CN113220589A - On-line problem processing method - Google Patents
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Abstract
The on-line problem processing method comprises the steps of accessing to a problem communication channel in an interface mode, capturing communication contents in the problem communication channel in real time, judging whether the communication contents are on-line problems or not according to a problem identification rule, calling a message sending interface if the communication contents are on-line problems, pushing the on-line problems to a corresponding problem processing terminal, receiving feedback information of a user in the communication channel after the problem processing terminal processes the on-line problems, and judging whether the on-line problems are repaired or not according to the feedback information and a problem repair rule; and if the problem is repaired, modifying the on-line problem state into a completed state, and sending the problem repaired state to the problem communication channel. The method and the device can improve the working efficiency of software testing engineers, improve the response speed and the processing speed of problems on the line, and improve the satisfaction degree of users.
Description
Technical Field
The application belongs to the technical field of data processing, and particularly relates to an online problem processing method.
Background
With the development of internet technology, user satisfaction becomes an important index for measuring the value of a product, and when a user encounters problems in the process of using the product, a software testing engineer needs to acquire the problems through multiple ways and solve the problems so as to improve the user satisfaction. Software test engineers need to be able to respond, handle, and follow up some online problems that users encounter in using products in a timely manner during daily work. However, as the number of problems increases, the software test engineer has a large part of workload in following up the online problem, recording the problem, following up the verification problem and collecting the feedback of the user on the repair problem in the whole test work, so that the work efficiency is low, the response and the processing of the online problem are not timely, and the user satisfaction is affected.
Disclosure of Invention
In order to overcome the problem that a part of large workload is low in work efficiency in following up problems, recording problems, following up verification problems and collecting user feedback on repairing problems in the whole test work of a software test engineer at least to a certain extent, the application provides an on-line problem processing method, which comprises the following steps:
accessing to a problem communication channel in an interface mode, and capturing communication contents in the problem communication channel in real time;
judging whether the communication content is an online problem or not according to a problem identification rule;
if so, calling a message sending interface, and pushing the online problem to a corresponding problem processing terminal;
receiving feedback information of a user in the communication channel after the problem processing terminal processes the online problem, and judging whether the online problem is repaired or not according to the feedback information and the problem repairing rule;
and if so, modifying the on-line problem state into a completed state, and sending the problem repaired state to the problem communication channel.
Further, the question communication channel includes:
IM exchange group and mail group;
and the IM communication group and the mail group are independently set according to different projects.
Further, the step of judging whether the communication content is an online problem according to the problem identification rule includes:
carrying out equivalence or similarity judgment on the communication content within a preset time period;
and if the requirements of equality or similarity in a preset time period are met, judging as an online problem.
Further, the method also comprises the following steps:
the problem identification rules are configured so that,
and/or the presence of a gas in the gas,
and configuring the problem repairing rule.
Further, the real-time capturing of the communication content in the problem communication channel includes:
and setting a grabbing time period, and grabbing the communication content in the problem communication channel in real time in the grabbing time period.
Further, after capturing the communication content in the problem communication channel in real time, the method further includes:
and filtering the communication content to extract the content about the online problem in the communication content.
Further, the method also comprises the following steps:
counting all online problems;
and performing multi-dimensional analysis on all online problems.
The technical scheme provided by the embodiment of the application can have the following beneficial effects:
the online problem processing method provided by the embodiment of the invention is characterized in that the online problem processing method is accessed to a problem communication channel in an interface mode, communication contents in the problem communication channel are captured in real time, whether the communication contents are online problems is judged according to a problem identification rule, if the communication contents are online problems, a message sending interface is called, the online problems are pushed to a corresponding problem processing terminal, feedback information of a user in the communication channel after the online problems are processed by the problem processing terminal is received, and whether the online problems are repaired is judged according to the feedback information and a problem repair rule; if the problem is repaired, the on-line problem state is modified to be completed, and the problem repaired state is sent to the problem communication channel, so that the working efficiency of a software test engineer is improved, the response speed and the processing speed of the on-line problem are improved, and the user satisfaction is improved.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the application.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and together with the description, serve to explain the principles of the application.
Fig. 1 is a flowchart of an online problem processing method according to an embodiment of the present application.
Fig. 2 is a flowchart of an online problem processing method according to another embodiment of the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail below. It is to be understood that the embodiments described are only a few embodiments of the present application and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the examples given herein without making any creative effort, shall fall within the protection scope of the present application.
Fig. 1 is a flowchart of an online problem processing method according to an embodiment of the present application, and as shown in fig. 1, the online problem processing method includes:
s11: accessing to a problem communication channel in an interface mode, and capturing communication contents in the problem communication channel in real time;
the communication content is acquired through an interface mode, the operation is simple and easy, and the real-time performance is stronger.
In some embodiments, the method further comprises capturing the communication content in the problem communication channel through various ways such as picture recognition, crawler and the like.
S12: judging whether the communication content is an online problem or not according to a problem identification rule;
whether the communication content contains the online problem of the corresponding service system is judged through the problem identification rule, manual follow-up, identification and recording are not needed, and the problem identification speed and the response speed are improved.
S13: if so, calling a message sending interface, and pushing the online problem to a corresponding problem processing terminal;
s14: receiving feedback information of a user about the problem processing terminal after the online problem is processed by the problem processing terminal in the communication channel, and judging whether the online problem is repaired or not according to the feedback information and the problem repairing rule;
feedback information of users in the communication channel after the problems are processed by the problem processing terminal on line is automatically extracted, follow-up problem repairing rules automatically judge whether the problems on line are repaired or not, manual follow-up is not needed, and manpower is saved.
S15: and if so, modifying the on-line problem state into a completed state, and sending the problem repaired state to the problem communication channel.
And the online problem state is changed through a timely problem communication channel, so that the user satisfaction is improved.
The traditional online problem is that a software test engineer manually carries out online follow-up, records the problem, carries out follow-up verification on the problem and collects the feedback of a user on repairing the problem, the working efficiency is low, the response and the processing of the online problem are not timely, and the satisfaction degree of the user is influenced.
In the embodiment, the problem communication channel is accessed through an interface mode, the communication content in the problem communication channel is captured in real time, whether the communication content is an online problem is judged according to a problem identification rule, if the communication content is the online problem, a message sending interface is called, the online problem is pushed to a corresponding problem processing terminal, feedback information of a user in the communication channel after the online problem is processed by a problem processing terminal is received, and whether the online problem is repaired is judged according to the feedback information and a problem repairing rule; if the problem is repaired, the on-line problem state is modified to be completed, and the problem repaired state is sent to the problem communication channel, so that the working efficiency of a software test engineer is improved, the response speed and the processing speed of the on-line problem are improved, and the user satisfaction is improved.
Fig. 2 is a flowchart of an online problem processing method according to another embodiment of the present application, and as shown in fig. 2, the online problem processing method includes:
s21: accessing to an IM communication group and/or a mail group in an interface mode, and capturing communication contents in a problem communication channel in real time;
the IM communication group and the mail group are independently set according to different projects.
In some embodiments, capturing the communication content in the problem communication channel in real time comprises:
and setting a grabbing time period, and grabbing the communication content in the problem communication channel in real time within the grabbing time period.
By setting the grabbing time period, the system can be prevented from always grabbing, and system resources are saved.
In some embodiments, after capturing the communication content in the problem communication channel in real time, the method further includes:
and filtering the communication content to extract the content about the online problem in the communication content.
By extracting the contents about the online problems in the communication contents and filtering out useless information, the capturing efficiency can be improved.
S22: carrying out equivalence or similarity judgment on the communication content within a preset time period;
s23: if the requirements of equality or similarity in a preset time period are met, judging that the problem is on-line;
s24: calling a message sending interface, and pushing the online problem to a corresponding problem processing terminal;
after the problem is repaired, when a tester operates the problem transfer state, the tester automatically triggers and transfers the message pushing interface, pushes the message to the problem exchange channel, the problem is repaired, and sends reminding information to a specified user.
S25: receiving feedback information of a user in the communication channel after the problem processing terminal processes the online problem, and judging whether the online problem is repaired or not according to the feedback information and the problem repairing rule;
s26: if so, modifying the on-line problem state into a completed state, and sending the problem repaired state to the problem communication channel;
and if the problem processing is finished, automatically transferring the problem to the processing completion, and sending the repaired information to the corresponding problem communication channel. If the read message judges that the problem is not repaired, the online problem flow is automatically transferred to a state to be repaired, corresponding project group personnel are notified, and a message updating notification is sent in a problem communication channel.
S27: counting all online problems;
s28: and performing multi-dimensional analysis on all online problems.
By: and analyzing the online problems according to dimensions such as project modules, time periods and the like to generate reports, so that the system is favorably and continuously perfected.
In some embodiments, further comprising:
problem identification rules are configured, and/or problem repair rules are configured.
The problem identification rules are for example: if the function of the sending module is abnormal for more than 3 times, recording the abnormal function as an online problem;
the problem repair rules are for example: and if the number of times of capturing the feedback information of the function recovery of the sending module is more than 3 times, the problem state is updated to be repaired.
The existing on-line problem processing flow mainly comprises the following steps: problems are recorded and missed and cannot be followed up in time when testers pay attention to the problem feedback channels independently; and the situation that the processing state circulation of the problem is not timely enough in the problem processing process.
In the embodiment, through accessing problem communication channels such as IM and mailbox, messages in the channels are captured for analysis, on-line problems are automatically recorded after the rule conditions are met, related personnel are notified, problem repairing message prompts are automatically triggered after the problems are repaired, the problem repairing states are quickly notified to users, user feedback is collected, the problem processing states are automatically circulated, the traditional method for processing the on-line problems based on manual recording of testers is changed into automatic recording, the response speed and the processing speed of the on-line problems are greatly increased, modules and functions of the on-line problems which often occur in a project group can be identified through on-line problem analysis, risks are identified in advance, and the continuous improvement of the system is facilitated.
It is understood that the same or similar parts in the above embodiments may be mutually referred to, and the same or similar parts in other embodiments may be referred to for the content which is not described in detail in some embodiments.
It should be noted that, in the description of the present application, the terms "first", "second", etc. are used for descriptive purposes only and are not to be construed as indicating or implying relative importance. Further, in the description of the present application, the meaning of "a plurality" means at least two unless otherwise specified.
Any process or method descriptions in flow charts or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process, and the scope of the preferred embodiments of the present application includes other implementations in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present application.
It should be understood that portions of the present application may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. For example, if implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.
It will be understood by those skilled in the art that all or part of the steps carried by the method for implementing the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer readable storage medium, and when the program is executed, the program includes one or a combination of the steps of the method embodiments.
In addition, functional units in the embodiments of the present application may be integrated into one processing module, or each unit may exist alone physically, or two or more units are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional component mode. The integrated module, if implemented in the form of a software functional component and sold or used as a stand-alone product, may also be stored in a computer readable storage medium.
The storage medium mentioned above may be a read-only memory, a magnetic or optical disk, etc.
In the description herein, reference to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the application. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples.
Although embodiments of the present application have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present application, and that variations, modifications, substitutions and alterations may be made to the above embodiments by those of ordinary skill in the art within the scope of the present application.
It should be noted that the present invention is not limited to the above-mentioned preferred embodiments, and those skilled in the art can obtain other products in various forms without departing from the spirit of the present invention, but any changes in shape or structure can be made within the scope of the present invention with the same or similar technical solutions as those of the present invention.
Claims (7)
1. An online problem handling method, comprising:
accessing to a problem communication channel in an interface mode, and capturing communication contents in the problem communication channel in real time;
judging whether the communication content is an online problem or not according to a problem identification rule;
if so, calling a message sending interface, and pushing the online problem to a corresponding problem processing terminal;
receiving feedback information of a user in the communication channel after the problem processing terminal processes the online problem, and judging whether the online problem is repaired or not according to the feedback information and the problem repairing rule;
and if so, modifying the on-line problem state into a completed state, and sending the problem repaired state to the problem communication channel.
2. The on-line problem processing method according to claim 1, wherein the problem communication channel comprises:
IM exchange group and mail group;
and the IM communication group and the mail group are independently set according to different projects.
3. The on-line problem processing method according to claim 1, wherein the determining whether the communication content is an on-line problem according to the problem identification rule includes:
carrying out equivalence or similarity judgment on the communication content within a preset time period;
and if the requirements of equality or similarity in a preset time period are met, judging as an online problem.
4. The on-line problem processing method according to any one of claims 1 to 3, further comprising:
the problem identification rules are configured so that,
and/or the presence of a gas in the gas,
and configuring the problem repairing rule.
5. The on-line question processing method according to claim 1, wherein the capturing of the communication content in the question communication channel in real time comprises:
and setting a grabbing time period, and grabbing the communication content in the problem communication channel in real time in the grabbing time period.
6. The on-line question processing method according to claim 1, wherein after capturing the communication content in the question communication channel in real time, the method further comprises:
and filtering the communication content to extract the content about the online problem in the communication content.
7. The on-line problem handling method of claim 1, further comprising:
counting all online problems;
and performing multi-dimensional analysis on all online problems.
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| CN107229658A (en) * | 2016-03-25 | 2017-10-03 | 阿里巴巴集团控股有限公司 | Problem feedback information processing method and processing device |
| EP3547235A1 (en) * | 2018-03-30 | 2019-10-02 | Atlassian Pty Ltd | Issue tracking system |
| CN110716736A (en) * | 2019-09-18 | 2020-01-21 | 上海麦克风文化传媒有限公司 | Method and system for processing online fault of customer service feedback |
| CN111737055A (en) * | 2020-06-23 | 2020-10-02 | 北京同邦卓益科技有限公司 | Service processing method, device, equipment and computer readable storage medium |
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Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107229658A (en) * | 2016-03-25 | 2017-10-03 | 阿里巴巴集团控股有限公司 | Problem feedback information processing method and processing device |
| EP3547235A1 (en) * | 2018-03-30 | 2019-10-02 | Atlassian Pty Ltd | Issue tracking system |
| CN110716736A (en) * | 2019-09-18 | 2020-01-21 | 上海麦克风文化传媒有限公司 | Method and system for processing online fault of customer service feedback |
| CN111737055A (en) * | 2020-06-23 | 2020-10-02 | 北京同邦卓益科技有限公司 | Service processing method, device, equipment and computer readable storage medium |
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