JP2002182811A - Software support system and computer readable recording medium with support program recorded thereon - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily retrieve an answer to a question about an operating method and a method for solving trouble of an error, etc. which occur in using software. SOLUTION: This support system for the software that displays a plurality of windows on the screen 21 of a computer 2 and performs processing in each of the windows respectively, has a user support database 5 for storing support information such as function explanation about each window and an error solving method while making them correspond to ID inherent to the respective windows and a communication server 4 provided with a retrieving means for retrieving the user support database on the basis of the ID inherent to the respective windows. The computer 2 starts a support program having a step for acquiring an ID inherent to the currently operated window and a step for transmitting the ID to the communication server 4.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] 1. Field of the Invention [0002] The present invention relates to a user support system for software activated on a computer such as a personal computer and a computer-readable recording medium on which software having a support function is recorded.

[0002]

2. Description of the Related Art Conventionally, in the operation of a computer such as a personal computer, as a solution to a problem encountered by a user due to an operation method or an error, a keyword of a problem encountered is devised and used. Search for a solution from the help file embedded in.

[0003] The help file incorporated in the software is information at the time of product shipment, and may not be supported depending on a problem that has occurred.
In this case, in order to obtain the latest information, the user must open a software or other manufacturer on the Internet.
A method of accessing a database provided in a support corner (Q & A corner, trouble casebook) presented on a Web page is adopted. Again, as with the help file built into the software, the user can come up with a keyword and perform a search,
Get solutions to problems that arise.

[0004]

However, when using a support database installed on a Web page, this database contains information relating to the entire software, and therefore includes unnecessary information for the user. Therefore, there may be a delay in the response time until the necessary information is obtained. In addition, since a certain level of skill is required to appropriately set a keyword for extracting necessary information, depending on the setting of the keyword, even if an answer exists in the database, the information cannot be accessed. In some cases. Furthermore, in order to properly set a keyword, the user must understand the cause that is currently occurring. When the cause cannot be understood, it is difficult to search for help without using a hint.

[0005] Some software displays a plurality of work windows on a screen. However, since a conventional help file is configured to collectively search and display information about the entire software, a specific work file is displayed. Window-specific information, such as usage and usage advice,
Problems, restrictions, etc. cannot be easily searched.

Accordingly, the present invention has been made in view of the above circumstances, and an object of the present invention is to provide an answer to a question about an operation method and a solution to a trouble such as an error which occur when using software. The present invention relates to a computer-readable recording medium that stores a software support system and a support program that can be searched for.

[0007]

According to a first aspect of the present invention, there is provided a software for displaying a plurality of window screens on a computer screen and performing processing in each of the window screens. An ID acquisition unit for acquiring an ID of a window screen currently being worked from among unique IDs issued for each of the window screens, and supporting information about each of the window screens, A user support database that is stored in association with an ID unique to the screen, a search unit that searches the user support database based on the ID unique to the window screen currently being worked on acquired by the ID acquisition unit, Output means for outputting the support information.

According to the present invention, even when a plurality of window screens are opened, an ID unique to the window screen being operated by the operator (active state) is obtained, and this ID is used. In addition, processing specific to the screen can be performed on the window in the active state.

Further, according to the present invention, when a question about an operation occurs or an error occurs during a work, for example, support for usage advice, problems, restrictions, explanation of functions, error solving method, etc. Information can be obtained from the user support database. In particular, when multiple window screens are open, an ID unique to the window screen is obtained, and the support information is searched based on this. Therefore, only the necessary support information specific to the window screen being worked on is obtained. It is possible to reduce labor such as setting a keyword for searching for support information.

According to a second aspect of the present invention, in the software support system, the ID acquiring means acquires an ID unique to the software currently being worked on together with an ID unique to the window screen. , ID of the window screen and ID unique to the software
And performing the above-mentioned search.

According to the present invention, even when a plurality of software programs are running, it is possible to acquire appropriate support information corresponding to the software programs.

According to a third aspect of the present invention, in the above software support system, the software support system further comprises an interface section which is virtually displayed on the window screen and operates the ID acquisition means. is there.

Here, as the "interface unit", for example, an icon or a pull-down menu displayed on a part of the window screen can be adopted.

According to the present invention, by operating the interface section displayed on the window screen, the support information corresponding to the window screen can be easily obtained.

According to a fourth aspect of the present invention, in the above-mentioned software support system, the ID acquisition means, when a window screen indicating the status of the software such as an error message window is displayed, is unique to the window screen. Is also transmitted.

According to the present invention, by transmitting together the unique ID attached to the error message, it is possible to narrow down the support information according to the execution state of the software, and to provide more appropriate support information. Can be.

According to a fifth aspect of the present invention, in the above software support system, the ID acquisition means transmits an exclusion ID attached to a specific type of window screen, and the search means performs the search. When performing, the support information on the window screen corresponding to the exclusion ID is excluded.

Here, "a specific type of window screen"
The term “window screen” refers to a window screen that displays contents similar to the support information stored in the user support database, such as a help file and a message window that are pre-installed in the software.

According to the present invention, an exclusion ID is assigned to a help file or the like incorporated in the software in advance, and when searching the user support database, the support information of the item corresponding to the exclusion ID is added. By eliminating this, it is possible to avoid transmission of duplicate data, and it is possible to reduce the load when transmitting data.

According to a sixth aspect of the present invention, in the above software support system, the software support system further comprises a history table for retaining a history of the window screen displayed on the screen, and the ID acquisition means excludes the search target. A window screen of a specific type to be performed. If the window screen is excluded from the target, based on the history table, the unique I / O of another window screen is determined.
D is obtained.

Here, the "specific type of window screen not to be searched" includes, for example, a help window screen and an error message window built in the software.

According to the present invention, when a user makes a support request after opening a specific type of window screen that does not need to search for support information such as a help window while working on the window screen, the history table is created. Since support information for another window screen (for example, the immediately preceding window screen) can be acquired by using this, it is possible to prevent extraction of support information for a window screen not intended by the user. .

[0023]

DESCRIPTION OF THE PREFERRED EMBODIMENTS [First Embodiment] (Overall Configuration of Support System) Hereinafter, a first embodiment of a support system according to the present invention will be described. FIG. 1 is a schematic configuration diagram illustrating an overall configuration of the support system according to the first embodiment.

As shown in FIG. 1, the support system according to the present embodiment includes a computer 2 such as a personal computer used by a user 1 and a support information installed on a network 3 in response to a support request from the user 1. It has a communication server 4 for providing and a user support database 5 for storing support information.

The computer 2 is a general-purpose computer such as a personal computer. In this embodiment, an operation system (OS) that can simultaneously start a plurality of software (applications) is installed.
Multiple software can be executed on this OS,
On the monitor 21, a software window is displayed for each software. The user can perform operations and operations on the software window, and can switch to another software operation by switching the software window.

The user 1 can access the network 3 via the computer 2. The network 3 is constructed by connecting terminals such as personal computers and mobile phones to each other by communication lines such as telephone lines, wireless lines, and dedicated lines. Is also included.

The communication server 4 publishes a Web site composed of HTML files and the like on a network.
We provide user support services on this website. The communication server 4 includes the computer 2
And a search engine for searching the user support database 5 for support information based on search keywords transmitted from the user and various IDs.

The user support database 5
Is the latest operation manual for software provided by the manufacturer, function explanation information, Q & A,
It stores support information such as troubleshooting methods, and the user 1 can receive software support by searching this user support DB 5 via a Web site. It should be noted that each support information stored in the user support DB 5 is provided with a tag indicating which window screen of which software is related.

(Overview of Support Program) Next, the configuration of a support program corresponding to the above-described support system will be described. FIG. 2 is an explanatory diagram showing the configuration of the support program displayed on the monitor 21 of the computer 2.

The support program corresponding to this support program is executed on a computer, for example, by being resident in a memory or the like, being executed as a part of the OS, and executed by other software. Help function when using (application).

More specifically, as shown in FIG. 3, software windows A1 to A3 for a plurality of software are displayed based on the OS started by the computer 2. The working window can be switched by moving a mouse, a cursor, or the like, and the software window that is currently working is displayed on the front. In these software windows A1 to A3, window screens W11, W21, W22, and W31 are displayed for each operation.

By activating the support program, the software windows A1 to A3 and the window screens W11, W21, W22, W31 are displayed on the web.
Help icons I1, I11, I2, I21, I22,
I3 is displayed. In each window,
Software I of the software to which the window belongs
D and an ID unique to the window screen are set.

The web help icons I1 to I3 are input interface sections virtually displayed on the screen. By clicking the input interface section with a mouse or the like, access to the support system is started and support for the communication server 4 is started. A request is made. At the time of this support request, the software ID of the window to which the web help icon belongs and the window screen unique ID are also transmitted.

In this embodiment, the support program is provided with a function and an input interface (not shown) for requesting a user for a search keyword or the like when a support request is made.

(Operation of Support System) Operation Mode 1 The operation mode of the support system having the above configuration will be described below. FIG. 3 is an explanatory diagram schematically showing an operation mode 1 of the support system according to the present embodiment.

Now, as shown in FIG.
A plurality of software programs are activated on the (PC screen), and software windows A1 and A2 are displayed. Also, a plurality of window screens W11, W12, W13 are displayed in the software window A1, and the user is working on W11 among these window screens. These software displays Web help icons I1 to I3 as an interface of the support function.

When an error message or the like on the window screen W11 is displayed while the user is working, the user clicks the Web help icon I11 provided on the window screen W11 where the error has occurred. By this click operation, a support request is transmitted to the Web site of the communication server 4 via the network 3 together with the software ID of the software window A1 currently working and the unique ID of the window screen W11.

The communication server 4 receiving the support request
On the Web site, the user support DB is searched based on the software ID and the window screen unique ID, and the support information is extracted (S101). The extraction of the support information is performed by comparing the software ID and the window screen unique ID attached to each support information with the tag. Then, the communication server 4 sorts the extracted data of the support information according to the importance and the reference frequency (S102), and a case or a response when a specific error message displayed by the operation on the window screen W11 is issued. The support information such as a measure is transmitted to the computer 2 of the user 1 via the network 3 (S103).

On the computer 2 side, the support program displays the received support information on the monitor 21 in a form corresponding to the window screen W11 in which the error message has occurred.

Operation Mode 2 In the support system according to this embodiment, the following operation modes can be adopted. FIG. 4 is an explanatory diagram schematically showing the operation mode 2.

The gist of the operation mode 2 is that a special ID is issued to a window such as an error message window that is important for determining the status of the personal computer.

That is, a unique ID is also assigned to an error message window displayed when an error occurs, and this error message window unique ID is added to the Web site in addition to the above-described software ID and window screen unique ID. By transmitting, more appropriate extraction of support information is realized.

In the operation mode 2, a tag corresponding to the error message window unique ID is added to the support information stored in the user support DB.
When searching the support information, the received error message window unique ID is also collated to narrow down the data.

Now, as shown in FIG.
The software is started on the (PC screen), a software window A1 is displayed, and a plurality of window screens W are displayed in the software window A1.
11, W12 and W13 are displayed, and the user 1 is working on W11 of these window screens.

For example, when the user 1 is working on the window screen W11, an error occurs,
When the error message window W14 is displayed,
Provided on the window screen W11 where the error occurred.
Click the web help icon I11.

As a result of this clicking operation, the support program first searches the software window A1 for a unique ID assigned to the error message. Here, since the error message window W14 to which the unique ID is assigned is displayed, an error unique ID exists. Therefore, the support program is configured so that the software window A1 currently being worked on
Software ID and unique I of window screen W11
Along with D, the unique ID of the error message window W14 is transmitted to the Web site of the communication server 4.

The communication server 4 receiving the support request
On the Web site, the user support DB is searched based on the software ID, window screen unique ID, and error message window unique ID, and support information is extracted (S101). The extraction of the support information is performed by comparing the software ID and the window screen unique ID attached to each support information with the tag. Then, the communication server 4 sorts the extracted data of the support information according to the importance and the reference frequency (S102), and a case or a response when a specific error message displayed by the operation on the window screen W11 is issued. The support information such as a measure is transmitted to the computer 2 of the user 1 via the network 3 (S103).

On the computer 2 side, the support program displays the received support information on the monitor 21 in a form corresponding to the window screen W11 in which the error message has occurred.

Operation Mode 3 In the support system according to this embodiment, the following operation modes can be further adopted. FIG. 5 is an explanatory diagram schematically showing the operation mode 3.

In the third operation mode, when a support request is made to the Web site of the maker, if the requested support content already exists in the help file pre-installed in the software, a duplicate item is set. The point is that downloading from the user support DB 5 is not performed.

More specifically, an ID corresponding to the version is assigned to each item included in the help file pre-installed in the software, and when the support is requested, the software ID and the window This help file ID is transmitted to the Web site in addition to the screen unique ID so that downloading of duplicate items is eliminated.

In the operation mode 3, in addition to the software ID, the window screen unique ID, and the tag corresponding to the error message window unique ID, the help file version is added to the support information stored in the user support DB. A tag for identification is attached. When searching for support information, the received software ID, window screen unique ID, and error message window unique ID are collated, and the information in the help file in the software is checked. By excluding, data is narrowed down.

Now, as shown in FIG.
The software is started on the (PC screen), a software window A1 is displayed, and a plurality of window screens W are displayed in the software window A1.
11, W12 and W13 are displayed, and the user 1 is working on W11 of these window screens.

For example, when the user 1 is working on the window screen W11, an error occurs,
When the error message window W14 is displayed,
Provided on the window screen W11 where the error occurred.
Click the web help icon I11.

By this clicking operation, the support program obtains the software ID of the software window A1 currently in operation, the unique ID of the window screen W11, the unique ID of the error message window W14, and the version ID of the help file, and these are acquired. After being combined (S200), it is transmitted to the website of the communication server 4 and the help function incorporated in the software.

The communication server 4 receiving the support request
On the Web site, the user support DB is searched based on the software ID, window screen unique ID, and error message window unique ID, and unnecessary information is deleted based on the help file ID to extract support information. (S101), and the extracted support information is transmitted.

The help function in the software extracts support information based on the received ID (S2).
01). Thereafter, the support program sorts the support information received from the Web site and the support information in the software after summarizing the information (S102), and displays the information on the monitor 21 in a form corresponding to the window screen W11 in which the error message has occurred. (S103).

Operation Mode 4 Further, the support system according to the present embodiment can further employ the following operation modes. FIG.
(A) And (b) is explanatory drawing which shows operation | movement mode 4 typically.

In the operation mode 4, when the user 1 clicks the Web help icon I while opening the help window built in the software, the help screen is displayed as the window screen on which the user 1 is currently working. The unique ID of the window screen will be transmitted to the website, and the website that receives it will search for support information for this help window screen. The gist of the present invention is to make it possible to change the ID transmitted to the Web site based on the URL.

That is, a window operation history table for accumulating the operation history of the window screen is provided, and the unique ID of the window screen opened by the user 1 is recorded in this table, and it is desired to exclude the help window and the like from being searched. The window is given a special ID.

Now, as shown in FIG. 7A, a plurality of window screens W12 are displayed in the software window A1.
Is displayed, and W1 of these window screens is displayed.
At 2, the user 1 is working.

Then, the user 1 sets the window screen W1
2. When an error occurs while working on the screen 2, the help screen Wh with built-in software is opened and the window screen Wh
Is clicked, the support program extracts the software ID currently being worked on and the unique ID of the help window screen Wh as the currently working window screen, and combines these. Then, it is determined whether or not the window ID is appropriate (S300). If it is determined in S300 that it is not appropriate, the window operation history table 7
Collate.

Next, as shown in FIG. 7B, the support program uses the window operation history table 7 to change the unique ID of W12, which is the window screen that was previously worked, The support request is acquired to the Web site together with the software ID to be used as the unique ID of the window screen being used. If it is determined in S300 that the ID is appropriate, the support program transmits each ID to the Web site as it is, similarly to the other operation modes described above.

The communication server 4 receiving the support request
On the Web site, the user support DB is searched based on the software ID and the unique ID of the previous window screen W12 to extract support information (S
101). Then, the communication server 4 sorts the data of the extracted support information (S102), and transmits the support information of the immediately preceding window screen W12 to the computer 1 of the user 1 via the network 3 (S103).

On the computer 2 side, the support program displays the received support information on the monitor 21 in a form corresponding to the window screen W11 in which the error message has occurred.

(Effects of Support System and Support Program) According to the support system and support program according to the present embodiment described above, for example, when a question about an operation or an error occurs during a work, Support information such as usage advice, problems, restrictions, function explanations, and error resolution
Through the user support database 5.

In particular, when a plurality of window screens are open, the support program obtains an ID unique to the software and an ID unique to the window screen, and the search engine of the Web site searches for support information based on these. Therefore, the user 1 can acquire only necessary support information specialized for the window screen of the software being worked on, and can reduce labor such as setting a keyword for searching for support information.

Note that, in the present embodiment, the Web
The support request for the site can be executed by clicking the Web help icon displayed on the window screen, so that the operation is easy.

Also, as in the operation mode 2 described above, a unique ID is added to the error message window screen,
By transmitting the information together with the search for the support information, the support information corresponding to the execution state of the software can be narrowed down, and more appropriate support information can be provided.

Further, as in the above-described operation mode 3, an ID for search exclusion is added to a help file or the like incorporated in the software in advance, and the search ID on the Web site corresponds to the ID for exclusion. By eliminating the support information of the items to be transmitted, it is possible to avoid transmission of duplicate data, and it is possible to reduce the load when transmitting data.

Also, as in the operation mode 4, by recording the ID of the window screen opened by the user 1 in the history table 7 as history information, the user 1 can operate the window screen while working on the window screen. When a support request is made after opening a window screen that does not need to be searched for support information, the support information for another window screen (for example, the immediately preceding window screen) is acquired using the history table 7. be able to.
As a result, it is possible to prevent extraction of the support information about the window screen not intended by the user.

[Second Embodiment] (Overall Configuration of Support System) Next, a second embodiment of the support system according to the present invention will be described.
FIG. 7 is a schematic configuration diagram illustrating an overall configuration of a support system according to the second embodiment.

The support system according to the present embodiment displays a plurality of window screens on a computer screen and supports software for performing processing in each of these window screens, similarly to the first embodiment described above. Things. In the second embodiment, the gist is that the user support database 5 installed on the network 3 and the search engine provided in the communication server 4 in the first embodiment are incorporated in the support program. I do.

That is, the support system according to the present embodiment is a computer operation system (O
S) is provided by executing the support program 10 on the OS, and provides an answer to a question or an error, a description of a function, and a solution to the problem when operating the software (application) 15 running on the OS. .

In the present embodiment, the support program 10 activates the computer to virtually form each function on the computer. Specifically, as shown in FIG. 7, the activated support program 10 transmits a software ID or a window screen from software 15 being operated in accordance with an instruction from an input interface (I / F) 11 such as a mouse or a keyboard. An ID acquiring unit 10a for acquiring a unique ID and the like, and an ID transmitting unit 1 for transmitting each ID acquired by the ID acquiring unit 10a to the search unit 10c.
0b, a search unit 10c for searching the user support database 13 based on the received various IDs to extract the support information, a sorting unit 10d for rearranging the support information extracted by the search unit 10c, and the sorted support information. And a support information sending section 10e for sending 14 to an output interface 12 such as a monitor, a printer, a floppy (registered trademark) drive, or the like.

Also, in this embodiment, the support program 10 is resident on the OS when it is started, similarly to the first embodiment described above, and the software window of the other software 15 started on this OS is also provided. Also, a Web help icon is displayed on the window screen, and a software ID of the software to which the window belongs and an ID unique to the window screen are set in each window. The Web help icon is an input interface section virtually displayed on the screen, and the support program is started by clicking the icon with an input I / F such as a mouse.

The above user support database 13
Is a database built in the support program 10, and includes an operation method manual for software provided by each software manufacturer, function description information,
Support information such as Q & A and trouble solving methods is accumulated. Note that each support information stored in the user support DB 13 is provided with a tag indicating which software is associated with which window screen.

The software 15 is various applications executed on the OS started on the computer. In the present embodiment, a plurality of software can be started simultaneously. When a plurality of pieces of software are executed on the OS, a software window is displayed for each piece of software on a computer monitor. The user can select one of the software windows to make it workable (active state), perform work and operations on the window screen in the active state, and switch the software window in the active state. , You can move on to work with other software.

(Operation of Support System) An operation mode of the support system having the above configuration will be described below. FIG. 8 is an explanatory diagram schematically illustrating an example of an operation mode of the support system according to the present embodiment.

Now, as shown in FIG.
A plurality of software programs are activated on the (PC screen), and software windows A1 and A2 are displayed. Also, a plurality of window screens W11, W12, W13 are displayed in the software window A1, and the user is working on W11 among these window screens. On these software, Web help icons I1 to I3 are displayed as an interface of the support program.

When an error message or the like on the window screen W11 is displayed while the user is working, the user clicks the Web help icon I11 provided on the window screen W11 where the error has occurred. By this clicking operation, the ID acquisition unit 10a
Acquires the software ID of the software window A1 currently in operation and the unique ID of the window screen W11, and sends these IDs to the search unit 10c by the ID sending unit 10b.
To send to.

The search unit 10c searches the user support DB 13 based on the received software ID and window screen unique ID, and searches for support information on cases and countermeasures when a specific error message is issued by an operation in the window W11. Extraction is performed (S10
1). The extraction of the support information is performed by comparing the software ID and the window screen unique ID attached to each support information with the tag.

Then, the sorting unit 10d sorts the extracted support information data according to importance and reference frequency (S102), and the sorted information is sent out via the support information sending unit 10e (S102). S103), the image is displayed on the monitor 21 in a form corresponding to the window screen W11 in which the error has occurred.

In the second embodiment, the operation mode 1 described in the above-described first embodiment has been described as an example. However, in the second embodiment, the operation modes 2 to 2 shown in the first embodiment are also described. 4 can be adopted.

That is, also in the second embodiment,
As described in the operation mode 2, it is possible to issue a special ID to a window such as an error message window that is important for determining the status of the personal computer.

That is, a unique ID is also assigned to an error message window displayed when an error occurs, and this error message window unique ID is added to the Web site in addition to the above-described software ID and window screen unique ID. By transmitting, more appropriate extraction of support information is realized.

Also, in the second embodiment, as described in the operation mode 3, when a support request is made to the Web site on the maker side, the requested support content is incorporated in the software in advance. If the item already exists in the help file, the duplicate item may not be downloaded from the user support DB 5.

More specifically, a help file pre-installed in the software contains an I / O file corresponding to the version.
A help file ID is sent to the website in addition to the above-mentioned software ID and window screen unique ID when a support request is made, so that downloading of duplicate items is excluded.

Further, also in the second embodiment,
As described in the operation mode 4, the ID transmitted to the Web site can be changed based on the operation history of the window screen.

That is, a window operation history table for accumulating the operation history of the window screen is provided, in which the unique ID of the window screen opened by the user 1 is recorded, and it is desired to exclude the help window and other search targets. A special ID is assigned to each window, and when a support request is made for a window to be excluded, the ID of the immediately preceding window screen is searched based on the information in the window operation history table. To be sent as

The support programs used in the support systems described in the first and second embodiments are realized by software written in a predetermined computer language. And this program is
Recording on a magnetic recording medium 16 such as a floppy disk, an optical disk 17 such as a CD-R, a CD-RW, and a DVD, a RAM card 18, and a cassette tape 19 as shown in FIG. Can be. The computer-readable recording medium includes a personal computer, a hard disk of a communication server, and the like.

According to the recording media 16 to 19 recording such a support program, the support program can be easily stored and transported, and the above-mentioned support program is installed in the computer 2 used by the user 1. This makes it possible to easily realize a useful support system capable of accurately providing support such as explanation of a function to a user and transmission of a troubleshooting method.

The computer-readable recording medium in which the software support system and the support program of the present invention are recorded is not limited to the above-described first to third embodiments. For example, the following changes can be made.

A means for inputting, for example, a keyword arbitrarily selected by the user may be provided as a means for searching the user support database, thereby narrowing down and sorting the support information. This makes it possible to provide support information according to the needs of the user.

Further, an identification ID is set for the version information in the item of support information stored in the user support database, the ID of the version of the help file incorporated in the software is obtained, and the ID is included in the help file. If the item and the support information stored in the user support database 5 overlap, a function for deleting old support information stored in the user support database 5 may be provided. Thus, unnecessary information can be prevented from being stored in the database, and old information can be prevented from being extracted as a search result.

In the above-described embodiment, the interface for calling the help is only the Web help icon. However, for example, the icon for accessing the help file built in the software and the user support database 5 using the communication line such as the Web are used. An icon for access may be provided separately to diversify support for the user 1. Further, the interface unit may be in a form other than the icon, for example, a pull-down menu form.

The support information stored in the user support database 5 is created in a file format having a link function such as HTML or XML, and a link from the support information to a help file with built-in software is added. Alternatively, a transition from the support information in the user support database 5 to the help file built in the software may be possible. In this case, the user does not need to be aware of the support information on the network or the information embedded in the software,
Get support information.

[0098]

According to the computer-readable recording medium on which the support system and the support program according to the present invention are recorded, answers to questions about operation methods and solutions to troubles such as errors that occur when using software. The method can be easily searched, and more appropriate support services can be provided.

[Brief description of the drawings]

FIG. 1 is an overall configuration diagram of a support system according to a first embodiment of the present invention.

FIG. 2 is an explanatory diagram showing a screen configuration of a support program used in the support system according to the first embodiment.

FIG. 3 is a flowchart showing an operation mode 1 of the support system according to the first embodiment.

FIG. 4 is a flowchart showing an operation mode 2 of the support system according to the first embodiment.

FIG. 5 is a flowchart showing an operation mode 3 of the support system according to the first embodiment.

FIG. 6 is a flowchart showing an operation mode 4 of the support system according to the first embodiment.

FIG. 7 is an overall configuration diagram of a support system according to a second embodiment of the present invention.

FIG. 8 is a flowchart illustrating an example of an operation mode of the support system according to the second embodiment.

FIG. 9 is a perspective view showing a computer-readable recording medium on which a support program used in a support system according to a third embodiment is recorded.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... User, 2 ... Terminal, 3 ... Network, 4 ... Communication server, 5 ... User support database, 10 ...
Support program, 11 ... input interface, 1
2: Output interface, 13: User support database (built-in software), 14: Support information, 15: Software in operation

Claims (13)

[Claims] 1. A software support system for displaying a plurality of window screens on a computer screen and performing processing in each of the window screens, wherein a unique number assigned to each of the window screens is provided. I to get the ID of the currently working window screen from the IDs
D acquisition means; a user support database for accumulating support information for each window screen in association with an ID unique to each window screen; and an ID unique to the currently working window screen acquired by the ID acquisition means. A software support system, comprising: a search unit that searches the user support database based on a search result; and an output unit that outputs the searched support information. 2. The software support system according to claim 1, wherein said ID acquisition means includes an ID unique to said window screen.
A software support system for acquiring an ID unique to the software currently being worked on, and performing the search by comparing the ID of the window screen with the ID unique to the software. 3. The software support system according to claim 1, further comprising: an interface unit virtually displayed on the window screen to operate the ID acquisition unit. Support system. 4. The software support system according to claim 1, wherein the ID acquisition unit also acquires an ID unique to the window screen when a window screen indicating a status of the software is displayed. A software support system characterized by: 5. The software support system according to claim 1, wherein the ID acquisition unit acquires an exclusion ID attached to a specific type of window screen, and the search unit performs the search. When performing, the exclusion ID
A software support system, which excludes support information for window screens corresponding to (1). 6. The software support system according to claim 1, further comprising a history table for retaining a history of a window screen displayed on the screen, wherein the ID acquisition unit determines that the search target is excluded from the search. Has a determination means as to whether or not a particular type of window screen,
A software support system for acquiring a unique ID of another window screen based on the history table when the window screen is excluded from the target. 7. A computer-readable recording medium on which a plurality of window screens are displayed on a screen of a computer, and a support program of software for performing processing in each of the window screens is recorded. A computer-readable recording recording a software support program, comprising the steps of: issuing a unique ID to each of the screens; and obtaining a unique ID attached to the window screen currently being worked on. Medium. 8. A computer-readable recording medium on which the software support program according to claim 7 is recorded, and sends the acquired unique ID of the window screen and requests transmission of support information on the window screen. And a step of displaying the received support information in correspondence with the window screen being worked on. A computer-readable recording medium recording a software support program. 9. A computer readable recording medium on which the software support program according to claim 7 or 8 is recorded, wherein a step of acquiring a unique ID of the software currently in operation, and transmitting a unique ID of the acquired software. And a computer-readable recording medium recording a software support program. 10. A computer-readable recording medium on which a software support program according to claim 7 is recorded, wherein an interface unit for starting the support request processing is displayed on the window screen. A computer-readable recording medium on which a software support program is recorded. 11. A computer-readable recording medium on which a software support program according to claim 7 is recorded, wherein when a problem occurs in the software, a message window indicating an effective state of the software is displayed. And a step of transmitting a unique ID of the message window. A computer-readable recording medium recording a software support program. 12. A computer-readable recording medium on which the software support program according to claim 7 is recorded, wherein a step of displaying a window screen showing the contents of a help file built in the software; Exclusion I attached to the file window screen
D. acquiring D, transmitting the acquired exclusion ID, and displaying the received support information combined with the contents of a help file incorporated in the software. A computer-readable recording medium on which a support program is recorded. 13. A computer-readable recording medium on which a software support program according to claim 7 is recorded, wherein a unique ID is set for a specific window screen to be excluded from a search target. Writing the history of the displayed window screen to the history table; obtaining the unique ID of the window screen that is currently being opened; and determining whether the acquired unique ID is a specific type of window screen. Determining whether or not the acquired unique ID is the window screen related to the setting, and acquiring the unique ID of another window screen based on the history table; Transmitting a unique ID of the window screen. A computer-readable recording medium on which a support program for software to be executed is recorded.