JP2009003744A - Case retrieval system and case retrieval method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system and a retrieval method for quickly retrieve cases on the basis of a keyword and enhancing availability while keeping security. <P>SOLUTION: A case retrieval system 10 includes a DB server 33 wherein fault information is stored, a server 34 for storing fault information in the DB server 33 as indexes by keyword, a case retrieval engine 32 for retrieving cases in the server 34, a mail server 31, and a mail agent 30 for requesting retrieval to the retrieval engine 32 or the DB server 33 and generating a mail including the retrieval result to send the mail to the mail sever 31. The mail agent 30 extracts a character string from a subject of an acquired mail and instructs the retrieval engine 32 or the DB server 33 to perform retrieval and generates a reply mail including the retrieval result to send the mail to the mail server 31, and the retrieval engine 32 retrieves a DB 34 on the basis of the character string, and the DB server 33 retrieves fault information on the basis of the character string. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a case search system and a case search method, and more particularly to a case search system using e-mail that can perform a case search using keywords at high speed.

In-house software and hardware failure cases are made into a database, and a system that can be accessed from inside and outside the company has been constructed. When full-text search is performed on database examples, an index effective for full-text search is created and full-text search is performed (see, for example, Patent Document 1).
JP-A-9-97287

  However, it is difficult to create an index effective for full-text search of cases and perform full-text search, and full-text search work takes time. Moreover, it is necessary to maintain security against external access such as access from outside the company to the inside.

  Therefore, in order to solve the above problems, the present invention aims to provide a case search system and a case search method that can perform a case search using keywords at high speed and can increase availability while maintaining security. And

  In order to solve the above problems, the present invention provides a DB server that stores failure information as a case database, a keyword index server that indexes and stores failure information stored in the DB server for each keyword, and a case search engine , And a case search engine that searches for cases using keywords in the keyword index server, a mail server that transmits and receives mail, and mail received by the mail server, and requests a search from the search engine or DB server And a mail agent that creates a mail including a search result and sends the mail to a mail server, the mail agent extracts a character string from the subject of the mail acquired from the mail server, and sends the character to the search engine or DB server. Direct a search based on a column, A reply mail containing the search results received from the search engine or DB server is created and sent to the mail server, and the search engine searches the keyword index DB using the character string received from the mail agent as a keyword, The search result is sent back to the mail agent, and the DB server searches for fault information based on the character string received from the mail agent, and sends the search result to the mail agent.

  Further, according to the present invention, when the character string extracted from the subject of the acquired mail is a keyword in the keyword index server, the mail agent sends the character string to the search engine and extracts it from the subject of the mail. In the case search system, the character string is transmitted to the DB server when the character string is a case item number.

  The present invention is a case search system in which the search engine creates a list of case case numbers and outline points thereof as search results with keywords made up of the character strings and sends them back to the mail agent.

  Furthermore, the present invention is a case search system in which the DB server creates detailed contents of a corresponding case as a search result with a case number of a case made up of the character string and sends it back to the mail agent.

  The present invention is a case search system in which access from the outside is permitted only from a pre-registered mail address.

  Then, the present invention creates and sends an email with the subject search character string in the subject, searches the index database using the character string extracted from the subject of the received email as a keyword, and sends the search result. Create and reply to the original reply mail, create and send the second mail with the second character string in the subject from the received reply mail, and extract the character string extracted from the received second mail subject The index database is a case search method that is created by indexing each keyword from the case database.

  ADVANTAGE OF THE INVENTION According to this invention, the case search system and the case search method which can perform the case search by a keyword at high speed, can improve availability while maintaining security can be provided.

The best mode for carrying out the present invention will be described with reference to the drawings.
Embodiments of the case search system and the case search method of the present invention will be described with reference to the drawings.

  Examples will be described. FIG. 1 shows a case search system of this embodiment. In FIG. 1, the case search system 10 of the present embodiment uses an in-house intranet as an example. The case search system 10 includes a mail agent 30, an in-house mail server 31, a search engine 32, a failure database (DB) 33, and a keyword index database (DB) 34.

  The mail agent 30 exchanges information with the in-house mail server 31, the search engine 32, and the failure DB 33. The in-house mail server 31 can communicate with a mobile terminal 50 such as a mobile phone of a user (user) via a communication network 40 such as the Internet.

  The search engine 32 can search for cases by keyword by exchanging data with the keyword index DB 34. The failure DB 33 stores in-house hardware and software failure information, and stores each failure content as actual data. The keyword index data stored in the keyword index DB 34 is data for searching to search for cases at high speed by indexing each case for each keyword based on the data in the replica database.

  FIG. 2 shows an example of the flow of case search displayed on the display screen 51 of the portable terminal 50 shown in FIG. A search request mail 100 from the user (corresponding to search procedure: (1) -A) and a detailed request mail 150 from the user (corresponding to search procedure: (1) -B) are shown.

  The search request mail 100 from the user is the display contents 61 and 62 displayed on the display screen 51 of the mobile terminal 50, and the detailed request mail 150 from the user is displayed on the display screen 51 of the mobile terminal 50. Display contents 63 and 64 are displayed. The display content 61 of the search request mail 100 includes, for example, “jirei@xxxx.ne.jp” as the destination mail address in the destination address 71 field, and “STOP 0x50” as the case number 72 of the case search, for example. Is displayed.

  In the display content 62 of the search request mail 100, for example, “user@xxxx.ne.jp” is displayed as the destination mail address in the column of the subject 71, and “Re STOP 0x50” is displayed as the case search case number 72, for example. In addition, for example, “120,000xxx” and “320,000xxx” are displayed as the reply mail contents 73 of the list of case search results. In the reply mail content 73 of the list of case search results, outline points of the results of each case search are described.

  The display content 63 of the detailed request mail 150 shows a state where the user has selected, for example, “120,000xxx” as the case search name 74 in the reply mail content 73 of the list of case search results. The display content 64 of the detailed request mail 150 is the content of the detailed reply mail. The user's mail address “user@xxxx.ne.jp” is displayed in the case search subject 75 column, and the case search name 74 is displayed. For example, “120,000xxx” is displayed, and the detailed reply mail content 77 is displayed. The detailed reply mail content 77 describes the detailed contents of each case search result.

Next, with reference to a flow chart showing a flow of case search shown in FIG. 3, a procedure for searching for a case according to a user instruction using the case search system 10 using mail shown in FIG. 1 will be described. FIG. 3 includes steps S1 to S16.
In step S1, as illustrated in the display screen 51 of the mobile terminal in FIG. 2, the user uses the search procedure: (1) -A keyword to be searched (example of the display content 61 in FIG. 2) in the subject of the case search. For example, refer to “STOP 0x50” as the search case number 72) and the search case: (1) -B case number (for example, “STOP 0x50” as the case search case number 72 in the display content 63 of FIG. 2) 1) is entered, and the mail M is transmitted from the portable terminal 50 to the in-house mail server 31.

In step S2, as shown in the search procedure: (2), the mail agent 30 receives the mail M from the in-house mail server 31, and extracts the sender of the mail and the subject of the case search.
In step S3, it is searched whether the sender of the mail M taken out as in the search procedure (3) is registered in the failure DB 33. As a result of the search, in step S4, if the sender of the extracted mail is not registered in the failure DB 33, the search process ends in the search procedure: (5).

Otherwise, in step S4, if the sender of the extracted mail M is registered in the failure DB 33, in step S4, the subject of the mail M is the search case number as in the search procedure: (6). Judge whether it conforms to the format. In step S6, if the search procedure: (7) is in the format of the search case number, the process proceeds to step S7.
In step S7, in the search procedure: (8), the mail agent 30 searches the search engine 32 using the character string of the search subject as a keyword.

  In step S8, in the search procedure: (9), the search engine 32 returns the search result to the mail agent 30. In step S9, in the search procedure: (10), the mail agent 30 receives the search result from the search engine 32, and based on the search result, sends the mail M1 that describes a list of search results including a summary of the corresponding case. create.

In step S10, in the search procedure: (11), the mail agent 30 sends the mail M1 describing the list of search results including the summary of the corresponding case created, that is, for example, the reply mail contents of the case search result list of FIG. 73 is transmitted from the in-house mail server 31 to the portable terminal 50 via the communication network 40.
In step S11, in the search procedure: (12), the user receives the mail M1 in the portable terminal 50. The user confirms the details of the corresponding search case (see display content 73 in FIG. 2) and searches again from the keyword, or the details of the search case described in the summary, or uses an email. It is determined whether or not the use of the existing case search system 10 is to be terminated, and the process proceeds to step S16.

  In step S16, in the search procedure: (17), it is determined whether or not to continue to use the case search system 10 using the mail. If so, the process returns to step S1, and the search work from step S1. repeat. Otherwise, if the case search system 10 using e-mail is not used, the case search process is terminated.

If the search procedure in step S6: (7) does not conform to the format, the process proceeds to step S12. In the search procedure: (13), the mail agent 30 searches for the case information from the keyword DB 34 using the case search case number as a keyword. To do.
In step S13, in the search procedure: (14), the mail agent 30 creates a mail describing the details of the search case based on the search result from the keyword DB. In step S <b> 14, the mail agent 30 transmits the created mail to the user's mobile terminal 50 through the in-house mail server 31.

  In step S15, in the search procedure: (16), the user receives the mail, confirms the details of the corresponding search case (see display content 77 in FIG. 2), and searches again from the keyword or from the summary. Decide whether to confirm the details of the search case or end the process, and proceed to step 16 to determine whether or not to continue to use the case search system 10 using mail in the search procedure: (17). If so, the process returns to step S1 and the search operation from step S1 is repeated. Otherwise, if the case search system 10 using e-mail is not used, the case search process is terminated.

  In the case search system using e-mail according to the present embodiment, the user searches for the keyword (for example, “STOP 0x50” as the case search case number 72 of the display content 61 of FIG. ”) And sending a mail from the portable terminal 50 to the in-house mail server 31, a case search list including a summary of the corresponding case search (for example, replying to the case search result list of FIG. 2) For example, “120,000 xxx” and “320,000 xxx”) are returned as the mail contents 73 to the portable terminal 50.

  When the user wants to see the details of the case search, the user puts the document number (for example, “120,000xxx” as the case search name 74 in FIG. 2) in the list of the reply mail in the portable terminal 50 and enters the portable terminal. A mail is sent from 50 to the in-house mail server 31. Therefore, the user can confirm the detailed contents of the case search on the display screen 51 of the portable terminal 50 by the reply mail.

In this way, it is possible to search for in-house software and hardware failure cases through simple operation of the case search system. By indexing, case search by keyword can be performed at high speed.
Basically, since the mobile terminal 50 communicates with the system using the subject of the case search, the user can easily determine what the return mail is on the display screen 51 of the mobile terminal 50.

  Normally, when a full-text search of a database is performed, it takes time because an index effective for full-text search cannot be created. However, in the embodiment of the present invention, a unique keyword index is created outside the database. Thus, for example, it is possible to perform a keyword search at high speed even for millions of case searches, for example, the search is completed within a few seconds.

  Access from the outside is permitted only from a pre-registered mail address, thereby increasing availability while maintaining security. Searching from outside the company can ensure security by performing a mail inquiry method (search) via in-house groupware.

  In the case search system using e-mail according to the present embodiment, a case search engine 32 for searching a case to be searched, a mail server 31, and a keyword to be searched for a case by the terminal 50 are entered into the subject. When the message is sent via the mail 31, the sender and subject of the mail are taken out, the case search engine 32 is searched using the subject string as a key, and a case search result is created. Is provided with a mail agent 30 that transmits a list including the summary to the terminal 50 side via the mail server 31. As a result, case search using keywords can be performed at high speed. Since the communication between the terminal and the system is basically performed using the subject of the case, it is possible to easily determine what the return mail is. You can create your own keyword index that does not depend on the database.

  In the case search system using e-mail according to the present embodiment, the mail agent 30 searches the case information by the search engine 32 using the case number of the case as a key, creates a case search result, and based on the search result. A mail describing the details of the case is created, and the mail describing the details of the case is transmitted to the terminal 50 side via the mail server 31. Thereby, the details of the case can be confirmed by the reply mail.

  In the case search system using mail according to the present embodiment, access from the outside is preferably permitted only from a pre-registered mail address. This increases the availability while maintaining security.

  By the way, the present invention is not limited to the above embodiments, and various modifications can be made. For example, in the illustrated example, a mobile phone is used as an example of the mobile terminal. However, the mobile terminal is not limited to this and may be another type of device. In the example of FIG. 1, one mobile terminal is used, but a plurality of mobile terminals can also be used. The case search system 10 using mail is an in-house intranet as an example, but can be applied to other forms of systems.

Explanatory drawing of the example search system of an Example. Explanatory drawing of an example of the flow of the case search displayed on the display screen of the portable terminal in an Example. Explanatory drawing of the flow which shows the flow of the case search in an Example.

Explanation of symbols

10 Case Search System 30 Mail Agent 31 Internal Mail Server 32 Search Engine 33 Failure Database 34 Keyword Index Database 50 Mobile Terminal (Example of Terminal)

Claims (6)

A DB server that stores fault information as a case database, a keyword index server that indexes and stores fault information stored in the DB server for each keyword, and a case search engine are implemented. Case search engine that performs case search, mail server that transmits and receives mail, mail received by the mail server, requests search to search engine or DB server, creates mail including search results, and mail server A mail agent to send to
The mail agent extracts a character string from the mail subject acquired from the mail server, instructs the search engine or DB server to perform a search based on the character string, and receives the search result received from the search engine or DB server. The search engine searches the keyword index DB by using the character string received from the mail agent as a keyword, sends the search result back to the mail agent, and sends it back to the mail agent. The server searches for failure information based on a character string received from the mail agent, and sends a search result back to the mail agent.   The mail agent sends the character string to the search engine when the character string extracted from the subject of the acquired mail is a keyword in the keyword index server, and the character string extracted from the subject of the mail is a case item The case search system according to claim 1, wherein when the number is a number, the character string is transmitted to the DB server.   2. The case search system according to claim 1, wherein the search engine creates a list of case case numbers and a summary point thereof as a search result with a keyword consisting of the character string, and sends it back to the mail agent.   The case search system according to claim 1, wherein the DB server creates detailed contents of a corresponding case as a search result with a case number of a case made up of the character string and sends it back to the mail agent.   The case search system according to any one of claims 1 to 4, wherein access from outside is permitted only from a mail address registered in advance.   Create and send an email with the subject search string in the subject, search the index database using the character string extracted from the subject of the received email as a keyword, and create a reply email with the search results as the sender Replies, creates and sends a second mail with the second character string in the subject from the received reply mail, and creates a case database based on the character string extracted from the subject of the received second mail A case search method, wherein the index database is created by indexing each keyword from the case database.

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