JP2019215712A - Work assisting device and work assisting system - Google Patents

Abstract

To select a disclosing object for an assisting person with a security level being taken into consideration, and to create a manual on the basis of the assisting result.SOLUTION: A work assisting device according to the present invention includes: an assisting person managing unit that decides an assisting person on the basis of attribute information requested to the assisting person in advance by a requesting person so as to provide an opportunity for a communication between the requesting person who carries out a work and the assisting person who assists the work; and an application managing unit that decides a disclosing object which can be disclosed to the assisting person by the requesting person in the opportunity for the communication in accordance with a security level on the basis of a relationship between an organization to which the requesting person belongs and an organization to which the assisting person belongs.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a work support device and a work support system.

  2. Description of the Related Art Workers engaged in a manufacturing operation conventionally learn various types of work while experiencing various events. However, recently, with the advancement of facilities and operation systems, opportunities to learn work are decreasing. As a result of inadequate handling of workers who encounter inexperienced events, loss costs increase and the likelihood of accidents also increases. Furthermore, a large number of skilled workers are retired due to the aging of society, and there is an urgent need to pass on the know-how of skilled workers. The worker first refers to the manual when performing inexperienced work. If this is not possible, the worker requests assistance from a skilled worker who has know-how.

  In a task execution support device of Patent Document 1, when a support request is received from a person who requests support in a task including a plurality of tasks, a candidate who can support is extracted from others who have completed the task. At this time, the apparatus excludes other persons from the candidates who may interfere with the current work when the support is provided.

JP 2017-41209 A

The manual is created when the equipment is designed. In many cases, the manual is not updated despite the fact that the environment or operation method of the facility has changed over time. In many cases, there is a difference in security level (access authority) between the person who requests the support and the person who supports the person. A person who requests assistance cannot disclose, without limitation, materials necessary for assistance to those who assist. Patent Document 1 does not mention work support based on the accumulation of know-how by updating the manual and the difference in security level.
Therefore, an object of the present invention is to select a disclosure material for a supporter after reflecting a security level, and to make a support result a manual.

The work support apparatus according to the present invention determines a supporter based on attribute information requested in advance by the requester to provide a place for communication between the requester who performs the work and the supporter who supports the work. A disclosure that the client can disclose to the supporter at the place of communication in accordance with the security level based on the relationship between the supporter management department that performs and the organization to which the client belongs and the organization to which the client belongs And an application management unit for determining.
Other means will be described in the embodiment for carrying out the invention.

  According to the present invention, it is possible to select a disclosure to the supporter while reflecting the security level, and to make the support result manual.

It is a figure explaining the structure of a work assistance apparatus. It is a figure explaining supporter information. It is a figure explaining assistance request information. It is a figure explaining access information. It is a figure explaining security level information. It is a figure explaining application information. It is a figure explaining support log information. It is a figure explaining manual information. It is a flowchart of the whole processing procedure. It is a flowchart of the process sequence of a work assistance apparatus. It is a detailed flowchart of step S322. It is a detailed flowchart of step S364. It is a detailed flowchart of step S332. It is a detailed flowchart of step S459. It is a flowchart of the process sequence of a requester terminal device. It is a detailed flowchart of step S622. It is a flowchart of a processing procedure of a supporter terminal device. It is an example of a login screen. It is an example of a menu screen. It is an example of a manual search screen. It is an example of a support request screen. It is an example of a support screen.

  Hereinafter, a mode for carrying out the present invention (referred to as “the present embodiment”) will be described in detail with reference to the drawings. This embodiment is an example in which an unskilled worker communicates with a skilled worker on a website provided by the work support device. Although this embodiment assumes the work in a manufacturing field etc., this is only an example. The present invention is also applicable to “meetings” in research, development, research, general office work, and the like. Furthermore, the present invention can be applied to general life consultations as well as work and meetings as part of corporate activities.

(the term)
The client is a person who requests assistance from another person due to lack of know-how about work to be performed by the client. A supporter is a person who supports others based on their own know-how. In many cases, the requester is an unskilled worker and the supporter is a skilled worker. The client may or may not belong to the same organization as the supporter. The user is a person who is permitted to access the work support apparatus of the present embodiment. A user can be a client in one case and at the same time a supporter in another.

  The support portal site is a website provided by the work support device. The client and the supporter meet on the support portal site. The support portal site mainly provides two functions. One is a support manual and the other is a support application. The support manual is a general technical guide created for each technical theme for which the client's lack of know-how is predicted.

  The support application is a place where a specific client and a supporter communicate on a specific technical theme. The support application is more customized for the client than the support manual. In other words, in the support application, a supporter who satisfies the attribute information specified in advance by the client supports the client. Further, the support application includes a disclosure disclosed by the client, and can record the result of communication between the client and the client as text or voice.

  The disclosure material is a document relating to the work of the client, which is disclosed to the supporter by the client, and its type is a video (moving image), a still image, a sound, a text, a figure, a table, or the like. The disclosure facilitates the supporter's understanding of the client's work, but often includes the client's confidential information. The disclosure is incorporated into the support application template. A template is a framework (blank page) of a support application.

  The client can use the support manual more easily than the support application. The support application imposes time and effort on the requester to specify a condition for selecting a supporter in advance and prepare a disclosure, but can provide specific know-how to the client accurately.

  The security level is an information disclosure allowance between the client and the supporter based on the relationship between the two. Then, in accordance with the security level, a disclosure that can be disclosed from the client to the supporter is determined. Even if the client is the same, the security level is different if the supporter is different. Even if the supporter is the same, the security level is different if the client is different. For example, when both belong to the same department of the same company, the security level between them is low. If they belong to different companies, the security level between them is high. The lower the security level, the more disclosures can be incorporated into the support application.

  The reproduction script is a program that reproduces the communication performed by the client and the supporter on the support application at a later date according to the history. The work support apparatus stores the reproduction script as a support manual. Then, the client can repeatedly view the past advice and the like from the supporter as easily as using the support manual.

(Work support device)
The configuration of the work support apparatus will be described with reference to FIG. The work support device 1 is a general computer, and includes a central control device 11, an input device 12 such as a camera, a mouse, and a keyboard, an output device 13 such as a speaker and a display, a main storage device 14, an auxiliary storage device 15, and a communication device. 16. These are connected to each other by a bus. The work support apparatus 1 is operated by an administrator of the support portal site.

  The auxiliary storage device 15 stores supporter information 31, support request information 32, access information 33, security level information 34, application information 35, support log information 36, manual information 37, and user registration information 38 (described later in detail). I have. The supporter management unit 21, the access management unit 22, the application management unit 23, the manual management unit 24, and the support log management unit 25 in the main storage device 14 are programs. Thereafter, when the subject is described as “XX section”, it means that the central control device 11 reads out these programs from the auxiliary storage device 15 and loads them into the main storage device 14, and then implements the functions of each program. Means that. The support portal site 26 in the main storage device 14 is the above-described support portal site.

  The work support device 1 can communicate with the client terminal device 2 and the supporter terminal device 3 via the internal network 6, the security device 4, and the external network 7. The client terminal device 2 and the supporter terminal device 3 are general computers, and are operated by the client and the supporter, respectively. The work support device 1, the client terminal device 2, and the supporter terminal device 3 constitute a work support system.

  Each of the client terminal device 2 and the supporter terminal device 3 includes a central control device, an input device, an output device, a main storage device, an auxiliary storage device, and a communication device (not shown). Each of the client terminal device 2 and the supporter terminal device 3 includes a program for accessing the work support device 1 and viewing the support portal site 26. This program may be a general web browser when the support portal site operates in a web environment. Otherwise, this program may be a native dedicated application. The program may be an operating entity of the requester terminal device 2 and the supporter terminal device 3, and the program provided in the work support device 1 is temporarily read into the requester terminal device 2 and the supporter terminal device 3. Depending on the situation, it may be the subject of each operation.

  The client terminal device 2 includes the disclosure 5. Disclosure 5 is incorporated for support applications. Then, the client terminal device 2 and the supporter terminal device 3 can view the disclosure 5 by accessing the support portal site 26.

  The security device 4 exists between the internal network 6 and the external network 7. The terms “internal” and “external” mean whether the network is inside or outside the security device 4 when viewed from the work support device 1. The external network 7 may be the Internet. The internal network 6 may be Ethernet (registered trademark). The security device 4 performs data communication processing based on access control. The security device 4 may be, for example, a known firewall. Note that the access control here is not directly related to determining whether or not to incorporate the disclosure into the support application according to the security level.

(Supporter information)
The supporter information 31 will be described with reference to FIG. In the supporter information 31, in association with the registration ID stored in the registration ID (Identifier) column 101, the basic information column 102 has basic information, the history column 103 has history, the characteristic column 104 has characteristics, A recommendation flag is stored in the recommendation column 105, a local response range is stored in the local supportable range column 106, and support experience is stored in the support experience column 107. The supporter information 31 originally has a configuration in which a plurality of horizontal records (rows) are accumulated vertically. The reason why the supporter information 31 shown in FIG. 2 is described in two upper and lower stages is mainly due to the limitation of the page. The same applies to FIG. 3 described later.

The registration ID in the registration ID column 101 is an identifier that uniquely identifies supporter registration. In the present embodiment, registration and supporters have a one-to-one correspondence. Therefore, the registration ID is also an identifier that uniquely identifies the supporter.
The basic information in the basic information column 102 is a supporter's name (column 102a), address (column 102b), and contact information (column 102c) such as a telephone number and an email address.

  The career in the career column 103 is distinguished between active and retired (column 103a), industry (column 103b), employer (column 103c), occupation (column 103d), employment (column 103e), and one or more experiences 103f, 103g,...). Of these, the place of work is the name of the company where the supporter works (or worked). The employer here has a hierarchical structure of “company name / office name / department name”. A symbol indicating that there is a contract relationship with the company to which the client belongs may be attached to the company name. The type of industry is the type of work at the place of work. Continuous service is the number of years the supporter has worked at the place of work. The experience work is one or more specific works in which the supporter is engaged (or engaged) at the place of work. The job type is the job that most directly represents the field of activity of the supporter in the experience job.

The characteristic in the characteristic column 104 is a business skill (ability or qualification) of the supporter. Among them, information processing related skills are stored in the IT (Information Technology) column 104b, and other skills are stored in the business column 104a.
The recommendation flag in the recommendation column 105 is either “self recommendation” or “other recommendation”. “Other recommendation” indicates that the supporter is registered by the client. “Self-recommended” indicates that the supporter has registered himself. In this embodiment, “other recommendation” is the principle.

The local available range in the local available range column 106 is an area where the visitor can visit when the supporter visits the client.
The support experience in the support experience column 107 is the latest past date (column 107a), the content of the support (column 107b), and the supporter that the supporter provided support to the client in the support portal site 26. This is the client's evaluation (column 107c).

(Support request information)
The support request information 32 will be described with reference to FIG. In the support request information 32, in association with the request ID stored in the request ID column 111, the request name column 112 has a request name, the requester information column 113 has requester information, and the request content column 114 has a request. The content is a supporter ID column 118 that stores a supporter ID.

The request ID in the request ID column 111 is an identifier that uniquely identifies the request from the requester.
The request name in the request name column 112 is the name (title) of the request.
The requester information in the requester information column 113 is the name of the requester (column 113a) and the workplace (column 113b). The office here has a hierarchical structure of “company name / office name / department name”.
The request content in the request content column 114 includes a basic request information column 115, a security level information column 116, and an additional condition column 117.

  In the basic request information (column 115), the date and time (column 115a) is the date when the requester wants to receive support. The place (column 115b) is a place where the supporter visits the client. The job type (column 115c) is the job type of work to be supported. The support work (column 115d) is specific contents of support. The support type (column 115e) is either “local” on the premise that the supporter visits the client or “remote” on the premise that the supporter supports on the support application.

  The support application template (field 115f) is a template number of the support application when supporting on the support application. The support type (column 115g) is either “reproduced video” or “report”. “Reproduced video” indicates that the client desires to communicate with the supporter in real time while reproducing the disclosure on the support application. “Report” indicates that the client wants the client to submit a report to the client after the local support.

  The security level information column 116 stores, for each security level (columns 116a to 116f), the title of one or more disclosures that the client can disclose to the supporter. The higher the number, the higher the security level and the more restrictive the disclosure. As described above, the security level is determined according to the relationship between the requester's affiliation and the supporter's affiliation. The security level is not determined before the actual supporter is determined. In this sense, the security level information column 116 indicates disclosures that can be disclosed at the security level when it is assumed that the security level has been determined.

  The additional condition column 117 stores attribute information requested by the requester from the supporter. The skill (column 117a) is the skill (ability or qualification) of the supporter. The IT skill (column 117b) is a skill related to information processing among the skills of supporters. The security level (column 117c) is particularly desired by the client when using the support application for the request among the security levels in the column 116. In other words, the security level in the column 117c reflects the intention of the client for each request. For example, the smaller the security level value stored in the column 117c, the more the client is a supporter who is close to him / her. Seeking. The “attribute information” in the claims corresponds to the additional condition 117 here in a narrow sense, and the basic request information 115 and the additional condition 117 here in a broad sense.

The support experience (column 117d) is either “necessary” indicating that the supporter needs a record of providing support to the client, or “unnecessary” indicating that it is not required. The priority item (column 117e) is given priority over other skills (column 117a), IT skill (column 117b), security level (column 117c), and support experience (column 117d) as criteria for selecting a supporter. It is a thing (multiple specification is possible).
The supporter ID in the supporter ID column 118 is a registration ID that identifies the supporter finally selected from the candidates (a user ID may be used).

(Access information)
The access information 33 will be described with reference to FIG. In the access information 33, in association with the request ID stored in the request ID column 121, the user ID column 122 has a user ID, the session ID column 123 has a session ID, the role column 124 has a role, and a supporter. The security level column 125 stores the supporter security level, the web application link information column 126 stores the web application link information, and the disconnection flag column 127 stores the disconnection flag.

The request ID in the request ID column 121 is the same as the request ID in FIG.
The user ID in the user ID column 122 is an identifier that uniquely identifies the user.
The session ID in the session ID column 123 is an identifier that uniquely identifies a session that is a connection opportunity between the user and the support application.
The role in the role column 124 is either “requester” indicating that the user is the requester in the session or “supporter” indicating that the user is the supporter.
When the role is “supporter”, the supporter security level in the supporter security level column 125 indicates to which security level the user belongs as viewed from the client.

The web application link information in the web application link information column 126 is information indicating the position of the support portal site 26 in the network, and here is a URL (Uniform Resource Locator) of the support portal site 26.
The disconnect flag in the disconnect flag column 127 is either “1” indicating that the session is currently connected or “0” indicating that the session is currently disconnected.

(Security level information)
The security level information 34 will be described with reference to FIG. In the security level information 34, the security level (each column in the row 131) and the disclosure possible range (each column in the row 132) have a one-to-one correspondence. In the example of FIG. 5, the disclosure possible range is the affiliation of the supporter from the viewpoint of the client. Here, the security level is classified according to the organizational hierarchy of companies, offices, departments, etc., and the presence or absence of contractual relationships, but this is only an example (details will be described later).

(Application information)
The application information 35 will be described with reference to FIG. In the application information 35, in association with the application ID stored in the application ID column 141, the support task column 142 stores the support task, the job type column 143 stores the job type, and the disclosure column 144 stores the disclosure. Yes.

The application ID in the application ID column 141 is an identifier that uniquely identifies the support application.
The support job in the support job column 142 is the same as the support job (column 115d) in FIG.
The job type in the job type column 143 is the same as the job type (column 115c) in FIG.
Disclosure column 144 stores a plurality of combinations of disclosure type (columns 144a, 144c,...) And disclosure position information (columns 144b, 144d,...). Among these, the type is a combination of the title of the disclosure (“equipment video” etc.) and the file type (“.mp4” etc.). This title uniquely identifies a specific disclosure. The position information is a two-dimensional coordinate value on the template of the support application.

(Support log information)
The support log information 36 will be described with reference to FIG. In the support log information 36, in association with the request ID stored in the request ID field 151, the request name is stored in the request name field 152, the web application link information is stored in the web application link information field 153, and the log field 154 is displayed in the log field 154. A log is stored.

The request ID in the request ID column 151 is the same as the request ID in FIG.
The request name in the request name column 152 is the same as the request name in FIG.
The web application link information in the web application link information column 153 is the same as the web application link information in FIG.
In the log column 154, a combination of time information (column 154a) and one or more disclosures (columns 154b to 154e) is stored as a "log". The time information is the year, month, day, hour, minute, and second when each disclosure is actually viewed on the support application. The disclosure is expressed in its title and file type.

(Manual information)
The manual information 37 will be described with reference to FIG. In the manual information 37, in association with the manual ID stored in the manual ID column 161, the registration date / time column 162 has the registration date / time, the manual name column 163 has the manual name, the version column 164 has the version, and the request ID. The column 165 stores a request ID, the request name column 166 stores a request name, and the web application link information column 167 stores web application link information.

The manual ID in the manual ID column 161 is an identifier that uniquely identifies the support manual.
The registration date / time in the registration date / time field 162 is the year / month / day / hour / hour / minute / second when the record of the manual information 37 was created.
The manual name in the manual name column 163 is the name (title) of the support manual. “#” Will be described later.
The version in the version column 164 is a version number (serial number from the first edition) when the support manual is updated while maintaining its identity.

The request ID in the request ID column 165 is the same as the request ID in FIG.
The request name in the request name column 166 is the same as the request name in FIG.
The web application link information in the web application link information column 167 is the same as the web application link information in FIG.

(User registration information)
In the user registration information 38 (FIG. 1), contact information such as a user name, a password, and an e-mail address is stored in association with the user ID (not shown).

(Processing procedure)
Hereinafter, the processing procedure of this embodiment will be described. First, in the overall processing procedure (FIG. 9), the time series relationship between the work support device 1, the client terminal device 2, and the supporter terminal device 3 will be roughly described. Then, the processing procedure of the work support apparatus 1 (FIGS. 10 to 14), the processing procedure of the client terminal apparatus 2 (FIGS. 15 and 16), and the processing procedure of the support terminal apparatus 3 (FIG. 17) will be described.

(Overall procedure)
The overall processing procedure will be described with reference to FIG.
In step S <b> 201, the client terminal device 2 transmits a manual request to the work support device 1. A manual request is a request to search for a support manual.
In step S202, the work support apparatus 1 searches for a support manual. As a result of the search, there may be no support manual.
In step S <b> 203, the work support device 1 transmits the search result to the requester terminal device 2. For convenience of explanation, it is assumed that the search result here is “no support manual”.
In step S <b> 204, the requester terminal device 2 transmits a support request to the work support device 1. A support request is a request to create a support application for communicating with a supporter.

In step S <b> 205, the work support device 1 searches the supporter information 31. Here, the work support apparatus 1 searches for supporter candidates that satisfy the conditions of the support request. As a result of the search, there may be no supporter candidate.
In step S <b> 206, the work support device 1 transmits the search result to the requester terminal device 2. For convenience of explanation, it is assumed that the search result here includes a plurality of supporter candidates.
In step S207, the client terminal device 2 selects a supporter. That is, the client terminal device 2 transmits the result of selecting one supporter to the work support device 1.
In step S208, the work support apparatus 1 determines a security level between the requester and the supporter. Thereafter, the work support device 1 determines a disclosure based on the determined security level. The work support apparatus 1 transmits to the client terminal device 2 the title of the disclosure that the client can disclose to the supporter.

In step S209, the client terminal device 2 transmits the electronic data of the disclosure to the work support device 1.
In step S210, the work support apparatus 1 creates a support application. At this time, the work support apparatus 1 incorporates the disclosure into the template of the support application.
In step S <b> 211, the work support apparatus 1 transmits web application link information (URL) to the requester terminal apparatus 2 and the supporter terminal apparatus 3.
The above is the flow up to the day of support. Then, suppose that the day of support came.

In step S212, the client terminal device 2 accesses the support application.
In step S213, the supporter terminal device 3 accesses the support application.
In step S214, the work support apparatus 1 executes support. In the support application, a supporter answers a requester's question. The work support device 1 provides a support application as a place for communication between the two, and creates a log (when and who disclosed what and what was spoken).

In step S215, the work support apparatus 1 performs a termination process. The termination process is a process for terminating the support application and deleting the access authority from the supporter terminal device 3.
In step S216, the work support apparatus 1 manages the reproduction script as a support manual.

(Processing procedure of work support device)
The processing procedure of the work support apparatus 1 will be described with reference to FIGS. In the middle of the description, FIGS. First, FIG. 10 will be described.

In step S301, the access management unit 22 activates the support portal site 26. Specifically, first, the access management unit 22 accepts access from the client terminal device 2 (in the case of other recommendation) or the supporter terminal device 3 (in the case of self-recommendation). In order to simplify the description, it is assumed here that access is accepted from the client terminal device 2.
Second, the access management unit 22 displays a login screen 41 (FIG. 18) on the output device of the client terminal device 2, the user inputs the user ID in the user ID column 42a, and the password in the password column 42b. After that, it is accepted that the OK button 42c is pressed.

  Third, the access management unit 22 displays the menu screen 51 (FIG. 19) on the output device of the client terminal device 2. Then, the access management unit 22 accepts that the user (requester) presses one of the “manual request” button 52a, the “support request” button 52b, and the “supporter registration” button 52c.

In step S302, the access management unit 22 determines whether supporter registration has been accepted. Specifically, when the “supporter registration” button 52c is pressed (step S302 “Yes”), the access management unit 22 proceeds to step S303, and otherwise (step S302 “No”), step S311 is performed. Proceed to
In step S303, the supporter management unit 21 acquires supporter information. Specifically, first, the supporter management unit 21 displays a new record (each field is blank) of the supporter information 31 (FIG. 2) on the output device of the client terminal device 2.
Second, the supporter management unit 21 receives a requester inputting data in each column of a new record.

In step S304, the supporter management unit 21 creates a temporary record of the supporter information 31. Specifically, first, the supporter management unit 21 stores the newly assigned registration ID in the registration ID column 101 of the new record.
Second, the supporter management unit 21 stores a new record in which each field is filled in the auxiliary storage device 15 as a “provisional record” of the supporter information 31.
In step S305, the supporter management unit 21 notifies candidate supporters. Specifically, the supporter management unit 21 transmits a notification to a supporter candidate (temporary record field 102a). The notification here includes the contents of the temporary record, the name of the client, and the message “Do you approve to register as a supporter with this content?”.

In step S306, the supporter management unit 21 determines whether or not the supporter candidate has been approved. Specifically, if the response to the notification message in Step S305 is “Approve” (Step S306 “Yes”), the supporter management unit 21 proceeds to Step S307. When the response is “not approved” (step S306 “No”), the supporter management unit 21 proceeds to step S308.
In step S <b> 307, the supporter management unit 21 creates a record of supporter information 31. Specifically, the supporter management unit 21 sets the temporary record stored in “second” in step S <b> 304 as an official record of the supporter information 31.
In step S308, the supporter management unit 21 deletes the temporary record of the supporter information 31. Specifically, the supporter management unit 21 deletes the temporary record stored in “second” in step S304.

  In step S311, the access management unit 22 determines whether a manual request has been received. Specifically, when the “manual request” button 52a (FIG. 19) is pressed (step S311 “Yes”), the access management unit 22 proceeds to step S312 and otherwise (step S311 “No”). The process proceeds to step S321.

  In step S312, the manual management unit 24 searches for a support manual. Specifically, first, the manual management unit 24 displays the manual search screen 61 (FIG. 20) on the output device of the client terminal device 2. Then, the manual management unit 24 accepts that the client inputs a search word (such as the title of the support manual) in the manual name field 62a and presses the “OK” button 62c.

Secondly, the manual management unit 24 searches the manual name column 163 of the manual information 37 (FIG. 8) based on the search word, and acquires all corresponding records. There is a case where the corresponding record does not exist.
Third, the manual management unit 24 displays the manual name, registration date and version, and version of the record corresponding to “second” in step S312 in the search result column 62b. If there is no corresponding record, the manual management unit 24 displays that fact in the search result column 62b.

  In step S313, the manual management unit 24 determines whether a support manual exists. Specifically, the manual management unit 24 proceeds to step S315 when there is no corresponding record in “second” in step S312 (step S313 “No”). If there is a corresponding record (step S313 “Yes”), the manual management unit 24 proceeds to step S314.

  In step S314, the manual management unit 24 notifies the requester of the location of the support manual. Specifically, first, when a plurality of records are found in the “second” of step S312, the manual management unit 24 selects the radio button 62e in the search result column 62b, and then returns to “OK” again. "" Button 62c is pressed. When only one record corresponds to “second” in step S312, the manual management unit 24 considers that the requester has selected that record.

Secondly, the manual management unit 24 displays on the output device of the client terminal device 2 information specifying the location where the support manual selected by the client is stored. The support manual may be stored in the auxiliary storage device 15 of the work support device 1 or may be stored in any other external storage device. At this time, the manual management unit 24 may acquire a support manual and display the acquired support manual on the output device of the client terminal device 2. The manual search screen 61 displays a “return” button 62 d, a logout button 64, and a user (requester) name 63. When the user presses the “return” button 62d, the manual management unit 24 returns the display screen to the menu screen 51 (FIG. 19).
In step S315, the manual management unit 24 notifies the requester that there is no support manual.

In step S321, the access management unit 22 determines whether a support request has been received. Specifically, the access management unit 22 proceeds to step S322 when the “support request” button 52b (FIG. 19) is pressed (step S321 “Yes”), and otherwise (step S321 “No”). The process proceeds to step S331.
In step S322, the application management unit 23 and the like prepare support. Details of step S322 will be described with reference to FIG.

In step S331, the access management unit 22 determines whether or not a time point for support has come. As a premise of step S331, the work support device 1 accepts the date and time (the column 115a in FIG. 3) that the client desires to receive support before reaching step S331. When the date and time has arrived and the web application link information (URL) is pressed (step S331 “Yes”), the access management unit 22 proceeds to step S332, and otherwise (step S331 “No”). Then, the processing procedure of the work support apparatus is finished.
In step S332, the application management unit 23 and the like execute support. Details of step S332 will be described with reference to FIG.
After step S307, S308, S314, S315, S322 or S332, the processing procedure of the work support apparatus is terminated.

Details of step S322 will be described with reference to FIG.
In step S351, the application management unit 23 displays a support request screen 71 (FIG. 21). Specifically, first, the application management unit 23 displays a support request screen 71 (FIG. 21) on the output device of the requester terminal device 2. The basic request information column 72a, the security level information column 72b, and the additional condition column 72c on the support request screen 71 correspond to the basic request information column 115, the security level information column 116, and the additional condition column 117, respectively, in FIG. The application management unit 23 displays the security level information 34 (FIG. 5) on the uppermost line and the second line (reference numeral 72d) of the security level information column 72b.
Second, the application management unit 23 accepts that the client inputs data inside the thick lines in the basic request information field 72a, the security level information field 72b, and the additional condition field 72c. Note that the input to the additional condition column 72c is arbitrary (it is not necessary to input).

In step S352, the application management unit 23 creates a temporary record of the support request information 32 (FIG. 3). Specifically, first, the application management unit 23 allows the requester to make a request name (corresponding to the column 112 in FIG. 3) and requester information (in FIG. 3) via the input device of the requester terminal device 2. (Corresponding to the column 113) is accepted.
Second, the application management unit 23 creates a temporary record of the support request information 32 using the data received in “second” in step S351 and “first” in step S352. At this time, the application management unit 23 stores the newly assigned request ID in the request ID column 111 of the temporary record and leaves the supporter ID column 118 blank.

In step S353, the supporter management unit 21 acquires one unprocessed arbitrary record of the supporter information 31 (FIG. 2). The record acquired here is called “determination target record”.
In step S354, the supporter management unit 21 calculates a base point of a supporter candidate based on the basic request information. Specifically, the supporter management unit 21 calculates a “basic point” based on the degree of coincidence between the basic request information of the temporary record and the information in each field of the determination target record. The supporter management unit 21 can calculate the base point by any method. The supporter management unit 21 uses “0 points” as an initial value and adds base points according to the following rules, for example. The point distribution can be arbitrarily set by the manager of the work support apparatus 1 based on the request of the client (the same applies to additional points and bonus points described later).

<Rule 1> When the job type (column 115c) of the temporary record matches the job type (column 103d) of the determination target record, the supporter management unit 21 adds 10 points to the base point.
<Rule 2> When the support work of the temporary record (column 115d) matches one of the experience work (column 103f etc.) of the determination target record, the supporter management unit 21 adds 20 points to the base point To do.
<Rule 3> When the location of the temporary record (column 115b) matches the local correspondence range (column 106) of the determination target record, the supporter management unit 21 adds 5 points to the base point.
<Rule 4> When all of rules 1 to 3 match, the supporter management unit 21 adds the score obtained by multiplying the value of the service (column 103e) of the record to be determined by “0.5” to the base point.
<Rule 5> Supporter management when the temporary record support operation (column 115d) matches the content of the determination target record (column 107b) and the evaluation of the determination target record (column 107c) is "good" The unit 21 adds 30 points to the base point.

  In step S355, the supporter manager 21 determines whether an additional condition has been input. Specifically, the supporter management unit 21 proceeds to step S356 if there is an input to the additional condition field 72c in “second” in step S351 (step S355 “Yes”), and otherwise ( Step S355 “No”), the process proceeds to Step S358.

  In step S356, the supporter management unit 21 calculates the additional points of the supporter candidates based on the additional conditions other than the priority items. Specifically, the supporter management unit 21 calculates “addition points” based on the degree of coincidence between the provisional record addition conditions (excluding priority items) and the information in each field of the determination target record. The supporter management unit 21 can calculate the additional points by an arbitrary method. The supporter management unit 21 adds “0 points” as an initial value, for example, according to the following rules.

<Rule 11> When the skill of the temporary record (column 117a) matches the characteristic of the task column 104a of the determination target record, the supporter management unit 21 adds 10 points to the additional points.
<Rule 12> When the IT skill (column 117b) of the temporary record matches the characteristic of the IT column 104b of the record to be determined, the supporter management unit 21 adds 20 points to the additional points.
<Rule 13> When at least one of the security levels (column 117c) of the temporary record matches the security level of the supporter (column 102a) of the determination target record, the supporter management unit 21 sets 10 as an additional point. to add. The supporter management unit 21 compares the work place of the temporary record (column 113b) with the work place (column 103c) and active / retirement distinction (column 103a) of the determination target record, and the requester and the supporter The security level with the candidates is determined (details will be described later in step S401).
<Rule 14> When the support experience of the temporary record (column 117d) is “necessary” and the evaluation (column 107c) of the determination target record is “good”, the supporter management unit 21 adds 30 to the additional points. Add points.

In step S357, the supporter management unit 21 calculates bonus points for supporter candidates based on the priority items. Specifically, the supporter management unit 21 calculates bonus points according to the following rules, for example.
<Rule 21> Support when the additional point added in rule 11 is equal to or greater than the additional point added in rule 13 and the priority item (column 117e) of the temporary record is "skill" The manager 21 sets 10 bonus points.
<Rule 22> When the additional point added in the rule 13 is equal to or more than the additional point added in the rule 11, and the priority item (column 117e) of the temporary record is “security level”, The supporter management unit 21 sets 10 bonus points.

In step S358, the supporter management unit 21 calculates a total score of supporter candidates. Specifically, the supporter management unit 21 sums up the basic points, the additional points (when passing through “Yes” in step S355), and the bonus points (same as above), and the total result of the supporters of the determination target record Let it be a point. Each time through step S358, the supporter management unit 21 stores the total score in association with the registration ID (identifies a supporter candidate).
In step S359, the supporter management unit 21 determines whether there is an unprocessed record. Specifically, the supporter management unit 21 returns to step S353 when there is a record to be determined as a determination target record (step S359 “Yes”), otherwise (step S359 “No”), step The process proceeds to S360.

In step S360, the supporter management unit 21 determines whether there is a supporter candidate whose total score is equal to or greater than a predetermined threshold. Specifically, first, the supporter management unit 21 applies a predetermined threshold value to the total score stored in step S358.
Second, the supporter management unit 21 proceeds to step S361 if there is a candidate for a supporter whose total score is equal to or greater than a predetermined threshold (step S360 “Yes”), and otherwise (step S360 “No”). ”), The process proceeds to step S365.

  In step S361, the supporter management unit 21 notifies the supporter information. Specifically, the supporter management unit 21 transmits, to the client terminal device 2, together with the total score calculated in step S <b> 358, for the supporter whose total score is equal to or greater than a predetermined threshold among the determination target records. . At this time, the supporter management unit 21 also transmits a message “Do you receive support from this supporter?” At the same time. The client responds with either “Yes” or “No” to the message. In addition, when there are a plurality of supporters whose total score is equal to or greater than the predetermined threshold, the supporter management unit 21 transmits a plurality of combinations of the determination target record and the total score, and the client requests each of them. Reply either “Yes” or “No”.

  In step S362, the supporter management unit 21 determines whether the requester has approved. Specifically, when the supporter management unit 21 receives a “Yes” response (Step S362 “Yes”), the supporter management unit 21 proceeds to Step S363 and receives a “No” response (Step S362 “No”). The process proceeds to step S366.

In step S363, the application management unit 23 creates a record of support request information 32 (FIG. 3). Specifically, first, the application management unit 23 stores the supporter ID in the supporter ID column 118 of the temporary record of the support request information 32 created in “second” in step S352. The supporter ID here is the supporter ID of one or more supporters who answered “Yes” in Step S361.
Second, the application management unit 23 stores the temporary record as an official record of the support request information 32.

In step S364, the application management unit 23 prepares a support application. Details of step S364 will be described with reference to FIG.
In step S365, the application management unit 23 notifies that there is no supporter. Specifically, the application management unit 23 transmits a message “No supporter who can support you was found” to the client terminal device 2.
In step S366, the application management unit 23 deletes the temporary record of the support request information 32.
After step S364 or S366, step S322 is terminated.

The details of step S364 will be described with reference to FIG.
In step S401, the application management unit 23 acquires a disclosure based on the security level. Specifically, first, the application management unit 23 determines whether the work request (column 113b) of the support request information 32, the work (column 103c) of the supporter information 31 and the active / retirement distinction (column 103a). And determine the security level between the client and the candidate for the supporter. For example, when the workplace of the client is “Company A / B establishment / C department” and the supporter's work place is “Company A / N establishment / M department”, the application management unit 23 Is applied to the security level information 34 (FIG. 5), and “2” is determined as the security level.

Second, the application management unit 23 refers to the security information field 116 of the support request information 32 and determines a disclosure corresponding to the determined security level. For example, when the disclosure corresponding to the security level “2” is as shown in the security level information 72b in FIG. 21, the application management unit 23 displays “design drawing A”, “design drawing B”, and “equipment video” as the disclosure. A "is determined.
Thirdly, the application management unit 23 notifies the client terminal device 2 of the determined title of the disclosure, and acquires electronic data of the disclosure itself from the client terminal device 2.

In step S402, the application management unit 23 acquires a support log model. Specifically, the application management unit 23 acquires the support log type (column 115g) from the support request information 32 (FIG. 3).
In step S403, the application management unit 23 determines whether or not support by the support application is necessary. Specifically, if the support log type acquired in step S402 is “playback video” (step S403 “Yes”), the application management unit 23 proceeds to step S404. If the support log type is “report” (step S403 “No”), the application management unit 23 proceeds to step S408. Regarding the branching in step S403, other “variation examples” will be described later.

  In step S404, the application management unit 23 incorporates the disclosure into the support application. Specifically, the application management unit 23 incorporates the disclosure acquired in “third” of step S401 into the “temporary position” of the support application template. Which disclosure is to be incorporated into which temporary position on the template is arbitrary (the client's change is accepted later).

In step S405, the application management unit 23 requests confirmation of the layout. Specifically, first, the application management unit 23 displays a template (not shown) incorporating the disclosure on the output device of the client terminal device 2 together with a message “Do you want to change the layout?” .
Second, the application management unit 23 receives a “Yes” or “No” response from the client terminal device 3.

  In step S406, the application management unit 23 determines whether the layout needs to be changed. More specifically, if “Yes” is received in “second” of step S405 (“Yes” in step S406), the application management unit 23 proceeds to step S407, and receives “No” (step S406). “No”), and the process proceeds to step S409.

  In step S407, the application management unit 23 changes the layout. Specifically, the application management unit 23 accepts that the client changes the layout (position) of one or more disclosure items on the template on the screen of the supporter terminal device 2.

  In step S408, the application management unit 23 prints the disclosure. Specifically, the application management unit 23 converts all the disclosure items into printable text or still images, and uses them as attachments to the “report” described above. When the supporter inputs know-how or the like with a digital pen on the digital notebook at the site, the application management unit 23 may store the writing information in the support log information 36. Thereafter, the application management unit 23 ends Step S364. In addition. The application management unit 23 may regard the supplementary material as one support manual. In this case, the application management unit 23 stores the converted text or the like in the manual information 37 in association with the request ID.

In step S409, the application management unit 23 stores application information 35 (FIG. 6). Specifically, first, the application management unit 23 creates a new record of the application information 35 (FIG. 6).
Second, the application management unit 23 stores the type and position information of the disclosure in the disclosure column 144 based on the provisional position of the disclosure or the change received in step S407.

  Third, the application management unit 23 stores the newly numbered application ID in the application ID column 141 of the new record. The application management unit 23 stores the support job (column 115d) and job type (column 115c) of the request support information 32 in the support job column 142 and job type column 143 of the new record, respectively. The application management unit 23 stores the application ID in association with the request ID.

  In step S410, the application management unit 23 transmits the web application link information. Specifically, the application management unit 23 uses a template in which a disclosure is incorporated as a support application, and transmits web application link information (URL) of the support application to the requester terminal device 2 and the supporter terminal device 3. At this time, the application management unit 23 specifies the requester terminal device 2 and the supporter terminal device 3 as the transmission destination based on the requester (column 113a) and the supporter ID (column 118) of the supporter request information 32. . Thereafter, step S364 is terminated.

(Modified example of branching in step S403)
Even if the client tries to acquire an on-site image for the purpose of explaining to the supporter, a digital camera or the like may not be used on the site. For example, when the use of a digital camera causes interference with other electronic devices, the case where the use of the camera is not permitted for confidentiality is applicable. In this case, the requester must use, for example, a handwritten document as a disclosure. Even if there are no such restrictions, it is often the case that a supporter can add a handwritten document or the like as a disclosure material only at the preparation stage of the support application. Therefore, in step S403, the application management unit 23 may proceed to step S408 when receiving an input indicating that there is an additional disclosure to be printed, and may proceed to step S404 in other cases.

Details of step S332 will be described with reference to FIG.
In step S451, the application management unit 23 acquires application information. Specifically, the application management unit 23 acquires the request ID of the record of the support request information 32 when the date and time to be supported has arrived, and acquires the application ID associated with the acquired request ID. Further, the application management unit 23 acquires a record of application information 35 having the acquired application ID.

In step S452, the access management unit 22 waits for access to the support application. Specifically, the access management unit 22 creates a support application based on the record of the application information 35 acquired in step S451, and sets the support application in a state accessible from the requester terminal device 2 and the supporter terminal device 3. Put. Thereafter, it is assumed that there is an access to the support application from the client terminal device 2 and the supporter terminal device 3.
In step S453, the access management unit 22 creates access information 33. Specifically, when there is a connection request (session) from a user (requester and supporter), a record of access information 33 in FIG. 4 is created. At this time, the access management unit 22 stores “1” as the disconnection flag (column 127).

  In step S454, the application management unit 23 displays the support screen 81 (FIG. 22). Specifically, the application management unit 23 displays a support screen 81 on the output device of the requester terminal device 2 and the output device of the supporter terminal device 3. Then, communication begins between the client and the supporter. In the support screen 81, disclosures 83a, 83b, and 83c are incorporated as icons. These are disclosures that the client has determined to disclose to the supporter. When the client or supporter selects, for example, the facility image 83a on the screen, the application management unit 23 reproduces the facility image 83 as a moving image. Further, when the client or supporter selects, for example, the plant design drawing 83b, the application management unit 23 continuously slides and displays each page of the plant design drawing.

  The requester or the supporter can input characters in the comment content column 85 of the memo column 84. Then, the application management part 23 displays the character in the message content column 85 of the other party's screen in real time. The application management unit 23 can also convert the voice of the client or supporter into characters and display them in the message content column 85 on both screens. The application management unit 23 can also store the input character (spoken voice) in association with the date and the speaker. Furthermore, the application management unit 23 can also display video (moving images such as upper body images) of the requester and supporter in the columns 82a and 82b.

In step S455, the support log management unit 25 creates support log information 36 (FIG. 7). Specifically, first, the support log management unit 25 creates a new record of the support log information 36.
Secondly, each time the client or the supporter selects a disclosure, the support log management unit 25 stores, as a log, the time at which the disclosure was selected and the selected disclosure in the log column 154 of the new record. The type (title and file type) is stored.
Third, the support log management unit 25 stores the request ID and request name of the support request information 32 (FIG. 3) in the request ID column 151 and the request name column 152 of the new record. The support log management unit 25 stores the web application link information (column 126) of the access information 33 (FIG. 4) in the web application link column 153 of the new record.

  In step S456, the application management unit 23 determines whether the work support has been completed. Specifically, when receiving a notification from the requester and the supporter that the access to the support application has been completed (step S456 “Yes”), the application management unit 23 sets the disconnection flag of the access information 33 to “0”. Then, the process proceeds to step S457. In other cases (step S456 “No”), the application management unit 23 returns to step S454. Then, logs are accumulated in step S455 during the repetitive processing.

In step S457, the application management unit 23 accepts logout. Specifically, the application management unit 23 receives a logout instruction from the requester terminal device 2 and the supporter terminal device 3.
In step S458, the access management unit 22 deletes the access authority of the supporter.
In step S459, the manual management unit 24 creates a manual. Details of step S459 will be described with reference to FIG. Thereafter, step S332 is terminated.

The details of step S459 will be described with reference to FIG.
In step S <b> 501, the manual management unit 24 acquires support log information 36. Specifically, the manual management unit 24 acquires the log stored in “second” in step S455.
In step S502, the manual management unit 24 creates a reproduction script. Specifically, the manual management unit 24 creates a reproduction script based on the log acquired in step S501. As described above, the playback script is a program that selects and plays back a plurality of disclosure items selected and played back on the support screen 81 at a later date in the same order and at the same time interval.

In step S503, the manual management unit 24 registers the reproduction script as a manual. Specifically, first, the manual management unit 24 creates a new record of the manual information 37. The manual management unit 24 stores the request ID, the request name, and the web application link information of the support log information 36 in the request ID field 165, the request name field 166, and the web application link information field 167 of the new record. .
Secondly, the manual management unit 24 stores the newly assigned manual ID and the current time in the manual ID column 161 and the registration date / time column 162 of the new record, respectively.

  Third, the manual management unit 24 stores the name of the playback script and “1.0” in the manual name column 163 and the version column 164 of the new record, respectively. The name of the replay script is arbitrary, and may be, for example, the same name as the request name (“XX Manufacture ...”). However, the manual management unit 24 attaches a code such as “#” to the request name and stores the link information (URL) of the playback script in association with the request name so that it can be understood that it is a playback script. It is desirable. When another reproduction script having a different content is already registered with the same name (manual name), the manual management unit 24 stores, for example, “2.0” in the version column 164 to distinguish it from the registered one.

  In step S504, the manual management unit 24 releases the support manual. Specifically, the manual management unit 24 makes a playback script as one of the manuals searchable and viewable by the user (supporter) and then places it in an arbitrary place (for example, the auxiliary storage device 15). Remember. Thereafter, step S459 is terminated.

  As is clear from the configuration of the manual information 37 in FIG. 8, a plurality of manuals including the playback script are associated with each other using the request ID as an intermediary. Therefore, for example, a client who has viewed the support application in the past can easily access a reproduction script for reproducing the current viewing. Further, a client who searches for a certain manual can easily access a reproduction script associated with the manual.

(Processing procedure of client terminal device)
The processing procedure of the client terminal device 2 will be described with reference to FIGS. 15 and 16. First, FIG. 15 will be described.
In step S601, the client terminal device 2 connects to the support portal site. Specifically, the client terminal device 2 accesses the support portal site and displays the login screen 41 (FIG. 18) on its own output device. Thereafter, in the client terminal device 2, it is assumed that the client inputs a user ID in the user ID field 42a, inputs a password in the password field 42b, and then presses the OK button 42c.

In step S602, the client terminal device 2 determines whether or not the supporter registration has been accepted. Specifically, when the “supporter registration” button 52c is pressed (step S602 “Yes”), the requester terminal device 1 proceeds to step S603, otherwise (step S602 “No”), Proceed to S611.
In step S603, the client terminal device 2 receives supporter information. Specifically, the client terminal device 2 displays a new record (each field is blank) of the supporter information 31 (FIG. 2) on its output device, and the client requests each of the new records. Accept data entry in the field.

In step S604, the client terminal device 2 transmits supporter information. Specifically, the client terminal device 2 transmits the data received in step S603 to the work support device 1.
In step S605, the client terminal device 2 determines whether or not the supporter has approved. Specifically, the requester terminal device 2 proceeds to step S641 when receiving a notification from the work support device 1 that the supporter has approved its registration (step S605 “Yes”). In other cases (step S605 “No”), the client terminal device 2 waits until receiving the notification.

In step S611, the client terminal device 2 determines whether a manual request has been accepted. Specifically, the requester terminal device 2 proceeds to step S612 when the “manual request” button 52a is pressed (step S611 “Yes”), and otherwise (step S611 “No”), step S621. Proceed to
In step S612, the client terminal device 2 accepts the search condition. Specifically, the client terminal device 2 displays the manual search screen 61 (FIG. 20) on its output device, and the client inputs a search word (such as a title of the support manual) in the manual name field 62a. It is accepted that the “OK” button 62c is pressed.

In step S613, the client terminal device 2 transmits a search condition. Specifically, the client terminal device 2 transmits the search word received in step S612 to the work support device 1.
In step S614, the client terminal device 2 determines whether there is a support manual. Specifically, when the requester terminal device 2 receives from the work support device 1 a notification that there is a support manual corresponding to the search term (step S614 “Yes”), the requester terminal device 2 proceeds to step S615. When the requester terminal device 2 receives a notification that the support manual does not exist from the work support device 1 (step S614 “No”), the requester terminal device 2 proceeds to step S641.

In step S615, the client terminal device 2 acquires the location of the support manual. Specifically, the client terminal device 2 receives from the work support device 1 link information of a place where the support manual exists or the support manual itself. Thereafter, the process proceeds to step S641.
In step S621, the client terminal device 2 determines whether a support request has been received. Specifically, the requester terminal device 2 proceeds to step S622 when the “support request” button 52b is pressed (step S621 “Yes”), and otherwise (step S621 “No”). Proceed to

In step S622, the client terminal device 2 prepares for support. Details of step S622 will be described with reference to FIG. Thereafter, the process proceeds to step S641.
In step S <b> 631, the client terminal device 2 determines whether or not a point in time for support has come. Specifically, the client terminal device 2 receives the date and time (column 115a in FIG. 3) that the client wants to receive support and presses the web application link information (URL) (step S631 " Yes "), the process proceeds to step S632. In other cases (step S331 “No”), the client terminal device 2 proceeds to step S641.

In step S632, the client terminal device 2 receives support. Specifically, the client terminal device 2 causes the client and the supporter to communicate on the support screen 81 (FIG. 22) of the support application. Thereafter, the process proceeds to step S641.
In step S641, the client terminal device 2 determines whether or not the user has logged out. Specifically, when the requester terminal device 1 receives the instruction to log out (“Yes” in step S641), the client terminal device 1 ends the processing procedure of the requester terminal device, otherwise (step S641 “No”). ), And return to step S602.

Details of step S622 will be described with reference to FIG.
In step S651, the client terminal device 2 accepts input of support request information 32 (FIG. 3). Specifically, first, the client terminal device 2 displays a support request screen 71 (FIG. 21) on its output device.
Second, the client terminal device 2 accepts that the client inputs data inside the thick lines in the basic request information field 72a, the security level information field 72b, and the additional condition field 72c.
In step S652, the client terminal device 2 transmits the support request information 32. Specifically, the client terminal device 2 transmits the data received in “second” in step S651 to the work support device 1.

In step S653, the client terminal device 2 determines whether or not a support request result has been received. Specifically, when the requester terminal device 2 receives a notification (support request result) informing the presence or absence of a supporter from the work support device 1 (step S653 “Yes”), the requester terminal device 2 proceeds to step S654, and otherwise (Step S653 “No”), and waits for reception.
In step S654, the client terminal device 2 determines whether a support request has been determined. Specifically, the requester terminal device 2 determines that the support request result is “with supporter” and the requester has approved that the supporter receives support from the supporter (step S654 “Yes”). The process proceeds to S655. In other cases (step S654 “No”), the client terminal device 2 proceeds to step S659.

  In step S655, the client terminal device 2 determines whether or not there is a disclosure. Specifically, when there is a disclosure, that is, when the disclosure is input to the security level information column 72b in the “second” of step S651 (“Yes” in step S655), the client terminal device 2 determines whether the disclosure is present. Proceed to S656. In other cases (step S655 “No”), the client terminal device 2 proceeds to step S658.

In step S656, the client terminal device 2 acquires a disclosure that satisfies the security level. At this stage, the work support apparatus 1 determines the security level between the client and the supporter, and among the disclosures input to the security level information column 72b in “second” in step S651, the determined security level is determined. Decide what corresponds to the level. First, the client terminal device 2 receives the title of the disclosure corresponding to the determined security level from the work support device 1.
Secondly, the client terminal device 2 acquires the electronic data of the disclosure that received the title in “first” in step S656 from an arbitrary location (for example, the auxiliary storage device of the client terminal device 2).

In step S657, the client terminal device 2 transmits the disclosure. Specifically, the client terminal device 2 transmits the electronic data of the disclosure obtained in “second” in step S656 to the work support device 1.
In step S658, the client terminal device 2 determines whether web application link information has been received. Specifically, when the client terminal device 2 receives the web application link information (URL) from the work support device 1 (step S658 “Yes”), the client terminal device 2 proceeds to step S661, and otherwise (step S658 “No”). ”), The process proceeds to step S660.

  In step S659, the client terminal device 2 determines whether or not to make the support request again. Specifically, when the “support request” button 52b is pressed again (step S659 “Yes”), the client terminal device 1 returns to step S651, and otherwise (step S659 “No”), the Proceed to S660. In step S651 after the return, the requester terminal apparatus 2 inputs data different from the previous data inside the thick lines in the basic request information field 72a, the security level information field 72b, and the additional condition field 72c in FIG. Accept to do.

In step S660, the client terminal device 2 withdraws the support request. Specifically, the client terminal device 2 transmits a notification to the effect that the support request is withdrawn to the work support device 1. Thereafter, step S622 is terminated.
In step S661, the client terminal device 2 connects to the support application.
In step S662, the client terminal device 2 confirms the layout. Specifically, the requester terminal device 2 displays the template incorporating the disclosure on its own output device together with the message “Do you want to change the layout?”. Then, the requester inputs a reply “Yes” or “No”.

In step S663, the client terminal device 2 determines whether or not to change the layout. Specifically, the requester terminal device 2 proceeds to step S664 when the response of step S662 is “Yes” (step S663 “Yes”), and when the response is “no” (step S663 “ No "), and ends step S622.
In step S664, the client terminal device 2 transmits a layout change request. Specifically, the client terminal device 2 transmits the position information after changing the disclosure to the work support device 1. Thereafter, the process returns to step S658.

(Processing procedure of supporter terminal device)
The processing procedure of the supporter terminal device 3 will be described with reference to FIG.
In step S701, the supporter terminal device 3 determines whether or not supporter registration has been accepted. Specifically, the supporter terminal device 3 receives a notification from the work support device 1 that there is a requester who intends to register his / her user as a supporter candidate (step S701 “Yes”). The process proceeds to S702. In other cases (step S701 “No”), the supporter terminal device 3 proceeds to step S711.
In step S702, the supporter terminal device 3 connects to the support portal site. Note that the connection method to the support portal site conforms to step S601.

In step S703, the supporter terminal device 3 determines whether to approve supporter registration. Specifically, the supporter terminal device 3 proceeds to step S704 when receiving an input from the user to approve that the user is registered as a supporter (step S703 “Yes”). In other cases (step S703 “No”), the supporter terminal device 3 proceeds to step S725.
In step S704, the supporter terminal device 3 acquires supporter information. Specifically, the supporter terminal device 3 receives a record of the supporter information 31 (information about the supporter recognized by the requester) from the work support device 1.

In step S705, the supporter terminal device 3 determines whether to change the supporter information. Specifically, the supporter terminal device 3 progresses to step S706, when changing the content of the record received in step S704 (step S705 "Yes"). In other cases, or when the approval is canceled without changing the content of the record (step S705 “No”), the supporter terminal device 3 proceeds to step S725.
In step S706, the supporter terminal device 3 transmits the changed supporter information. Specifically, the supporter terminal device 3 accepts that its own user (supporter) modifies the record of the supporter information 31, and transmits the corrected record to the work support device 1.

In step S711, the supporter terminal device 3 determines whether a support request has been received. Specifically, when the supporter terminal device 3 receives a notification from the work support device 1 that the supporter is selected as a supporter related to the specific request (step S711 “Yes”), the process proceeds to step S712. . In other cases (step S711 “No”), the supporter terminal device 3 proceeds to step S721.
In step S712, the supporter terminal device 3 connects to the support portal site.

In step S713, the supporter terminal device 3 acquires support request information. Specifically, the supporter terminal device 3 receives a record of support request information 32 (contents of support, etc.) from the work support device 1.
In step S714, the supporter terminal device 3 determines whether to approve support request information. Specifically, when the supporter terminal device 3 accepts a response that the supporter approves that it becomes a supporter related to the request (step S714 “Yes”), the process proceeds to step S725. In other cases (step S714 “No”), the supporter terminal device 3 entrusts the processing to the work support device 1. Then, the work support apparatus 1 proceeds to step S715. In addition, the operation subject of the step in the broken line in FIG.

In step S715, the supporter management unit 21 of the work support apparatus 1 determines whether there are other supporter candidates. Specifically, the supporter management unit 21 proceeds to step S716 when there is another supporter candidate (step S715 “Yes”), and proceeds to step S725 otherwise (step S715 “No”). .
In step S716, the supporter management unit 21 of the work support apparatus 1 introduces other supporter candidates. Specifically, the supporter management unit 21 transmits a record of support request information 32 (support contents and the like) to the supporter terminal device 3 of another user. Then, when another supporter candidate approves the support request information, the supporter management unit 21 notifies the requester of the other supporter.

In step S721, the supporter terminal device 3 determines whether or not a time point for support has come. Specifically, the supporter terminal device 3 determines that the date and time when the client wishes to receive support has arrived and the web application link information (URL) is pressed (step S721 “Yes”), the process proceeds to step S722. move on. In other cases (step S721 “No”), the supporter terminal device 3 returns to step S701.
In step S722, the supporter terminal device 3 connects to the support application.

In step S723, the supporter terminal device 3 provides support information. At this stage, the supporter and the client communicate on the support screen 81 (FIG. 22) of the support application. The supporter views (reproduces) the disclosure provided by the client and inputs advice, know-how, and the like in text (voice).
In step S724, the supporter terminal device 3 determines whether to end the support. Specifically, when the supporter terminal device 3 accepts that the supporter inputs an instruction to end support (step S724 “Yes”), the process proceeds to step S725, and otherwise (step S721). “No”), the process returns to step S723.

In step S725, the supporter terminal device 3 receives the result notification. Specifically, the supporter terminal device 3 receives the following message from the work support device 1.
・ If you go through “Yes” in step S703, “You are registered as a supporter.”
・ If you go through step S703 “No”, “You were not registered as a supporter.”
・ If you go through “Yes” in step S714, “You will be supporting the client XX at a later date.”
・ If you go through step S714 “No”, “You will not support the client XX.”
・ If you go through step S724 “Yes”, “Thank you for your support.”
Thereafter, when the supporter terminal device 3 accepts that the supporter logs out, the processing procedure of the supporter terminal device 3 is ended.

(Communication level decision criteria)
In the above description, the work support apparatus 1 determines the security level according to the relationship between the organization to which the client belongs for the job and the organization to which the supporter belongs for the job. The organization has a plurality of hierarchies. As another example, the work support apparatus 1 may determine the security level with the following affiliation.
-“Parent / subsidiary / sub-subsidiary” and other occupational affiliations as seen from the capital series • “National / prefecture / municipal” / geographical affiliation • “School / grade / class”, etc. Classification of trust relationships such as “friends / relatives / family members”, etc.

(Restrict access to replay script)
The disclosure that the playback script plays is not viewable by all users. Therefore, when a reproduction script is searched for in a manual request, the access management unit 22 of the work support apparatus 1 specifies a requester associated with the support application that is the basis of the reproduction script. Then, the access management unit 22 permits the execution of the reproduction script only to a person whose relationship with the specified client corresponds to a predetermined security level (for example, a person with a security level “0”).

(Effect of this embodiment)
The effects of the work support apparatus of this embodiment are as follows.
(1) The work support device can accurately determine a supporter based on the attribute information, and can determine a disclosure that can be disclosed according to the security level with the supporter.
(2) The work support device can reproduce the communication between the client and the supporter at a later date.
(3) The work support apparatus can incorporate video, images, sounds, tables, and texts in the communication field.
(4) The work support apparatus can determine a support person based on not only attribute information but also a security level.

  In addition, this invention is not limited to an above-described Example, Various modifications are included. For example, the above-described embodiments have been described in detail for easy understanding of the present invention, and are not necessarily limited to those having all the configurations described. Further, a part of the configuration of a certain embodiment can be replaced with the configuration of another embodiment, and the configuration of another embodiment can be added to the configuration of a certain embodiment. Further, it is possible to add, delete, and replace other configurations for a part of the configuration of each embodiment.

Each of the above-described configurations, functions, processing units, processing means, and the like may be realized by hardware by designing a part or all of them with, for example, an integrated circuit. Each of the above-described configurations, functions, and the like may be realized by software by interpreting and executing a program that realizes each function by the processor. Information such as programs, tables, and files that realize each function can be stored in a recording device such as a memory, a hard disk, or an SSD (Solid State Drive), or a recording medium such as an IC card, an SD card, or a DVD.
In addition, the control lines and information lines are those that are considered necessary for the explanation, and not all the control lines and information lines on the product are necessarily shown. In practice, it may be considered that almost all the components are connected to each other.

REFERENCE SIGNS LIST 1 work support device 2 client terminal device 3 supporter terminal device 4 security device 5 disclosure 6 internal network 7 external network 11 central control device 12 input device 13 output device 14 main storage device 15 auxiliary storage device 16 communication device 21 supporter Management unit 22 Access management unit 23 Application management unit 24 Manual management unit 25 Support log management unit 26 Support portal site 31 Supporter information 32 Support request information 33 Access information 34 Security level information 35 Application information 36 Support log information 37 Manual information 38 User Registration information

Claims (5)

Supporter management that determines the supporter based on attribute information that the client requests in advance from the supporter in order to provide a place for communication between the client who performs the work and the supporter who supports the work And
In accordance with the security level based on the relationship between the organization to which the requester belongs and the organization to which the supporter belongs, the disclosure that the requester can disclose to the supporter is determined in the communication place. An application manager,
A work support apparatus comprising: Create a playback script for playing back the disclosed material disclosed in the communication place,
A manual management unit for storing the created reproduction script in an arbitrary place as a support manual searchable by the support person;
The work support apparatus according to claim 1. Said disclosure is:
Including at least one of video, image, audio, table and text,
The playback script is
Each of the disclosures has time information to be reproduced;
The work support apparatus according to claim 2. The attribute information is
Including the skills of the supporter, the support experience of the supporter, and the security level,
The supporter management unit
Determining the supporter based on the security level;
The work support apparatus according to claim 3. A client terminal device operated by a client who performs the work;
A supporter terminal device operated by a supporter who supports the work;
The requester terminal device and the supporter terminal device are communicably connected,
In order to provide a place for communication between the requester and the supporter, the supporter is determined based on attribute information that the requester requests from the supporter in advance,
In accordance with the security level based on the relationship between the organization to which the requester belongs and the organization to which the supporter belongs, the disclosure material that the requester can disclose to the supporter is determined in the communication place. A work support device;
A work support system comprising:

Images