JP2005063377A - Information sharing method in system operation maintenance - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To share information about a question and an answer between a questioner and a plurality of answerers. <P>SOLUTION: An information sharing method, which shares information between a plurality of persons, and especially shares information about a question and a corresponding answer between a questioner and a plurality of answerers on a computer basis, has a step of sending a question from a questioner terminal to a server, a step of creating an electronic document including the question in the server, a step of sending a notification describing a URL to the question-including electronic document from the server to each answering terminal in an answerer group, a step of accessing the question-including electronic document from at least one answerer terminal, a step of sending an answer to the question from an answerer terminal to the server, a step of creating an electronic document including the answer in the server, a step of sending an email describing a URL to the answer-including electronic document from the server to the questioner terminal and at least the terminals in the answerer group other than the answerer's, and a step of accessing the answer-including electronic document at least from the questioner terminal. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a method for sharing information among a plurality of people, and more particularly, to a method for sharing information about a question and an answer to the question between a questioner and a plurality of respondents using a computer.

  After a system contractor contracts a customer's system and introduces the contracted system to the customer, the system contractor and the customer usually enter into a maintenance contract to perform system operation and maintenance. .

  A system is usually composed of a plurality of subsystems. On the system contractor side, a plurality of companies are in charge of manufacturing the system, and the responsible company is often different for each subsystem.

Various questions arise during operation and maintenance between system contractors and customers. There are multiple companies on the system contractor side, such as the company that manages the system, the company that is in charge of subsystem A, the company that is in charge of subsystem B, and so on. In addition, since the range familiar to the system varies from company to company, the company that manages the system may not be able to give accurate answers to customers. In actual operation and maintenance, there are many cases where a company that can accurately answer customer questions gives answers.
JP 2001-331596 A JP 2002-056125 A JP 2002-197213 A JP 2002-208927 A JP 2002-261930 A JP-A-10-224372

  In the past, when exchanging questions and answers (hereinafter referred to as information exchange), it has been performed by e-mail or FAX. However, this information exchange method has some problems as follows.

  First, because information is exchanged by e-mail or FAX, information may be exchanged only between the person who asks and the person who answers, and all members (customers, companies on the system contractor side) There was a case where information was not distributed. For example, if the customer exchanges information only with the company in charge of subsystem A, the company that supervises the system and the company in charge of subsystem B are unable to grasp the situation. It was.

  Secondly, since the history of information exchanged is not managed, the information exchanged in the past could not be grasped, and the customer sometimes had to ask questions that were asked in the past again. The system contractor had to answer again for similar questions that existed in the past.

  Thirdly, if the centralized management and history management of information exchanged was performed in some way (for example, with a word processor, etc.), it took a lot of time on the system contractor side to realize it. . In addition, since it took time to notify all members of the results of centralized management and history management work, it was difficult to provide information in real time.

  The present invention provides an information sharing method in system operation and maintenance that solves the above problems.

  According to the present invention, the questioner's terminal transmits a question to a server, the server creates an electronic document containing the question, and the server uses the URL of the electronic document containing the question. Sending the described notification to each answering terminal of the respondent group; at least one respondent's terminal accessing the electronic document containing the question; and a respondent's terminal answering the question To the server, the server creating an electronic document including the answer, and the server sending an e-mail describing the URL of the electronic document including the answer to the questioner's terminal and the answer Transmitting to at least a terminal other than the respondent in the group of respondents, and at least a step in which the terminal of the questioner accesses the electronic document including the answer Information sharing method characterized by comprising the flop, is provided.

  The information sharing method may further include a step in which at least one respondent's terminal accesses an electronic document including the answer.

  The first effect is that question and answer information related to the system is centrally managed on the WEB server. Since the information is not distributed, it is possible to unify the intentions of all members.

  A second effect is that the history of question and answer information about the system is automatically managed by the information exchange system. By managing the history, it becomes possible for the user to confirm whether or not there has been a similar question in the past, and it becomes possible to prevent an operation and maintenance person on the system contractor side from answering the similar question.

  The third effect is that the time required for the operation and maintenance staff on the system contractor side can be reduced for the central management and the history management work by the first and second effects.

  The present invention provides an operation / maintenance business model and an operation / maintenance method in which a user makes a question about system operation on a WEB via a network, and an answer to the question is similarly made on a WEB via a network by a system contractor. Is.

  In FIG. 1, the user of the system introduction side A8 who introduced the system uses the terminal A4 to access the information exchange system on the WEB server A5 via the network A6, and relates to the system introduced by the system contractor A7. Register the questions (operation method, content of failure, request for specification change, etc.). When the question is registered, the information exchange system sends an e-mail in which the URL of the electronic document containing the question is described in the text to all members (system contractors A / B / C companies) other than the questioner. . The system contractor accesses the URL described in the mail text received by the terminals A1, A2, and A3, and confirms the questions on the information exchange system. Register the answers to the questions on the information exchange system. When an answer is registered, all members other than the respondent are emails with the URL of the electronic document in which the answer is described in the text by the information exchange system (customers including system companies other than the respondent and at least the customer who asked the question) Sent to. The user accesses the URL described in the mail text received by the terminal A4, and confirms the answer on the information exchange system.

  Here, the registration of the above question was started on the server by allowing the user to input a question in the memo field of the electronic document form for the question, and transmitting the question input in the memo field from the user terminal to the server. The program is performed by extracting a question from the memo field and creating an electronic document describing the question. The same applies to registration of answers.

  FIG. 1 shows a first embodiment of an information sharing method in system operation and maintenance. It is divided into a system company side A7 that undertakes a certain system and a customer side A8 that has introduced a system constructed by A7.

  As shown in FIG. 2, the system B1 constructed by the system contractor A7 is composed of a subsystem B2 and a subsystem B3. The subsystem B2 is manufactured by the company B of the system contractor A7. In the system operation and maintenance, the company B mainly answers the subsystem B2. Similarly, the subsystem B3 is manufactured by the company C of the system contractor A7, and the answer regarding the subsystem B3 is mainly given by the company C in the system operation maintenance. Company A supervises system B1 including subsystem B2 and subsystem B3. Company A will answer questions regarding general system questions, hardware failures, specification changes, etc.

  Referring to FIG. 1, in the first embodiment, the user terminal A4 on the system introduction side A8, the A company terminal A1 and the B company terminal A2 and the C company terminal A3 on the system contracting side A7, and the information exchange system are operating. The WEB server A5 is composed of a communication network A6 such as the Internet for connecting them together.

  The user terminal A4 is an information processing apparatus such as a personal computer used by a user on the system introduction side A8. The user terminal A4 has a function of accessing the information exchange system provided by the system contractor A7 on the WEB server A5 on the network A6, and displaying and inputting question and answer information on the screen.

  The question and answer information can be confirmed on the information exchange system in a list format as shown in FIG. The list screen displays the question number. , Question entry date, question entry person, question title, treatment completion date, answer no. , Answer entry date, respondent entry person, answer title, treatment scheduled date. On the list screen, the question No. Or answer no. When is clicked, a detailed screen regarding the question or answer is displayed as shown in FIG. The detail screen includes information on the list screen, and further includes question contents, answer contents, question attached materials, and attached answer materials.

  The A company terminal A1, the B company terminal A2, and the C company terminal A3 are information processing apparatuses such as personal computers used by the person in charge of operation and maintenance of the system contractor A7. Company A terminal A1, Company B terminal A2 and Company C terminal A3 have a function of receiving an email sent by the information exchange system in which the URL of the electronic document describing the question is described in the text. . Further, it has a function of accessing an information exchange system operating on the WEB server A5 and displaying and inputting question and answer information on the screen.

  The WEB server A5 is an information processing apparatus such as a workstation managed by the company A of the system contractor A7. An information exchange system is operating on the WEB server A5, and the information exchange system operates on a homepage published on the Internet. When accessing the information exchange system, the user ID and password information specified by Company A are required.

  Next, the operation of this embodiment will be described with reference to FIGS. In the following description, it is assumed that the network A6 is the Internet.

  Referring to FIG. 5, the user accesses the homepage of the information exchange system established on the Internet A6 by the company A of the system contractor A7 via his user terminal A4 (step E1). In response to this, the WEB server A5 transmits past question and answer information to the user terminal A4 (step E2).

  The question and answer information as shown in FIG. 3 is displayed on the screen in a list format on the user terminal A4 (step E3). The user looks at various types of question information displayed on the user terminal A4, and confirms whether a question similar to the question to be input has been asked in the past. If not done in the past, a new question button is pressed to display a detailed screen as shown in FIG. The details screen displays details about one question and a plurality of answers to the question. On the detailed screen, the user inputs the content he / she wants to ask (Step E4).

  The question entered at the user terminal A4 is registered in the information exchange system on the WEB server A5 (step E5). When a question is registered, in order to notify that the question has been registered to the person other than the questioner, the information exchange system sends an e-mail in which the URL of the electronic document in which the question is described is described in the body text to all the persons other than the questioner It is sent to the member (system contractor A / B / C company) (step E6).

  Company A terminal A1, Company B terminal A2 and Company C terminal A3 receive the mail sent by the information exchange system on the WEB server A5 and containing the URL of the electronic document in which the question is described in the text. (Step E7). The person in charge of operation and maintenance at the system contractor A7 clicks on the URL described in the received mail text to access the homepage of the information exchange system established on the Internet A6 (step E8). The person in charge of operation and maintenance confirms whether or not the question is related to his / her assigned area. If the question is related to his / her assigned area, the detailed maintenance screen shown in FIG. 4 is displayed and an answer to the user's question is input. (Step E9). If the planned treatment date is known, the planned treatment date is entered. In the example of FIG. 5, it is assumed that the question is related to the area in charge of the company B on the system contracting side A7.

  The answer input at the B company terminal A2 is registered in the information exchange system on the WEB server A5 (step E10). When an answer question is registered, in order to notify that the answer has been registered to the person other than the respondent, the information exchange system sends an e-mail in which the URL of the electronic document containing the answer items is described in the body text. It is sent to all members (users and system contracting A / C companies) (step E11). However, an e-mail in which the URL of a document in which answer items are described is described in the text may be sent to the respondent. By doing so, the respondent can know that the answer has been registered.

  The user terminal A4, the A company terminal A1, and the C company terminal A3 receive the mail that is sent by the information exchange system on the WEB server A5 and that contains the URL of the electronic document in which the response items are described in the text ( Steps E12, E13, E14). The user clicks the URL described in the mail text received at the user terminal A4, accesses the information exchange system home page, and confirms the answer entered by the company B of the system contractor A7. (Step E15). Company A and company C on the system contractor A7 click on the URL described in the mail text received at the company A terminal A1 and the company C terminal A3 and the user terminal A4 to access the information exchange system home page, and the system contractor Confirm the answer entered by company B on the side A7. (Steps E16, E17).

  The user who confirms the answer at the user terminal A4 determines whether or not the action for the question corresponding to the answer is completed, and if it is determined that the action is completed, the action is completed in the action completion date column of the detailed screen shown in FIG. The entered date is input (step E18).

  The treatment completion date input at the user terminal A4 is registered in the information exchange system on the WEB server A5. When the treatment completion date is registered, in order to notify that the treatment completion date has been registered to other than the questioner, the information exchange system will send an email with the question title and treatment completion date in the body text It is sent to all members (system contractors A, B, and C companies) (step E19).

  Company A terminal A1, Company B terminal A2 and Company C terminal A3 receive the mail sent by the information exchange system on the WEB server A5, in which the title of the question and the date of completion of the treatment are described in the text (step E20). ). The person in charge of operation and maintenance of the system contractor A7 refers to the content of the received mail body, and confirms that the action relating to the question has been completed.

  The electronic document is, for example, an HTML document, an XML document, an XHTML document, or the like.

  Further, the steps performed by the user terminal A4, the WEB server A5, the A company terminal A1, the B company terminal A2, and the C company terminal A3 shown in FIG. 5 are respectively the user terminal A4, the WEB server A5, and the A company terminal A1, B. It is performed by the company terminal A2 and the C company terminal A3 executing the program.

  The present invention can be used by customers and multiple companies to share questions and answers.

It is a conceptual diagram which shows the structure of the system for implement | achieving the information exchange method by embodiment of this invention. It is a conceptual diagram which shows the share of system development by embodiment of this invention. It is a figure which shows the screen which displayed the 1st electronic document used with the information exchange method by embodiment of this invention. It is a figure which shows the screen which displayed the 2nd electronic document used with the information exchange method by embodiment of this invention. 5 is a flowchart illustrating an information exchange method according to an embodiment of the present invention.

Explanation of symbols

A1 A company terminal A2 B company terminal A3 C company terminal A4 User terminal A5 WEB server A6 Network

Claims (6)

The questioner's terminal sends the question to the server;
The server creates an electronic document containing the question;
The server sending a notification describing the URL of the electronic document containing the question to the terminal of each answer of the respondent group;
At least one respondent's terminal accessing an electronic document containing the question;
A terminal of a respondent sends an answer to the question to a server;
The server creates an electronic document containing the answer;
The server sending an e-mail describing the URL of an electronic document containing the answer to at least the terminals other than the respondents of the questioner's terminal and the respondent group;
At least the interrogator's terminal accessing an electronic document containing the answer;
An information sharing method characterized by comprising: The information sharing method according to claim 1,
The information sharing method further comprising the step of accessing at least one respondent's terminal an electronic document including the answer. Means for receiving questions from the questioner's terminal;
Means for creating an electronic document including the question;
Means for sending a notification describing the URL of the electronic document containing the question to the terminal of each answer of the respondent group;
Means for transmitting an electronic document including the question to the at least one respondent terminal in response to a request for access to the electronic document including the question from the terminal of at least one respondent;
Means for receiving an answer to the question from a terminal of a respondent;
Means for creating an electronic document including the answer;
Means for transmitting an e-mail describing the URL of the electronic document containing the answer to at least the terminals other than the respondent in the questioner's terminal and the respondent group;
Means for transmitting an electronic document including the answer to the questioner's terminal in response to a request for access to the electronic document including the answer from at least the questioner's terminal;
A server comprising: The server according to claim 3,
In response to a request for access to the electronic document containing the answer from at least one respondent's terminal, further comprising means for transmitting the electronic document containing the answer to the at least one respondent's terminal. Feature server. Means for receiving questions from the questioner's terminal;
Means for creating an electronic document including the question;
Means for sending a notification describing the URL of the electronic document containing the question to the terminal of each answer of the respondent group;
Means for transmitting an electronic document including the question to the at least one respondent terminal in response to a request for access to the electronic document including the question from the terminal of at least one respondent;
Means for receiving an answer to the question from a terminal of a respondent;
Means for creating an electronic document including the answer;
Means for transmitting an e-mail describing the URL of the electronic document containing the answer to at least the terminals other than the respondent in the questioner's terminal and the respondent group;
Means for transmitting an electronic document including the answer to the questioner's terminal in response to a request for access to the electronic document including the answer from at least the questioner's terminal;
A program for causing a computer to function as a server. The program according to claim 5,
Means for transmitting an electronic document including the answering address to the terminal of at least one respondent in response to a request for access to the electronic document including the answer from the terminal of at least one respondent; A program further comprising:

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