JP2019159408A - Error processing program, error processing method and server device - Google Patents

Abstract

To enable operation support by a supporter to be accepted, even when a communication device of the supporter does not reside in safe communication environment.SOLUTION: An error processing program causes a computer to: determine whether or not communication environment of a communication device registered by being associated with a supporter of a device satisfies predetermined safety standards, when detecting an error in the device; display information provided to the supporter, when determining that the predetermined safety standards are not satisfied; and display the information in such a manner that selection as to whether or not to provide the information to the supporter is acceptable, when accepting support requests to the supporter.SELECTED DRAWING: Figure 6

Description

  The present invention relates to an error processing program, an error processing method, and a server device.

  Conventionally, in systems delivered to local governments, etc., when an error message is displayed during operation, for example, processing to provide a hard copy of the screen to the communication device of the SE (System Engineer) of the supplier is performed. Is called. Accordingly, the SE can immediately grasp the situation at the time of error detection, and the user (local government staff or the like) can receive operation support from the SE.

  On the other hand, in a case where personal information or the like is included in the screen being operated, the user provides a hard copy of the screen when the communication device of the SE (referred to as a supporter) that performs operation support is not in a secure communication environment. This increases the risk of leakage of personal information. For this reason, in the conventional system, when the supporter's communication device is not in a secure communication environment, the user cannot receive operation support from the supporter.

JP 2002-230198 A

  However, if the supporter cannot receive operation support until the supporter moves to a safe communication environment, it is not convenient for the user.

  An object of one aspect is to enable operation support by a supporter even when the supporter's communication device is not in a secure communication environment.

According to one aspect, the error handling program is
Upon detecting an error in the device, it is determined whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard,
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. Display to accept the selection of whether or not to provide,
Have the computer execute the process.

  Even when the supporter's communication device is not in a secure communication environment, operation support by the supporter can be received.

It is a figure which shows an example of the system configuration | structure of an administrative service provision system. It is a figure which shows an example of the hardware constitutions of a server apparatus. It is a figure which shows an example of the condition information stored in a condition information storage part. It is a figure which shows an example of SE information stored in SE information storage part. It is a figure which shows an example of the provision item stored in a provision item storage part. It is a figure which shows an example of a function structure of the error processing part of a server apparatus. It is a flowchart which shows the flow of an output determination process. It is a flowchart which shows the flow of SE determination processing and screen control processing. It is a figure which shows an example of a 1st pop-up screen. It is a figure which shows an example of a 2nd pop-up screen. It is a flowchart which shows the flow of a transmission control process.

  Each embodiment will be described below with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, the duplicate description is abbreviate | omitted by attaching | subjecting the same code | symbol.

[First Embodiment]
<System configuration of administrative service providing system>
First, the system configuration of the administrative service providing system delivered to the local government will be described. FIG. 1 is a diagram illustrating an example of a system configuration of an administrative service providing system. As shown in FIG. 1, the administrative service providing system 100 includes a terminal 110 and a server device 120. In the administrative service providing system 100, the terminal 110 and the server device 120 are connected via, for example, a dedicated network protected by a VPN (Virtual Private Network). Thereby, transmission and reception of information necessary for providing the administrative service can be performed between the terminal 110 and the server device 120.

  The server device 120 is installed with an administrative service providing program and an error processing program, and the server device 120 functions as the administrative service providing unit 121 and the error processing unit 122 by executing these programs.

  The administrative service providing unit 121 transmits, to the terminal 110, various types of information necessary when the user of the terminal 110 (local government staff, etc.) provides various administrative services (for example, resident record service, seal registration service, etc.). . In addition, the terminal 110 receives various information input by the user.

  The error processing unit 122 accepts an error message when an error is detected during provision of various administrative services by the user of the terminal 110 and an error message is transmitted from the terminal 110.

  The error processing unit 122 refers to the condition information storage unit 123 when an error message is received. Thereby, the error processing unit 122 determines whether or not to transmit a support request to a mobile terminal registered in association with an SE that is a supporter who performs operation support (hereinafter referred to as a SE mobile terminal). I do. It is assumed that the condition information storage unit 123 stores conditions used for determining whether or not to transmit a support request.

  If the error processing unit 122 determines to transmit a support request, the error processing unit 122 refers to the condition information storage unit 123 and determines whether or not the SE that is a supporter who performs operation support is in a safe communication environment. It is assumed that the condition information storage unit 123 further stores a safety standard for the communication environment. In FIG. 1, an area 140 indicates a safe communication environment, and an area 150 indicates an insecure communication environment. In the example of FIG. 1, the SE communication device (mobile terminal 130) serving as a supporter who performs operation support is in a safe communication environment, and the error processing unit 122 acquires environment information indicating the communication environment from the mobile terminal 130. This shows a case where the SE determines that it is in a secure communication environment.

  Further, the error processing unit 122 refers to the SE information storage unit 124 and selects one SE as a supporter from among SEs that can be supporters who perform operation support. Further, the error processing unit 122 displays information (provided information) provided by transmitting a support request to the selected SE on the terminal 110 via a pop-up screen. The error processing unit 122 identifies the item of provision information to be displayed on the terminal 110 via the pop-up screen by referring to the provision item storage unit 125.

  In addition, in response to the pop-up screen being displayed on the terminal 110, a permission selection instruction (an instruction indicating permission of provision of provision information to one SE selected as a supporter) is input by a user of the terminal 110. The error processing unit 122 accepts this. That is, the error processing unit 122 displays a permission / inhibition selection instruction on the terminal 110 so as to be accepted.

  In addition, when the accepted permission / inhibition selection instruction indicates “permitted”, the error processing unit 122 sends the provision information provided to the one SE selected as the supporter to the provision information storage unit 126 with a predetermined URL ( Stored in association with (storage location). Further, the error processing unit 122 transmits a support request including an error message and a URL to the communication device of one SE selected as the supporter (the mobile terminal 130 in the example of FIG. 1).

  As a result, the SE having the mobile terminal 130 can access a predetermined URL in the provision information storage unit 126 and remotely support the user of the terminal 110 while referring to the provision information.

  As described above, in the error processing unit 122, even if the SE that is a supporter who performs the operation support is not in a secure communication environment, the user of the terminal 110 does not cancel provision of the provided information uniformly. Makes it possible to confirm the provision information provided to the SE once. Then, it is determined whether or not the user of the terminal 110 provides the provided information. When it is determined that the provided information may be provided, a support request is transmitted. As a result, according to the error processing unit 122, the user of the terminal 110 receives remote operation support from the supporter even when the SE that is the supporter who performs the operation support is not in a safe communication environment. Is possible.

  On the other hand, when the accepted permission / inhibition selection instruction indicates “non-permitted”, the error processing unit 122 transmits, to the terminal 110, a telephone promotion message that prompts the terminal 110 to call SE. In this case, the provision information is not provided to one SE selected as a supporter, and the user of the terminal 110 receives an operational status from the SE by verbally reporting the error status by telephone or the like. It will be.

<Hardware configuration of server device>
Next, the hardware configuration of the server device 120 will be described. FIG. 2 is a diagram illustrating an example of a hardware configuration of the server apparatus. As illustrated in FIG. 2, the server device 120 includes a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, and a RAM (Random Access Memory) 203. The CPU 201, ROM 202, and RAM 203 form a so-called computer.

  The server device 120 includes an auxiliary storage device 204, a display device 205, an operation device 206, an I / F (Interface) device 207, and a drive device 208. Note that each hardware of the server device 120 is connected to each other via a bus 209.

  The CPU 201 is a device that executes various programs (for example, an administrative service providing program, an error processing program, etc.) installed in the auxiliary storage device 204.

  The ROM 202 is a nonvolatile memory. The ROM 202 functions as a main storage device that stores various programs, data, and the like necessary for the CPU 201 to execute various programs installed in the auxiliary storage device 204. Specifically, the ROM 202 functions as a main storage device that stores a boot program such as BIOS (Basic Input / Output System) and EFI (Extensible Firmware Interface).

  The RAM 203 is a volatile memory such as a DRAM (Dynamic Random Access Memory) or an SRAM (Static Random Access Memory). The RAM 203 functions as a main storage device that provides a work area that is expanded when various programs installed in the auxiliary storage device 204 are executed by the CPU 201.

  The auxiliary storage device 204 is an auxiliary storage device that stores various programs, information used when the various programs are executed, or information generated by executing the various programs. For example, the condition information storage unit 123, the SE information storage unit 124, the provision item storage unit 125, and the provision information storage unit 126 are realized in the auxiliary storage device 204.

  The display device 205 is a display device that displays the internal state of the server device 120 and the like. The operation device 206 is an input device for an administrator of the server device 120 to input various instructions to the server device 120.

  The I / F device 207 is a communication device for connecting to a network and communicating with the terminal 110, the mobile terminal 130, and the like.

  The drive device 208 is a device for setting the recording medium 210. The recording medium 210 here includes a medium for recording information optically, electrically or magnetically, such as a CD-ROM, a flexible disk, a magneto-optical disk or the like. The recording medium 210 may include a semiconductor memory that electrically records information, such as a ROM and a flash memory.

  The various programs to be installed in the auxiliary storage device 204 are installed by, for example, setting the distributed recording medium 210 in the drive device 208 and reading out the various programs recorded in the recording medium 210 by the drive device 208. Is done. Alternatively, various programs installed in the auxiliary storage device 204 may be installed by being downloaded from the network via the I / F device 207.

<Details of information stored in storage>
Next, details of information stored in the condition information storage unit 123, the SE information storage unit 124, and the provision item storage unit 125 among the storage units realized in the auxiliary storage device 204 will be described.

(1) Details of Information Stored in Condition Information Storage Unit 123 First, details of information stored in the condition information storage unit 123 will be described. As described above, the condition information storage unit 123 stores output condition information in which conditions used for determining whether or not to transmit a support request to the mobile terminal of the SE that is a supporter who performs operation support is defined. Is done. Furthermore, the condition information storage unit 123 has an environmental condition in which a condition (standard for communication environment safety) used for determining whether or not an SE that is a supporter who performs operation support is in a safe communication environment is defined. Information is stored.

  FIG. 3 is a diagram illustrating an example of condition information stored in the condition information storage unit. Among these, Fig.3 (a) is a figure which shows an example of output condition information. As shown in FIG. 3A, the output condition information 310 includes “administrative service type”, “JOB name”, and “number of errors (condition to notify SE)” as information items.

  Information indicating the type of administrative service provided by the user of the terminal 110 is stored in the “type of administrative service”. The “JOB name” stores the name of each JOB included in each administrative service.

  The “number of errors (condition to notify SE)” stores the number of errors that is a condition for determining whether to send a support request to the SE mobile terminal. The number of errors is defined for each type of administrative service and for each JOB name. In the error processing unit 122, when the number of detected errors exceeds the number of errors stored in the “number of errors (condition for notifying the SE)” for the JOB of the administrative service being provided, the SE mobile terminal Decide to send a support request to

  According to the example of FIG. 3A, if an error is detected even once for “JOB-A” during the provision of the administrative service of “resident record”, the error processing unit 122 causes the SE mobile terminal to Decide to send a support request to Further, according to the example of FIG. 3A, when an error is accumulated for “JOB-B” three times during the provision of the “resident record” administrative service, the error processing unit 122 causes the SE mobile It is determined to send a support request to the terminal.

  FIG. 3B is a diagram illustrating an example of environmental condition information. As shown in FIG. 3B, the environmental condition information 320 includes “condition item” and “condition” as information items.

  In the “condition item”, a condition item for determining whether or not the SE as a supporter who performs the operation support is in a safe communication environment is stored. The “condition” stores a condition for determining that an SE who is a supporter who performs operation support is in a safe communication environment.

  According to the example of FIG. 3B, for the SE mobile terminal as a supporter, the connectable wireless communication category is “support-only Wi-Fi (registered trademark)” and security protection is “present”. If there is, the error processing unit 122 determines that the SE is in a safe communication environment.

(2) Details of Information Stored in SE Information Storage Unit 124 Next, details of information stored in the SE information storage unit 124 will be described. FIG. 4 is a diagram illustrating an example of SE information stored in the SE information storage unit. As shown in FIG. 4, the SE information 400 includes “SE name”, “SE ID”, “type of administrative service in charge”, and “priority” as information items.

  The “SE name” stores the name of an SE that can be a supporter who performs operation support. In “SE ID”, an identifier (for example, an employee number) specifying each SE is stored. Although not shown in FIG. 4, information indicating the mobile terminal of the SE and various information for communicating with the mobile terminal of the SE are registered in the ID of the SE in association with each other. To do.

  The “type of administrative service in charge” stores the type of administrative service in charge when the SE provides operation support. The “priority order” stores the priority order of SEs when performing operation support for the corresponding administrative service.

  In the example of FIG. 4, the SE specified by “SE-001” is a priority order to become a supporter who performs operation support when an error is detected while the administrative service of “resident record” is provided. Is “1”. The SE identified by “SE-002” has a priority of “2” as a supporter who performs operation support when an error is detected while the “resident record” administrative service is provided. Is the second.

(3) Details of Information Stored in Provision Item Storage Unit 125 Next, details of information stored in the provision item storage unit 125 will be described. FIG. 5 is a diagram illustrating an example of provision items stored in the provision item storage unit. As shown in FIG. 5, the provision item 500 includes “administrative service type”, “error type”, and “item to be provided to SE” as information items.

  Information indicating the type of administrative service provided by the user of the terminal 110 is stored in the “type of administrative service”. The “error type” stores an identifier for specifying the detected error type.

  In “items to be provided to SE”, items relating to provision information provided to the SE as a supporter who performs operation support are stored.

In the example of FIG. 5, when an error specified by “ERR-001” is detected while an administrative service of “resident record” is being provided, for an SE who is a supporter who performs operation support ,
-A hard copy of the screen (a hard copy of the screen when an error is detected),
Screen operation log information (information indicating the content operated by the user of the terminal 110 immediately before an error is detected),
Program log information (information indicating a program executed on the terminal 110 immediately before an error is detected),
Server event information (event information recorded in the server device 120 immediately before an error is detected),
Is provided as provided information.

  As described above, in the server device 120 according to the first embodiment, for each type of administrative service and each type of error, an item about provision information to be provided to an SE who is a supporter who performs operation support is stored in advance. Is defined.

<Functional configuration of error processing unit>
Next, a functional configuration of the error processing unit 122 of the server device 120 will be described. FIG. 6 is a diagram illustrating an example of a functional configuration of the error processing unit of the server apparatus. As illustrated in FIG. 6, the error processing unit 122 includes an output determination unit 601, an SE determination unit 602, a screen control unit 603, and a transmission control unit 604.

  The output determination unit 601 receives an error message from the terminal 110 via the administrative service providing unit 121. The error message includes, for example, an error type, a JOB name, a screen ID, and the like.

  Further, the output determination unit 601 accumulates the number of errors for each type of job with respect to the type of error included in the error message. Note that, when an error is detected by an operation of a different user, the output determination unit 601 resets the number of times of the error accumulated so far. Further, even if the user is the same, when the screen being displayed on the terminal 110 is switched, the number of times of the error accumulated so far is reset.

  Further, the output determination unit 601 reads the output condition information 310 of the condition information storage unit 123, and determines whether or not the accumulated number of errors satisfies a condition for transmitting a support request. The output determination unit 601 notifies the SE determination unit 602 of an error message when it is determined that the accumulated number of errors satisfies the condition for transmitting the support request.

  The SE determination unit 602 is an example of a determination unit. When an error message is notified from the output determination unit 601, the SE determination unit 602 refers to the SE information 400 in the SE information storage unit 124, and operates the administrative service corresponding to the JOB name included in the notified error message. The SE that can be a supporter who performs support is specified.

  In addition, the SE determination unit 602 reads the environmental condition information 320 of the condition information storage unit 123, acquires the environmental information of the mobile terminal of the specified SE, and compares the two so that the specified SE can communicate safely. Determine if you are in the environment.

  Note that the example of FIG. 6 indicates that, among SEs that can be supporters who perform operation support, the SE specified by “SE-001” is determined not to be in a secure communication environment (“0”). ing. In addition, among SEs that can be supporters who perform operation support, the SE specified by “SE-002” is determined to be in a safe communication environment (“1”).

  In addition, when the SE determination unit 602 determines that the identified SE is in a safe communication environment, the SE determination unit 602 refers to the SE information 400, and from among the SEs, the priority order to become a supporter who performs operation support for the administrative service. The SE with the highest value is selected. Furthermore, the SE determination unit 602 determines whether or not the selected SE is in a safe communication environment (including information indicating the SE mobile terminal and various information for communicating with the SE mobile terminal). The result is notified to the screen control unit 603 together with the error message.

  In addition, when the SE determination unit 602 determines that the identified SE is not in a secure communication environment, the SE determination unit 602 refers to the SE information 400, and among the SEs, the priority order to be a supporter who performs operation support for the administrative service is determined. Select the highest SE. Further, the SE determination unit 602 notifies the screen control unit 603 of the information specifying the selected SE and the determination result of whether or not the user is in a safe communication environment together with an error message.

  The screen control unit 603 is an example of a control unit. When the error message is notified from the SE determination unit 602, the screen control unit 603 refers to the provision item 500 of the provision item storage unit 125, and corresponds to the type of error included in the error message. "Is read out.

  Further, the screen control unit 603 generates provision information according to the read “item to be provided to SE”. Note that the screen control unit 603 causes the terminal 110 to generate a screen hard copy, screen operation log information, and program log information by, for example, transmitting a generation instruction to the terminal 110.

  In addition, the screen control unit 603 generates a pop-up screen that includes the information specifying the SE and the determination result notified from the SE determination unit 602 and the provided information, and transmits the pop-up screen to the terminal 110 via the administrative service providing unit 121. Send. Note that the screen control unit 603 switches the process according to the determination result when including the provision information in the pop-up screen.

  Specifically, if the determination result indicates that the SE is in a secure communication environment, the screen control unit 603 includes the provided information as it is in the pop-up screen. On the other hand, when the determination result indicates that the SE is not in a secure communication environment, the screen control unit 603 cannot identify a part of the provided information (an area in which predetermined information is described). Include mask in the pop-up screen.

  In addition, the area | region where predetermined information was described shall refer to the area | region where the information with which an individual is specified was described like a name, sex, an address, a date of birth, my number, etc., for example. In this way, the risk of leakage of personal information can be reduced by performing mask processing in an indistinguishable manner on an area in which information specifying an individual is described.

When the pop-up screen is displayed on the terminal 110 by the screen control unit 603, the user of the terminal 110 inputs a permission / refusal selection instruction indicating permission / prohibition of providing the provision information to the SE. The user of the terminal 110 refers to the pop-up screen when inputting the permission / inhibition selection instruction.
・ To which SE the support request is sent,
Whether the SE sending the support request is in a secure communication environment,
・ What kind of provision information is provided to SE that sends support request,
After confirming, it is possible to select and instruct whether or not to provide the provided information.

  The screen control unit 603 receives a permission / denial selection instruction in response to displaying the pop-up screen. At this time, if the permission / refusal selection instruction indicates “permitted”, the screen control unit 603 stores the provision information in the provision information storage unit 126 in association with the URL. Further, the screen control unit 603 notifies the transmission control unit 604 of information for specifying the SE, permission / denial selection instruction, error message, and URL.

  On the other hand, when the permission / refusal selection instruction indicates “non-permitted”, the screen control unit 603 notifies the transmission control unit 604 of information for specifying the SE and permission / rejection selection instruction.

  When the transmission control unit 604 receives a permission / inhibition selection instruction indicating “permission” from the screen control unit 603, the transmission control unit 604 generates a support request including an error message and a URL and transmits the support request to the SE mobile terminal 130.

  Thus, the SE of the mobile terminal 130 that has received the support request can access the URL included in the support request and refer to the provided information. Further, the SE can provide operation support to the user of the terminal 110 based on the provided provision information. Note that the operation support may be performed by telephone or using chat or the like.

  Further, when receiving a permission / refusal selection instruction indicating “not permitted” from the screen control unit 603, the transmission control unit 604 transmits a telephone promotion message to the terminal 110. The telephone promotion message includes information specifying the SE. As a result, the user who has received the telephone promotion message can receive operation assistance by verbally communicating the error status by telephone or the like.

<Processing flow of each part>
Next, the process flow of each unit (output determination unit 601, SE determination unit 602, screen control unit 603, transmission control unit 604) of the error processing unit 122 will be described.

(1) Flow of Output Determination Processing by Output Determination Unit 601 First, the flow of output determination processing by the output determination unit 601 will be described. FIG. 7 is a flowchart showing the flow of the output determination process.

  In step S <b> 701, the output determination unit 601 determines whether an error message has been received from the administrative service providing unit 121. If it is determined in step S701 that an error message has not been received (No in step S701), the process waits until an error message is received.

  On the other hand, if it is determined in step S701 that an error message has been received (in the case of Yes in step S701), the process proceeds to step S702. In step S702, the output determination unit 601 accumulates the number of errors for each error type included in the error message for each JOB name.

  In step S703, the output determination unit 601 reads the output condition information 310 in the condition information storage unit 123.

  In step S <b> 704, the output determination unit 601 determines whether the accumulated number of errors satisfies the condition for transmitting the support request stored in the output condition information 310.

  If it is determined in step S704 that the condition is not satisfied (No in step S704), the process proceeds to step S706. On the other hand, when it is determined in step S704 that the condition is satisfied (Yes in step S704), the process proceeds to step S705.

  In step S705, the output determination unit 601 notifies the SE determination unit 602 of an error message.

  In step S706, the output determination unit 601 determines whether or not to end the output determination process. If it is determined in step S706 that the output determination process is to be continued (No in step S706), the process returns to step S701. On the other hand, when it is determined in step S706 that the output determination process is to be ended (in the case of Yes in step S706), the output determination unit 601 ends the output determination process.

(2) Flow of SE Determination Processing and Screen Control Processing by SE Determination Unit 602 and Screen Control Unit 603 Next, the flow of SE determination processing and screen control processing by the SE determination unit 602 and screen control unit 603 will be described. FIG. 8 is a flowchart showing the flow of the SE determination process and the screen control process.

  In step S <b> 801, the SE determination unit 602 determines whether an error message has been notified from the output determination unit 601. If it is determined in step S801 that no error message has been notified (No in step S801), the process waits until an error message is notified.

  On the other hand, if it is determined in step S801 that an error message has been notified (Yes in step S801), the process proceeds to step S802. In step S <b> 802, the SE determination unit 602 reads the SE information 400 in the SE information storage unit 124.

  In step S <b> 803, the SE determination unit 602 reads the environmental condition information 320 in the condition information storage unit 123. In step S804, the SE determination unit 602 acquires environment information indicating the communication environment of the mobile terminal of each SE that can be a supporter who performs operation support for the administrative service corresponding to the JOB name included in the error message.

  In step S805, the SE determination unit 602 determines whether each SE that can be a supporter who performs operation support for the administrative service corresponding to the JOB name is in a secure communication environment. If it is determined in step S805 that the user is in a secure communication environment (Yes in step S805), the process proceeds to step S806.

  In step S806, the SE determination unit 602 selects one SE having the highest priority as a supporter who performs operation support from SEs in a safe communication environment.

  In step S <b> 807, the screen control unit 603 refers to the provision item 500 of the provision item storage unit 125 and reads “item to be provided to SE” corresponding to the type of error included in the notified error message.

  In step S808, the screen control unit 603 generates provision information corresponding to the read “item to be provided to SE”.

  In step S809, the screen control unit 603 generates a first pop-up screen including information for specifying the selected SE, a determination result as to whether or not the SE is in a secure communication environment, and provided information, 110.

FIG. 9 is a diagram illustrating an example of the first pop-up screen. As shown in FIG. 9, the first pop-up screen 900 is
Information identifying the selected SE,
-Judgment result of whether or not the SE is in a secure communication environment,
・ Job name, screen ID of the administrative service provided when the error was detected,
Error type,
Such information 910 is included.

  The first pop-up screen 900 includes provision information 920. In addition, the example of FIG. 9 has shown a mode that the hard copy of the screen was displayed among several provision information. Further, the first pop-up screen 900 includes a “non-permission” button and a “permission” button. The “permit” button has a function for accepting permission / inhibition selection instructions and a function for accepting support request transmission instructions.

  Returning to the description of FIG. If it is determined in step S805 that the communication environment is not secure (No in step S805), the process proceeds to step S810.

  In step S810, the SE determination unit 602 selects the SE with the highest priority from the SEs that can be supporters who perform operation support for the corresponding administrative service.

  In step S811, the screen control unit 603 refers to the provision item 500 of the provision item storage unit 125, and reads “items to be provided to SE” corresponding to the type of error included in the notified error message.

  In step S812, the screen control unit 603 generates provision information corresponding to the read “item to be provided to SE”. Note that the screen control unit 603 generates provision information after performing mask processing on an area in which predetermined information (name, sex, address, date of birth, my number, etc.) is described.

  In step S813, the screen control unit 603 generates a second pop-up screen including information for identifying the selected SE, a determination result as to whether or not the SE is in a secure communication environment, and provided information, 110.

FIG. 10 is a diagram illustrating an example of the second pop-up screen. As shown in FIG. 10, the second pop-up screen 1000
Information identifying the selected SE,
-Judgment result of whether or not the SE is in a secure communication environment,
・ Job name, screen ID of the administrative service provided when the error was detected,
Error type,
Such information 1010 is included.

  Further, the second pop-up screen 1000 includes provision information 1020. In addition, the example of FIG. 10 has shown the mode that the hard copy of the screen was displayed among several provision information. As shown in FIG. 10, in the case of the second pop-up screen 1000, since the mask process is performed on the area in which the predetermined information is described, the provision information partially blackened is displayed. .

  Returning again to FIG. In step S <b> 814, the screen control unit 603 receives a permission / denial selection instruction input by the user of the terminal 110. If the permission / refusal selection instruction indicates “permitted”, the screen control unit 603 stores the provision information in the provision information storage unit 126 in association with the URL. Further, the screen control unit 603 notifies the transmission control unit 604 of information specifying the SE, permission / denial selection instruction, error message, and URL. On the other hand, when the permission / refusal selection instruction indicates “non-permitted”, the screen control unit 603 notifies the transmission control unit 604 of information for specifying the SE and permission / rejection selection instruction.

  In step S815, the SE determination unit 602 and the screen control unit 603 determine whether to end the SE determination process and the screen control process. If it is determined in step S815 that the SE determination process and the screen control process are to be continued (No in step S815), the process returns to step S801. On the other hand, when it is determined in step S815 that the SE determination process and the screen control process are to be ended (in the case of Yes in step S815), the SE determination unit 602 and the screen control unit 603 perform the SE determination process and the screen control process. Exit.

(3) Flow of Transmission Control Processing by Transmission Control Unit 604 Next, the flow of transmission control processing by the transmission control unit 604 will be described. FIG. 11 is a flowchart illustrating a flow of transmission control processing by the transmission control unit 604.

  In step S1101, the transmission control unit 604 determines whether a notification is received from the screen control unit 603. If it is determined in step S1101 that notification has not been received from the screen control unit 603 (No in step S1101), the process waits until notification is received.

  On the other hand, if it is determined in step S1101 that the notification has been received from the screen control unit 603 (Yes in step S1101), the process proceeds to step S1102.

  In step S1102, the transmission control unit 604 determines whether the permission / refusal selection instruction notified from the screen control unit 603 indicates “permitted” or “not permitted”. If it is determined in step S1102 that “permitted” is indicated (in the case of “permitted” in step S1102), the process proceeds to step S1103.

  In step S1103, the transmission control unit 604 generates a support request including an error message and a URL, and transmits the generated support request to the SE mobile terminal 130 serving as a supporter who performs operation support.

  In step S1104, the transmission control unit 604 determines whether the URL has been accessed from the mobile terminal 130 that has transmitted the support request. If it is determined in step S1104 that the URL is not accessed (No in step S1104), the process waits until the URL is accessed.

  On the other hand, if it is determined in step S1104 that the URL has been accessed (Yes in step S1104), the process proceeds to step S1105. In step S1105, the transmission control unit 604 permits access to the URL, and proceeds to step S1107.

  On the other hand, when it is determined in step S1102 that “not permitted” is indicated (in the case of “not permitted” in step S1102), the process proceeds to step S1106.

  In step S1106, the transmission control unit 604 generates a telephone promotion message and notifies the terminal 110, and then proceeds to step S1107.

  In step S1107, the transmission control unit 604 determines whether to end the transmission control process. If it is determined in step S1107 that the transmission control process is to be continued (No in step S1107), the process returns to step S1101. On the other hand, when it is determined in step S1107 that the transmission control process is to be ended (in the case of Yes in step S1107), the transmission control unit 604 ends the transmission control process.

  As is clear from the above description, the server device 120 in the first embodiment has a communication environment of an SE mobile terminal that can be a supporter who performs operation support when an error message is received from a terminal operated by a user. It is determined whether or not a predetermined safety standard is satisfied. If it is determined that the predetermined safety standard is not satisfied, the server device 120 includes provision information in a terminal operated by the user when receiving an instruction to transmit a support request to the SE mobile terminal from the user. Displays a pop-up screen.

  As described above, according to the server device 120 according to the first embodiment, even when the SE that is the supporter who performs the operation support is not in a safe communication environment, the user provides the SE once. You can check the information. Then, when the user determines whether to provide the provided information and determines that the provided information may be provided, a support request is transmitted. In other words, according to the server device 120 according to the first embodiment, operation support by the SE can be received even when the SE communication device serving as a supporter who performs operation support is not in a safe communication environment.

[Second Embodiment]
In the first embodiment, the error processing unit is realized in the server device of the administrative service providing system. However, the error processing unit may be realized in the server device of a system other than the administrative service providing system. .

  Further, in the first embodiment, the SE of the mobile terminal that has received the support request has not particularly referred to the method of contacting the user when performing operation support for the user of the terminal 110. The contact method is arbitrary. For example, the contact information of the user of the terminal 110 is registered in advance in the mobile terminal 130, and when the support request is received, the SE of the mobile terminal 130 instructs to call the contact information of the user of the terminal 110. It may be a mechanism that takes Alternatively, a communication destination for chatting with the terminal 110 is registered in the mobile terminal 130 in advance, and when the support request is received, the SE of the mobile terminal 130 instructs, so that the chat with the terminal 110 can be performed. It may be a mechanism to be started.

  Further, in the first embodiment, it has been described that the area where the mask process is performed is predetermined in the provision information 1020 included in the second pop-up screen 1000. However, the area where the mask process is performed may be changed by the user of the terminal 110 on the second pop-up screen.

  In the first embodiment, the provision information to be provided is described as being predetermined. However, the provision information is displayed on the first pop-up screen 900 and the second pop-up screen by the user of the terminal 110. You may be able to change it.

In addition, in the disclosed technology, forms such as the following supplementary notes are conceivable.
(Appendix 1)
Upon detecting an error in the device, it is determined whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard,
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. Display to accept the selection of whether or not to provide,
An error processing program that causes a computer to execute processing.
(Appendix 2)
Whether or not the safety standard is satisfied is determined based on whether or not connectable wireless communication belongs to a predetermined category for the communication device or whether security protection is applied. The error processing program according to appendix 1, which is characterized.
(Appendix 3)
The information provided to the supporter when it is determined that the predetermined safety standard is not satisfied is information that is masked so that at least a part of the region cannot be identified. The error processing program according to appendix 1.
(Appendix 4)
An additional note, wherein when a detected error exceeds a predetermined number of times, it is determined whether a communication environment of a communication device registered in association with the supporter satisfies a predetermined safety standard. The error processing program according to 1.
(Appendix 5)
When receiving an instruction to permit the supporter to provide the information in response to displaying the selection receivable, the information is stored in a predetermined storage location and the storage location is indicated. The error processing program according to appendix 1, wherein the information is transmitted to a communication device registered in association with the supporter.
(Appendix 6)
Upon detecting an error in the device, it is determined whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard,
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. Display to accept the selection of whether or not to provide,
An error handling method in which the computer executes the process.
(Appendix 7)
When detecting an error in the device, a determination unit that determines whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard;
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. And a control unit that displays the selection as to whether or not to provide the server.

  Note that the present invention is not limited to the configurations shown here, such as combinations with other elements, etc., in the configurations described in the above embodiments. These points can be changed without departing from the spirit of the present invention, and can be appropriately determined according to the application form.

DESCRIPTION OF SYMBOLS 100: Administrative service provision system 110: Terminal 120: Server apparatus 121: Administrative service provision part 122: Error processing part 130: Portable terminal 601: Output determination part 602: SE determination part 603: Screen control part 604: Transmission control part

Claims (7)

Upon detecting an error in the device, it is determined whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard,
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. Display to accept the selection of whether or not to provide,
An error processing program that causes a computer to execute processing.   Whether or not the safety standard is satisfied is determined based on whether or not connectable wireless communication belongs to a predetermined category for the communication device or whether security protection is applied. The error processing program according to claim 1, wherein:   The information provided to the supporter when it is determined that the predetermined safety standard is not satisfied is information that is masked so that at least a part of the region cannot be identified. The error processing program according to claim 1.   When the detected error exceeds a predetermined number of times, it is determined whether or not a communication environment of a communication device registered in association with the supporter satisfies a predetermined safety standard. The error processing program according to Item 1.   When receiving an instruction to permit the supporter to provide the information in response to displaying the selection receivable, the information is stored in a predetermined storage location and the storage location is indicated. The error processing program according to claim 1, wherein the information is transmitted to a communication device registered in association with the supporter. Upon detecting an error in the device, it is determined whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard,
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. Display to accept the selection of whether or not to provide,
An error handling method in which the computer executes the process. When detecting an error in the device, a determination unit that determines whether or not the communication environment of the communication device registered in association with the supporter of the device satisfies a predetermined safety standard;
When it is determined that the predetermined safety standard is not satisfied, the information to be provided to the supporter is displayed, and the information is sent to the supporter when receiving a support request to the supporter. And a control unit that displays the selection as to whether or not to provide the server.

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