CN116362258A

CN116362258A - Feedback problem positioning method and device

Info

Publication number: CN116362258A
Application number: CN202310349017.7A
Authority: CN
Inventors: 何伟能
Original assignee: Beijing Zitiao Network Technology Co Ltd
Current assignee: Beijing Zitiao Network Technology Co Ltd
Priority date: 2023-04-04
Filing date: 2023-04-04
Publication date: 2023-06-30

Abstract

The embodiment of the specification provides a method and a device for positioning feedback problems, wherein the method comprises the following steps: acquiring a first problem type corresponding to a first problem occurring in the target application, wherein the first problem type is determined based on problem feedback content uploaded by the target application for the first problem; acquiring an operation data set of the target application from an operation data management platform corresponding to the target application based on a user identification of a target user of the target application, wherein the operation data set comprises events triggered by the operation of the target user in the operation process of the target application; determining a plurality of key event names corresponding to the first question type based on the first question type and the corresponding relation between a plurality of preset question types and event names of a plurality of events; based on the plurality of key event names and the operation data set, a problem source corresponding to the first problem is determined.

Description

Feedback problem positioning method and device

Technical Field

The present disclosure relates to the field of data processing technologies, and in particular, to a method and an apparatus for positioning a feedback problem.

Background

With the development of internet technology, application software is becoming more and more indispensable in people's life, but when user feedback application software has problems in the operation process, how to enable a developer to quickly locate the cause of the corresponding problem (generally, the problem of code occurrence) through user feedback on the problem becomes a problem of increasing concern.

Then, when an application software becomes problematic during the running process, it is important to help the developer quickly locate the root cause of the problem with the application software.

Disclosure of Invention

One or more embodiments of the present disclosure provide a method and an apparatus for locating a feedback problem, so as to locate a problem source of the feedback problem.

According to a first aspect, there is provided a method of locating a feedback problem, comprising:

acquiring a first problem type corresponding to a first problem occurring in a target application, wherein the first problem type is determined based on problem feedback content uploaded by the target application for the first problem;

acquiring an operation data set of the target application from an operation data management platform corresponding to the target application based on a user identification of a target user of the target application, wherein the operation data set comprises events triggered by the operation of the target user in the operation process of the target application;

determining a plurality of key event names corresponding to the first problem type based on the first problem type and the corresponding relation between a plurality of preset problem types and event names of a plurality of events;

And determining a problem source corresponding to the first problem based on the key event names and the operation data set.

According to a second aspect, there is provided a feedback problem locating device comprising:

the first acquisition module is configured to acquire a first problem type corresponding to a first problem occurring in a target application, wherein the first problem type is determined based on problem feedback content uploaded by the target application for the first problem;

the second acquisition module is configured to acquire an operation data set of the target application from an operation data management platform corresponding to the target application based on a user identification of a target user of the target application, wherein the operation data set comprises an event triggered by the operation of the target user in the operation process of the target application;

the first determining module is configured to determine a plurality of key event names corresponding to the first problem type based on the first problem type and the corresponding relation between a plurality of preset problem types and event names of a plurality of events;

and the second determining module is configured to determine a problem source corresponding to the first problem based on the key event names and the operation data set.

According to a third aspect, there is provided a computer readable storage medium having stored thereon a computer program which, when executed in a computer, causes the computer to perform the method of the first aspect.

According to a fourth aspect, there is provided an electronic device comprising a memory and a processor, wherein the memory has executable code stored therein, and wherein the processor, when executing the executable code, implements the method of the first aspect.

According to the method and the device provided by the embodiment of the specification, after the first problem type determined based on the problem feedback content uploaded by the target application for the first problem is obtained, the operation data set formed in the operation process of the target application is obtained from the operation data management platform corresponding to the target application based on the user identification of the target user of the target application, then a plurality of key event names corresponding to the first problem type are determined based on the corresponding relation between the preset plurality of problem types and the event names of the plurality of events and the first problem type, and further the problem source corresponding to the first problem is determined based on the plurality of key event names and the operation data set (including the event triggered by the target user in the operation process of the target application), so that the automatic positioning of the problem source of the feedback problem is realized.

Drawings

In order to more clearly illustrate the technical solution of the embodiments of the present invention, the drawings that are required to be used in the description of the embodiments will be briefly described below. It is evident that the drawings in the following description are only some embodiments of the present invention and that other drawings may be obtained from these drawings without inventive effort for a person of ordinary skill in the art.

FIG. 1 is a schematic diagram of an implementation framework of one embodiment of the disclosure;

FIG. 2 is a flow chart of a method for locating feedback problems according to an embodiment;

FIG. 3 is a schematic block diagram of a feedback problem locating device provided by an embodiment;

fig. 4 is a schematic block diagram of an electronic device according to an embodiment.

Detailed Description

The technical solutions of the embodiments of the present specification will be described in detail below with reference to the accompanying drawings.

It will be appreciated that prior to using the technical solutions disclosed in the embodiments of the present disclosure, the user should be informed and authorized of the type, usage range, usage scenario, etc. of the personal information related to the present disclosure in an appropriate manner according to the relevant legal regulations.

For example, in response to receiving an active request from a user, a prompt is sent to the user to explicitly prompt the user that the operation it is requesting to perform will require personal information to be obtained and used with the user. Thus, the user can autonomously select whether to provide personal information to software or hardware such as an electronic device, an application program, a server or a storage medium for executing the operation of the technical scheme of the present disclosure according to the prompt information.

As an alternative but non-limiting implementation, in response to receiving an active request from a user, the manner in which the prompt information is sent to the user may be, for example, a popup, in which the prompt information may be presented in a text manner. In addition, a selection control for the user to select to provide personal information to the electronic device in a 'consent' or 'disagreement' manner can be carried in the popup window.

It will be appreciated that the above-described notification and user authorization process is merely illustrative and not limiting of the implementations of the present disclosure, and that other ways of satisfying relevant legal regulations may be applied to the implementations of the present disclosure.

At present, when an application software has a problem in the running process, responding to feedback of a user aiming at the problem in the running process of the application software, logging in each running data management platform (such as a log management platform and/or a buried point management platform) of the application software by related personnel of the application software based on user feedback and authorization, inputting a user identifier of the user in the running data management platform so as to acquire the running data corresponding to the application software from each running data management platform, further checking the running data acquired from each running data management platform in turn to determine whether each running data has an abnormality, and then notifying a developer of the maintenance of the application software based on the running data with the abnormality.

For example, in one scenario, when the application software is client software of an embedded Web page container (which may also be referred to as an embedded browser) developed by a hybrid development technology (that is, the client software uses a Web page as a rendering means of the Web page), relevant personnel of the application software need to obtain corresponding operation data from operation data management platforms corresponding to the client related to the application software and each front end corresponding to the embedded Web page container, and further, the operation data related to the application software and each front end are repeatedly checked to check whether an abnormality exists in the operation data, and further, the abnormal operation data is determined.

In view of this, the embodiments of the present disclosure disclose a method and an apparatus for locating a feedback problem, so as to implement automatic location of a problem source of the feedback problem, reduce labor cost consumption in a problem locating process, and improve problem locating efficiency. Fig. 1 shows a schematic diagram of an implementation scenario according to one embodiment disclosed in the present specification. In this implementation scenario, the feedback problem location system may provide a problem location service for an application, which is a service that determines its source of problems for the application that occur during its operation.

In one implementation, the feedback problem location system may include a target application, a problem feedback server, and a problem analysis server. The problem feedback server and the problem analysis server may be the same server or different servers. The positioning process of the feedback problem can be specifically as follows:

after finding that a problem (hereinafter referred to as a first problem) occurs in the running process of the target application in the process of using the target application, the target user of the target application can feed back the first problem occurring in the running process of the target application through a problem feedback function provided by the target application. Specifically, the target user may input the description content for the first problem through the problem feedback input interface provided by the target application, and the description content is classified into the problem feedback content.

In one implementation, after a first problem occurs in the running process of the target application, prompt information for the first problem can be output, and a target user can perform screenshot for the first problem (for example, the prompt information for the first problem and/or a problem interface corresponding to the first problem) to obtain a problem feedback screenshot and include the problem feedback screenshot.

After entering the question feedback input interface, the target user can input the description content of the question feedback input interface for the first question, namely the question text content, then after the target user inputs the question text content for the first question, an uploading control for uploading the question text content can be triggered, accordingly, the target application obtains the running data (the running data generated by the running of the client part of the target application) locally stored in the equipment to be classified into the question feedback content, then requests the target user to upload the question feedback content, and the target user can authorize the question analysis server through the target application, so that the question analysis server has the authority for obtaining the running data set of the target application based on the user identification of the target user.

Then, in one case, after the authorization of uploading the problem feedback content of the target user is obtained, the target application may correspond to the user identifier of the target user, and upload the problem feedback content (including the running data of the target application, the foregoing problem feedback screenshot (if any), and the foregoing problem text content) obtained by the target application for the first problem to the problem feedback server. And then, the problem feedback server receives problem feedback content corresponding to the user identification of the target user, on one hand, the operation data of the target application in the problem feedback content can be uploaded to a corresponding operation data management platform, and on the other hand, the subsequent positioning flow of the feedback problem is executed by utilizing the problem feedback screenshot and the problem text content.

In yet another case, the target application may upload the operation data of the target application in the problem feedback content, corresponding to the user identifier of the target user, to the corresponding operation data management platform, so that the operation data management platform may store the operation data corresponding to the user identifier of the target user; and uploading the problem feedback screenshot, the problem text content and the user identification of the corresponding target user in the problem feedback content to a problem feedback server.

After the question feedback server obtains the question feedback screenshot (if any) and the question text content, the question feedback server may determine a first question type corresponding to the first question based on the question text content. Specifically, the question feedback server may perform word segmentation processing on the question text content to obtain each word segment, and then determine, based on each word segment obtained and a preset correspondence between a plurality of question types and a plurality of keywords, a question type corresponding to the first question as the first question type.

And the problem feedback server sends the first problem type, the user identification of the target user of the target application and the problem feedback screenshot (if any) to the problem analysis server.

The problem analysis server acquires a first problem type corresponding to a first problem occurring in the target application, a user identification of a target user of the target application and a problem feedback screenshot (if any). Because the target user is authorized, the problem analysis server side can acquire an operation data set of the target application from an operation data management platform corresponding to the target application based on the user identification of the target user, wherein the operation data set comprises events triggered by the target application due to the operation of the target user on the target application in the operation process.

The operation data management platform can store operation data generated in the operation process of the target application within a preset duration corresponding to the user identification of the target user. The preset time period can be set according to actual requirements, for example, in the last week, for example, in the last N days. The running dataset may include a log dataset and/or a buried point dataset generated by the target application during running.

It can be understood that, for the problems occurring in the target application, the idea of checking the cause of each problem (i.e. locating the problem source of the problem) generally has strong universality, for each type of problem, the cause of the corresponding problem can be determined and primarily located by checking the condition of some specific events corresponding to the target application, and accordingly, the preset data storage space corresponding to the problem analysis server can be pre-stored with the correspondence between a plurality of problem types and event names of a plurality of events. The event may include, among other things, a log event and/or a buried point event associated with the target application.

Correspondingly, after the problem analysis server side obtains the first problem type, the corresponding relation between a plurality of preset problem types and event names of a plurality of events can be read from the corresponding preset data storage space, and a plurality of key event names corresponding to the first problem type are determined based on the first problem type and the corresponding relation between the plurality of preset problem types and the event names of the plurality of events; then, based on the key event names and the running data sets, a problem source corresponding to the first problem is determined.

In the above process, after the first problem type determined based on the problem feedback content uploaded by the target application for the first problem is obtained, based on the user identification of the target user of the target application, an operation data set formed in the operation process of the target application is obtained from an operation data management platform corresponding to the target application, then, based on the corresponding relation between the preset plurality of problem types and event names of a plurality of events and the first problem type, a plurality of key event names corresponding to the first problem type are determined, and further, based on a plurality of key event names and an operation data set (including the event triggered by the target user in the operation process of the target application), the problem source corresponding to the first problem is determined, so that the automatic positioning of the problem source of the feedback problem is realized, the labor cost consumption in the problem positioning process is reduced, and the problem positioning efficiency is improved.

The method and apparatus for locating feedback problems provided in the present specification are described in detail below with reference to specific embodiments.

FIG. 2 is a flow diagram of a method for locating feedback problems in one embodiment of the present disclosure. The method can be realized by a target program, and the target program can be a problem analysis server in the feedback problem positioning system. The object program may be installed in an electronic device, which may be implemented by any means, device, platform, cluster of devices, etc. having computing, processing capabilities. As shown in fig. 2, the method comprises the steps of:

in step S210, a first question type corresponding to a first question that occurs in the target application is obtained, where the first question type is determined based on the question feedback content uploaded by the target application for the first question.

In one case, the target application may be any type of application, which in one implementation may include a client application, a web application (e.g., browser), and a client application of an embedded web container (also referred to as an embedded browser) developed by hybrid development techniques.

It will be appreciated that hybrid development may refer to a development mode that combines native (i.e., client) and HTML5 development technologies, and that is complementary, the client code portion provides a container (i.e., the foregoing Web page container) for HTML5 using WebView plug-in or other framework, and that the client primary business implementation and interface presentation are implemented using H5 related Web page technologies, i.e., such applications use Web pages as their page rendering means. The Web page container may support presentation of Web pages on an application using Web technology.

In one implementation, after a target user of the target application finds that a problem (hereinafter referred to as a first problem) occurs in the running process of the target application in the process of using the target application, the target user may feed back the first problem occurring in the running process of the target application through a problem feedback function provided by the target application. Specifically, the target user may trigger a "problem feedback" control provided in the designated interface of the target application, and accordingly, the target application detects that the "problem feedback" control is triggered, and jumps to the problem feedback page.

In one implementation, the question feedback page may display at least an "opinion feedback" control, trigger the "opinion feedback" control, and may enter a question feedback input interface where a target user may input descriptive content for a first question, categorized into question feedback content.

In yet another implementation, the question feedback page may also display some common types of reference questions and the question types to which each reference question belongs, and triggering a certain reference question may enter a page for viewing the FAQ (Frequently Asked Questions ) answer corresponding to the reference question. When the target user clicks a certain reference question, if the FAQ answer corresponding to the reference question fails to solve the first question encountered by the reference question, the user can continuously trigger an opinion feedback control to enter a question feedback input interface, wherein the target application takes the question type of the reference question clicked by the target user as the reference question type and classifies the question feedback content.

Considering the problem questions clicked by the target user, the problem questions are generally problem questions matched with the first problem, the type of the problem to which the target user belongs can be initially classified, and the problem type to which the first problem belongs with higher accuracy can be better determined.

After the target user inputs the description content of the first problem, namely the problem text content, in the problem feedback input interface, the target user can trigger an uploading control for uploading the problem text content, correspondingly, the target application obtains running data (the running data generated by the running of the client part of the target application) locally stored in the equipment to be classified into the problem feedback content, then requests the target user to authorize the uploading of the problem feedback content, and the target user can authorize the problem analysis server through the target application, so that the problem analysis server has the authority for obtaining the running data set of the target application based on the user identification of the target user.

In one implementation, after the first problem occurs in the running process of the target application, prompt information for the first problem can be output, and the target user can perform screenshot for the first problem (for example, the prompt information for the first problem and/or a problem interface corresponding to the first problem) to obtain a problem feedback screenshot and include the problem feedback screenshot. The prompt information of the first problem may include estimated description information of the first problem (e.g., connection failure, page loss, etc.).

Then, in one case, the target application may correspond to the user identifier of the target user, and upload the question feedback content (including the running data of the target application, the reference question type (if any), the foregoing question feedback screenshot (if any), and the foregoing question text content) obtained by the target application for the first question to the question feedback server. Then, the problem feedback server receives the problem feedback content corresponding to the user identifier of the target user, and on one hand, the running data of the target application in the problem feedback content can be uploaded to a corresponding running data management platform, so that the running data management platform stores the running data of the target application corresponding to the user identifier of the target user; on the other hand, the problem feedback server executes the subsequent positioning process of the feedback problem by using the reference problem type, the problem feedback screenshot and the problem text content.

In yet another case, the target application may upload the operation data of the target application in the problem feedback content to the corresponding operation data management platform, so that the operation data management platform stores the operation data corresponding to the user identifier of the target user; and uploading the reference question type, the question feedback screenshot, the question text content and the user identification of the corresponding target user in the question feedback content to a question feedback server.

After obtaining the reference question type (if any), the question feedback screenshot (if any) and the question text content, the question feedback server may determine, in one implementation, a first question type corresponding to the first question based on the question text content and a preset correspondence between a plurality of question types and a plurality of keywords; specifically, the question feedback server may perform word segmentation processing on the question text content to obtain each word segment, and then determine a first question type corresponding to the first question based on each word segment obtained and a preset correspondence between a plurality of question types and a plurality of keywords.

For example, the preset correspondence between the plurality of question types and the plurality of keywords includes correspondence between keywords such as unopened and white screen and question type 1, and correspondingly, in the case that the target application is a client application of the embedded web page container, each word obtained includes words such as unopened and white screen, where the first question type may be question type 1, and the question type 1 may be a question type that may characterize that the first question belongs to a question type related to the web page container (e.g. Webview).

If the obtained correspondence between each word segment and each keyword includes a preset correspondence between a plurality of question types and a plurality of keywords, including correspondence between keywords such as flashing and the like and a question type 2, and the corresponding question type is a question type 2, the question type 2 may be a question type that characterizes the first question as belonging to a question type related to operation of a client or related to communication between the client and a front end (or a corresponding server). The problem of flashing back may be caused by the problem of the running logic of the client of the target application, or may be caused by the fact that the client receives the information of the error parameter transmitted from a certain front end (or service end), and in particular, the problem of flashing back may be determined by the running data set of the target application.

Accordingly, in one implementation, the question feedback content includes question text content entered by the target user describing a first question, the first question type being determined based on the question text content and a preset correspondence of a plurality of question types to a plurality of keywords.

In still another implementation manner, the problem feedback server may further determine a first problem type corresponding to the first problem based on the content of the problem text and the reference problem type, and specifically, the problem feedback server may determine the first problem type corresponding to the first problem based on the content of the problem text and the reference problem type by adopting a preset problem type determining algorithm. The reference question type is a question type to which a question selected by a target user from reference questions provided by a target application belongs.

In one implementation, in order to ensure accuracy of the determined problem type corresponding to the first problem, the problem feedback server may further send the foregoing problem feedback content (and the first problem type) to the corresponding problem feedback client, where the problem feedback client displays the problem feedback content (and the first problem type) so that a worker performs secondary determination on the problem type corresponding to the first problem, so as to better ensure accuracy of the determined problem type corresponding to the first problem.

After determining the first problem type corresponding to the first problem, the problem feedback server may send the first problem type corresponding to the first problem to the target program, and correspondingly, the target program obtains the first problem type corresponding to the first problem. In still another implementation, if the problem feedback server side further obtains the foregoing problem feedback screenshot, the problem feedback screenshot may also be sent to the target program, and accordingly, the target program may obtain the problem feedback screenshot.

After the target program obtains the first problem type, in step S220, based on the user identifier of the target user of the target application, an operation data set of the target application is obtained from the operation data management platform corresponding to the target application, where the operation data set includes an event triggered by the operation of the target user during the operation of the target application. It can be understood that when the target user of the target application performs problem feedback, the target program is authorized for the target program, so that the target program has the authority of acquiring the running data set of the target application from the running data management platform corresponding to the target application based on the user identification of the target user.

In one embodiment, the operational data set comprises a log data set and/or a buried point data set, and in the case where the operational data set comprises a log data set, the event comprises a log event; in the case where the operational data set comprises a buried point data set, the event comprises a buried point event. In one implementation, the log events in the log dataset may include events related to technology, such as: may include log events that may characterize whether the xx page of the target application was open successfully, etc.; the burial events in the burial point data set may include business related events, such as burial point events that may include exposure rates, opening times, etc. of xx pages that may characterize the target application.

In one embodiment, the target application is a client application of an embedded web page container that supports the presentation of web pages on the target application using web page technology;

in step S220, the following steps 11-12 may be included:

in step 11, a client running dataset is obtained from a first log management platform and/or a first embedded point management platform of a client of a target application and is classified into the running dataset. The first log management platform may store a log data set (for clarity of description, referred to as a first log data set) generated by a client of a target application in a preset first duration during operation, where the first log data set may include a log event triggered by an operation of a target user during operation of the client. The first buried point management platform may store a buried point data set (referred to as a first buried point data set for clarity of description) generated during a client operation of the target application within a first period of time, where the first buried point data set may include a buried point event triggered during the client operation due to an operation of the target user. The first duration may be set according to actual requirements, for example, in the last week or in the last N days.

The target program may obtain a client running dataset (which may include a log dataset and/or a buried point dataset generated during the running of the client of the target application for a first duration) from the first log management platform and/or the first buried point management platform of the client of the target application, and fall into the running dataset.

In one implementation, log data of a client of a target application may be stored locally on a device where the client of the target application is located, and then uploaded to a corresponding first log management platform. For the embedded data (embedded event) of the client of the target application, the embedded data may be uploaded to the corresponding first embedded management platform after the embedded data is triggered. It will be appreciated that the uploading of the data may be subject to authorization by the target user.

In step 12, each front-end operation data set is acquired from the second log management platform and/or the second embedded point management platform of each front-end corresponding to the webpage container, and is classified into the operation data set.

The target application may have one or more embedded web page containers, and different web page containers may correspond to different front ends or may correspond to the same front end.

The second log management platform of each front end may store a log data set (for clarity of description, referred to as a second log data set) generated during a corresponding front end running process related to the target application in a preset second duration, where the second log data set may include a log event triggered during the corresponding front end running process due to an operation of the target user. The second embedded point management platform of each front end may store an embedded point data set (referred to as a second embedded point data set for clarity of description) generated during a corresponding front end operation related to the target application within a preset second duration, where the second embedded point data set may include an embedded point event triggered due to an operation of a target user during the corresponding front end operation. The second duration may be set according to actual requirements, for example, in the last week or in the last N days.

The target program may obtain each front-end running dataset (may include a log dataset and/or a buried point dataset generated in each front-end running process related to the target application in the second duration) from the second log management platform and/or the second buried point management platform of each front-end corresponding to the web page container, and fall into the running dataset.

In yet another embodiment, the target application is a pure client application, and in step S220, the method may include the following step 13: in step 13, a client running dataset is obtained from the client log management platform and/or the client embedded point management platform of the target application and is classified into the running dataset. For a target application that is a pure client application, the client running dataset acquired by the target program may include a log dataset and/or a buried point dataset generated during client running of the target application.

It is understood that the pure client application is a client application that does not have an embedded web page container, as opposed to a client application that has an embedded web page container opened by a hybrid development technique, and is not meant to be otherwise limiting.

In yet another embodiment, the target application is a web application (e.g. a browser), and in step S220, the following step 14 may be included: in step 14, each front-end operation data set is acquired from each front-end log management platform and/or each front-end buried point management platform related to the target application and is classified into the operation data set. For a target application that is a web application, each front-end running dataset related to the target application that is acquired by the target program may include a log dataset and/or a buried point dataset generated during each front-end running process related to the target application.

Then, in step S230, a plurality of key event names corresponding to the first question type are determined based on the first question type and the preset correspondence between the plurality of question types and the event names of the plurality of events.

It can be understood that, for the problems occurring in the target application, the idea of checking the cause of each problem (i.e. locating the problem source of the problem) generally has strong universality, for each type of problem, the cause of the problem can be determined and primarily located by checking the condition of some specific events corresponding to the target application, and accordingly, the preset data storage space corresponding to the target program can be pre-stored with the corresponding relationship between a plurality of problem types and event names of a plurality of events. The event may include, among other things, a log event and/or a buried point event associated with the target application.

After the target program obtains the first question type, the first question type can be matched with a plurality of question types in the corresponding relation between a plurality of preset question types and event names of a plurality of events, if the matching is successful (namely, the plurality of question types in the corresponding relation have the question types corresponding to the first question type), the event names of the events corresponding to the problem types successfully matched with the first question type in the corresponding relation between the preset plurality of question types and the event names of the plurality of events are determined to be a plurality of key event names corresponding to the first question type.

Next, in step S240, a problem source corresponding to the first problem is determined based on the plurality of key event names and the operation data set. In this step, the target program may traverse the running dataset based on the plurality of key event names, so as to determine whether the running dataset includes the key event corresponding to the plurality of key event names, determine event parameters of the key event included in the running dataset, and determine a problem source corresponding to the first problem in combination with a preset problem positioning rule.

In one embodiment, in order to reduce data processing consumption and improve the positioning efficiency of the feedback problem, considering that the data amount of the operation data included in the acquired operation data set is larger, in step S240, the following steps 21-23 may be included:

in step 21, the time of occurrence of the first problem is determined.

In one implementation, in step 21, it may include: if the problem feedback content includes a problem feedback screenshot uploaded by the target user, the problem feedback screenshot may carry a time when the screenshot is carried, and accordingly, the target program may determine an occurrence time based on the time carried by the problem feedback screenshot, where the problem feedback screenshot is an image captured by the target user for the first problem (for example, a prompt information of the first problem and/or a problem interface corresponding to the first problem). In this implementation, the time carried by the question feedback screenshot may be determined as the occurrence time of the first question.

In yet another implementation, in step 21, it may include: and if the problem feedback content does not comprise the problem feedback screenshot, determining the occurrence time based on the reporting time of the problem feedback content. In this implementation manner, the target program may acquire the reporting time of the problem feedback content from the foregoing problem feedback platform, and then determine the reporting time as the occurrence time of the first problem.

Thereafter, in step 22, a subset of the target operational data corresponding to the time of occurrence is determined from the operational data set based on the time of occurrence. In this step, the target program may determine, based on the occurrence time, a time range corresponding to the occurrence time, where a start time of the time range is a time corresponding to a third duration before the occurrence time, and an end time of the time range is a time corresponding to a fourth duration after the occurrence; and then determining the operation data in the time range corresponding to the occurrence time from the operation data set, and classifying the operation data into a target operation data subset corresponding to the occurrence time. The third time period and the fourth time period may be the same or different, and may be set according to actual requirements, for example, the third time period and the fourth time period are the same, and are 15 minutes.

In step 23, a question source corresponding to the first question is determined based on the number of key event names and the subset of target operational data. In this step, the target program may traverse the target operation data subset based on the plurality of key event names, so as to determine whether the target operation data subset includes the key event corresponding to the plurality of key event names, determine event parameters of the key event included in the target operation data subset, and determine a problem source corresponding to the first problem in combination with a preset problem positioning rule. The target operation data subset is determined from the operation data set, namely, the operation data outside the time range corresponding to the occurrence time in the operation data set is filtered, so that the workload of traversing the operation data can be reduced, the consumption of the positioning process of the feedback problem can be reduced to a certain extent, and the positioning efficiency is better improved.

In one embodiment, at step S240, the following steps 31-32 may be included: in step 31, the running dataset is traversed based on the number of key event names, resulting in a traversed result.

It will be appreciated that the running dataset may comprise a log dataset and/or a buried data set, which may comprise log events of the target application triggered by the target user during running, the log events comprising corresponding event names and event parameters; the burial point data set may include a burial point event triggered by a target user during the operation of the target application, the burial point event including a corresponding event name and event parameters.

The aforementioned key event names determined by the object program may include key log event names and/or key embedded point event names. Accordingly, in the case where the running dataset may include a log dataset and a buried point dataset, the target program may traverse the running dataset based on a number of key event names, that is, traverse the running dataset acquired from each running data management platform (the log management platform and the buried point management platform of the client of the target application and/or the log management platform and the buried point management platform of each front end to which the target application relates) corresponding to the target application, respectively, to obtain the traversal result.

Next, in step 32, a problem source corresponding to the first problem is determined based on the traversal result and a preset problem positioning rule, where the preset problem positioning rule includes a problem positioning rule corresponding to the first problem type. The preset problem location rule may also include location rules corresponding to other problem types. After the target program obtains the traversal result, the problem source corresponding to the first problem can be determined based on the traversal result and a positioning rule corresponding to the first problem type in the preset problem positioning rules.

In one implementation, the positioning rule corresponding to each problem type in the preset problem positioning rule may include: and the information describing the source of the specific problem corresponding to the corresponding problem type under the condition that the event corresponding to the appointed event name in the operation data set is absent, and/or the information describing the source of the specific problem corresponding to the corresponding problem type under the condition that the event parameter (or the time interval between the events corresponding to at least two specific event names) of the event corresponding to the specific event name in the operation data set is abnormal (for example, does not accord with the preset normal range value).

in step 32, it may specifically include: based on the problem positioning rule corresponding to the first problem type, if the traversal result is determined to indicate that the operation data set lacks a key event corresponding to the first key event name in the plurality of key event names, determining that the problem source corresponding to the first problem is a client part of the target application.

For example, where the first question type is a question type that characterizes a web page container (e.g., webview), the question sources corresponding to the first question may include: the problem of the client of the target application, or the problem of a certain front end corresponding to the embedded webpage container of the target application, or the problem of the network environment where the target application is located.

The target program may search for a key event corresponding to each key event name in the process of traversing the running dataset, based on a problem positioning rule corresponding to the first problem type, if it is determined that the traversing result characterizes that the running dataset lacks a key event corresponding to the first key event name (for example, webview_load_finish of the client), that is, an event with an event name webview_load_finish not reported by the client of the target application, at this time, it may be considered that the client Webview initialization flow of the target application is not completed, and accordingly, it is determined that a problem source corresponding to the first problem is a client portion of the target application.

In yet another embodiment, in step 32, it may specifically include: based on a problem positioning rule corresponding to the first problem type, if the traversal result is determined to indicate that the operation data set lacks a key event corresponding to a second key event name in a plurality of key event names, determining that a problem source corresponding to the first problem is a front end part corresponding to the webpage container of the target application.

With the foregoing example, the target program may search for a key event corresponding to each key event name from the key event during traversing the running dataset, and determine, based on the problem location rule corresponding to the first problem type, that the traversing result characterizes that the running dataset lacks a key event corresponding to a second key event name (for example, a window. Onload at the front end), that is, an event with a window. Onload name not reported at a certain front end of the target application, that is, a problem occurs in service logic at the front end, and determine that the problem source corresponding to the first problem is the front end of the event with the window. Onload name not reported at the front end of the target application. In one implementation, the JS error of the corresponding front end may also be determined based on the events corresponding to the key event names.

In yet another embodiment, in step 32, it may specifically include: based on a problem positioning rule corresponding to the first problem type, if the traversal result is determined to indicate that a key event corresponding to a third key event name and/or a key event corresponding to a fourth key event name in a plurality of key event names is missing in the operation data set, or the traversal result is determined to indicate that a time interval between the key event corresponding to the third key event name and the key event corresponding to the fourth key event name exceeds a preset time threshold, determining that a problem source corresponding to the first problem is a network environment problem where the target application is located.

With the foregoing example, the target program may find the key event corresponding to each key event name from the key event names in the process of traversing the running dataset, and if the target program determines that the traversing result characterizes that the running dataset lacks the key event corresponding to the third key event name (e.g. webview_tcp_start) and/or the key event corresponding to the fourth key event name (e.g. webview_dns_start), that is, the event with the event name webview_tcp_start and/or webview_dns_start is not reported successfully, and accordingly, may consider that the link between the client and the front end of the target application is interrupted (i.e. failed), and then may determine that the problem source corresponding to the first problem type is the network environment problem where the target application is located, that is, the network signal where the target application is located is poor, and the network operator DNS/TCP has a problem.

If it is determined that the time interval between the key event corresponding to the third key event name (e.g., webview_tcp_start) and the key event corresponding to the fourth key event name (e.g., webview_dns_start) in the operation data set represented by the traversal result exceeds a preset time threshold, that is, the event corresponding to the event name webview_tcp_start and the event corresponding to the event name webview_dns_start are both reported successfully, but the time interval between the two events, which is triggered successfully, exceeds the preset time threshold, can be considered that the link between the client and the front end of the target application is overtime, and correspondingly, the problem source corresponding to the first problem type can be determined to be the network environment problem where the target application is located.

If the problem source corresponding to the first problem type is determined to be the network environment problem where the target application is located, the first problem can be considered to occur independently of the target application, at this time, information prompting the attention of the network environment where the first problem is located can be fed back to the target application, and correspondingly, the target application can output information prompting the target user to check the network of the device where the target application is located, so that the user can be helped to solve the problem more quickly.

In one embodiment, the method may further comprise the steps of: based on the problem source, prompt information is sent to a developer corresponding to the problem source. In this implementation manner, after determining the problem source corresponding to the first problem, based on the foregoing problem source, a prompt message is sent to a developer corresponding to the problem source, so as to prompt the corresponding developer to refer to the corresponding operation data set to perform maintenance and improvement on the client and/or front end related to the target application. For example: if the problem source corresponding to the first problem is determined to be the problem of the client related to the target application, prompt information is sent to a developer corresponding to the client related to the target application, so that the developer corresponding to the client can maintain and improve the client related to the target application by referring to the corresponding running data set. To reduce the labor cost of finding problems to some extent. In yet another implementation, the hint information may also carry the first question type and/or key event names to better assist the developer in determining and improving the question.

According to the method and the device, feedback of the first problem of the target application by the user of the target application can be combined, after the user authorization, an operation data set generated by the target application (a client and/or a front end involved in the target application) in the process of using the target application by the corresponding user can be obtained from each operation data management platform corresponding to the target application, and then the first problem type initially determined by combining the feedback of the user and the obtained operation data set are combined, and based on the corresponding relation between the preset problem types and event names of a plurality of events, the problem source corresponding to the first problem is automatically determined, so that automatic positioning of the problem source of the feedback problem is realized, the time cost and the labor cost consumed in the problem positioning process are reduced to a certain extent, and the problem solving efficiency of the target application is further improved.

The foregoing describes certain embodiments of the present disclosure, other embodiments being within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. Furthermore, the processes depicted in the accompanying figures are not necessarily required to achieve the desired result in the particular order shown, or in a sequential order. In some embodiments, multitasking and parallel processing are also possible, or may be advantageous.

Corresponding to the above method embodiments, the present embodiment provides a feedback problem positioning device 300, a schematic block diagram of which is shown in fig. 3, including:

a first obtaining module 310, configured to obtain a first question type corresponding to a first question that occurs in a target application, where the first question type is determined based on question feedback content uploaded by the target application for the first question;

a second obtaining module 320, configured to obtain, based on a user identifier of a target user of the target application, an operation data set of the target application from an operation data management platform corresponding to the target application, where the operation data set includes an event that the target application is triggered due to an operation of the target user in an operation process;

a first determining module 330, configured to determine a plurality of key event names corresponding to the first question type based on the first question type and a preset correspondence between a plurality of question types and event names of a plurality of events;

a second determining module 340 is configured to determine a problem source corresponding to the first problem based on the plurality of key event names and the operation data set.

In an alternative embodiment, the question feedback content includes question text content that describes the first question and is input by the target user, and the first question type is determined based on the question text content and a preset correspondence between a plurality of question types and a plurality of keywords.

In an alternative embodiment, the problem feedback content further includes: a reference question type, wherein the reference question type is a question type to which a selected question belongs in reference questions provided by the target user from the target application; the first question type is determined based on the question text content and the reference question type.

In an alternative embodiment, the operational data set comprises a log data set and/or a buried point data set, and in the case where the operational data set comprises a log data set, the event comprises a log event; in the case where the operational data set comprises a buried point data set, the event comprises a buried point event.

In an alternative embodiment, the target application is a client application embedded with a web page container, and the web page container supports displaying web pages on the target application by using web page technology;

The second obtaining module 320 is specifically configured to obtain a client operation data set from the first log management platform and/or the first embedded point management platform of the client of the target application, and the client operation data set is included in the operation data set;

and acquiring each front-end operation data set from a second log management platform and/or a second embedded point management platform of each front-end corresponding to the webpage container, and classifying the front-end operation data sets into the operation data sets.

In an alternative embodiment, the second determining module 340 includes:

a first determining unit (not shown in the figure) configured to determine an occurrence time of the first problem;

a second determining unit (not shown in the figure) configured to determine, based on the occurrence time, a target operation data subset corresponding to the occurrence time from the operation data set;

a third determining unit (not shown in the figure) is configured to determine a problem source corresponding to the first problem based on the plurality of key event names and the target operation data subset.

In an optional implementation manner, the first determining unit is specifically configured to determine, if the problem feedback content includes a problem feedback screenshot uploaded by the target user, the occurrence time based on a time carried by the problem feedback screenshot, where the problem feedback screenshot is an image captured by the target user with respect to prompt information of the first problem;

And if the problem feedback content does not comprise the problem feedback screenshot, determining the occurrence time based on the reporting time of the problem feedback content.

In an alternative embodiment, the second determining module 340 includes:

a traversing unit (not shown in the figure) configured to traverse the running dataset based on the key event names to obtain a traversing result;

a fourth determining unit (not shown in the figure) configured to determine a problem source corresponding to the first problem based on the traversal result and a preset problem positioning rule, where the preset problem positioning rule includes a problem positioning rule corresponding to the first problem type.

the fourth determining unit is specifically configured to determine, based on a problem positioning rule corresponding to the first problem type, that a problem source corresponding to the first problem is a client portion of the target application if it is determined that the traversing result characterizes that the running dataset lacks a key event corresponding to a first key event name in the plurality of key event names.

In an optional implementation manner, the fourth determining unit is further configured to determine, based on a problem positioning rule corresponding to the first problem type, that a source of the problem corresponding to the first problem is a front end portion corresponding to the web page container of the target application if it is determined that the traversing result characterizes that the running dataset lacks a key event corresponding to a second key event name in the plurality of key event names.

In an optional implementation manner, the fourth determining unit is further configured to determine, based on a problem positioning rule corresponding to the first problem type, that the problem source corresponding to the first problem is a network environment problem where the target application is located if it is determined that the traversing result characterizes that the key event corresponding to the third key event name and/or the key event corresponding to the fourth key event name in the plurality of key event names is missing or it is determined that a time interval between the key event corresponding to the third key event name and the key event corresponding to the fourth key event name is greater than a preset time threshold.

The foregoing apparatus embodiments correspond to the method embodiments, and specific descriptions may be referred to descriptions of method embodiment portions, which are not repeated herein. The device embodiments are obtained based on corresponding method embodiments, and have the same technical effects as the corresponding method embodiments, and specific description can be found in the corresponding method embodiments.

Referring now to fig. 4, a schematic diagram of an electronic device 400 suitable for use in implementing embodiments of the present description is shown. The electronic device shown in fig. 4 is only one example and should not be construed as limiting the functionality and scope of use of the embodiments herein.

As shown in fig. 4, the electronic device 400 may include a processing means (e.g., a central processing unit, a graphics processor, etc.) 401, which may perform various suitable actions and processes according to a program stored in a Read Only Memory (ROM) 402 or a program loaded from a storage means 408 into a Random Access Memory (RAM) 403. In the RAM403, various programs and data necessary for the operation of the electronic device 400 are also stored. The processing device 401, the ROM 402, and the RAM403 are connected to each other by a bus 404. An input/output (I/O) interface 405 is also connected to bus 404.

In general, the following devices may be connected to the I/O interface 405: input devices 406 including, for example, a touch screen, touchpad, keyboard, mouse, etc.; an output device 407 including, for example, a liquid crystal Display (LCD, liquidCrystal Display), a speaker, a vibrator, and the like; storage 408 including, for example, magnetic tape, hard disk, etc.; and a communication device 409. The communication means 409 may allow the electronic device 400 to communicate with other devices wirelessly or by wire to exchange data. While fig. 4 shows an electronic device 400 having various means, it is to be understood that not all of the illustrated means are required to be implemented or provided. More or fewer devices may be implemented or provided instead. Each block shown in fig. 4 may represent one device or a plurality of devices as needed.

In particular, according to embodiments of the present description, the processes described above with reference to flowcharts may be implemented as computer software programs. For example, embodiments of the present description include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method shown in the flowcharts. In such an embodiment, the computer program may be downloaded and installed from a network via communications device 409, or from storage 408, or from ROM 402. The above-described functions defined in the methods of the embodiments of the present specification are performed when the computer program is executed by the processing device 401.

The embodiments of the present specification also provide a computer-readable storage medium having stored thereon a computer program which, when executed in a computer, causes the computer to perform the method of locating a feedback problem provided by the present specification.

The computer readable medium according to the embodiments of the present disclosure may be a computer readable signal medium or a computer readable storage medium, or any combination of the two. The computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples of the computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of the present specification, a computer-readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. Whereas in embodiments of the present description, a computer-readable signal medium may comprise a data signal propagated in baseband or as part of a carrier wave, with computer-readable program code embodied therein. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: electrical wires, fiber optic cables, RF (Radio Frequency), and the like, or any suitable combination thereof.

The computer readable medium may be contained in the electronic device; or may exist alone without being incorporated into the electronic device. The computer readable medium carries one or more programs which, when executed by the electronic device, cause the electronic device to: acquiring a first problem type corresponding to a first problem occurring in a target application, wherein the first problem type is determined based on problem feedback content uploaded by the target application for the first problem; acquiring an operation data set of the target application from an operation data management platform corresponding to the target application based on a user identification of a target user of the target application, wherein the operation data set comprises events triggered by the target user in the operation process of the target application; determining a plurality of key event names corresponding to the first problem type based on the first problem type and the corresponding relation between a plurality of preset problem types and event names of a plurality of events; and determining a problem source corresponding to the first problem based on the key event names and the operation data set.

Computer program code for carrying out operations for embodiments of the present description may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, smalltalk, C ++ and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider).

In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments. In particular, for storage media and computing device embodiments, since they are substantially similar to method embodiments, the description is relatively simple, with reference to the description of method embodiments in part.

Those skilled in the art will appreciate that in one or more of the examples described above, the functions described in the embodiments of the present invention may be implemented in hardware, software, firmware, or any combination thereof. When implemented in software, these functions may be stored on or transmitted over as one or more instructions or code on a computer-readable medium.

The foregoing detailed description of the embodiments of the present invention further details the objects, technical solutions and advantageous effects of the embodiments of the present invention. It should be understood that the foregoing description is only specific to the embodiments of the present invention and is not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements, etc. made on the basis of the technical solutions of the present invention should be included in the scope of the present invention.

Claims

1. A method of locating feedback problems, comprising:

2. The method of claim 1, wherein the question feedback content comprises question text content entered by the target user describing the first question, the first question type being determined based on the question text content and a preset correspondence of a plurality of question types to a plurality of keywords.

3. The method of claim 1, wherein the problem feedback content further comprises: a reference question type, wherein the reference question type is a question type to which a selected question belongs in reference questions provided by the target user from the target application; the first question type is determined based on the question text content and the reference question type.

4. The method of claim 1, wherein the operational data set comprises a log data set and/or a buried point data set, and wherein the event comprises a log event in the case where the operational data set comprises a log data set; in the case where the operational data set comprises a buried point data set, the event comprises a buried point event.

5. The method of claim 4, wherein the target application is a client application of an embedded web page container that supports the presentation of web pages on the target application using web page technology;

the obtaining the operation data set of the target application from the operation data management platform corresponding to the target application includes:

acquiring a client operation data set from a first log management platform and/or a first embedded point management platform of a client of the target application, wherein the client operation data set is classified into the operation data set;

6. The method of claim 1, wherein the determining a problem source corresponding to the first problem based on the number of key event names and the operational dataset comprises:

determining an occurrence time of the first problem;

determining a target operation data subset corresponding to the occurrence time from the operation data set based on the occurrence time;

and determining a problem source corresponding to the first problem based on the key event names and the target operation data subset.

7. The method of claim 6, wherein the determining the time of occurrence of the first problem comprises:

if the problem feedback content comprises a problem feedback screenshot uploaded by the target user, determining the occurrence time based on the time carried by the problem feedback screenshot, wherein the problem feedback screenshot is an image intercepted by the target user for the first problem;

8. The method of claim 1, wherein the determining a problem source corresponding to the first problem based on the number of key event names and the operational dataset comprises:

traversing the operation data set based on the key event names to obtain a traversing result;

and determining a problem source corresponding to the first problem based on the traversing result and a preset problem positioning rule, wherein the preset problem positioning rule comprises a problem positioning rule corresponding to a first problem type.

9. The method of claim 8, wherein the target application is a client application of an embedded web page container that supports the presentation of web pages using web page technology on the target application;

The determining, based on the traversing result and a preset problem positioning rule, a problem source corresponding to the first problem includes:

and based on a problem positioning rule corresponding to the first problem type, if the traversing result is determined to characterize that the operation data set lacks a key event corresponding to a first key event name in the plurality of key event names, determining that a problem source corresponding to the first problem is a client part of the target application.

10. The method of claim 9, further comprising:

based on a problem positioning rule corresponding to the first problem type, if the traversing result is determined to represent that the operation data set lacks a key event corresponding to a second key event name in the plurality of key event names, determining that a problem source corresponding to the first problem is a front end part corresponding to the webpage container of the target application.

11. The method of claim 9, further comprising:

based on the problem positioning rule corresponding to the first problem type, if it is determined that the traversing result characterizes that the operation data set lacks a key event corresponding to a third key event name and/or a key event corresponding to a fourth key event name in the plurality of key event names, or it is determined that a time interval between the traversing result characterizes that the key event corresponding to the third key event name and the key event corresponding to the fourth key event name exceeds a preset time threshold, it is determined that a problem source corresponding to the first problem is a network environment problem where the target application is located.

12. The method of claim 1, further comprising:

and sending prompt information to a developer corresponding to the problem source based on the problem source.

13. A feedback problem locating device, comprising:

14. An electronic device comprising a memory and a processor, wherein the memory has executable code stored therein, and wherein the processor, when executing the executable code, implements the method of any of claims 1-12.