CN114416420A

CN114416420A - Equipment problem feedback method and system

Info

Publication number: CN114416420A
Application number: CN202210064061.9A
Authority: CN
Inventors: 金健翔; 蔡健
Original assignee: Shanghai Bilibili Technology Co Ltd
Current assignee: Shanghai Bilibili Technology Co Ltd
Priority date: 2022-01-20
Filing date: 2022-01-20
Publication date: 2022-04-29

Abstract

The application discloses an equipment problem feedback method, which is used in a service platform and comprises the following steps: acquiring log information of each user equipment and storing the log information to a log information base; acquiring feedback information, wherein the feedback information comprises a target device identifier and time information; determining target log information associated with the feedback information from the log information base according to the feedback information; generating a message to be fed back according to the feedback information and the address of the target log information; and pushing the message to be fed back to a target group so as to provide the message to be fed back to the objects in the target group. Compared with the method and the device for providing the problem description only manually, the method and the device for providing the target log information automatically complement the target log information related to the equipment, so that the problems are quickly and accurately positioned and modified according to the input problem description and the target log information, and the solution efficiency is improved.

Description

Equipment problem feedback method and system

Technical Field

The present application relates to the field of data processing, and in particular, to a method and system for feeding back device problems, a computer device, and a computer-readable storage medium.

Background

With the rapid development of internet technology, more and more application software can be installed on electronic equipment. The difference of each platform causes the situation that a user frequently generates errors or crashes when using the application software. For this purpose, the application software provider typically receives user feedback via customer service and then deals with the user feedback via a "feedback group" to the developers.

However, the above feedback approach has various drawbacks, such as: 1) inaccurate user feedback information; 2) feedback group formats are not uniform and often lack key information; 3) after the feedback problem, the problems of low efficiency and incapability of quick positioning are solved.

Disclosure of Invention

In view of the above, an object of the embodiments of the present application is to provide a device problem feedback method, system, computer device and computer readable storage medium, which can solve the above problems.

One aspect of the embodiments of the present application provides an apparatus problem feedback method, which is used in a service platform, and includes:

acquiring log information of each user equipment and storing the log information to a log information base;

acquiring feedback information, wherein the feedback information comprises a target device identifier and time information;

determining target log information associated with the feedback information from the log information base according to the feedback information;

generating a message to be fed back according to the feedback information and the address of the target log information; and

pushing the message to be fed back to a target group so as to provide the message to be fed back to the objects in the target group.

Optionally, the log information includes a device identifier; selecting target log information associated with the feedback information from the log information base, wherein the selecting step comprises the following steps:

determining a target device identifier in the feedback information; and

and determining target log information associated with the target equipment identification from the log information base.

Optionally, the log information includes a device identifier; determining target log information associated with the feedback information from the log information base according to the feedback information, wherein the determining comprises:

determining the target equipment identification and the occurrence time in the feedback information;

inquiring log information associated with the target equipment identification from the log information base;

determining a log time range according to the occurrence time; and

and determining target log information in the log information associated with the target equipment identifier according to the log time range.

Optionally, the target log information includes device basic information and device running information;

generating a message to be fed back according to the feedback information and the address of the target log information, wherein the generating of the message to be fed back comprises the following steps:

automatically filling the basic information of the equipment into each input box in a platform page;

storing the equipment operation information and determining a storage address; and

and generating the message to be fed back based on the storage address, the feedback information in the platform page and the equipment basic information.

Optionally, the platform page further includes a selection box for selecting a user group; correspondingly, the pushing the message to be fed back to the target group includes:

and responding to the selection operation in the selection frame, and pushing the message to be fed back to the target group.

Optionally, the method further includes:

and generating a target tracking page, wherein the target tracking page is used for displaying the problem details and the processing progress of the equipment problem.

Optionally, the method further includes:

and responding to a trigger operation aiming at the hyperlink address in the message to be fed back, and entering the target tracking page.

Optionally, the method further includes:

analyzing the target log information according to a preset analysis plug-in to obtain an analysis result;

and storing the analysis result and the target equipment identification of the user equipment in a database to construct an intelligent diagnosis library.

An aspect of an embodiment of the present application further provides an equipment problem feedback system, including:

the first acquisition module is used for acquiring the log information of each user equipment and storing the log information to a log information base;

the second acquisition module is used for acquiring feedback information, and the feedback information comprises a target device identifier and time information;

the determining module is used for determining target log information related to the feedback information from the log information base according to the feedback information;

the generating module is used for generating a message to be fed back according to the feedback information and the address of the target log information;

and the pushing module is used for pushing the message to be fed back to a target group so as to provide the message to be fed back to the objects in the target group.

An aspect of the embodiments of the present application further provides a computer device, which includes a memory, a processor, and a computer program stored on the memory and executable on the processor, and the processor is configured to implement the steps of the device problem feedback method as described above when executing the computer program.

An aspect of embodiments of the present application further provides a computer-readable storage medium having stored therein a computer program, the computer program being executable by at least one processor to cause the at least one processor to perform the steps of the device problem feedback method as described above.

The equipment problem feedback method, the system, the equipment and the computer readable storage medium provided by the embodiment of the application have the following advantages:

based on the feedback information fed back by the user and the objective target log information, the uniform format, complete information and accurate feedback information of the feedback information can be realized, so that the message to be fed back with the uniform and complete format for solving the problem is generated.

Compared with the method of only manually providing problem description and the like, the method and the device automatically supplement the target log information related to the equipment, so that the problems are quickly and accurately positioned and modified according to the input problem description and the target log information, and the solution efficiency is improved.

Drawings

FIG. 1 schematically illustrates an application environment diagram of a device problem feedback method according to an embodiment of the present application;

FIG. 2 is a flow chart schematically illustrating a method for feeding back a device problem according to a first embodiment of the present application;

FIG. 3 schematically shows a sub-flowchart of step S204 in FIG. 2;

FIG. 4 schematically shows a sub-flowchart of step S204 in FIG. 2;

FIG. 5 schematically shows a sub-flowchart of step S206 in FIG. 2;

FIG. 6 schematically shows a sub-flowchart of step S208 in FIG. 2;

fig. 7 to 9 are flowcharts schematically illustrating additional steps of a device problem feedback method according to a first embodiment of the present application;

FIG. 10 is a flow chart of a specific application of the equipment problem feedback method;

FIG. 11 schematically illustrates an interface diagram of a platform page;

FIG. 12 schematically illustrates a block diagram of a device problem feedback system according to a second embodiment of the present application;

fig. 13 schematically shows a hardware architecture diagram of a computer device suitable for implementing the device problem feedback method according to the third embodiment of the present application.

Detailed Description

In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

It should be noted that the descriptions relating to "first", "second", etc. in the embodiments of the present application are only for descriptive purposes and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In addition, technical solutions between various embodiments may be combined with each other, but must be realized by a person skilled in the art, and when the technical solutions are contradictory or cannot be realized, such a combination should not be considered to exist, and is not within the protection scope of the present application.

In the description of the present application, it should be understood that the numerical references before the steps do not identify the order of performing the steps, but merely serve to facilitate the description of the present application and to distinguish each step, and therefore should not be construed as limiting the present application.

The difference of each platform causes the situation that a user frequently generates errors or crashes when using the application software. For this purpose, the application software provider typically receives user feedback via customer service and then deals with the user feedback via a "feedback group" to the developers.

However, the existing feedback approach has various drawbacks, such as:

1) inaccurate user feedback information;

2) feedback group formats are not uniform and often lack key information;

3) after the problem is fed back, the propulsion solution efficiency of partial small problems is low;

4) after the research and development personnel obtain the problem, the problem can not be quickly positioned.

Therefore, the present application provides a new technical solution to solve the above problems, and for convenience of introduction, an application environment diagram is provided below.

Fig. 1 schematically shows an application environment diagram of a device problem feedback method according to an embodiment of the present application.

As shown in fig. 1, the service platform 2 may be connected to the user device 4 and the customer service device 6 via one or more networks.

The service platform 2 may provide services to the user equipment 4 via one or more networks.

The service platform 2, may be a device such as: rack-mounted servers, blade servers, tower servers, or rack servers (including independent servers or a server cluster composed of a plurality of servers), and the like.

The one or more networks may include various network devices such as routers, switches, multiplexers, hubs, modems, bridges, repeaters, firewalls, proxy devices, and/or the like. The one or more networks may include physical links, such as coaxial cable links, twisted pair cable links, fiber optic links, combinations thereof, and/or the like, and may also include wireless links, such as cellular links, satellite links, Wi-Fi links, and/or the like.

The user equipment 4 may be configured to report the log information to the service platform 2. The user device 4 may include, among other things, a mobile device, a tablet device, a laptop computer, a smart device (e.g., smart watch, smart glasses), a virtual reality headset, a gaming device, a set-top box, a digital streaming device, a robot, a vehicle mounted terminal, a smart television, an e-book reader, an MP4 (moving picture experts group audio layer IV) player, etc.

The user device 4 may run a Windows system, an android (android) system, an iOS system, or the like. The user can install various application program installation packages according to the requirements, so that the application programs realizing various specific functions can be obtained. The user equipment 4 is provided with a point burying program, and the point burying program can report the log information to the service platform 2.

The customer service device 6 may run a Windows system, an android (android) system, an iOS system, or the like. The service device 6 may be in a "browser/server" mode or a client/server "mode with the service platform 2.

The following describes an exemplary device problem feedback scheme provided by the present application with the service platform 2 as an execution subject.

Example one

Fig. 2 schematically shows a flowchart of an equipment problem feedback method according to a first embodiment of the present application.

As shown in fig. 2, the equipment problem feedback method may include steps S200 to S208, in which:

step S200, obtaining the log information of each user equipment and storing the log information to a log information base.

Taking the example of collecting log information from the user equipment 4, a buried point program may be implanted at the user equipment 4. The buried point is also called Event tracing (Event tracing), and can capture, process, and transmit the behavior or Event in the device. The log information may include device identification (MID), device information (APP version, system version, device signal, etc.), and log data generated at runtime, such as error information, debug information, and other status information. Log data may be used for scene replication, performance monitoring, error correction, problem location, and the like.

In order to reduce or solve the problem of excessive reporting of the device in the operation process, the embedded point program may report the log information only after the operation state of the user equipment 4 meets a certain condition or rule, for example, when the system of the user equipment 4 crashes. Specifically, when the system crashes, log data within 3 minutes around the time point of the system crash is reported.

Step S202, feedback information is obtained, and the feedback information comprises target equipment identification and time information.

When a user encounters a problem in the using process, the user can contact the customer service, and the contact way comprises telephone and online.

After the customer service obtains the feedback information, the customer service enters the platform page through the customer service equipment 6, and the feedback information is input into the service platform 2.

Step S204, according to the feedback information, determining target log information associated with the feedback information from the log information base.

Continuing to take the user equipment 4 as an example, if the customer service enters the feedback information of the user equipment 4 through the platform page, the service platform 2 determines the target log information associated with the user equipment 4 from the log information base. Compared with the case of only manually providing the problem description, the present embodiment automatically supplements the target log information related to the user equipment 4, and can quickly and accurately perform scene reproduction, problem positioning and modification according to the entered problem description and the target log information.

As an alternative embodiment, the log information includes a device identification. As shown in fig. 3, the step S204 can be implemented by the following steps: step S300, determining the target equipment identification in the feedback information; and step S302, determining target log information associated with the target equipment identification from the log information base.

In the process of collecting the log information of each user equipment, the log information of each user equipment corresponds to one equipment identifier respectively. Taking the user equipment 4 as an example, the log information of the user equipment 4 includes the device identification of the user equipment 4. The device identifier may be a device MAC (Media Access Control Address), a device name, or other identifying information, such as a device identifier. Based on the device identification, the target log information associated with the feedback information can be effectively determined from the log information base.

As an alternative embodiment, the log information includes a device identification. As shown in fig. 4, the step S204 may be implemented by: step S400, determining the target equipment identification and the occurrence time in the feedback information; step S402, inquiring the log information associated with the target equipment identification from the log information base; step S404, determining a log time range according to the occurrence time; and step S406, determining the target log information in the log information associated with the target device identifier according to the log time range.

And the occurrence time is the time when the customer service fails in the user equipment recorded by the platform page.

In the process of collecting the log information of each user equipment, the log information of each user equipment corresponds to one equipment identifier respectively. Taking the user equipment 4 as an example, the log information of the user equipment 4 includes a large amount of log information generated during the operation of the user equipment 4. Of the large amount of log information, the vast majority of the information is not effective in solving the problem. If all the log information of the user equipment 4 is taken as the target log information, the pertinence is lost, and the log analysis load is increased. In view of this, the log information in the time near the time when the user equipment 4 generates the fault is taken as the target log information, which has pertinence, reduces the load of log analysis, and increases the accuracy of analysis.

Step S206, generating a message to be fed back according to the feedback information and the address of the target log information.

Based on the feedback information fed back by the user and the objective target log information, the uniform format of the feedback information, the complete key information and the accurate information can be realized, so that the message to be fed back with the uniform and complete format for solving the problem is generated.

As an alternative embodiment, the target log information includes device basic information and device running information.

As shown in fig. 5, the step S206 may be implemented by: step S500, automatically filling the basic information of the equipment into each input box in a platform page; step S502, storing the equipment operation information and determining a storage address; and step S504, generating the message to be fed back based on the storage address, the feedback information in the platform page and the device basic information. The device infrastructure information may include: MID (device identification), app (application unique identification), application version number, BUVID (user unique identification), province, operator, mobile phone brand, device model, system version, and the like.

For example:

(1) and the customer service inputs the MID, the occurrence time, the contact way and the problem description through the platform page.

(2) And the service platform 2 detects the MID and automatically fills the rest information of the basic information of the equipment into the platform page.

(3) The service platform 2 acquires log data which is related to the MID and is near the occurrence time from the log information base based on the MID and the occurrence time, screens and processes the log data to acquire logs related to user feedback problems, packages and stores the related logs to acquire storage addresses, and includes the storage addresses in messages to be fed back which are pushed to related groups, so that a third party can quickly acquire the logs to perform problem analysis.

Because different information is input or automatically filled into the corresponding input box, the data format and the like of each information are subject to the specification of the input box, and thus the uniformity of the feedback information format is ensured. The basic information of each device is automatically supplemented, the completeness and the accuracy of each information are ensured, and the feedback efficiency of the information to be fed back is improved. In addition, the information to be fed back carries the storage address of the equipment operation information, so that a third party can quickly obtain a log to perform problem analysis and problem positioning.

Step S208, pushing the message to be fed back to a target group, so as to provide the message to be fed back to an object in the target group.

The target group may be an "instant messaging customer service group", a "test platform project group", or other groups.

As an optional embodiment, the platform page further comprises a selection box for selecting a user group. As shown in fig. 6, step S208 includes: step S600, in response to the selection operation in the selection box, pushing the message to be fed back to the target group. And different objects are selected and sent for processing based on the customer service, so that the processing efficiency is improved.

Based on the above, the device problem feedback method provided by the embodiment of the application includes the following advantages:

The following provides further several alternative embodiments.

As an alternative embodiment, as shown in fig. 7, in order to improve the tracking efficiency, the method further includes:

step S700, generating a target tracking page, wherein the target tracking page is used for displaying the problem details and the processing progress of the equipment problem.

As an alternative embodiment, as shown in fig. 8, the method may further include:

step S800, responding to a trigger operation for the hyperlink address in the message to be fed back, and entering the target tracking page.

And entering a user tracking page of the service platform through the hyperlink address to analyze and repair the abnormity.

Specifically, when user feedback occurs on line, after the message to be fed back is sent to the target group, the object in the target group only needs to click the hyperlink 'detailed address' on the message to be fed back, and the target tracking page is skipped to. Through the target tracking page, the running log of the user in the feedback period can be consulted so as to quickly find and solve the problems.

As an alternative embodiment, as shown in fig. 9, the method may further include: step S900, analyzing the target log information according to a preset analysis plug-in to obtain an analysis result; and step S902, storing the analysis result and the target equipment identification of the user equipment in a database to construct an intelligent diagnosis library.

For example, after the user enters the feedback, the service platform can take the user log, automatically analyze the user log through different analysis plug-ins, and store the analysis result in the database. Due to the binding with the equipment identifier, the analysis result analyzed by each plug-in can be obtained through the equipment identifier, and the latest operating condition of the user equipment can be quickly known.

In order to make the present application more clearly understood, a specific application example is provided below as shown in fig. 10.

(1) The service platform 2 collects log information of each user device and feedback information provided by the customer service through the platform page.

Firstly, data embedding is carried out on user equipment. In the operation process of the user equipment, the data embedding point can report logs.

The log reporting may be based on a certain rule, for example: system crashes, etc. The reported log may include the user MID, device information (software version, device system version, device model, etc.), log data, etc.

Secondly, when the user encounters problems (such as faults, breakdown and the like) in the process of using the user equipment, feedback is provided to the customer service. The feedback mode may be various modes such as online feedback and telephone feedback.

To ensure uniform format of the data format and data integrity, the service platform may provide a platform page to the customer service device.

As shown in FIG. 11, the platform page may include the following page components: and the input boxes are respectively used for inputting the MID, the software version, the equipment system version, the equipment model, the operator information and the problem description information fed back by the user.

The platform page may further include a selection box for selecting a group to be pushed.

The customer service can input the MID according to the platform page.

According to the input MID, the service platform 2 automatically fills other input boxes according to the collected log. Specifically, log data around the occurrence time is acquired from the collected log based on the MID and the occurrence time.

The customer service inputs 'problem description information of user feedback' and selects a group to be pushed based on the user feedback content.

The group may be a work group, such as a mail group, an instant messaging group, etc.

(2) The service platform 2 links the input feedback information, the automatically filled information and the log to generate a message to be fed back, and pushes the message to a target group, for example:

the system comprises an enterprise WeChat 0 customer service group, a test team project management platform and an analysis tool of a research and development staff.

The message to be fed back can be a composite image-text picture, a Markdown text and a log link.

Specifically, the service platform customer service the entered information, acquires log documents near the time point of the user from the stored logs based on the MID and the occurrence time, screens and processes the log documents, acquires logs related to the user feedback problems, packages and stores the related logs to acquire storage addresses, and includes the storage addresses in the messages pushed to the related groups, so that research and development personnel can quickly acquire the logs to perform problem analysis.

(3) The pushed object (research and development or testing personnel) can enter the user tracking page through the message to analyze and repair the abnormity.

Example two

Fig. 12 schematically shows a block diagram of a device problem feedback system according to a second embodiment of the present application. The device problem feedback system may be partitioned into one or more program modules, which are stored in a storage medium and executed by one or more processors to implement embodiments of the present application. The program modules referred to in the embodiments of the present application refer to a series of computer program instruction segments that can perform specific functions, and the following description will specifically describe the functions of the program modules in the embodiments. As shown in fig. 12, the equipment problem feedback system 1200 may:

a first obtaining module 1210, configured to obtain log information of each user equipment, and store the log information in a log information base;

a second obtaining module 1220, configured to obtain feedback information, where the feedback information includes a target device identifier and time information;

a determining module 1230, configured to determine, according to the feedback information, target log information associated with the feedback information from the log information base;

a generating module 1240, configured to generate a message to be fed back according to the feedback information and the address of the target log information;

a pushing module 1250, configured to push the message to be fed back to a target group, so as to provide the message to be fed back to the objects in the target group.

As an alternative embodiment, the log information includes a device identification; the second obtaining module 1220 is further configured to:

determining a target device identifier in the feedback information; and

determining a log time range according to the occurrence time; and

As an optional embodiment, the target log information includes device basis information and device operation information;

the generating module 1240 is further configured to:

As an optional embodiment, the platform page further comprises a selection box for selecting a user group; the pushing module 1250 is further configured to:

As an alternative embodiment, the generating module 1240 is further configured to:

As an alternative embodiment, a response module (not identified) is further included for:

As an alternative embodiment, it further comprises a building module (not identified) for:

EXAMPLE III

Fig. 13 schematically shows a hardware architecture diagram of a computer device suitable for implementing the device problem feedback method according to the third embodiment of the present application. The computer device 10000 may be a service platform 2 or an integral part of the service platform 2. In this embodiment, the computer device 10000 is a device capable of automatically performing numerical calculation and/or information processing according to a preset or stored instruction, and may be, for example, a rack server, a blade server, a tower server, or a rack server (including an independent server or a server cluster including a plurality of servers). As shown in fig. 13, computer device 10000 includes at least, but is not limited to: the memory 10010, processor 10020, and network interface 10030 may be communicatively linked to each other via a system bus. Wherein:

the memory 10010 includes at least one type of computer-readable storage medium including a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, and the like. In some embodiments, the storage 10010 may be an internal storage module of the computer device 10000, such as a hard disk or a memory of the computer device 10000. In other embodiments, the memory 10010 may also be an external storage device of the computer device 10000, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), or the like, provided on the computer device 10000. Of course, the memory 10010 may also include both internal and external memory modules of the computer device 10000. In this embodiment, the memory 10010 is generally used for storing an operating system and various application software installed in the computer device 10000, such as program codes of the device problem feedback method. In addition, the memory 10010 may also be used to temporarily store various types of data that have been output or are to be output.

Processor 10020, in some embodiments, can be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data Processing chip. The processor 10020 is generally configured to control overall operations of the computer device 10000, such as performing control and processing related to data interaction or communication with the computer device 10000. In this embodiment, the processor 10020 is configured to execute program codes stored in the memory 10010 or process data.

Network interface 10030 may comprise a wireless network interface or a wired network interface, and network interface 10030 is generally used to establish a communication link between computer device 10000 and other computer devices. For example, the network interface 10030 is used to connect the computer device 10000 to an external terminal through a network, establish a data transmission channel and a communication link between the computer device 10000 and the external terminal, and the like. The network may be a wireless or wired network such as an Intranet (Intranet), the Internet (Internet), a Global System of Mobile communication (GSM), Wideband Code Division Multiple Access (WCDMA), a 4G network, a 5G network, Bluetooth (Bluetooth), or Wi-Fi.

It should be noted that fig. 13 only illustrates a computer device having the components 10010-10030, but it is to be understood that not all illustrated components are required and that more or less components may be implemented instead.

In this embodiment, the device problem feedback method stored in the memory 10010 can be further divided into one or more program modules and executed by one or more processors (in this embodiment, the processor 10020) to complete the present application.

Example four

The present embodiment also provides a computer-readable storage medium, on which a computer program is stored, and the computer program, when executed by a processor, implements the steps of the device problem feedback method in the first embodiment.

In this embodiment, the computer-readable storage medium includes a flash memory, a hard disk, a multimedia card, a card type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a Read Only Memory (ROM), an Electrically Erasable Programmable Read Only Memory (EEPROM), a Programmable Read Only Memory (PROM), a magnetic memory, a magnetic disk, an optical disk, and the like. In some embodiments, the computer readable storage medium may be an internal storage unit of the computer device, such as a hard disk or a memory of the computer device. In other embodiments, the computer readable storage medium may be an external storage device of the computer device, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like provided on the computer device. Of course, the computer-readable storage medium may also include both internal and external storage devices of the computer device. In this embodiment, the computer-readable storage medium is generally used to store an operating system and various types of application software installed in the computer device, for example, the program code of the device problem feedback method in the embodiment, and the like. Further, the computer-readable storage medium may also be used to temporarily store various types of data that have been output or are to be output.

It will be apparent to those skilled in the art that the modules or steps of the embodiments of the present application described above may be implemented by a general purpose computing device, they may be centralized on a single computing device or distributed across a network of multiple computing devices, and alternatively, they may be implemented by program code executable by a computing device, such that they may be stored in a storage device and executed by a computing device, and in some cases, the steps shown or described may be performed in an order different from that described herein, or they may be separately fabricated into individual integrated circuit modules, or multiple ones of them may be fabricated into a single integrated circuit module. Thus, embodiments of the present application are not limited to any specific combination of hardware and software.

The above description is only a preferred embodiment of the present application, and not intended to limit the scope of the present application, and all modifications of equivalent structures and equivalent processes, which are made by the contents of the specification and the drawings of the present application, or which are directly or indirectly applied to other related technical fields, are included in the scope of the present application.

Claims

1. An equipment problem feedback method, used in a service platform, includes:

2. The device problem feedback method according to claim 1, wherein the log information includes a device identification; selecting target log information associated with the feedback information from the log information base, wherein the selecting step comprises the following steps:

determining a target device identifier in the feedback information; and

3. The device problem feedback method according to claim 2, wherein the log information includes a device identification; determining target log information associated with the feedback information from the log information base according to the feedback information, wherein the determining comprises:

determining a log time range according to the occurrence time; and

4. The equipment problem feedback method according to any one of claims 1 to 3, wherein the target log information includes equipment basic information and equipment operation information;

5. The device problem feedback method according to claim 4, wherein the platform page further comprises a selection box for selecting a user group; correspondingly, the pushing the message to be fed back to the target group includes:

6. The equipment problem feedback method according to claim 4, further comprising:

7. The equipment problem feedback method according to claim 6, further comprising:

8. The equipment problem feedback method according to claim 4, further comprising:

9. An equipment problem feedback system, comprising:

10. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor, when executing the computer program, is adapted to carry out the steps of the device problem feedback method of any one of claims 1 to 9.

11. A computer-readable storage medium, having stored therein a computer program executable by at least one processor to cause the at least one processor to perform the steps of the equipment problem feedback method of any one of claims 1 to 9.