JP4454358B2 - System monitoring work support system and support program - Google Patents

Description

  The present invention relates to system monitoring work support technology, and in particular, monitors computer systems used by a large number of in-house departments and customer companies on a 24-hour basis, and immediately executes necessary measures in the event of any failure. The present invention relates to a support system and a support program for improving the efficiency of the work of a system monitoring operator that is required.

Currently, computer systems in which many servers are connected are deployed in many companies, government offices, and organizations, and are used for various business processes.
In addition, if a serious failure occurs in these computer systems and the system goes down, serious damage will occur in various areas, so monitoring operations by specialized operators are carried out 24 hours a day.

Specifically, a failure notification program is set up on each server to be monitored, and an error message is immediately transmitted to the monitoring server when any system failure occurs.
Upon receiving the error message from the monitoring server, the operator analyzes the content of the error message, identifies the customer, system, and server that are the source of the error, and then performs necessary processing according to a predetermined response manual such as SE. Calls and email notifications to related parties such as vendors and vendors.
When the failure level is relatively low, the operator may remotely perform a process necessary for recovery according to an instruction from the SE.

For example, the following patent documents exist as prior art related to such a system failure monitoring operation in a server.
JP 2004-70859 A

If the monitored system is small, the conventional monitoring system as described above may be sufficient. However, when an information service provider is commissioned to remotely monitor the systems of many customer companies, or within a large company When an information management department centrally monitors a large number of systems, a heavy burden is imposed on each operator, and there is a concern that a response delay or a human error may occur.
As the simplest and most likely example, there is a case where a failure in the mail address is mistaken and another customer is notified of the failure information.
In addition, if the client company is required to switch between response procedures, notification destinations, and response manuals according to the content, time zone, server type, etc., specify the procedures and notification destinations Even if you prepare a simple manual, it will be a hard time, and even a skilled person needs to spend considerable time.

Incidentally, the “failure information management system” described in Patent Document 1 described above collects failure data periodically (for example, once a day) from the monitored server, and these are out of a predetermined reference value. Is characterized in that an alarm mail is automatically generated and transmitted to a preset user terminal.
In other words, failure information is collected and analyzed in a fixed time unit, and even if a certain level of effect can be expected in terms of automatic monitoring of system failures, it is required to respond to system failures in real time. It is powerless to improve the efficiency of operator operations.

  The present invention has been made to solve the above-described conventional problems, and provides a technology capable of supporting the work of a system monitoring operator, speeding up a response to a system failure, and preventing human errors. It is an object.

In order to achieve the above object, a system monitoring work support system according to claim 1 monitors an error message transmitted from a computer system connected to a plurality of servers, and determines a predetermined value according to the attribute of the error message. Is a system monitoring work support system that supports the work of an operator who notifies a notification destination using a predetermined communication means, and a matching pattern definition unit for setting a separation condition for identifying an error message to be applied, an error A plurality of action definition units for setting a processing procedure to be executed by an operator and a related information definition unit for setting information necessary for executing the processing when the attribute of the message matches the above-described separation condition. The storage means for registering the notification policy and the above system send an error message. The attribute information in the message is compared with the separation condition set in the matching pattern definition part of each notification policy, the means for specifying the notification policy to be applied to the error message, the notification policy Necessary when executing the above process by referring to the value set in the action definition part and referring to the means set for the processing procedure to be executed by the operator and the value set in the relevant information definition part of the notification policy. And a means for generating an operation support screen describing the processing procedure and related information, and a means for displaying the operation support screen on a display . The error message includes at least a message ID. , Application name and message identifying the application program running on the server Attribute information consisting of body text and date / time information is included, and the matching pattern definition part of each notification policy includes each item of message ID, application name, message body text, time zone, and validity period. The policy identifying means compares the attribute information in the message with the separation condition set in at least one item of the matching pattern in each notification policy, identifies the notification policy to be applied to the error message, In the action definition part of the notification policy, an item for setting at least a value indicating that no operator processing is required, an item for setting a value for notification by e-mail, and an item for setting a value for notification by telephone And the related information definition section of each notification policy is notified by telephone by the operator. There are items that specify a table that describes the notification destination information, and at least the name of the person in charge, telephone number, and “business day + day”, “business day + night”, “holiday + day” Storage means for storing a plurality of tables in which notification destination information consisting of the order of telephone contact set separately for “holiday + night” is stored, and a value indicating notification by telephone in the action definition part of the notification policy If it is set, the relevant information definition part of the notification policy is referred to, the corresponding table is identified, and the name, telephone number, and telephone contact order of the person in charge to be notified at the present time, And a means for inserting a notification destination list in which the name and telephone number of the person in charge are arranged in the order of telephone contact into the operation support screen .
When this support system is realized by a so-called client-server type system configuration, the “means for displaying on the display” is a server-side function for distributing screen information to the client terminal and displaying the screen on the display of the client terminal. (Hereinafter the same).

Further, the system monitoring work support program according to claim 5 monitors an error message transmitted from a computer system to which a plurality of servers are connected, and determines a predetermined notification destination according to the attribute of the error message. Is a system monitoring work support program that supports the work of an operator who makes a notification by means of a communication means, and a matching pattern definition section that sets a separation condition for specifying an error message to be applied to a computer, and an error message attribute A plurality of notification policies each having an action definition section for setting a processing procedure to be executed by an operator and a related information definition section for setting information necessary for executing the above processing. Memory means to register, error message sent from above system Means for comparing the attribute information in the message with the isolation condition set in the matching pattern definition part of each notification policy and identifying the notification policy to be applied to the error message, action of the notification policy A means for identifying the processing procedure to be executed by the operator by referring to the value set in the definition part, and a relation necessary for executing the above process by referring to the value set in the related information definition part of the notification policy. Functions as means for specifying information, means for generating an operation support screen describing the processing procedure and related information, and means for displaying the operation support screen on a display. Application name and message text that identifies the application program Attribute information consisting of date and time information is included, and the matching pattern definition part of each notification policy is provided with each item of message ID, application name, message body, time zone, and validity period. Means for identifying the notification policy to be applied to the error message by comparing the attribute information in the message with the separation condition set in at least one item of the matching pattern in each notification policy, and for each notification In the policy action definition section, an item for setting a value indicating that at least operator processing is unnecessary, an item for setting a value indicating a notification by e-mail, an item for setting a value indicating a notification by phone, And the related information definition section of each notification policy is used when the operator makes a notification by phone. There are items that specify the table describing the notification destination information, and at least the name of the person in charge, telephone number, and “business day + day”, “business day + night”, “holiday + day” , Storage means for storing a plurality of tables in which notification destination information consisting of the order of telephone contact set separately for “holiday + night” is stored, and a value indicating notification by telephone is set in the action definition section of the notification policy If this is the case, refer to the relevant information definition section of the notification policy to identify the corresponding table, and to obtain the name of the person in charge to be notified at the present time, the telephone number, and the order of telephone contact, the person in charge The computer is made to function as means for inserting a notification destination list in which the names and telephone numbers of the persons are arranged in the order of telephone contact into the operation support screen .

According to the support system of claim 1 and the support program of claim 5 , the notification policy to be applied to the error message is automatically specified when the error message is transmitted, and the processing procedure to be executed by the operator and its Since the operation support screen in which the related information is described is displayed on the display, the operator can immediately take the necessary action according to the operation support screen.
In particular, it is possible to effectively prevent human errors such as mistakes from occurring when a common operator monitors computer systems of a large number of customer companies and is required to take different actions.
In addition, customer companies, etc. can selectively define error messages to be applied for each notification policy by selectively setting isolation conditions for each item in the matching pattern definition section. It is possible to specify response measures.
In addition, by setting values for each item in the action definition section, customer companies, etc. specify the necessity of handling measures by the operator and the specific notification means when handling measures are necessary. It becomes possible to do.
Furthermore, the operator can immediately recognize the person in charge who should be contacted at the present time, the telephone number and the order, and the response can be speeded up.

The support system for system monitoring work described in claim 2 is based on the system of claim 1, and the related information definition part of each notification policy includes a table describing destination information for notification by e-mail. There are items to specify, items to specify an email template, and items to specify attachments, and store at least a plurality of tables describing destination information consisting of the name and email address of the person in charge Storage means for storing a plurality of e-mail templates, and when a value indicating e-mail notification is set in the action definition section of the notification policy, definition of related information of the notification policy Refer to the relevant information definition part of the notification policy and the means to extract the relevant template Identify Buru, means for extracting destination information of e-mail, means for generating a mail creation form that reflects the destination information to the template, and means for displaying the mail creation form on the display, the mail creation form When the "Send" button is clicked, the above notification policy is referenced, and the attached file is not specified in the mail creation form even though the attached file is set in the related information definition part And means for generating an error indication screen and displaying it on a display .
As a result, the operator can quickly process notifications by e-mail, and it is easy to prevent misaddressing and forgotten attachments .

The support system for system monitoring work described in claim 3 is based on the system of claim 1 or 2 , and the related information definition section of each notification policy is provided with an item for specifying a related document to be referred to by the operator. The storage means for storing the electronic file of each related document, the storage means for registering the correspondence between the ID of each related document, the title, and the storage location of the electronic file, When the ID of the related document is described in the information definition section, a means for inserting a title linked to the storage destination of the electronic file of the related document into the operation support screen, and when the title is clicked And a means for displaying the corresponding document file stored in the storage means on a display .
As a result, the operator can immediately view the electronic file of the related document on the display.

A support system for system monitoring work described in claim 4 is based on the system of claims 1 to 3 , and further includes a first storage means for registering a plurality of notification policies for each server constituting the system. A second storage means for registering a plurality of notification policies for each system, a third storage means for registering a general-purpose notification policy not limited to a specific server and system, and an error from the system. When a message is transmitted, means for identifying a server that has transmitted the error message from the node ID in the error message, matching information of attribute information in the error message and each notification policy in the first storage means Means for comparing the separation conditions set in the definition part and identifying a notification policy to be applied to the error message; If the corresponding notification policy does not exist in the storage means, the attribute information in the message is compared with the isolation condition set in the matching pattern definition part of each notification policy in the second storage means, and the error Matching pattern of attribute information in the message and each notification policy in the third storage means when there is no corresponding notification policy in the means for specifying the notification policy to be applied to the message and in the second storage means It is characterized in that it comprises means for comparing the separation conditions set in the definition section and specifying a notification policy to be applied to the error message.
In this way, the notification policy is registered in multiple stages at the server level, customer level, and general-purpose level, and is specified by specifying the corresponding notification policy in the order of server level-> customer level-> general-purpose level. It is possible to set up a different monitoring system for other servers and customer systems.

  FIG. 1 is a conceptual diagram showing the overall configuration of a system monitoring work support system 10 according to the present invention. The support server 12, a client terminal 13 and a fixed telephone 14 operated by an operator α, and a plurality of monitoring targets. A computer system 15, a document management server 16, and a mobile phone 17, a personal computer 18, and a fixed phone 19 possessed by a person in charge of notification destination β are provided.

The support server 12 includes a message reception unit 20, a customer identification unit 22, a notification policy identification unit 24, an action identification unit 26, a screen generation unit 28, an email creation support unit 30, an email transmission unit 32, a customer A system DB 34, a notification policy DB 36, a notification destination list DB 38, a related document DB 40, a mail related information DB 42, and a template storage unit 44 are provided.
The message receiving unit 20, the customer specifying unit 22, the notification policy specifying unit 24, the action specifying unit 26, the screen generation unit 28, the mail creation support unit 30, and the mail transmission unit 32 are configured such that the CPU of the support server 12 is dedicated to the OS and This is realized by executing necessary processing according to the application program.
The customer system DB 34, the notification policy DB 36, the notification destination list DB 38, the related document DB 40, the mail related information DB 42, and the template storage unit 44 are stored in the hard disk of the support server 12.

The client terminal 13 of the operator α is composed of a PC or the like on which a web browser program is set up, and is connected to the support server 12 via the LAN.
For convenience of illustration, only one client terminal 13 is shown, but actually, a plurality of client terminals 13 are connected to the support server 12.

  The document management server 16 is connected to the client terminal 13 via a LAN, and a large amount of electronic data (such as PDF files) such as a manual for handling a system failure is stored for each customer.

The computer system 15 includes a large number of servers 45 connected via a LAN, and is connected to the support server 12 via a dedicated line 46 and a router 47.
For convenience of illustration, only two computer systems 15 are shown, but a large number of computer systems 15 are actually connected to the support server 12.
Each server 45 included in the computer system 15 is set up with a dedicated program for transmitting an error message to the support server 12 when a system failure occurs, in addition to a business application program.
FIG. 2 shows the structure of an error message, which includes at least data items of message ID, node ID, node name, application name, date and time, and body (content).

In the notification policy DB 36, a large number of definition files that define a notification policy when a system failure occurs are registered.
FIG. 3 shows a definition file of company A as an example, which is roughly divided into a matching pattern definition unit 50, an action definition unit 51, and a related information definition unit 52.
Further, the matching pattern definition unit 50 includes items of “message ID”, “application name”, “message body”, “time zone”, and “valid period”.
In addition, the action definition unit 51 includes “ignore”, “mail”, “phone”, and “FAX” items, and the related information definition unit 52 includes “comment”, “notification destination list”, “mail transmission destination”. ”,“ Mail template ”,“ Attached file ”, and“ Related document ”.

  Here, for example, since only “message ID = XYZ001” is defined in the matching pattern definition unit 50 of the No. 1 notification policy, an error message with message ID = XYZ001 is transmitted from the computer system 15 of company A. This means that the notification policy is applied to the action definition and “ignore” in the action definition part is flagged, and in this case, the operator does not need to take any action. Has been.

On the other hand, since “message ID = XYZ002” and “time zone = 0900-1700” are defined in the matching pattern definition unit 50 of the notification policy No. 2, the message ID is sent from the computer system 15 of company A. This means that the notification policy is applied when an error message of XYZ002 is transmitted between 09:00 and 17:00, which is the business hours of Company A.
In the action definition unit 51, values of “mail = 3”, “phone = 1”, “FAX = 2” are set, and when an error message corresponding to the above matching pattern is transmitted, It is specified that the operator should try to contact in the order of telephone → FAX → e-mail.
In addition, the related information definition unit 52 is set with values of “notification destination list = TEL001”, “mail transmission destination = MAIL001”, “mail template = MT001”, “attached file = screen image”, “related document = RD001”. If an error message corresponding to the above matching pattern is sent, the operator attempts to contact the phone according to the contents specified in the TEL001 notification destination list while opening the RD001 document (manual etc.) When sending an email, it is required to create an email based on the MT001 email template, attach an error message screen image, and send it to the email destination specified in MAIL001.

In the matching pattern definition part 50 of the notification policy No. 3, since “Message ID = XYZ002” and “Time zone = 1701-0859” are defined, the error of message ID = XYZ002 from the computer system 15 of company A This means that the notification policy is applied when the message is transmitted between 17:01 and 08:59, which is outside the business hours of Company A.
In addition, since only “Mail = 1” is set in the action definition unit 51, when an error message corresponding to the above matching pattern is transmitted, only contact by e-mail is required. Is shown.
Furthermore, since the values of “mail transmission destination = MAIL002”, “mail template = MT001”, and “attached file = screen image” are set in the related information definition unit 52, the operator can send mail based on the mail template of MT001. Is created, attached with a screen image of the error message, and sent to the mail destination specified in MAIL002.

In the matching pattern definition section of No. 4 notification policy, only “valid period = 041229-050105” is defined, so from company A's computer system 15 December 29, 2004 to January 5, 2005 When an error message is sent during the period (year-end and New Year holidays), this means that the notification policy is applied regardless of the message ID, body text, time zone, and the like.
In addition, since only “Mail = 1” is set in the action definition unit 51, when an error message corresponding to the above matching pattern is transmitted, only contact by e-mail is required. Is shown.
Furthermore, since the values of “mail transmission destination = MAIL002”, “mail template = MT001”, and “attached file = screen image” are set in the related information definition unit 52, the operator can send mail based on the mail template of MT001. Is created, attached with a screen image of the error message, and sent to the mail destination specified in MAIL002.

The “application name” of the matching pattern definition unit 50 is an item for identifying the application program of the server 45 that has transmitted the error message, and the “message body” is a character string (for example, “system down”) included in the body of the error message. )).
The “comment” of the related information definition unit 52 is an item for describing a specific character string or its identification code when a special instruction comment needs to be displayed on the screen of the client terminal 13. .

In short, each customer company can set the notification means, priority of notification means, notification destination, etc. in case of trouble in their computer system 15 for each of various matching patterns (combination conditions). It becomes.
In addition to defining the notification policy for each customer as described above, the customer company can also set the notification policy for each node, that is, for each individual server.
For example, if a client company wishes to build a more thorough monitoring system for a special server in the company, it is different from other servers. The identified notification policy definition file is prepared and registered in the notification policy DB.
In addition, the notification policy DB 36 also contains a general-purpose notification policy definition file that does not specify nodes or customers, and a certain error message does not correspond to a node unit definition file or a customer unit definition file. This general-purpose notification policy is applied (details will be described later).

  In the customer system DB 34, a correspondence relationship between a node ID for identifying the server 45 included in the customer's computer system 15 and the customer's code is registered.

The notification destination list DB 38 stores a table defining telephone contacts of each customer.
As an example, FIG. 4 shows TEL001, which is a list of notification addresses of company A. In addition to the general items of “phone number”, “affiliation”, “name”, and “yomiga”, “business day” “Daytime”, “Business day + Night”, “Holiday + Daytime”, “Holiday + Night”.
In this case, the operator should first call No.1 Taro Ota during the day of the business day, and if he is not caught, try to call No.2 Jiro Saito. Is stipulated.
Also, at night on business days, it is stipulated that the operator should try telephone contact in the order of No.3 Saburo Suzuki → No.4 Shiro Taniguchi → No.6 Rokuro Kimura → No.8 Hachiro Sato ing.
Each customer company can register a plurality of notification destination list tables in the notification destination list DB 38 and specify them in the above notification policy definition file so that they can be used properly according to error messages, time zones, etc. .

  In the related document DB 40, an identification code of a related document file (corresponding manual or the like), a title thereof, and a storage location (URL or the like in the document management server 16) when a system failure occurs are registered.

In the mail related information DB 42, a table defining the mail transmission destination (e-mail address), person in charge name, and destination type (To / Cc / Bcc) of each customer company is registered in association with a unique identification code. Yes.
Each customer company can register a plurality of mail transmission destination tables in the mail related information DB 42 and specify them in the above notification policy definition file, so that each customer company can use them according to the error message, time zone, etc. .

In the template storage unit 44, an e-mail template is registered in association with a unique identification code.
Each customer company can register a plurality of templates in the template storage unit 44 and specify them in the above notification policy definition file, so that each customer company can use them in accordance with an error message, a time zone, or the like.

Hereinafter, a process for generating a support screen in the system 10 will be described with reference to the flowchart of FIG.
First, when the message receiving unit 20 receives an error message from the computer system 15 to be monitored (S10), the customer specifying unit 22 extracts the node ID in the error message, and obtains this and registration information in the customer system DB 34. By collating, the ID of the customer who is the owner of the computer system 15 that sent the error message is specified (S12).

Next, the notification policy specifying unit 24 to which the customer ID is passed from the customer specifying unit 22 refers to the definition file associated with the customer ID in the notification policy DB 36.
Here, if the server-specific definition file (node-specific definition file) that issued the error message exists in the customer definition file, the notification policy identification unit 24 refers to the definition file and A notification policy to be applied is specified (S14).
On the other hand, when the definition file dedicated to the server does not exist, the notification policy specifying unit 24 refers to the definition file dedicated to the customer and specifies the notification policy to be applied this time.
Further, when the server-specific definition file and the customer-specific definition file do not exist, the notification policy specifying unit 24 refers to the general-purpose definition file and specifies the notification policy to be applied this time.
The notification policy identification unit 24 identifies a specific notification policy by comparing the message ID of the error message, the application name, the date / time, and the body value with the setting value of the matching pattern definition unit 50 in the definition file. .

  When the notification policy to be applied this time is specified by the notification policy specifying unit 24, the action specifying unit 26 refers to the action definition unit 51 and the related information definition unit 52 of the notification policy, and the action to be executed by the operator The contents and various information accompanying it are specified (S16).

Next, the screen generating unit 28 is activated, and an operation support screen (HTML file) is generated by filling a predetermined template with information passed from the action specifying unit 26.
The operation support screen is transmitted from the screen generator 28 to the client terminal 13 and displayed on the display of the client terminal 13 as shown in FIG. 6 (S18).
The operation support screen 60 includes display columns for “Summary”, “Error message”, “Operation procedure”, “Notification destination list”, and “Related document list”.

First, the date and time of occurrence, node ID, message ID, customer code, and customer name are displayed as basic information in the “Summary” display column.
In the “error message” display field, the text of the current error message is described.

In the “operation procedure” display column, the contents and order of actions to be executed by the operator are described as follows, for example.
■ Telephone → FAX → ■ Email If no special action is required, “■ Ignore” is simply displayed in the “Operation procedure” display field.

In the display column of “notification destination list”, for example, as shown in FIG. 7, the notification destinations on the telephone at the present time (business day + night) are displayed in order of priority according to the setting information in the notification destination list DB 38.
As a result, the operator can recognize the name, department, telephone number, and order of the other party to be called at the current time.

In the “related document list” display column, titles of manuals to be referred to for the current error message are listed.
Since the title of each document is displayed in a clickable manner and a corresponding document file is linked, when the operator clicks on any document title, the corresponding document file in the document management server 16 is displayed on the client terminal 13. Sent to.
As a result, another window 61 is opened on the display of the client terminal 13 and the corresponding document is displayed.

Further, when notification by mail is set in the action definition unit 51 of the notification policy, the operator clicks the “Create mail” button 62 in the support screen 60 to request mail creation support.
As a result, the mail creation support unit 30 is activated, extracts the mail template defined by the notification policy from the template storage unit 44, extracts necessary information from the mail related information DB 42, and passes it to the screen generation unit 28.
The screen generator 28 generates a mail creation form by filling the template with necessary information and transmits it to the client terminal 13.
As a result, the mail creation form 63 is displayed on the display of the client terminal 13.

This mail creation form 63 includes “customer name display field”, “destination (To / Cc / Bcc) designation field”, “person in charge designation field”, “standard text selection field”, “error message display field”, “ “Comment description field”, “Attached file designation field”, and the like are provided.
In the above destination, the mail transmission destination designated in the related information definition unit 52 of the notification policy is described by default.
The operator selects or describes necessary information in this form 63.
When an attached file is requested in the notification policy, the operator designates a necessary attached file path and file name in the attached file designation column.

When the operator clicks the “Send” button 64 after completing the above operations, the mail creation support unit 30 checks the input items and the like (S20).
For example, if a predetermined attachment is requested in the notification policy, but the operator has forgotten, the error indication screen 65 with the message “No attachment specified” appears. This is displayed on the display via the screen generator 28.
In this case, the operator clicks a “return” button 66 to return to the mail creation form 63 and specify an attached file.

On the other hand, when there is no problem in the content or when the problem is solved, a preview screen 67 on which the content of the mail is described is displayed on the display of the client terminal 13.
The operator confirms the contents of this screen 67 (especially the description in the destination column), and if an error is found, the operator clicks the “correct” button 68 to return to the mail creation form 63 and make the necessary corrections.
On the other hand, when it is determined that there is no particular problem, a “send” button 69 is clicked.

As a result, a reconfirmation screen 70 in which the same contents as the preview screen are described is displayed on the display of the client terminal 13, and prompts the operator to reconfirm.
If an error is found again here, the operator clicks a “return” button 71 to return to the mail creation form 63 and make necessary corrections.
On the other hand, when the operator is absolutely certain that the mistake is made, the operator clicks a “send” button 72 and requests transmission of mail.

In response to this, the mail creation support unit 30 passes the necessary data to the mail transmission unit 32, and an electronic mail is transmitted to the Internet 73 via the mail transmission unit 32 (S 21), and a transmission completion screen 74 is displayed on the client terminal 13. On the display.
As a result, the person in charge β designated as the contact address can read the electronic mail through his / her mobile phone 17 or the personal computer 18 and can immediately recognize the occurrence of the system failure and its contents.

In this support system 10, when an error message is transmitted from the monitored system 15 as described above, a notification policy to be automatically applied to the error message is specified, and a processing procedure to be executed by the operator Since the operation support screen 60 in which the related information is described is displayed on the display, the operator can immediately take necessary measures according to the operation support screen 60, and it can be expected to reduce the occurrence of human errors.
Further, when notification by electronic mail is required, a mail creation form is automatically generated and displayed on the display, so that the operator can easily and quickly notify. In addition, it is easy to prevent accidents due to misplacement of destinations.

  In the above, an example in which an operator monitors computer systems of a plurality of customer companies has been described. However, an operator can use a plurality of departments in the same company by replacing the customer or customer company with a department or an internal department. The present invention can also be applied as it is to monitor a computer system.

  Further, the support system 10 has a client-server type system configuration in which the client terminal 13 and the support server 12 are connected. However, the present invention is not limited to this, and a computer such as a personal computer. It is of course possible to realize a stand-alone system configuration by setting up a dedicated application program.

It is a conceptual diagram which shows the whole structure of the support system of a system monitoring business. It is explanatory drawing which shows the structure of an error message. It is explanatory drawing which shows an example of a notification policy definition file. It is explanatory drawing which shows an example of a notification destination list table. It is a flowchart which shows the production | generation process of a support screen. It is a transition diagram of the screen displayed on the display of a client terminal. It is a layout figure which shows the example of a display of a notification destination list.

10 System monitoring support system
12 Support server
13 Client terminal
14 Landline telephone
15 Computer system
16 Document management server
17 Mobile phone
18 PC
19 Fixed telephone
20 Message receiver
22 Customer Identification Department
24 Notification policy specific part
26 Action specific part
28 Screen generator
30 Email creation support department
32 Email sending part
34 Customer system DB
36 Notification Policy DB
38 Notification list DB
40 Related Document DB
42 Mail related information DB
44 Template storage
45 servers
46 Private line
47 routers
50 Matching pattern definition part
51 Action definition part
52 Related information definition section
60 Operation support screen
61 Another window
62 “Compose Mail” button
63 Email creation form
64 Submit button
65 Error indication screen
66 Back button
67 Preview screen
68 “Modify” button
69 Send button
70 Reconfirmation screen
71 Back button
72 Send button
73 Internet
74 Transmission complete screen α Operator β Notification recipient

Claims (5)

System monitoring work that supports the work of an operator who monitors error messages sent from a computer system connected to multiple servers, and notifies predetermined notification destinations using predetermined communication means according to the attributes of the error messages A support system,
Matching pattern definition part for setting a separation condition for specifying an error message to be applied, an action definition part for setting a processing procedure to be executed by an operator when the attribute of the error message matches the separation condition, Storage means for registering a plurality of notification policies each having a related information definition unit for setting information necessary for executing processing;
When an error message is transmitted from the above system, the attribute information in the message is compared with the separation condition set in the matching pattern definition part of each notification policy, and the notification policy to be applied to the error message is specified. Means,
Means for identifying the processing procedure to be executed by the operator with reference to the value set in the action definition part of the notification policy;
Means for referring to the value set in the relevant information definition part of the notification policy and identifying the relevant information necessary for executing the above-mentioned processing;
Means for generating an operation support screen describing the processing procedure and related information;
Means for displaying the operation support screen on a display,
The error message includes attribute information including at least a message ID, an application name that identifies an application program running on the server, a message body, and date and time information.
In the matching pattern definition part of each notification policy, each item of message ID, application name, message body, time zone, validity period is provided,
The means for specifying the notification policy compares the attribute information in the message with the separation condition set in at least one item of the matching pattern in each notification policy, and specifies the notification policy to be applied to the error message. ,
In the action definition part of each notification policy, an item for setting at least a value indicating that no operator processing is required, an item for setting a value indicating a notification by e-mail, and a value indicating a notification by telephone are set. Items are provided,
In the related information definition section of each notification policy, there is provided an item for specifying a table describing notification destination information when an operator makes a notification by telephone.
At least the name of the person in charge, telephone number, and notification destination information consisting of the order of telephone contact set separately for "business day + day", "business day + night", "holiday + day", and "holiday + night" Storage means for storing a plurality of tables in which are described,
If a value indicating telephone notification is set in the action definition part of the notification policy, refer to the relevant information definition part of the notification policy to identify the corresponding table, and the name of the person in charge who should be notified at this time , A means for obtaining the telephone number and the order of telephone contact;
Means for inserting a list of notification destinations in which the name and telephone number of the person in charge are arranged in the order of telephone contact in the operation support screen;
A system monitoring business support system characterized by comprising: The related information definition section of each notification policy includes an item for specifying a table describing destination information when performing notification by e-mail, an item for specifying an e-mail template, and an item for specifying an attached file. And
Storage means for storing a plurality of tables describing destination information including at least names of persons in charge and e-mail addresses;
Storage means for storing a plurality of email templates;
When a value indicating notification by e-mail is set in the action definition part of the notification policy, a means for extracting a corresponding template with reference to the related information definition part of the notification policy;
Means for identifying the corresponding table with reference to the relevant information definition part of the notification policy, and extracting e-mail destination information;
Means for generating an email creation form in which the destination information is reflected in the template;
Means for displaying the mail composition form on the display;
When the “Send” button in the email creation form is clicked, the above notification policy is referred to, and the attachment file is specified in the email creation form even though the attachment file is set in the related information definition section. If not, a means to generate an error indication screen and display it on the display,
The system monitoring work support system according to claim 1 , further comprising: In the related information definition section of each notification policy, an item for specifying a related document to be referred to by the operator is provided.
Storage means for storing electronic files of each related document;
Storage means for registering the correspondence between the ID of each related document and the storage location of the title and electronic file;
Means for inserting a title linked with the storage destination of the electronic file of the related document into the operation support screen when the ID of the related document is described in the related information definition part of the notification policy;
Means for displaying a corresponding document file stored in the storage means on a display when the title is clicked;
The system monitoring work support system according to claim 1 or 2 , further comprising: First storage means for registering a plurality of notification policies for each server constituting the system;
Second storage means for registering a plurality of notification policies for each system;
A third storage means for registering a general-purpose notification policy that is not limited to a specific server and system;
When an error message is transmitted from the system, means for identifying the server that transmitted the error message from the node ID in the error message;
Means for comparing the attribute information in the error message with the separation condition set in the matching pattern definition part of each notification policy in the first storage means, and specifying the notification policy to be applied to the error message;
When the corresponding notification policy does not exist in the first storage means, the attribute information in the message is compared with the separation condition set in the matching pattern definition part of each notification policy in the second storage means, Means for identifying a notification policy to be applied to the error message;
When the corresponding notification policy does not exist in the second storage means, the attribute information in the message is compared with the separation condition set in the matching pattern definition part of each notification policy in the third storage means, Means for identifying a notification policy to be applied to the error message;
The system monitoring work support system according to any one of claims 1 to 3 , further comprising: System monitoring work that supports the work of an operator who monitors error messages sent from a computer system connected to multiple servers, and notifies predetermined notification destinations using predetermined communication means according to the attributes of the error messages A support program,
Matching pattern definition section for setting a separation condition for identifying an error message to be applied to the computer, an action definition for setting a processing procedure to be executed by the operator when the attribute of the error message matches the above separation condition Storage means for registering a plurality of notification policies each having a related information definition unit for setting information necessary for executing the above-described processing,
When an error message is transmitted from the above system, the attribute information in the message is compared with the separation condition set in the matching pattern definition part of each notification policy, and the notification policy to be applied to the error message is specified. means,
Means for identifying the processing procedure to be executed by the operator with reference to the value set in the action definition part of the notification policy;
Means for referring to a value set in the related information definition section of the notification policy and identifying related information necessary for executing the above-described processing;
Means for generating an operation support screen describing the processing procedure and related information;
Function as a means to display the operation support screen on the display ;
The error message includes attribute information including at least a message ID, an application name that identifies an application program running on the server, a message body, and date and time information.
In the matching pattern definition part of each notification policy, each item of message ID, application name, message body, time zone, validity period is provided,
The means for specifying the notification policy compares the attribute information in the message with the separation condition set in at least one item of the matching pattern in each notification policy, and specifies the notification policy to be applied to the error message. ,
In the action definition part of each notification policy, an item for setting at least a value indicating that no operator processing is required, an item for setting a value indicating a notification by e-mail, and a value indicating a notification by telephone are set. Items are provided,
In the related information definition section of each notification policy, there is provided an item for specifying a table describing notification destination information when an operator makes a notification by telephone.
In addition, a notification consisting of at least the name of the person in charge, the telephone number, and the order of telephone contact set separately for "business day + day", "business day + night", "holiday + day", and "holiday + night" Storage means for storing a plurality of tables in which destination information is described;
If a value indicating telephone notification is set in the action definition part of the notification policy, refer to the relevant information definition part of the notification policy to identify the corresponding table, and the name of the person in charge who should be notified at this time , Means to obtain the telephone number and the order of telephone contact,
A system monitoring work support program for causing the computer to function as means for inserting a list of notification destinations in which the names and telephone numbers of the persons in charge are arranged in the order of telephone contact into the operation support screen .

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