JP5182147B2 - Email response status management system, email response status management method, and email response status management program - Google Patents

Description

  The present invention relates to a mail response status management system, a mail response status management method, and a mail response status management program that perform TAT management on an inquiry mail.

  As a system related to an inquiry mail, there is a TAT management system that manages (TAT management) a time (Turn Around Time: TAT) from when a new inquiry mail is transmitted until a reply mail is returned.

  Patent Document 1 describes an e-mail message management system that can prevent a reply deadline. When the e-mail message management method described in Patent Document 1 is used, it is possible to search for and display an answer mail that has passed the answer deadline set by the user.

  Patent Document 2 describes a management support apparatus that can be managed by an apparatus used by each person in charge without inquiring of a management server that centrally manages the response status to an inquiry mail. In the management support apparatus described in Patent Document 2, a unique management number that does not overlap is acquired from a database or the like and described in the subject field of the mail header information, and thereafter, TAT management of electronic mail is performed based on the management number. be able to.

JP 2000-322337 A (paragraph 0010, paragraph 0014-0015) JP 2008-003763 A (paragraph 0027)

  However, in the e-mail message management method described in Patent Document 1, since the inquiry mail is managed by the sender address, if the same sender sends a plurality of inquiry mails at the same time, the inquiry mail Management becomes difficult.

  Moreover, the management support apparatus described in Patent Document 2 gives an identification number (management number) that can be uniquely identified to the received inquiry mail. Then, it is required to perform processing for preventing the management number assigned to each inquiry mail from overlapping.

  Accordingly, the inventor of the present invention has invented a mail response status management system capable of managing TAT without assigning a management number to an inquiry mail (see Japanese Patent Application No. 2008-039353).

  FIG. 8 is a sequence diagram showing inquiry mail processing in the mail reply status management system described in the specification of Japanese Patent Application No. 2008-039353. The inquirer terminal and the administrator terminal are information processing terminals that can be connected to the Internet. The inquirer terminal and the administrator terminal are equipped with a MUA (Message User Agent) that executes creation, transmission / reception, and storage of emails, and send / receive emails according to user operations. It has a function. The e-mail transmitted from the inquirer terminal and the administrator terminal is usually given mail header information by the MUA or mail server installed in the terminal and received by the other party. In order to realize the processing shown in FIG. 8, the mail reply status management system acquires the electronic mail received by the mail server. Based on the email address of the administrator terminal and the email header information of the acquired email, the email response status management system uses either the inquiry email addressed to the administrator terminal or the response email from the administrator terminal. It is determined whether or not. The mail reply status management system includes a database as a storage unit for registering information necessary for TAT management.

  First, the inquirer terminal transmits a new inquiry mail (step A1). The electronic mail arrives at the administrator terminal via the mail server and is input from the mail server to the mail response status management system. The mail response status management system examines the mail header information of the received new inquiry mail, and if it can be determined that the mail is a new inquiry mail, stores information necessary for TAT management such as the value of the message-id field in the database. Register (step A2).

  Subsequently, the administrator terminal transmits a reply mail to the inquiry mail (step A3). The mail reply status management system checks the mail header information of the received reply mail to confirm whether it is a reply mail for the new inquiry mail in step A1. At this time, it is used that the value of the in-reply-to field of the mail header information indicates the value of the message-id field of the mail before replying. If it is determined that the response mail is a response mail for the new inquiry mail in step A1, the mail reply status management system registers information necessary for TAT management in the database (step A4).

  Subsequently, the inquiry terminal transmits an inquiry mail for further questions with respect to the reply mail (step A5). The re-inquiry inquiry mail transmitted again arrives at the administrator terminal via the mail server and is input from the mail server to the mail response status management system. The mail response status management system checks the mail header information of the received re-question inquiry mail, and if it can be determined that it is the re-question response mail for the response mail in step A3, the message-id field is stored in the database. Information necessary for TAT management such as a value is registered (step A6).

  Then, the administrator terminal transmits a reply mail to the received re-question inquiry mail (step A7). The mail response status management system checks the mail header information of the received response mail, and if it can be determined that it is the response mail for the re-question inquiry mail in step A5, the mail response status management system is necessary for TAT management. Information is registered in the database (step A8). If the inquiry mail and the reply mail are continued, this process is repeated.

  In such a mail reply status management system, an e-mail is used by using mail header information defined by RFC (Request For Comments) issued by IETF (Internet Engineering Task Force) without using a special management number. TAT management can be performed. In addition, such an email response status management system can reliably execute TAT management for an inquiry mail even when an answer prompt mail for prompting an answer to the transmitted inquiry mail is transmitted from the inquiry side. .

  However, the e-mail response status management system described in Japanese Patent Application No. 2008-039353 can perform TAT management from the first response to the n-th response to the inquiry e-mail and the response e-mail, but manages up to the completion stage of the inquiry e-mail exchange. Is not considered.

  Therefore, the present invention provides an email response status management system, an email response status management method, and an email response status management program that can manage the status of an inquiry by exchanging emails from the primary response to the completion phase of the inquiry status. With the goal.

  The mail response status management system according to the present invention includes an e-mail acquisition unit that acquires an e-mail transmitted from the inquirer terminal to the respondent terminal and an e-mail transmitted from the respondent terminal to the inquirer terminal. Response status management system for managing the response status of the respondent, the respondent terminal address storage means storing the email address of the respondent terminal in advance, the email header information of the email acquired by the email acquisition means and the respondent A mail header for determining whether the e-mail is an inquiry mail transmitted to the respondent terminal or a reply mail transmitted from the respondent terminal based on the mail address stored in the terminal address storage means It is determined that the analysis means and the mail header analysis means are reply mails transmitted from the respondent terminal. And a final response confirmation means for determining that a final response to the inquiry has been made when a reply email is not sent from the inquirer terminal to which the response email was sent within a predetermined time from the point in time And

  The mail response status management method according to the present invention acquires an email sent from an inquirer terminal to an answerer terminal and an email sent from an answerer terminal to an inquirer terminal, and manages the answer status of the respondent. Email reply status management method, which stores a mail address of a respondent terminal in advance, and answers an email based on the mail header information of the acquired email and the mail address stored in the respondent terminal address storage means Within a predetermined time from when it is determined whether it is an inquiry email sent from the respondent's terminal or an answer email sent from the respondent's terminal. When the reply mail is not sent from the inquirer terminal to which the reply mail is sent to the respondent terminal, the final answer to the inquiry is And judging that the.

  The mail response status management program according to the present invention acquires an e-mail transmitted from the inquirer terminal to the respondent terminal and an e-mail transmitted from the respondent terminal to the inquirer terminal, and manages the answer status of the respondent. An email was sent from the respondent terminal and the inquiry email sent to the respondent terminal based on the mail header information of the acquired email and the mail address stored in advance in the respondent terminal address storage means on the computer Processing to determine which is an answer mail and respondent terminal from the inquirer terminal to which the answer mail was sent within a predetermined time from the time when it was determined that the answer mail was sent from the respondent terminal If a reply email is not sent to the The features.

  According to the present invention, it is possible to manage the inquiry status due to the exchange of electronic mail from the primary response to the completion status of the inquiry status.

It is a block diagram which shows the whole structure of the system containing embodiment of the mail reply condition management system by this invention. It is explanatory drawing which shows the structural example of the table stored in a database. It is a sequence diagram which shows an example of the operation | movement of the whole system shown by FIG. It is a flowchart which shows the process which the mail reply status management system shown by FIG. 1 performs at the time of mail reception. It is a sequence diagram which shows an example of the operation | movement of the whole system shown by FIG. It is a flowchart which shows the process in which the mail reply status management system shown by FIG. 1 discriminate | determines the status of the last reply. It is a block diagram which shows the principal part of the mail reply status management system by this invention. It is a sequence diagram which shows the process of the inquiry mail in the mail reply status management system described in the specification of Japanese Patent Application No. 2008-039353.

  FIG. 1 is a block diagram showing the overall configuration of a system including an embodiment of a mail reply status management system according to the present invention. With reference to FIG. 1, the overall configuration of a system including a mail reply status management system will be described. In the system shown in FIG. 1, there are an inquirer terminal 11, an answerer terminal 12, a mail answer status management system 13, a database (DB) 14, and a mail server 15.

  The inquirer terminal 11, the respondent terminal 12, and the mail reply status management system 13 are connected to the mail server 15 through a network, and send and receive electronic mail via the mail server 15.

  The inquirer terminal 11 and the respondent terminal 12 are information processing terminals that can be connected to the Internet. The inquirer terminal 11 and the respondent terminal 12 are equipped with a MUA (Message User Agent) that executes creation, transmission / reception, and storage of e-mails. It has a function to send and receive. The inquirer sends and receives e-mails at the inquirer terminal 11, and the respondent sends and receives e-mails at the respondent terminal 12. The respondent responds to the question that the inquirer inquired of the respondent.

  The mail response status management system 13 includes an e-mail acquisition unit 131, a respondent terminal address storage unit 132, a mail header analysis unit 133, a response status monitoring unit 134, and a final response confirmation unit 135. The mail reply status management system 13 manages the time (TAT) from when a new inquiry mail is transmitted until the reply mail is returned.

  The e-mail acquisition unit 131 acquires the e-mail received by the mail server 14. The respondent terminal address storage unit 132 stores the mail address of the respondent terminal 12 in advance. Based on the mail header information of the acquired electronic mail and the mail address stored in the respondent terminal address storage means 132, the mail header analyzing means 133 determines that the electronic mail is an inquiry mail addressed to the respondent terminal 12. It is determined whether or not the reply mail is from the respondent terminal 12. If it is determined as an inquiry mail or an answer mail, information related to each (for example, the value of the message-id field (mail identifier) and the value of the date field (sent date / time) indicated in the mail header information of the inquiry mail) ) Is registered in the database 14. The response status monitoring unit 134 monitors whether there is an inquiry status in which a response email to the inquiry email has not been transmitted even though a predetermined time has elapsed, and in such a case, the answerer terminal 12 Send a reminder email notifying you to send a reply email. The final response confirmation unit 135 determines whether or not the inquiry status is the final response status.

  Note that the functions of the e-mail acquisition unit 131, the mail header analysis unit 133, the response status monitoring unit 134, and the final response confirmation unit 135 are programmed, and the computer installed in the response status management system 13 executes the program. You may comprise as follows.

  The database 14 stores various information. FIG. 2 is an explanatory diagram illustrating a configuration example of a table stored in the database. The database 14 stores information necessary for TAT management in the table shown in FIG. As shown in FIG. 2, in this table, a record is created for each inquiry status, and information necessary for TAT (inquiry email transmission date and time, response email transmission date and responder, last person, and so on) Corresponding transmission date and time, responder, answered flag, inquiry status response status and MSGID) are stored. In the MSGID data, the value of the message-id field indicating the identifier of the electronic mail is stored. The final respondent, the final reply date, and the final reply time are unknown at the time when the data is registered.

  The mail server 15 connects to the Internet and distributes electronic mail.

  FIG. 3 is a sequence diagram showing an example of the overall operation of the embodiment shown in FIG. With reference to FIG. 3, basic processing performed in relation to the transmission of the inquiry mail and the reply mail in the embodiment shown in FIG. 1 will be described.

  First, the inquirer transmits a new inquiry mail at the inquirer terminal 11 (step B1). This e-mail arrives at the respondent terminal 12 via the mail server 15 and is input from the mail server 15 to the e-mail acquisition means 131 of the e-mail reply status management system 13.

  The mail header analysis means 133 of the mail reply status management system 13 for the e-mail sent in step B1 includes the value of the from field of the mail header information and the respondent terminal 12 stored in the respondent terminal address storage means 132. Match email address. If the value of the from field of the mail header information matches the mail address of the respondent terminal 12, it means that the electronic mail is not a new inquiry mail. When the value of the from field of the mail header information does not match the mail address of the respondent terminal 12, the mail header analysis unit 133 checks the value of the subject field of the mail header information of the inquiry mail. Here, when characters such as “Re:”, “RE:”, “Re [”, or “RE [” are detected at the beginning of the value of the subject field, the mail header analyzing means 133 determines that the e-mail Is a response mail to the existing electronic mail. If no value indicating a reply mail is detected at the beginning of the subject field value, the mail header analysis means 133 determines that the e-mail transmitted in step B1 is a new inquiry mail. .

  The mail header analysis means 133 does not determine the new inquiry mail by comparing the value of the subject field of the mail header information of the input e-mail, but instead of the in-reply-to field in the mail header information of the input e-mail. It may be configured to determine whether or not there is a value of and to determine that this e-mail is a new inquiry mail when there is no value in the in-reply-to field. Further, it may be configured to determine whether or not it is a new inquiry mail by using both the verification of the subject field and the presence or absence of the in-reply-to field.

  If the mail header analysis unit 133 determines that the e-mail transmitted in step B1 is a new inquiry mail, the e-mail transmission date and time, the value of the message-id field indicating the e-mail identifier, and other TAT management are used. Necessary information is registered in a new record in the table of the database 14. At this time, the answered flag in the record in the table of the database 14 is turned off (step B2). Thereafter, information on the inquiry status starting from the inquiry mail is registered in the newly created record. In this description, the record is also called a main record.

  When the respondent sends an answer mail for the inquiry mail from the respondent terminal 12 (step B3), the answer mail arrives at the inquirer terminal 11 via the mail server 15, and the mail server 15 manages the mail answer status. Input to the e-mail acquisition means 131 of the system 13.

  The mail header analysis means 133 of the mail reply status management system 13 uses the value of the from field of the mail header information and the answerer terminal 12 stored in the answerer terminal address storage means 132 for the email sent in step B3. Match email address. When the value of the from field of the mail header information matches the mail address of the respondent terminal 12, it means that the electronic mail is the mail from the respondent terminal 12, and the mail header analyzing means 133 The value of the in-reply-to field of the mail header information of the mail is compared with the value of the message-id field (MSGID data) registered in the database 14 table. In this example, it is assumed that the value of the message-id field of the new inquiry mail registered in step B2 is stored in the MSGID of this record. If the value of the in-reply-to field matches the MSGID data of this record, the mail header analysis means 133 determines that the e-mail is a reply mail for the new inquiry mail sent in step B1. To do. If it is determined that it is a reply mail, the mail header analysis means 133 registers the transmission date and time of the reply mail, the value of the message-id field, and other information necessary for TAT management in this record. Then, the mail header analysis means 133 turns on the answered flag in the record (step B4).

  When the inquirer terminal 11 further transmits an inquiry mail in response to the reply mail (step B5), the second inquiry mail arrives at the respondent terminal 12 via the mail server 15 and is mailed. It is input from the server 15 to the e-mail acquisition means 131 of the e-mail reply status management system 13.

  The mail header analysis means 133 of the mail reply status management system 13 has the value of the from field of the mail header information and the answerer terminal 12 stored in the answerer terminal address storage means 132 for the email sent in step B5. Match email address. When the value of the from field of the mail header information does not match the mail address of the respondent terminal 12, the mail header analysis unit 133 registers the value of the in-reply-to field of the mail header information in the table of the database 14. It is determined whether or not the MSGID data exists. If the value of the in-reply-to field of the mail header information is present in the MSGID data of this record, the mail header analysis means 133 sends the e-mail to the reply mail sent in step B3 for the second time. It is determined that this is an inquiry mail. If it is determined that this is the second inquiry mail, the mail header analysis means 133 stores the transmission date and time of the second inquiry mail, the value of the message-id field, and other information necessary for TAT management in this record. sign up. Then, the mail header analysis means 133 turns off the answered flag in the record (step B6).

  Note that the value of the from field of the email sent in step B5 does not match the email address of the respondent terminal 12, and the value of the in-reply-to field of the email header information of the email is the database 14 If the MSGID data of this record stored in this table does not exist, the mail header analysis means 133 determines that the electronic mail is another new inquiry mail. Since the table of the database 14 has a record for each inquiry status, if it is determined that the message is another new inquiry mail, the mail header analysis unit 133 separates the record from the present record into a new record of the table of the database 14. Data registration processing in step B2 is performed.

  When the respondent transmits an answer mail for the second inquiry mail from the respondent terminal 12 (step B7), the answer mail arrives at the inquirer terminal 11 via the mail server 15 and the mail server 15 To the e-mail acquisition means 131 of the e-mail reply status management system 13.

  The mail header analysis means 133 of the mail reply status management system 13 uses the value of the from field of the mail header information and the answerer terminal 12 stored in the answerer terminal address storage means 132 for the email sent in step B7. Match email address. When the value of the from field of the mail header information matches the mail address of the respondent terminal 12, it means that the electronic mail is the mail from the respondent terminal 12, and the mail header analyzing means 133 It is determined whether or not the value of the in-reply-to field of the mail header information of mail exists in the MSGID data registered in the table of the database 14. If the value of the in-reply-to field matches the value of the message-id field registered in step B6 in the MSGID data of this record, the mail header analysis means 133 sends the e-mail to step B5. It is determined that this is the second response mail for the second inquiry mail transmitted at. When it is determined that it is the second reply mail, the mail header analysis means 133 registers the reply mail transmission date and time, the value of the message-id field, and other information necessary for TAT management in the record. Then, the mail header analysis means 133 turns on the answered flag in the record (Step B8). Thereafter, if the inquiry mail continues to be exchanged between the inquirer and the respondent, the processes in steps B5 to B8 are repeated.

  In this description, when information is registered in an existing record in the table of the database 14, information other than the answered flag is additionally registered, but within a range that does not affect TAT management. The existing data of the record may be overwritten.

  FIG. 4 is a flowchart showing the processing performed when the mail reply status management system shown in FIG. 1 receives mail. With reference to FIG. 4, the process which the mail reply status management system 13 performs at the time of mail reception will be described.

  First, the e-mail acquisition unit 131 acquires an e-mail from the mail server 15 (step S11). Then, the mail header analyzing unit 133 collates the value of the from field of the mail header information of the electronic mail with the mail address of the respondent terminal 12 stored in the respondent terminal address storage unit 132 (step S12).

  In step S12, when the value of the from field matches the mail address of the respondent terminal 12, the mail header analysis means 133 indicates that the value of the in-reply-to field of the mail header information of the e-mail is that of the database 14. It is determined whether or not the MSGID data registered in the table exists (step S13). If the value of the in-reply-to field of the mail header information is present in the MSGID data registered in the table of the database 14, the mail header analysis unit 133 sets the electronic mail as a reply mail to the inquiry mail. Information necessary for TAT management, such as answer date, answer time, and respondent name, in the record of the table of the database 14 in which the message-id that matches the value of the in-reply-to field is registered. Is read from the mail header information and registered. Then, the mail header analyzing unit 133 turns on the answered flag in the record (step S14). Through the processing in step S14, the primary respondent, the primary answer date, and the primary answer time shown in FIG. In the process of step S14, the message-id of the reply mail may be registered in the database 14 in correspondence with the message-id of the inquiry mail that has already been registered.

  In step S12, when the value of the from field does not match the mail address of the respondent terminal 12, the mail header analysis unit 133 determines that the value of the in-reply-to field of the mail header information of the email is the respondent terminal. It is determined whether or not it exists in the address storage means 132 (step S15). When the message-id of the reply mail is registered in the database 14 in the process of step S14, a value (message-id value) that matches the value of the in-reply-to field of the mail header information of the email is the database 132. It may be determined whether or not it exists.

  In step S15, when the value of the in-reply-to field is present, the mail header analyzing unit 133 determines that the electronic mail is a re-inquiry mail transmitted to the respondent terminal 12. If it is determined that the inquiry mail is a second inquiry mail, the mail header analysis means 133 adds the date and time to the record of the table of the database 14 in which the message-id corresponding to the value of the in-reply-to field is registered. For example, information necessary for TAT management is read from the mail header information and registered, and the value of the message-id field of the electronic mail is registered. Then, the mail header analysis means 133 turns off the answered flag in the record (step S16).

  Next, the reminder mail will be described. In the mail reply status management system of the embodiment shown in FIG. 1, a reply prompting function can be set. When the response prompting function is set to be valid, the response status monitoring unit 134 of the email response status management system 13 checks the table stored in the database 14 at predetermined intervals. The response status monitoring unit 134 checks the table of the database 14 and searches for the inquiry status transmitted from the respondent terminal 12 to the inquiry email transmitted to the respondent terminal 12 to cope with it. . Specifically, a record in which the answered flag in the table of the database 14 is turned off for a certain time or longer is searched. When the corresponding inquiry status is found, the response status monitoring unit 134 creates a reminder mail that includes information for specifying the inquiry status and a comment that promptly responds to the inquiry status. Send to In the email response status management system with such an answer prompting function, the prompt email is automatically sent to the respondent, so that it is possible to prevent the query status from being left unanswered. .

  In step S15, when the value of the in-reply-to field does not exist in the MSGID data registered in the table of the database 14, the mail header analysis unit 133 sets the subject field of the mail header information of the email. It is determined whether or not a character such as “Re:”, “RE:”, “Re [” or “RE [” is detected at the beginning of the value (step S17). If there is a character such as “Re:” at the beginning of the value of the subject field, the process ends. If there is no character such as “Re:” at the beginning of the value of the subject field, the mail header analysis unit 133 determines that the e-mail is a new inquiry mail and sends the transmission date, the transmission time, and the message-id field. Information necessary for TAT management such as a value is read from the mail header information and registered in a new record in the table of the database 14. Then, the mail header analysis means 133 turns off the answered flag in the new record (step S18).

  By the processing shown in steps S11 to S18, the mail reply status management system 13 can determine and process what characteristics the electronic mail has when receiving the electronic mail.

  FIG. 5 is a sequence diagram showing an example of the overall operation of the system including the mail reply status management system shown in FIG. With reference to FIG. 5, processing when an electronic mail indicating a close request (close request mail) is transmitted in the embodiment shown in FIG. 1 will be described.

  The processing (corresponding to steps C1 to C4 shown in FIG. 5) until the inquirer transmits a new inquiry mail and the respondent returns a reply mail is the same as the processing in steps B1 to B4 shown in FIG.

  A process in the case where there is no additional inquiry from the inquirer for the reply mail returned by the respondent in step C4, and the inquiry situation can be closed will be described.

  If there is no additional inquiry item, the inquirer transmits a close request mail at the inquirer terminal 11 (step C5). The close request mail arrives at the respondent terminal 12 via the mail server 15 and is input from the mail server 15 to the electronic mail acquisition unit 131 of the mail reply status management system 13.

  The mail header analysis means 133 of the mail reply status management system 13 uses the value of the from field of the mail header information and the answerer terminal 12 stored in the answerer terminal address storage means 132 for the email sent in step C5. Match email address. When the value of the from field of the mail header information does not match the mail address of the respondent terminal 12, the mail header analysis unit 133 registers the value of the in-reply-to field of the mail header information in the table of the database 14. It is determined whether or not the MSGID data exists. If the value of the in-reply-to field of the mail header information matches the value of the message-id field of the reply mail transmitted in step C3 in the MSGID data of this record, the mail header analysis means 133 Determines that the e-mail is an e-mail such as a question to the reply e-mail (in this case, a close request). At this time, the mail header analysis unit 133 registers the transmission date and time of the close request mail, the value of the message-id field, and other information necessary for TAT management in the record of the table of the database 14. Then, the mail header analysis means 133 turns off the answered flag in the main record in the table of the database 14 (step C6).

  In step C6, the value of the from field of the email header information of the email transmitted in step C5 does not match the email address of the respondent terminal 12, and the party in-reply the email header information of the email. If the value of the -to field does not match the value of the message-id field of the reply mail sent in step C3 in the MSGID data of this record, the mail header analysis means 133 sends the email from the inquirer. It is determined that it is another new inquiry mail. In addition to the present record, a new record is created in the table of the database 14, and the transmission date and time of the email, the value of the message-id field indicating the email identifier, and other information necessary for TAT management are stored in the database. It registers in the new record of 14 tables.

  When the mail reply status management system 13 performs processing for the close request mail in step C6, the respondent terminal 12 performs reply processing for the received close request mail. The respondent terminal 12 responds to the close request mail according to a predetermined procedure, and transmits a close approval mail in which a sentence such as “I understand” is described (step C7). The closing approval mail arrives at the inquirer terminal 11 via the mail server 15 and is input from the mail server 15 to the e-mail acquisition unit 131 of the mail answer status management system 13.

  The mail header analysis means 133 of the mail reply status management system 13 uses the value of the from field of the mail header information and the answerer terminal 12 stored in the answerer terminal address storage means 132 for the email sent in step C7. Match email address. When the value of the from field of the mail header information matches the mail address of the respondent terminal 12, it means that the electronic mail is the mail from the respondent terminal 12, and the mail header analyzing means 133 It is determined whether or not the value of the in-reply-to field of the mail header information of mail exists in the MSGID data registered in the table of the database 14. If the value of the in-reply-to field matches the value of the message-id field registered in step C6 in the MSGID data of this record, the mail header analysis means 133 requests the electronic mail to be closed. It is determined that the email is a closing approval email. If it is determined that the message is a closed approval mail, the mail header analysis unit 133 registers the transmission date and time of the closing approval mail, the value of the message-id field, and other information necessary for TAT management in the present record. Then, the mail header analysis means 133 turns on the answered flag in the record (Step C8).

  FIG. 6 is a flowchart illustrating processing in which the mail response status management system of the embodiment illustrated in FIG. 1 determines the status of the final response. With reference to FIG. 6, the process in which the mail response status management system 13 determines the status of the final response will be described.

  The final response confirmation unit 135 of the mail response status management system 13 executes processing for determining whether or not the final response has been completed at a predetermined timing. The final answer confirming means 135 confirms whether or not the answered flag is on for each record in the table of the database 14 (step S21). If no record with the answered flag turned on is found, it indicates that there is a situation in which all the inquiry statuses corresponding to the record should be answered from the answer side, so the final answer confirmation means 135 completes the final answer. It is determined that there is no inquiry status, and the process is terminated.

  In step S21, when a record with the answered flag turned on is found, the final answer confirmation unit 135 acquires the last answer mail transmission time recorded in the record, and the answer mail is sent last. It is confirmed whether or not a predetermined period has elapsed since the point of time (step S22). The predetermined period may be a time set in advance in the e-mail reply status management system 13 or may be a time that can be set / changed in advance by the respondent. If the predetermined period has not elapsed since the last response mail was sent, the final response confirmation unit 135 determines that the inquiry status corresponding to the record is not a status where the final response has yet been completed. Then, the process related to the record ends.

  In step S22, when a predetermined period has elapsed since the last response mail was transmitted, the final response confirmation unit 135 indicates that the inquiry status corresponding to the record is that the final response has been completed. Is determined. Therefore, the final response confirmation unit 135 stores information indicating that the inquiry status is completed in the record of the table of the database 14 (for example, “correspondence completed” information in the “response status” data of the table shown in FIG. 2). And other information necessary for TAT management. Since there is no need to process the inquiry mail and the reply mail after the final reply is completed, the final reply determination unit 135 determines the predetermined information of the record in the table of the database 14 (for example, the message stored in the MSGID). -id data) is deleted. Then, the final answer confirmation unit 135 turns off the answered flag in the record and ends the process for the record (step S23).

  The final response confirmation unit 135 performs the processing in steps S21 to S23 for all the records in the table of the database 14.

  In the mail response status management system that performs such processing, it is possible to check whether each inquiry status is completed by checking the table stored in the database 14.

  It is also possible to realize a mail reply status management system that effectively functions the process performed by the final reply confirmation unit 135 and the process related to the close request mail and the close approval mail shown in FIG. Specifically, for example, in the close request mail and the close approval mail, it is determined in advance that a character string that can be identified is described in the subject field. Then, the mail header analysis unit 133 confirms the value of the subject field of the mail header information for the email input to the email acquisition unit 131 of the email reply status management system 13.

  At this time, the mail header analysis means 133 can identify the close request mail and the close approval mail. The fact that the close approval mail is transmitted indicates that the inquiry status may be completed. Therefore, when the mail header analyzing unit 133 recognizes the transmission / reception of the closed acknowledgment mail, if the final response confirmation unit 135 executes the process in step S23 shown in FIG. Complete processing can be performed. In such a mail reply status management system, the inquiry status can be completed promptly when the close acknowledgment email is transmitted.

  Further, when the inquiry status is completed in step S23, the final answer confirmation unit 135 may be controlled not to delete the predetermined information stored in the record of the table of the database 14. In this case, for example, information indicating the completion status is registered in the record of the table of the database 14, and then whether or not the final response confirmation unit 135 has completed the final response after a predetermined time has passed. When the process for determining is performed, the information stored in the record of the table of the database 14 is deleted leaving only the information necessary for managing the inquiry status. In such an email response status management system, even if an unexpected query occurs after it is determined that the query status is complete, the query status information can be referred to within a certain period. .

  Further, in this embodiment, in order to simplify the explanation, the case where there is one inquirer terminal and one respondent terminal is described as an example, but there are a plurality of inquirer terminals or respondent terminals. There may be a plurality of both respondent terminals and respondent terminals. Furthermore, a management terminal that manages processing in a plurality of respondent terminals may be provided.

  FIG. 7 is a block diagram showing a main part of the mail reply status management system according to the present invention. As shown in FIG. 7, the mail reply status management system 10 acquires an email transmitted from the inquirer terminal 21 to the respondent terminal 22 and an email transmitted from the respondent terminal 22 to the inquirer terminal 21. An email response status management system that includes an email acquisition unit 1 (corresponding to the email acquisition unit 131 shown in FIG. 1) and manages the response status of respondents, and stores the email address of the respondent terminal in advance It is stored in the terminal address storage means 2 (corresponding to the respondent terminal address storage means 132 shown in FIG. 1), the mail header information of the email acquired by the email acquisition means 1, and the respondent terminal address storage means 2. An email is sent to the respondent terminal 22 based on the mail address and sent from the respondent terminal 22 The mail header analyzing means 3 (corresponding to the mail header analyzing means 133 shown in FIG. 1) for determining whether the answer mail is one of the answer mails and the reply mail transmitted from the respondent terminal 22 When the reply mail is not transmitted from the inquirer terminal 21 to which the reply mail has been transmitted within a predetermined time from the point of time when it is determined that the reply is received, the final reply confirmation means 4 for determining that the final reply to the inquiry has been made. (Corresponding to the final answer confirmation unit 135 shown in FIG. 1).

  Moreover, in said embodiment, the mail reply status management system as shown to the following (1)-(4) is also disclosed.

(1) When the mail header analysis unit 3 determines that the e-mail is a new inquiry mail from the inquirer terminal 21 based on the mail header information of the e-mail acquired by the e-mail acquisition unit 1, The e-mail specific information (for example, the value of the message-id field) and the transmission date / time included in the mail header information of the mail are stored in the storage means (corresponding to the database 14 shown in FIG. 1), and the answer flag is set. If it is turned off (see step S18) and it is determined that the e-mail is a re-inquiry mail from the inquirer terminal 21 based on the mail header information of the e-mail acquired by the e-mail acquisition means 1, the e-mail The transmission date and time included in the email header information of the reply destination information (for example, in-reply-to field) ) Is stored in the storage unit in correspondence with the e-mail specifying information specified in (), the answered flag is turned off (see step S16), and based on the mail header information of the e-mail acquired by the e-mail acquiring unit, When it is determined that the e-mail is an answer e-mail transmitted from the respondent terminal, the transmission date and time included in the e-mail header information is set by the reply destination information included in the e-mail header information. It is stored in the storage means in correspondence with the specified e-mail specifying information, and the answered flag is turned on (see step S14), and the final answer checking means has a period during which the answered flag is on exceeds a predetermined time. It is determined that the final response to the inquiry has been made (see steps S21 and S22). Beam.

(2) When the mail header analyzing unit determines that the final response confirming unit has made the final response, the e-mail specifying information is deleted from the storage device (see step S23).

(3) A mail reply status management system in which the mail header analysis means stores a message identifier in the storage device as electronic mail identification information.

(4) The mail header analysis means performs a process similar to the process for the inquiry mail from the inquirer terminal for the close request mail indicating that there is no additional inquiry (see step C6), and respondent to the close request mail A mail reply status management system that performs processing similar to that for reply mail transmitted from the respondent terminal for the close acknowledgment mail from the terminal (see step C8). According to such a configuration, it is possible to manage the response up to the inquiry completion stage including the close request mail.

  The present invention can be applied to a management system that needs to grasp the progress status by e-mail, such as a mail-based bug tracking system that grasps the progress status and elapsed time by e-mail.

DESCRIPTION OF SYMBOLS 1 E-mail acquisition means 2 Respondent terminal address storage means 3 Mail header analysis means 4 Final answer confirmation means 10 Mail answer status management system 11, 21 Inquirer terminal 12, 22 Responder terminal 13 Mail answer status management system 14 Database 15 Mail Server 30 Storage means 131 E-mail acquisition means 132 Respondent terminal address storage means 133 Mail header analysis means 134 Answer status monitoring means 135 Final answer confirmation means

Claims (9)

E-mail response status management for managing the response status of respondents by providing e-mail acquisition means for acquiring e-mails sent from the inquirer terminal to the respondent terminal and e-mails sent from the respondent terminal to the inquirer terminal A system,
Respondent terminal address storage means for storing in advance the mail address of the respondent terminal;
The inquiry mail sent to the respondent terminal and the answer based on the mail header information of the email obtained by the email obtaining means and the mail address stored in the respondent terminal address storage means An email header analysis means for determining whether the response email is sent from the answerer terminal,
When the reply header is not sent from the inquirer terminal to which the reply mail is sent to the reply terminal within a predetermined time from when the mail header analyzing means determines that the reply mail is sent from the reply terminal. An e-mail response status management system characterized by comprising a final response confirmation means for determining that a final response to an inquiry has been made. Mail header analysis means
The email included in the email header information of the email when it is determined that the email is a new inquiry email from the inquirer terminal based on the email header information of the email acquired by the email acquisition means Store the specific information and the transmission date and time in the storage means, turn off the answered flag,
When it is determined that the e-mail is a re-inquiry mail from the inquirer terminal based on the e-mail header information acquired by the e-mail acquisition means, the transmission included in the e-mail header information The date and time are stored in the storage unit in correspondence with the e-mail specifying information specified by the reply destination information, and the answered flag is turned off,
The transmission included in the email header information of the email when it is determined that the email is the reply email sent from the respondent terminal based on the email header information of the email acquired by the email acquisition means The date and time are stored in the storage means in correspondence with the email specifying information specified by the reply destination information included in the email header information of the email, and the answered flag is turned on,
The mail response status management system according to claim 1, wherein the final response confirmation means determines that the final response to the inquiry has been made when the period during which the response flag is on exceeds a predetermined time. The mail reply status management system according to claim 2, wherein the mail header analysis means deletes the e-mail specifying information from the storage device when the final reply confirmation means determines that the final reply has been made. The mail reply status management system according to any one of claims 1 to 3, wherein the mail header analysis means stores a message identifier as electronic mail specifying information in a storage device. Mail header analysis means
For the close request email indicating that there are no additional inquiries, perform the same process as the inquiry email from the inquirer terminal,
The mail according to any one of claims 1 to 4, wherein a close approval mail from the respondent terminal for the close request mail is processed in a manner similar to the process for the reply mail transmitted from the respondent terminal. Answer status management system. An email response status management method for obtaining an email sent from an inquirer terminal to an answerer terminal and an email sent from an answerer terminal to an inquirer terminal, and managing an answerer's answer status,
Pre-store the email address of the respondent terminal;
Inquiry mail sent to the respondent terminal based on the mail header information of the acquired email and the mail address stored in the respondent terminal address storage means, and the answer sent from the respondent terminal Whether it ’s an email or
If the reply mail is not sent from the inquirer terminal to which the reply mail is sent within a predetermined time from the time when it is determined that the reply mail is sent from the respondent terminal, the final reply to the inquiry is made. Email response status management method, characterized in that When it is determined that the e-mail is a new inquiry e-mail from the inquirer terminal based on the acquired e-mail header information, the e-mail specific information and the transmission date and time included in the e-mail header information Is stored in the storage means, the answer flag is turned off,
Based on the mail header information of the acquired email, when it is determined that the email is a re-inquiry email from the inquirer terminal, the transmission date and time included in the email header information of the email is set as the reply destination information. In correspondence with the e-mail specifying information specified in (2), it is stored in the storage means, and the answered flag is turned off,
Based on the acquired email header information, if it is determined that the email is a reply email sent from the respondent's terminal, the transmission date and time included in the email header information of the email is In correspondence with the e-mail specifying information specified by the reply destination information included in the mail header information is stored in the storage means, and the answer flag is turned on,
The mail reply status management method according to claim 6, wherein it is determined that the final reply to the inquiry has been made when the period during which the reply flag is on exceeds a predetermined time. A computer that acquires the email sent from the inquirer terminal to the respondent terminal and the email sent from the respondent terminal to the inquirer terminal, and manages the answer status of the respondent,
An inquiry mail sent to the respondent terminal and an answer sent from the respondent terminal based on the mail header information of the obtained email and the mail address stored in advance in the respondent terminal address storage means A process of determining whether it is an email,
If the reply mail is not sent from the inquirer terminal to which the reply mail is sent within a predetermined time from the time when it is determined that the reply mail is sent from the respondent terminal, the final reply to the inquiry is made. E-mail response status management program for executing the process to determine whether or not On the computer,
When it is determined that the e-mail is a new inquiry e-mail from the inquirer terminal based on the acquired e-mail header information, the e-mail specific information and the transmission date and time included in the e-mail header information Is stored in the storage means, and the process of turning off the answered flag,
Based on the mail header information of the acquired email, when it is determined that the email is a re-inquiry email from the inquirer terminal, the transmission date and time included in the email header information of the email is set as the reply destination information. Storing in the storage means in correspondence with the e-mail specifying information specified in (2), and turning off the answered flag,
Based on the acquired email header information, if it is determined that the email is a reply email sent from the respondent's terminal, the transmission date and time included in the email header information of the email is Storing in the storage means corresponding to the e-mail specifying information specified by the reply destination information included in the mail header information, and turning on the answered flag;
The mail reply status management program according to claim 8, wherein a process for determining that a final reply to an inquiry has been made when a period during which the reply flag is on exceeds a predetermined time is executed.

Images