CN114254099A - Automatic processing recommendation method and system for fault work order and electronic equipment - Google Patents
Automatic processing recommendation method and system for fault work order and electronic equipment Download PDFInfo
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Abstract
The invention discloses a method, a system and electronic equipment for recommending automatic processing of a fault work order, wherein the method comprises the following steps: receiving a fault work order; matching whether a work order has a fault in a fault recommendation model; if the matching is successful, outputting a matching fault processing step; judging whether the step is a query step; if the step is a query step, automatically matching fault related information for query, and outputting a query result; and after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme. The invention achieves the purposes of carrying out standardized recording on the disposal information in the process and effectively recording the fault processing scheme, and provides high-price data accumulation for the subsequent intelligent algorithm.
Description
Technical Field
The invention relates to the technical field of work order processing, in particular to a method and a system for recommending automatic processing of a fault work order and electronic equipment.
Background
At present, a work order management system is established aiming at complaint faults, main management objects are fault order information and fault order circulation information, management of a processing method and a process of a fault work order is lacked, and a processing method aiming at a core fault is input text information and cannot be subjected to corresponding verification analysis.
The existing work order management system has the following defects:
1. effective information cannot be deposited as knowledge for others to use;
2. there is a lot of invalid information, such as: information of end of processing, processed, etc.;
the fault handling knowledge and experience cannot be effectively recorded due to the defects, and the operation and maintenance work is seriously dependent on the experience of operation and maintenance personnel; the intellectualization of operation and maintenance work is a future trend, and how to effectively accumulate data is a problem which needs to be solved urgently at present.
Disclosure of Invention
Aiming at the problems in the prior art, the invention provides a method and a system for recommending the automatic processing of a fault work order and an electronic device.
The invention discloses an automatic processing recommendation method for a fault work order, which comprises the following steps:
receiving a fault work order;
matching whether the fault work order exists in the fault recommendation model;
if the matching is successful, outputting a matching fault processing step;
judging whether the step is a query step;
if the step is a query step, automatically matching fault related information for query, and outputting a query result;
and after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme.
As a further improvement of the invention, the fault recommendation model stores processed fault work orders and work order processing steps, and is classified according to the business system to which the work orders belong;
in the fault recommendation model, classifying the fault work order to be processed according to the service system to which the fault work order to be processed belongs; in the system, comparing the similarity of the content characteristics of the work orders of the faults to be processed with the content characteristics of all the work orders of the faults processed in the system; and a work order processing step of taking the processed fault work order with the highest similarity from the processed fault work orders with the similarity larger than the threshold value as a matching result.
As a further improvement of the invention, the method also comprises the following steps:
and displaying the successfully matched fault processing steps, wherein the page displays the operating system, the operating parameters, the combined statements and the execution results in a subarea manner.
As a further improvement of the invention, the method also comprises the following steps:
judging whether the query result is correct or not;
if the correction is correct, the fault processing is finished;
if not, the operation and maintenance personnel select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing.
As a further improvement of the invention, the method also comprises the following steps:
and if the matching fails, displaying the step flow on the page, and enabling the operation and maintenance personnel to select the system, execute the action, input the parameters and execute the operation by themselves, and outputting a processing result to finish the fault processing.
As a further improvement of the invention, the method also comprises the following steps:
if the operation is not the query step, the operation and maintenance personnel output suggestions to execute the work, select the system, execute actions, input parameters, execute operations and output processing results to finish fault processing.
As a further improvement of the invention, the operation steps are visualized, and the third party API interface and parameters are accessed through configuration.
As a further improvement of the invention, the method also comprises the following steps:
when the archiving is completed, the user is required to score the selection scheme, and the scoring range is 0-5;
according to the system latitude, carrying out data characteristic analysis aiming at the filed fault work order content and the fault processing scheme, calling an algorithm for modeling, and generating a new version model file;
and carrying out comparison and scoring on the verification set data, and carrying out updating and replacement when the score of the new version model file is superior to that of the currently used version.
The invention also discloses an automatic processing recommendation system for the fault work order, which comprises the following steps:
a receiving module to:
receiving a fault work order;
a fault recommendation module to:
matching whether the fault work order exists or not based on the fault recommendation model;
a display processing module for:
when the matching is successful, outputting a matching fault processing step;
when the matching fails, the page shows the flow of the steps, and operation and maintenance personnel select the system, execute the action, input the parameters and execute the operation by themselves and output the processing result to finish the fault processing;
judging whether the step is a query step;
if the step is a query step, automatically matching fault related information for query, and outputting a query result; if the query result is obtained, the fault processing is completed; if the query result is incorrect, the operation and maintenance personnel select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing;
if the operation is not the query step, outputting a suggestion to execute the work, and the operation and maintenance personnel self-select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing;
an archive recording module to:
and after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme.
The invention also discloses an electronic device, which comprises at least one processing unit and at least one storage unit, wherein the storage unit stores a computer program, and when the program is executed by the processing unit, the processing unit executes the automatic processing recommendation method.
Compared with the prior art, the invention has the beneficial effects that:
according to the invention, the visual operation of the converged page is carried out on the execution API of the fault-related system, so that the complex operation of switching, inquiring and confirming among the operation and maintenance personnel and each system is fundamentally solved, and the working efficiency of the operation and maintenance personnel is improved;
according to the method, the scheme recommendation algorithm is utilized, the scheme execution flow is automatically matched, the related query parameters are automatically obtained to initiate query, operation and maintenance personnel can conveniently use the existing processing scheme, the fault processing experience is utilized, the dependency on the experience of the operation and maintenance personnel is reduced, and the operation and maintenance quality is improved;
the invention effectively solves the problem of difficult operation and maintenance knowledge experience accumulation by processing the fault and recording the fault processing steps, and improves the standardization of operation and maintenance.
Drawings
Fig. 1 is a flowchart of an automated processing recommendation method for a trouble order according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments, which can be obtained by a person skilled in the art without any inventive step based on the embodiments of the present invention, are within the scope of the present invention.
The invention is described in further detail below with reference to the attached drawing figures:
the invention provides a method, a system and electronic equipment for recommending automatic processing of a fault work order, which adopt text classification and similarity matching to recommend a fault processing scheme; visualizing the operation steps and supporting the access of a third party API interface and parameters through configuration; and fault filing, namely completing fault scheme standardization and annotation feedback, and completing data validity guarantee, thereby providing a solid foundation for iterative updating of the algorithm. The invention can converge the query confirmation originally dispersed in each system, when the processor sees the relevant fault, the subsequent query, confirmation and repair actions are completed on the platform, and the platform records the fault; the following problems can thus be solved:
the problem that operation and maintenance personnel log in different database clients of different platforms to perform complicated operations such as query and confirmation is solved;
the problem that operation and maintenance personnel record failure processing summary information after the fact and confirm that valuable information does not exist is solved;
the problem of intelligent collection of the fault handling scheme is solved.
Specifically, the method comprises the following steps:
as shown in fig. 1, the present invention provides a method for recommending automated processing of a trouble order, including:
step 1, receiving a fault work order; wherein, the work order contains: service system, work order time, work order content, and support telephone;
for example: and completing fault access configuration by configuring the kafka address port and the topic information of the fault access party and a message data sample, and completing the access of the fault work order by the data management center.
Step 2, matching whether a fault work order exists in the fault recommendation model; if the matching is successful, jumping to the step 3; if the matching fails, the page shows the flow of the step and jumps to the step 7; in particular, the method comprises the following steps of,
after the fault work order is received, calling a fault recommendation model, and extracting the characteristics of a business system to which the work order belongs and the content of the work order to obtain key information corresponding to the work order so as to complete classification and similarity calculation of the work order; and returning the processing steps corresponding to the similar work orders of the system, the related business services of the business system and the parameter information of the work order according to the parameters in the work order content.
Further, in the fault recommendation model, classifying the fault work order to be processed according to the service system to which the fault work order to be processed belongs; in the system, comparing the similarity of the content characteristics of the work orders of the faults to be processed with the content characteristics of all the work orders of the faults processed in the system; and a work order processing step of taking the processed fault work order with the highest similarity from the processed fault work orders with the similarity larger than the threshold value as a matching result.
Step 3, outputting and displaying matching fault processing steps; wherein the content of the first and second substances,
and the page displays the operating system, the operating parameters, the combined statement and the execution result in a subarea mode.
Step 4, further judging whether the fault processing step is a query step; if yes, jumping to the step 5; if not, giving recommendation information when there is recommendation, and not executing operation; if no recommendation exists, displaying the operable column; simultaneously skipping to the step 7;
step 5, automatically extracting relevant information in the work order, automatically filling relevant parameters for query, and outputting a query result;
step 6, judging whether the query result is correct or not, and if not, skipping to step 7; otherwise, jumping to step 8;
step 7, the operation and maintenance personnel select the system, execute the action, input the parameters, execute the operation and output the processing result to complete the fault processing;
and 8, after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme.
Further, the fault handling scheme records:
(1) the page presents result information returned by the recommendation service, supports adjustment of parameters, supports the addition step and supports the deletion step.
(2) Through the inquiry, the correction and the click filing after the fault is recovered, the whole processing process of one fault is completed.
(3) When filing is completed, the user is required to score the selection scheme, and the scoring range is 0-5. The higher the score, the higher the conformity.
Further, updating the fault handling scheme model:
(1) according to the system latitude, aiming at the filed fault work order content and the fault processing scheme, data characteristic analysis is carried out, an algorithm is called for modeling, and a new version model file is generated
And carrying out comparison and scoring on the verification set data, and carrying out updating and replacement when the score of the new version model file is superior to that of the currently used version. And if the score is lower than the preset value, performing corresponding model tuning until the model score meets the requirement.
The invention provides an automatic processing recommendation system for fault work orders, which comprises:
a receiving module, configured to implement step 1;
a fault recommendation module for implementing the step 2;
the display processing module is used for realizing the steps 3-7;
and the filing and recording module is used for realizing the step 8.
The invention provides electronic equipment which comprises at least one processing unit and at least one storage unit, wherein the storage unit stores a computer program, and when the program is executed by the processing unit, the processing unit executes the automatic processing recommendation method of the steps 1-8.
The invention has the advantages that:
according to the invention, the visual operation of the converged page is carried out on the execution API of the fault-related system, so that the complex operation of switching, inquiring and confirming among the operation and maintenance personnel and each system is fundamentally solved, and the working efficiency of the operation and maintenance personnel is improved;
according to the method, the scheme recommendation algorithm is utilized, the scheme execution flow is automatically matched, the related query parameters are automatically obtained to initiate query, operation and maintenance personnel can conveniently use the existing processing scheme, the fault processing experience is utilized, the dependency on the experience of the operation and maintenance personnel is reduced, and the operation and maintenance quality is improved;
the invention effectively solves the problem of difficult operation and maintenance knowledge experience accumulation by processing the fault and recording the fault processing steps, and improves the standardization of operation and maintenance.
The above is only a preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes will occur to those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A method for recommending the automatic processing of a fault work order is characterized by comprising the following steps:
receiving a fault work order;
matching whether the fault work order exists in the fault recommendation model;
if the matching is successful, outputting a matching fault processing step;
judging whether the step is a query step;
if the step is a query step, automatically matching fault related information for query, and outputting a query result;
and after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme.
2. The automated process recommendation method according to claim 1, wherein the fault recommendation model stores processed fault work orders and work order processing steps, and is classified according to a business system to which the work orders belong;
in the fault recommendation model, classifying the fault work order to be processed according to the service system to which the fault work order to be processed belongs; in the system, comparing the similarity of the content characteristics of the work orders of the faults to be processed with the content characteristics of all the work orders of the faults processed in the system; and a work order processing step of taking the processed fault work order with the highest similarity from the processed fault work orders with the similarity larger than the threshold value as a matching result.
3. The automated process recommendation method of claim 1, further comprising:
and displaying the successfully matched fault processing steps, wherein the page displays the operating system, the operating parameters, the combined statements and the execution results in a subarea manner.
4. The automated process recommendation method of claim 1, further comprising:
judging whether the query result is correct or not;
if the correction is correct, the fault processing is finished;
if not, the operation and maintenance personnel select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing.
5. The automated process recommendation method of claim 1, further comprising:
and if the matching fails, displaying the step flow on the page, and enabling the operation and maintenance personnel to select the system, execute the action, input the parameters and execute the operation by themselves, and outputting a processing result to finish the fault processing.
6. The automated process recommendation method of claim 1, further comprising:
if the operation is not the query step, the operation and maintenance personnel output suggestions to execute the work, select the system, execute actions, input parameters, execute operations and output processing results to finish fault processing.
7. The automated process recommendation method of claim 1, wherein said operational steps are visualized to support access to third party API interfaces, parameters via configuration.
8. The automated process recommendation method of claim 1, further comprising:
when the archiving is completed, the user is required to score the selection scheme, and the scoring range is 0-5;
according to the system latitude, carrying out data characteristic analysis aiming at the filed fault work order content and the fault processing scheme, calling an algorithm for modeling, and generating a new version model file;
and carrying out comparison and scoring on the verification set data, and carrying out updating and replacement when the score of the new version model file is superior to that of the currently used version.
9. An automated processing recommendation system for a trouble order, comprising:
a receiving module to:
receiving a fault work order;
a fault recommendation module to:
matching whether the fault work order exists or not based on the fault recommendation model;
a display processing module for:
when the matching is successful, outputting a matching fault processing step;
when the matching fails, the page shows the flow of the steps, and operation and maintenance personnel select the system, execute the action, input the parameters and execute the operation by themselves and output the processing result to finish the fault processing;
judging whether the step is a query step;
if the step is a query step, automatically matching fault related information for query, and outputting a query result; if the query result is obtained, the fault processing is completed; if the query result is incorrect, the operation and maintenance personnel select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing;
if the operation is not the query step, outputting a suggestion to execute the work, and the operation and maintenance personnel self-select the system, execute the action, input the parameters, execute the operation and output the processing result to finish the fault processing;
an archive recording module to:
and after the fault processing is finished, carrying out fault filing on the processing steps, and carrying out standardized recording as a fault processing scheme.
10. An electronic device comprising at least one processing unit and at least one memory unit, wherein the memory unit stores a computer program that, when executed by the processing unit, causes the processing unit to perform the automated process recommendation method of any one of claims 1-8.
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| CN202111295616.2A CN114254099A (en) | 2021-11-03 | 2021-11-03 | Automatic processing recommendation method and system for fault work order and electronic equipment |
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| CN202111295616.2A CN114254099A (en) | 2021-11-03 | 2021-11-03 | Automatic processing recommendation method and system for fault work order and electronic equipment |
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