JP2004062249A - System, method, and method for handling trouble, and recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system, a method, and a program for handling a trouble and a recording medium that enable related departments to share information on a maintenance worker who handles the trouble occurring to a device to be monitored and information on the handling state of the trouble. <P>SOLUTION: The trouble handling system 1 which informs the maintenance worker of the information on the trouble occurring to the device 10 to be monitored has a 1st reporting means 40 of receiving the information on the trouble occurring to the device 10 to be monitored, retrieving the maintenance worker according to the information on the trouble, and reporting the information on the trouble to the retrieved maintenance worker at the same time and a 2nd reporting means 50 of receiving the information on the trouble occurring to the device 10 to be monitored, retrieving the maintenance worker according to the information on the trouble, and reporting the information to the trouble to maintenance worker in order until a maintenance worker who handles the trouble is determined. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a failure handling system, a failure handling method, a failure handling program, and a recording medium, and more particularly to a failure handling system for notifying a maintenance worker who should deal with a failure of a monitored device with information on the failure, and a failure handling system. The present invention relates to a response method, a failure response program, and a recording medium.
[0002]
[Prior art]
2. Description of the Related Art In recent years, an Internet data center (hereinafter, referred to as IDC), which has a business server used by a customer such as a company for business and manages the business server, has been receiving attention. The IDC provides comprehensive maintenance services such as installation and management of business servers.
[0003]
Usually, the IDC is a department in charge of operation (hereinafter referred to as an operator) for monitoring and operating facilities such as computers installed in the center, and a support disk (hereinafter referred to as SD) for responding to telephone inquiries from customers. A customer is supported by providing a service engineer (hereinafter referred to as SE) department for maintenance of business servers and troubleshooting. Note that the operator performs a recovery support operation upon receiving a work instruction from the SE when a failure occurs.
[0004]
In the conventional IDC, for example, the operation status of the facilities including the status of the business server is always automatically monitored by the automatic monitoring server, and the operator monitors the operation status. The SE department was notified at the discretion of the person in charge or the automatic monitoring server. In addition, "CTI Solution Guide 2000 Special Program Separate Volume, published by Nikkei BP" describes that the content of a fault is automatically notified to the SE department by using both e-mail and telephone.
[0005]
[Problems to be solved by the invention]
In the conventional IDC, if it is determined that the contents of the failure cannot be solved by the operator and the SD department, one or more SEs are searched according to the individual business server in which the failure occurred, and all SEs searched are sent an e-mail, telephone, and the like. Was used to notify the contents of the failure. In general, the number of SEs to be searched is generally set to a sufficient number of people in order to always be able to cope with a failure.
[0006]
By the way, the SE that actually corresponds to the failure is often a part of the SEs set to have a sufficient number of people. Therefore, after notifying the SE of the searched SE of the content of the failure, the person in charge of the SD department cannot determine when the SE has received the notification, cannot identify the SE corresponding to the failure, and responds to the failure. However, there is a problem that it is not possible to easily answer the inquiry from the customer because it is not possible to know easily.
[0007]
In addition, instead of notifying all SEs set to a sufficient number of people with the details of the failure, it is preferable to be able to limit the notification of the details of the failure to a minimum range of people required to determine the SE to be dealt with. won.
[0008]
Further, notifying a plurality of SEs of the contents of a fault simultaneously by telephone has the following problems. First, since the notification of the failure content does not determine the SE to deal with the failure from the plurality of SEs that receive the notification, there is a problem that the handling of the failure is delayed.
[0009]
Secondly, if a failure occurs in the business server, subsequent processes are also affected. As a result, the failure is detected continuously, and if an error is notified for each failure, it is troublesome for the SE. Was.
[0010]
Third, there is an inconvenience that the business server issues an error message and notifies the SE as a failure even though the failure is not a failure during the maintenance of the IDC system. Fourth, there has been a problem that the content of the fault is notified to SEs who are on vacation or outside their assigned hours.
[0011]
SUMMARY OF THE INVENTION The present invention has been made in view of the above points, and has a failure handling method capable of sharing information of a maintenance worker corresponding to a failure that has occurred in a monitored device and information of a response status of the failure with related departments. It is an object to provide a system, a failure handling method, a failure handling program, and a recording medium.
[0012]
[Means for Solving the Problems]
Therefore, in order to solve the above problems, the present invention monitors the status of one or more monitored devices, and sends information of a fault that has occurred in the monitored device to one or more maintenance workers who should deal with the fault. A failure handling system for notifying, receiving information on a failure that has occurred in the monitored device, searching for the one or more maintenance workers in accordance with the failure information, and providing the searched maintenance worker with the failure information. First notifying means for notifying information at the same time; receiving information on a fault that has occurred in the monitored device; searching for the one or more maintenance workers according to the fault information; And a second notifying unit for sequentially notifying the searched maintenance worker of the information on the failure until a worker is determined.
[0013]
In such a failure handling system, one or more searched maintenance workers are sequentially notified until a maintenance worker to deal with a failure occurring in the monitored device is determined.
[0014]
Therefore, since the failure handling system of the present invention can identify the maintenance worker who has decided to deal with the failure, the information of the maintenance worker who has decided to deal with the failure can be shared by the related departments. Is possible.
[0015]
A first customer determination unit that receives information on a failure that has occurred in the monitored device and determines a customer according to the information on the failure; and one or more maintenance workers corresponding to the customer. And a first notification processing unit that simultaneously notifies the e-mail address of the troubled person to the e-mail address of the searched maintenance worker.
[0016]
In such a trouble handling system, the trouble information can be simultaneously notified to the e-mail addresses of one or more maintenance workers corresponding to the customer determined according to the trouble information.
[0017]
A second customer determination unit configured to receive information on a failure that has occurred in the monitored device and determine a customer according to the information on the failure; and at least one maintenance worker corresponding to the customer. And a second notification processing unit that sequentially notifies the information of the failure by voice to the telephone number of the searched maintenance worker until the maintenance worker to deal with the failure is determined. It may be.
[0018]
In such a failure handling system, the maintenance staff responding to the failure that occurred in the monitored device is sequentially addressed to the telephone number of one or more maintenance workers corresponding to the customer determined according to the failure information until the maintenance worker is determined. You can make a phone call to.
[0019]
The first notification unit may register the received information on the failure on a screen that can be viewed by the maintenance worker.
[0020]
In such a fault handling system, fault information can be registered on a screen that can be viewed by a maintenance worker.
[0021]
The second notification means may store the information of the failure in the failure notification storage means in association with information of the maintenance worker determined to deal with the failure.
[0022]
In such a failure handling system, information on a failure and information on a maintenance worker determined to deal with the failure can be stored in association with each other.
[0023]
Therefore, the failure handling system of the present invention can share information on the failure and information on the maintenance worker who has decided to deal with the failure in the related departments.
[0024]
The second notifying means notifies a predetermined manager of the failure by using a telephone, an e-mail or a Web page unless a maintenance worker to deal with the failure is determined from the one or more maintenance workers searched for. You may make it.
[0025]
In such a failure handling system, if it is not possible to determine a maintenance worker to deal with the failure, it is possible to notify a predetermined manager of the fact using a telephone, an e-mail, or a Web page.
[0026]
The second notification means, when receiving a plurality of pieces of the same fault information from the same monitoring target apparatus within a predetermined time, counts the number of the received fault information, and calculates the fault information and the number of the received information. May be notified using a telephone.
[0027]
In such a failure handling system, when a plurality of pieces of the same fault information are received from the same monitoring target device within a predetermined time, it is possible to prevent the information of the overlapping faults from being notified a plurality of times.
[0028]
The second notifying unit may not notify the information of the failure to the maintenance worker when the information of the failure is registered as not requiring notification to the maintenance worker.
[0029]
In such a failure handling system, for example, by registering information on a previously recognized failure as not requiring notification, it is possible not to notify the maintenance worker of the information on the failure.
[0030]
When searching for the telephone number of the maintenance worker, the second notifying means may search for a different telephone number according to at least one of day and time.
[0031]
In such a trouble handling system, different telephone numbers can be searched according to, for example, weekdays, holidays, daytime, and nighttime.
[0032]
Further, in order to solve the above problems, the present invention monitors the status of one or more monitored devices, and sends information of a fault that has occurred in the monitored device to one or more maintenance workers who should deal with the fault. A failure response method using a failure response system for notifying, wherein information on a failure that has occurred in the monitored device is received, the one or more maintenance workers are searched according to the information on the failure, and the searched maintenance is performed. Simultaneously notifying the worker of the information of the fault, receiving information of the fault occurring in the monitored device, searching for the one or more maintenance workers according to the information of the fault, and coping with the fault Sequentially notifying the searched maintenance worker of the information on the failure until a maintenance worker to be determined is determined.
In such a failure handling method, one or more searched maintenance workers are notified in order until a maintenance worker to deal with a failure occurring in the monitored device is determined.
[0033]
Therefore, since the failure handling method of the present invention can identify the maintenance worker who has decided to deal with the failure, the information of the maintenance worker who has decided to deal with the failure can be shared by the related departments. Is possible.
[0034]
In addition, the above problem can be solved by using the failure handling program according to claim 11 and the recording medium according to claim 12. Note that a recording medium for recording this program is a recording medium for recording information optically, electrically or magnetically, such as a CD-ROM, a flexible disk, a magneto-optical disk (MO), a ROM, a flash memory, and the like. Various types of recording media such as a semiconductor memory for electrically recording information can be used.
[0035]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, embodiments of the present invention will be described with reference to the drawings.
[0036]
FIG. 1 shows a configuration diagram of an embodiment of a failure handling system according to the present invention. 1 includes a business server group 10, a monitoring server 20, a mail server 30, an application server 40, a CTI (Computer Telephony Integration) server 50, a Web server 60, an SD (Support Desk) terminal 70, and an SD telephone. 72, an SE (Systems Engineer) terminal 80, an SE telephone 82, a firewall (FireWall) 90, an exchange 100, and networks 101 to 104.
[0037]
The business server group 10 and the monitoring server 20 are connected via a network 101 such as a LAN (Local Area Network). The management server 20, the mail server 30, the application server 40, the CTI server 50, the SD terminal 70, and the firewall 90 are connected via a network 102 such as a LAN.
[0038]
The SE terminal 80 and the firewall 90 are connected via a network 104 such as the Internet, for example. The Web server 60 is connected to networks 102 and 104 via a firewall 90.
[0039]
The CTI server 50 and the SD telephone 72 are connected to an exchange 100 such as a private digital exchange, for example, and are connected to an SE telephone 82 via a network 103 such as a public telephone network.
[0040]
The business server group 10 includes one or more business servers 10a to 10n, and performs business processing of customers. The business servers 10a to 10n monitor their states, and when an abnormality occurs, output an error message (for example, an SE call or the like) indicating the content of the abnormality to the network 101.
[0041]
The monitoring server 20 monitors an error message output from the business server group 10 to the network 101, and receives an error message output from the business server group 10 to the network 101. The monitoring server 20 generates an e-mail from the received error message, and transmits the e-mail to a predetermined mail address.
[0042]
The mail server 30 receives and stores an electronic mail addressed to a predetermined mail address from the monitoring server 20. The mail server 30 transmits an e-mail arriving at a predetermined mail address to the application server 40 or the CTI server 50 in response to an inquiry from the application server 40 or the CTI server 50.
[0043]
The application server 40 inquires of the mail server 30 at all times or every predetermined time whether or not an electronic mail addressed to a predetermined mail address has arrived. The application server 40 receives, from the mail server 30, an electronic mail received at a predetermined mail address.
[0044]
The application server 40 determines a customer who uses the business server 10a to 10n in which the abnormality has occurred from the error message included in the email, and searches for an SE corresponding to the customer. Then, the application server 40 sends an e-mail including the contents of the error message to the searched SE mail address, and registers the contents of the error message in the Web server 60 via the firewall 90.
[0045]
The CTI server 50, like the application server 40, inquires of the mail server 30 whether or not an e-mail addressed to a predetermined mail address has arrived at all times or at predetermined time intervals. The CTI server 50 receives from the mail server 30 an e-mail that has arrived at a predetermined mail address.
[0046]
The CTI server 50 determines a customer who uses the business servers 10a to 10n in which the abnormality has occurred from the error message included in the electronic mail, and searches for an SE corresponding to the customer. Then, the CTI server 50 makes a telephone call to the searched SE telephone number one by one, and notifies the content of the error message by voice. At this time, the SE transmits to the CTI server 50 an acknowledgment indicating that the content of the error message has been confirmed using, for example, a PB (Push Button) sound. The CTI server 50 sequentially calls the SE telephone numbers one by one until it receives an acknowledgment from the SE or finishes calling all SEs searched.
[0047]
The SD terminal 70 is a terminal operated by an SD that first receives an inquiry from a customer. The SD terminal 70 specifies the customer by, for example, the incoming caller's telephone number, retrieves the information of the specified customer, the inquiry history, and the like, and displays them on the screen. The SD telephone 72 is a telephone used by the SD.
[0048]
The SE terminal 80 is a terminal operated by the SE corresponding to the abnormality that has occurred in the business servers 10a to 10n. Also, the SE terminal 80 receives the e-mail transmitted from the application server 40, receives the content of the error message registered in the Web server 60, and causes the SE to browse the error message. The SE telephone 82 is a telephone such as a mobile telephone used by the SE.
[0049]
Next, a hardware configuration diagram of an example of the application server and the CTI server is shown. FIG. 2 shows a hardware configuration diagram of an example of the application server and the CTI server according to the present invention.
[0050]
The computer shown in FIG. 2 includes an input device 111, a display device 112, a drive device 113, a recording medium 114, an auxiliary storage device 115, a memory device 116, It is configured to include a processing device 117, an interface device 118, and a database (hereinafter, referred to as DB) 119.
[0051]
The input device 111 includes a keyboard and a mouse operated by a user of the computer, and is used to input various operation signals to the computer. The display device 112 displays various windows and data necessary for operating the computer. The interface device 118 is an interface for connecting a computer to the network 102 or the exchange 100. The DB 119 stores information necessary for handling a failure, for example, a customer DB, a customer-specific information notification DB, a failure notification DB, an inquiry history DB, and the like.
[0052]
The failure handling program is provided by a recording medium 114 such as a CD-ROM. The recording medium 114 on which the failure handling program is recorded is set in the drive device 113, and the failure handling program is installed from the recording medium 114 into the auxiliary storage device 115 via the drive device 113.
[0053]
The auxiliary storage device 115 stores the installed failure handling program and also stores necessary files and data. The memory device 116 reads and stores the failure handling program from the auxiliary storage device 115 when the computer is started. The arithmetic processing unit 117 executes processing related to the failure handling system according to the failure handling program read and stored in the memory device 116.
[0054]
Although the application server 40 and the CTI server 50 are separately provided in the failure handling system 1 of FIG. 1, a single server having the functions of the application server 40 and the CTI server 50 may be provided.
[0055]
Hereinafter, processing of the failure handling system 1 when a failure occurs in the business server group 10 will be described with reference to the sequence diagram of FIG. FIG. 3 is a sequence diagram illustrating an example of a process performed by the failure handling system according to the present invention.
[0056]
In step S1, the monitoring server 20 receives an error message as shown in FIG. 4 output from the business server group 10 to the network 101. FIG. 4 shows a configuration diagram of an example of the error message. The error message of FIG. 4 includes information for specifying the business servers 10a to 10n in which a failure has occurred from the business server group 10 and the content of the failure, such as date, time, system name, and user code.
[0057]
In step S2 following step S1, the monitoring server 20 edits, from the error message received in step S1, an e-mail including the content of the error message as a comment, for example.
[0058]
Proceeding to step S3 following step S2, the monitoring server 20 sends the electronic mail edited in step S2 to a predetermined mail address. The mail server 30 receives an e-mail addressed to a predetermined e-mail address from the network 102 and stores the e-mail. The mail server 30 transmits an e-mail arriving at a predetermined mail address to the application server 40 or the CTI server 50 in response to an inquiry from the application server 40 or the CTI server 50.
[0059]
When the application server 40 receives the e-mail arriving at the predetermined mail address from the mail server 30, the process proceeds to step S11. In step S11, the application server 40 determines a customer who uses the business server 10a to 10n in which the abnormality has occurred from the error message included in the e-mail and the customer DB as shown in FIG.
[0060]
FIG. 5 shows a configuration diagram of an example of the customer DB. 5 includes items such as a customer code, a customer name, a user code, and a system name. For example, the application server 40 searches the customer DB for the customer name and the customer code using the system name and the user code included in the error message as search keys.
[0061]
Proceeding to step S12 following step S11, the application server 40 acquires the customer code searched in step S11 and the SE mail address corresponding to the customer from the customer-specific information notification DB 121 as shown in FIG. FIG. 6 shows a configuration diagram of an example of the customer-specific information notification DB.
[0062]
6 includes items such as a customer name, a customer code, a telephone number of one or more SEs, a mail address, and an SE name. For example, the application server 40 acquires the SE mail address corresponding to the customer from the customer-specific information notification DB 121 using the searched customer code as a search key.
[0063]
Proceeding to step S13 following step S12, the application server 40 sends an e-mail as shown in FIG. 7 including the content of the error message as a comment to all the mail addresses acquired in step S12. FIG. 7 shows an image diagram of an example of an electronic mail including the content of an error message as a comment.
[0064]
The e-mail in FIG. 7 specifies the contents of the error message as shown in FIG. 4 output from the business server group 10 to the network 101, in other words, the business servers 10a to 10n in which the failure has occurred and the content of the failure from the business server group 10. Information is included as comments.
[0065]
Proceeding to step S14 following step S13, the application server 40 edits a Web page message as shown in FIG. 8 including the contents of the error message as shown in FIG. FIG. 8 shows an image diagram of an example of a Web page message including the contents of an error message.
[0066]
The Web page message in FIG. 8 is the content of an error message as shown in FIG. 4 output from the business server group 10 to the network 101, in other words, the business servers 10a to 10n in which the business server group 10 has failed and the content of the failure. The information for specifying is included.
[0067]
Proceeding to step S15 following step S14, the application server 40 registers the web page message edited in step S14 in the web server 60. The Web server 60 causes the SD terminal 70 or the SE terminal 80 to browse the Web page on which the registered Web page message is posted in response to a request from the SD terminal 70 or the SE terminal 80.
[0068]
On the other hand, when the CTI server 50 receives from the mail server 30 an e-mail arriving at a predetermined mail address, the process proceeds to step S21. The CTI server 50 searches the error message contained in the e-mail and the customer code of the customer who uses the business server 10a to 10n in which the abnormality has occurred from the customer DB as shown in FIG. 5, as in the process of step S11.
[0069]
Proceeding to step S22 following step S21, the CTI server 50 acquires the customer code retrieved in step S21 and the telephone number of one or more SEs corresponding to the customer from the customer-specific information notification DB 121 as shown in FIG.
[0070]
Proceeding to step S23 following step S22, the CTI server 50 selects one telephone number that has not yet been called from one or more telephone numbers of the SEs obtained in step S22. The CTI server 50 calls the selected one telephone number and notifies the content of the error message by voice. The content of the error message is converted from text data to speech by speech synthesis processing.
[0071]
In addition, the CTI server 50 notifies the content of the request for returning an acknowledgment by voice in addition to the content of the error message. For example, the confirmation response is performed using the PB sound when the “9” and “♯” buttons are pressed. When the SE confirms the content of the error message, the SE sends a confirmation response to the CTI server 50 by, for example, pressing the “9” and “♯” buttons of the SE telephone 82.
[0072]
If the SE cannot confirm the content of the error message, the SE sends an unacknowledged response to the CTI server 50 by, for example, pressing the “1” and “♯” buttons of the SE telephone 82.
[0073]
Proceeding to step S24 following step S23, the CTI server 50 stores the confirmation response and the unconfirmed response received from the SE telephone 82 in the failure notification DB 122 in association with the SE and the error message. Note that the CTI server 50 associates the selected telephone number with the SE and the error message when the call remains as it is, and when the call is received but neither the confirmation response nor the unconfirmed response is received. It is stored in the failure notification DB 122.
[0074]
It should be noted that the person in charge of the SD section can refer to the failure notification DB 122 from the SD terminal 70 and confirm the SE that actually performs the work. Further, the operator refers to the failure notification DB 122 from an operator terminal (not shown) to confirm the SE that actually performs the work, and can receive appropriate work instructions from the SE to perform appropriate maintenance work support.
[0075]
Proceeding to step S25 following step S24, the CTI server 50 determines whether the response received from the SE telephone 82 is a confirmation response. If it is determined that the response received from the SE telephone 82 is an acknowledgment (YES in S25), the CTI server 50 ends the process of sequentially calling one or more SE telephone numbers acquired in step S22. That is, the CTI server 50 continues to make calls to the SE telephone numbers in order until receiving a confirmation response from the SE telephone 82.
[0076]
On the other hand, if it is determined that the response received from SE telephone 82 is not a confirmation response (NO in S25), CTI server 50 proceeds to step S26. In step S26, the CTI server 50 selects one of the one or more SE telephone numbers acquired in step S22 that has not yet been called.
[0077]
Proceeding to step S27 following step S26, the CTI server 50 has selected all of the telephone numbers of one or more SEs obtained in step S22, in other words, still calls the telephone numbers of one or more SEs obtained in step S22. It is determined whether or not one telephone number that has not been multiplied has been selected in step S26.
[0078]
If it is determined that all the telephone numbers of one or more SEs obtained in step S22 have been selected (YES in S27), the CTI server 50 proceeds to step S28, calls the SD or a predetermined administrator, and confirms from the SE. Notify by voice that the response could not be received. It should be noted that the CTI server 50 may notify the SD or a predetermined administrator by e-mail that the confirmation response has not been received from the SE.
[0079]
On the other hand, if it is determined that the telephone number of one or more SEs acquired in step S22 includes a telephone number that has not been selected (NO in S27), CTI server 50 proceeds to step S23 and continues the processing.
[0080]
As described above, in the failure handling system 1 of the present invention, when the confirmation response cannot be received from the SE corresponding to the customer, the failure is notified to the SD or a predetermined manager. Therefore, the SD or a predetermined manager can quickly know that the SE corresponding to the customer could not be automatically arranged, and thus it is possible to manually arrange the SE.
[0081]
Next, an example of additional functions of the application server 40 or the CTI server 50 will be described. For example, the application server 40 may have an additional function of omitting duplicate error messages when a plurality of the same error messages relating to the same business servers 10a to 10n are received within a predetermined time in step S11.
[0082]
FIG. 9 shows a flowchart of an example of the process of step S11 provided with an additional function. In step S100, the application server 40 receives from the mail server 30 one or more e-mails that have arrived at a predetermined mail address within a predetermined time.
[0083]
Proceeding to step S101 following step S100, the application server 40 checks an error message included in one or more e-mails received in step S100. Proceeding to step S102 following step S101, the application server 40 combines the same error messages relating to the same business servers 10a to 10n into one based on the confirmation result in step S101.
[0084]
Then, proceeding to step S103 following step S102, the application server 40 determines a customer who uses the business server 10a to 10n in which the abnormality has occurred from the error message and the customer DB.
[0085]
As described above, the application server 40 can collectively notify a single error message when a large number of the same error messages relating to the same business servers 10a to 10n occur.
[0086]
Further, the CTI server 50 can be provided with an additional function of registering an error message that does not require telephone communication. FIG. 10 shows a flowchart of an example of the process of step S21 provided with an additional function.
[0087]
In step S110, the CTI server 50 receives from the mail server 30 one or more e-mails that have arrived at a predetermined mail address within a predetermined time. Proceeding to step S111 following step S110, the CTI server 50 checks an error message included in one or more e-mails received in step S110.
[0088]
Proceeding to step S112 following step S111, the CTI server 50 checks whether there is a telephone communication unnecessary flag corresponding to the error message confirmed in step S111, and selects an error message that requires telephone communication.
[0089]
Note that the telephone communication unnecessary flag can be set in advance. The setting of the telephone communication unnecessary flag is performed by the SD or the SE by operating the SD terminal 70 or the SE terminal 80, for example. Proceeding to step S113 following step S112, the CTI server 50 determines a customer who uses the business server 10a to 10n in which the error has occurred, from the error message and the customer DB selected in step S112.
[0090]
As described above, the CTI server 50 registers in advance an error message that does not require telephone communication, so that it is possible to set so as not to notify an error message that is grasped in advance.
[0091]
In addition, the CTI server 50 can be provided with an additional function of registering a different telephone number as a contact of the SE according to the day of the week, time, and the like. FIG. 11 shows a flowchart of an example of the process of step S22 provided with an additional function.
[0092]
In step S120, the CTI server 50 searches the customer-specific information notification DB 121 using the customer code as a search key. Proceeding to step S121 following step S120, the CTI server 50 acquires information such as the current time, day of the week, holiday / weekday, day / night.
[0093]
Proceeding to step S122 following step S121, the CTI server 50 acquires the telephone number of the SE retrieved in step S120 from the customer-specific information notification DB 121 according to the information acquired in step S121. In this case, the telephone number of the SE is registered in the customer-specific information notification DB 121 for each information such as time, day of week, holiday / weekday, day / night.
[0094]
As described above, the CTI server 50 can set different SE telephone numbers for information such as time, day of week, holiday / weekday, and day / night.
[0095]
In the failure handling system 1 of the present invention, the information on the failure is shared between the SD and the SD by storing the acknowledgment or the unacknowledged response received from the SE telephone 82 in the failure notification DB 122 in association with the SE and the error message. can do. As a result, it is possible to promptly answer an inquiry from a customer regarding a failure, and it is possible to reliably prevent a failure to respond to the failure.
[0096]
In the present embodiment, the description of step S21 and subsequent steps in FIG. 3 has been described as an example in which the SE is notified by telephone, but the notification may be performed by e-mail.
[0097]
In this case, the failure handling system 1 provides a Web page for confirmation response in the Web server 60, for example. In step S22, the CTI server 50 acquires the mail address of the SE corresponding to the customer. In step S23, the CTI server 50 transmits an e-mail in which the URL of the confirmation response Web page is described in the text, and waits for a certain period of time for the SE to input a response to the confirmation response Web page.
[0098]
The SE that has received the mail from the CTI server 50 at the SE terminal 80 or the SE telephone 82 accesses the Web page for confirmation response, and makes an answer corresponding to the failure or not. By setting the SE terminal 80 and the SE telephone 82 so as to emit a ring tone when a mail is received from the CTI server 50, it is possible to prevent a failure to respond to a failure.
[0099]
【The invention's effect】
As described above, according to the present invention, a maintenance worker who has decided to deal with a failure can be identified, so that information on the maintenance worker who has decided to deal with the failure is shared by related departments. It is possible.
[0100]
Further, according to the present invention, it is possible to simultaneously notify the failure information to the e-mail addresses of one or more maintenance workers corresponding to the customer determined according to the failure information.
[0101]
Further, according to the present invention, in order to the telephone number of one or more maintenance workers corresponding to the customer determined in accordance with the information on the failure, the order in which the maintenance worker dealing with the failure occurring in the monitored device is determined until the determination is made. You can make a phone call to.
[0102]
Further, according to the present invention, it is possible to register fault information on a screen that can be viewed by a maintenance worker.
[0103]
Further, according to the present invention, it is possible to store information of a failure and information of a maintenance worker determined to deal with the failure in association with each other.
[0104]
Therefore, the failure handling system of the present invention can share information on the failure and information on the maintenance worker who has decided to deal with the failure in the related departments.
[0105]
Further, according to the present invention, if it is not possible to determine a maintenance worker to deal with a failure, it is possible to notify a predetermined manager of the fact using a telephone, an e-mail, or a Web page.
[0106]
Further, according to the present invention, when a plurality of pieces of the same fault information are received from the same monitoring target apparatus within a predetermined time, it is possible to prevent the information of the overlapping faults from being notified a plurality of times.
[0107]
Further, according to the present invention, for example, by registering information of a fault that is recognized in advance as not requiring notification, it is possible to prevent the information of the fault from being notified to a maintenance worker.
[0108]
Further, according to the present invention, it is possible to search for different telephone numbers according to, for example, weekdays, holidays, daytime, nighttime, and the like.
[0109]
[Brief description of the drawings]
FIG. 1 is a configuration diagram of an embodiment of a failure handling system according to the present invention.
FIG. 2 is a hardware configuration diagram of an example of an application server and a CTI server according to the present invention.
FIG. 3 is a sequence diagram illustrating an example of a process performed by the failure handling system according to the present invention.
FIG. 4 is a configuration diagram of an example of an error message.
FIG. 5 is a configuration diagram of an example of a customer DB;
FIG. 6 is a configuration diagram of an example of a customer-specific information notification DB.
FIG. 7 is an image diagram of an example of an e-mail including a content of an error message as a comment.
FIG. 8 is an image diagram of an example of a Web page message including the contents of an error message.
FIG. 9 is a flowchart of an example of a process of step S11 provided with an additional function.
FIG. 10 is a flowchart of an example of a process of step S21 provided with an additional function.
FIG. 11 is a flowchart of an example of a process of step S22 provided with an additional function.
[Explanation of symbols]
1 failure handling system
10 business server group
10a-10n business server
20 monitoring server
30 mail server
40 Application Server
50 CTI (Computer Telephony Integration) server
60 Web server
70 SD (Support Desk) terminal
72 SD Phone
80 SE (Systems Engineer) terminal
82 SE Phone
90 Firewall (Fire Wall)
100 exchange
101-104 network
111 input device
112 display device
113 Drive device
114 Recording medium
115 Auxiliary storage device
116 Memory device
117 arithmetic processing unit
118 Interface device
119 Database (DB)
121 Information Notification DB by Customer
122 Failure notification DB

Claims (12)

A failure handling system that monitors a state of one or more monitored devices and notifies information of a failure that has occurred in the monitored device to one or more maintenance workers who should deal with the failure,
First notifying means for receiving information on a fault that has occurred in the monitored device, searching for the one or more maintenance workers according to the fault information, and notifying the searched maintenance worker of the fault information at the same time; When,
Receives information of a failure that has occurred in the monitored device, searches for the one or more maintenance workers according to the failure information, and searches the maintenance workers until a maintenance worker to deal with the failure is determined. And a second notifying means for sequentially notifying the information on the failure. A first customer determination unit that receives information of a failure that has occurred in the monitored device and determines a customer according to the information of the failure;
A first notification processing unit for searching for an e-mail address of one or more maintenance workers corresponding to the customer, and simultaneously notifying the failure information to the searched e-mail addresses of the maintenance workers. The fault handling system according to claim 1, wherein A second customer determination unit configured to receive information on a failure that has occurred in the monitoring target device and determine a customer according to the information on the failure;
Search for the telephone number of one or more maintenance workers corresponding to the customer, and in order by voice the information of the failure to the searched telephone number of the maintenance worker until the maintenance worker to deal with the failure is determined. 2. The failure handling system according to claim 1, further comprising a second notification processing unit for notifying. 2. The failure handling system according to claim 1, wherein the first notification unit registers the received information on the failure on a screen that can be viewed by the maintenance worker. 2. The failure handling device according to claim 1, wherein the second notification unit stores the failure information in a failure notification storage unit in association with information on the failure and information on a maintenance worker determined to deal with the failure. system. The second notifying means notifies a predetermined manager of the failure using a telephone, an e-mail, or a Web page, unless a maintenance worker to deal with the failure is determined from the one or more searched maintenance workers. The failure handling system according to claim 1, wherein The second notification means, when receiving a plurality of pieces of the same fault information from the same monitoring target apparatus within a predetermined time, counts the number of the received fault information, and calculates the number of the fault information and the number of the received information. 2. The failure handling system according to claim 1, wherein the notification is made using a telephone. 2. The failure according to claim 1, wherein the second notification unit does not notify the maintenance worker of the failure information when the failure information is registered as not requiring notification to the maintenance worker. Corresponding system. 4. The failure handling system according to claim 3, wherein when searching for the telephone number of the maintenance worker, the second notification unit searches for a different telephone number according to at least one of day and time. 5. A failure response method using a failure response system that monitors the status of one or more monitored devices and notifies information of a failure that has occurred in the monitored device to one or more maintenance workers who should deal with the failure. hand,
Receiving information of a failure that has occurred in the monitored device, searching for the one or more maintenance workers according to the information of the failure, and simultaneously notifying the searched maintenance workers of the information of the failure,
Receives information of a failure that has occurred in the monitored device, searches for the one or more maintenance workers according to the failure information, and searches the maintenance workers until a maintenance worker to deal with the failure is determined. Notifying the failure information in order. Computer
First notification means for receiving information on a fault that has occurred in the monitored device, searching for one or more maintenance workers according to the fault information, and notifying the searched maintenance worker of the fault information at the same time;
Receives information of a failure that has occurred in the monitored device, searches for the one or more maintenance workers according to the failure information, and searches the maintenance workers until a maintenance worker to deal with the failure is determined. A failure handling program for functioning as a second notification means for sequentially notifying the failure information. Computer
First notification means for receiving information on a fault that has occurred in the monitored device, searching for one or more maintenance workers according to the fault information, and notifying the searched maintenance worker of the fault information at the same time;
Receives information of a failure that has occurred in the monitored device, searches for the one or more maintenance workers according to the failure information, and searches the maintenance workers until a maintenance worker to deal with the failure is determined. A computer-readable recording medium for recording a failure handling program for functioning as a second notification means for sequentially notifying the failure information.

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