JP2015032117A - Server identification support program, method, and device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To facilitate identification of a server (work server) suitable for the work on a worker terminal.SOLUTION: When incident information in which a type of work is identified is received, a server suitable for the work is identified by referring to a storage unit for storing the type of work, user identification information, and a server suitable for the type of work, the user identification information, and the work in association (S63), information of the identified server is transmitted to a worker terminal which performs work related to the incident information (S64), then a computer is made perform processing.

Description

  The present invention relates to a server identification support program, a server identification support method, and a server identification support device.

  In the system operation management service business, the system operation manager is usually in charge of a plurality of companies with the same system configuration. The system operation manager outsources incident response work to the operation worker based on the procedure manual. When the customer incident occurs, the operation worker accesses (logs in) the customer's server from the shared management network environment and responds to the incident. Do work.

  On the other hand, conventionally, a technique related to a failure handling method when a failure notification including an identifier for identifying a model or device in which a failure has occurred is known (for example, see Patent Document 1).

  However, since the customer who uses the system managed by the system operation manager described above generally does not grasp the server configuration of the company system, it is not possible for the customer to specify the server and issue an incident. Usually not. For this reason, it is left to the operator to determine the server to work from the contents of the incident.

JP 2010-2111674 A

  The server to be accessed by the operation worker according to the work is determined, but information that can be referred to when the operation worker receives a failure notification (incident information) is limited to the content of the incident. Therefore, it is necessary to separately refer to a procedure manual prepared in advance in order to prevent an operation worker from mistakenly using a server that operates based on incident information.

  In one aspect, an object of the present invention is to provide a server identification support program, a server identification support method, and a server identification support device that can easily identify a work server in a worker terminal.

  In one aspect, the server identification support program receives incident information in which a work type is specified, related information that associates a work type stored in a storage unit with a user and a server, the work type, and the work type. This is a program for causing a computer to execute a process of identifying a work server based on the identification information of the user who has identified and transmitting the work server information to a worker terminal that performs work related to the incident information.

  In one aspect, the server identification support method includes a step of receiving incident information in which a work type is specified, related information that associates a work type stored in a storage unit with a user and a server, the work type, A server identification support method in which a computer executes a step of identifying a work server based on identification information of a user who has identified a work type, and a step of transmitting information on the work server to a worker terminal that performs work related to the incident information. It is.

  In one aspect, the server identification support device is stored in the storage unit that stores related information that associates the work type with the user and the server, the reception unit that receives incident information in which the work type is specified, and the storage unit. And the related information, the work type specified in the incident information received by the receiving unit, the specifying unit for specifying the work server based on the identification information of the user who specified the work type, and the information on the work server A transmission unit that transmits to a worker terminal that performs work related to incident information.

  It is possible to easily identify the work server in the worker terminal.

It is a figure showing roughly the composition of the operation management system concerning one embodiment. FIG. 2A is a diagram illustrating a hardware configuration of the management server, and FIG. 2B is a diagram illustrating a hardware configuration of the server. It is a functional block diagram of a server and a management server. It is a flowchart which shows an example of a process of a server. FIG. 5A is a diagram showing an example of the acceptance screen, FIG. 5B is a diagram showing an example of the data structure of the input data table, and FIG. 5C is information given to the incident. It is a figure which shows an example. It is a flowchart which shows an example of a process of a management server. It is a figure which shows an example of the data structure of an incident management table. FIG. 8A is a diagram illustrating an example of a notification screen, FIG. 8B is a diagram illustrating an example of a server access screen, and FIG. 8C is an example of a server selection screen. FIG. FIG. 9A is a diagram illustrating an example of the data structure of the work server table, and FIG. 9B is a diagram illustrating an example of an answer screen. Fig.10 (a) and FIG.10 (b) are the figures for demonstrating a modification.

  Hereinafter, an embodiment will be described in detail with reference to FIGS. FIG. 1 schematically shows a configuration of an operation management system 100 according to an embodiment.

  The operation management system 100 is a system that manages the operation of each company system such as the M company system 30 and the N company system 32. In this embodiment, the operation management system 100 is a system that manages the mail operation in each company system 30, 32. To do.

  As shown in FIG. 1, the operation management system 100 includes a management server 10 as a server identification support device, an administrator terminal 12, and an operator terminal 14. The management server 10, the administrator terminal 12, and the worker terminal 14 are connected to a network 22 such as a VPN (Virtual Private Network) or a LAN (Local Area Network). Each server 16 included in the M company system 30 and the N company system 32 is also connected to the network 22.

  The management server 10 is a server that manages the operation of mail in each company system 30, 32. In the present embodiment, the management server 10 manages the incident work by the operation worker particularly when an incident is issued by a user who uses the company systems 30 and 32. Incidents include various requests related to system use in addition to mail transmission / reception failures.

  FIG. 2A shows the hardware configuration of the management server 10. As shown in FIG. 2A, the management server 10 includes a CPU 90, a ROM 92, a RAM 94, a storage unit (HDD (Hard Disk Drive)) 96, a network interface 97, a portable storage medium drive 99, and the like. Each component of the management server 10 is connected to the bus 98. In the management server 10, a program (including a server identification support program) stored in the ROM 92 or the HDD 96, or a program (including a server identification support program) read from the portable storage medium 91 by the portable storage medium drive 99. When executed by the CPU 90, the function of each unit shown in FIG. 3 is realized.

  The administrator terminal 12 is a terminal used by a system operation manager who performs system operation management service work. The administrator terminal 12 is a PC (Personal Computer) or the like, and is used to create a work server table 62 by a system operation manager.

  The worker terminal 14 is a terminal used by an operation worker who performs work related to the system (such as work for responding to an incident) under the direction of the system operation manager. The worker terminal 14 is a PC or the like, displays a screen transmitted from the management server 10, accepts an input from an operation worker on the screen, and accesses the server 16 of each company system 30, 32. Used to perform incident response work.

  The M company network 30 and the N company network 32 include a plurality of servers 16 and a plurality of user terminals 18.

  The server 16 executes various processes. FIG. 2B shows the hardware configuration of the server 16. As shown in FIG. 2B, the server 16 includes a CPU 190, a ROM 192, a RAM 194, a storage unit (HDD) 196, a network interface 197, a portable storage medium drive 199, and the like. , Connected to the bus 198. In the server 16, the CPU 190 executes the program stored in the ROM 192 or the HDD 196 or the program read from the portable storage medium 191 by the portable storage medium drive 199, thereby realizing the functions of the respective units shown in FIG. The

  Next, functions of the server 16 and the management server 10 will be described with reference to FIG.

  As shown in FIG. 3, in the server 16, functions as the incident reception unit 40, the incident management / transmission unit 42, and the response reception unit 44 are realized by the CPU 190 executing a program. In the management server 10, the functions of the incident acquisition / notification unit 50, the server access unit 52, and the response transmission unit 54 as a reception unit are realized by the CPU 90 executing a program (including a server identification support program). Has been. 3 also shows an input data table 46 stored in the HDD 196 or the like, an incident management table 60 stored in the HDD 96 or the like, and a work server table 62 as a storage unit.

  The incident reception unit 40 transmits an incident reception screen (see FIG. 5A) to the user terminal 18 in response to a request from the user, and receives an incident input (issued) by the user on the user terminal 18 I do. The incident reception unit 40 stores the received incident in the input data table 46.

  Here, as shown in FIG. 5B, the input data table 46 includes “No.”, “Applicant”, “Work Name”, “Attachment”, “Destination”, “Work Type”, and “Reception”. Has a "day" field. In the “No.” field, an incident serial number is stored. In the “applicant” field, the name of the applicant of the incident (the user who issued the incident) is stored. The “work name” field stores the name of the work related to the incident. In the “attached material” field, when the user attaches an attached material to the incident, the name of the attached material is stored. In the “destination” field, the destination of the applicant of the incident is stored. The “work type” field stores the work type specified by the user. In the “reception date” field, the date on which the incident reception unit 40 has received an incident is stored.

  Returning to FIG. 3, the incident management / transmission unit 42 assigns a customer (user) identification ID and an incident name to the incident information received by the incident receiving unit 40. Further, the incident management / transmission unit 42 transmits the incident information, the assigned information, and the like to the incident acquisition / notification unit 50 of the management server 10.

  The response reception unit 44 receives the response (a document that notifies the completion of the incident work) transmitted from the management server 10 (response transmission unit 54), and transmits the response to the set destination (address). To do.

  When the incident acquisition / notification unit 50 receives an incident from the incident management / transmission unit 42 of the server 16, the incident acquisition / notification unit 50 stores information included in the incident in the incident management table 60. When the incident acquisition / notification unit 50 receives the incident, the incident acquisition / notification unit 50 notifies the worker terminal 14 that the incident has been issued (sends a notification screen in FIG. 8A).

  Here, the incident management table 60 has a data structure as shown in FIG. Specifically, as shown in FIG. 7, the incident management table 60 includes “incident”, “company name”, “work name”, “work type”, “attachment”, “access server”, “answer”. , “Destination”, “answer date”, and “status” fields.

  In the “incident” field, the name of the incident assigned by the incident management / transmission unit 42 is stored. In the “company name” field, the name or abbreviation of the company to which the user who issued the incident belongs is stored. The name of the work related to the incident is stored in the “work name” field. The “work type” field stores the work type selected by the user who issued the incident. In the “attached material” field, the name of the material attached to the incident is stored. The “access server” field stores a URL used to access a server (work server) suitable for work related to an incident. In the “answer” field, the name of the answer file created in the worker terminal 14 is stored. In the “destination” field, the mail address of the reply destination (that is, the destination of the incident issuer) is stored. In the “answer date” field, the answer date is stored. In the “status” field, information such as “answered” and “accepted” is stored.

  Returning to FIG. 3, the server access unit 52 executes various processes related to access from the worker terminal 14 to the server that performs the work. Specifically, the server access unit 52 exchanges with the worker terminal 14 and executes processing according to the screen operation from the worker terminal 14. The server access unit 52 provides the worker terminal 14 with information on one or more servers (work servers) suitable for performing incident response work based on the work server table 62, The access to the server selected by the operator from the terminal 14 is made possible.

  Here, in the work server table 62, as shown in FIG. 9A, it is assumed that a server (work server) suitable for work is defined corresponding to the customer ID and work type. It is assumed that the work server table 62 is created and updated by a system operation manager who uses the management server 10 based on past cases and the like.

  The response transmission unit 54 transmits a response transmission screen (response screen) as shown in FIG. 9B to the worker terminal 14 or in response to a response transmission request from the worker terminal 14. The answer is transmitted to the user terminal 18 via the server 16.

  Next, the processing of the server 16 and the processing of the management server 10 will be described along the flowcharts of FIGS. 4 and 6.

  FIG. 4 shows the processing of the server 16 in a flowchart. In the process of FIG. 4, first, in step S <b> 10, the incident reception unit 40 waits until there is an incident input request. In this case, in the user terminal 18, the process proceeds to step S <b> 12 when there is an incident input request from the user using the user terminal 18.

  When the process proceeds to step S <b> 12, the incident reception unit 40 transmits the data on the reception screen to the user terminal 18. In this case, the user terminal 18 displays a reception screen (see FIG. 5A) on the display. In the reception screen, the user can select a work type ("work A" to "work E" and "others" in FIG. 5A), and can specify a work name and work content in a free format. You can fill in. Further, the user can transmit incident information to the incident reception unit 40 of the server 16 by pressing a “Send” button 102 on the reception screen.

  Next, in step S14, the incident reception unit 40 stands by until the “send” button 102 on the reception screen is pressed by the user. In this case, when the user presses the “Send” button 102, the incident reception unit 40 proceeds to Step S16.

  When the process proceeds to step S <b> 16, the incident reception unit 40 receives the incident transmitted from the user terminal 18. In this case, the incident reception unit 40 stores the received incident in the input data table 46 in FIG. 5B (when the incident in FIG. 5A is received, No. = 110 in FIG. 5B). Data is stored).

  Next, in step S <b> 18, the incident management / transmission unit 42 assigns a customer (user) identification ID and a work type to the incident received by the incident receiving unit 40. For example, the incident management / transmission unit 42 assigns a customer (user) identification ID as shown in FIG. 5C to the received incident (No. = 110). In addition, the incident management / transmission unit 42 sets the identification ID No. as the incident name. Give the name with the.

  Next, in step S <b> 20, the incident management / transmission unit 42 transmits incident information to the management server 10. Specifically, the incident management / transmission unit 42 includes the information of FIG. 5C and the information of FIG. 5A together with the information of the newly received incident (No. = 110) included in FIG. The contents input on the screen are also transmitted to the management server 10 (incident acquisition / notification unit 50).

  Next, processing of the management server 10 will be described along the flowchart of FIG.

  In the process of FIG. 6, first, in step S50, the incident acquisition / notification unit 50 waits until incident information is transmitted from the server 16 side. That is, the incident acquisition / notification unit 50 waits until the process of step S20 of FIG. 4 is performed, and proceeds to step S52 when the process of step S20 is performed.

  In step S52, the incident acquisition / notification unit 50 stores the acquired incident information in the incident management table 60 (FIG. 7) and notifies the worker terminal 14 thereof. For example, when the incident acquisition / notification unit 50 acquires information on the incident “NFM 110”, the third record from the top in FIG. 7 is stored in the incident management table 60. The incident acquisition / notification unit 50 transmits a notification screen as shown in FIG. 8A to the worker terminal 14. The screen in FIG. 8A is a screen created by the incident acquisition / notification unit 50 based on the incident information stored in the incident management table 60 in FIG.

  Next, in step S54, the server access unit 52 stands by until the operation worker using the worker terminal 14 clicks the URL in the screen of FIG. The server access unit 52 proceeds to step S56 when the operation worker clicks the URL.

  In step S56, the server access unit 52 transmits the incident management table 60 (FIG. 7) to the worker terminal 14. In this case, the worker terminal 14 displays the received incident management table 60 on the display. Here, it is assumed that the operation worker selects (clicks) the “work name” field of the incident to be worked in the displayed incident management table 60. Note that the server access unit 52 does not have to transmit all the records of the incident management table 60 in step S56. For example, the server access unit 52 may transmit only a record that has not been completed (a record with an empty “answer date” field). Moreover, the server access part 52 does not need to transmit all the fields of the incident management table 60 in step S56. For example, the server access unit 52 may transmit the minimum necessary fields (for example, fields other than “answer”, “destination”, “answer date”, and “status”).

  Next, in step S58, the server access unit 52 waits until the “work name” is clicked by the operation worker, and when clicked, the server access unit 52 proceeds to step S60.

  If transfering it to step S60, the server access part 52 will produce | generate a server access screen based on the content input into the incident management table 60 and the screen of Fig.5 (a), and will transmit to the worker terminal 14. FIG. The worker terminal 14 displays the received server access screen on the display. Here, it is assumed that the server access screen is a screen as shown in FIG. 8B, and the operator clicks the URL on the screen of FIG.

  Next, in step S62, the server access unit 52 waits until the URL is clicked on the screen of FIG. 8B, and proceeds to step S63 when the URL is clicked.

  If transfering it to step S63, the server access part 52 will specify the server (work server) suitable for work. Specifically, the server access unit 52 refers to the work server table 62 shown in FIG. 9A and specifies a work server (a server suitable for work) corresponding to the user identification ID and work type. For example, when the identification ID is “NFM” and the work type is “work D”, EX01, EX02, EX03, and BK01 are specified as work servers (servers suitable for work).

  Next, in step S64, the server access unit 52 generates a server selection screen (see FIG. 8C) based on the server specified in step S63, and transmits the server selection screen to the worker terminal 14. The worker terminal 14 displays the received server selection screen on the display. Here, in the server selection screen of FIG. 8C, a server other than the server specified in step S63 is displayed in a state where it cannot be selected (a state with a strikethrough). As a result, it is possible to prevent an operation worker from selecting a server that is not suitable for work by mistake. However, the present invention is not limited to this, and the servers other than the server specified in step S63 may be grayed out on the server selection screen. In the server selection screen in FIG. 8C, servers are displayed in the order described in the work server table 62.

  In the next step S66, the server access unit 52 waits until one of the servers on the server selection screen is selected by the operator. Then, when the operation worker selects the server, the server access unit 52 proceeds to the next step S68 and enables access to the selected server from the worker terminal 14. Thereafter, the operation worker accesses the server from the worker terminal 14 and executes incident response processing (in the case of an incident in FIG. 8B, authority setting for a schedule). In this case, the operation worker can appropriately download and browse the attached material stored in the incident management table 60.

  It is assumed that the operation worker inputs a reply request from the worker terminal 14 in order to notify the user that the work is completed after the work is completed. Here, the input of the response request can be performed by, for example, clicking on the “response” field of the incident management table 60 (FIG. 7). In the incident management table 60 of FIG. 7, the clickable “answer” field may be limited. That is, for example, only the “answer” field of the incident that has been processed may be displayed in a selectable state.

  After step S68 in FIG. 6, in step S70, the answer transmission unit 54 waits until an answer request is input from the user. When an answer request is input from the user, the answer transmission unit 54 transmits an answer screen as shown in FIG. 9B to the worker terminal 14 in step S72. In this case, the response transmission unit 54 generates a response screen by appropriately editing the standard text input in advance with the incident information, and transmits the response screen to the worker terminal 14. Note that the address of the transmission destination is also set on the response screen based on the incident information. The operation worker modifies the contents of the answer screen as appropriate, and then issues a transmission request.

  After step S72, the reply transmission unit 54 waits until there is a reply transmission request in step S74. If there is a response transmission request, in step S76, the response transmission unit 54 transmits the response to the transmission destination set in the response via the server 16 (response reception unit 44). As a result, a message (answer) such as work completion can be confirmed on the user terminal 18 of the user who issued the incident. Note that the response transmission unit 54 updates the “response date” and “status” fields of the incident management table 60 at the stage of transmitting the response.

  As can be seen from the above description, the server access unit 52 of this embodiment functions as a specifying unit that specifies a work server and a transmission unit that transmits information on the work server specified by the specifying unit to the worker terminal 14. Is realized. The server access unit 52 also has a function as an access processing unit that enables access from the worker terminal 14 to the selected work server based on the information of the work server selected at the worker terminal 14. It has been realized. Further, the reply transmission unit 54 realizes a function as a restriction unit that restricts the reply transmission destination regarding work from the worker terminal 14 to the user who issued the incident.

  As described above in detail, according to the present embodiment, when the incident acquisition / notification unit 50 receives incident information in which the work type is specified (S16), the server access unit 52 determines the work type, the identification ID, and the like. The server (work server) suitable for work is identified by referring to the work server table 62 that stores the work type and identification ID in association with the server (work server) suitable for work (S63). A server selection screen (FIG. 8C) including information on the work server is transmitted to the worker terminal 14 (S64). Thereby, in this embodiment, the operation worker who browsed the server selection screen can easily identify the work server of the work type specified by the user. In addition, since it is not necessary for the operation worker to use a procedure manual prepared in advance so as not to mistake the server to be accessed, it is possible to reduce the man-hours and burden of the operation worker. In this embodiment, since the management server 10 that manages a plurality of company systems 30 and 32 executes the above-described processing, the company systems 30 and 32 have the same or similar system configuration. Thus, it is particularly effective when there is a high possibility that the operator should make a mistake in the server on which to operate.

  Further, according to the present embodiment, the server access unit 52 enables access from the worker terminal 14 to the selected server 16 based on the information of the server 16 selected at the worker terminal 14. As a result, the operation worker can perform the incident work on the server suitable for the selected work.

  In the present embodiment, the answer transmission unit 54 automatically sets the answer transmission destination for the work from the worker terminal 14 to the user who issued the incident (S72). Can be prevented.

  Further, in the present embodiment, since responses can be transmitted / received via the network 22 without going through an external network such as the Internet, security can be improved. In this embodiment, since the operation worker performs work via the management server 10, the management server 10 can leave the operation log of the operation worker. This makes it possible to strengthen monitoring for dealing with unauthorized access and the like.

  In the above embodiment, the case where a plurality of servers are displayed in the order described in the work server table 62 (FIG. 9A) on the server selection screen (FIG. 8C) has been described. It is not limited. For example, on the server selection screen, the servers may be displayed in order according to the operating status (for example, in ascending order of workload). By doing in this way, the operation worker can preferentially select a server with a low load among servers suitable for work. Note that the server access unit 52 may display only the server with the highest priority (for example, the server with the low workload) among the plurality of servers suitable for work on the server selection screen. Further, on the server selection screen, in order to avoid access to the server with the same ID, the ID of the user who uses the server may be displayed.

  In the above embodiment, a case has been described in which a server that is not suitable for work is displayed in a state where it cannot be selected on the server selection screen (FIG. 8C), but the present invention is not limited to this. For example, when there is a server in which the number of accessing users reaches the upper limit, the server may be displayed in a state in which the server cannot be selected on the server selection screen.

  In the above embodiment, the server access unit 52 has been described with reference to the work server table 62 as shown in FIG. 9A. However, the present invention is not limited to this. For example, the server access unit 52 may specify a work server using a work type table as shown in FIG. 10A and a server type table as shown in FIG. In this case, the server access unit 52 refers to the work type table in FIG. 10A to extract the server type corresponding to the work type specified by the user, and also refers to the server type table in FIG. Then, the server type (server name) corresponding to the extracted server type and the user identification ID is specified as the work server. Even in this case, as in the above-described embodiment, the operation worker can easily identify the work server. Moreover, even if the number of types of servers increases with the configuration change of each company system, it is only necessary to add servers to the server type table in FIG. 10B, so that the burden of table management by the administrator is reduced. Can do.

  The server access unit 52 may change the description order of the work servers in the work server table 62 in accordance with the frequency selected by the operation worker. In this way, when the display order of the server selection screen is determined according to the description order of the work server table 62 as in the above embodiment, the server names are displayed in the order in which they are frequently selected on the server selection screen. be able to. In the above embodiment, when the user selects the work type “Other” and when the operation worker selects one server from the server selection screen, the reception screen shown in FIG. The work contents described and the selected server may be associated with each other and stored in the work server table 62.

  In the above embodiment, the answer receiving unit 44 may check whether the answer is transmitted to the correct destination based on the input data table 46.

  In the above embodiment, there may be a plurality of worker terminals 14. In this case, a worker terminal may be assigned to the incident content, or a worker terminal may be assigned to each user or each company system.

  The above processing functions can be realized by a computer. In that case, a program describing the processing contents of the functions that the processing apparatus should have is provided. By executing the program on a computer, the above processing functions are realized on the computer. The program describing the processing contents can be recorded on a computer-readable recording medium (except for a carrier wave).

  When the program is distributed, for example, it is sold in the form of a portable recording medium such as a DVD (Digital Versatile Disc) or a CD-ROM (Compact Disc Read Only Memory) on which the program is recorded. It is also possible to store the program in a storage device of a server computer and transfer the program from the server computer to another computer via a network.

  The computer that executes the program stores, for example, the program recorded on the portable recording medium or the program transferred from the server computer in its own storage device. Then, the computer reads the program from its own storage device and executes processing according to the program. The computer can also read the program directly from the portable recording medium and execute processing according to the program. Further, each time the program is transferred from the server computer, the computer can sequentially execute processing according to the received program.

  The above-described embodiment is an example of a preferred embodiment of the present invention. However, the present invention is not limited to this, and various modifications can be made without departing from the scope of the present invention.

In addition, the following additional remarks are disclosed regarding description of the above embodiment.
(Appendix 1) Accepting incident information with identified work type,
Identifying the work server based on the work type stored in the storage unit, the related information associating the user and the server, the work type, and the identification information of the user who specified the work type,
A server identification support program for causing a computer to execute processing for transmitting information on the work server to a worker terminal that performs work related to the incident information.
(Additional remark 2) Based on the information of the work server selected in the said worker terminal, making the said computer further perform the process which enables access from the said worker terminal to the selected said work server. The server identification support program according to appendix 1, which is characterized by the following.
(Additional remark 3) The server identification assistance program of Additional remark 1 or 2 which makes the said computer further perform the process which restrict | limits the reply transmission destination regarding the work from the said worker terminal to the user who specified the said work classification .
(Supplementary Note 4) When a plurality of work servers are specified in the specifying process,
4. The server identification support program according to any one of appendices 1 to 3, wherein in the process of transmitting, information obtained by ordering the work servers is transmitted in accordance with the specified operating statuses of the plurality of work servers.
(Additional remark 5) The process which updates the information memorize | stored in the said memory | storage part further based on the selection result of the work server in the said worker terminal is further performed in any one of Additional remark 1-4 characterized by the above-mentioned. The server identification support program described.
(Appendix 6) A step of receiving incident information in which a work type is specified;
A process of identifying a work server based on related information that associates a work type stored in a storage unit with a user and a server, the work type, and identification information of a user who has identified the work type;
A server identification support method, wherein the computer executes a step of transmitting information on the work server to a worker terminal that performs work related to the incident information.
(Supplementary Note 7) The computer further executes a step of enabling access from the worker terminal to the selected work server based on information on the work server selected by the worker terminal. The server identification support method according to appendix 6.
(Supplementary note 8) The server identification support method according to supplementary note 6 or 7, wherein the computer further executes a step of restricting a reply transmission destination related to the work from the worker terminal to the user who specified the work type. .
(Supplementary Note 9) When a plurality of work servers are specified in the specifying step,
9. The server identification support method according to any one of appendices 6 to 8, wherein in the transmitting step, information in which each work server is ordered according to the identified operating statuses of the plurality of work servers is transmitted.
(Additional remark 10) The said computer further performs the process of updating the information memorize | stored in the said memory | storage part based on the selection result of the work server in the said operator terminal in any one of additional remark 6-9 characterized by the above-mentioned. The server identification support method described.
(Supplementary Note 11) A storage unit that stores related information that associates a work type, a user, and a server;
A reception unit for receiving incident information in which a work type is specified;
The related information stored in the storage unit, the work type specified in the incident information received by the receiving unit, and a specifying unit for specifying a work server based on identification information of a user who specified the work type;
A server identification support apparatus comprising: a transmission unit that transmits information on the work server to a worker terminal that performs work related to the incident information.
(Supplementary note 12) The supplementary note 11, further comprising: an access processing unit that enables access from the worker terminal to the selected work server based on information on the work server selected by the worker terminal. Server identification support device.
(Additional remark 13) The server identification assistance apparatus of Additional remark 11 or 12 further provided with the restriction | limiting part which restrict | limits the reply transmission destination regarding the work from the said worker terminal to the user who specified the said work classification.
(Supplementary Note 14) When the specifying unit specifies a plurality of work servers,
14. The server identification support device according to any one of appendices 11 to 13, wherein the transmission unit transmits information in which each work server is ordered according to the identified operating statuses of the plurality of work servers.
(Additional remark 15) The server identification assistance apparatus in any one of Additional remarks 11-14 further provided with the update part which updates the information memorize | stored in the said memory | storage part based on the selection performance of the work server in the said worker terminal.

10 Management server (server identification support device)
14 Worker terminal 50 Incident acquisition / notification unit (reception unit)
52 Server access part (identification part, transmission part, access processing part, update part)
54 Response sending part (restriction part)
62 Work server table (storage unit)
90 CPU (computer)

Claims (7)

Accept incident information with identified work type,
Identifying the work server based on the work type stored in the storage unit, the related information associating the user and the server, the work type, and the identification information of the user who specified the work type,
A server identification support program for causing a computer to execute processing for transmitting information on the work server to a worker terminal that performs work related to the incident information.   The computer further causes the computer to execute a process for enabling access from the worker terminal to the selected work server based on information on the work server selected by the worker terminal. Item 8. A server identification support program according to Item 1.   3. The server identification support program according to claim 1, further causing the computer to execute a process of limiting an answer transmission destination related to work from the worker terminal to a user who specified the work type. 4. When a plurality of work servers are specified in the specifying process,
The server identification support program according to any one of claims 1 to 3, wherein, in the process of transmitting, information in which each work server is ordered according to the identified operating statuses of the plurality of work servers is transmitted. .   5. The computer according to claim 1, further causing the computer to execute a process of updating information stored in the storage unit based on a selection record of a work server in the worker terminal. Server identification support program. A process of receiving incident information in which a work type is specified;
A process of identifying a work server based on related information that associates a work type stored in a storage unit with a user and a server, the work type, and identification information of a user who has identified the work type;
A server identification support method, wherein the computer executes a step of transmitting information on the work server to a worker terminal that performs work related to the incident information. A storage unit for storing related information that associates a work type with a user and a server;
A reception unit for receiving incident information in which a work type is specified;
The related information stored in the storage unit, the work type specified in the incident information received by the receiving unit, and a specifying unit for specifying a work server based on identification information of a user who specified the work type;
A server identification support apparatus comprising: a transmission unit that transmits information on the work server to a worker terminal that performs work related to the incident information.

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