JP2019133557A - Error handling support program, error handling support device, and error handling support method - Google Patents

Abstract

To provide an error handling support program, an error handling support device, and an error handling support method that support an appropriate handling of a plurality of errors.SOLUTION: A processing unit 20 detects a plurality of errors occurring in a system 2 and generates error information including image information 60 that lists error screens 50 (for example, error screens 61 to 63) on a display 30 indicating the occurrence state of each of the plurality of errors. The processing unit 20 transmits the generated error information to a terminal device 3 corresponding to an administrator of the system 2. This allows the error screens 50 for the plurality of errors to be listed and displayed on a display 40 of the terminal device 3 on the administrator side.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an error handling support program, an error handling support apparatus, and an error handling support method.

There is known a technique for displaying an error or a pop-up on a terminal device on the user side of the system when an error occurs in the system.
The user of the system in which an error is displayed on the terminal device, for example, makes an inquiry to the system administrator to obtain information related to recovery.

  It should be noted that as a technique for allowing the user to obtain such information, the error code display screen information photographed by the user with a mobile phone or the like is received, the error code is extracted from the information, and the recovery corresponding thereto is performed. There is also known one that automatically transmits information to a user's mobile phone or the like.

JP 2008-234425 A JP-A-6-309194 JP 2008-123150 A

  There are cases where a plurality of failures occur in the system for multiple reasons, and a plurality of error messages are displayed on the display device. On the other hand, as in the above proposal, every time an error occurs in the device used by the user, it is conceivable to transmit screen information including an error message from the device to the administrator side device. However, it is not easy for the administrator to comprehensively determine a plurality of errors that may occur in a complex manner from information on the screen that is sent each time an error occurs. For this reason, it may be difficult to present an appropriate measure to the user side.

  In one aspect, the present invention aims to support an appropriate response to multiple errors.

  In one aspect, a plurality of errors that occurred in the system are detected, error information including image information that lists error screens indicating the occurrence states of the plurality of errors is generated, and the error information is stored in the system. An error handling support program for causing a computer to execute processing to be transmitted to a terminal device corresponding to an administrator is provided.

  In one aspect, an appropriate response to multiple errors can be supported.

It is a figure which shows the error handling assistance apparatus of 1st Embodiment. It is a figure which shows the example of the information processing system of 2nd Embodiment. It is a figure which shows the hardware example of a business server. It is a figure which shows the function example of a business server. It is a figure which shows the example of an error related information table. It is a figure for demonstrating the relationship between an error and a log. It is a figure which shows the 1st example of an error screen. It is a figure which shows the 1st example of log information. It is a figure which shows the 2nd example of an error screen. It is a figure which shows the 2nd example of log information. It is a figure which shows the 3rd example of an error screen. It is a figure which shows the example of the error screen listed. It is a flowchart which shows the example of a process of a business server. It is a figure which shows the example of the acquisition process image of log information. It is a figure which shows the example of the occurrence condition of an error. FIG. 10 is a diagram (part 1) illustrating an example of listing error screens. FIG. 10 is a second diagram illustrating an example of listing error screens; It is a flowchart which shows another example of the process of a business server.

Hereinafter, embodiments will be described with reference to the drawings.
[First Embodiment]
FIG. 1 is a diagram illustrating an error handling support apparatus according to the first embodiment.

  An error handling support apparatus 1 shown in FIG. 1 is incorporated in various systems 2 that execute processing related to a user's business. The error handling support apparatus 1 detects an error that occurs in the system 2 and acquires information on an error screen indicating an error occurrence state when the detected error occurs. For example, the error screen is displayed on the display 30 on the user side connected to the system 2. The error handling support apparatus 1 transmits the acquired error screen information to a terminal apparatus 3 corresponding to an administrator such as a system engineer (SE) of the system 2. The transmitted error screen information is displayed on the display 40 connected to the terminal device 3 on the administrator side.

  For example, when an error occurs during normal work or maintenance work using the system 2 and it is difficult for the user to solve the error alone, the user makes an inquiry to the administrator and requests assistance. Sometimes. Upon receiving the request, the administrator side grasps the situation on the user side, investigates the cause of the error, etc., and takes measures against the error. At that time, the information on the error screen displayed on the display 30 on the user side when an error occurs can be useful for the administrator side in understanding the situation on the user side and investigating the cause of the error. The error handling support apparatus 1 detects an error that occurs in the system 2 and transmits information on an error screen at the time of the occurrence to the administrator side terminal apparatus 3. The administrator can take measures against the error by referring to the information on the error screen displayed on the display 40 of the terminal device 3, grasping the situation on the user side, investigating the cause of the error, and the like.

  The error handling support apparatus 1 includes a storage unit 10 and a processing unit 20. The storage unit 10 may be a volatile semiconductor memory such as a RAM (Random Access Memory) or a non-volatile storage such as an HDD (Hard Disk Drive) or a flash memory. The processing unit 20 is, for example, a processor such as a CPU (Central Processing Unit) or a DSP (Digital Signal Processor). The processing unit 20 may include a specific purpose electronic circuit such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). The processor executes a program stored in a memory such as a RAM (or the storage unit 10).

  The storage unit 10 stores information on an error screen 50 that indicates an error occurrence state in the system 2. For example, as information on the error screen 50, a hard copy of the screen displayed on the display 30 when an error occurs is stored. The information on the error screen 50 includes a work window 50a in which the user performs work related to work, and an error message window (hereinafter referred to as “error message”) 50b informing the user that an error has occurred.

  When a plurality of errors (for example, three errors <1>, <2>, <3>) occur in the system 2, the storage unit 10 stores information on the error screen 50 when each error occurs. . Depending on the occurrence timing of a plurality of errors, a plurality of error messages 50b may be displayed in duplicate on the display 30 on the user side. In such a case, the storage unit 10 stores a plurality of error messages 50b (for example, error messages 50b1 and 50b2 of errors <1> and <2> or error messages 50b1 to 50b3 of errors <1> to <3>). The information of the error screen 50 displayed in duplicate is stored.

  The processing unit 20 detects an error that occurs in the system 2 during the user's work. When the processing unit 20 detects an error, the processing unit 20 pops up an error message 50b informing the occurrence of the error on the forefront of the work window 50a where the user is working. The processing unit 20 acquires the error screen 50 on which the error message 50b is displayed on the work window 50a, for example, a hard copy thereof, and stores the acquired error copy in the storage unit 10. The processing unit 20 executes such processing every time an error occurs.

  When the processing unit 20 detects a plurality of errors occurring in the system 2, for example, a plurality of errors occurring within a predetermined time, the processing unit 20 stores information on the error screen 50 when each of the detected plurality of errors occurs. Extract from 10. Then, the processing unit 20 generates image information 60 that lists the plurality of extracted error screens 50. The processing unit 20 arranges the plurality of error screens 50 according to the error occurrence order obtained from each of the plurality of error screens 50, for example, in the order of error occurrence, or according to the type of error. For example, the image information 60 listed is generated.

  For example, error <1> first occurs and error message 50b1 informing it is displayed, then error <2> occurs and error message 50b2 informing it is duplicated on previously displayed error message 50b1. Is displayed. Thereafter, an error message 50b3 that informs the occurrence of the error <3> is displayed on the error messages 50b1 and 50b2 that are previously displayed in duplicate. If such a situation occurs on the user side, the processing unit 20 performs the following processing. That is, the processing unit 20 includes, as the error screen 50, an error screen 61 in which the error message 50b1 is displayed, an error screen 62 in which the error messages 50b1 and 50b2 are displayed in duplicate, and error messages 50b1 to 50b3 in duplicate. The displayed error screen 63 is acquired. And the process part 20 produces | generates the image information 60 which lists these acquired error screens 61-63. FIG. 1 shows such an example. In the case of errors <1> to <3> in which the error messages 50b1 to 50b3 are not displayed in duplicate, the processing unit 20 lists the error screen 50 on which each of the error messages 50b1 to 50b3 is displayed. Information 60 is generated.

  The processing unit 20 transmits error information including the generated image information 60 to the terminal device 3 on the manager side. On the display 40 of the terminal device 3 on the manager side, the error screens 61 to 63 showing the contents of the image information 60 included in the transmitted error information, that is, in the example of FIG. Is displayed as a list.

  In this case, the administrator refers to the information on the listed error screens 61 to 63, grasps the situation on the user side, investigates the cause of the error, and takes measures against the error. On the administrator side, the error screens 61 to 63 of a plurality of errors that have occurred on the user side are listed and displayed on the display 40, so that a plurality of errors are comprehensively determined and appropriate measures are taken. It becomes possible.

  For example, the plurality of errors may be errors that have occurred independently of each other, or may be errors that have occurred in combination. Here, if the error screens 61 to 63 of a plurality of errors are not listed as described above and are transmitted to the administrator side every time an error occurs, the administrator side shows the relationship between the plurality of errors. It may not be easy to judge.

  Further, when error screens 61 to 63 for a plurality of errors are transmitted every time an error occurs, an error screen 50 in which error messages 50b1 to 50b3 for the plurality of errors are displayed is transmitted to the administrator side. There is a case. However, in this case, it is not easy to know the correspondence with the error that occurred prior to the last error message 50b3 displayed error, that is, the error message 50b2 or 50b1 displayed error. Sometimes relationships cannot be judged easily.

  As described above, when the error screens 61 to 63 of a plurality of errors are not listed and are transmitted to the administrator side every time an error occurs, on the administrator side, the relationship between the plurality of errors that have occurred on the user side. Cannot be easily determined, and appropriate measures cannot be taken. Alternatively, it may take a lot of labor to determine the relationship between a plurality of errors that have occurred on the user side, or it may take a long time to present countermeasures to the user side.

  On the other hand, in the error handling support apparatus 1, image information 60 that lists the error screens 61 to 63 when a plurality of errors occur on the user side is generated and transmitted to the terminal device 3 on the administrator side. On the display 40 of the terminal device 3 on the administrator side, error screens 61 to 63 when a plurality of errors occur on the user side are listed and displayed. By making it possible to refer to such a list on the administrator side, it becomes possible to know the relationship between multiple errors easily or quickly, and comprehensively judge multiple errors. It is possible to take appropriate measures and present it to the user side.

[Second Embodiment]
FIG. 2 is a diagram illustrating an example of an information processing system according to the second embodiment.
An information processing system 1000 illustrated in FIG. 2 includes a business server 100 and a management server 400 connected to a network 700. The network 700 is, for example, a local area network (LAN), a wide area network (WAN), or the Internet. An input device 200 such as a keyboard and a display 300 are connected to the business server 100. Similarly, an input device 500 such as a keyboard and a display 600 are connected to the management server 400.

  The business server 100 is a server computer that performs processing related to a user's business. The processing of the business server 100 is realized by software executed on the business server 100. The business server 100 is an example of the error handling support apparatus 1 according to the first embodiment. The business server 100 executes processing according to the input from the input device 200 by the user, and displays the contents and results of the executed processing on the display 300. Although the business server 100 (server computer) is shown as an example of the error handling support apparatus 1, the function of the error handling support apparatus 1 can be realized by a client computer such as a PC (Personal Computer) or a tablet terminal.

  The management server 400 is a server computer that manages the business server 100. The processing of the management server 400 is realized by software executed on the management server 400. The management server 400 is used by an administrator such as an SE of the information processing system 1000. The management server 400 is an example of the terminal device 3 according to the first embodiment. The management server 400 executes processing according to the input from the input device 500 by the administrator, and displays the contents and results of the executed processing on the display 600.

Next, the hardware of the business server 100 will be described.
FIG. 3 is a diagram illustrating a hardware example of the business server.
The business server 100 includes a processor 101, a RAM 102, an HDD 103, an image signal processing unit 104, an input signal processing unit 105, a reading device 106, and a communication interface 107. Here, the processor 101 is an example of the processing unit 20 according to the first embodiment. The RAM 102 or the HDD 103 is an example of the storage unit 10 according to the first embodiment.

  The processor 101 may be a multiprocessor. The processor 101 is, for example, a CPU, DSP, ASIC, or FPGA. The processor 101 may be a combination of two or more of CPU, DSP, ASIC, FPGA, and the like.

  The RAM 102 is a main storage device of the business server 100. The RAM 102 temporarily stores at least part of an OS (Operating System) program and application programs to be executed by the processor 101. The RAM 102 stores various data used for processing by the processor 101.

  The HDD 103 is an auxiliary storage device of the business server 100. The HDD 103 magnetically writes data to and reads data from a built-in magnetic disk. The HDD 103 stores an OS program, application programs, and various data. The business server 100 may include other types of auxiliary storage devices such as an SSD (Solid State Drive), or may include a plurality of auxiliary storage devices.

  The image signal processing unit 104 displays an image on the display 300 connected to the business server 100 in accordance with an instruction from the processor 101. As the display 300, a CRT display, a liquid crystal display, or the like can be used.

  The input signal processing unit 105 acquires an input signal from the input device 200 connected to the business server 100 and outputs it to the processor 101. As the input device 200, for example, a pointing device such as a mouse or a touch panel, a keyboard, or the like can be used.

  The reading device 106 is a device that reads a program and data recorded on the recording medium 800. Examples of the recording medium 800 include a magnetic disk such as a flexible disk (FD) and an HDD, an optical disk such as a CD (Compact Disc) and a DVD (Digital Versatile Disc), and a magneto-optical disk (MO). Can be used. Further, as the recording medium 800, for example, a nonvolatile semiconductor memory such as a flash memory card can be used. For example, the reading device 106 stores the program and data read from the recording medium 800 in the RAM 102 or the HDD 103 in accordance with an instruction from the processor 101.

The communication interface 107 is an interface for communicating with the management server 400 via the network 700.
The management server 400 can also be realized using the same hardware as the business server 100.

Next, functions of the business server 100 will be described.
FIG. 4 is a diagram illustrating an example of functions of the business server.
The business server 100 illustrated in FIG. 4 includes a storage unit 110 and a control unit 120. The storage unit 110 is mounted using, for example, a storage area secured in the RAM 102 or the HDD 103. For example, the control unit 120 is implemented using a program executed by the processor 101.

  The storage unit 110 stores various information used for processing of the business server 100. The storage unit 110 includes an error screen storage unit 111 and a log information storage unit 112. The error screen storage unit 111 stores information on an error screen displayed on the display 300 when an error occurs in the business server 100. The log information storage unit 112 stores log information when an error occurs in the business server 100.

  The control unit 120 controls processing of the business server 100 when an error occurs in the business server 100. The control unit 120 includes an error detection unit 121, an error display unit 122, an error screen acquisition unit 123, a log information acquisition unit 124, an error information generation unit 125, and an error information transmission unit 126.

  The error detection unit 121 detects an error that occurs in the business server 100 when a user performs work using the business server 100. For example, in the business server 100, when a certain event (processing) request is received from the user, the event cannot be completed, or a conflicting event or a prohibited event proceeds. If an error occurs, an error will occur. The error detection unit 121 detects such an error that occurs in the business server 100, for example.

  When an error is detected by the error detection unit 121, the error display unit 122 displays an error message (error message window) on a window (work window) displayed on the display 300 and on which the user is working. For example, the error display unit 122 pops up an error message on the forefront of the work window. The error message displayed by the error display unit 122 includes a message for notifying the user that an error has occurred. In the error message, the user (and administrator) indicates the type or content of the error that has occurred, such as the error code and error level (for example, error, warning, general information notification, etc.) set for each error. A message may be included to allow identification. The error display unit 122 displays an error message on the work window every time an error is detected by the error detection unit 121.

  The error screen acquisition unit 123 acquires information on an error screen displayed on the display 300 in which an error occurs in the business server 100 and the error message is displayed on the work window. The error screen acquisition unit 123 acquires, for example, a hard copy of the error screen displayed on the display 300 as the error screen information. The error screen acquisition unit 123 displays the error message displayed on the work window every time an error is detected by the error detection unit 121 or every time an error is detected and the error display unit 122 displays an error message. Get error screen information.

Information on the error screen acquired by the error screen acquisition unit 123 is stored in the error screen storage unit 111.
The log information acquisition unit 124 acquires log information corresponding to an error that has occurred in the business server 100. For example, the log information acquisition unit 124 acquires log information when an error is detected by the error detection unit 121 or log information when an error is detected and an error message is displayed by the error display unit 122. The log information acquisition unit 124 can acquire log information from a log file output by the OS or business application of the business server 100. The log information acquisition unit 124 further includes log information from when the error is detected by the error detection unit 121 to a predetermined time before or a predetermined time from when the error is detected and the error display unit 122 displays an error message. Log information up to the time before may be acquired. The log information acquisition unit 124 acquires, as log information, for example, an operation log related to an operation performed by the user on the business server 100. The log information acquisition unit 124 further includes a business log related to a business (work) performed by the user on the business server 100, an event log related to an event executed on the business server 100, a system log related to an event executed by the OS of the business server 100, and the like. You may get it.

  The log information acquired by the log information acquisition unit 124 is used for grasping the situation when an error occurs in the business server 100, and is not limited to the example as long as such use is possible. In addition, it is not always necessary to have a plurality of types.

  The log information acquired by the log information acquisition unit 124 is associated with the error screen information acquired by the error screen acquisition unit 123 and stored in the error screen storage unit 111 for the error for which the log information is acquired. Stored in the storage unit 112.

  When a plurality of errors occur in the business server 100, the error information generation unit 125 generates error information including image information that lists error screens indicating the occurrence states of the plurality of errors.

  Here, the error information generation unit 125 determines whether or not a plurality of errors are detected within a predetermined time by the error detection unit 121, for example, a plurality of errors (initially within a predetermined time after the first error is detected). (Including errors) is detected. When a plurality of errors are detected within a predetermined time, the error information generation unit 125 displays an error message by the error display unit 122, and displays the error screen at the time of each error occurrence acquired by the error screen acquisition unit 123. The image information to be listed is generated. At that time, for example, the error information generation unit 125 associates the error screen information included in the image information with the error screen information acquired by the log information acquisition unit 124 when the error occurs. Add log information. For example, the error information generation unit 125 generates, as error information, log information associated with information on each error screen in addition to image information that lists error screens at the time of occurrence of each error. To do.

  For example, the error information generation unit 125 arranges error screens when a plurality of errors occur according to a list of image information according to a plurality of error occurrence states, for example, according to the order in which the errors occur, or according to the type of error. Image information that is arranged and listed is generated. In addition, the error information generation unit 125 generates image information for selecting and listing only a part of error screens when a plurality of errors occur according to the occurrence status (occurrence order, type, etc.) of the plurality of errors. May be.

  The error information transmission unit 126 transmits the error information generated by the error information generation unit 125 to the management server 400 that manages the business server 100. Address information of the management server 400 is stored in the storage unit 110 in advance.

Next, information such as an error code of an error that occurs in the business server 100 will be described.
In the information processing system 1000, regarding various errors that may occur in the business server 100, an error-related information including an error code that enables a user (and an administrator) to specify the type or content of the error that has occurred. Information is set. A table (error related information table) in which such error related information is recorded is mounted in a storage area of the business server 100 (or further, the management server 400), for example, a storage area secured in the RAM 102 or the HDD 103.

FIG. 5 is a diagram showing an example of an error related information table.
In the “error code” column of the error-related information table 130, information of error codes corresponding to various errors, for example, error code information represented by characters such as numbers and alphabets is recorded.

  In the “display” column of the error-related information table 130, information on a sentence to be displayed as an error message on the display 300 connected to the business server 100 is recorded for each error code when a corresponding error occurs.

In the “content” column of the error-related information table 130, information on the detailed content of the error corresponding to each error code is recorded.
In the “type” column of the error-related information table 130, information that classifies errors corresponding to each error code into types such as “error (ERROR)”, “warning (WARNING)”, and “information (INFO)” is recorded. Is done.

  In the “importance” column of the error-related information table 130, an error corresponding to each error code is classified into types such as “important”, “warning”, and “general” depending on the degree of influence of the error on the business server 100. The sorted information is recorded.

  In the business server 100, when an error occurs and the error detection unit 121 detects an error, an error code corresponding to the error is specified. In the business server 100, the text in the “display” column corresponding to the specified error code is displayed on the display 300 as an error message by the error display unit 122 based on the error related information table 130. In the error message displayed on the display 300, the error code in the “error code” column may be displayed in addition to the text in the “display” column of the error related information table 130. The error message displayed on the display 300 further displays the error type in the “type” column of the error-related information table 130 and the error severity in the “importance” column in the form of symbols, marks, etc. in addition to characters. May be.

  The information recorded in the “content” column, “type” column, and “importance” column of the error-related information table 130 does not necessarily have to be displayed on the display 300 as an error message. For example, the information recorded in the “Content” column, “Type” column, and “Importance” column can be searched by the user using the error code as a key, or the information described in the manual etc. can be browsed If this is possible, it does not have to be displayed as an error message.

  For example, the same error related information table 130 mounted on the business server 100 used by the user is mounted on the management server 400 used by the administrator. Alternatively, the record information of the error related information table 130 corresponding to the error that has occurred in the business server 100 is included in the error information generated by the error information generation unit 125, and the management server 400 on the administrator side by the error information transmission unit 126. May be sent to.

Next, the relationship between errors that occur in the business server 100 and logs will be described.
FIG. 6 is a diagram for explaining the relationship between an error and a log.
In the business server 100, for example, as shown in the time axis of FIG. 6, it is assumed that three errors <1>, error <2>, and error <3> occur in this order. FIG. 6 schematically shows an example of the timing relationship between the error log 140 in such a case, the operation log 141 by the user, and other related logs 142 (business log, event log, system log, etc.) in the business server 100. Is shown.

  An error may occur due to a user performing an operation on the business server 100. For example, as shown in the relationship between the error log 140 and the operation log 141 in FIG. 6, errors <1> and <2> are generated by a user operation before the occurrence timing of errors <1> and <2>. This is a case where the error <3> occurs due to the user's operation before the occurrence timing of the error <3>. Thus, the user's operation before the error occurrence timing may cause the error, and therefore, the operation log before the error occurrence may be useful for the administrator to investigate the cause of the error. On the other hand, in order for the administrator to grasp the status of the business server 100 when an error occurs, in addition to the operation log, as shown in the relationship between the error log 140 and the related log 142 in FIG. Timing related logs (business logs, event logs, system logs, etc.) can also be useful.

  From this point of view, in the business server 100, for example, the log information acquisition unit 124 uses, as log information, an operation log at the time of error detection before the time of error detection, a business log at the time of error detection, an event log, a system Related logs such as logs can be acquired. Of course, in the business server 100, the log information acquisition unit 124 acquires, as log information, an operation log at the time of error detection before the time of error detection and a related log at the time of error detection before the time of error detection. It can also be.

Next, the error screen and log information acquired by the business server 100 will be described.
FIG. 7 is a diagram showing a first example of an error screen, and FIG. 8 is a diagram showing a first example of log information.
As an example, FIG. 7 shows an error screen when an error <1> occurs in an operation (print (preview) request) at the time of a job by a staff member of the government office in the business server 100 that performs processing related to the business at the government office. 150A is shown.

  In the business server 100, when the error <1> generated in the business server 100 is detected by the error detection unit 121, an error message 150Ab is displayed by the error display unit 122 on the work window 150Aa displayed on the display 300 on the staff side. Is displayed. For example, an error message 150Ab pops up on the forefront of the work window 150Aa. For example, in the error message 150Ab, based on the error related information table 130 (FIG. 5), the text in the “display” column (“Preview failed” in this example) and the error code in the “error code” column ( In this example, “error code: 9042”) is displayed.

  In the business server 100, information on such an error screen 150 </ b> A displayed on the display 300, for example, its hard copy, is acquired by the error screen acquisition unit 123 and stored in the error screen storage unit 111. The error screen storage unit 111 stores the time 150Ac when the error screen 150A is acquired (or the time 150Ac when the error <1> is generated or detected, or the time 150Ac when the error message 150Ab is displayed. These times 150Ac are the same or substantially the same. Are associated with the information on the error screen 150A. The time 150Ac is not necessarily displayed in the error screen 150A.

  In the business server 100, together with the information on the error screen 150A as shown in FIG. 7, the log information acquisition unit 124 acquires the log information as shown in FIGS. 8A and 8B, for example. FIG. 8A and FIG. 8B respectively show an operation log 160A and a related log 170A acquired for error <1> corresponding to the error screen 150A as an example of log information. The operation log 160 </ b> A includes information related to operations performed by the staff on the business server 100, such as the date and time when the operation was performed, the operator (staff A), the operation (print (preview)), And information on the target form name (copy of the resident's card). The related log 170A includes, for example, business log information in the business server 100. In the related log 170 </ b> A shown in FIG. 8B, a portion surrounded by a dotted frame is an error location 170 </ b> Aa indicating information related to the error <1> that has occurred in the business server 100. The log information acquisition unit 124 acquires log information as shown in FIGS. 8A and 8B by searching and collecting based on the time 150Ac associated with the information on the error screen 150A.

FIG. 9 is a diagram showing a second example of an error screen, and FIG. 10 is a diagram showing a second example of log information.
In FIG. 9, as an example, in the business server 100 that performs processing related to business at a government office, another operation is performed within a predetermined time after an error <1> due to an operation (print (preview) request) by a staff member. An error screen 150B when error <2> occurs is shown.

  In the business server 100, as described above, when the error <2> is detected by the error detection unit 121, the error message 150Bb is displayed by the error display unit 122 on the work window 150Ba displayed on the display 300. For example, the error message 150Bb includes, based on the error-related information table 130 (FIG. 5), a text in the “display” column (“printing failed” in this example) and an error code in the “error code” column ( In this example, “error code: 3044”) is displayed.

  In the business server 100, such information on the error screen 150B displayed on the display 300, for example, its hard copy, is acquired by the error screen acquisition unit 123 and stored in the error screen storage unit 111. The error screen storage unit 111 stores the time 150Bc when the error screen 150B is acquired (or the time 150Bc when the error <2> is generated or detected, or the time 150Bc when the error message 150Bb is displayed. These times 150Bc are the same or substantially the same. Are associated with the information on the error screen 150B. The time 150Bc is not necessarily displayed in the error screen 150B.

  In the business server 100, together with information on the error screen 150B as shown in FIG. 9, the log information acquisition unit 124 acquires log information as shown in FIGS. 10A and 10B, for example. FIGS. 10A and 10B show an operation log 160B and a related log 170B acquired for error <2> corresponding to the error screen 150B as an example of log information. The operation log 160B includes information related to operations performed by staff on the business server 100. The related log 170B includes information on the business log in the business server 100. Of the related log 170B shown in FIG. 8B, the portion enclosed by a dotted frame is an error <2> that occurred in the business server 100. This is an error location 170Ba indicating information regarding. The log information acquisition unit 124 acquires log information as shown in FIGS. 10A and 10B by searching and collecting based on the time 150Bc associated with the information on the error screen 150B.

FIG. 11 is a diagram showing a third example of an error screen.
In the business server 100, the error message 150Ab as shown in FIG. 7 and the error message 150Bb as shown in FIG. 9 may be displayed redundantly as shown in FIG. For example, when two errors <1> and <2> occur due to multiple causes, due to one operation by the staff, or when the errors are related to each other, etc. As described above, the error messages 150Ab and 150Bb may be displayed in duplicate. In the business server 100, instead of the error screen 150B as shown in FIG. 9 described above, this figure is used as an error screen when another error <2> occurs within a predetermined time after the error <1>. 11 may be displayed on the display 300.

  In the business server 100, processing similar to that described for the error screen 150B is performed on the error screen 150C in which the two error messages 150Ab and 150Bb are displayed in duplicate. That is, the information (hard copy) of the error screen 150C is acquired by the error screen acquisition unit 123, and is associated with the time 150Cc (not necessarily displayed in the error screen 150C) when the error screen is acquired. It is stored in the screen storage unit 111. Then, the log information acquisition unit 124 acquires log information for the error <2> corresponding to the error screen 150C based on the time 150Cc.

Next, listing of error screens acquired by the business server 100 will be described.
In the business server 100, when a plurality of errors occur, the error information generation unit 125 generates error information including image information that lists error screens when each of the plurality of errors occurs.

  Here, the case where another error <2> occurs within a predetermined time after the occurrence of error <1> as described above will be taken as an example. In this case, in the business server 100, for the error <1> detected by the error detection unit 121, the error screen acquisition unit 123 acquires the error screen 150A of FIG. 7 and the log information acquisition unit 124 of FIG. An operation log 160A and a related log 170A are acquired. Next, in the business server 100, for the error <2> detected by the error detection unit 121, for example, the error screen 150B of FIG. 9 is acquired by the error screen acquisition unit 123, and the operation of FIG. A log 160B and a related log 170B are acquired.

  In the business server 100, the error information generation unit 125 generates image information that lists the acquired error screens 150A and 150B. At that time, an operation log 160A and a related log 170A corresponding to the error screen 150A included in the image information are added, and similarly, an operation log 160B and a related log corresponding to the error screen 150B are added to the information on the error screen 150B. 170B is added. In this way, the error information generation unit 125 generates, as error information, log information added to the image information that lists the error screens 150A and 150B.

The generated error information is transmitted to the management server 400 on the administrator side by the error information transmission unit 126 and can be displayed on the display 600 connected thereto.
FIG. 12 is a diagram showing an example of a list of error screens.

  In the example of the listing error screen 180 shown in FIG. 12, the acquired error screens 150A (FIG. 7) and 150B (FIG. 9) are displayed vertically aligned. Next to the error screens 150A and 150B aligned vertically, there are associated logs 170A (FIG. 8B) and 170B (FIG. 10B) and operation logs 160A (FIG. 8A) and 160B corresponding to each. (FIG. 10A) are displayed side by side. For example, as shown in FIG. 12, the list error screen 180 is provided with display fields 181 and 182 for each of the generated errors <1> and <2>. The error screen 150A, the related log 170A, and the operation log 160A are displayed in the display column 181 for error <1>, and the error screen 150B, the related log 170B, and the operation log 160B are displayed in the display column 182 for error <2>. .

  In FIG. 12, for convenience, some of the related logs 170A and 170B in the display columns 181 and 182 are omitted. In the display fields 181 and 182 of the list error screen 180, the entire contents as shown in FIGS. 8B and 10B may be displayed as the related logs 170A and 170B, respectively, or a part thereof. (For example, error portions 170Aa and 170Ba are excluded) may be omitted and displayed.

  On the list error screen 180, error locations 170Aa and 170Ba surrounded by dotted lines in the related logs 170A and 170B may be highlighted. For example, it is assumed that the character color, font, size, or background color of the error locations 170Aa and 170Ba is displayed differently from the other locations.

  FIG. 12 shows an example in which two error screens 150A and 150B are listed. The same applies to the case where three or more error screens are listed. For example, they are arranged in the vertical direction and are placed next to each other. Corresponding log information is displayed. If the number of errors is large, a scroll bar 183 may be added so that all error screens and log information can be referred to by scrolling up and down.

  FIG. 12 shows an example of displaying the error screen 150B (FIG. 9) as shown in FIG. 9 in the error <2> display field 182. However, the display field 182 shows the error screen 150B in FIG. As shown, an error screen 150C in which error messages 150Ab and 150Bb are duplicated may be displayed.

  The error information generation unit 125 of the business server 100 generates error information for displaying the acquired error screen information and log information as, for example, a list error screen 180 illustrated in FIG. For example, a list error screen 180 as shown in FIG. 12 is displayed on the display 600 of the management server 400 to which the error information has been transmitted for a plurality of errors that have occurred on the business server 100 side. By displaying such a list error screen 180 on the display 600, the administrator can indicate the relationship between a plurality of errors occurring on the business server 100 side, the status of the error screen acquired for each, the operation log And related logs can be easily or quickly known. As a result, the administrator can comprehensively determine a plurality of errors that have occurred on the business server 100 side, and can take appropriate measures and present them to the user.

Next, an example of a processing procedure of the business server 100 will be described.
FIG. 13 is a flowchart illustrating an example of processing of the business server.
(S10) The error detection unit 121 sets the number N (N is a natural number) of the error detection counter to an initial value of 0.

(S11) The error detection unit 121 detects the first error that occurs in the business server 100 when the user performs work using the business server 100.
(S12) When detecting the first error in step S11, the error detection unit 121 starts measuring the time T of the error detection time counter. The initial value of the time T is set to several seconds, for example, 5 seconds.

  (S13) The error detection unit 121 adds 1 to the number of times N of the error detection number counter, and sets the detected error as error <N>. For example, the first error detected in step S11 is set as error <1>.

(S14) The error display unit 122 displays an error message about the error <N> on the work window displayed on the display 300.
(S15) The error screen acquisition unit 123 acquires a hard copy of the error screen as the error screen information of error <N> displayed on the display 300 and displaying an error message on the work window. The error screen acquisition unit 123 associates the acquired error screen information with the time when the error screen is acquired (or when the error <N> occurs or is detected or when the error message is displayed).

  (S16) The log information acquisition unit 124 acquires log information about the error <N> based on the time associated with the error screen information of the error <N>. For example, the log information acquisition unit 124 acquires, as log information, a user operation log and related logs (business log, event log, system log, etc.) from a few seconds before the time to the time.

  (S17) The error screen acquisition unit 123 stores the acquired error screen information of the error <N> in the error screen storage unit 111, and the log information acquisition unit 124 acquires the log information acquired for the error <N>. Is stored in the log information storage unit 112. The error screen information and log information of error <N> are stored in the error screen storage unit 111 and the log information storage unit 112 in association with each other.

  (S18) Whether or not a new error has been detected within the time T after the error detection unit 121 detects an error in step S11 (or after measurement by the error detection time counter is started in step S12). Determine. In step S18, when an error is newly detected within time T, the process proceeds to step S13, and the processes of steps S13 to S18 are executed. In step S18, when no new error is detected within time T and time T elapses, the process proceeds to step S19.

  (S19) The error information generation unit 125 sends the error screen information and log information of the errors <1> to <N> detected and detected within the time T from the error screen storage unit 111 and the log information storage unit 112. Extract.

  (S20) The error information generation unit 125 adds log information associated with the error screen information to the image information listing the error screens of the errors <1> to <N>, and generates the error information. For example, the error screen 150A of the error <1>, the operation log 160A and the related log 170A, and the error screen 150B of the error <2> generated within the time T from the error <1> and the operation as shown in FIGS. Assume that the log 160B and the related log 170B are acquired. The error information generation unit 125 generates error information for displaying the list error screen 180 as shown in FIG.

  When only one error <1> is detected within a predetermined time T, the error information generation unit 125 displays an error screen 150A, an operation log 160A, and a related log 170A for the error <1>. Error information is generated.

(S21) The error information transmission unit 126 transmits the generated error information to the management server 400 that manages the business server 100.
In the business server 100, for example, a processing procedure as shown in FIG. 13 is adopted.

  In the business server 100, the error message on the error screen displayed on the display 300 (the window displaying the error) is closed by the user until the generated error information is transmitted to the management server 400 ( Closed). For example, even if a request for closing an error message on the error screen is made by a user operation, the business server 100 can have a function of restricting acceptance of the request before sending the error information. By limiting the closing of the window in which the error is displayed by the user, it is possible to maintain the state of the error screen when the error message is displayed (or when an error occurs or is detected). As a result, the information on the error screen can be reliably acquired and included in the error information transmitted to the management server 400 on the administrator side.

  The error screen information and log information included in the error information are displayed on the display 600 of the management server 400 to which the error information has been transmitted. Even if a plurality of errors occur on the business server 100 side, the administrator can easily or quickly know the relationship between the plurality of errors that have occurred, comprehensively determine the plurality of errors, Appropriate measures can be taken and presented to the user.

[Third Embodiment]
Here, an example of acquiring log information in the business server 100 will be described as a third embodiment.

FIG. 14 is a diagram illustrating an example of an acquisition process image of log information.
The business server 100 may extract predetermined information from the acquired error screen information by image processing, and search and collect log information using the extracted information. For example, the error screen acquisition unit 123 of the business server 100 performs an error message 901 including an error code (XXXX) of error <1> and date / time 902 (2017/9/11, 11:57) as shown in FIG. It is assumed that the error screen 900 on which is displayed is acquired. From the error screen 900, the business server 100 displays the image “XXXX” as the error code 901a in the error message 901 or the time “11:57” and the date “2017/9/11” in the date and time 902 as an image. A function of extracting by processing may be provided. The date and time may be displayed in the error message 901. In that case, the error screen acquisition unit 123 may extract the date and time in the error message 901 by image processing.

  In the business server 100, the error screen acquisition unit 123 associates the information of the error code 901a and the date and time 902 extracted by the image processing with the error screen 900 of error <1>. The log information acquisition unit 124 acquires the log information 903 of error <1> based on the associated error code 901a and date / time 902 information. For example, the log information acquisition unit 124 searches the log using the error code 901a as a key and collects the log including the error code 901a, or searches the log using the date and time 902 as a key and sets the date and time 902 as the date and time 902. Log information 903 is acquired by collecting logs at corresponding locations.

  The business server 100 may employ a method for acquiring log information using an image processing technique in this way. Since the information of the error code 901a and date 902 actually displayed on the acquired error screen is read and used as a search key for the log information 903, the log information 903 corresponding to the error screen is accurately searched and collected. It becomes possible to do.

[Fourth Embodiment]
Here, an example of listing error screens will be described as a fourth embodiment.
FIG. 15 is a diagram illustrating an example of an error occurrence state. 16 and 17 are diagrams showing examples of listing error screens.

  For example, in the business server 100, as shown in FIG. 15, three more errors <2>, <3>, <4> are detected within a predetermined time T after the error <1> is detected. Is assumed. In the example of FIG. 15, the error <2> is detected at a relatively short interval from the detection of the error <1>, the error <3> is detected at a relatively long interval therefrom, and then the error <4> is detected. Detected.

  In such a case, in the business server 100, the error screens 911, 912, 913, and 914 for errors <1>, <2>, <3>, and <4> are performed according to the example described in the second embodiment. Can be arranged in the vertical direction in the order they are detected and listed together with each log information.

  In addition, in the business server 100, as shown in FIG. 16A, only error screens 911 and 912 of errors <1> and <2> detected at relatively short intervals are arranged in the vertical direction, It may be listed together with the log information 921, 922. The errors <1> and <2> detected at relatively short intervals may be related errors such as when the previous error <1> has occurred and the subsequent error <2> has occurred. There is. From this point of view, in the business server 100, among the errors <1> to <4> detected within a predetermined time T, error screens 911 of errors <1> and <2> detected at short intervals. Only 912 and log information 921, 922 may be selected and listed. By adopting the list as shown in FIG. 16A, the manager can relate to the errors <1> to <4> detected within a predetermined time T with a short occurrence interval. It becomes easy to grasp the error that is characteristic. In the determination of “short”, for example, the error information generation unit 125 may determine whether or not the time is shorter than a predetermined time. Alternatively, the error information generation unit 125 may determine whether or not it is shorter than a statistical value (for example, an average value or a percentile value) of the output time interval of the error message output within the time T.

  Further, in the business server 100, as shown in FIG. 16B, error screens 911, 912, 913, and 914 for errors <1>, <2>, <3>, and <4> are detected. They may be listed in a vertical order with a gap corresponding to the detected interval in the vertical direction. For example, a relatively narrow gap 930a is formed between the error screens 911 and 912 for the errors <1> and <2> detected at a relatively short interval, and the errors <2> and 912 detected at a relatively long interval. A relatively wide gap 930b is opened between the error screens 912 and 913 of <3>. The error screens 911, 912, 913, and 914 are listed together with the log information 921, 922, 923, and 924, respectively. Further, a scroll bar 940 may be added so that all error screens 911, 912, 913, 914 and log information 921, 922, 923, 924 can be referred to. By adopting the list as shown in FIG. 16B, the administrator can easily visually grasp the occurrence intervals of the errors <1> to <4> detected within the predetermined time T.

  In addition to the error detection timing as described above, the business server 100 may control the listing method according to the type of error detection. For example, in the business server 100, the error screens 911, 912, 913, and 914 of errors <1> to <4> detected within a predetermined time T shown in FIG. They may be listed according to the importance of errors as shown at 130.

  As an example, as shown in FIG. 15, the error <1> is the most important “ERROR”, and the error <4> is the relatively important “WARNING”. Assume that <2> and <3> are “information (INFO)” having relatively low importance. In such a case, in the business server 100, the errors <2> and <3> having relatively low importance are excluded from the list, and as shown in FIG. 1> and a relatively important error <4> may be listed. By adopting the list as shown in FIG. 16C, the administrator has relatively high importance among the errors <1> to <4> detected within the predetermined time T, and the business server 100 This makes it easier to grasp errors that may have a large impact on.

  Similarly, in the business server 100, as shown in FIG. 15, the importance of the error <1> is the highest, the importance of the error <4> is relatively high, and the importance of the errors <2> and <3> are When a relatively low situation is assumed, a listing method as shown in FIG. 17 may be adopted.

  That is, in the business server 100, for the errors <2> and <3> having relatively low importance, only the error screen 912 of one error <2> is displayed as shown in FIG. The error screen 913 of error <3> is folded. From the state where the error screen 913 of the error <3> is folded on the error screen 912 of the error <2> (the upper diagram in FIG. 7), the administrator presses the expand / collapse button 950 with a click or tap, The error screen 913 for the folded error <3> is developed. When the administrator presses the expand / collapse button 950 from the expanded state of the error <3> error screen 913 (the lower diagram of FIG. 7), the expanded error screen <913> of the error <3> displays the error <2 > Error screen 912. Although illustration is omitted here, even if a scroll bar as described above is added so that all error screens 911, 912, 913, 914 and log information 921, 922, 923, 924 can be referred to when expanded. Good. In the business server 100, such a listing method may be adopted. By adopting the list as shown in FIG. 17, the administrator includes all errors <1> to <4> detected within a predetermined time T as targets of the list and is relatively low in importance. Things can be folded, the list is organized, and the visibility is improved.

  FIG. 17 shows an example in which folding and unfolding are possible for errors <2> and <3> with relatively low importance. However, the error group to be folded and unfolded is limited to this example. Is not to be done. In the business server 100, it is possible to fold and unfold error groups with high importance according to the occurrence status of a plurality of errors, or to fold and unfold error groups with short occurrence intervals or error groups with high occurrence frequency. You can also

  In addition, for example, the error information generation unit 125 may enable folding and unfolding of error groups with the same output content. Thereby, for example, even when a single error is output in a loop, the error to be analyzed can be appropriately presented to the administrator.

  As exemplified in the fourth embodiment, the business server 100 generates image information in which error screens when each of a plurality of errors occurs are listed according to the occurrence status of the plurality of errors, and the error information May be transmitted to the management server 400. This makes it possible to organize the list of error screens according to the error occurrence status and improve the visibility.

[Fifth Embodiment]
Here, another example of the processing procedure of the business server 100 will be described as a fifth embodiment.
FIG. 18 is a flowchart showing another example of the processing of the business server.

In FIG. 18, the processing contents of steps S30 to S41 are the same as the processing contents of steps S10 to S21 shown in FIG.
The business server 100 detects an error and acquires and stores information on an error screen on which an error message is displayed and log information in the same manner as the processes in steps S10 to S17 (steps S30 to S37).

  Then, the error detection unit 121 determines whether or not an error is newly detected within the time T measured by the error detection time counter after detecting the first error in step S31 (step S38). If a new error is detected within the time T, the process proceeds to step S42, and it is determined whether or not the error occurrence condition satisfies a predetermined condition (step S42).

  As conditions for determining the error occurrence status, conditions relating to the error occurrence interval, frequency, importance, and the like can be set. For example, the following conditions can be considered as conditions for determining the error occurrence status. The first condition may be whether or not the occurrence interval between the newly detected error and the error detected immediately before is shorter than a predetermined time. The second condition may be whether or not the frequency (or rate) of errors detected within time T is higher than a predetermined value. The third condition may be whether or not the importance of the newly detected error is higher than a predetermined level. The error detection unit 121 generates an error when the error occurrence interval is shorter than a predetermined time, when the error frequency is higher than a predetermined number, or when the importance of the error is higher than a predetermined level. If the situation satisfies a predetermined condition, the monitoring target time T is extended by a predetermined time (step S43). In this way, the time T is extended, the process proceeds to step S33, and the processes of steps S33 to S38 are executed. If the error occurrence condition does not satisfy the predetermined condition in step S42, the process proceeds to step S33 without extending the time T, and the processes of steps S33 to S38 are executed.

  If no new error is detected within the initially set time T or the extended time T in step S38, the business server 100 proceeds to step S39 and executes steps S39 to S41. . That is, similar to the processing in steps S19 to S21, error information for displaying a list of these information using error screen information and log information of errors <1> to <N> detected within time T. Is transmitted to the management server 400 (steps S39 to S41).

In the business server 100, for example, a processing procedure as shown in FIG. 18 may be adopted.
Here, in the processing of step S42 in FIG. 18, the error occurrence interval, frequency, importance, and the like as described above are set as conditions for determining the error occurrence status. For example, when the occurrence interval between a newly detected error and the error detected immediately before it is short, a subsequent error has occurred due to the occurrence of the previous error <1>. There is a possibility that there is a relationship, and it is possible that such an error will continue to occur. The same applies to the case where the frequency of errors detected within time T is higher than a predetermined number. In addition, when the importance level of a newly detected error is higher than a predetermined level, not only errors that occurred before that but also errors that occur after that will affect the processing function of the business server 100. It can grow.

  As described above, in steps S42 and S43 in FIG. 18, when an error occurrence condition such as an occurrence interval, frequency, and importance satisfies a predetermined condition, the error detection time T is extended. In this way, by setting the length of time T according to the error occurrence status, related errors and errors of high importance that occur beyond the initially set time T are listed in the error screen. It becomes possible to include the error information to be generated and displayed. This makes it easier for the administrator to more comprehensively determine a plurality of errors that have occurred on the business server 100 side, and to take appropriate measures and present them to the user.

  Note that the processing functions of the apparatuses described in the first to fifth embodiments, for example, the processing functions of the error handling support apparatus 1 and the business server 100 can be realized by a computer. In that case, a program describing the processing contents of the functions that each device should have is provided, and the processing functions are realized on the computer by executing the program on the computer. The program describing the processing contents can be recorded on a computer-readable recording medium. Examples of the computer-readable recording medium include a magnetic storage device, an optical disk, a magneto-optical recording medium, and a semiconductor memory. Magnetic storage devices include HDDs, flexible disks, magnetic tapes, and the like. Examples of the optical disc include a CD and a DVD. Magneto-optical recording media include MO.

  When the program is distributed, for example, portable recording media such as a DVD and a CD-ROM (Compact Disc-Read Only Memory) on which the program is recorded are sold. 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. In addition, each time a program is transferred from a server computer connected via a network, the computer can sequentially execute processing according to the received program.

DESCRIPTION OF SYMBOLS 1 Error response support apparatus 2 System 3 Terminal apparatus 10 Storage part 20 Processing part 30, 40 Display 50, 61, 62, 63 Error screen 50a Work window 50b, 50b1, 50b2, 50b3 Error message 60 Image information

Claims (9)

Detects multiple errors that occur in the system,
Generating error information including image information listing error screens indicating the occurrence status of each of the plurality of errors,
An error handling support program causing a computer to execute a process of transmitting the error information to a terminal device corresponding to an administrator of the system.   2. The error handling support program according to claim 1, wherein the error handling support program detects the plurality of errors that have occurred within a first time from when a first error occurs among the plurality of errors.   The error handling support program according to claim 2, wherein the length of the first time is set according to the occurrence status of the plurality of errors.   The error handling support program according to any one of claims 1 to 3, wherein the error information includes first log information corresponding to each of the plurality of errors.   The error handling support program according to claim 4, wherein the error information further includes second log information from when each of the plurality of errors occurs to a second time before.   6. The error information including the image information in which the error screen when each of the plurality of errors occurs is listed according to the occurrence state of the plurality of errors is generated. The error handling support program described in any of the above.   7. The error handling support program according to claim 1, wherein closing of a window in which the plurality of errors are displayed is restricted until the error information is transmitted to the terminal device. A storage unit for storing an error screen when an error occurs in the system;
Detecting a plurality of errors generated in the system, referring to the storage unit, generating error information including image information listing the error screen indicating the occurrence status of each of the plurality of errors, and generating the error An error handling support apparatus comprising: a processing unit that transmits information to a terminal device corresponding to an administrator of the system. Computer
Detects multiple errors that occur in the system,
Generating error information including image information listing error screens indicating the occurrence status of each of the plurality of errors,
An error handling support method, comprising: transmitting the error information to a terminal device corresponding to an administrator of the system.

Images