CN114386869A - Operation and maintenance work order distribution method and device, electronic equipment and storage medium - Google Patents
Operation and maintenance work order distribution method and device, electronic equipment and storage medium Download PDFInfo
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Abstract
The application provides an operation and maintenance work order distribution method and device, electronic equipment and a storage medium, and relates to the technical field of automation. The operation and maintenance work order distribution method comprises the following steps: after the work order content of the preset operation and maintenance work order and the attribute information of the preset operation and maintenance work order are obtained, the target processing personnel are matched for the preset operation and maintenance work order according to the work order content and the attribute information, and operation and maintenance notification information aiming at the preset operation and maintenance work order is pushed to the target processing personnel so as to instruct the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order. Therefore, the method and the device realize automatic dispatch of the operation and maintenance work order according to the work order content and the attribute information, and reduce the flow time of the work order in the dispatch flow. In addition, work order content and attribute information are referred to in the matching process of the target processing personnel, so that the matching degree of the operation and maintenance work order on the target processing personnel is higher, the work order distribution accuracy is improved, and the processing efficiency and the processing quality of the operation and maintenance work order are further improved.
Description
Technical Field
The invention relates to the technical field of automation, in particular to an operation and maintenance work order distribution method and device, electronic equipment and a storage medium.
Background
With the rapid development of informatization, technicians develop various systems or platforms for production and life, and when the systems or platforms have faults, the faults need to be processed in time.
The existing fault handling mode is usually a work order system, and after a fault occurs, operation and maintenance work orders need to be distributed through personnel with specific authority, so that the distribution of the operation and maintenance work orders has certain randomness and subjectivity, the matching degree of the operation and maintenance work orders and the distributed personnel cannot be ensured, and the processing efficiency and the processing quality of the fault are influenced to a certain degree.
Disclosure of Invention
The present invention provides a method, an apparatus, an electronic device and a storage medium for dispatching an operation and maintenance work order, so as to implement automatic chemical distribution dispatching of the operation and maintenance work order.
In order to achieve the above purpose, the technical solutions adopted in the embodiments of the present application are as follows:
in a first aspect, an embodiment of the present application provides an operation and maintenance work order dispatching method, including:
acquiring work order content of a preset operation and maintenance work order and attribute information of the preset operation and maintenance work order;
matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information;
and pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel to indicate the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order.
Optionally, the attribute information includes: category attribute information, and non-category attribute information; the matching of the preset operation and maintenance work order with target processing personnel according to the work order content and the attribute information comprises the following steps:
determining whether the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority or processing time priority according to the category attribute information;
if the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority, matching the work order content with the work order content of each historical operation and maintenance work order in a historical operation and maintenance work order library to obtain the content similarity of the work order content and each historical operation and maintenance work order;
determining a target historical operation and maintenance work order with content similarity meeting preset conditions from processing the historical operation and maintenance work orders according to the content similarity;
and determining the target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information.
Optionally, the determining, according to the content similarity, a target historical operation and maintenance work order whose content similarity satisfies a preset condition from processing the historical operation and maintenance work orders includes:
according to the content similarity, conducting similarity sequencing on the processed historical operation and maintenance work orders;
and determining a plurality of historical operation and maintenance work orders with content similarity meeting preset conditions as the target historical operation and maintenance work order according to the similarity sequencing result.
Optionally, the non-category attribute information includes: the dispatching personnel range and the processing position of the preset operation and maintenance work order; determining the target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information, wherein the determining comprises the following steps:
and according to the scope of the dispatching personnel and the processing personnel, determining conditions meeting the scope of the dispatching personnel from historical processing personnel of the target historical operation and maintenance work order, wherein the processing personnel with the distance between the personnel position and the processing position meeting preset distance conditions are the target processing personnel.
Optionally, the non-category attribute information includes: the processing position is used for matching a target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information, and comprises the following steps:
if the operation and maintenance target of the preset operation and maintenance work order is that the processing time is prior, determining processing personnel with a distance between a personnel position and a processing position meeting a preset distance condition from preset processing personnel according to the processing position;
and according to the work order content, determining the processing personnel with the similarity of the content of the involved historical operation and maintenance work order and the work order content meeting the preset condition from the processing personnel with the distance meeting the preset distance condition as the target processing personnel.
Optionally, the non-category attribute information further includes: the dispatching personnel range of the operation and maintenance work order is preset; determining a processing person participating in the historical operation and maintenance work order from the processing persons whose distance meets a preset distance condition according to the work order content, wherein the processing person whose similarity between the content of the participating historical operation and maintenance work order and the work order content meets the preset condition is taken as the target processing person, and the method comprises the following steps:
and according to the work order content and the scope of the dispatched personnel, determining the processing personnel with the similarity between the content of the participated historical operation and maintenance work order and the work order content meeting the preset condition from the processing personnel with the distance meeting the preset distance condition, wherein the processing personnel meeting the scope of the dispatched personnel is the target processing personnel.
Optionally, the method further includes:
the preset condition that the similarity between the content of the historical operation and maintenance work order and the content of the work order meets comprises the following steps:
and the content similarity in each historical operation and maintenance work order meets a preset similarity condition, and the operation and maintenance knowledge base score corresponding to the historical operation and maintenance work order meets a preset score condition.
In a second aspect, an embodiment of the present application further provides an operation and maintenance work order distributing device, which is characterized in that the device includes: the device comprises an acquisition module, a matching module and a pushing module;
the acquisition module is used for acquiring the work order content of a preset operation and maintenance work order and the attribute information of the preset operation and maintenance work order;
the matching module is used for matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information;
the pushing module is used for pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel so as to indicate the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order.
In a third aspect, an embodiment of the present application further provides an electronic device, including: the system comprises a processor, a storage medium and a bus, wherein the storage medium stores program instructions executable by the processor, when an electronic device runs, the processor and the storage medium communicate through the bus, and the processor executes the program instructions to execute the steps of the operation and maintenance work order dispatching method according to any one of the first aspect.
In a fourth aspect, an embodiment of the present application further provides a computer-readable storage medium, where the storage medium stores a computer program, and the computer program is executed by a processor to perform the steps of the operation and maintenance work order dispatching method according to any one of the first aspect.
The beneficial effect of this application is: the embodiment of the application provides an operation and maintenance work order dispatching method, which comprises the steps of obtaining work order content of a preset operation and maintenance work order and attribute information of the preset operation and maintenance work order, matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information, and pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel so as to instruct the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order. Therefore, the method and the device realize automatic dispatch of the operation and maintenance work order according to the work order content and the attribute information, and reduce the flow time of the work order in the dispatch flow. In addition, work order content and attribute information are referred to in the matching process of the target processing personnel, so that the matching degree of the operation and maintenance work order on the target processing personnel is higher, the work order distribution accuracy is improved, and the processing efficiency and the processing quality of the operation and maintenance work order are further improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
Fig. 1 is a flowchart of an operation and maintenance work order dispatching method according to an embodiment of the present application;
FIG. 2 is a flowchart illustrating a method for dispatching an operation and maintenance work order according to another embodiment of the present disclosure;
fig. 3 is a flowchart of an operation and maintenance work order dispatching method according to another embodiment of the present application;
FIG. 4 is a flowchart illustrating a method for dispatching an operation and maintenance work order according to yet another embodiment of the present application;
fig. 5 is a schematic diagram of an operation and maintenance work order creation interface according to an embodiment of the present application;
fig. 6 is a schematic view of an operation and maintenance work order dispatching device according to an embodiment of the present application;
fig. 7 is a schematic view of an electronic device according to an embodiment of the present application.
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.
In the present application, unless otherwise specifically stated or limited, "a plurality" in the description of the present invention means at least two, for example, two, three, unless otherwise specifically limited. The terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
At present, various systems or platforms are widely applied to production life, such as an energy management system, operation and maintenance related work (such as power distribution operation and maintenance work) in the energy management platform is a work order system, that is, a task work order needs to be generated once for defect elimination work, fault elimination work and alarm elimination work related in the platform, and the closed-loop process is promoted by 'work order generation, work order execution, work order result verification and work order confirmation'. The existing task work order dispatching is assigned and dispatched by personnel with specific authority according to work division, the work order dispatching has certain randomness and subjectivity, the matching degree and the success degree of the assigned personnel of the work order do not necessarily meet the defect elimination work, and the timeliness and the defect elimination quality of the defect elimination work can be influenced to a certain degree.
Aiming at the problem that the matching degree of the existing operation and maintenance work order dispatching method is limited, the embodiment of the application provides multiple possible implementation modes so as to realize automatic chemical combination dispatching of the operation and maintenance work order. The following is explained by way of a number of examples in connection with the drawings. Fig. 1 is a flowchart of an operation and maintenance work order dispatching method according to an embodiment of the present application, where the method may be implemented by an electronic device running the method, and the electronic device may be, for example, a terminal device or a server. As shown in fig. 1, the method includes:
step 101: and acquiring the work order content of the preset operation and maintenance work order and the attribute information of the preset operation and maintenance work order.
It should be noted that, when the operation and maintenance work order is distributed, in order to distribute the work order more reasonably, first, the work order content of the preset operation and maintenance work order and the attribute information of the preset operation and maintenance work order need to be obtained. The operation and maintenance work order content refers to relevant information of the operation and maintenance or the fault indicated by the work order, and for example, the operation and maintenance work order content may include: work order source, processing location, etc. In one possible implementation, the work order source, such as in an energy management system, may be a routine inspection, a discovered defect, an equipment failure, an alarm, etc. The processing position may be a geographical position indicated by a preset operation and maintenance work order, for example, a longitude and latitude coordinate of a fault clearing place of the preset operation and maintenance work order; the system position indicated by the operation and maintenance work order may also be preset, or a local position, for example, a specific position of a certain pipeline indicated by the operation and maintenance work order is preset, which is described above only as an example, and in an actual implementation, the processing position may also have other forms, which is not limited in this application.
In addition, the attribute information of the preset operation and maintenance work order refers to attribute information capable of assisting the dispatch of the preset operation and maintenance work order, such as work order emergency degree (the work order emergency degree indicates the processing priority of the preset operation and maintenance work order, and may include, for example, general, emergency, serious, and the like, and the higher the emergency degree indicates the higher the priority of the operation and maintenance work order processing), operation and maintenance personnel location, historical work order information, and the like. This application does not restrict this, and the user can expand or update the attribute information of predetermineeing the fortune dimension work order dispatch according to the dispatch needs of reality, as long as can satisfy the supplementary use needs of predetermineeing the fortune dimension work order dispatch of this can.
Step 102: and matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information.
And matching the preset operation and maintenance work order with personnel through the work order content and the attribute information in the step 101, so as to match the target handler. It should be noted that the target handler obtained by matching according to the work order content and the attribute information is the preferred of the preset work order under the current condition, and is not the only choice, so that the user can optimize the logic of work order matching by adjusting the matching rule or by technical means such as machine learning model creation, and the like, so that the matching target handler has a higher adaptation degree.
Step 103: and pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel to indicate the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order.
In a possible implementation manner, the operation and maintenance notification information of the preset operation and maintenance work order may be pushed to the target processing person in a notification manner such as a short message, a WeChat, a mail, a telephone, and the like, and the target processing person may perform the operation and maintenance processing on the preset operation and maintenance work order according to the notification information after receiving the pushed operation and maintenance notification information. The operation and maintenance notification information may include information such as work order content, processing time, processing urgency, and the like, and may also include prompt information such as processing method guidance. The above is merely an example, and in an actual implementation, the notification information may further include other content, which is not limited in this application.
In summary, the embodiment of the present application provides an operation and maintenance work order dispatching method, which includes obtaining work order content of a preset operation and maintenance work order and attribute information of the preset operation and maintenance work order, matching a target handler for the preset operation and maintenance work order according to the work order content and the attribute information, and pushing operation and maintenance notification information for the preset operation and maintenance work order to the target handler to instruct the target handler to perform operation and maintenance processing on the preset operation and maintenance work order. Therefore, the method and the device realize automatic dispatch of the operation and maintenance work order according to the work order content and the attribute information, and reduce the flow time of the work order in the dispatch flow. In addition, work order content and attribute information are referred to in the matching process of the target processing personnel, so that the matching degree of the operation and maintenance work order on the target processing personnel is higher, the work order distribution accuracy is improved, and the processing efficiency and the processing quality of the operation and maintenance work order are further improved.
Optionally, on the basis of fig. 1, the attribute information includes: category attribute information, and non-category attribute information; fig. 2 is a flowchart of an operation and maintenance work order dispatching method according to another embodiment of the present application; as shown in fig. 2, step 102: according to the work order content and the attribute information, matching target processing personnel for the preset operation and maintenance work order, and the method comprises the following steps:
step 201: and determining whether the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority or processing time priority according to the category attribute information.
Note that the attribute information includes: category attribute information and non-category attribute information. The category attribute information may be attribute information that can classify an operation and maintenance target of a preset operation and maintenance work order, and in a possible implementation manner, the category attribute information may be attribute information directly corresponding to the operation and maintenance target, for example, the category attribute information includes: the operation and maintenance quality priority class and the processing time priority class correspond to two operation and maintenance targets of operation and maintenance quality priority and processing time priority respectively. In another possible implementation manner, the category attribute information may be attribute information indirectly corresponding to the operation and maintenance target, that is, the category attribute information indirectly guides the operation and maintenance target, for example, the category attribute information may be work order urgency degree, which is divided into general and urgent categories and respectively corresponds to two operation and maintenance targets with operation and maintenance quality priority and processing time priority. The above is merely an example, and in actual use, there may be other setting manners of the category attribute information, which is not limited in this application as long as the category attribute can be used to classify the preset operation and maintenance work order.
And determining an operation and maintenance target of the preset operation and maintenance work order according to the category attribute information, wherein if the operation and maintenance target is operation and maintenance quality priority, the operation and maintenance quality of the matched target processing personnel needs to be considered preferentially by the preset operation and maintenance work order. If the operation and maintenance target is that the processing time is prior, it indicates that the preset operation and maintenance work order needs to take the processing speed of the operation and maintenance work order into consideration.
Step 202: and if the operation and maintenance target of the preset operation and maintenance work order is that the operation and maintenance quality is prior, matching the work order content with the work order content of each historical operation and maintenance work order in the historical operation and maintenance work order library to obtain the content similarity of the work order content and each historical operation and maintenance work order.
If the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority, that is, the operation and maintenance quality of the matched target processing personnel needs to be considered preferentially, therefore, the work order content is matched with the work order content of each historical operation and maintenance work order in the historical operation and maintenance work order library. The historical operation and maintenance work order information that has already been completed is stored in the historical operation and maintenance work order library, and may include, for example, the content of the historical work order, the historical work order handler, and the evaluation after the historical work order is completed. According to the work order content of the preset operation and maintenance work order, when the work order corresponding to the preset operation and maintenance work order is matched from the historical operation and maintenance work order library, accurate matching can be carried out according to the work order content, and matching can also be carried out through modes such as fuzzy search, keyword search and the like. After the matching is completed, the work order content of the matched historical operation and maintenance work order and the similarity between the historical operation and maintenance work order and the preset operation and maintenance work order can be obtained. It should be noted that, the specific calculation method of the similarity is not limited in the present application, and for example, the calculation may be performed according to the similarity of the keywords, or the calculation may be performed by using the overlapping degree of the work order contents, and the user may set the calculation method of the similarity according to actual needs. In a specific implementation manner, the similarity between the preset operation and maintenance work order to be distributed and the historical operation and maintenance work order can be determined according to fuzzy search and an internal word bank, the similarity ranking is performed, and meanwhile, corresponding work order processing personnel are listed.
Step 203: and according to the content similarity, determining a target historical operation and maintenance work order with the content similarity meeting a preset condition from the historical operation and maintenance work orders.
And determining the historical operation and maintenance work order with the content similarity meeting the preset condition as the target historical operation and maintenance work order according to the similarity obtained in the step 202. It should be noted that preset conditions may be set, so as to screen out a historical work order from the historical operation and maintenance work orders, where the degree of similarity between the historical operation and maintenance work order and the preset operation and maintenance work order meets the requirement, and the more severe the condition set by the preset conditions is (for example, the condition is that the content similarity is greater than or equal to 90%), the higher the degree of similarity between the obtained target historical operation and maintenance work order and the preset operation and maintenance work order is, and then a processing person having a processing experience with the operation and maintenance work order may be matched, so as to enable the quality of processing the operation and maintenance work order to be higher. Conversely, the more relaxed the preset condition is set (for example, the condition is that the content similarity is greater than or equal to 50%), the more target historical operation and maintenance work orders meeting the requirement of the preset condition of the similarity are obtained, that is, the more selectable historical handlers are. The above is merely an example, and in actual implementation, a user may set a preset condition according to needs, which is not limited in the present application.
Step 204: and determining target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information.
It should be noted that, through step 203, one or more target historical operation and maintenance work orders can be obtained, and all the target historical operation and maintenance work orders meet the preset condition of content similarity, so that if a plurality of target historical operation and maintenance work orders are obtained, when further selection is performed, screening can be performed according to non-category attribute information, where the non-category attribute information is attribute information that does not perform a classification function on the preset operation and maintenance work order operation and maintenance targets, such as the position of a processing person, the average work order processing time of each processing person, the work order processing score record of each processing person, and the like. The application does not limit the specific attribute types contained in the non-category attribute information, and the user can add or update the non-category attributes according to actual needs.
And further screening the historical processing personnel corresponding to the historical operation and maintenance work order according to the non-category attribute information, and further determining target processing personnel.
By the method, the preset operation and maintenance work order with the operation and maintenance quality priority is processed, and in the processing, the preset operation and maintenance work order is preferentially screened according to the matching degree of the historical work order, so that the preset operation and maintenance work order can be matched with processing personnel with more processing experience on the operation and maintenance work order, and the processing quality of the operation and maintenance work order is higher.
Optionally, on the basis of fig. 2, the present application further provides a possible implementation manner of the operation and maintenance work order dispatching method, and fig. 3 is a flowchart of an operation and maintenance work order dispatching method provided in another embodiment of the present application; as shown in fig. 3, determining a target historical operation and maintenance work order with content similarity satisfying a preset condition from the historical operation and maintenance work orders according to the content similarity includes:
step 301: and sequencing the similarity of the historical operation and maintenance work orders according to the content similarity.
In a possible implementation manner, the similarity ranking may be performed on each historical operation and maintenance work order according to the content similarity, so as to obtain a similarity sequence of each historical operation and maintenance work order.
Step 302: and determining a plurality of historical operation and maintenance work orders with content similarity meeting preset conditions as target historical operation and maintenance work orders according to the similarity sequencing result.
According to the similarity sorting result, the historical operation and maintenance work orders with the higher similarity sorting can be used as the target historical operation and maintenance work orders by setting a preset condition or selecting the previous preset number of historical operation and maintenance work orders with the higher similarity sorting. The above is merely an example, and in an actual implementation, there may be other selection manners of the target historical operation and maintenance work order, which is not limited in the present application.
The historical operation and maintenance work orders are sorted according to the similarity sorting result, so that the selection logic of the target historical operation and maintenance work order is optimized, and the method is more stable in operation.
Optionally, on the basis of fig. 2, the non-category attribute information includes: presetting the dispatching personnel range and the processing position of the operation and maintenance work order; the application also provides a possible implementation manner of the operation and maintenance work order dispatching method, and the method comprises the following steps of determining target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information, wherein the method comprises the following steps:
and according to the scope of the dispatching personnel and the processing personnel, determining the conditions meeting the scope of the dispatching personnel from the historical processing personnel of the target historical operation and maintenance work order, wherein the processing personnel with the distance between the personnel position and the processing position meeting the preset distance condition are the target processing personnel.
In a possible implementation manner, the non-category attribute information may be an operation and maintenance work order dispatching personnel range, a processing position and the like, the specific attribute types included in the non-category attribute information are not limited, and a user may add or update the non-category attributes according to actual needs.
In a possible implementation manner, the dispatch personnel range in the non-category attribute information means that the processors on which the operation and maintenance work order is going to be dispatched are excluded from the processor range of the operation and maintenance work order; the personnel position is a specific geographical position of each processing personnel, and the position can be obtained in various ways, for example, personnel positioning data collected by a system applet terminal and the like can be combined, and the method for obtaining the personnel position is not limited in the application.
After the processing personnel are further screened through the range of the dispatching personnel, the processing personnel meeting the range of the dispatching personnel are determined from the historical processing personnel of the target historical operation and maintenance work order, namely, the processing personnel which do not have the ongoing operation and maintenance work order are screened from the historical processing personnel. It should be noted that, the above is only an example, and only an embodiment of determining the range of the operation and maintenance work order dispatch personnel first and performing the screening according to the processing position is described as an example, but it is understood that the selection may be performed according to the processing position first and then the range of the operation and maintenance work order dispatch personnel is determined, that is, the order of the two screening may be changed, and details of the present application are not repeated herein.
And screening the processing personnel by using non-category attributes such as the dispatching personnel range, the processing position and the like of the preset operation and maintenance work order to obtain the target processing personnel, so that the obtained relevant conditions of the target processing personnel can better meet the actual use requirement.
Optionally, on the basis of fig. 2, when the non-category attribute information includes a processing location, the present application further provides a possible implementation manner of the operation and maintenance work order dispatching method, and fig. 4 is a flowchart of an operation and maintenance work order dispatching method according to yet another embodiment of the present application; as shown in fig. 4, matching the preset operation and maintenance work order with the target handler according to the work order content and the attribute information includes:
step 401: and if the operation and maintenance target of the preset operation and maintenance work order is that the processing time is prior, determining the processing personnel with the distance between the personnel position and the processing position meeting the preset distance condition from the preset processing personnel according to the processing position.
If the operation and maintenance target of the preset operation and maintenance work order is that the processing time is prior, that is, the preset operation and maintenance work order needs to take the processing speed of the operation and maintenance work order into priority, therefore, the screening is performed according to the distance between the personnel position and the processing position, and it can be understood that the smaller the distance between the personnel position and the processing position is, the faster the processing personnel can reach the processing position, and then the operation and maintenance work order processing can be started more quickly. Therefore, the processing speed of the operation and maintenance work order can be ensured by screening the processing personnel of which the distance between the personnel position and the processing position in the preset processing personnel meets the preset distance condition. It should be noted that the preset processing personnel are processing personnel who meet the preset screening conditions, for example, whether each processing personnel has a work order being processed is screened in advance, and if no work order being processed exists, the preset screening conditions are met, that is, the preset processing personnel are the preset processing personnel; for another example, the urban area or other geographic area where each processing person is located may be divided into criteria for screening whether each processing person is located in the geographic area where the current operation and maintenance work order is located, and if the processing person is located in the geographic area range where the preset operation and maintenance work order is located, the processing person meets the preset screening condition, that is, the processing person is the preset processing person. The above is merely an example, and in practical use, there may be other ways to determine the preset processing personnel, which is not limited in the present application.
Step 402: and according to the content of the work order, determining the processing personnel with the similarity of the content of the participatory historical operation and maintenance work order and the content of the work order meeting the preset condition as target processing personnel from the processing personnel with the distance meeting the preset distance condition.
And determining the processing personnel with the similarity of the content of the participated historical operation and maintenance work order and the content of the work order meeting the preset condition as target processing personnel among the processing personnel with the distance meeting the preset distance condition according to the content of the work order. The specific method of this step may be implemented with reference to step 204, step 301, and step 302, which are not described herein again.
The processing speed of the preset operation and maintenance work order is guaranteed by preferentially screening the processing personnel meeting the preset distance condition.
Optionally, on the basis of fig. 4, the non-category attribute information further includes: presetting the range of dispatching personnel of the operation and maintenance work order; the application also provides a possible implementation manner of the operation and maintenance work order distribution method, wherein the historical operation and maintenance work orders are determined to participate in the processing personnel with the distance meeting the preset distance condition according to the work order content, and the processing personnel with the similarity between the content of the historical operation and maintenance work orders and the work order content meeting the preset condition are taken as target processing personnel, and the method comprises the following steps:
according to the work order content and the range of the dispatching personnel, determining the processing personnel with the similarity between the content of the participated historical operation and maintenance work order and the work order content meeting the preset condition from the processing personnel with the distance meeting the preset distance condition, and taking the processing personnel meeting the condition of the range of the dispatching personnel as the target processing personnel.
The dispatching personnel range refers to that the operating and maintenance work order is excluded from the range of the operating and maintenance work order dispatching processing personnel; according to the content of the work order and the range of the dispatching personnel, the processing personnel who participate in the process of the historical operation and maintenance work order and the similarity of the content of the work order meet the preset condition are screened out from the processing personnel who meet the preset distance condition, and the specific method for screening according to the similarity of the content of the historical operation and maintenance work order and the content of the work order is explained in detail in the above embodiment, and is not repeated here. Further, among these processing persons, further screening is performed according to the scope of the dispatch persons, and the processing persons satisfying the condition of the scope of the dispatch persons are targeted processing persons. It should be noted that, the above is only an example, and only an embodiment of first determining the similarity between the content of the historical operation and maintenance work order and the content of the work order and performing the screening according to the scope of the dispatching personnel is described as an example, but it may be understood that the screening may be performed according to the scope of the dispatching personnel, and then the similarity between the content of the historical operation and maintenance work order and the content of the work order is determined, that is, the order of the two screening is changed, which is not described herein again.
And screening the processing personnel by using the non-category attributes such as the range of the dispatching personnel of the preset operation and maintenance work order, the similarity between the content of the historical operation and maintenance work order and the content of the work order, and the like to obtain the target processing personnel, so that the obtained relevant conditions of the target processing personnel can better meet the actual use requirement.
Optionally, on the basis of the foregoing embodiment, the present application further provides a possible implementation manner of the operation and maintenance work order dispatching method, where the preset condition that the similarity between the content of the historical operation and maintenance work order and the content of the work order satisfies includes:
the content similarity of each historical operation and maintenance work order meets a preset similarity condition, and the operation and maintenance knowledge base score corresponding to the historical operation and maintenance work order meets a preset score condition.
It should be noted that the non-category attribute information may include an operation and maintenance knowledge base score, where the operation and maintenance knowledge base score refers to a score of a target historical operation and maintenance work order obtained by matching the preset operation and maintenance agent in the operation and maintenance knowledge base, and the score determines, to a certain extent, whether the processing condition of the historical work order is normative or generalizable, so that the processing level and the processing quality of the historical operation and maintenance work order processor are reflected to a certain extent. Therefore, the operation and maintenance knowledge base score is used as a part of the preset conditions to assist in screening the historical operation and maintenance work order, so that the screening is more rigorous, and the processing quality of the operation and maintenance work order is further improved.
Optionally, on the basis of performing auxiliary screening by using the operation and maintenance knowledge base score, the operation and maintenance knowledge corresponding to the historical operation and maintenance work order with the highest similarity to the work order content or meeting the preset condition may be used as the target operation and maintenance knowledge; in addition, the operation and maintenance notification information includes: and the target operation and maintenance knowledge is used for indicating the target processing personnel to carry out operation and maintenance processing on the preset operation and maintenance work order based on the target operation and maintenance knowledge. Therefore, the effect of assisting the target processing personnel in carrying out operation and maintenance work order processing is achieved.
Optionally, the work order content, the attribute information, and the like of the operation and maintenance work order may be created by a user, and in a possible implementation manner, the operation and maintenance work order source of the system mainly includes conventional inspection, defects found, equipment faults, and alarms, so that the user may create the operation and maintenance work order by adding inspection/defects/faults/alarms. On the basis, each type of work order is classified according to the urgency of processing, and for example, the work order can be classified into general, serious and the like. It should be noted that the source of the operation and maintenance work order may also be used as a type attribute information, because the source of the operation and maintenance work order may determine the processing content of the operation and maintenance work order and the related processing personnel, so as to guide the operation and maintenance target of the operation and maintenance work order, for example, the inspection work order mainly uses the conventional work, whether the on-site inspection equipment is abnormal or not is mainly passed, the work has a certain periodicity and standardization, and the work order distribution object range is large; if the alarm work order is related, the work has certain speciality, if the alarm content is No. 1 transformer light gas alarm, the knowledge plane and the processing experience of the work order processing personnel can determine the processing quality of the alarm work order.
In a specific implementation manner, fig. 5 is a schematic view of an operation and maintenance work order creation interface provided in an embodiment of the present application, and as shown in fig. 5, a user may create an operation and maintenance work order on an image interface by typing or selecting.
Optionally, after the user creates the operation and maintenance work order, an inspection/defect/fault/alarm work transfer order may be set, that is, a work transfer order operation is implemented on a preset operation and maintenance work order, an automatic work order dispatch or a manual work order dispatch may be selected in the work transfer order operation, and if an automatic work order dispatch is selected, the method provided by the embodiment of the present application is executed.
Optionally, after the preset operation and maintenance order is completed, the related information of the preset operation and maintenance order is updated to the historical operation and maintenance work order library, and with the increase of the sample size of the historical operation and maintenance work order of the using system or platform, the operation and maintenance work order dispatch strategy is gradually upgraded, so that the purpose of self-iteration is achieved.
In summary, the present invention provides an operation and maintenance work order dispatching method applied to a system or a platform, which includes adding an operation and maintenance work order, transferring the work order, and dispatching the work order, wherein the dispatching of the work order supports manual dispatching and automatic dispatching. When the work order dispatching is set to be automatically dispatched, the system is constructed based on the matching of the work order dispatching on the dimensionalities of personnel major, personnel work order state, personnel positioning, personnel historical work order execution condition, operation and maintenance knowledge base scoring and the like, the self-training of the matching upgrading is realized along with the increase of the sample size, the work order flow time is reduced, and the work order dispatching accuracy is improved. The work order is automatically distributed, the work order distribution matching degree and the work order processing efficiency are improved, and the site hidden danger risk is reduced.
The following description is provided for the operation and maintenance work order dispatching device, the electronic device, the storage medium, and the like provided in the present application, and specific implementation processes and technical effects thereof are referred to above, and are not described again below.
The embodiment of the application provides a possible implementation example of an operation and maintenance work order dispatching device, and the operation and maintenance work order dispatching method provided by the embodiment can be executed. Fig. 6 is a schematic view of an operation and maintenance work order dispatching device according to an embodiment of the present application. As shown in fig. 6, the operation and maintenance work order distribution apparatus 100 includes: the device comprises an acquisition module 61, a matching module 63 and a pushing module 65;
the obtaining module 61 is configured to obtain work order content of a preset operation and maintenance work order and attribute information of the preset operation and maintenance work order;
the matching module 63 is used for matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information;
and the pushing module 65 is configured to push operation and maintenance notification information for the preset operation and maintenance work order to the target processing personnel so as to instruct the target processing personnel to perform operation and maintenance processing for the preset operation and maintenance work order.
Optionally, the attribute information includes: category attribute information, and non-category attribute information; the matching module 63 is configured to determine, according to the category attribute information, whether an operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality first or processing time first; if the operation and maintenance target of the preset operation and maintenance work order is that the operation and maintenance quality is prior, matching the work order content with the work order content of each historical operation and maintenance work order in the historical operation and maintenance work order library to obtain the content similarity of the work order content and each historical operation and maintenance work order; according to the content similarity, determining a target historical operation and maintenance work order with the content similarity meeting a preset condition from all historical operation and maintenance work orders; and determining target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information.
Optionally, the matching module 63 is configured to perform similarity ranking on each historical operation and maintenance work order according to the content similarity; and determining a plurality of historical operation and maintenance work orders with content similarity meeting preset conditions as target historical operation and maintenance work orders according to the similarity sequencing result.
Optionally, the matching module 63 is configured to determine, according to the scope of the staff to be dispatched and the processing staff, a condition that the scope of the staff to be dispatched is met from the historical processing staff of the target historical operation and maintenance work order, and the processing staff whose distance between the staff position and the processing position meets the preset distance condition is the target processing staff.
Optionally, the matching module 63 is configured to determine, according to the processing position, a processing person whose distance between the person position and the processing position meets a preset distance condition from preset processing persons if the operation and maintenance target of the preset operation and maintenance work order is that the processing time is first; and according to the content of the work order, determining the processing personnel with the similarity of the content of the participatory historical operation and maintenance work order and the content of the work order meeting the preset condition as target processing personnel from the processing personnel with the distance meeting the preset distance condition.
Optionally, the matching module 63 is configured to determine, according to the work order content and the scope of the dispatch staff, a processing staff whose distance meets a preset distance condition from among the processing staff whose distance meets the preset distance condition, that the similarity between the content of the involved historical operation and maintenance work order and the work order content meets the preset condition, and the processing staff meeting the scope of the dispatch staff is a target processing staff.
The above-mentioned apparatus is used for executing the method provided by the foregoing embodiment, and the implementation principle and technical effect are similar, which are not described herein again.
These above modules may be one or more integrated circuits configured to implement the above methods, such as: one or more Application Specific Integrated Circuits (ASICs), or one or more microprocessors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs), among others. For another example, when one of the above modules is implemented in the form of a Processing element scheduler code, the Processing element may be a general-purpose processor, such as a Central Processing Unit (CPU) or other processor capable of calling program code. For another example, these modules may be integrated together and implemented in the form of a system-on-a-chip (SOC).
The embodiment of the application provides a possible implementation example of an electronic device, which can execute the operation and maintenance work order dispatching method provided by the embodiment. Fig. 7 is a schematic diagram of an electronic device according to an embodiment of the present application, where the electronic device may be integrated in a terminal device or a chip of the terminal device, and the terminal may be a computing device with a data processing function.
The electronic device includes: the system comprises a processor 701, a storage medium 702 and a bus, wherein the storage medium stores program instructions executable by the processor, when the control device runs, the processor and the storage medium communicate through the bus, and the processor executes the program instructions to execute the steps of the operation and maintenance work order dispatching method. The specific implementation and technical effects are similar, and are not described herein again.
The embodiment of the present application provides a possible implementation example of a computer-readable storage medium, which is capable of executing the operation and maintenance work order dispatching method provided in the foregoing embodiment, where the storage medium stores a computer program, and the computer program is executed by a processor to perform the steps of the operation and maintenance work order dispatching method.
A computer program stored in a storage medium may include instructions for causing a computer device (which may be a personal computer, a server, or a network device) or a processor (which may be a processor) to perform some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: a U disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, a division of a unit is merely a logical division, and an actual implementation may have another division, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
Units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: a U disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. An operation and maintenance work order distribution method is characterized by comprising the following steps:
acquiring work order content of a preset operation and maintenance work order and attribute information of the preset operation and maintenance work order;
matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information;
and pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel to indicate the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order.
2. The method of claim 1, wherein the attribute information comprises: category attribute information, and non-category attribute information; the matching of the preset operation and maintenance work order with target processing personnel according to the work order content and the attribute information comprises the following steps:
determining whether the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority or processing time priority according to the category attribute information;
if the operation and maintenance target of the preset operation and maintenance work order is operation and maintenance quality priority, matching the work order content with the work order content of each historical operation and maintenance work order in a historical operation and maintenance work order library to obtain the content similarity of the work order content and each historical operation and maintenance work order;
determining a target historical operation and maintenance work order with content similarity meeting preset conditions from the historical operation and maintenance work orders according to the content similarity;
and determining the target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information.
3. The method according to claim 2, wherein the determining a target historical operation and maintenance work order with a content similarity satisfying a preset condition from processing the historical operation and maintenance work orders according to the content similarity comprises:
according to the content similarity, conducting similarity sequencing on the processed historical operation and maintenance work orders;
and determining a plurality of historical operation and maintenance work orders with content similarity meeting preset conditions as the target historical operation and maintenance work order according to the similarity sequencing result.
4. The method of claim 2, wherein the non-category attribute information comprises: the dispatching personnel range and the processing position of the preset operation and maintenance work order; determining the target processing personnel from the historical processing personnel of the target historical operation and maintenance work order according to the non-category attribute information, wherein the determining comprises the following steps:
and according to the scope of the dispatching personnel and the processing personnel, determining conditions meeting the scope of the dispatching personnel from historical processing personnel of the target historical operation and maintenance work order, wherein the processing personnel with the distance between the personnel position and the processing position meeting preset distance conditions are the target processing personnel.
5. The method of claim 2, wherein the non-category attribute information comprises: the processing position is used for matching a target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information, and comprises the following steps:
if the operation and maintenance target of the preset operation and maintenance work order is that the processing time is prior, determining processing personnel with a distance between a personnel position and a processing position meeting a preset distance condition from preset processing personnel according to the processing position;
and according to the work order content, determining the processing personnel with the similarity of the content of the involved historical operation and maintenance work order and the work order content meeting the preset condition from the processing personnel with the distance meeting the preset distance condition as the target processing personnel.
6. The method of claim 5, wherein the non-category attribute information further comprises: the dispatching personnel range of the operation and maintenance work order is preset; determining a processing person participating in the historical operation and maintenance work order from the processing persons whose distance meets a preset distance condition according to the work order content, wherein the processing person whose similarity between the content of the participating historical operation and maintenance work order and the work order content meets the preset condition is taken as the target processing person, and the method comprises the following steps:
and according to the work order content and the scope of the dispatched personnel, determining the processing personnel with the similarity between the content of the participated historical operation and maintenance work order and the work order content meeting the preset condition from the processing personnel with the distance meeting the preset distance condition, wherein the processing personnel meeting the scope of the dispatched personnel is the target processing personnel.
7. The method according to any one of claims 2 to 6, wherein the preset condition that the similarity between the content of the historical operation and maintenance work order and the content of the work order meets includes:
and the content similarity in each historical operation and maintenance work order meets a preset similarity condition, and the operation and maintenance knowledge base score corresponding to the historical operation and maintenance work order meets a preset score condition.
8. An operation and maintenance work order distributing device is characterized by comprising: the device comprises an acquisition module, a matching module and a pushing module;
the acquisition module is used for acquiring the work order content of a preset operation and maintenance work order and the attribute information of the preset operation and maintenance work order;
the matching module is used for matching target processing personnel for the preset operation and maintenance work order according to the work order content and the attribute information;
the pushing module is used for pushing operation and maintenance notification information aiming at the preset operation and maintenance work order to the target processing personnel so as to indicate the target processing personnel to carry out operation and maintenance processing aiming at the preset operation and maintenance work order.
9. An electronic device, comprising: a processor, a storage medium and a bus, wherein the storage medium stores program instructions executable by the processor, when the electronic device runs, the processor and the storage medium communicate through the bus, and the processor executes the program instructions to execute the steps of the operation and maintenance work order distribution method according to any one of claims 1 to 5.
10. A computer-readable storage medium, characterized in that the storage medium has stored thereon a computer program which, when being executed by a processor, performs the steps of the operation and maintenance work order dispatch method according to any one of claims 1 to 5.
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| CN114978865A (en) * | 2022-05-19 | 2022-08-30 | 中国联合网络通信集团有限公司 | Intelligent order dispatching method, equipment and medium based on ITSM fault service |
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| CN116777186A (en) * | 2023-08-23 | 2023-09-19 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN114978865A (en) * | 2022-05-19 | 2022-08-30 | 中国联合网络通信集团有限公司 | Intelligent order dispatching method, equipment and medium based on ITSM fault service |
| CN114978865B (en) * | 2022-05-19 | 2023-07-18 | 中国联合网络通信集团有限公司 | Intelligent dispatch method, device and medium based on ITSM fault service |
| CN115796826A (en) * | 2022-11-01 | 2023-03-14 | 河北东来工程技术服务有限公司 | Management method, system, device and storage medium for ship safety management and control |
| CN115796826B (en) * | 2022-11-01 | 2023-08-04 | 河北东来工程技术服务有限公司 | Management method, system and device for ship safety control and storage medium |
| CN116415923A (en) * | 2023-05-22 | 2023-07-11 | 成都秦川物联网科技股份有限公司 | Intelligent gas work order implementation management method and Internet of things system and device |
| CN116415923B (en) * | 2023-05-22 | 2023-08-25 | 成都秦川物联网科技股份有限公司 | Intelligent gas work order implementation management method and Internet of things system and device |
| US12014297B2 (en) | 2023-05-22 | 2024-06-18 | Chengdu Qinchuan Iot Technology Co., Ltd. | Methods for managing smart gas work order implementation and internet of things (IOT) systems thereof |
| CN116777186A (en) * | 2023-08-23 | 2023-09-19 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
| CN116777186B (en) * | 2023-08-23 | 2024-04-02 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
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