CN111177428A - Method and related device for processing business exception - Google Patents
Method and related device for processing business exception Download PDFInfo
- Publication number
- CN111177428A CN111177428A CN201811341258.2A CN201811341258A CN111177428A CN 111177428 A CN111177428 A CN 111177428A CN 201811341258 A CN201811341258 A CN 201811341258A CN 111177428 A CN111177428 A CN 111177428A
- Authority
- CN
- China
- Prior art keywords
- work order
- abnormal
- service
- user
- log information
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/0766—Error or fault reporting or storing
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/0766—Error or fault reporting or storing
- G06F11/0787—Storage of error reports, e.g. persistent data storage, storage using memory protection
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
- Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
- Y02P90/30—Computing systems specially adapted for manufacturing
Abstract
The application discloses a method for processing service exception, which comprises the following steps: the work order system receives a work order application from a user, wherein the work order application comprises client log information of abnormal services; saving client log information in the work order application, and generating a first work order based on the work order application; allocating the first work order to an exception handler; and receiving a log query request of the exception handling personnel to the first work order, acquiring client log information of the exception service and sending the client log information to the exception handling personnel. By the method, the efficiency of the exception handling personnel in handling the business exception encountered by the user can be improved well. The application also provides a business exception handling device, a work order system and a storage device.
Description
Technical Field
The present application relates to the field of service systems, and in particular, to a method and a related device for processing a service exception.
Background
The service system is realized by connecting a service process in series, the fault is timely found and solved, and the service system is an important index of maintainability and can ensure good user experience. In the process of the user doing business in the business system, the reasons for the occurrence of business abnormality are of various types, and in the process of the customer service staff solving the abnormality for the user, the customer service staff often cannot help the user to solve the problem because of some reasons which cannot be known based on the system background, or the efficiency of the customer service staff for processing the user problem is reduced. There is therefore a need for a solution to the above-mentioned technical problem.
Disclosure of Invention
The technical problem mainly solved by the application is to provide a method and a related device for processing business abnormity, which can quickly solve the business abnormity submitted by a user.
In order to solve the above technical problem, a first aspect of the present application provides a method for processing a service exception, where the method includes:
the work order system receives a work order application from a user, wherein the work order application comprises client log information of abnormal services;
saving client log information in the work order application, and generating a first work order based on the work order application;
assigning the first work order to an exception handler;
and receiving a log query request of an abnormal handling personnel to the first work order, acquiring client log information of the abnormal service and sending the client log information to the abnormal handling personnel.
In order to solve the above technical problem, a second aspect of the present application provides a service exception handling apparatus, including:
the system comprises a first receiving module, a second receiving module and a processing module, wherein the first receiving module is used for receiving a work order application from a user, and the work order application comprises client log information of abnormal services;
the generating module is used for storing client log information in the work order application and generating a first work order based on the work order application;
the allocation module is used for allocating the first work order to the exception handling personnel;
and the second receiving module is used for receiving a log query request of an abnormal handling worker for the first work order, acquiring client log information of the abnormal service and sending the client log information to the abnormal handling worker.
In order to solve the above technical problem, a third aspect of the present application provides a work order system, which includes a communication circuit, a memory, and a processor, wherein the communication circuit and the memory are both coupled to the processor;
the processor is used for operating the program data stored by the memory so as to combine the communication circuit to execute the processing method of the service exception.
In order to solve the above technical problem, a fourth aspect of the present application provides a storage device, where the storage device stores program data capable of being executed by a processor, and the program data is used to implement the method for handling the service exception as described above.
In the scheme, a work order application comprising client log information of abnormal business is received, then the client log information in the work order application is stored, a first work order is generated, and the first work order is distributed to abnormal handling personnel; after receiving the log query request of the abnormal handling personnel to the first work order, the log information of the client side of the abnormal service is obtained and sent to the abnormal handling personnel, so that the abnormal handling personnel can be helped to quickly handle the first work order, and the efficiency of the abnormal handling personnel in handling the abnormal service of the client side is improved.
Drawings
Fig. 1 is a schematic flowchart of an embodiment of a method for processing a service exception according to the present application;
fig. 2 is a schematic flow chart of a method for handling a service exception according to another embodiment of the present application;
FIG. 3 is a flow chart illustrating a method for handling traffic anomalies according to another embodiment of the present application;
fig. 4 is a schematic structural diagram of a service exception handling apparatus according to an embodiment of the present application;
FIG. 5 is a schematic block diagram of a work order system according to an embodiment of the present disclosure;
FIG. 6 is a schematic structural diagram of an embodiment of a memory device according to the present application.
Detailed Description
The following describes in detail the embodiments of the present application with reference to the drawings attached hereto.
In the following description, for purposes of explanation and not limitation, specific details are set forth such as particular system structures, interfaces, techniques, etc. in order to provide a thorough understanding of the present application.
The terms "first" and "second" in this application are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. In the description of the present application, "a plurality" means at least two, e.g., two, three, etc., unless explicitly specifically defined otherwise. Furthermore, the terms "include" and "have," as well as any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those steps or elements listed, but may alternatively include other steps or elements not listed, or inherent to such process, method, article, or apparatus. While the term "and/or" is merely one type of association that describes an associated object, it means that there may be three types of relationships, e.g., a and/or B, which may mean: a exists alone, A and B exist simultaneously, and B exists alone. In addition, the character "/" herein generally indicates that the former and latter related objects are in an "or" relationship. "poly" as referred to herein is greater than or equal to two.
Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.
Referring to fig. 1, fig. 1 is a schematic flow chart of a method for processing a service exception according to an embodiment of the present application.
S110: the work order system receives a work order application from a user.
The work order application comprises client log information of abnormal services.
When a user uses a client to process a certain service and encounters an abnormal service, namely, the abnormal service occurs, the user needs to seek the help of customer service staff at the moment. Before seeking help of customer service personnel, a user firstly submits a work order application to a work order system through a client based on a network; or the user submits the work order application to the work order system based on the network when seeking the help of the customer service staff and obtaining the log information of the client required by the customer service staff feedback. It can be understood that the user may also submit the work order application to the work order system through other programs in other terminal devices or in other manners, where the programs in other terminal devices refer to programs that can communicate or interact with the work order system or the customer service system.
The client refers to a program or a plug-in for providing local services for the client. The abnormal service refers to a situation that a service flow is different from a preset service flow, or a certain service cannot be completed through the preset flow.
Further, the client log information includes multimedia data of a client log recording abnormal traffic. In the current embodiment, the client log may be data generated by a user through a client with abnormal service to reproduce abnormal service, and the data generated by the client records key operations. The multimedia data includes images and/or video. Specifically, the image may be a screenshot of a service scene or a photographing record of an abnormal service scene, and the video may be a video for recording the abnormal service scene.
It can be understood that the work order application may further include other related information, and specifically includes at least one of the category of the service abnormality selected by the user, the text description of the abnormal service remark by the user, the attribute information of the client, the attribute information of the terminal device corresponding to the client, and the basic information of the abnormal service.
The work order system is an execution main body of the business exception handling method and is used for recording, handling and tracking the completion condition of at least one work. In the present embodiment, the work order system may specifically refer to a system for processing a work order proposed by a user for processing a business anomaly.
S120: and saving the client log information in the work order application, and generating a first work order based on the work order application.
And after receiving the work order application of the user, the work order system stores the client log information in the work order application. In the present embodiment, the client log information is saved in the service exception handling apparatus.
It is understood that in other embodiments, the client log information may be recorded and uploaded by the terminal device corresponding to the client or other terminal devices, and then stored in other devices or storage areas that can communicate with the work order system.
And generating a first work order based on the work order application while saving the client log information in the work order application. Specifically, the first work order is for distribution to the exception handler, and the first work order is associated with at least client log information. It will be appreciated that in other embodiments, the first work order associates both client log information and server log information.
Wherein, include at least in the first work order: basic information of abnormal business and attribute information of the client. It will be appreciated that other content, such as the work order number, may also be included in the first work order. The method is used for counting the number of work orders and the effective workload of the exception handling personnel. The exception handler refers to a person for handling an exception service submitted by a user. In the current embodiment, the exception handling personnel can be divided into exception handling personnel in a working state and exception handling personnel in an idle state according to whether the exception handling personnel are in the working state, and can be divided into handling personnel in multiple specialties according to the problem which is processed by the exception handling personnel in a good condition, such as hardware type, software type, relevant registration application flow and the like.
S130: the first work order is assigned to an exception handler.
After the first work order is generated, the first work order is distributed to the exception handling personnel, so that the exception handling personnel can handle the exception problems encountered by the user in the business process, and help is provided for the user. Specifically, the allocation principle of the first work order may be allocation according to whether the exception handling personnel is in an idle state. Of course, when the first work order is allocated, the allocation is also performed based on the type of the business abnormality determined by the user, so that the first work order can be allocated to the abnormality processing personnel of the corresponding type according to the type of the business abnormality encountered by the user.
Such as: when the exception category included in the work order application is a general registration process problem, the current first work order may be allocated to an exception handler dedicated to handling the user registration issue, and when the exception category included in the work order application is a software exception problem, the first work order may be correspondingly allocated to a software exception handler. When the abnormality category included in the work order application is that the terminal model of the user cannot operate according to the preset flow of the system, the first work order is distributed to the abnormality processing personnel of the system structure category. It is to be appreciated that in other embodiments, any other type of allocation principle may be referenced in making the first work order allocation.
In another embodiment, when the user does not know the approximate type of the business anomaly when applying the work order, or does not classify the business anomaly, the type of the business anomaly is preliminarily determined based on the description of the business anomaly provided by the user when generating the first work order, so that when the first work order is generated, the type of the business anomaly obtained by the preliminary determination is put into the information included in the first work order, and is distributed to the corresponding anomaly handling personnel according to the type of the business anomaly preliminarily determined when the first work order is distributed to the anomaly handling personnel. The types of the abnormal services are judged in advance, and then the abnormal services are distributed according to the types of the abnormal services, so that an abnormality handler who is good at handling the abnormal services can handle the abnormal services, the efficiency of handling the first work order can be improved, and the efficiency of handling the abnormal services of the user is improved.
S140: and receiving a log query request of the exception handling personnel to the first work order, acquiring client log information of the exception service and sending the client log information to the exception handling personnel.
After the exception handler receives the first work order, client log information associated with the first work order is queried based on the first work order. Specifically, a log query request for the first work order is sent over a network or otherwise. In the present embodiment, the first work order request is sent to the work order system and responded to by the work order system. It is understood that in other embodiments, the query request may also be sent to the transit processing device, sent to the work order system for query through the transit processing device, or queried by itself. The transfer processing equipment is specially used for processing the log query request of the first work order from the exception handling personnel, can directly access the work order system, and can also query the client log information corresponding to the first work order.
The method for processing the business abnormity, provided by the application, can be used for receiving the work order application comprising the client log information, then generating the first work order based on the work order application and distributing the first work order to the abnormity processing personnel, and when the abnormity processing personnel cannot help the client to solve the business abnormity according to the content of the first work order, sending a log query request for the first work order to the work order system. After receiving a log query request for a first work order, the work order system acquires client log information of an abnormal service and sends the client log information to an abnormality processing person, so that when the abnormality processing person processes the service abnormality, the abnormality processing person can simultaneously judge whether the service abnormality is related to the client based on the client log information, especially when the service abnormality is caused by a problem occurring at the client, the abnormality cause can be quickly found out and solved, and the efficiency of processing the service abnormality is improved.
Referring to fig. 2, fig. 2 is a schematic flow chart illustrating a method for handling a service exception according to another embodiment of the present application. In the present embodiment, before receiving the work order application from the user, the method provided by the present application further includes:
s201: and receiving the problem of abnormal business submitted by the user.
When a user processes a certain service through a client and an abnormal service occurs, the user submits the abnormal service to a work order system or any other system which can be communicated with the work order system. Specifically, other systems may include: a customer service system. The customer service system is a system that is distinct from, but can communicate with, the work order system. The problem of abnormal service submitted by the user at least comprises the following steps: the name of the service, the flow step to which the service is carried out, the type of the terminal corresponding to the client, and the like. And the user submits the problem of the abnormal service to the work order system through the network.
Further, in an embodiment, when the user submits the abnormal service problem to the customer service system, the receiving the abnormal service problem submitted by the user includes: and receiving the abnormal service sent by the customer service system. Wherein the problem of abnormal traffic is fed back to the customer service system by the user.
Further, in other embodiments, since most users are non-professional personnel, the problem caused by the abnormal service cannot be accurately judged. Therefore, the system can provide navigation service for problem early diagnosis for the user, so that the user can more accurately submit the encountered abnormal business problems to the work order system. The navigation service of early diagnosis provided by the system is the navigation service of early diagnosis set according to the empirical data obtained by calculation of big data.
S202: and acquiring a server log of the abnormal service, and judging whether the problem can be solved based on the server log.
If not, go to step S203: and feeding back a self-service application prompt to the user so as to inform the user of sending the work order application.
If yes, go to step S204: and generating a second type of work order based on the problem of the abnormal service, and distributing the second type of work order to the abnormal handling personnel.
After receiving the problem of the abnormal service submitted by the user, the work order system acquires a server log of the abnormal service. The server-side log of the abnormal service acquired by the work order system is recorded by the log system and corresponds to the data record corresponding to the abnormal service submitted by the user. In particular, the log system is used for recording information of hardware, software and system problems in the client background system, and can monitor events occurring in the client background system. And the exception handler can solve part of problems proposed by the user based on the server log information.
In the current embodiment, after the server log of the abnormal traffic is obtained, it is further determined whether the problem can be solved based on the server log.
Step S202 specifically includes: and judging that the parameter record matched with the problem in the server log meets the preset requirement, if so, determining that the problem cannot be solved based on the server log, otherwise, determining that the problem can be solved based on the server log.
When the parameter record matched with the problem in the server-side log is judged to meet the preset requirement, the fact that the server side is not abnormal at present can be obtained, the problem of abnormal service submitted by a user cannot be solved only according to the server-side log, and at the moment, log record information needs to be further perfected.
When the parameter record matched with the problem in the server log does not meet the preset requirement, the fact that the server is abnormal currently is obtained, and the problem of the abnormal service submitted by the user can be further judged to be possibly generated due to the abnormality of the server. Therefore, the problem of at least partial abnormal business can be solved according to the service end log. Then step S202 is performed. It can be understood that, when the exception handler does not solve the problem finally, the exception handler may still send a query to the client log information corresponding to the exception service.
S203: and feeding back a self-service application prompt to the user so as to inform the user of sending the work order application.
And when the problem that the abnormal service submitted by the user cannot be solved based on the server log is judged, feeding back a self-service application prompt to the user so as to inform the user of sending the work order application. The user sends a work order to apply for the client log information of the abnormal service uploaded by the user.
Further, when the user submits the problem of abnormal business to the customer service system, the self-service application prompt is fed back to the user, and the method comprises the following steps: and sending a self-service application prompt to the customer service system so that the customer service system feeds back the self-service application prompt to the user.
After the user is notified of the work order transmission, step S203 is followed by continuing to execute step S110 to step S140 shown in fig. 1.
S204: and generating a second type of work order based on the problem of the abnormal service, and distributing the second type of work order to the abnormal handling personnel.
And when judging that at least part of abnormal business problems can be solved according to the server log, generating a second type of work order based on the abnormal business problems, and distributing the second type of work order to the abnormal handling personnel. And the second type of work order is not associated with the client log information.
S205: and receiving a log query request of the abnormal handling personnel to the second type of work order, acquiring server log information of the abnormal service and sending the server log information to the abnormal handling personnel.
When the exception handler receives the assigned second work order, the exception handler further queries server log information associated with the second work order. When receiving a log query request of an abnormal processing worker for a second type of work order, the work order system acquires log information of the abnormal service server and sends the log information to the abnormal processing worker, so that the abnormal processing worker can view the log information of the server, and the abnormal processing worker can solve the problem based on the acquired log information of the server. The exception handler refers to a person who handles an exception service problem for a user, and is different from a customer service person in the current embodiment. It will be appreciated that in other embodiments, the exception handler may not be distinct from the customer service personnel.
As described above, after the exception handler receives the server log corresponding to the second work order, the problem of the service exception of the user is still not solved. The exception handler may further send a request for querying the log of the client to the work order system according to the current processing result to obtain other data for assisting in solving the user problem, and the data obtained by the exception handler for assisting in solving the user problem is not limited to the log information of the client.
In the current embodiment, the client logs can be uploaded as needed by judging whether the problem of abnormal service can be solved based on the server logs, and the occupation of memory resources is better reduced compared with the uploading of all the client logs.
Referring to fig. 3, fig. 3 is a schematic flow chart of a method for handling a service exception according to another embodiment of the present application. In the current embodiment, the method provided by the present application includes:
s301: the work order system receives a work order application from a user.
The work order application comprises client log information of abnormal services. The work order system may receive a work order request from the user after S203.
S302: and judging whether the user opens the self-service work order authority or not. If so, step S302 is performed, otherwise, the above steps S204-S205 can be directly performed.
The self-service work order authority means that the user opens the authority which can apply for the work order by self, submit abnormal business records and check the abnormal business. The rights can be applied to the system by the user. After the user applies for obtaining the self-service work order authority, the user can apply for the work order by self.
Specifically, the process of judging whether the user opens the self-service work order authority is that the self-service work order module matches with pre-stored user identity information of opening the self-service work order authority according to at least one piece of identity information of the user, and when the matching is successful, the self-service work order authority is judged to be opened by the current user.
Specifically, in the current embodiment, the process of self-service application for a work order specifically includes: the client opens the local log record, the user reappears the abnormal business so that the user can conveniently capture the picture or take the picture, and then the generation module judges that the user opens the self-service work order authority and stores the information such as the local log/the picture capture and the like to generate the work order.
S303: and executing and saving the client log information in the work order application, and generating a first work order based on the work order application.
S304: the first work order is assigned to an exception handler.
S305: and receiving a log query request of the exception handler to the first work order, acquiring client log information and service end log information of the exception service, and sending the client log information and the service end log information to the exception handler.
In this embodiment, in order to ensure that the exception handling staff can solve the problem submitted by the user, after receiving the log query request of the exception handling staff for the first work order, the exception handling staff obtains the client log information of the exception service, obtains the server log information of the exception service, and sends the client log information and the server log information of the exception service to the exception handling staff.
It can be understood that, in other embodiments, if it is determined that the abnormal handling person can directly solve the problem submitted by the user through the client log information, the server log information of the abnormal service may not be acquired and sent, that is, the work order system receives the log query request of the abnormal handling person for the first work order, and only acquires the client log information of the abnormal service and sends the client log information to the abnormal handling person.
It should be noted that, in the embodiment shown in fig. 3, any one of the steps S301, S303 to S305 may refer to the corresponding same step in fig. 1 to fig. 2, and will not be described herein again specifically.
Specifically, when the abnormal service of the client is possibly caused by the client abnormality, the method provided by the application completes the log information of the client, provides more perfect log record, is convenient for an abnormality handler to use when handling the abnormal service, and can realize the efficient solution of the problem of the abnormal service submitted by the user. And only when the server log is judged to be incapable of solving the current abnormal service, the client log can be further acquired, so that the client log can be acquired as required, and the pressure of the system is reduced.
Referring to fig. 4, fig. 4 is a schematic structural diagram of a service exception handling apparatus 400 according to an embodiment of the present application. The service exception handling apparatus 400 provided by the present application includes: a first receiving module 401, a generating module 402, an assigning module 403 and a second receiving module 404.
The first receiving module 401 is configured to receive a work order application from a user. The work order application comprises client log information of abnormal services. Further, in other embodiments, the first receiving module 401 is further configured to determine whether the user opens the self-service work order authority, if so, save the client log information in the work order application, and send the client log information to the generating module 402, where the generating module 402 generates the first work order based on the work order application.
The generating module 402 is configured to store client log information in the work order application, and generate a first work order based on the work order application. An assigning module 403 is configured to assign the first work order to the exception handler.
The second receiving module 404 is configured to receive a log query request of an exception handler for the first work order, acquire client log information of an exception service, and send the client log information to the exception handler. In other embodiments, the second receiving module 404 is further configured to receive a log query request of the exception handler for the second type work order, obtain server-side log information of the exception service, and send the server-side log information to the exception handler. In another embodiment, the service exception handling apparatus 400 further includes a communication module (not shown), and the communication module is configured to communicate with a transit processing device (which may also be defined as a transit system in some embodiments) or a customer service system (not shown) to obtain the client log information or the work order information.
Further, in the current embodiment, the first receiving module 401 is further configured to receive a problem of an abnormal service submitted by a user or sent by a customer service system, and the generating module 402 is further configured to obtain a server log of the abnormal service, and determine whether the problem of the abnormal service submitted by the user can be solved based on the server log, and when it is determined that the problem of the abnormal service submitted by the user cannot be solved based on the server log, a self-service application prompt needs to be fed back to the user by the communication module to notify the user of sending a work order application.
Further, the determining whether the server log can solve the abnormal service problem submitted by the user by the generating module 402 includes: and judging whether the parameter record matched with the problem in the server log meets the preset requirement, if so, determining that the problem cannot be solved based on the server log, otherwise, determining that the problem can be solved based on the server log.
When the generation module 402 determines that the server log can solve the problem of the abnormal service, a second type of work order is generated based on the problem of the abnormal service, the second work order is sent to the distribution module 503, and the distribution module 403 distributes the second work order to the abnormal handling personnel.
Referring to fig. 5, fig. 5 is a schematic structural diagram of an embodiment of a work order system 500 according to the present application. The work order system 500 includes communication circuitry 503, memory 502, and a processor 501. The communication circuit 503 and the memory 502 are coupled to the processor 501.
The processor 501 is arranged to execute the program data stored by the memory 502 to perform the method as described in any of the embodiments above in combination with the communication circuit 503.
The following illustrates functions performed by the processor 501 in the work order system 500 provided in the present application:
in this embodiment, the processor 501, by calling the program data stored in the memory 502, is used to: receiving a work order application from a user; saving client log information in the work order application, and generating a first work order based on the work order application; allocating the first work order to an exception handler; and receiving a log query request of the exception handling personnel to the first work order, acquiring client log information of the exception service and sending the client log information to the exception handling personnel. The work order application comprises client log information of abnormal services. The client log information includes multimedia data of a client log recording an abnormal service.
Further, in an embodiment, the client log is generated by a user through the client reproducing abnormal services, and the multimedia data includes images and/or videos.
In some embodiments, before the processor 501 receives the work order application from the user, the method further includes: receiving the problem of abnormal business submitted by a user; acquiring a server log of an abnormal service, and judging whether the problem can be solved based on the server log; if not, a self-service application prompt is fed back to the user to inform the user of sending the work order application.
Further, the processor 501 receives the problem of abnormal service submitted by the user, which includes: and receiving the problem of the abnormal service sent by the customer service system, wherein the problem of the abnormal service is fed back to the customer service system by a user.
Further, in an embodiment, the processor 501 feeds back the self-service application prompt to the user, including: and sending a self-service application prompt to the customer service system so that the customer service system feeds back the self-service application prompt to the user.
In some embodiments, the processor 501 determining whether the problem can be solved based on the server log includes: and judging whether the parameter record matched with the problem in the server log meets the preset requirement, if so, determining that the problem cannot be solved based on the server log, otherwise, determining that the problem can be solved based on the server log.
Further, after determining whether the problem can be solved based on the server log, the process 501 further includes: if the problem can be solved based on the server-side log, generating a second type of work order based on the problem of the abnormal service, and distributing the second type of work order to the abnormal handling personnel; and receiving a log query request of the abnormal handling personnel to the second type of work order, acquiring the server log information of the abnormal service and sending the server log information to the abnormal handling personnel.
In some embodiments, after the processor 501 receives the work order application from the user, the processor 501 is further configured to determine whether the user opens the self-service work order right; and if so, executing and storing the client log information in the work order application, and generating a first work order based on the work order application.
In another embodiment, the processor 501 of the work order system 500 is further configured to execute a method corresponding to any of the above embodiments.
In still other embodiments, after receiving the log query request of the exception handler for the first work order, the processor 501 further includes: and acquiring the server log information of the abnormal service and sending the server log information to an abnormal handling person.
Referring to fig. 6, fig. 6 is a schematic structural diagram of a memory device 60 according to an embodiment of the present application. In this embodiment, the memory device 60 stores processor-executable program data 61 for performing the method of any of the above embodiments.
The storage device 60 may be a device capable of storing the program data 61, such as a usb disk, a portable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk, or may be a server storing the program data 61, and the server may transmit the stored program data 61 to another device for operation, or may operate the stored program data 61 by itself.
The above embodiments are merely examples and are not intended to limit the scope of the present disclosure, and all modifications, equivalents, and flow charts using the contents of the specification and drawings of the present disclosure or those directly or indirectly applied to other related technical fields are intended to be included in the scope of the present disclosure.
Claims (10)
1. A method for processing service exception, the method comprising:
the work order system receives a work order application from a user, wherein the work order application comprises client log information of abnormal services;
saving client log information in the work order application, and generating a first work order based on the work order application;
assigning the first work order to an exception handler;
and receiving a log query request of an abnormal handling personnel to the first work order, acquiring client log information of the abnormal service and sending the client log information to the abnormal handling personnel.
2. The method of claim 1, wherein prior to said receiving a work order application from a user, said method further comprises:
receiving the problem of the abnormal service submitted by the user;
acquiring a server log of the abnormal service, and judging whether the problem can be solved based on the server log;
if not, a self-service application prompt is fed back to the user to inform the user of sending the work order application.
3. The method of claim 2, wherein the determining whether the problem can be resolved based on the server-side log comprises:
judging whether a parameter record matched with the problem in the server log meets a preset requirement or not, if so, determining that the problem cannot be solved based on the server log, otherwise, determining that the problem can be solved based on the server log;
after the determining is based on whether the server log can solve the problem, the method further comprises:
if the problem can be solved based on the server log, generating a second type of work order based on the problem of the abnormal service, and distributing the second type of work order to abnormal processing personnel;
and receiving a log query request of an abnormal handling personnel to the second type of work order, acquiring the server log information of the abnormal service and sending the server log information to the abnormal handling personnel.
4. The method of claim 2, wherein the receiving the user-submitted problem of the abnormal traffic comprises:
receiving the problem of the abnormal service sent by a customer service system, wherein the problem of the abnormal service is fed back to the customer service system by the user;
the feedback of the self-service application prompt to the user comprises:
and sending a self-service application prompt to the customer service system so that the customer service system feeds back the self-service application prompt to the user.
5. The method of claim 1, wherein the client log information comprises multimedia data describing a client log of the abnormal traffic.
6. The method according to claim 5, wherein the client log is generated by the user through client recurrence of the abnormal service, and the multimedia data comprises images and/or videos.
7. The method of claim 1, wherein after said receiving a work order application from a user, the method further comprises:
judging whether the user opens the self-service work order authority or not;
if yes, executing the saving of the client log information in the work order application, and generating a first work order based on the work order application;
and/or after the receiving of the log query request of the exception handler to the first work order, the method further comprises:
and acquiring the server log information of the abnormal service and sending the server log information to the abnormal handling personnel.
8. A traffic exception handling apparatus, the apparatus comprising:
the system comprises a first receiving module, a second receiving module and a processing module, wherein the first receiving module is used for receiving a work order application from a user, and the work order application comprises client log information of abnormal services;
the generating module is used for storing client log information in the work order application and generating a first work order based on the work order application;
the allocation module is used for allocating the first work order to the exception handling personnel;
and the second receiving module is used for receiving a log query request of an abnormal handling worker for the first work order, acquiring client log information of the abnormal service and sending the client log information to the abnormal handling worker.
9. A work order system, comprising communication circuitry, a memory, and a processor, wherein the communication circuitry and the memory are each coupled to the processor;
the processor is configured to execute the program data stored by the memory to perform the method of any of claims 1 to 7 in conjunction with the communication circuitry.
10. A storage device, characterized in that the storage device stores program data that can be executed by a processor for implementing the method according to any one of claims 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811341258.2A CN111177428B (en) | 2018-11-12 | 2018-11-12 | Business exception processing method and related device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811341258.2A CN111177428B (en) | 2018-11-12 | 2018-11-12 | Business exception processing method and related device |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN111177428A true CN111177428A (en) | 2020-05-19 |
| CN111177428B CN111177428B (en) | 2023-06-30 |
Family
ID=70655258
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811341258.2A Active CN111177428B (en) | 2018-11-12 | 2018-11-12 | Business exception processing method and related device |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN111177428B (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112633753A (en) * | 2020-12-30 | 2021-04-09 | 广东赛诺科技股份有限公司 | Dynamic work order sharing system |
| WO2023015789A1 (en) * | 2021-08-13 | 2023-02-16 | 长鑫存储技术有限公司 | Facility maintenance method, apparatus and system, and storage medium |
Citations (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003006018A (en) * | 2001-06-25 | 2003-01-10 | Mitsubishi Electric Corp | System, method for restoring processing request, client device and server device |
| CN105099769A (en) * | 2015-07-01 | 2015-11-25 | 北京奇虎科技有限公司 | Method, device and system for processing abnormal operations of service platform |
| CN106100879A (en) * | 2016-06-07 | 2016-11-09 | 青岛海信移动通信技术股份有限公司 | Mobile terminal journal obtaining method and device |
| CN106452901A (en) * | 2016-11-03 | 2017-02-22 | 大唐软件技术股份有限公司 | Intelligent work order user-defined distribution method based on operation and maintenance management |
| JP2017117141A (en) * | 2015-12-24 | 2017-06-29 | セコム株式会社 | Guard business support system and guard device |
| CN106940679A (en) * | 2017-02-23 | 2017-07-11 | 中科创达软件股份有限公司 | Data processing method and device |
| CN107465549A (en) * | 2017-08-18 | 2017-12-12 | 北京奇艺世纪科技有限公司 | A kind of distributed message processing method and system |
| CN107678933A (en) * | 2017-09-28 | 2018-02-09 | 中国平安人寿保险股份有限公司 | Daily record generation management method, device, equipment and computer-readable recording medium |
| CN107678869A (en) * | 2017-07-26 | 2018-02-09 | 上海壹账通金融科技有限公司 | Client exception localization method, device, computer equipment and storage medium |
| CN108074104A (en) * | 2016-11-17 | 2018-05-25 | 阿里巴巴集团控股有限公司 | A kind of customer service processing method and server-side and client |
| CN108229841A (en) * | 2018-01-23 | 2018-06-29 | 国网江西省电力有限公司电力科学研究院 | A kind of data exception processing method and processing device |
| CN108390770A (en) * | 2018-01-17 | 2018-08-10 | 北京奇艺世纪科技有限公司 | A kind of information generating method, device and server |
-
2018
- 2018-11-12 CN CN201811341258.2A patent/CN111177428B/en active Active
Patent Citations (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003006018A (en) * | 2001-06-25 | 2003-01-10 | Mitsubishi Electric Corp | System, method for restoring processing request, client device and server device |
| CN105099769A (en) * | 2015-07-01 | 2015-11-25 | 北京奇虎科技有限公司 | Method, device and system for processing abnormal operations of service platform |
| JP2017117141A (en) * | 2015-12-24 | 2017-06-29 | セコム株式会社 | Guard business support system and guard device |
| CN106100879A (en) * | 2016-06-07 | 2016-11-09 | 青岛海信移动通信技术股份有限公司 | Mobile terminal journal obtaining method and device |
| CN106452901A (en) * | 2016-11-03 | 2017-02-22 | 大唐软件技术股份有限公司 | Intelligent work order user-defined distribution method based on operation and maintenance management |
| CN108074104A (en) * | 2016-11-17 | 2018-05-25 | 阿里巴巴集团控股有限公司 | A kind of customer service processing method and server-side and client |
| CN106940679A (en) * | 2017-02-23 | 2017-07-11 | 中科创达软件股份有限公司 | Data processing method and device |
| CN107678869A (en) * | 2017-07-26 | 2018-02-09 | 上海壹账通金融科技有限公司 | Client exception localization method, device, computer equipment and storage medium |
| CN107465549A (en) * | 2017-08-18 | 2017-12-12 | 北京奇艺世纪科技有限公司 | A kind of distributed message processing method and system |
| CN107678933A (en) * | 2017-09-28 | 2018-02-09 | 中国平安人寿保险股份有限公司 | Daily record generation management method, device, equipment and computer-readable recording medium |
| CN108390770A (en) * | 2018-01-17 | 2018-08-10 | 北京奇艺世纪科技有限公司 | A kind of information generating method, device and server |
| CN108229841A (en) * | 2018-01-23 | 2018-06-29 | 国网江西省电力有限公司电力科学研究院 | A kind of data exception processing method and processing device |
Non-Patent Citations (2)
| Title |
|---|
| MOHAMMED ESLAMI;GEORGE ZHENG;HAMED ERAMIAN;GEORGIY LEVCHUK: "Anomaly detection on bipartite graphs for cyber situational awareness and threat detection" * |
| 苏燕: "通过日志比对快速定位业务问题的方法" * |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112633753A (en) * | 2020-12-30 | 2021-04-09 | 广东赛诺科技股份有限公司 | Dynamic work order sharing system |
| WO2023015789A1 (en) * | 2021-08-13 | 2023-02-16 | 长鑫存储技术有限公司 | Facility maintenance method, apparatus and system, and storage medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN111177428B (en) | 2023-06-30 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US10065119B2 (en) | Game accessing method and processing method, server, terminal, and system | |
| US11146691B2 (en) | Information reminding method and apparatus, and electronic terminal | |
| US10021355B2 (en) | Method and device for processing request | |
| KR20220079958A (en) | Blockchain message processing method and device, computer and readable storage medium | |
| US20190158626A1 (en) | Method, apparatus and computer readable storage medium for processing service | |
| JP2008510249A5 (en) | ||
| US9305078B2 (en) | Registration of CIM agent to management agent and system | |
| CN109522386B (en) | Method and system for generating spatial information service across GIS platform | |
| GB2596960A (en) | A platform for evaluating medical information and method for using the same | |
| CN111177428A (en) | Method and related device for processing business exception | |
| WO2021036319A1 (en) | Data cleaning method and system | |
| GB2596760A (en) | Universal web service for DICOM objects | |
| CN111930542A (en) | Data acquisition method and device, electronic equipment and computer readable storage medium | |
| CN104754029A (en) | Method, device and system for determining primary management server | |
| CN107911642A (en) | A kind of cable television network management system | |
| CN109951473B (en) | Function triggering method, system, electronic device and computer readable storage medium | |
| CN112330291A (en) | Remote service auditing method and device, computer equipment and storage medium | |
| CN112131028A (en) | Process interaction method and device, computer equipment and storage medium | |
| CN115348211B (en) | Method for processing computing tasks using available network nodes | |
| US11924194B2 (en) | Method and apparatus for monitoring digital certificate processing device, and device, medium, and product | |
| CN117472700A (en) | Control method and device for monitoring alarm, electronic equipment and readable storage medium | |
| CN115600987A (en) | Office service management system, electronic equipment and computer readable storage medium | |
| CN109151052B (en) | Map service registration method, map service data acquisition method and device | |
| CN112199113A (en) | Software service access control method and device | |
| CN116883161A (en) | Resource transaction method, apparatus, device, storage medium and program product |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |