JP4918669B2 - Remote maintenance system and method and program - Google Patents

Description

  The present invention relates to a maintenance technique for performing maintenance of a computer system, and more particularly to a remote maintenance technique suitable for efficiently performing maintenance from a remote location on an application server or the like connected to the Internet.

  With the progress of network computer technology, for example, the number of software installed in application servers is increasing, and the operation technology is becoming more and more complicated.

  Under these circumstances, by operating faults at remote locations without the need for expert knowledge, the workload of operators and SE (Systems Engineers) who handle faults on a daily basis is reduced. It is requested to do.

  As a conventional technique for maintaining a computer system from a remote place, for example, there is a technique described in Patent Document 1. In this technology, a maintenance server device that realizes maintenance processing for an apparatus / system to be maintained, and a remote instruction device that instructs the maintenance server device to execute remotely are provided.

  However, in general, when responding after receiving a failure message, an expert will judge the content of the failure and then respond, and when there is no expert, the response tends to be delayed, which can cause great inconvenience to the end user. In many cases.

  In addition, it is necessary to understand the system environment in advance in order to actually isolate the failure contents and take appropriate measures. For example, it is often necessary to know the model of the server being used, the OS (Operating System), middleware, the type of business application, etc. It takes a lot of man-hours to prepare human resources who understand all of them. And

JP 2001-184233 A

  The problem to be solved is that, in the conventional technology, when a system failure occurs at night or on a holiday, the maintenance is remotely and promptly notified to a maintenance person at a remote place to facilitate the maintenance work. However, it is possible to reduce maintenance costs, but it is necessary to prepare human resources who can fully understand the contents of the failure as maintenance personnel.

  The object of the present invention is to solve these problems of the prior art, enable a reliable response from a remote (remote location) to a failure occurring in an application server or the like without manpower, and improve the operation level of the data center. It is possible to reduce operational costs.

  In order to achieve the above object, in the present invention, information related to the hardware and software constituting the monitoring target device / system, and the contents of the failure that may occur and information for dealing with it are registered in advance in a database, etc. When a failure actually occurs, isolate the cause, select appropriate information from the prepared failure message and countermeasure information, send it to the remote communication terminal via the network, and send it to the maintenance staff Notice. In this case, according to the present invention, a complicated and long message output from a monitoring target device such as an application server is once received, and the message is summarized and notified to a minimum content necessary for maintenance. Furthermore, in the present invention, for a failure that cannot be resolved immediately upon occurrence, a similar one is selected from the content of the failure that occurred in the past, and the countermeasure content is notified, and the failure that occurred in the past is also selected. If the failure that has occurred is a known failure, the corresponding response method registered in advance is executed. In this way, if the failure that has occurred is a known failure, it is automatically handled, and if it is an unknown failure, it is possible to select and present the relevant countermeasure information without any human intervention and from a reliable remote. It becomes possible to cope with the failure.

  According to the present invention, the remote maintenance system summarizes and notifies the details of the failure that has occurred when the failure occurs, so that the operator of the operation management department can easily understand the failure content accurately, and a method for responding to a known failure is provided. It is possible to prevent the secondary failure due to operator error by registering the response method for the determined failure in advance and automatically responding when it occurs, improving the operational level of the data center and reducing the operating cost. Reduction can be achieved.

  The best mode for carrying out the present invention will be described below with reference to the drawings. 1 is a block diagram showing a configuration example of a network computer system provided with a remote maintenance system according to the present invention. FIG. 2 is a flowchart showing a first processing operation example of the remote maintenance server in FIG. 1 is a flowchart showing a second processing operation example of the remote maintenance server in FIG. 1, FIG. 4 is a flowchart showing a third processing operation example of the remote maintenance server in FIG. 1, and FIG. 5 is a monitoring information database in FIG. FIG. 6 is an explanatory diagram showing a configuration example of a software information table stored and managed by the database processing unit in FIG. 1, and FIG. 7 is stored and managed by the database processing unit in FIG. FIG. 8A is an explanatory diagram showing a configuration example of the hardware information table, and FIG. FIG. 8B is an explanatory diagram showing a table configuration example (data example) stored and managed by the simple message database in FIG. 1, and FIG. 9A is an explanatory diagram showing a table configuration example (data example) stored and managed by the simple message database in FIG. FIG. 9B is an explanatory diagram showing a table configuration example (item description) stored and managed by the monitoring information database in FIG. 1, FIG. 9B is an explanatory diagram showing a table configuration example (data example) stored and managed by the monitoring information database in FIG. FIG. 11 is an explanatory diagram showing a table configuration example stored and managed by the failure handling database in FIG. 1, and FIG. 11 is an explanatory diagram showing an input / output screen example of the communication terminal in FIG.

  In FIG. 1, each of the communication terminal 101, the remote maintenance server 103, the application server 109, and the operation monitoring server 110 has a computer configuration including a CPU (Central Processing Unit), a main memory, a display device, an input device, and an external storage device. After installing the program or data recorded in a storage medium such as a CD-ROM via an optical disk drive or the like into the external storage device, each program is read from the external storage device into the main memory and processed by the CPU. The function of the department is executed.

  For example, as a function of executing computer processing based on a program, the communication terminal 101 includes a failure handling content search input screen processing unit (described as “fault handling content search input screen” in the figure) 101a and a fault handling content search output screen processing unit. (Denoted as “Fault handling content search output screen” in the figure) 101b, the remote maintenance server 103 has an authentication function 104, a remote maintenance support function 105, and a remote maintenance function 106, and the operation monitoring server 110 has a node It has a monitoring unit 110a, a message monitoring unit 110b, and a resource monitoring unit 110c.

  Further, the authentication function 104 in the remote maintenance server 103 is activated in accordance with the OS used in the remote access / login authentication unit 104a and the login method selection unit 104b for performing the authentication process with the communication terminal 101 and the communication terminal 101. U Terminal section 104c, X server emulation section 104d, and W remote control section 104e.

  In addition, the remote maintenance support function 105 in the remote maintenance server 103 accesses the monitoring information reception setting unit 105a that performs reception control processing of information output from the operation monitoring server 110, and a plurality of operation monitoring servers (110) to perform the operation. The failure of the database processing unit 106 in the remote maintenance function 106 in response to a request from the failure information batch collection unit 105b that collects failure information monitored by the monitoring server, for example, the failure response content search input screen processing unit 101a of the communication terminal 101 A failure case retrieval unit 105c that retrieves information stored and managed in the case database 108c and a failure mail distribution unit 105d that transmits the retrieval result and the like to the communication terminal 101 and the like are provided.

  The remote maintenance function 106 in the remote maintenance server 103 includes a remote maintenance processing unit 107 and a database processing unit (described as “DB processing unit” in the figure) 108, and the remote maintenance processing unit 107 is the present invention. A message simplification unit 107a, a failure handling content display unit 107b, and a fault auto-handling unit 107c as functions related to the database processing unit 108a, a monitoring information database (described as “monitoring information DB” in the figure) 108a, A message database (described as “simple message DB” in the figure) 108b, a failure case database (described as “failure case DB” in the figure) 108c, and a failure handling database (described as “failure handling DB” in the figure) 108d; Yes.

  The remote maintenance server 103 of the present example configured with the computer processing function programmed in this way notifies the communication terminal 101 connected via the Internet 102 of information regarding a failure that has occurred in the application server 109 to be monitored. .

  For this purpose, the remote maintenance server 103, for each of the plurality of monitoring target application servers (109) in the simple message database 108b, message information input in advance in association with failure information output from the monitoring target application server. And the response instruction information for the failure are stored in the storage device and managed.

  Then, in the management information database 108a, the failure information (failure message) output from the operation monitoring server 110 relating to the failure that occurred in the monitoring target application server is input and stored, and the message simplification unit 107a receives the simplified message database 108b. To read the message information and the corresponding instruction information associated with the failure information of the monitored application server stored in the management information database 108a.

  The message information and the corresponding instruction information read out by the message simplification unit 107a in this way are transmitted via the Internet 102 together with the identification information of the monitored application server (109) by the failure mail distribution unit 105b in the remote maintenance support function 105. To the connected communication terminal 101.

  Note that the failure information (failure message) of the application server 109 received from the operation monitoring server 110 and stored and managed in the management information database 108a is the registration date, registration number, as shown in the item description 501 and the data example 502 in FIG. , Monitoring host name, monitoring type, monitoring message, importance, etc. The message information stored and managed in the simple message database 108b is as shown in the item description 801 in FIG. 8A and the data examples 802 and 803 in FIG. 8B. , Host name, monitoring message, hardware type, hardware name, software type, software ID, software name, simple message ID, simple message, failure response policy, etc., and the message information stored and managed in the simple message database 108b But, Than the failure information stored and managed in the management information database 108a (failure message), it has become a required content to knead the measures to understand the content of the fault.

  In addition, the failure case database 108c stores and manages case information indicating the content of failure handling actually performed in the past for the failure of each message information stored and managed in the simple message database 108b. The display unit 107b reads the case information corresponding to the message information read by the message simplification unit 107a from the simple message database 108b, and the failure mail distribution unit 105b transmits the case information read by the failure response content display unit 107b to the Internet 102. To the communication terminal 101 connected via the network.

  Case information stored and managed in the failure case database 108c includes failure case ID, failure occurrence date, host name, monitoring message, simple message ID, as shown in the item description 901 in FIG. 9A and the data examples 902 to 904 in FIG. 9B. Simple message, hardware type, hardware name, OS type, software type, software ID, software name, importance, failure cause, response content, failure response date and time, etc. From message information stored and managed in the simple message database 108b More detailed information is also shown.

  When the message information transmitted from the communication terminal 101 authenticated by the authentication function 104 is received by the operation on the failure response content search input screen 101a of the communication terminal 101, the failure response content display unit 107b of the remote maintenance processing unit 107 is received. Thus, the monitoring information database 108a and the failure case database 108c are accessed, the case information corresponding to the message information is read, and the case information read by the failure case search unit 105c is read via the Internet 102 by the failure mail distribution unit 105b. It transmits to the connected communication terminal 101. The communication terminal 101 displays the received case information on the failure handling content search output screen 101b and notifies the failure handling staff. Note that the communication terminal 101 may be configured to notify the reception of information by an audio output device (not shown).

  In the operation on the failure handling content search input screen 101a of the communication terminal 101, as shown on the failure handling policy search condition input screen 1101 in FIG. 11, for example, a registration number (2008-2-1-000101) may be input. For example, information on the contents shown in the failure response method search result output screen 1102 in FIG. 11 is displayed on the communication terminal 101 as a processing result described later with reference to FIG.

  The failure handling database 108d is specified by the failure information associated with the failure information (failure message) output from the monitoring target device (application server 109) and collected by the monitoring information database 108a from the operation monitoring server 110 in advance. The failure handling program information for automatically resolving a failure is stored and managed, and the failure handling unit 107c handles the failure handling program information associated with the failure information stored and managed in the monitoring information database 108a. The database 108d is accessed and read, and the read failure response program information is executed to perform failure recovery processing for the monitoring target device (application server 109).

  For example, the failure handling program information stored and managed in the failure handling database 108d includes the failure host name, monitoring message, failure execution script / path name, failure failure, as shown in the item description 1001 and data examples 1002 to 1003 in FIG. The failure automatic response unit 107c includes an execution script name, a failure script start date / time, a failure script end date / time, a failure execution script result, and the like. The failure automatic response unit 107c is associated with the monitoring message in the monitoring information database 108a. Execute the script with the failure execution script name specified by name.

  Information stored and managed by the remote maintenance server 103 in the database processing unit 108 of the remote maintenance function 106 includes hardware configuration information and software configuration information for each monitoring target device (application server 109). Details are shown in the item description 601 and the data example 602 in FIG. 6, and the hardware configuration information is shown in detail in the item description 701 and the data example 702 in FIG.

  Such hardware configuration information and software configuration information for each monitoring target device are output from the application server (109: monitoring target device), received from the operation monitoring server 110, and stored and managed in the monitoring information database 108a. (Fault message).

  Hereinafter, the remote maintenance processing procedure according to the present invention will be described with reference to FIGS.

  FIG. 2 shows the details of processing by the remote maintenance function 106 in the remote maintenance server 103 shown in FIG. 1. First, in the monitoring information database 108 a of the database processing unit 108, the failure information (from the operation monitoring server 110 ( A monitoring message is assigned and registered with a reception date and reception number (step S201).

  Next, by the message simplification unit 107a of the remote maintenance processing unit 107, fault information (monitoring message) registered and managed in the monitoring information database 108a and fault information (monitoring message) stored and managed in the simple message database 108b Are compared (step S202).

  As a result of the comparison, if both are equal, the simple message database 108b extracts a simple message stored and managed in association with the failure information (monitoring message) (step S203). If both are not equal, The failure information (monitoring message) registered and managed by the monitoring information database 108a is extracted (step S204), and the extracted message is set in the E-Mail text (step S205) and transmitted to the communication terminal 101.

  FIG. 3 shows the processing contents by the failure response content display unit 107b of the remote maintenance processing unit 107 of the remote maintenance function 106 in the remote maintenance server 103 shown in FIG. The registration number transmitted from the normal communication terminal 101 is input (step S301).

  Next, the failure response content display unit 107b compares the input registration number with the registration number stored and managed in the monitoring information database 108a (step S302), and displays that the registration number is unregistered if they are not equal. (Step S303), if equal, the monitoring message (failure information) in the monitoring information database 108a associated with the registration number is specified, and the failure case database 108c is accessed using the specified monitoring message (failure information) as a key. The search is performed (step S304).

  If the information stored and managed in the failure case database 108c includes information that matches the monitoring message (failure information), the case information associated with the monitoring message (failure information) is selected in the failure case database 108c. If there is no matching information, the information indicating that there is no case information corresponding to the monitoring message is transmitted to the communication terminal 101 and displayed (step S306).

  FIG. 4 shows the processing contents of the remote maintenance processing unit 107 of the remote maintenance function 106 in the remote maintenance server 103 shown in FIG. The monitoring message (failure information) received from is registered (step S401).

  Next, the automatic failure handling unit 107c accesses the monitoring information database 108a and the failure handling database 108d, and the monitoring host name registered and managed by the monitoring information database 108a and the host name recorded and managed by the failure handling database 108d. Are compared (step S402).

  If the host names are not equal, a message “No applicable host” and the monitoring host name in the monitoring information database 108a are added to the mail body (step S411), and the mail addressed to a pre-registered e-mail address is sent. Send (step S410) to complete the process.

  When the host names are the same, the monitoring message (failure information) managed by the monitoring information database 108a is compared with the monitoring message (failure information) managed by the failure handling database 108d (step S403), and the monitoring message is compared. If they are equal, the failure execution script registered in association with the monitoring message in the failure handling database 108d is executed (step S404).

  Then, the monitoring message managed in the monitoring information database 108a and the start date and time of the failure execution script are set in the mail body (step S405), and the mail is transmitted to a pre-registered e-mail address (step S406). Thereafter, the completion of the failure execution script is checked at one minute intervals (step S407).

  In this way, it is confirmed whether or not a failure execution script completion message has been output to the system log (step S408). If it has been output, the end date and time of the failure execution script and the execution result are set in the mail body. Then (step S409), an e-mail is sent to a pre-registered e-mail address (step S410), and the process is completed.

  If the failure execution script completion message is not output to the system log in the determination processing result of step S408, the remote maintenance server 103 returns to the process of step S407 again to complete the failure execution script. At 1 minute intervals.

  In the determination process in step S403, if the monitoring message is not equal, after the failure case ID is automatically assigned in the failure case database 108c (step S412), the failure case ID is associated with the failure case ID. In addition to setting the monitoring message in the monitoring information database 108a (step S413), spaces are set for items other than the failure case ID and the monitoring message (step S414), and the host name in the monitoring information database 108a is set. The monitoring message is set in the mail body (step S415), and the mail is transmitted to a pre-registered e-mail address (step S410) to complete the process.

  Hereinafter, FIGS. 5 to 11 will be described. FIG. 5 shows information managed by the monitoring information database 108a, and a raw monitoring message (failure information) output from the application server 109 received from the operation monitoring server 110 is registered. In this example, as shown in the item description 501 and the data example 502 in FIG. 5, information such as registration date / time, registration number, monitoring host name, monitoring type, monitoring message, and importance is registered.

  FIG. 6 shows information managed by a software information database (not shown), in which software information such as OS and middleware used by the application server is registered. In this example, information such as a host name, an OS type, an OS name, an OS version, a software type, a software ID, a software name, and a software version is registered as shown in the item description 601 and the data example 602.

  FIG. 7 shows information managed by a hardware information database (not shown), in which hardware information such as the hardware type, system configuration type, and hardware name of the application server is registered. In this example, as shown in the item description 701 and the data example 702, information such as a host name, hardware type, system configuration type, and hardware name is registered.

  8A and 8B show information managed by the simple message database 108b shown in FIG. 1, and registers a simple message associated with the monitoring message (failure information) output from the application server 109. In this example, as shown in the item description 801 in FIG. 8A and the data examples 802 and 803 in FIG. 8B, the host name, monitoring message, hardware type, hardware name, software type, software ID, software name, simple message ID Information such as simple messages and failure handling methods are registered.

  FIGS. 9A and 9B show information managed by the failure case database 108c shown in FIG. 1, and the past countermeasure cases associated with the monitoring message (failure information) output from the application server 109 are registered. In this example, as shown in the item description 901 in FIG. 9A and the data examples 902 to 904 in FIG. 9B, the failure case ID, failure occurrence date, host name, monitoring message, registration number, simple message ID, simple message, hardware Information such as type, hardware name, OS type, software type, software ID, software name, importance, failure cause, response content, failure response date and time is registered.

  FIG. 10 shows information managed by the failure handling database 108d shown in FIG. 1, and the cause of the failure and its corresponding contents are associated with the monitoring message (failure information) output from the application server 109. sign up. In this example, as shown in the item description 1001 and data examples 1002 and 1003 in FIG. 10, the failure host name, monitoring message, failure execution script path name, failure execution script name, failure script start date and time, failure failure Information such as the script end date and time and the script execution result at the time of failure is registered.

  FIG. 11 shows screen display contents corresponding to the processing of the failure handling content search input screen processing unit 101a and the failure handling content search output screen processing unit 101b in the communication terminal 101 shown in FIG. 1101 shows a state in which “2008-2-1-000101” is input as a registration number, and the processing result of the remote maintenance server 103 in FIG. 1 corresponding to the input is displayed on the failure response policy search result output screen 1102. It is displayed.

  As described above with reference to FIGS. 1 to 11, in this example, in the remote maintenance server 103, the failure contents that may occur together with information on the hardware and software configuring the monitoring target device (application server 109). And the corresponding countermeasure information are registered in the database (108a to 108d) in advance, and when a failure actually occurs in the device to be monitored, the cause is isolated and the prepared failure message and countermeasure information are prepared. Appropriate information is selected and transmitted to the communication terminal 101 at a remote location via the network (Internet 102) to notify the person in charge of maintenance.

  In this case, in this example, the monitoring information database 108a once receives a complicated and long message output from the monitoring target device such as the application server 109, and refers to the information managed in the simple message database. The message is summarized and notified to the minimum necessary contents for maintenance.

  In addition, in this example, even for a failure that cannot be resolved immediately when it occurs, the information managed in the failure example database 108c is referred to and a similar one is selected from the content of the failure that occurred in the past. , To notify the contents of the countermeasure. In addition, in the failure handling database 108d, information on how to deal with a failure that has occurred in the past is registered, and if the failure that has occurred is a known failure, the information registered in advance in the failure handling database 108d Read and execute the corresponding method.

  In this way, in this example, if the failure that has occurred is a known failure, it is automatically handled, and if it is an unknown failure, it is possible to select and present related handling information without any human intervention, and It is possible to reliably handle failures from a remote location, and to prevent secondary failures due to operator error, improving the data center operation level and reducing operation costs.

  In addition, this invention is not limited to the example demonstrated using FIGS. 1-11, In the range which does not deviate from the summary, various changes are possible. For example, in this example, one communication terminal 101 and one application server 109 are provided, but a plurality may be provided.

  In addition, although the communication terminal 101 and the remote maintenance server 103 are connected via the Internet 102, the communication terminal 101 and the remote maintenance server 103 may be connected via a network such as an intranet.

  Further, regarding the configuration of the remote maintenance server 103, each function may be an individual computer device, for example, the database processing unit 108 may be provided in another computer device.

  Further, as the communication terminal 101, a personal computer, a PDA (Personal Digital Assistant), a mobile phone, a PHS, or the like may be used, and a function of transmitting fault information (simple message etc.) from the remote maintenance server 103 to the communication terminal 101. It is also possible to use functions other than e-mail.

  The computer configuration example of this example may also be a computer configuration without a keyboard or optical disk drive. In this example, an optical disk is used as a recording medium. However, an FD (Flexible Disk) or the like may be used as a recording medium. As for the program installation, the program may be downloaded and installed via a network via a communication device.

It is a block diagram which shows the structural example of the network computer system which provided the remote maintenance system which concerns on this invention. It is a flowchart which shows the 1st processing operation example of the remote maintenance server in FIG. It is a flowchart which shows the 2nd processing operation example of the remote maintenance server in FIG. 7 is a flowchart illustrating a third processing operation example of the remote maintenance server in FIG. 1. It is explanatory drawing which shows the example of a table structure which the monitoring information database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a software information table structure which the database process part in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a hardware information table structure which the database process part in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a table structure (item description) which the simple message database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a table structure (data example) which the simple message database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a table structure (item description) which the monitoring information database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a table structure (data example) which the monitoring information database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of a table structure which the failure handling database in FIG. 1 memorize | stores and manages. It is explanatory drawing which shows the example of an input / output screen of the communication terminal in FIG.

Explanation of symbols

  101: Communication terminal, 101a: Fault response content search input screen processing unit, 101b: Fault response content search output screen processing unit, 102: Internet, 103: Remote maintenance server, 104: Authentication function, 104a: Remote access / login authentication unit 104b: login method selection unit 104c: U Terminal unit 104d: X server emulation unit 104e: W remote control unit 105: remote maintenance support function 105a: monitoring information reception setting unit 105b: failure information batch Collection unit, 105c: Failure case search unit, 105d: Failure mail distribution unit, 106: Remote maintenance function, 107: Remote maintenance processing unit, 107a: Message simplification unit, 107b: Failure response content display unit, 107c: Automatic failure response Part 108: database processing unit, 108a: monitoring information database, 108b: simple message database, 108c: failure case database, 108d: failure handling database, 109: application server, 110: operation monitoring server, 110a: node monitoring unit, 110b: message Monitoring unit, 110c: Resource monitoring unit, 501: Item description (monitoring information DB), 502: Data example (monitoring information DB), 601: Item description (software information DB), 602: Data example (software information DB), 701 : Item description (hardware information DB), 702: Data example (hardware information DB), 801: Item description (simple message DB), 802, 803: Data example (simple message DB), 901: Item description (failure example) DB), 902-90 4: data example (failure case DB), 1001: item description (failure response DB), 1002, 1003: data example (failure response DB), 1101: failure response policy search condition input screen, 1102: failure response policy search result output screen.

Claims (8)

A remote maintenance system for notifying a communication terminal connected via a network of information related to a failure that has occurred in a monitored device through programmed computer processing,
An operation monitoring server that outputs first message information that is information relating to a failure of the device based on information output from the device to be monitored;
Receiving and storing the first message information from the operation monitoring server, and having a function of notifying the communication terminal of information relating to a failure that has occurred in the monitored device, and a remote maintenance server,
In the remote maintenance server,
As a means of performing programmed computer processing,
For each of a plurality of monitored devices, charge associates with said first message information that is output from the operation monitoring server in accordance with the information that will be output from the apparatus of the monitoring target, to the first message information Message storage processing means for storing , in a storage device, second message information inputted by a person and countermeasure policy information for the failure;
The first type the message information, said second message information and the Policy information associated with the first message information from said operation monitoring server in accordance with the information from the monitored device Message processing means for reading from the storage device;
Said second message information and the corresponding policy information to the message processing means has read the information including the identification information of the monitored device, possess a distribution processing means for transmitting to the communication terminal,
Information transmitted from the remote maintenance server can be displayed on the display screen of the communication terminal, and the user can arbitrarily register the second message information as simple message information for the first message information. The remote maintenance system is characterized in that the user can retrieve information from the remote maintenance server using the second message information or the corresponding registration number . The remote maintenance system according to claim 1,
In the remote maintenance server,
As a means of performing programmed computer processing,
Fault case storage processing means for storing case information indicating the actually performed the troubleshooting content to disorders associated with the first and second message information the message storage processing unit is stored in the storage device When,
The case information indicating the troubleshooting content which is correlated to said first and second message information the message processing means read anda failure dealing contents processing means for reading from the storage device,
Remote maintenance system and transmits the information including the case information that the failure corresponding contents processing unit read, to the communication terminal by the distribution processing unit. The remote maintenance system according to claim 1,
In the remote maintenance server,
As a means of performing programmed computer processing,
The message storage processing said first means is stored, a second fault case storage processing means for storing case information in the storage device that indicates the actually performed the troubleshooting content to disorders associated with the message information When,
The message information or the corresponding registration number transmitted from the communication terminal is received based on the input by the user on the display screen of the communication terminal, and the message information or the corresponding registration number is stored from the storage information of the storage device. by searching the second message information applicable, has a failure case retrieval processing means for reading out information including the case information that is correlated to the message information from the storage device,
A remote maintenance system, wherein information including case information read by the failure case search processing means is transmitted to the communication terminal by the distribution processing means. The remote maintenance system according to claim 1 ,
In the remote maintenance server,
As a means of performing programmed computer processing,
Fault correspondence information storage for storing a failure response program information for automatically solving those 該障 harm associated with said first message information corresponding to the failure information output from the monitoring target device in the storage device Processing means;
The type of the first message information corresponding to the failure information output from the monitored device, reads the failure dealing program information associated with the first message information from the memory device, the read failure remote maintenance system, characterized in that it comprises running a supported program information with respect to the monitored device, and a failure automatic response processing means for performing failure recovery processing for the monitored device. The remote maintenance system according to claim 1 ,
The monitored device comprises an application server,
The operation monitoring server performs processing of node monitoring, message monitoring, and resource monitoring for the application server based on information output from the application server, and the first message that is failure message information corresponding to the monitoring Send information to the remote maintenance server,
Said second message information the first message information and the message storage processing unit according to the information that will be output from the monitored devices stored in the storage device, a hardware configuration of each apparatus of the monitoring target related to the information and software configuration information,
In the remote maintenance server, the hardware configuration information and the software configuration information are stored in the storage device in association with the first and second message information for each device to be monitored,
The hardware configuration and software configuration information associated with the first and second message information can be displayed as information transmitted from the remote maintenance server on the display screen of the communication terminal. Remote maintenance system. The remote maintenance system according to claim 2 ,
The network is the Internet,
The above distribution processing means of each information of the notification transmitted to the communication terminal connected with the Internet by e-mail function,
On the display screen of the communication terminal, message information corresponding to the second message information or a corresponding registration number can be input by the user as information serving as a search condition for the failure response policy, and information on search results based on the search condition As the case information when the failure case exists, the failure occurrence date and time, the identification information of the monitoring target device, the first message information, the second message information, the hardware configuration information of the monitoring target device, and A remote maintenance system that displays information including software configuration information, failure cause information, and troubleshooting information .   The program for functioning a computer as each means in the remote maintenance system in any one of Claims 1-6. A system remote maintenance method for notifying a communication terminal connected via a network of information related to a failure that has occurred in a monitored device by programmed computer processing,
As a programmed computer processing execution procedure,
The remote maintenance method characterized by including the process sequence by each means in the remote maintenance system in any one of Claims 1-6.

Images