JP2002297796A - Inquiry type fault countermeasure support method using work flow system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a method of quickly providing information on similar fault countermeasure examples to an inquiry in an occurrence of a fault so that even a client with little experience in coping with faults can carry out a fault countermeasure by himself in most cases from the fault countermeasure examples. SOLUTION: Fault countermeasure information for classifying and coping with faults (such as fault classifying conditions, the fault countermeasure examples per classifying condition, persons in charge of faults per program, and sample operation data per program) is stored in a server, and fault countermeasure information such as corresponding fault countermeasure examples is extracted to the fault inquired by the client and it is displayed to the client. The client can cope with the fault by himself in most cases by looking at the fault countermeasure information. If the fault can not be coped with by the client himself, fault countermeasure information is sampled, it is transmitted to a person in charge of fault countermeasures per program, and a countermeasure is requested.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a failure countermeasure support method in the event of a software failure, and in particular, a failure countermeasure can be supported on a client side by using a workflow route (automatic routing function) to support the failure. The present invention relates to an inquiry-based failure countermeasure support method.

[0002]

2. Description of the Related Art In recent years, with the increase in scale and complexity of computer systems, the amount of fault management information of software under operation and development has reached an enormous amount in a short time. There is a need. For this reason, a method of centrally managing software fault management information by using a database has come to be seen. As for this method, as described in Japanese Patent Application Laid-Open No. Hei 10-91475, a duplication procedure for a new failure for which a duplication procedure is not registered is used to support countermeasures when the same failure occurs again. Some are meant to be registered.

[0003] In addition, as a method of handling a failure by inquiring about a failure of a computer system in operation, Japanese Patent Application Laid-Open No.
As described in the official gazette, the presence or absence of a failure is observed, and in the event of a failure, the details of the failure and failure information necessary for troubleshooting are reported to the maintenance center by facsimile, and visually checked by maintenance personnel There is something that responds to failures. However, there is no support for trouble countermeasures by inquiring of troubles via a workflow. In addition, Japanese Patent Application Laid-Open No. 7-144
The method described in Japanese Patent Publication No. 89 is premised on a contract with a maintenance department and is expensive.

[0004]

In the above-described system in which failure information at the time of occurrence of a failure is dealt with by visual confirmation of maintenance personnel, the maintenance program depends on know-how based on the failure handling experience of each maintenance worker. Failure information such as trace information and trace information of related programs was being collected. For this reason, when individual maintenance personnel have little experience in dealing with failures, failure information such as trace information of a failed program and trace information of a related program cannot be quickly collected.

[0005] As described above, the know-how for handling a failure depends on the experience of an individual, and it is impossible for all individuals to have the best know-how for handling a failure. Also, the computer system including the current application program, etc.
Various programs (especially new application programs, etc.) and hardware are complicatedly intertwined, and necessary trouble information materials may differ depending on the contents of the trouble. As described above, it is necessary to investigate in advance a specific method of collecting fault information according to the fault content of the application program, and a huge amount of time is spent until the task of collecting the fault information.

On the other hand, at present, a department for computer management, operation and maintenance is often set up on the customer side, and many customers have not made a contract with the maintenance department. Therefore, even when a failure occurs, there is a demand that a countermeasure be performed only on the customer side.

[0007] The present invention is to provide information similar to a failure countermeasure example more quickly by an inquiry at the time of failure occurrence,
It is an object of the present invention to provide a failure countermeasure support method that enables even a client who has little experience in handling a failure to take a failure countermeasure in most cases from a failure countermeasure case.

It is another object of the present invention to provide a method capable of reducing a delay in countermeasures due to omission of data collection by taking out and referring to a list of collected operation data (and, in some cases, the data operation data itself). And

Further, according to the present invention, information on operation data for collecting a failure that cannot be obtained by a client can be provided to a failure person who has been registered in the company in advance (or can be collected in a maintenance department).
It is an object of the present invention to provide a method that can reduce the time required for investigating and confirming materials for trouble investigation by transmitting trouble countermeasure information using a workflow matter route.

[0010]

In order to achieve the above object, the present invention uses a workflow system in which a plurality of clients for inquiring of a failure case and a server for transferring the case according to a predetermined business process are connected via a network. An inquiry-type troubleshooting countermeasure support method, comprising: previously storing troubleshooting information in the server; and inputting a troubleshooting request from the client to the server; searching for fault countermeasure information corresponding to the transmit extracting similar fault tolerance case, the fault tolerance case to the client from the server, and displaying in the client, displayed fault Tolerance case And a step for the client to take measures against the failure based on the To.

The present invention also provides an inquiry-type troubleshooting support method using a workflow system in which a plurality of clients for inquiring about a failure case and a server for transferring the case in accordance with a predetermined business process are connected via a network. Storing the trouble countermeasure information in the server, and inputting a trouble inquiry matter from the client to the server; and searching the server for trouble countermeasure information corresponding to the inquiry of the trouble inquiry matter. Extracting the failure measure case to be transmitted, transmitting the failure measure case from the server to the client, and displaying the failure measure case on the client; performing a failure measure by the client based on the displayed failure measure case; If countermeasures can be taken, the result of the failure inquiry is sent to the server. Determines whether to change or add to the fault countermeasure information you have product, to change, add, characterized in that a step of performing the process.

Further, the present invention is an inquiry-type failure countermeasure support method using a workflow system in which a plurality of clients inquiring for a failure case and a server for transferring the case according to a predetermined business process are connected via a network. Storing the trouble countermeasure information in the server, and inputting a trouble inquiry matter from the client to the server; and searching the server for trouble countermeasure information corresponding to the inquiry of the trouble inquiry matter. Extracting the failure measure case to be transmitted, transmitting the failure measure case from the server to the client, and displaying the failure measure case on the client; performing a failure measure by the client based on the displayed failure measure case; If the countermeasures could not be taken, Characterized by comprising the step of requesting fault tolerance Luo beforehand set fault tolerance personnel.

[0013] In the inquiry-type troubleshooting support method according to the present invention, the step of requesting the troubleshooting countermeasure to the troubleshooting countermeasure may include the step of requesting a fault classification based on a fault inquiry matter transmitted from the client. Materials required for troubleshooting are extracted for each program, and the materials are attached to request the troubleshooting staff to perform troubleshooting.

According to the present invention, there is provided the inquiry-based failure countermeasure support method, wherein information such as a similar failure countermeasure example, collected data, or collected operation data stored in the server for each program / fault classification condition is changed. -An additional step is further provided.

[0015]

Embodiments of the present invention will be described below with reference to the drawings.

In the present embodiment, when an unexpected failure occurs in an application program, the client makes an inquiry about the failure (failure classification condition, program name, etc.) in the failure countermeasure support work flow in the workflow.
By inputting and transmitting the same, it is possible to acquire similar failure inquiry cases (failure countermeasure information of a failure occurrence program and related programs, and a list of collected operation data necessary for failure investigation). As a result, the inquiring client itself can take quick countermeasures. Further, in the case of a failure that cannot be handled by the client, the failure countermeasure information can be transmitted by data to the person in charge of the failure to request a countermeasure. As described above, it is possible for the client to quickly take a countermeasure for a failure inquiry without contracting with the maintenance center.

FIG. 1 is a configuration diagram of an entire system according to an embodiment of the present invention. In FIG. 1, the server is a workflow server for easy understanding, but may be an information system server linked with the workflow system. This system includes a workflow server 100 that provides a service of the failure countermeasure support system, and a workflow client 119 that receives the service. The workflow server 100 is connected to a failure inquiry DB (database) 108 for each failure classification condition, a failure inquiry DB 109 for each program, and a failure inquiry history DB 110. The workflow server 100 and the workflow client 119 are connected to the Internet or the intranet 115.

The workflow server 100 includes a failure inquiry receiving unit 101, a failure inquiry content searching unit 102, a failure inquiry case extracting unit 103, a failure inquiry case transmitting unit 104, a failure inquiry case change / addition editing unit 105 by failure classification condition,
Failure inquiry case change / addition editing unit 106 by program,
And a failure inquiry history information change / addition editing unit 107.

The failure inquiry receiving unit 101 receives a failure inquiry from a client. Failure inquiry content search unit 1
In step 02, a similar failure inquiry case is retrieved from the failure inquiry DB 108 by failure classification condition or the failure inquiry DB 109 by program using the program code 502 and the failure classification condition 503 as keys. The failure inquiry case extraction unit 103 extracts similar failure inquiry cases. The failure inquiry case transmitting unit 104 transmits the extracted case to the failure inquiry result receiving unit 123
Send to

The failure inquiry case change / addition editing unit 105 for each failure classification condition registers a failure inquiry for each program / fault classification condition, or a similar failure inquiry case is invalid in the failure inquiry result When the person in charge is changed and cannot take measures, the failure inquiry result management unit 142 is notified and the failure inquiry DB 10 for each failure classification condition is provided.
8 is changed and added. The program-specific trouble inquiry change / addition editing unit 106 performs a program-specific trouble inquiry registration for performing change / additional editing of a collection of operation materials necessary for trouble inquiry and a trouble person for each program, and a similarity in the trouble inquiry result receiving unit 123. If the failure inquiry example is invalid or the failure person has changed and could not take countermeasures, the failure inquiry result management unit 142 is notified and the failure person in charge and the collection operation data etc. Change / additional edit. The failure inquiry history information change / addition editing unit 107 notifies the failure inquiry management unit 142 of the countermeasure status by the failure inquiry response notifying unit 124, and changes / adds and edits the inquiry content / answer content / countermeasure status to the failure inquiry history DB 110. I do.

The failure inquiry DB 108 for each failure classification condition is
Change / additional editing section 1
Register the updated information in 05. The program-specific failure inquiry DB 109 registers information updated by the program-specific failure inquiry change / addition editing unit 106. The failure inquiry history DB 110 registers a failure inquiry from a client and an inquiry result for each failure inquiry.

[0022] The workflow client 119 includes a client 1~N (120~130) for the user, and a client 140 for the administrator. Client 1
N (users) 120 to 130 are the workflow activation unit 1
21, a failure inquiry screen input transmission unit 122, a failure inquiry result reception unit 123, and a failure inquiry response notification unit 124. The client (administrator) 140 includes a workflow management unit 141, a failure inquiry result management unit 142, a failure inquiry result change / addition instruction unit 143, and a client management table 144.

The workflow activating unit 121 activates a failure inquiry matter of the workflow of the client. The failure inquiry screen input transmission unit 122 inputs the failure inquiry matter of the workflow, and the failure inquiry reception unit 10 of the server 100.
Send to 1. The failure inquiry result receiving unit 123 displays the similar failure inquiry case extracted by the failure inquiry case extraction unit 103 of the server 100 on the screen of the client. The failure inquiry response notifying unit 124 notifies the failure inquiry result management unit 142 whether the client has taken measures.

The workflow management section 141 authenticates whether or not the client making the inquiry about the failure is a client having the authority to make an inquiry about the failure. Fault query result management unit 142 manages whether or not there is a need to change or add the failure query results to change fault classification conditions by failure inquiry cases, additional editing section 105 and the program-specific fault inquiry case modification or addition editing unit 106 . The failure inquiry result change / addition instructing unit 143 determines the failure countermeasure example according to the failure inquiry result and the failure inquiry DB1 for each failure classification condition.
08 or change to the program-specific failure inquiry DB 109
When it is necessary to add,
09 is instructed to that effect. Client management table 1
Reference numeral 44 indicates in advance information such as trouble inquiry possible information for each client.

Although the workflow server 100 and the workflow client 119 shown in FIG. 1 are shown as being directly connected, this shows a logical connection, and is physically a communication network including the Internet or an intranet. Connected via

FIG. 2 is an operation flowchart of the system according to the present embodiment. With reference to FIG. 2, the flow of processing in the system of the present embodiment will be described. In the following, the client code of the inquirer is “xxxxxxxx”, the failure occurrence program is “Groupbox”, the failure classification condition 1 is “email cannot be sent”, and the failure classification condition 2
Is described as an example.

First, in step 201, the client 12
0, the client code is input by the workflow activation unit 121 and transmitted to the workflow management unit 141 of the client (management unit) 140. In step 202, the workflow management unit 141 authenticates whether or not the client has authority to use the workflow system by searching the client management table 144 for the client code. If the user does not have the authority, the client is contacted with an error message indicating that the workflow system cannot be used.

If it is determined in step 202 that the user has the right to use, in step 203, the client (management unit) 140 transmits a failure inquiry input screen 300 (FIG. 3) to the input transmission unit 122, and the client 120 The side receives and displays the failure inquiry input screen 300. Next, in step 204, the user enters the failure inquiry input screen 3
00 (FIG. 3), and the failure inquiry screen input transmission unit 122 transmits the content to the failure inquiry content search unit 102.

In step 205, the workflow server 100 receives the contents of the failure inquiry, and the failure inquiry content search unit 102 uses the program code 502 and the failure classification condition 503 as keys to identify similar failure inquiry cases. Search from the failure inquiry DB 108. Step 2
In step 06, if there is a similar failure inquiry case, the failure inquiry case extraction unit 103 extracts a similar failure inquiry case, and transmits the failure inquiry case transmission unit 104 to the failure inquiry result reception unit 123.

On the client 120 side, step 20
In step 7, the similar failure inquiry example 308 received by the failure inquiry result receiving unit 123 is displayed, and the user refers to this to take measures. In step 208, the client 120
It is determined whether or not measures were taken. If the countermeasure could not be taken, in step 213, the user collects the data specified in the collected data 605 or the collected operation data 606 in FIG. Press the button 310. Thereby, the matter is forwarded to the person in charge of the trouble in accordance with the matter route, and a measure is requested. Next, at step 214, the person in charge of disability takes measures,
The result obtained by adding the classification code and the like is displayed in the failure inquiry result management unit 1
42, and the process proceeds to step 210.

If the client can take measures in step 208, the result of the measures is notified to the failure inquiry result management unit 142 in step 209. At this time, if the failure inquiry content input by the client 120 is different from the accumulated failure in the failure inquiry response notifying unit 124, the classification code is input and the failure inquiry result management unit 14
Notify 2.

In step 210, the failure inquiry result management unit 142 uses the failure inquiry case change / addition editing unit 105 for each failure classification condition and the failure inquiry case change / addition editing unit 106 for each program based on the classification code to determine the failure. Determine whether the query results need to be changed or added.
When it is determined that the change / addition is necessary, the change / addition instruction unit 143 issues a change / addition instruction.

In response, the workflow server 100
In step 211, a past case similar to the failure inquiry is searched for by program and failure classification condition, and the failure inquiry case is added hierarchically. This is because the failure classification condition-specific DB 108 and the program-specific failure inquiry DB 10
9 is added or changed. DB1 by failure classification condition
08 and the data structure of the program-specific failure inquiry DB 109 are shown in FIGS. These data structures will be described later in detail.

[0034] Next, in step 212, due to the failure inquiry history information modification or addition editing section 107, failure inquiry history D
The failure inquiry result is changed or added to B110. If it is determined in step 210 that there is no need to change or add, the process directly proceeds to step 212, where the trouble inquiry history information change / addition editing unit 107 changes / adds the trouble inquiry result to the trouble inquiry history DB 110. I do.

FIG. 4 shows the client management table 144.
FIG. 6 is a diagram showing an example of the data configuration of FIG. The client management table 400 includes a client name 401, a client code 402, a failure person 403, a failure classification condition 404,
And a query history 405 field.

In the client name 401, a client name (for example, clients 1 to N (user)) indicating a client who can make a failure inquiry in the present workflow system.
120-130) are registered. Client code 40
In 2, a code for authenticating the client is registered. Failure person 403, failure classification condition 404,
In the inquiry history 405, who is the person in charge of failure corresponding to the client, what failure classification condition can be dealt with, and the history of the inquiry are registered.

As described with reference to FIG. 2, the workflow activation unit 12 authenticates whether the workflow system can be activated.
In 1, by inputting the client code 402, client code 4 in workflow management unit 141
02 after authentication, the failure inquiry input screen 300 of FIG. 3,
It is displayed on the failure inquiry input screen transmission unit 122. If the code of the client who is the inquirer does not exist, the failure information inquiry is rejected and an error message is transmitted to the client. When there are a plurality of fault classification conditions 404 and a plurality of inquiry histories 408, a plurality of hierarchical structures are provided as shown in the client name B406.

The trouble inquiry input screen shown in FIG. 3 is displayed when the client inputs the client code in the workflow activation unit 121, and the workflow management unit 141 transmits the client code to the failure inquiry screen input transmission unit 122 after authentication and displays the same. is there. The fields of the fault occurrence program 302 and the fault classification conditions 1 to 3 (303 to 305) are selected by pull-down from information registered in advance in the database as described later with reference to FIGS. After that, the failure inquiry content 307 is input, and the transmission button 309 is pressed to transmit the information to the failure inquiry receiving unit (workflow receiving unit) 101 and the failure inquiry result monitoring unit 142.

The information received by the failure inquiry receiving unit 101 is sent to the failure inquiry content search unit 102, and a similar failure inquiry answer example similar to the information is retrieved and extracted, and sent to the client. In the client displays like disorders query answer case 308 sent.
The user takes a measure with reference to it. If the client user cannot take countermeasures even after seeing the sent trouble inquiry reply example 308, add predetermined data to the attached document 306, press the request button 310, and take a countermeasure to the trouble countermeasure in accordance with the case route. Ask.

When the client is able to take a countermeasure with the displayed fault countermeasure example, the reply notifying section 124 of the fault countermeasure inquiry
Then, the failure inquiry result monitoring management unit 142 of the client (administrator) 140 is notified that the countermeasure has been taken. Necessary failure inquiry cases are added to the table shown in FIG. 5 for each failure classification condition, and are added to the table shown in FIG. 6 for each program.

[0041] FIG. 5, fault classification by condition Failure inquiry DB1
It is a figure showing an example of the data structure of 08. This table 500 contains a program name 501, a program code 50
2, a failure classification condition 503, a similar failure case 504, and a collected program code 505 are provided.

In the fields of the program name 501 and the program code 502, the names and program codes of various programs to be provided with the troubleshooting support are set in advance. In addition, a failure classification condition is set in advance in the field of the failure classification condition 503 for each program. The similar failure case 504 is a field for storing a similar failure countermeasure case for each combination of the program and the failure classification condition. It is assumed that some failure countermeasure cases are registered in the similar failure case 504 in advance.
When there are a plurality of cases, the data structure of the similar failure countermeasure case 504 has a plurality of hierarchical structures as shown in the similar failure countermeasure case 506.

[0043] As described in step 210 and 211 in FIG. 2, fault tolerance cases or fault tolerance cases due to a failure personnel fault classification conditions by failure inquiry D of the client
If it should be registered (changed / added) in B108, the failure inquiry case change / addition editing unit 1 for each failure classification condition
05, the trouble countermeasure example is registered (changed / added) as the similar trouble case 504 in FIG.

FIG. 6 shows a failure inquiry DB 10 for each program.
9 is a diagram illustrating an example of a data structure of No. 9. FIG. This table 6
00 is the program code 601, the program name 60
2. Person in charge of trouble 603, inquiry history 604, collected data 6
05 and a collection operation data 606 field.

In the fields of the program code 601 and the program name 602, the names and program codes of various programs to be provided with the troubleshooting support are set in advance. Further, for each of these program codes, the person in charge of trouble 603, the collected data 605, and the collected operation data 6
06 is registered in advance. As described in step 213 of FIG. 2, the collected data 605 and the collected operation data 606 are information indicating data to be attached when the client user requests a countermeasure to the failure person. The inquiry history 604 includes information (70 in FIG. 7) for identifying a failure inquiry history stored in a failure inquiry history DB described later with reference to FIG.
Set 1).

As described in steps 210 and 211 in FIG. 2, if the failure inquiry DB 109 for each program should be changed or added according to the failure countermeasure example at the client or the failure countermeasure example by the person in charge of the failure, the program By another failure inquiry case change / addition editing unit 106,
The content according to the failure countermeasure example is changed or added to the table of FIG.

The contents of the DB108,109 is the above-described Fig. 5
6, the program name of the faulty program is “Groupbox” (assuming that the program name “A” in FIG. 5 is “Groupbox”), the fault classification condition 1 is “email cannot be sent”, When the failure classification condition 2 is “Internet”, similar failure cases 506 corresponding to these failure classification conditions can be acquired by referring to the failure inquiry DB for each failure classification condition in FIG. Step 20
At 7, a similar failure cases 506 failure inquiry answer Case 30
It is displayed as 8. The user takes measures with reference to this. If the countermeasure could not be taken, in step 213, a predetermined material is attached as the trouble countermeasure material, the matter is transferred to the person in charge of the trouble, and the countermeasure is requested. At this time, it is requested that the attached materials refer to the collection program code 505 corresponding to the above-described fault classification condition from the table of FIG. 5 to collect data for the programs having the program codes 11, 12, 13, and 14. The programs that should collect data from the table in Fig. 6 are "Mailserver", "X.400", "Mail-
It is requested to be “SMTP” and “Sendmail”, and the materials to be collected are extracted with reference to the collected data 605 and the collection operation data 606.

FIG. 7 is a diagram showing an example of the data structure of the failure inquiry history DB 110. Failure inquiry history DB11
0 table 700 includes an inquiry history 701 and a time 70
2, a client code 703, an inquiry content 704, an answer content 705, and a countermeasure status 706.

The inquiry history 701 is an ID for specifying each inquiry history information. The client code 703 is the code of the client that made the inquiry. For each of these inquiry histories and client codes, the inquiry time 7
02, an inquiry content 704, an answer content 705, and a countermeasure status 706 are registered. As described in step 207 of FIG. 2, the inquired client takes countermeasures by referring to the information of the answer content (similar failure case) 504 displayed in the failure inquiry response example 308 of the failure inquiry input screen 300. If the countermeasure can be taken, in step 209, the failure inquiry response notifying unit 124 notifies the failure inquiry result control unit 142 of the fact. FIG. 7 shows the contents of the tables of FIGS.
10 shows an example of registration of history information when the case 506 is answered. When such inquiry history information is registered, the ID of the history information (that is, the inquiry history 7)
01) is registered in the inquiry history 405 of the corresponding record in the client management table of FIG.

FIG. 8 is a diagram showing the flow of a case route in the workflow system. The trouble inquiry person 801 of the client 120 describes the predetermined trouble information, creates the trouble inquiry information, and requests the matter route. this is,
This corresponds to step 204 in FIG. The workflow server 100 receives the failure inquiry information 802 and extracts a similar failure countermeasure example 803. This corresponds to step 205 in FIG. The extracted failure countermeasure example 803 is
The failure inquiry person 801 is sent to the client 120 and displayed, and the failure inquiry person 801 performs failure measures based on the similar failure measure example 803. This corresponds to steps 206 and 207 in FIG. If a countermeasure can be taken, the completion of the countermeasure is reported to the workflow server 100, and the process ends. This corresponds to step 209 in FIG. If the countermeasure cannot be performed only by referring to the similar failure countermeasure case 803, an inquiry is transmitted to the failure person 804 with the failure information added thereto, and the workflow server 1
The status of the countermeasure at 00 is requested to be investigated. The person in charge of failure 804 requests the product development department 805 or the like to investigate by e-mail or the like.

In the above-described embodiment, an embodiment in which a trouble inquiry case is sent using a workflow system can be used to promptly deal with a trouble countermeasure at the time of software trouble. It can be used for internal and external complaints and requests, and can be used to support various obstacles.

[0052]

As described above, according to the present invention,
When a failure occurs, the client inputs the failure classification condition and the content of the failure inquiry, so that the failure countermeasure method can be found in past failure countermeasure cases and the like, so that most failures can be handled only by the client. In addition, even in the case of difficult-to-understand faults, it is possible to refer to the data to be collected from the collection operation data list for each program, etc., and it is possible to shorten the work time for investigating, checking, and collecting data for fault investigation. At the same time, it is possible to reduce omission of collection of data and mistakes in collecting data.

[Brief description of the drawings]

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

FIG. 2 is an operation flowchart of the system according to the embodiment.

FIG. 3 is a diagram showing an example of a failure inquiry input screen.

FIG. 4 is a diagram illustrating a data configuration example of a client management table.

FIG. 5 is a diagram illustrating an example of a data structure of a failure inquiry DB for each failure classification condition.

FIG. 6 is a diagram showing an example of a data structure of a program-specific failure inquiry DB.

FIG. 7 is a diagram illustrating an example of a data structure of a failure inquiry history DB.

FIG. 8 is a diagram showing a flow of a matter route in the workflow system.

[Explanation of symbols]

100: Workflow server 101: Failure inquiry receiving unit 102: Failure inquiry content search unit 103: Failure inquiry case extraction unit 104: Failure inquiry case transmitting unit 105: Change / addition of failure inquiry case by failure classification condition Editing unit 106: Program-specific failure inquiry case change / addition editing unit 107: Failure inquiry history information change / addition editing unit 108: Failure classification condition-specific failure inquiry DB 109: Program-specific failure inquiry DB 110: Failure inquiry History DB 115 Internet / Intranet 119 Workflow client 120 Client 1 (user) 121 Workflow start unit 122 Failure inquiry screen input transmission unit 123 Failure inquiry result reception unit 124 Failure inquiry response Notification unit 130... Client N (user ) 140 client (administrator) 141 workflow management unit 142 failure inquiry result management unit 143 failure inquiry result change / add instruction unit 144 client management table 309 transmission button 310 request button 801: Failure inquiry person 802: Failure inquiry information 803: Failure countermeasure example 804: Failure person in charge 805: Product development department

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification code FI Theme coat ゛ (Reference) G06F 11/34 G06F 11/34 H 13/00 351 13/00 351M 630 630G 17/30 110 17/30 110F 170 170Z 180 180A 350 350C F term (reference) 5B042 GA12 LA20 MC15 5B048 CC17 DD11 FF02 5B075 ND20 NR12 PQ02 PR06 QM08 QP01 5B089 GB02 GB03 GB09 JA16 JA35 KA12 KB04

Claims (5)

[Claims] An inquiry-type failure countermeasure support method using a workflow system in which a plurality of clients for inquiring of a failure case and a server for transferring a case in accordance with a predetermined business process are connected via a network. Storing trouble countermeasure information, and inputting a trouble inquiry matter from the client to the server; and searching the server for trouble countermeasure information corresponding to the inquiry of the trouble inquiry matter, and searching for similar trouble measures. Extracting a case, transmitting the failure countermeasure case from the server to the client, displaying the same on the client, and performing a failure countermeasure by the client based on the displayed failure countermeasure case. Inquiry-type failure using workflow system Policy support method. 2. An inquiry-type failure countermeasure support method using a workflow system in which a plurality of clients for inquiring of a failure case and a server for transferring the case in accordance with a predetermined business process are connected via a network. Storing trouble countermeasure information, and inputting a trouble inquiry matter from the client to the server; and searching the server for trouble countermeasure information corresponding to the inquiry of the trouble inquiry matter, and searching for similar trouble measures. Extracting a case; transmitting the failure countermeasure example from the server to the client; displaying the failure countermeasure at the client; and performing a failure countermeasure by the client based on the displayed failure countermeasure case. In this case, the failure inquiry result is stored in the server. It determines whether to change or add to the fault tolerance information, advisory fault tolerance support method using a workflow system is characterized in that a step of performing the processing when changing or adding. 3. An inquiry-type troubleshooting support method using a workflow system in which a plurality of clients for inquiring of a problem case and a server for transferring the case according to a predetermined business process are connected via a network, Storing trouble countermeasure information, and inputting a trouble inquiry matter from the client to the server; and searching the server for trouble countermeasure information corresponding to the inquiry of the trouble inquiry matter, and searching for similar trouble measures. Extracting a case, transmitting the failure countermeasure case from the server to the client, and displaying the same on the client; performing a failure countermeasure on the client based on the displayed failure countermeasure case; If the Advisory fault tolerance support method using a workflow system comprising the steps of requesting fault tolerance to the constant faults measures personnel. 4. The method according to claim 3, wherein the step of requesting the failure countermeasure person to take a failure countermeasure comprises: An inquiry-based failure countermeasure support method using a workflow system, wherein materials required for failure countermeasures are extracted for each program, and the materials are attached and the failure countermeasure staff is requested to take a countermeasure against the failure. 5. The method according to claim 1, wherein the similar failure countermeasure example, collected data, or collected data is stored in the server for each program and failure classification condition. An inquiry-type failure countermeasure support method using a workflow system, further comprising a step of changing and adding information such as operation materials.