing request about object event, server requests the processing
It is sent to the first user equipment that first-line staff uses, first-line staff handles the object event, and passes through the first user
Equipment sends processing result to server, which is first processing result of the first-line staff to object event, two informants
Member by using second user equipment send second processing result or three informant persons by using third user equipment hair
The third processing result sent.It therefore deduces that, this programme is during O&M, first-line staff, support personnel and three informant persons
The object event is handled.Wherein, by first-line staff as responsible person, to the treatment process of the object event carry out with
Track is conducive to carry out entire process flow unified control, to improve the treatment effeciency of object event.
Referring in particular to Fig. 2, Fig. 2 is one embodiment schematic diagram of server in the embodiment of the present application, may include:
Acquiring unit 201, for obtaining the processing request about object event, which includes event of failure；
Transmission unit 202, for sending processing request to the first user equipment, which is first-line staff
The equipment used；If the failed processing of first processing result instruction, processing request is sent to second user equipment, or
Person sends processing request to third user equipment, wherein the second user equipment is the equipment that uses of support personnel, this
Three user equipmenies are the equipment that three informant persons use, and the priority of the support personnel is lower than the priority of the first-line staff, this three
The priority of informant person is lower than the priority of the support personnel；
Receiving unit 203, for receiving the first processing result of first user equipment transmission；First user is received to set
Second processing that preparation is sent as a result, the second processing result be the second user equipment or the third user equipment to this first
The processing result that user equipment is sent.
Optionally, in some embodiments of the present application, the second processing result be the second user equipment to this first
The processing result that user equipment is sent,
Transmission unit 202 is sent out if being also used to the failed processing of second processing result instruction to the third user equipment
The processing is given to request；
Receiving unit 203 is also used to receive the third processing result of first user equipment transmission, the third processing result
The processing result sent for the third user equipment to first user equipment.
Optionally, in some embodiments of the present application,
Acquiring unit 201 is generated and is requested about the processing of the object event specifically for responding the operation of user；
Alternatively,
Acquiring unit 201 generates processing request specifically for detecting the object event.
It optionally, is server in the embodiment of the present application referring in particular to Fig. 3, Fig. 3 in some embodiments of the present application
Another embodiment schematic diagram, the server can also include:
Generation unit 204 responds the operation of the first-line staff if being successfully processed for first processing result instruction,
Generate END instruction；
Unit 205 is terminated, for terminating the object event according to the END instruction.
Optionally, in some embodiments of the present application,
Receiving unit 203 receives fourth user equipment hair if being also used to the failed processing of first processing result instruction
For the fourth process sent as a result, the fourth user equipment is the equipment that the first-line staff uses, working as the fourth user equipment is previous
Informant person is different from the current first-line staff of first user equipment.
A kind of server is also provided in the embodiment of the present application, is server in the embodiment of the present application referring in particular to Fig. 4, Fig. 4
Another embodiment schematic diagram, the server may include:
Processor 401, memory 402 and I/O unit 403；
I/O unit 403, for receiving or sending instruction；
Memory 402, for storing instruction；
Processor 401, for executing the described instruction in the memory 402, so that the server is executed as aforementioned
Method described in embodiment illustrated in fig. 1 and any optional implementation.
The embodiment of the present application provides a kind of computer program product, when run on a computer, so that computer is held
Method described in capable embodiment as illustrated in the foregoing fig. 1 and any optional implementation.
The embodiment of the present application provides a kind of computer storage medium, including instruction, when run on a computer, so that
Computer executes method described in embodiment as illustrated in the foregoing fig. 1 and any optional implementation.
The computer storage medium may include: USB flash disk, mobile hard disk, read-only memory, random access memory, magnetic disk
Or the various media that can store program code such as CD.
It is apparent to those skilled in the art that for convenience and simplicity of description, the system of foregoing description,
The specific work process of device and unit, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
In several embodiments provided herein, it should be understood that disclosed system, device and method can be with
It realizes by another way.For example, the apparatus embodiments described above are merely exemplary, for example, the unit
It divides, only a kind of logical function partition, there may be another division manner in actual implementation, such as multiple units or components
It can be combined or can be integrated into another system, or some features can be ignored or not executed.Another point, it is shown or
The mutual coupling, direct-coupling or communication connection discussed can be through some interfaces, the indirect coupling of device or unit
It closes or communicates to connect, can be electrical property, mechanical or other forms.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.It can select some or all of unit therein according to the actual needs to realize the mesh of this embodiment scheme
's.
It, can also be in addition, each functional unit in each embodiment of the application can integrate in one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated unit is realized in the form of SFU software functional unit and sells or use as independent product
When, it can store in a computer readable storage medium.Based on this understanding, the technical solution of the application is substantially
The all or part of the part that contributes to existing technology or the technical solution can body in the form of software products in other words
Reveal and, which is stored in a storage medium, including some instructions are with so that a computer is set
Standby (can be personal computer, server or the network equipment etc.) executes the whole of each embodiment the method for the application
Or part steps.And storage medium above-mentioned include: USB flash disk, mobile hard disk, read-only memory, random access memory, magnetic disk or
The various media that can store program code such as person's CD.
The above, above embodiments are only to illustrate the technical solution of the application, rather than its limitations；Although referring to before
Embodiment is stated the application is described in detail, those skilled in the art should understand that: it still can be to preceding
Technical solution documented by each embodiment is stated to modify or equivalent replacement of some of the technical features；And these
It modifies or replaces, the spirit and scope of each embodiment technical solution of the application that it does not separate the essence of the corresponding technical solution.
Claims (10)
1. a kind of O&M method characterized by comprising
Server is obtained requests about the processing of object event, and the object event includes event of failure；
The server sends the processing request to the first user equipment, and first user equipment is what first-line staff used
Equipment；
The server receives the first processing result that first user equipment is sent；
If the failed processing of the first processing result instruction, the server send the processing to second user equipment and ask
It asks, alternatively, sending the processing request to third user equipment, wherein the second user equipment is what support personnel used
Equipment, the third user equipment are the equipment that three informant persons use, and the priority of the support personnel is lower than an informant
The priority of member, the priority of the three informant person are lower than the priority of the support personnel；
The server receives the second processing that first user equipment is sent as a result, the second processing result is described the
The processing result that two user equipmenies or the third user equipment are sent to first user equipment.
2. the method according to claim 1, wherein the second processing result be the second user equipment to
The processing result that first user equipment is sent, the method also includes:
If the failed processing of second processing result instruction, the server send the place to the third user equipment
Reason request；
The server receives the third processing result that first user equipment is sent, and the third processing result is described the
The processing result that three user equipmenies are sent to first user equipment.
3. being asked the method according to claim 1, wherein the server is obtained about the processing of object event
It asks, comprising:
The operation of the server response user, generates and requests about the processing of the object event；
Alternatively,
The server detects the object event, generates the processing request.
4. according to the method in any one of claims 1 to 3, which is characterized in that the method also includes:
If the first processing result instruction is successfully processed, the server responds the operation of the first-line staff, generates knot
Shu Zhiling；
The server terminates the object event according to the END instruction.
5. according to the method in any one of claims 1 to 3, which is characterized in that the method also includes:
If the failed processing of first processing result instruction, the server receive that fourth user equipment sends the everywhere
For reason as a result, the fourth user equipment is the equipment that the first-line staff uses, the fourth user equipment works as previous informant
Member is different from the current first-line staff of first user equipment.
6. a kind of server characterized by comprising
Acquiring unit, for obtaining the processing request about object event, the object event includes event of failure；
Transmission unit, for sending the processing request to the first user equipment, first user equipment makes for first-line staff
Equipment；If the failed processing of the first processing result instruction, the processing request is sent to second user equipment, or
Person sends the processing request to third user equipment, wherein and the second user equipment is the equipment that support personnel use,
The third user equipment is the equipment that three informant persons use, and the priority of the support personnel is excellent lower than the first-line staff
First grade, the priority of the three informant person are lower than the priority of the support personnel；
Receiving unit, the first processing result sent for receiving first user equipment；Receive first user equipment
The second processing of transmission is as a result, the second processing result is the second user equipment or the third user equipment to institute
State the processing result of the first user equipment transmission.
7. server according to claim 6, which is characterized in that the second processing result is the second user equipment
The processing result sent to first user equipment,
The transmission unit, if the failed processing of second processing result instruction is also used to, to the third user equipment
Send the processing request；
The receiving unit is also used to receive the third processing result that first user equipment is sent, the third processing knot
Fruit is the processing result that the third user equipment is sent to first user equipment.
8. server according to claim 6, which is characterized in that
The acquiring unit is generated and is requested about the processing of the object event specifically for responding the operation of user；
Alternatively,
The acquiring unit generates the processing request specifically for detecting the object event.
9. the server according to any one of claim 6 to 8, which is characterized in that the server further include:
Generation unit responds the operation of the first-line staff if being successfully processed for first processing result instruction, generates
END instruction；
Unit is terminated, for terminating the object event according to the END instruction.
10. the server according to any one of claim 6 to 8, which is characterized in that
The receiving unit receives fourth user equipment hair if being also used to the failed processing of the first processing result instruction
The fourth process sent as a result, the fourth user equipment is the equipment that the first-line staff uses, the fourth user equipment
Current first-line staff is different from the current first-line staff of first user equipment.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201810948362.1A CN109102256A (en) | 2018-08-20 | 2018-08-20 | A kind of O&M method and server |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810948362.1A CN109102256A (en) | 2018-08-20 | 2018-08-20 | A kind of O&M method and server |
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| CN109102256A true CN109102256A (en) | 2018-12-28 |
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| CN201810948362.1A Withdrawn CN109102256A (en) | 2018-08-20 | 2018-08-20 | A kind of O&M method and server |
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