JP2017220086A - Failure information collection system, information processing device, failure information collection device, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make it possible to detect which apparatus has a failure in a plurality of apparatuses by using a submitted article from a user.SOLUTION: A job instruction part 110 of a portable terminal 100 acquires an apparatus ID (identification information) of an apparatus 300 from an apparatus management system 200, and registers the apparatus ID in an ID holding part 122 in designating the apparatus 300 to be used to issue a job request. A submission processing part 120 adds the apparatus ID in the ID holding part 122 to an article of a failure report submitted to an information sharing system 400 by a user. A failure information collection part 220 collects article groups from the information sharing system 400, and searches articles including the apparatus ID and a failure keyword from the article groups. Then, failure information including the apparatus ID and the failure keyword in the searched articles is generated, and registered in a failure information storage part 228.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a failure information collection system, an information processing device, a failure information collection device, and a program.

  Conventionally, failure of the device detected by a device such as a printer is collected in a central system, and information on the failure is provided to a person in charge of the failure.

  Patent Document 1 discloses a system that collects failure information of a plurality of managed devices, and controls distribution of jobs (processing instructions) to the devices according to the collected failure information.

  Patent Document 2 discloses a system for detecting occurrence of a failure in a communication infrastructure or the like. This system includes a posted text acquisition unit that acquires a posted text including a keyword to be detected every unit time, and when the number of posts at the current time increases by a predetermined threshold or more than the number of posts in the past predetermined time. , An abnormality detection means for detecting the occurrence of abnormality, and an abnormality detection notification means for notifying the operator of “abnormality detection”.

Japanese Patent Laying-Open No. 2015-114708 JP 2014-10511 A

  A method of detecting the occurrence of a failure by the number of posts including a keyword or the like that suggests the occurrence of the failure is suitable for detecting a failure of a system such as an infrastructure used by many users. However, this method cannot be used to detect which of the plurality of devices has failed.

  An object of the present invention is to make it possible to detect which of a plurality of devices has failed using a posted article from a user.

  The invention according to claim 1 includes a terminal operated by a user and a failure information collection device, wherein the terminal acquires an acquisition unit that acquires device identification information of a usage destination device, and the usage destination device has a fault. Posting means for posting to the information sharing system together with the device identification information acquired by the acquisition means, and the failure information collection device includes a group of articles posted to the information sharing system. Search means for searching for information including information content indicating failure occurrence and device identification information, failure content specified from the information content indicating failure occurrence in the article searched by the search means, and in the article And a failure recording means for recording failure information including the device identification information.

  According to a second aspect of the present invention, the terminal further includes means for transmitting an instruction for processing to be executed by the device at the usage destination, and the acquisition means is configured to transmit the instruction for the usage destination in response to transmission of the instruction for the processing. The device identification information of the device is acquired, the acquired device identification information is stored in a storage unit, and the posting unit stores the device identification information stored in the storage unit with respect to the content of an article input by a user. The failure information collection system according to claim 1, wherein the article to be posted to the information sharing system is generated by addition.

  According to a third aspect of the present invention, the failure information collection device includes, for the processing performed by the device, device identification information of the device, user identification information of a user who has instructed the processing, and a history of execution of the processing. History acquisition means for acquiring information, and the failure recording means is included in the article and user identification information of the poster of the article searched by the search means from the history information acquired by the history acquisition means The history information including a set with the device identification information is obtained, and the failure information including the execution date and time included in the obtained history information as the occurrence date and time of the specified failure content is recorded. The failure information collection system according to 1 or 2.

  The invention according to claim 4 is characterized in that the acquisition means further acquires identification information of processing instructed from the terminal to the use destination device, and the posting means adds to the article to be posted to the information sharing system. On the other hand, the identification information of the process acquired by the acquisition unit is added, and the failure information collection device includes history information including the identification information of the process and the execution date and time of the process for the process performed by the device. A history acquisition unit that acquires the history information including identification information of the process included in the article searched by the search unit from the history information acquired by the history information acquisition unit. The failure information collection according to claim 1, wherein the failure information including the execution date and time included in the obtained history information as an occurrence date and time of the specified failure content is recorded. It is a stem.

  The invention according to claim 5 is characterized in that the posting means presents a failure content option, accepts a selection from the user, and posts an article including information on the selected failure content to the information sharing system. The fault information collection system according to any one of claims 1 to 4.

  According to a sixth aspect of the present invention, an acquisition unit that acquires device identification information of a usage destination device and an article that indicates that a failure has occurred in the usage destination device, together with the device identification information that the acquisition unit has acquired. An information processing apparatus having posting means for posting to an information sharing system.

  According to a seventh aspect of the present invention, there is provided an acquisition unit that acquires a device identification information of a device at a usage destination, and the device identification acquired by the acquisition unit at an article indicating that a failure has occurred in the device at the usage destination. This is a program for functioning as posting means for posting to an information sharing system together with information.

  According to an eighth aspect of the present invention, there is provided: search means for searching for information including information content indicating failure occurrence and device identification information from a group of articles posted to the information sharing system; and in the articles searched by the search means A failure information collecting device including means for registering the failure content obtained from the information content indicating the occurrence of the failure in the failure information recording device in association with the device identification information in the article.

  The invention according to claim 9 is a search means for searching for information including information content indicating device failure and device identification information from a group of articles posted to the information sharing system, and an article searched by the search means. It is a program for functioning as a means for registering the failure content obtained from the information content indicating the failure occurrence in the failure information recording device in association with the device identification information in the article.

  According to the first and sixth to ninth aspects of the present invention, it is possible to detect which of the plurality of devices has failed using an article posted by the user.

  According to the second aspect of the present invention, the device identification information of the device that executes the instructed process can be automatically incorporated into an article posted after the instruction.

  According to the invention described in claim 3 or 4, the date and time when the process is executed, which is considered to be closer to the failure occurrence date and time than the article posting date and time, can be recorded as the failure occurrence date and time.

  According to the fifth aspect of the present invention, it is possible to reduce the input labor as compared with the case where the user inputs the failure content by inputting characters into the article.

It is a figure which shows the example of the system configuration | structure of embodiment. It is a figure which shows the example of the apparatus information which a job management part hold | maintains. It is a figure which shows the example of the item of the log | history information which a job management part records. It is a figure which shows the example of the item of the article which an article collection part collects from an information sharing system. It is a figure which shows the example of a failure keyword. It is a figure which shows the example of the item of the failure information which a failure information storage part stores. It is a figure which shows the example of the process which the job instruction part of a portable terminal performs. It is a figure which shows the example of the process which the posting process part of a portable terminal performs. It is a figure which shows the example of the process which a failure information collection part performs. It is a figure which shows another example of the process which a failure information collection part performs.

  With reference to FIG. 1, the system configuration of this embodiment is illustrated.

  The system of this embodiment includes a portable terminal 100 carried by a user, a device management system 200 that manages a plurality of devices 300, and an information sharing system 400.

  The device 300 is a device that provides several processing services to a user. The processing service provided by the device 300 is not particularly limited. Examples of processing services include printing, scanning, copying, facsimile transmission, a combination of these and various information processing (for example, character recognition processing for scanned images), or a user terminal (for example, portable terminal 100). There is information processing for data.

  The information sharing system 400 accepts posting of an article from a user, stores the received article, and provides it to the user and other users. For example, examples of the information sharing system 400 include SNS (social networking service) systems such as twitter (trademark) and Facebook (trademark). The information sharing system 400 may be a service on the Internet such as twitter, or may be a service accessible only from a network in an organization such as an intranet. For example, when an information sharing system 400 having a function similar to twitter or the like is operated in the organization to share information in the organization, in the present embodiment, the existing information sharing system 400 is used. Information on the occurrence of a failure in the group of devices 300 may be collected.

  The portable terminal 100 is an information processing terminal carried by a user, and includes a job instruction unit 110 and a posting processing unit 120 as functional modules related to this embodiment.

  The job instruction unit 110 performs information processing for using the processing service of the device 300. The job instruction unit 110 receives a selection of a processing service to be used from a user and input of various setting information about the processing service, and transmits a job request including the selection result and setting information to the device 300. However, the example in FIG. 1 is merely an example, but the device management system 200 accepts a job request from the job instruction unit 110, and a job request is sent from the device management system 200 to the device 300 to be used. Transferred. Note that “job” refers to a processing service executed by the device 300 in response to a request (job request) from a user.

  The job instruction unit 110 includes an ID acquisition unit 112. The ID acquisition unit 112 acquires a device ID that is identification information of the device 300 that executes the job request. In the example of FIG. 1, the job instruction unit 110 designates the device 300 to be used and sends a job request to the device management system 200, so the device ID is acquired from the device management system 200. When the job instruction unit 110 sends a job request directly to the device 300 (that is, not via the device management system 200), the ID acquisition unit 112 acquires a device ID from the device 300. The ID acquisition unit 112 notifies the post processing unit 120 of the acquired device ID.

  When a failure occurs in the device 300 that has made a job request from the mobile terminal 100, the posting processing unit 120 executes processing for the user to post an article about the failure to the information sharing system 400. Post processing unit 120 displays a post article input screen on the screen of mobile terminal 100, accepts an input of an article from the user, and posts post information including the input article to information sharing system 400.

  The post processing unit 120 includes an ID holding unit 122 and an ID adding unit 124. The ID holding unit 122 holds the device ID notified from the ID acquisition unit 112. For example, when the device ID is notified from the ID acquisition unit 112, the ID holding unit 122 overwrites the device ID that has been held so far with the notified device ID. In other words, in this example, the ID holding unit 122 holds the most recently notified device ID. As another example, the ID holding unit 122 may hold the notified device ID for a period of a predetermined length, and delete it after the period has elapsed. In addition, there may be an example in which the device ID that the ID holding unit 122 can hold is not limited to one, and in this example, among the plurality of device IDs held in the ID holding unit 122 when a failure report to be described later is posted. The user may select the ID of the device in which the failure related to the current failure report has occurred.

  The ID adding unit 124 adds the device ID held in the ID holding unit 122 to the posting information including the trouble report article input by the user. The method of adding the device ID may be any method as long as the device management system 200 can recognize the device ID from the posted information. For example, the device ID may be added in a form that can be identified as a device ID (for example, a form in which the device ID is sandwiched between special symbols) in the text of a posted article, or additional information (for example, a form that is different from the text) (Metadata or tag information) may be associated with the text. For example, when a twitter (trademark) or a similar SNS (social networking service) system is used as the information sharing system 400, the device ID may be added as a hash tag to the text of the posted article.

  The post processing unit 120 may include a failure name adding unit 126. The failure name adding unit 126 presents failure name choices on a posted article input screen using, for example, a GUI (graphical user interface) such as a pull-down menu, and accepts a failure name selection recognized by the user. Then, the selected failure name is added to the posted information including the article input by the user. The addition method may be the same as the case of adding a device ID by the ID adding unit 124.

  The job instruction unit 110 and the post processing unit 120 described above are functions of application software (hereinafter, abbreviated as “application”) executed by a processor such as a CPU (Central Processing Unit) built in the mobile terminal 100, for example. Realized. As an example, a device use application that provides a UI (user interface) for using the device 300 group (and the device management system 200 that manages it) provides both functions of the job instruction unit 110 and the post processing unit 120. Also good. In this case, for example, a GUI button for calling a posting screen when a device failure occurs is displayed on the UI screen provided by the device utilization application, and when the user presses this button with a finger, the posting processing unit 120 performs the above processing function. Execute. Further, an SNS application for posting to the information sharing system 400 may exist separately from the device use application. In this case, when the user submits a trouble report posting button, the posting processing unit 120 of the device using application activates the SNS application, and tags the device ID held in the ID holding unit 122 with respect to the SNS application, for example. Pass as information. When the user inputs a failure report article on the input screen of the activated SNS application and issues a transmission instruction, posted article information including the article and the device ID is transmitted to the information sharing system 400.

  The device management system 200 is a system that manages the device 300 group. The device management system 200 includes a job management unit 210 and a failure information collection unit 220.

  The job management unit 210 receives a job request from the user and sends the job request to the device 300 for processing. The user 300 may select the job request destination device 300 or the job management unit 210 may select it. In the latter case, the device management system 200 provides the user with information indicating which device 300 has been selected.

  The job management unit 210 holds information about the device 300 under management (referred to as “device information”). FIG. 2 shows an example of device information. In this example, the device information includes device ID, IP address, installation location, and model name information. The device ID is unique identification information given to the device 300. An IP (Internet Protocol) address is used when communicating with the device 300. The device information may not include all the items illustrated in FIG. 2 or may include items other than the illustrated items.

  The job management unit 210 stores history information indicating a processing history for a job request received from a user. FIG. 3 shows an example of items included in the history information. In this example, the job history information includes the device ID of the device 300 used in the job (“used device ID”), the execution date and time of the job (“used date”), and the ID of the user who instructed the job ( 3 includes items such as “user who used.” Of course, not all items illustrated in FIG.3 may be included, or items other than the items illustrated may be included. The history information may include the type of processing (for example, printing, scanning, facsimile transmission, etc.), identification information uniquely assigned to the job (referred to as job ID), and the like.

  The failure information collection unit 220 collects information on the occurrence of failure for the group of devices 300 under management from the posted articles in the information sharing system 400. Note that collecting information on a failure detected by the device 300 itself has been performed in the past, and the failure information collection unit 220 further includes such a conventional mechanism. It may be. In the following, we will focus on the function that collects failure information from posted articles.

  The failure information collection unit 220 includes an article collection unit 222, an article analysis unit 224, a failure device identification unit 226, and a failure information storage unit 228.

  The article collection unit 222 collects articles from the information sharing system 400. An example of information of each article collected by the article collection unit 222 from the information sharing system 400 is shown in FIG. In the example of FIG. 4, the article collection unit 222 collects the posting date, tag information, poster information, and posted article text among the information items of each article stored in the information sharing system 400. The poster information is the user ID of the user who posted the article. The posted article body may include text, images, links (URLs, etc.). This example is an example in which the posting processing unit 120 of the mobile terminal 100 incorporates the device ID of the device 300 in the posted article data in the form of tag information.

  The article analysis unit 224 analyzes each article collected by the article collection unit 222 and obtains an article including information on the occurrence of a failure. For example, the article analysis unit 224 searches the collected article group for an article including a device ID and a keyword indicating a failure.

  An example of a keyword indicating a failure searched by the article analysis unit 224 is shown in FIG. In FIG. 5, “blur”, “missing”, “out of toner”, and the like are illustrated as keywords. The article analysis unit 224 searches for articles including any of such preset keyword groups. Note that the search is not limited to those that completely match the set failure keyword group, and the search may be performed by expanding the range of words or phrases that are similar to each of the failure keywords.

  Further, the article analysis unit 224 may determine whether or not the article indicates the occurrence of a failure with respect to the device 300 using a more advanced natural language analysis technique. For example, even if an article contains the keyword “faint”, if the content of the entire article is “hashed yesterday, but is resolved today”, this article does not indicate a failure. Judge that there is no.

  As another example, when the posting processing unit 120 causes the user to select a keyword option indicating the type of failure and incorporates the selection result into article data in a predetermined format such as tag information, the article analysis unit 224 Can extract the keyword of the failure from the article according to the format.

  Further, the article analysis unit 224 extracts the device ID from the collected tag information of the article (in the case where the posting processing unit 120 incorporates the device ID of the device 300 into the tag information of the article). In addition, when the posting processing unit 120 is configured to include the device ID in the text of the posted article, the article analysis unit 224 searches for a character string according to the format of the device ID from the article text, so that the device ID is obtained. Extract it.

  When the article analysis unit 224 finds an article including a device ID and a body content indicating a failure content (for example, a failure keyword or a similar or related phrase) from the collected article group as described above, from the article Fault information is generated and registered in the fault information storage unit 228.

  As another example, the article analysis unit 224 acquires information on the device 300 corresponding to the device ID extracted from the article by the failure device identification unit 226, the acquired information, the failure keyword extracted from the article, and the like. May be created and registered in the failure information storage unit 228. For example, the faulty device identification unit 226 inquires the job management unit 210 about the device ID information notified from the article analysis unit 224. The job management unit 210 sets the location of the device 300 corresponding to the device ID to be inquired, information on the model name (see FIG. 2), and each status item of the device 300 at that time (for example, the remaining amount of toner, the cumulative number of prints) Or the like) is returned to the faulty device identifying unit 226. The faulty device identification unit 226 passes the information of the device 300 received from the job management unit 210 to the article analysis unit 224, and the article analysis unit 224 includes the information, the device ID extracted from the posted article, and the fault content information. The failure information is registered in the failure information storage unit 228. If the device 300 corresponding to the device ID extracted from the posted article is not registered in the job management unit 210, the device ID may be erroneous. In this case, the job management unit 210 responds that the device ID related to the inquiry of the faulty device specifying unit 226 does not exist, and the article analysis unit 224 that has received this response via the faulty device specifying unit 226 sends the response to the article. Registration of the failure information in the failure information storage unit 228 based on the failure information may be cancelled.

  The failure information storage unit 228 stores information related to a failure that has occurred in the group of devices 300 (referred to as “failure information”). An example of the structure of the fault information record stored in the fault information storage unit 228 is shown in FIG. In this example, the failure information includes items of failure name, occurrence device ID, occurrence date and time, and response status. In the “failure name”, the failure keyword detected from the article by the article analysis unit 224 is registered. Even when the phrase found from the article is a phrase similar or related to the fault keyword, the fault keyword representing the similar / related phrase is used as the fault name. In addition, the device ID extracted from the article by the article analysis unit 224 is registered in the “generation device ID”. In the “occurrence date / time”, for example, the posting date / time of the article is registered. The “response status” is an item indicating the content of response measures performed by the user or maintenance personnel for the failure related to this record. The contents of the response status are registered after response measures are taken for the failure.

  Heretofore, an example of the system configuration of the present embodiment has been described. Next, processing in this system will be described with reference to a flowchart.

  FIG. 7 shows an example of processing performed by the job instruction unit 110 of the mobile terminal 100. When the user wants to use a service (function) provided by the device 300 of this system, the user selects a desired service from the service menu screen provided by the job instruction unit 110 of the mobile terminal 100. For example, a desired service is selected from services such as printing, scanning, and facsimile transmission. The job instruction unit 110 accepts selection of a service from the user (S10), and requests a list of devices 300 that can provide the selected service from the job management unit 210 of the device management system 200 (S12). The device management system 200 returns list information of devices that can provide the service (S22). This list information includes information such as the device ID and installation location of each device 300. The job instruction unit 110 of the portable terminal 100 displays the received list information and allows the user to select the device 300 to be used (S14). When the user selects a device to be used, inputs various settings for the service to be used, and instructs the start of execution (S14), the job instruction unit 110 instructs the job management unit 210 of the device ID of the device to be used. Information and job data including setting information of the service to be used are transmitted. The job management unit 210 sends the job data to the usage target device 300 indicated by the information received from the job instruction unit 110 for execution (S24). In addition, the job management unit 210 acquires processing result information for the job data from the device 300, and generates and records processing history information for the job based on this information (S26). This processing history information includes, for example, the ID of the job (job ID), the device ID of the executed device, the execution date and time, the type of executed processing, the user ID of the user who instructed the job, and the execution result (success or success) Such as failure). When the job instruction unit 110 of the portable terminal 100 receives a job execution instruction from the user in S14, the device ID of the device 300 selected by the user as the job execution destination is stored in the ID holding unit 122 of the post processing unit 120. Register (S16).

  A processing flow of the posting processing unit 120 when the user confirms the job processing result and finds a problem will be described with reference to FIG. The example of FIG. 8 is an example in which the device ID is included in the posted article as tag information.

  The user selects the device 300 in the processing of FIG. 7 and gives a job execution instruction. Then, the user goes to the device 300 and acquires a processing result (for example, a printing result) (S30), and the processing result status Is confirmed (S32). If there is no problem in the processing result, the user moves the processing result to another place without doing anything (S33). When there is a problem with the processing result, the user activates the posting processing unit 120 from the UI screen of the device usage application of the mobile terminal 100 (S34). The started posting processing unit 120 displays a posting input field in which the device ID held by the ID holding unit 122 (registered in the process of FIG. 7) is set as tag information (S36). The user inputs an article text indicating the content of the problem found from the processing result (that is, the failure of the device 300) in the posting input field, and instructs execution of the posting (S37). Then, the posting processing unit 120 registers, in the information sharing system 400, posted article data including the article text input by the user and tag information indicating the device ID (S38).

  Next, an example of a processing procedure executed by the failure information collection unit 220 will be described with reference to FIG. The failure information collection unit 220 executes the procedure of FIG. 9 at a predetermined timing (for example, at a predetermined time every day). In this example, the device ID is included in the posted article in the form of tag information.

  In this procedure, every time the execution timing of processing arrives, the article collection unit 222 collects articles posted after the previous execution timing from the information sharing system 400 (S40). And the process after S42 is repeated for every collected article.

  That is, the article analysis unit 224 first obtains a device ID from the tag information of the article (S42). Next, the faulty device identification unit 226 sends an inquiry including the device ID obtained by the article analysis unit 224 to the job management unit 210 (S44), and obtains information (for example, installation location) of the device 300 indicated by the device ID. Thereby, the device 300 corresponding to the device ID is specified (S46).

  Also, the article analysis unit 224 obtains information (for example, a failure keyword or a word similar to or related to the failure keyword) indicating the failure content from the body of the article, obtains the failure name of the failure that occurred from the information, and posts the article Obtain the date and time of the failure from the date and time information. Then, the article analysis unit 224 generates failure information including the obtained failure name, the occurrence date and time, and the device ID in the article (“occurrence device ID”. The existence of the corresponding device 300 has been confirmed in S46), and stores the failure information. Registered in the unit 228 (S48). The failure information generated at this time may include information such as the installation location of the device 300 acquired in S44.

  Next, a modified example of the processing procedure executed by the failure information collection unit 220 will be described with reference to FIG. The failure information collection unit 220 executes the procedure of FIG. 9 at a predetermined timing (for example, at a predetermined time every day).

  In this procedure, every time the execution timing of processing arrives, the article collection unit 222 collects articles posted after the previous execution timing from the information sharing system 400 (S50). Repeat the process.

  First, the article analysis unit 224 obtains the user ID of the poster from the collected poster information of the collected article, and obtains the device ID from the tag information or the like in the article (S52). Also, information on the posting date is extracted from the article. Next, the faulty device specifying unit 226 sends an inquiry including the device ID, the user ID, and the posting date to the job management unit 210. The job management unit 210 uses the device ID and the user ID included in the inquiry as history of the use device ID and the used user (see FIG. 3), and the usage date is the latest before the posting date in the inquiry. Reply with history information. At this time, the information (for example, installation location) of the device 300 corresponding to the device ID may be responded together. The faulty device identifying unit 226 that has received the response history information (S54) determines that the use date and time included in the history information is the fault occurrence date and time indicated by the article (S56). Further, the article analysis unit 224 determines the content of the failure (failure name, etc.) that has occurred from the body of the article in parallel with the processing of S52 to S56 (S58). Then, the article analysis unit 224 generates failure information including the determined failure name, the extracted device ID, and the occurrence date and time determined in S54 and S56, and registers them in the failure information storage unit 228 (S60).

  Since the user cannot always post the failure immediately after the failure occurs, if the posting date / time is the failure occurrence date / time, there is a possibility that an error from the actual failure occurrence date / time increases. On the other hand, the job executed by the poster 300 on the device 300 that is the subject of the article immediately before the posted article informing the trouble is highly likely to be a job in which the trouble has occurred. (Usage date and time) is considered closer to the actual date and time of failure than the posting date and time.

  There is also a modification in which a job ID is embedded in an article posted by the posting processing unit 120, and the failure information collection unit 220 determines the failure occurrence date and time similar to the example of FIG. 10 using the job ID in the article. . In this modification, the ID acquisition unit 112 of the posting processing unit 120 acquires the job ID of the job from the job management unit 210 in addition to the device ID when instructing the job management unit 210 to execute the job. Register in the holding unit 122. The ID adding unit 124 adds the device ID and job ID in the ID holding unit 122 to the article to be posted in the form of tag information or the like. The article analysis unit 224 of the failure information collection unit 220 extracts the device ID and job ID from the article collected by the article collection unit 222, and the failure device identification unit 226 makes an inquiry including the extracted device ID and job ID. The job is sent to the job management unit 210. The job management unit 210 responds with history information having the device ID and job ID included in the inquiry as the used device ID and job ID, respectively. The faulty device specifying unit 226 determines that the use date and time included in the response history information is the fault occurrence date and time indicated by the article.

  In the embodiment described above, what kind of failure has occurred in which device 300 is determined by analyzing the user's posted articles. Even if a failure can be detected by the user even if it is a type of failure that cannot be detected by the sensor group included in the device 300, or a minor failure / failure that cannot be detected by the sensor group, it can be recorded and notified to the failure handling department. .

  The embodiment described above is merely an example, and there can be various modifications and improvements.

  For example, the same method as that of the above embodiment is applied when the mobile terminal 100 directly instructs the device 300 to execute a job without using the job management unit 210 (for example, a job execution instruction via a wireless connection). Is possible. In this case, the ID acquisition unit 112 of the mobile terminal 100 may acquire a device ID (in addition, a job ID in a certain example) from the counterpart device 300 that has instructed the job execution. In this case, the functions and operations of the post processing unit 120 and the failure information collection unit 220 may be the same as those in the above embodiment.

  Further, if the job ID generated by the job management unit 210 (or the device 300) is unique in the device 300 group under the management of the device management system 200, the device 300 that has executed the job ID is determined from the job ID. It can be uniquely identified. That is, in this case, the job ID also functions as identification information of the device 300 that executed the job. Therefore, in this case, the posting processing unit 120 may incorporate the job ID in the posted article instead of the device ID. In this case, the article analysis unit 224 extracts a job ID from the article, and the faulty device specifying unit 226 inquires of the job management unit 210 about the device ID of the device 300 that has executed the job corresponding to the job ID. Then, the article analysis unit 224 generates failure information including the device ID responded to the inquiry as the generation device ID, and registers the failure information in the failure information storage unit 228. Note that the device ID is specified according to a certain rule from the job ID, as in the case where the job ID is generated by a combination of the device ID of the device 300 and the identification information (for example, a serial number) unique to the device 300. If possible, the faulty device identification unit 226 may determine the device ID according to the rules without making an inquiry to the job management unit 210.

  In the above embodiment, the posting processing unit 120 automatically adds the device ID acquired by the ID acquiring unit 112 to the posted article, but this is only an example. As another example, the ID acquisition unit 112 may copy the acquired device ID to a clipboard provided by the operating system of the mobile terminal 100 or the like. In this case, when the user activates the posting processing unit 120 and inputs an article, the apparatus ID is incorporated into the article by pasting the apparatus ID from the clipboard into the tag information field or the like. In this example, the function and operation of the failure information collection unit 220 may be the same as those in the above embodiment.

  The information processing mechanisms of the portable terminal 100 and the device management system 200 exemplified above are realized by causing a computer to execute a program representing the functions of the terminal or the system. Here, the computer includes, for example, a microprocessor such as a CPU, a memory (primary storage) such as a random access memory (RAM) and a read only memory (ROM), an HDD (hard disk drive), and an SSD (solid state drive) as hardware. ), Etc., a controller that controls a fixed storage device, various I / O (input / output) interfaces, a network interface that performs control for connection to a network such as a local area network, etc. It has a configuration. Also, portable non-volatile recording of various standards such as a disk drive and a flash memory for reading and / or writing to a portable disk recording medium such as a CD or a DVD via the I / O interface, for example. A memory reader / writer for reading from and / or writing to a medium may be connected. A program in which the processing content of each functional module exemplified above is described is stored in a fixed storage device such as an HDD or SSD via a recording medium such as a CD or DVD, or via a communication means such as a network. Installed on. The program stored in the fixed storage device is read into the RAM and executed by a microprocessor such as a CPU, thereby realizing the functional module group exemplified above. The device management system 200 may be composed of a single computer device, or may be composed of a plurality of computer devices that cooperate with each other via communication.

  DESCRIPTION OF SYMBOLS 100 Mobile terminal, 110 Job instruction | indication part, 112 ID acquisition part, 120 Post processing part, 122 ID holding part, 124 ID addition part, 126 Fault name addition part, 200 Device management system, 210 Job management part, 220 Fault information collection part 222, article collection unit, 224 article analysis unit, 226 faulty device identification unit, 228 fault information storage unit, 300 device, 400 information sharing system.

Claims (9)

Including a terminal operated by a user and a failure information collection device,
The terminal
An acquisition means for acquiring the device identification information of the device used;
Posting means for posting an article indicating that a failure has occurred in the destination device together with the device identification information acquired by the acquiring means to an information sharing system;
Including
The failure information collection device includes:
Search means for searching for information including information content indicating failure occurrence and device identification information from a group of articles posted to the information sharing system;
Fault recording means for recording fault information including the fault content specified from the information content indicating the occurrence of the fault in the article searched by the search means and the device identification information in the article;
A failure information collecting system characterized by comprising: The terminal further includes means for transmitting a processing instruction to be executed by the device at the use destination,
The acquisition unit acquires device identification information of the usage-destination device in response to transmission of the processing instruction, stores the acquired device identification information in a storage unit,
The posting unit generates the article to be posted to the information sharing system by adding the device identification information stored in the storage unit to the content of the article input by the user.
The fault information collection system according to claim 1, wherein: The failure information collection device includes:
History acquisition means for acquiring history information including the device identification information of the device, the user identification information of the user who instructed the processing, and the execution date and time of the processing, regarding the processing performed by the device,
Further including
The failure recording means includes history information including a set of user identification information of an article poster who is searched by the search means and the device identification information included in the article from the history information acquired by the history acquisition means. Determining and recording the failure information including the execution date and time included in the determined history information as the occurrence date and time of the specified failure content;
The failure information collection system according to claim 1 or 2, characterized in that. The acquisition means further acquires the identification information of the process instructed from the terminal to the use destination device,
The posting means adds identification information of the process acquired by the acquisition means to the article posted to the information sharing system,
The failure information collection device includes:
History acquisition means for acquiring history information including the identification information of the process and the execution date and time of the process for the process performed by the device;
Further including
The failure recording means obtains history information including identification information of the process included in the article searched by the search means from the history information acquired by the history information acquisition means, and the execution included in the obtained history information Recording the failure information including the date and time as the occurrence date and time of the specified failure content;
The failure information collection system according to claim 1 or 2, characterized in that. The posting means accepts a selection from the user by presenting a choice of failure content, and posts an article including information on the selected failure content to the information sharing system;
The fault information collection system according to claim 1, wherein the fault information collection system is a fault information collection system. An acquisition means for acquiring the device identification information of the device used;
Posting means for posting an article indicating that a failure has occurred in the destination device together with the device identification information acquired by the acquiring means to an information sharing system;
An information processing apparatus. Computer
An acquisition means for acquiring the device identification information of the device of use destination;
Posting means for posting an article indicating that a failure has occurred in the device to be used to the information sharing system together with the device identification information acquired by the acquiring means;
Program to function as. Search means for searching for information including information content indicating failure occurrence and device identification information from a group of articles posted to the information sharing system,
Means for registering the failure content obtained from the information content indicating the occurrence of the failure in the article searched by the search means in the failure information recording apparatus in association with the device identification information in the article;
Failure information collection device. Computer
Search means for searching for information including information content indicating failure occurrence and device identification information from a group of articles posted to the information sharing system,
Means for registering the failure content obtained from the information content indicating the occurrence of the failure in the article searched by the search means in the failure information recording apparatus in association with the device identification information in the article;
Program to function as.