JP2012123840A - Abnormality notification device and abnormality notification system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To selectively call an appropriate handling person when an abnormality occurs in a monitoring object.SOLUTION: An abnormality notification device includes: an abnormality information acquisition unit 110 for acquiring abnormality content information; a handling candidate list 120 for storing a list of handling persons for handling an abnormality; a handling process acquisition unit 130 for acquiring the record of a process where the handling person handles the abnormality; a handling record storage unit 140 for storing the record acquired by the handling process acquisition unit 130; a handling person selection unit 150 for selecting an appropriate handling person to handle the abnormality from the handling candidate list 120, based on the information acquired by the abnormality information acquisition unit 110 and the record of the handling record storage unit 140; an abnormality notification unit 160 for notifying the handling person selected by the handling person selection unit 150 of an effect that the abnormality occurs in the monitoring object; and a handling record search unit 170 for receiving a request for an effect, which the record of the process of the handling person in handling the same kind of abnormality has to be transmitted, from the external unit of the abnormality notification device, searches the record from the handling record storage unit 140, and returns the search result.

Description

  The present invention relates to an apparatus for notifying that an abnormality has occurred in a monitoring target and an abnormality notification system including the apparatus.

  Conventionally, with regard to the failure notification system, as a technology for the purpose of “providing a failure notification system that can promptly send appropriate maintenance personnel to the failure generating device or system” It is memorized and the next maintenance person is called when there is no response, and the time until the maintenance person is arranged for the faulty system is shortened. Furthermore, when there is a response from a maintenance person who cannot be contacted, a handled communication is automatically made. As a result, the maintenance staff does not overlap with one failure target. Is proposed (Patent Document 1).

  In addition, regarding the notification system, “When an abnormality occurs in the information processing system, promptly notify the optimal person to be called. As a technology for the purpose of "the operation state monitoring means 13 for detecting the occurrence of an abnormality in the information processing system and acquiring the state of occurrence of the abnormality, and the abnormality occurrence time of the information processing system detected by the operation state monitoring means 13" A time monitoring means 17 for acquiring the call target device tables 22 and 23 in which the types of the call target devices used for the call and the priority order of the call numbers are recorded corresponding to the abnormality occurrence state and the abnormality occurrence time. Then, the table updating means 18 for updating the call target device table and the call target device table are searched using the abnormality occurrence status and the abnormality occurrence time as a key, and the type and the call number of the call target device are specified and the call is performed. And calling means 16 for the purpose. Is proposed (Patent Document 2).

  In addition, regarding the abnormality notification system, “reducing the trouble of updating the abnormality notification destination in the abnormality notification device. As the technology for the purpose of “the mobile communication device 10, the contact information management unit 54 manages one or more contact information of the terminal device and makes a call or communication with the terminal device related to the contact information”. Send and receive data. The contact information transmission unit 50 transmits a part or all of the contact information managed by the contact information management unit 54 to the abnormality notification device 20 at a predetermined timing. In the abnormality notification device 20, the contact information storage unit 88 stores one or a plurality of contact information. The contact information updating unit 86 updates the contact information stored in the contact information storage unit 88 based on the contact information received by the contact information receiving unit 84 from the contact information transmitting unit 50. When a predetermined abnormality is detected by the abnormality detection unit 64, the abnormality notification unit 80 notifies information related to the abnormality to the terminal device related to at least one contact information stored in the contact information storage unit 88. Is proposed (Patent Document 3).

Japanese Patent Laid-Open No. 8-314761 (summary) JP 2000-149174 A (summary) JP 2007-317122 A (summary)

  In the technique described in Patent Document 1, since the maintenance personnel are called in the order stored in the storage table, the calling order is fixed. Therefore, even if it is more appropriate for other maintenance personnel to respond, calls are made in the prescribed order.

  In the technique described in Patent Document 2, since a call is made to a calling device associated with a time zone in which an abnormality has occurred, a call is not necessarily made to an appropriate target person.

The technique described in Patent Document 3 can reduce the trouble of updating contact information, but the point that abnormality notification is performed in a predetermined order described in the contact information is that Same as 2.
That is, it has the same problem as in Patent Documents 1 and 2 in that a call is not always made to an appropriate subject.

  The present invention has been made to solve the above-described problems, and an object thereof is to select and call an appropriate responder when an abnormality occurs in a monitoring target.

  An abnormality notification device according to the present invention is a device that notifies a monitoring target that an abnormality has occurred, and stores an abnormality information acquisition unit that acquires information about the content of the abnormality and a list of responders corresponding to the abnormality Responder list, corresponding process acquisition unit for acquiring a record of a process in which the responder responds to an abnormality, correspondence record storage unit for storing a record acquired by the corresponding process acquisition unit, and information acquired by the abnormality information acquisition unit Based on the records stored in the correspondence record storage unit, the responder selection unit selects an appropriate responder to be responded to the abnormality from the correspondent list, and the responder selection unit selects that an abnormality has occurred in the monitoring target An abnormality notification unit for notifying the responder who responded, and a correspondence record search unit for retrieving a record of a process in which the responder responded to an abnormality of the same type as the abnormality from the correspondence record storage unit. The same kind of abnormality Is to return the accept request to the effect that transmits the recording of the corresponding process from the outside of the abnormality notification device retrieves the record search results.

According to the abnormality notification device according to the present invention, the responder acquires and stores a record corresponding to the abnormality, and uses this when selecting the responder, so the past response record is reflected in the selection criteria. And an appropriate responder can be selected.
The correspondence record search unit searches the correspondence record stored in the correspondence record storage unit and returns it to the terminal or the like possessed by the maintenance staff.
As a result, the maintenance staff can perform the failure response while referring to the past response record, which contributes to efficient and reliable failure response.

3 is a functional block diagram of an abnormality notification device 100 according to Embodiment 1. FIG. 6 is a diagram illustrating an example of data in a correspondence candidate list 120. FIG. It is a figure which shows the example of the correspondence recording which the correspondence recording storage means 140 memorize | stores. 3 is an overall operation flow of the abnormality notification device 100. It is an operation | movement flow at the time of the corresponding | compatible process acquisition means 130 acquiring a corresponding | compatible history. 6 is a functional block diagram of an abnormality notification device 100 according to Embodiment 2. FIG. It is an example of a display screen of a search result returned by the correspondence information search means 170. It is an example of a display screen of the contents of correspondence record. FIG. 10 is a configuration diagram of an abnormality notification system according to a third embodiment. It is an example of a screen display of a response request mail transmitted by the abnormality notification means 160.

Embodiment 1 FIG.
FIG. 1 is a functional block diagram of abnormality notification device 100 according to Embodiment 1 of the present invention.
The abnormality notification device 100 is a device that notifies a responder that an abnormality such as a failure has occurred in a monitoring target such as a photovoltaic power generation system or an information system.
The following description is based on the assumption that when a failure occurs, this is reported as an abnormality, but there is no particular limitation on the type of abnormality.

  The abnormality notification device 100 includes abnormality information acquisition means 110, correspondence candidate list 120, correspondence process acquisition means 130, correspondence record storage means 140, correspondence person selection means 150, and abnormality notification means 160.

The abnormality information acquisition unit 110 receives abnormality information indicating that a failure has occurred in the monitoring target, and outputs the abnormality information to the responder selection unit 150. The contents of the abnormality information will be described again.
The abnormality information acquisition unit 110 may monitor the monitoring target itself to acquire the abnormality information, or the monitoring itself is performed by a monitoring device other than the abnormality notification device 100, and the abnormality information acquisition unit 110 outputs the result. It may be received only as abnormality information.
The acquisition path of the abnormality information may be via a line such as a serial I / F, or may be implemented in a form of obtaining via a function in a software module implemented in C language, for example. .

The correspondence candidate list 120 holds a candidate list of correspondence persons corresponding to a failure that has occurred in the monitoring target.
The correspondence candidate list 120 is stored in a suitable storage device such as an HDD (Hard Disk Drive) in the form of a text file or database describing the contents of the list, for example.
The correspondence candidate list 120 holds information that can identify a correspondence person and its correspondence possible range as exemplified below. A specific example of the correspondence candidate list 120 will be described later with reference to FIG.

(1) Identifier such as name and ID of responder (2) Responsible field of responder (content varies depending on monitoring target)
(3) Responsible region (4) Working hours of the responder (5) Contact information of the responder (e-mail address, telephone number, etc.)

  The response process acquisition unit 130 acquires information about a process in which the responder handles the failure. The corresponding process acquisition unit 130 acquires the following information, for example.

(1) Notification that the responder has started to respond to the failure (2) Notification that the responder has contacted other responders and the contact information (3) Contact with the supplier required for the failure (4) Notification that the responder has finished handling the failure (5) E-mail and voice call sent / received in the process of contacting the responder

Each responder preferably has a mobile terminal having a display unit such as a mobile phone, and transmits the above information to the abnormality notification device 100 using a telephone or an e-mail. The corresponding process acquisition unit 130 acquires these pieces of information sent from the corresponding person's terminal.
A specific operation flow of the corresponding process acquisition unit 130 will be described again with reference to FIG.

  The correspondence record storage unit 140 is configured by a storage device such as an HDD, and stores the information acquired by the correspondence process acquisition unit 130 as a correspondence record.

  The responder selection means 150 should deal with the failure from the correspondence candidate list 120 using the abnormality information acquired by the abnormality information acquisition means 110 and the record stored in the correspondence record storage means 140. Choose the right responder.

  The abnormality notifying unit 160 transmits a response request mail instructing that a failure has occurred in the monitoring target and that the failure should be dealt with to the responder selected by the responder selecting unit 150. Communication means other than e-mail, such as a telephone call for sending an automatic voice message, may be used.

The functional block of the abnormality notification device 100 has been described above.
Next, details of each part of the abnormality notification device 100 will be described.

  The abnormality information acquired by the abnormality information acquisition unit 110 includes items such as those exemplified below regarding the content of the abnormality.

(Abnormal information 1) Abnormal code: A number identifying the type of failure.
(Abnormal information 2) Occurrence location: Location where a failure occurred. It is convenient if the granularity of the place is set to the same level or less than the value in the “area in charge” column of the corresponding candidate list 120 described later with reference to FIG.
(Abnormal information 3) Occurrence date and time: Date and time when the failure occurred. The date and time here do not necessarily need to include the detailed time, and if the failure is not urgent, for example, only the date may be used.

FIG. 2 is a diagram illustrating a data example of the correspondence candidate list 120. Here, an example is shown in which maintenance personnel who perform maintenance for a failure that has occurred in the photovoltaic power generation system are stored as a list of responders in a table format.
The correspondence candidate list 120 holds each item described above as a value of each column of the table for each correspondence person.

In the “in charge field” column of FIG. 2, “failure in output”, “heat generation”, “line abnormality”, and “illegal data (for example, the electric energy indicates a value outside the specified value)” are exemplified as the types of failures.
When each maintenance staff can cope with the failure (having necessary skills and qualifications), “○” is set in the corresponding item in the same row. For failure types that cannot be handled by maintenance personnel, the corresponding item in the same column is blank.

  FIG. 3 is a diagram illustrating an example of the correspondence record stored in the correspondence record storage unit 140. Here, an example of a correspondence record for an output reduction failure that has occurred in the photovoltaic power generation system is shown.

The corresponding process acquisition unit 130 creates a record as illustrated in FIG. 3 every time a failure occurs and stores it in the corresponding record storage unit 140. The creation time point may be a time point when the abnormality information acquisition unit 110 receives the abnormality information about the failure, or a time point when the responder first transmits a communication item to the abnormality notification device 100 (for example, a response start notification). .
Hereinafter, each item of the correspondence record shown in FIG. 3 will be described.

  Each information acquired by the abnormality information acquisition unit 110 regarding the failure, that is, “abnormal code”, “occurrence location”, “occurrence date / time” is recorded in the correspondence record. If necessary, an internal identification number for identifying each fault may be assigned and recorded.

In the correspondence record, the maintenance staff (notification destination) that the abnormality notification device 100 first transmitted the notification that the failure has occurred and the abnormality notification device 100 that the failure has been finally resolved are notified to the correspondence record. Maintenance personnel (final resolver) are recorded.
When communication with other maintenance personnel occurs between the first and last maintenance personnel, the contact history with the maintenance personnel is also recorded. The contents of the contact history will be described below.

  Note that the title of the corresponding record is written by the final resolver at an appropriate time.

The contact history between each maintenance staff and the abnormality notification device 100 or between maintenance staff is recorded in a table format at the bottom of FIG. 3 (correspondence history). In this table, “date and time”, “contact source”, “contact address”, “contact means”, and “record (contents of contact)” of each contact are recorded.
In the example of correspondence recording in FIG. 3, it can be seen that the following correspondence history is recorded.

(Response History 1) An e-mail was sent from the master (abnormality notification device 100) to maintenance staff A at 13:10:15 on April 11, 2007.
(Response History 2) An e-mail was sent from maintenance personnel A to maintenance personnel D at 13:30:24 on April 11, 2007.
(Correspondence history 3) At 14:05:31 on April 11, 2007, a telephone number was sent from telephone number 090-4567-8901 (maintenance person D) to telephone number 090-9976-5432 (component procurement company). It was over.

  In the “Recording (contents of contact)” column, if the contact is made by e-mail, the content of the e-mail, and if the contact is made by phone, the recording data of the call voice is stored as an electronic file. Stored.

  For example, the following method can be considered as a method for the response process acquisition unit 130 to acquire the response history as described above.

(Acquisition method example 1)
Each time the maintenance personnel make a contact in connection with dealing with the failure, the maintenance content is manually transmitted to the abnormality notification device 100. As a transmission means, an electronic input form such as an e-mail or a web form may be used.
Corresponding process acquisition means 130 receives the transmission content and stores it in correspondence record storage means 140.

(Acquisition method example 2)
All the maintenance personnel communicate with each other and between the maintenance personnel and the abnormality notification device 100 through the abnormality notification device 100.

(Acquisition method example 2: e-mail)
When contacting by e-mail, the maintenance staff writes the destination of the e-mail in a predetermined format in the subject field and body text field, and transmits it to the abnormality notification device 100.
Corresponding process acquisition means 130 receives the e-mail, transfers the e-mail to a destination described in a predetermined format in a predetermined column, and records information such as the contents and the transmission source / destination as a response history. To do.
When using this method, the abnormality notification device 100 needs to have a function as an electronic mail server.

(Acquisition method example 2: In case of telephone 1)
When contacting by telephone, the maintenance person first calls the abnormality notification device 100.
When the corresponding process acquisition means 130 receives the call, the corresponding process acquisition means 130 prompts by voice guidance or the like to input the call transfer destination telephone number.
The maintenance staff inputs the destination number according to the guidance. Subsequent calls are made via the abnormality notification device 100. Corresponding process acquisition means 130 records the call content and records it as an electronic file in an appropriate format.
When this method is used, the abnormality notification device 100 needs to have a function as a call control device.

(Acquisition method example 2: In case of telephone 2)
The abnormality notification device 100 associates a telephone number of each maintenance staff with an identification number having an appropriate number of digits and stores a correspondence table.
The maintenance staff first calls the abnormality notification device 100. At this time, an identification number of the transfer destination is input via an appropriate symbol after the telephone number of the abnormality notification device 100. For example, “090125345678 # 001” is assumed.
When the corresponding process acquisition unit 130 receives the call, the corresponding process acquisition unit 130 transfers the call to a destination corresponding to the identification number given after the symbol. Subsequent calls are made via the abnormality notification device 100, and the call contents are recorded as an electronic file.

(Acquisition method example 2: Web form)
When a contact is made using a Web form, the maintenance staff first accesses a predetermined URL of the abnormality notification device 100 using a Web browser, and inputs a contact address and contact content into the predetermined Web form.
Corresponding process acquisition means 130 receives the input content, stores it in correspondence record storage means 140, and sends an e-mail to the contact address to notify that the contact has arrived and its contents. The subsequent contact process is a similar procedure.
When this method is used, the abnormality notification device 100 needs to have a function as a Web server. Moreover, it is necessary to further provide a function as an e-mail server as necessary.

The details of each unit have been described above.
Next, the operation flow of the abnormality notification device 100 will be described.

  FIG. 4 is an overall operation flow of the abnormality notification device 100. Hereinafter, each step of FIG. 4 will be described. Here, an example has been shown in which each maintenance staff uses either e-mail or telephone as means for contacting, but the operation is the same even when other means are used.

(ST401)
The abnormality information acquisition unit 110 acquires abnormality information about an abnormality that has occurred in the monitoring target.

(ST402)
The responder selection means 150 collates each information included in the abnormality information acquired by the abnormality information acquisition means 110 in step ST401 with information on each maintenance staff held in the correspondence candidate list 120, and List of maintenance personnel candidates who can respond to
Specifically, the responder selection means 150 compares the items included in the abnormality information with the items in the correspondence candidate list 120 as follows, and selects maintenance personnel whose all items match each other.

(ST402: Comparison item 1)
“Abnormal code” of abnormality information: “Responsible field” in correspondence candidate list 120
(ST402: Comparison item 2)
“Location” of abnormality information: “Region in charge” of correspondence candidate list 120
(ST402: Comparison item 3)
“Occurrence date and time” of abnormality information: “Working time zone” in correspondence candidate list 120

(ST403)
The responder selection means 150 searches the correspondence records stored in the correspondence record storage means 140 for the results of the maintenance personnel listed in step ST402 corresponding to the same type of failures in the past.
The search target at this time is at least one of “notification destination”, “final resolver”, and “correspondence history” in the correspondence record. The search key may be an abnormal code.

(ST404)
The responder selection unit 150 selects a maintenance person who has a history of handling the failure as a maintenance person most suitable for solving the problem, based on the handling record obtained in step ST403. When there are multiple maintenance personnel with a track record, the following selection criteria can be considered.

(ST404: Selection Criteria Example 1) Final Resolver The correspondent selection means 150 selects the maintenance person with the largest number described in the “Final Resolver” column of the correspondence record. This is because the maintenance staff who has the highest track record in solving the same type of failure seems to be familiar with the solution.

(ST404: Selection Criteria 2) Last Resolver + Occurrence Date / Time The responder selection means 150 has the date / time in the “Occurrence Date / Time” column among the maintenance personnel described in the “Final Resolver” column of the correspondence record. Select new maintenance personnel. The maintenance staff who responded most recently to the same type of failure is because the memory of the resolution process seems to be new.

(ST404: Selection Criteria 3) Relaxing Conditions The responder selection means 150 has several conditions even when the items included in the abnormality information and all the items held in the correspondence candidate list 120 do not match. If they match, the maintenance staff may be selected. In particular, if there is no maintenance staff that matches all the items, a second-best maintenance staff may be selected as an alternative.

(ST405)
The abnormality notifying unit 160 requests the maintenance staff selected by the responder selecting unit 150 to respond by sending an e-mail or a phone call, and notifies the corresponding process acquiring unit 130 to that effect.
When requesting a response by e-mail, the contents of the request are described in the mail text, or the URL (Uniform Resource Locator) of the Web page describing the request contents is described in the mail text.
When requesting a response by telephone, for example, voice guidance may be used to notify the request itself, or the maintenance staff is urged to inquire about the request by notifying a predetermined contact telephone number or URL. May be.

(ST406)
The response process acquisition unit 130 waits until the abnormality notification unit 160 returns a response from the maintenance staff who has requested the failure to accept the response request.
If a reply to that effect is received within a predetermined time, the operation flow is terminated and anomalous information about another failure is awaited. If there is no reply within the predetermined time, the maintenance staff is removed from the candidates, and the process returns to step ST402 to repeat the same processing.
The following example is conceivable as a means for the maintenance person who has received the failure response request to send an acknowledgment to the abnormality notifying device 100.

(ST406: Reply example 1)
The maintenance staff responds to a predetermined e-mail address with a predetermined format indicating that the failure is accepted. The corresponding process acquisition unit 130 receives this reply mail.

(ST406: Reply example 2)
The maintenance staff accesses a predetermined Web form and inputs that he / she accepts the failure handling. Corresponding process acquisition means 130 acquires this input content.

(ST406: Reply example 3)
The maintenance staff calls a predetermined telephone number. The response process acquisition unit 130 receives the telephone call and urges the maintenance staff to input, for example, an identification number of the failure and a number indicating that the response is accepted using voice guidance or the like. The corresponding process acquisition unit 130 acquires the input content.

In addition, when performing the process after step ST402 for the second time or later, the conditions of the process performed in steps ST402 to ST404 may be relaxed.
For example, when step ST403 is executed for the first time, only the “final resolver” column in the correspondence record is referenced, but the maintenance personnel described in the “correspondence history” are also searched after the second time. Processing such as targeting is conceivable.

  FIG. 5 is an operation flow when the response process acquisition unit 130 acquires the response history. Hereinafter, each step of FIG. 5 will be described. Here, an example is shown in which either an e-mail or a telephone is used as the maintenance staff contact means, but it should be added that the same operation is performed when other means are used.

(ST501)
The corresponding process acquisition unit 130 acquires (receives) a call from the maintenance staff.
(ST502)
Corresponding process acquisition means 130 identifies what means the maintenance staff used to send the communication. If the transmission means is mail, the process proceeds to step ST503, and if it is a telephone, the process proceeds to step ST505.

(ST503)
Corresponding process acquisition means 130 saves the contents (text, header, etc.) of the electronic mail in the corresponding correspondence record in the form of a text file or the like.
(ST504)
If the e-mail is addressed to another maintenance staff, the corresponding process acquisition unit 130 transfers the e-mail to the destination maintenance staff.

(ST505)
When the contact means is a telephone, the maintenance staff notifies the abnormality notification apparatus 100 of the telephone number of the destination maintenance staff. The corresponding process acquisition unit 130 transfers the call to the telephone number of the destination maintenance staff. Subsequent calls are made via the corresponding process acquisition means 130.

(ST506)
Corresponding process acquisition means 130 mediates a telephone conversation between maintenance personnel, and stores the contents of the call as a voice file in a corresponding record.

  The operation flow of the abnormality notification device 100 has been described above.

As described above, according to the first embodiment, the response process acquisition unit 130 acquires a record of a process in which a maintenance person performs a failure response, and the responder selection unit 150 performs the same type of failure response based on the record. Select maintenance personnel with a track record.
As a result, an appropriate maintenance staff who should deal with the failure can be called without being influenced only by the order described in the handling candidate list 120.

Further, in the first embodiment, the responder selection unit 150 selects the maintenance staff who has most frequently dealt with the same type of fault or the most finally solved the same kind of fault as the optimum responder corresponding to the fault. You can also
In this case, it is possible to select maintenance personnel who are familiar with the solution technique and can efficiently solve the failure.

Further, in the first embodiment, the responder selection unit 150 selects the maintenance person who has most recently dealt with the same kind of failure or the most recently resolved person of the same kind of trouble as the optimum responder to deal with the trouble. You can also
In this case as well, it is possible to select maintenance personnel who are familiar with the solution technique and can solve the failure efficiently.

Further, in the first embodiment, the responder selection unit 150 can extract maintenance personnel corresponding to the same type of failure from the response history, and select it as an appropriate responder corresponding to the failure.
In this case, even if an optimum maintenance staff is not found due to absence, an alternative maintenance staff can be selected as a trouble handler.
This method does not simply call the next maintenance staff according to the order listed in the response candidate list 120, but selects the next best maintenance staff from maintenance staff who have a track record of dealing with similar problems. It is a technique to do. Therefore, it is possible to select a more appropriate maintenance staff as compared with the method of selecting the maintenance staff according to the order described in the correspondence candidate list 120.

Embodiment 2. FIG.
In the second embodiment of the present invention, a configuration and an operation example that can be used by a responder to reference a past failure case and solve the failure will be described.

FIG. 6 is a functional block diagram of the abnormality notification device 100 according to the second embodiment.
The abnormality notification device 100 according to the second embodiment is additionally provided with correspondence information search means 170 in addition to the configuration described in FIG. 1 of the first embodiment. Since the other configuration is the same as that of the first embodiment, the following description will focus on the differences.

  Corresponding information search means 170 receives a request from the terminal or the like possessed by the maintenance staff to search for information on the same type of failure from the correspondence records stored in correspondence record storage means 140. The search result is returned to the request source.

  As a technique for obtaining the search result by transmitting the above request from the maintenance staff to the abnormality notification device 100, for example, the following examples can be considered.

(Transmission Method Example 1) Web Query A maintenance person accesses a predetermined URL provided by the abnormality notification device 100 using a mobile terminal equipped with a Web browser, specifies a search condition such as an abnormality code, and performs a search result. Request that you should reply.
Corresponding information search means 170 receives the request through an appropriate program such as CGI (Common Gateway Interface), searches the corresponding record storage means 140 using the specified search condition, and returns the search result. .

(Transmission Method Example 2) E-mail The maintenance staff sends an e-mail in which a search condition such as an abnormal code is described in a predetermined format to the abnormality notification device 100 using a portable terminal having an e-mail transmission / reception function. To do.
The correspondence information search means 170 receives the electronic mail, searches the correspondence record storage means 140 using the designated search condition, and returns the search result.

FIG. 7 shows an example of a search result display screen returned by the correspondence information search means 170.
Corresponding information search means 170 returns the above-mentioned search result to the terminal possessed by the maintenance staff in the form of a Web page or an e-mail. This search result is preferably composed of contents that allow maintenance personnel to grasp the outline of the failure, such as the date and time of occurrence of the failure that occurred in the past and the title.

  FIG. 8 is a display screen example of the contents of correspondence records. Each item on the screen is the same as that described in FIG.

  The maintenance staff selects, on the screen, a user who wants to view more detailed contents from the search results illustrated in FIG. The terminal possessed by the maintenance staff transmits a request to the effect that the contents of the correspondence record should be transmitted to the abnormality notifying apparatus 100 using the method exemplified above. At this time, the terminal possessed by the maintenance staff also transmits the identification number of the corresponding record that the maintenance staff wishes to view.

  The correspondence information search means 170 receives the request, acquires the contents of the correspondence record in the correspondence record storage means 140 using the specified identification number, etc., and sends it back to the terminal possessed by the maintenance staff.

The “contact source” field, the “contact address” field, and the “recording” field on the screen of FIG. 8 are preferably configured to be selectable on the screen.
For example, assume that a maintenance person views the screen of FIG. When the maintenance staff selects the “contact source” field or the “contact address” field on the screen, the terminal may be configured to send an e-mail or a telephone.
Further, when the “record” column is selected, it is preferable that the text content of the e-mail or the call recording content can be reproduced on the screen or with a speaker. When these file sizes are large, a configuration in which the file main body is stored in the abnormality notification device 100 and is transferred to the portable terminal only when a reproduction request is made is also conceivable.

From the viewpoint of enabling the corresponding process acquisition means 130 to acquire a contact history between maintenance personnel, an e-mail or a phone call transmitted from the “Contact” column and the “Contact” column on the screen of FIG. It is preferable that the notification apparatus 100 is configured to be transmitted once.
Specifically, since the terminal possessed by the maintenance staff transfers the e-mail or the telephone to the destination via the abnormality notification device 100, the following procedure is performed.

(Forwarding treatment example 1) In the case of e-mail: The terminal owned by the maintenance staff describes the e-mail address of the transfer destination in the e-mail in a predetermined format.
(Transfer Treatment Example 2) In the case of a telephone A terminal possessed by a maintenance staff assigns a transfer destination identification number or the like with an appropriate symbol after the telephone number of the abnormality notification device 100.

As described above, according to the second embodiment, the correspondence information retrieval unit 170 retrieves the correspondence record stored in the correspondence record storage unit 140 and returns it to the terminal or the like possessed by the maintenance staff.
As a result, the maintenance staff can perform the failure response while referring to the past response record, which contributes to efficient and reliable failure response.

Embodiment 3 FIG.
FIG. 9 is a configuration diagram of an abnormality notification system according to Embodiment 3 of the present invention.
The abnormality notification system according to the third embodiment includes the abnormality notification device 100 described in the first and second embodiments and the monitoring device 900 that monitors a failure that occurs in the monitoring target. These devices are connected via a network such as the Internet.

  The monitoring device 900 includes a function unit (not shown) that monitors the occurrence of a failure to be monitored, and a communication unit 910 that transmits the content as abnormality information to the abnormality information acquisition unit 110 when the occurrence of the failure is detected. .

  The communication method used by the communication unit 910 is matched with the communication method used by the abnormality information acquisition unit 110.

  For example, when the communication unit 910 transmits abnormality information as an e-mail, the abnormality information acquisition unit 110 has an SMTP (Simple Mail Transfer Protocol) server function.

Further, when the communication unit 910 transmits abnormal information as content transmitted by HTTP (Hyper Text Transfer Protocol) such as a Web page, the abnormal information acquisition unit 110 has a function as an HTTP client or an HTTP server.
When transmitting abnormality information from the communication unit 910 to the abnormality notification device 100, the communication unit 910 has an HTTP client function, and the abnormality information acquisition unit 110 has an HTTP server function.
When a request is made to transmit abnormality information from the abnormality information acquisition unit 110 to the monitoring device 900, the communication unit 910 has an HTTP server function, and the abnormality information acquisition unit 110 has an HTTP client function.

As described above, according to the third embodiment, the abnormality information acquisition unit 110 acquires abnormality information via the network.
As a result, the abnormality notification device 100 can immediately acquire and notify the responder of abnormality information regarding a failure that occurs in a remote monitoring target.

Embodiment 4 FIG.
In the fourth embodiment of the present invention, a configuration and an operation example will be described for reducing the trouble of a maintenance staff returning a response request when a maintenance staff receives a response request from the abnormality notification device 100.
The configuration of the abnormality notification device 100 is the same as that described in the first to third embodiments.

FIG. 10 is a screen display example of the response request mail transmitted by the abnormality notification unit 160.
In the fourth embodiment, the abnormality notification unit 160 transmits a response request mail describing the content of the abnormality information to an e-mail address addressed to a terminal owned by the maintenance staff.
When the terminal possessed by the maintenance staff receives this response request mail, the terminal displays a screen as shown in FIG. The contents of each item in FIG. 10 are as follows.

(Item 1) E-mail Destination In the header part of FIG. 10, an e-mail transmission destination (To), a transmission source (From), and a reply destination (Reply-To) are displayed.

(Item 2) Response request message A text message for requesting maintenance personnel to respond to a failure is displayed below the header portion.

(Item 3) Abnormal information Abnormal information about the fault that has occurred is described below the response request message.

(Item 4) Operation Instruction Selection Unit The following items are displayed at the bottom of the screen in FIG.

(Item 4: Search request transmission instruction part)
When the maintenance staff selects the portion displayed as “search” in FIG. 10 on the screen, the terminal transmits the search request described in the second embodiment to the abnormality notification device 100.

(Item 4: Correspondence acknowledgment response instruction section)
When the maintenance staff selects the part displayed as “acknowledgement of correspondence” in FIG. 10 on the screen, the terminal sends a notification to the abnormality notification device 100 to acknowledge the correspondence to the failure.

(Item 4: Response completion response instruction section)
When the maintenance staff selects the part displayed as “Solution” in FIG. 10 on the screen, the terminal sends a notification to the abnormality notification device 100 that the response to the failure has been completed.

  As a processing method when the terminal possessed by the maintenance staff displays a screen as shown in FIG. 10, for example, the following may be considered.

(Processing method example 1)
The abnormality notifying unit 160 transmits a response request mail describing only abnormality information and a necessary text message.
When the transmission source address of the response request mail is a predetermined address (here, “master@example.com”), the terminal determines that the electronic mail is the response request mail.
When the terminal displays the e-mail on the screen, the terminal automatically generates the options in the lower half of FIG. 10 in addition to the contents of the mail and displays them on the screen. The terminal independently prepares the communication means with the abnormality notification device 100.

(Processing method example 2)
The abnormality notification means 160 transmits a response request mail describing the options in the lower half of FIG. 10 in addition to the abnormality information and the necessary text message.
The response request mail is described in, for example, an HTML (Hyper Text Markup Language) format. The options in the lower half of FIG. 10 are described as URL links directed to programs such as CGI corresponding to the abnormality notification device 100.
The terminal displays the response request mail on the screen as HTML content. The maintenance staff selects the URL link displayed as shown in the lower half of FIG. 10 and transmits the content indicated by each link to the abnormality notification device 100.
In this case, the screen of FIG. 10 can be configured using only standard Web technology, which is advantageous from the viewpoint of development cost and the like.

  In the above, the response request mail has been described as an example. However, for the contact mail and the like performed between maintenance staffs after the maintenance staffs have started to deal with the failure, the maintenance staff's troubles can be obtained using the same method as in the fourth embodiment. Can also be reduced.

As described above, according to the fourth embodiment, the terminal possessed by the maintenance staff displays on the screen the instruction unit for performing a search request and a response start / end notification to the abnormality notification device 100.
Accordingly, the maintenance staff can perform necessary communication with the abnormality notifying device 100 only by selecting these instruction units on the screen, so that it is possible to reduce time and effort for inputting necessary items. it can.

Embodiment 5 FIG.
In the first to fourth embodiments of the abnormality, the abnormality information acquisition unit 110, the corresponding process acquisition unit 130, the responder selection unit 150, the abnormality notification unit 160, and the correspondence information search unit 170 are circuit devices that implement these functions. It may be configured using hardware, or may be configured using an arithmetic device such as a CPU (Central Processing Unit) or a microcomputer and software that defines the operation thereof.

  In addition, the abnormality information acquisition unit 110 and the abnormality notification unit 160 are appropriately provided with necessary interfaces.

  100 abnormality notification device, 110 abnormality information acquisition means, 120 correspondence candidate list, 130 correspondence process acquisition means, 140 correspondence record storage means, 150 correspondence person selection means, 160 abnormality notification means, 170 correspondence information search means, 900 monitoring device, 910 Communication unit.

Claims (12)

A device that notifies the monitoring target that an abnormality has occurred,
An abnormality information acquisition unit that acquires information about the content of the abnormality;
A list of responders storing a list of responders corresponding to the abnormality;
A corresponding process acquisition unit for acquiring a record of a process corresponding to the abnormality by the responder;
A corresponding record storage unit for storing records acquired by the corresponding process acquisition unit;
A responder selection unit that selects an appropriate responder to be associated with the abnormality from the correspondent list based on the information acquired by the abnormality information acquisition unit and the record stored in the correspondence record storage unit;
An abnormality notifying unit for notifying the responder selected by the responder selecting unit that an abnormality has occurred in the monitoring target;
A correspondence record search unit that searches the correspondence record storage unit for a record of a process corresponding to the abnormality of the same type as the abnormality,
The correspondence record search unit
An abnormality notification device, characterized in that a responder receives a request from the outside of the abnormality notification device to send a record of a process corresponding to the same type of abnormality, searches the record, and returns a search result. The corresponding process acquisition unit
Obtaining information on the type of abnormality and storing it in the correspondence recording storage unit,
The responder selection unit
Based on the information acquired by the abnormality information acquisition unit and the record stored in the corresponding recording storage unit,
The abnormality notification device according to claim 1, wherein a response person who corresponds most frequently to the same type of abnormality as the abnormality or most frequently resolves the same type of abnormality as the abnormality is preferentially selected. The corresponding process acquisition unit
The responder acquires the date and time corresponding to the abnormality and stores it in the correspondence record storage unit,
The responder selection unit
Based on the information acquired by the abnormality information acquisition unit and the record stored by the corresponding recording storage unit,
The abnormality notification device according to claim 1, wherein a responder that most recently coped with an abnormality of the same type as the abnormality is preferentially selected. The corresponding process acquisition unit
Acquire the contact routes of a plurality of responders corresponding to the abnormality and store in the correspondence record storage unit,
The responder selection unit
If the selected responder has not responded to the abnormality notification device within a predetermined time to the effect that the abnormality can be handled,
The abnormality notification device according to any one of claims 1 to 3, wherein another responder is selected with reference to the communication path. The correspondence record search unit
The browsing request for the record stored in the corresponding record storage unit is received from the outside of the abnormality notification device, the record is acquired and returned to the request source. The abnormality notification device described. The abnormality information acquisition unit
The abnormality notification device according to any one of claims 1 to 5, wherein information about the content of the abnormality is acquired via a network. The abnormality notification device according to any one of claims 1 to 6,
A receiving terminal for receiving a notification from the abnormality notification unit;
An abnormality notification system characterized by comprising: The abnormality notification system according to claim 7, wherein the receiving terminal includes a display unit that displays a notification from the abnormality notification unit on a screen. The display unit
9. The response acknowledgment response instructing unit for instructing the receiving terminal to respond to the abnormality notifying device to respond to the abnormality notified from the abnormality notifying unit is displayed on a screen. Anomaly notification system. The display unit
The response completion response instructing unit for instructing the receiving terminal to respond to the abnormality notifying device that the response to the abnormality notified from the abnormality notifying unit has been completed is displayed on the screen. The abnormality notification system according to claim 9. The display unit
A search request transmission instructing unit for instructing the receiving terminal to transmit a request to the abnormality notification device to transmit a request that a corresponding person should transmit a record of a process corresponding to the same type of abnormality is displayed on the screen. The abnormality notification system according to any one of claims 8 to 10. The receiving terminal is
Send communication addressed to other responders to the abnormality notification device,
The corresponding process acquisition unit
The abnormality notification system according to any one of claims 7 to 11, wherein the communication is received and transferred to the other corresponding person.

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