JP2013242667A5

JP2013242667A5 -

Info

Publication number: JP2013242667A5
Application number: JP2012114892A
Authority: JP
Filing date: 2012-05-18
Publication date: 2015-06-25
Anticipated expiration: 2032-05-18

Description

本発明は、１以上のサーバから構成されるサーバシステムであって、１以上の画像形成装置の稼働保証に関する顧客との合意情報を記憶する第１の記憶手段と、前記画像形成装置から収集した前記画像形成装置の稼働履歴情報を記憶する第２の記憶手段と、前記顧客から前記画像形成装置が利用不可能である旨の連絡のあった日時を示すコール時刻を含むインシデント情報を記憶する第３の記憶手段と、前記合意情報に従い、前記顧客が前記画像形成装置を利用したいにも関わらず利用不可能であったとみなす期間を示すインシデント時間を、前記コール時刻および前記稼働履歴情報を用いて算出する処理手段と、
を有することを特徴とする。 The present invention is a server system composed of one or more servers, first storage means for storing agreement information with a customer regarding operation guarantee of one or more image forming apparatuses, and collected from the image forming apparatus A second storage unit that stores operation history information of the image forming apparatus; and a second storage unit that stores incident information including a call time indicating a date and time when the customer notifies that the image forming apparatus cannot be used. In accordance with the storage unit 3 and the agreement information, an incident time indicating a period in which the customer considers that the customer wants to use the image forming apparatus but cannot use it is obtained using the call time and the operation history information. Processing means for calculating;
It is characterized by having.

ネットワーク機器管理装置１０５は、Ｗｅｂサーバサービス４０６にインストールされた管理ユーティリティ４００を実行することで管理装置として機能する。管理ユーティリティ４００は、例えばＷｅｂサーバサービス４０６で提供するＷｅｂページへのリクエストに応答して処理を実行するプログラムとして実装されている。上記のように、管理ユーティリティ４００は、Ｗｅｂサーバサービス４０６とともにネットワーク機器１０２，１０３を管理するＷｅｂアプリケーションを実現している。 The network device management apparatus 105 functions as a management apparatus by executing the management utility 400 installed in the Web server service 406. The management utility 400 is implemented as a program that executes processing in response to a request for a Web page provided by the Web server service 406, for example. As described above, the management utility 400 implements a Web application that manages the network devices 102 and 103 together with the Web server service 406.

Claims

A server system composed of one or more servers,
First storage means for storing agreement information with a customer regarding operation guarantee of one or more image forming apparatuses;
Second storage means for storing operation history information of the image forming apparatus collected from the image forming apparatus;
Third storage means for storing incident information including a call time indicating a date and time when the customer has notified that the image forming apparatus cannot be used;
In accordance with the agreement information, a processing means for calculating an incident time indicating a period in which the customer considers that the customer wants to use the image forming apparatus but cannot use the image forming apparatus using the call time and the operation history information;
A server system comprising:

The processing means extracts an error of the image forming apparatus occurring at the call time from the operation history information, and sets a period from the call time to the date and time when all of the extracted errors are resolved as the incident time. The server system according to claim 1, wherein the server system is calculated as:

The processing unit extracts an error of the image forming apparatus that has occurred at the call time from the operation history information, and a period from the date and time when the extracted error occurred to the date and time when it has been resolved is defined as the incident time. The server system according to claim 1, wherein the server system is calculated.

The processing means extracts, from the operation history information, an error of the image forming apparatus that has occurred in a time from a certain time before the call time to the call time, and from the date and time when each of the extracted errors occurred. The server system according to claim 1, wherein a union of periods until the date and time resolved is calculated as the incident time.

The incident information includes the call time and the content of contact from the customer corresponding to the call time,
The processing means resumes within the calculated incident time among jobs of the image forming apparatus interrupted due to an error corresponding to a contact content from the customer corresponding to the call time among the extracted errors. Then, if there is a job that has been completed normally after that, the period after the date and time when the error corresponding to the contact details from the customer corresponding to the call time is eliminated is excluded from the calculated incident time. The server system according to any one of claims 2 to 4.

The agreement information includes a business time indicating a period during which the image forming apparatus should operate,
6. The server system according to claim 2, wherein the processing unit excludes a period other than the business time from the calculated incident time.

The agreement information includes a business time indicating a period during which the image forming apparatus should operate,
In the case where the job is canceled before the error related to the job is resolved, the processing means determines from the calculated incident time other than the business time after the date and time when the cancellation was performed. The server system according to claim 5, wherein a period is excluded.

The processing means, when a job that executes processing of the same user and the same document as the canceled job is re-executed, a period from the start date to the end date of the re-executed job, The server system according to claim 7, wherein the server system is added to the calculated incident time.

When an alternative machine for the image forming apparatus is provided to the customer, information indicating that the alternative machine is provided is stored in the third storage unit, and in the second storage unit, The operation history information of the alternative machine collected from the alternative machine is stored,
When the information indicating that the alternative device is provided is stored in the third storage unit, the processing unit determines from the calculated incident time that the alternative device has been normally terminated during the incident time. 9. The server system according to claim 2, wherein a period after the start date and time of the job is excluded.

The processing means extracts an error of the image forming apparatus occurring at the call time from the operation history information, and processes the same user and the same document as the job corresponding to the extracted error, and If a job whose function is restricted by the job is executed after the occurrence of the error, the period from the date when the job corresponding to the error was submitted to the date when the job with the restricted function was completed is The server system according to any one of claims 1 to 9, wherein a degeneration time indicated is calculated.

For each type of error that has occurred, there is provided a fourth storage means for storing information indicating a correspondence relationship between the type of job corresponding to the error and the type of job whose function is restricted by the job corresponding to the error. ,
The processing means determines whether or not a job whose function is more limited than the job corresponding to the extracted error is executed after the occurrence of the error, based on information stored in the fourth storage means. The server system according to claim 10.

A method for controlling a server system comprising one or more servers,
Agreement information with a customer regarding operation guarantee of one or more image forming apparatuses from one or more storage means provided in the server system, operation history information of the image forming apparatus collected from the image forming apparatus, the customer Obtaining a call time indicating a date and time when a notification indicating that the image forming apparatus cannot be used is received from,
According to the agreement information, calculating an incident time indicating a period in which the customer considers that the customer cannot use the image forming apparatus despite using the image forming apparatus, using the call time and the operation history information;
A control method characterized by comprising: