CN110738459A - quick fault reporting and automatic work order circulation system - Google Patents
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Abstract
The invention relates to an rapid fault reporting and automatic work order circulation system which comprises a fault reporting module, a work order generating module, a work order issuing module, a work order processing module, a work order storing module and a report generating module, wherein the fault reporting module is used for performing fault reporting to a server when a fault occurs, the work order generating module is used for performing centralized management on fault reporting information and generating work orders of respective types, the work order issuing module is used for issuing work orders to be processed to corresponding responsible persons, the work order processing module is used for storing detailed processing information, collecting related personnel evaluation and feeding back the evaluation to a superior leader for auditing, the work order storing module is used for performing structured storage on the work orders after auditing, and the report generating module is used for displaying all data in a unified report form.
Description
Technical Field
The invention relates to the field of informatization management support, in particular to an rapid fault declaration and automatic work order circulation system.
Background
The information of hospitals is rapidly upgraded in recent years, the hospital-level and department-level software services increase the service of patients, the difficulty of information management of hospitals is increased, information problems are caused by the software services, hardware support, environment support and the like, the information operation maintenance and treatment are more and more complicated, the local definition cannot improve the fuzziness of the overall problem, and the problem of only processing the problem is often caused.
An effective solution to the problems in the related art has not been proposed yet.
Disclosure of Invention
Aiming at the technical problems in the related art, the invention provides rapid fault declaring and automatic work order circulation systems, which can rapidly and intelligently establish work orders, effectively manage and evaluate the execution of the work orders, and continuously perfect a knowledge base through the work order system.
In order to achieve the technical purpose, the technical scheme of the invention is realized as follows:
quick fault declaring and automatic work order circulation system, comprising:
the fault reporting module is used for reporting the fault to the server side when the fault occurs;
the work order generation module is used for carrying out centralized management on the barrier information and generating work orders of respective types;
the work order issuing module is used for issuing the work orders to be processed to the corresponding responsible person;
the work order processing module is used for storing detailed processing information, collecting related personnel evaluation and feeding back the evaluation to the superior leader for auditing;
the work order storage module is used for performing structured storage on the checked work orders;
and the report generation module is used for showing all data in a report form of the system .
And , reporting the fault to the IT server through the telephone fault report, the mobile phone code scanning fault report and the software entry fault report when the fault occurs.
And , the barrier information comprises demand, bug and alarm information.
And , distinguishing the demand, bug and alarm information by a voice semantic recognition technology and generating a work order.
And , after the work order is generated, judging the level of the work order according to the key semantics, and performing priority processing and sequencing on the content with the great influence.
And , the work order issuing module automatically matches the corresponding responsible person for processing through multi-dimensional comparison.
And , the multidimensional comparison comprises work content comparison, duty shift table comparison and workload load comparison.
And , the detailed processing information is signed by field personnel, shot by field and retrieved and stored by field data, and the evaluation of related personnel comprises the evaluation of declaration personnel and supervisor personnel.
, the excellent fault scenario and implementation of the detailed processing information is incorporated into the knowledge base to help the reference of the subsequent fault processing.
And , the report generation module comprises a data mining function, a drilling-up and drilling-down function and a transverse data analysis function for the report.
The invention has the beneficial effects that: the work order can be established quickly and intelligently, the work order execution can be managed and evaluated effectively, and the knowledge base is perfected continuously through the work order system, so that convenience is brought to subsequent work order processing.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings needed in the embodiments will be briefly described below, and it is obvious that the drawings in the following description are only embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings without creative efforts.
Fig. 1 is a block diagram illustrating an rapid fault reporting and automation work order circulation system according to an embodiment of the present invention.
Fig. 2 is a block flow diagram of modules according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be described clearly and completely with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only partial embodiments of the present invention , rather than all embodiments.
As shown in fig. 1-2, an fast failure declaration and automatic work order circulation system according to an embodiment of the present invention includes:
the fault reporting module is used for reporting the fault to the server side when the fault occurs;
the work order generation module is used for carrying out centralized management on the requirements, the bug and the alarm information to generate respective types of work orders;
the work order issuing module automatically generates and dispatches a work order to corresponding responsible personnel through semantic learning, and periodically calls monitoring polling through tasks;
the work order processing module completes the management of the processing process, continuously collects rich knowledge information and improves the work order processing efficiency through work order evaluation management;
the work order storage module is used for accumulatively storing the finished work orders and structurally storing data;
the report generation module is used for inquiring, finding and positioning informationized problems through a large report, namely the system , so that the informationization is managed from the information global angle, and the headache and foot pain management of the headache and foot pain management is not performed any more.
in the preferred embodiment, when a fault occurs, the fault can be reported to the IT service end through multiple modes of telephone report barrier, mobile phone code scanning report barrier, software entry report barrier, etc., the telephone can carry out fault report record through a screen flipping system and an automatic voice system, and through voice recognition and semantic recognition technology, the text content of the report record is structured, semantic keywords are extracted, the work order to be processed is automatically generated according to the matching of the keywords and the keywords of the work order service system configured in advance, the level of the work order is judged according to the key semantics, the processing of important content is prioritized, after the work order is generated, an automatic matching responsible processing engineer is provided (through multi-dimensional matching of work content comparison/duty wheel table comparison/workload load comparison, etc.), and the report keywords and the work order keywords are utilized to match the relevant content of the knowledge base, so as to provide detailed solution prompt for the work order processing, after the engineer finishes processing, the fault processing scheme and implementation mode must be detailed and handed over to the sign personnel, and the fault processing scheme and the follow-up is incorporated into the work order to help the follow-up work order.
In preferred embodiment, if multiple engineers meet the matching condition, they are issued to the matching engineers at the same time and processed by response engineers, for those which do not arrive at the site within the processing time required by the system according to the priority, the system automatically notifies the responsible engineers to process by means of voice recording telephone dialing, notification information issuing, etc., and when the time does not arrive at the site in more than 2 rounds of system, the system gives an alarm in the above manner and notifies the responsible leaders in the same manner, the leaders can avoid affecting the whole service (service desk change, change processor, etc.) in other manners, in preferred embodiment, for example, engineers can not solve the reported fault independently or the fault should be handed over to other departments except the information room (for example, the backoffice solves the problem of water and electricity, etc.), and the work orders should be handed over by the related transfer and relay functions.
In another preferred embodiment of , the process of the present invention is as follows:
the method comprises the steps of triggering a scene, reporting a software bug (a reporting process comprises voice recognition, screenshot and the like, or adding a pre-structured semantic analysis module to automatically form a work order by distinguishing a reported bug or a requirement), reporting a software technical requirement (the same time), reporting early warning and reporting of key link monitoring software such as a server, a network, a database, a dynamic ring and the like, alarming and reporting, issuing a work order, directly forming a processed work order and issuing the processed work order to a responsible person through a standard interface (such as information comprising an event name, a fault or an alarm position), voice recognition and translation + semantic recognition big data learning, comparing the processed work order with information such as an event class library, a responsible person scheduling, a service directory accountability determination, a knowledge base processing opinion and the like and a data table, setting a scheduled issuing task to monitoring class software (equipment monitoring, network monitoring, dynamic ring monitoring and the like), collecting a photographing report in a time period, polling a working order is performed, and making a work order processing scene, after the work order processing, storing detailed processing information, storing the report in a field personnel signature, feeding, a field leadership, storing the report in a year-on-year-round, a year-off date report, and completing a month analysis of the report, and a month-based on-reporting report, and a month-time-reporting report-on-year-on-month-year-and a report-year report, and-year
In order to facilitate understanding of the above-described technical aspects of the present invention, the above-described technical aspects of the present invention will be described in detail below in terms of specific usage.
In times of specific use, taking the Beijing XX hospital as an example, the HIS system has problems, which leads to the common slow response of software service in the course of clinical diagnosis, and the departments report the fault to the console by telephone, code scanning voice, system screenshot and the like.
The console confirms the fault problem through a voice semantic recognition technology, combines the fault work orders with source sources, sends the fault work orders to the service desk, marks the emergency situation, marks the problem influence range of the HIS system as the optimal treatment because the problem influence range is very large, and sends the work orders to the most appropriate engineer for treatment through multi-dimensional matching such as work content comparison, duty shift table comparison, workload load comparison and the like.
Meanwhile, the work order also integrates rich knowledge base resources, and sends a knowledge base prompt to the processing engineer for reference.
After the engineer has processed the system problem, the engineer is required to fill in the processing condition and implementation steps of the work order in detail. If common problems can be filled in by directly referring to the content of the knowledge base, if the problems are not common, the problems need to be filled in manually, and after the treatment is completed, the work order is handed to field department personnel for signature confirmation so as to stabilize the treatment time point.
The engineer leader receives the work order feedback, reviews the process and the processing implementation method, and completes the work order after new valuable information is merged into the knowledge base system.
The flow ends.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (10)
1, kinds of quick fault declare and automatic work order circulation system, its characterized in that includes:
the fault reporting module is used for reporting the fault to the server side when the fault occurs;
the work order generation module is used for carrying out centralized management on the barrier information and generating work orders of respective types;
the work order issuing module is used for issuing the work orders to be processed to the corresponding responsible person;
the work order processing module is used for storing detailed processing information, collecting related personnel evaluation and feeding back the evaluation to the superior leader for auditing;
the work order storage module is used for performing structured storage on the checked work orders;
and the report generation module is used for showing all data in a report form of the system .
2. The rapid failure declaration and automated work order circulation system of claim 1, wherein when a failure occurs, the failure declaration can be made to the IT server through a phone barrier, a mobile phone code-scanning barrier, and a software entry barrier.
3. The rapid fault declaring and automation work order circulation system of claim 2, wherein the failure information includes demand, bug and alarm information.
4. The rapid fault declaring and automatic work order circulation system according to claim 3, wherein the requirements, bug and alarm information are resolved by speech semantic recognition technology and a work order is generated.
5. The kind of rapid failure declaration and automatic work order circulation system of claim 4, wherein after the work order is generated, the work order level is judged according to the key semantics, and the content with serious influence is prioritized.
6. The rapid fault declaration and automated work order circulation system of claim 5, wherein the work order issuance module automatically matches the responsible persons through multi-dimensional comparison.
7. The rapid fault declaring and automated work order flow system of claim 6, wherein the multi-dimensional comparison comprises a work content comparison, a duty shift table comparison, and a workload load comparison.
8. The rapid fault declaring and automatic work order circulation system according to claim 7, wherein the detailed processing information is stored by field personnel signature, field photograph and field data retrieval, and the related personnel evaluation comprises evaluation of declaring personnel and supervisor personnel.
9. The rapid fault declaration and automated work order circulation system of claim 8, wherein superior fault scenarios and implementations of the detailed processing information are incorporated into a knowledge base to help reference subsequent fault handling.
10. The rapid fault declaring and automation work order circulation system according to claim 9, wherein the report generation module includes data mining, drill-in and drill-out, and transverse data analysis functions for reports.
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112507092A (en) * | 2020-12-03 | 2021-03-16 | 北京智齿博创科技有限公司 | Implementation method for completing work order intelligent filling function based on AI text robot |
| CN112702196A (en) * | 2020-12-18 | 2021-04-23 | 上海中通吉网络技术有限公司 | Automatic fault processing method and system |
| CN117094680A (en) * | 2023-09-05 | 2023-11-21 | 北京金信融通科技有限公司 | Network fault reporting and intelligent dispatching system |
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