JP6834242B2 - Information processing equipment and programs - Google Patents

Description

The present invention relates to an information processing device and a program.

If any failure occurs during the execution of processing in response to the user's request, various measures are taken to resolve the failure. For example, in a failure detection system that detects a computer failure based on operation information, in addition to the existing failure detection conditions, a function for editing failure detection conditions by combining operation information is provided, and the existing failure conditions and after editing are provided. A technique for automatically updating a computer's fault detection condition by modifying the fault condition based on the fault detection condition of the above has been proposed (for example, Patent Document 1).

Japanese Unexamined Patent Publication No. 2008-198123 Japanese Unexamined Patent Publication No. 2005-293140 Japanese Unexamined Patent Publication No. 10-229396

It may be possible to detect failures with higher accuracy by updating the conditions for detecting failures that occur during execution of processing in response to processing requests from users. However, if a processing request with the same content as a processing request in which a failure occurred in the past is made, it can be expected that a failure will occur as in the past, but in the past, a processing request in which a failure can be predicted has occurred. On the other hand, it is not possible to automatically take measures such as avoiding the occurrence of a failure.

An object of the present invention is to automatically respond to a processing request in which the occurrence of a failure can be predicted.

The information processing apparatus according to the present invention has a receiving means for receiving a processing request from a user, an acquisition means for acquiring user information of the user who made the processing request, a failure occurrence condition when a failure occurs, and a response content for the failure. Correspondence information storage means for storing correspondence information associated with, information on a failure that occurred during execution of processing in response to a processing request from a user, information indicating the content of the processing request, and the processing request. Correspondence information generation means that generates the correspondence information based on the failure information including the user information of the user and sets and registers it in the correspondence information storage means, and the content of the processing request when the processing request is received by the reception means. If the user information of the user matches any of the failure occurrence conditions, the response content set in response to the matching failure occurrence condition is processed according to the processing request with the same content as the processing request in the past. possess the failure dealing processing means for executing the failure handling process, against the processing request according to the corresponding content for failures that occur when the running, the corresponding information generating means, for each type of failure the fault information The information generated by totaling for each failure occurrence condition is presented to the administrator, the administrator accepts the failure occurrence condition and response content entered by referring to the presented information, and accepts the failure occurrence condition and response content. It is characterized in that the correspondence information is generated in association with each other.

Further, the processing execution means for executing the processing in response to the processing request received by the receiving means, the content of the processing request received by the receiving means, and the user information of the user are stored in the corresponding information storage means. If the failure occurrence condition included in any of the response information is met, the failure response process execution means is made to execute the failure response process for the process request according to the response content included in the response information. It is characterized by having a control means for controlling.

In addition, the failure response processing execution means causes the process execution means to execute the process according to the process request according to the response content included in the response information, after the process execution means executes the process. Alternatively, it is characterized in that the failure handling process is executed without being executed by the process executing means.

Further, the failure handling process executing means is characterized in that the process executing means executes a process corresponding to the processing request after executing a failure handling process for changing the content of the processing request.

In addition, the failure handling process executing means executes a failure handling process for notifying the user of information indicating that the process cannot be executed without causing the process executing means to execute the process corresponding to the process request. It is characterized by.

Further, the control means does not match the failure occurrence condition in which the content of the processing request received by the reception means and the user information of the user are included in any of the correspondence information stored in the correspondence information storage means. In this case, it is characterized in that the process execution means is controlled to execute the process corresponding to the process request.

Further, the acquisition means is characterized in that the usage status of the user at the time of making the processing request is acquired and included in the user information.

The program according to the present invention requests a processing request from a user for a computer that can access a correspondence information storage means for storing correspondence information in which a failure occurrence condition when a failure occurs and a response content for the failure are associated with each other. Receiving means for accepting, acquisition means for acquiring user information of the user who made the processing request, information on a failure that occurred during execution of processing in response to the processing request from the user, information indicating the content of the processing request, and the processing request. Correspondence information generation means that generates the correspondence information based on the failure information including the user information of the user and registers the setting in the correspondence information storage means, the content of the processing request when the processing request is received by the reception means, and If the user information of the user matches any of the failure occurrence conditions, the response content set in response to the matching failure occurrence condition is processed according to the processing request with the same content as the processing request in the past. It functions as a failure response processing execution means that executes failure response processing for the processing request according to the response details for the failure that occurred when the above is executed, and the failure information is aggregated for each failure type and failure occurrence condition. The generated information is presented to the administrator, the administrator accepts the failure occurrence condition and the response content entered by referring to the presented information, and associates the received failure occurrence condition and the response content with the response information. It is characterized by being generated .

According to the invention of claim 1, it is possible to automatically respond to a processing request in which a failure can be expected to occur.

According to the second aspect of the present invention, when the occurrence of a failure can be predicted, a process corresponding to the failure can be taken.

According to the third aspect of the present invention, when the occurrence of a failure can be predicted, a process corresponding to the failure can be taken at an appropriate timing.

According to the invention of claim 4 , the process in which the occurrence of a failure can be predicted can be executed without causing the failure.

According to the fifth aspect of the present invention, it is possible to notify the user that a process that can predict the occurrence of a failure but cannot avoid the occurrence of the failure is requested.

According to the invention of claim 6 , for the processing in which the occurrence of a failure is not expected, the processing according to the processing request can be executed as usual.

According to the invention of claim 7 , it is possible to acquire the usage status of the user at the time when the failure is expected to occur.

According to the eighth aspect of the present invention, it is possible to automatically respond to a processing request in which a failure can be expected to occur.

It is a block block diagram which showed the service system which is one Embodiment of the information processing apparatus which concerns on this invention, and is the block block diagram which showed the function at the time of providing a service to a user. It is a block block diagram which showed the service system which is one Embodiment of the information processing apparatus which concerns on this invention, and is the block block diagram which showed the function for generating correspondence information. It is a hardware block diagram of the service system in this embodiment. It is a figure which showed an example of the data structure of the correspondence information which is set and registered in the correspondence information database in this embodiment. It is a flowchart which showed the request processing in this embodiment. It is a figure which showed an example of the data structure of the fault information registered in the fault information database in this embodiment. It is a flowchart which showed the generation process of correspondence information in this embodiment. It is a figure which showed an example of the data structure of the trouble total information registered in the trouble total information database in this embodiment.

Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a block configuration diagram showing a service system 10 which is an embodiment of an information processing device according to the present invention, and is a block configuration diagram of a function required when providing a service to a user. FIG. 2 is a block configuration diagram of the service system 10 as well, but FIG. 2 is a block configuration diagram of a function required to generate correspondence information necessary for providing a service. Components not used in the description of this embodiment are omitted from FIGS. 1 and 2. The service system 10 in the present embodiment executes the requested service processing in response to the processing request from the user, and provides information as necessary. In the present embodiment, the processing request is referred to as a "request", and the information provided to the user in response to the request is referred to as a "response".

FIG. 3 is a hardware configuration diagram of the service system 10 according to the present embodiment. The service system 10 in this embodiment is formed by one or more computers. In the present embodiment, it will be described as being realized by one server computer for convenience. The service system 10 in the present embodiment can be realized by a general-purpose hardware configuration that has existed before. That is, as shown in FIG. 3, the service system 10 includes a CPU 41, a ROM 42, a RAM 43, a hard disk drive (HDD) 44, a mouse 45 and a keyboard 46 provided as input means, and a display 47 provided as a display device, respectively. The input / output controller 48 to be connected and the network controller 49 provided as a communication means are connected to the internal bus 50.

Returning to FIG. 1, the service system 10 in the present embodiment has a request reception unit 11, a user information acquisition unit 12, a response determination unit 13, a log information generation unit 14, a failure response processing unit 15, a request processing unit 16, and a failure detection. Unit 17, failure information generation unit 18, response providing unit 19, user information database (DB) 31, correspondence information database (DB) 32, log information storage unit 33, error log database (DB) 34, and failure information database (DB). Has 35. The request receiving unit 11 is provided as a receiving means, and receives a request sent in response to a predetermined operation when the user is using the service system 10 by using the client terminal 1. The user information acquisition unit 12 is provided as an acquisition means, and when a request is received by the request reception unit 11, the user information of the user is acquired from the user information database 31. In addition, by inquiring to the user, the usage status of the user is acquired, integrated with the user information described above, and passed to the correspondence determination unit 13. The usage status of the user is the usage environment when the user is using the service system 10, for example, hardware specification information such as the model of the client terminal 1, the CPU, and the resolution of the display, and the user is the service system 10. Information about software such as the type and version of applications such as browsers used for use, information about network environment, etc.

The correspondence determination unit 13 is provided as a control means, and when a request is received by the request reception unit 11, the correspondence information database 32 is searched based on the content of the request and the user information of the user acquired from the user information acquisition unit 12. As a result, if the content of the request and the user information of the user match the failure occurrence condition included in any of the response information registered in the response information database 32, the response included in the response information is included. Controls the failure handling processing unit 15 to execute the failure handling process for the request according to the content. On the other hand, if the content of the request and the user information of the user do not match the failure occurrence condition included in any of the correspondence information registered in the correspondence information database 32, the log information is temporarily stored in the log information generation unit 14. After that, the request processing unit 16 is controlled to execute the request.

The log information generation unit 14 generates log information including the content of the request and the user information of the user, temporarily stores the log information in the log information storage unit 33, and then sends the request to the request processing unit 16. The request processing unit 16 is provided as a processing execution means, and executes processing in response to a request received by the request receiving unit 11.

The failure response processing unit 15 is provided as a failure response processing execution means, and executes the failure response process for the request received by the request reception unit 11 in accordance with the instruction from the response determination unit 13. The failure detection unit 17 detects a failure that occurs during execution of processing by the request processing unit 16. When a failure occurs in the request processing unit 16, an error log is generated and registered in the error log database 34. However, when the failure information generation unit 18 detects the occurrence of a failure, the log information and the error The log is acquired from each storage means, error information is generated, and the log is registered in the error information database 35. The response providing unit 19 transmits the obtained response to the client terminal 1 of the request issuing source as a result of executing the process in response to the request received by the request receiving unit 11 and provides the response to the user. If the request is processed normally, the result of the processing can be provided as a response, but if not, other information may be provided as described in detail later.

In the user information database 31, personal information of a user who uses the service system 10 is set and registered in advance as user information. The user information is generated by having the user input attribute information such as a name, an address, an age, and a gender when the user starts using the service system 10.

FIG. 4 is a diagram showing an example of a data structure of correspondence information set and registered in the correspondence information database 32 in the present embodiment. The response information includes the target page and the condition that constitute the failure occurrence condition, and the correspondence content associated with the failure occurrence condition. The URL (Uniform Resource Locator) of the page specified when the user uses the service provided by the service system 10 is set in the target page. In the condition, the condition when a failure occurs when the process is executed in response to the request from the user is set. Attribute items included in the user information and their attribute values are set in the conditions. It may be set by combining multiple conditions. In the response content, when the content of the request and the user information of the user who made the request match the failure occurrence condition, the response content for the request is set. According to the setting example of the corresponding information at the beginning illustrated in FIG. 4, when any user has accessed the electronic bill download (DL) page (URL is “aaa.jsp”) using the browser B1 in the past. It can be seen that a failure has occurred and that this failure can be dealt with by changing the link destination from "aaa.jsp" to "aaaB1.jsp". Correspondence information will be generated with the configuration shown in FIG. 2, and this generation process will be described later.

Details of the log information storage unit 33, the error log database 34, and the failure information database 35 will be described together with the description of the process.

Further, as shown in FIG. 2, the service system 10 in the present embodiment further includes a failure aggregation information generation unit 20, a failure condition calculation unit 21, a failure condition presentation unit 22, a correspondence information setting unit 23, and a correspondence information database 32. , The failure information database 35 and the failure aggregation information database (DB) 36. The correspondence information database 32 and the failure information database 35 are shown in both FIGS. 1 and 2. FIG. 2 shows the correspondence information generation means, and the correspondence information is generated based on the failure information database 35 according to these configurations, and the correspondence information is set and registered in the correspondence information database 32.

Although the details will be described later, the failure aggregation information database 36 includes a plurality of aggregation tables formed by classifying each failure target page. The failure aggregation information generation unit 20 classifies the failure information registered in the failure information database 35 into one of the aggregation tables, and aggregates the failure information for each attribute value of the attribute item. The failure condition calculation unit 21 calculates the ratio of each aggregated value to the entire failure information (hereinafter, also referred to as “occupancy rate”). The failure condition presentation unit 22 presents the calculated occupancy rate and failure total information to the administrator. The administrator refers to the information provided, formulates a specific response method for the failure, and the conditions under which the failure occurs (failure occurrence condition) and the failure occurrence. A response method for a failure that occurs under the conditions is formulated, and the failure condition presentation unit 22 accepts the failure occurrence condition and the response method (correspondence content). The correspondence information setting unit 23 generates correspondence information including the received failure occurrence condition and correspondence contents, and sets and registers it in the correspondence information database 32.

Each component 11 to 23 in the service system 10 is realized by a cooperative operation of a computer forming the service system 10 and a program running on the CPU 41 mounted on the computer. Further, each of the storage means 31 to 36 is realized by the HDD 44 mounted on the service system 10. Alternatively, the RAM 43 or an external storage means may be used via the network.

Further, the program used in the present embodiment can be provided not only by communication means but also by storing it in a computer-readable recording medium such as a CD-ROM or a USB memory. Programs provided from communication means and recording media are installed in a computer, and various processes are realized by sequentially executing the programs by the CPU of the computer.

Next, the operation in the present embodiment will be described. First, the request processing to be executed when a request is sent from the user will be described with reference to the flowchart shown in FIG.

The user launches a browser, starts using the service provided by the service system 10, and selects a URL or the like displayed on the screen for using the desired service. As a result, the client terminal 1 issues a request to the service system 10. The request includes information such as the URL of the page to be accessed, the client terminal 1 of the request issuing source, and the user ID that identifies the user.

When the request receiving unit 11 receives the request sent from the client terminal 1 (step 101), the user information acquisition unit 12 inquires the user about the usage status. The contents of the inquiry include the browser in use, the OS, the resolution of the display, and the like. Then, when the user information acquisition unit 12 acquires the usage status input and specified by the user in response to the inquiry (step 102), the user information acquisition unit 12 subsequently acquires the user information of the user from the user information database 31 (step 103). Then, the usage status of the user is included in the user information and passed to the correspondence determination unit 13.

At the start of using the service system 10, the user may be allowed to set the item to be inquired in step 102, or the previously inquired item value may be saved in the user information database 31. However, in the present embodiment, since the information to be collected at the time of failure is accurate, the inquiry is made each time.

When the correspondence determination unit 13 receives the user information including the content of the request and the usage status of the user, the correspondence information database 32 is searched based on the received information (step 104).

The overall flow of the subsequent processing will be briefly described. Details will be described later.

When the failure occurrence condition corresponding to the received information exists (Y in step 105), the correspondence information including the failure occurrence condition is acquired from the correspondence information database 32 (step 111). Then, the failure response processing unit 15 executes the failure response process for the request according to the response content included in the acquired response information (step 112). The fault handling processing unit 15 may execute the fault handling processing before executing the processing according to the request to the request processing unit 16 (hereinafter, “request processing”), or may execute the fault handling processing after the request processing. .. Alternatively, the request processing unit 16 may execute the request processing without executing the request processing. The failure response process is executed and controlled according to the response content, in other words, according to the failure content. After executing the above-mentioned failure response processing, the response providing unit 19 provides the processing execution result as a response to the request source client terminal 1 (step 110).

On the other hand, when the failure occurrence condition corresponding to the received information does not exist in the correspondence information database 32 (N in step 105), the log information generation unit 14 receives the request and the user information from the correspondence determination unit 13, and receives these information. The log information including the log information is generated, and the log information storage unit 33 temporarily holds the log information until a response is returned (step 106). When the log information is retained, the request processing unit 16 executes the request processing (step 107). If no failure occurs during the execution of the request processing (N in step 108), the request has been processed normally. Therefore, the response providing unit 19 provides the result (response) of the normally completed process to the request source client terminal 1 (step 110). Since the log information did not occur, it will be deleted without being recorded anywhere, but it should be stored in another storage means for the purpose of reference information for creating correspondence information. You may.

On the other hand, when the failure detection unit 17 detects that some failure has occurred during the execution of the request process (Y in step 108), an error log is generated and registered in the error log database 34. Then, the failure information generation unit 18 acquires the log information from the log information storage unit 33 and the error log from the error log database 34, integrates these information to generate the failure information, and creates the failure information in the failure information database 35. Record (step 109). After that, the response providing unit 19 provides the execution result of the process as a response to the request source client terminal 1 (step 110). The specific contents of the information provided to the client terminal 1 will be described later.

FIG. 6 is a diagram showing an example of a data structure of failure information registered in the failure information database 35 according to the present embodiment. In FIG. 6, the failure information includes a failure ID assigned to each type of failure that has occurred, a failure date and time, an operation route that indicates the transition of pages viewed by the user before the failure, and the like, which are obtained from the error log. Information such as the target page specified as the access destination when a failure occurs and the browser used to browse the target page, which is obtained from the log information. Note that FIG. 6 shows only a part of the attribute items such as the date and time of occurrence and the target page.

As described above, the request processing in the present embodiment is processed in the same manner as before when the request can be normally executed, but when a failure can be predicted by collation with the failure occurrence condition, the response information is followed. Execute failure handling processing. In addition, when a failure occurs when the occurrence of a failure is unpredictable, failure information is generated and accumulated to help generate response information.

Subsequently, the process of generating the correspondence information will be described with reference to the flowchart shown in FIG. This process may be executed as a scheduled process or at a desired timing such as when a predetermined number of failure information increases.

First, the failure aggregation information generation unit 20 reads the failure information for one record that has not been aggregated so far from the failure information database 35 (step 121). Subsequently, the failure aggregation information generation unit 20 refers to the read failure information and searches the failure aggregation information database 36 based on the failure ID and the target page (step 122). By the way, in the failure aggregation information database 36, a plurality of aggregation tables generated for each set of the failure ID and each attribute value of the target page are registered. An example of this aggregation table is shown in FIG. FIG. 8 shows an example of an aggregation table in which the failure ID is “ERR001” and the target page is “aaa.jsp”. In the summary table, the attribute item included in the failure information, the attribute value of the attribute item, and the number of failure information (aggregated value) which is the attribute value are set in association with each other.

As a result of searching the failure summary information database 36 based on the failure ID of the read failure information and the target page, the failure summary information generation unit 20 does not find the corresponding summary table in the failure summary information database 36 (N in step 123). ), Create a new summary table (step 125). If it exists (Y in step 123), the existing summary table will be used.

Then, the failure aggregation information generation unit 20 updates the corresponding aggregation table by adding 1 to the number of corresponding records based on the attribute item of the read failure information and the attribute value thereof (step 125). Here, the failure information in which the failure ID is "ERR001" and the target page is "aaa.jsp" is aggregated with respect to the aggregation table illustrated in FIG. In other words, 1 is added to the number of any record depending on the attribute value of the attribute item called browser of failure information, and 1 is added to the number of records depending on the attribute value of the attribute item called contract service. .. As described above, since the failure information includes a plurality of attribute items, the number of a plurality of records corresponding to the plurality of attribute items is added by the failure information of one record.

The update of the aggregation table described above is repeated for the failure information that is not the target of aggregation (N in step 126).

When the failure aggregation information database 36 is updated by executing processing for all failure information (Y in step 126), the failure condition calculation unit 21 subsequently performs all the failure aggregation information database 36 included in the failure aggregation information database 36. The aggregated value included in each aggregated table is extracted one record at a time, and the following processing is repeated for each record (step 127). For example, referring to the setting example of the first record shown in FIG. 8, the record has a failure when the failure ID is "ERR001", the target page is "aaa.jsp", and the browser is "B1". It shows that the number of cases where has occurred is 200. Therefore, the failure condition calculation unit 21 calculates the occupancy rate of the 200 cases, which accounts for the number of cases in which a failure occurs when the browser is "B1". Therefore, the failure condition calculation unit 21 totals the failure information whose browser is "B1" by searching the entire failure information database 35, and divides 200 cases by the total number of cases, so that the failure ID is ". The occupancy rate is calculated when "ERR001", the target page is "aaa.jsp", and the browser is "B1" (step 128).

The ratio of the total value in each record of the summary table described above is calculated for all records (N in step 129).

When the calculation process of the above ratio is completed (Y in step 129), the failure condition presenting unit 22 presents the calculation result to the administrator by displaying the calculation result on the display 47 (step 130). The information presented to the administrator may be presented not only with the occupancy rate but also with the aggregated value, that is, the aggregated table. Further, instead of presenting all of the calculated occupancy rates, only the occupancy rates that exceed a predetermined threshold value may be presented.

The information presented to the administrator is the probability of failure depending on which page was accessed by which browser, that is, the failure occurrence condition such as the combination of the target page and the browser. Information indicating the number of occurrences. Therefore, the administrator can confirm under which failure occurrence condition more failures occur by referring to and analyzing the presented information. Therefore, the administrator considers the countermeasures (contents of the countermeasures) as to how to respond in order to prevent the failure. Then, when the countermeasure (correspondence content) for the failure occurrence condition is determined as the examination result, the administrator inputs and specifies the failure occurrence condition and the response content. When the failure condition presentation unit 22 receives the failure occurrence condition and the response content specified by the administrator (step 131), the failure condition presentation unit 22 passes it to the response information setting unit 23. The correspondence information setting unit 23 generates correspondence information based on the passed information and sets and registers it in the correspondence information database 32 (step 132). In the present embodiment, a database is created by registering the response information indicating how to respond to the occurrence of the failure in the correspondence information database 32 based on the failure information regarding the failure that actually occurred.

In this embodiment, the administrator is made to set the failure occurrence condition, but the means such as the failure condition presentation unit 22 is the target page and the attribute item of the failure total information whose occupancy rate is equal to or higher than a predetermined threshold value. Group may be automatically selected as a failure occurrence condition.

Here, the request processing shown in FIG. 6 will be described in more detail.

The correspondence determination unit 13 in the present embodiment refers to the correspondence information database 32 generated as described above, and either the content of the request received by the request reception unit 11 or the user information of the user who made the request. If the failure occurrence condition included in the response information is met (Y in step 105), it is expected that a failure will occur when the request is executed, and the failure response processing unit 15 is requested to execute the failure response process. On the other hand, when the content of the request received by the request reception unit 11 and the user information of the user who made the request do not match the failure occurrence condition included in any of the response information (N in step 105), the response determination unit 13 It is presumed that no failure will occur even if the request is executed, and the request is processed by the request processing unit 16 without going through the failure handling processing unit 15 (step 107). In this way, the response determination unit 13 controls the distribution of the requests received by the request reception unit 11 according to the presence / absence of the response information, in other words, the expected result of the failure occurrence.

Here, when the content of the request and the user information do not match the failure occurrence condition (N in step 105), it is estimated that the failure does not occur in the present embodiment. This is because the correspondence information is not set. However, as described above, the correspondence information is created based on the fact that requests with the same content account for a large proportion of the total or many failures occur under the same usage conditions of the users. In other words, it does not mean that no failure has occurred at all, and that the corresponding information has not been created because the number of occurrences is relatively small. In this case, in the present embodiment, it is presumed that no failure has occurred, and the request processing unit 16 is made to execute the request processing without performing the failure handling processing. Then, when a failure occurs during execution of the request, the failure information is accumulated in the failure information database 35 each time, and the response information is eventually created.

Further, when the content of the request and the user information match the failure occurrence condition (Y in step 105), the failure response processing unit 15 responds to the request based on the response content included in the response information. Of course, this correspondence follows the setting contents of the correspondence contents, but as a correspondence, before making the request processing unit 16 execute the request processing, after making the request processing unit 16 execute the request processing, or making the request processing into the request processing unit 16 It can be roughly divided into executing failure handling processing without letting it execute. Whether or not the request processing unit 16 executes the request processing at what timing depends on the content of the failure that has occurred. For example, if the link destination can be changed and the processing can be performed normally, the failure handling unit 15 executes the failure handling process of changing the page (link) to be accessed before the request processing unit 16 processes the request. do it. Further, if the request processing cannot be normally completed by changing such parameters, the error handling process may be performed in step 110 in which the error display screen is returned to the user as a response without executing the request.

According to the present embodiment, when the occurrence of a failure can be predicted based on the content of the request from the user and the user information of the user who made the request, the occurrence of the failure is prevented by executing the failure response process. In the event of an unavoidable failure, we will automatically take measures such as notifying the user to that effect. Therefore, it is possible to reduce the load on the administrator in dealing with the failure.

1 Client terminal, 10 Service system, 11 Request reception unit, 12 User information acquisition unit, 13 Correspondence judgment unit, 14 Log information generation unit, 15 Failure response processing unit, 16 Request processing unit, 17 Failure detection unit, 18 Failure information generation Department, 19 Response provision unit, 20 Failure aggregation information generation unit, 21 Failure condition calculation unit, 22 Failure condition presentation unit, 23 Correspondence information setting unit, 31 User information database (DB), 32 Correspondence information database (DB), 33 Logs Information storage unit, 34 error log database (DB), 35 fault information database (DB), 36 fault summary information database (DB), 41 CPU, 42 ROM, 43 RAM, 44 hard disk drive (HDD), 45 mouse, 46 keyboard , 47 displays, 48 input / output controllers, 49 network controllers, 50 internal buses.

Claims (8)

A reception means for accepting processing requests from users,
An acquisition method for acquiring user information of the user who made the processing request,
Correspondence information storage means for storing correspondence information in which a failure occurrence condition when a failure occurs and a response content for the failure are associated with each other.
The response information is generated based on the failure information including the information about the failure that occurred during the execution of the process in response to the process request from the user, the information indicating the content of the process request, and the user information of the user who made the process request. Corresponding information generation means to be set and registered in the corresponding information storage means, and
When the processing request is received by the receiving means, if the content of the processing request and the user information of the user match any of the failure occurrence conditions, the response content set corresponding to the matching failure occurrence condition. However, a failure response processing execution means that executes a failure response process for the process request according to the response content for a failure that occurred when the process was executed in response to the process request having the same content as the process request in the past.
Have a,
The corresponding information generation means is
The information generated by aggregating the failure information for each type of failure and each condition for occurrence of failure is presented to the administrator.
The administrator accepts the failure occurrence conditions and response details entered by referring to the presented information,
The response information is generated by associating the received failure occurrence condition and response content.
The information processing apparatus according to claim and this. A process execution means that executes a process in response to a process request received by the reception means, and a process execution means.
When the content of the processing request received by the receiving means and the user information of the user match the failure occurrence condition included in any of the corresponding information stored in the corresponding information storage means, the corresponding information is included. A control means for controlling the failure response processing execution means to execute the failure response processing in response to the processing request according to the included response contents.
The information processing apparatus according to claim 1 , wherein the information processing apparatus has. The failure response processing execution means is such that, according to the response content included in the response information, the processing according to the processing request is executed before, after, or after the processing execution means is executed. The information processing apparatus according to claim 2 , wherein the failure handling process is executed without being executed by the process executing means. The third aspect of the present invention, wherein the failure handling process executing means causes the processing executing means to execute a process corresponding to the processing request after executing a failure handling process for changing the content of the processing request. Information processing device. The failure handling process executing means is characterized in that it executes a failure handling process that notifies the user of information indicating that the process cannot be executed without causing the process executing means to execute the process corresponding to the process request. The information processing apparatus according to claim 2. When the control means does not match the content of the processing request received by the reception means and the user information of the user do not match the failure occurrence condition included in any of the correspondence information stored in the correspondence information storage means. The information processing apparatus according to claim 2 , wherein the processing execution means is controlled to execute a processing according to the processing request. The information processing apparatus according to any one of claims 1 to 6 , wherein the acquisition means acquires the usage status of the user at the time of making a processing request and includes it in the user information. A computer that can access the response information storage means that stores the response information in which the failure occurrence condition when a failure occurs and the response content for the failure are associated with each other.
Reception means for accepting processing requests from users,
Acquisition method to acquire user information of the user who made the processing request,
The response information is generated based on the failure information including the information about the failure that occurred during the execution of the process in response to the process request from the user, the information indicating the content of the process request, and the user information of the user who made the process request. Corresponding information generating means, which is set and registered in the corresponding information storage means,
When the processing request is received by the receiving means, if the content of the processing request and the user information of the user match any of the failure occurrence conditions, the response content set corresponding to the matching failure occurrence condition. A failure response processing execution means that executes a failure response process for the process request according to the response content for the failure that occurred when the process was executed in response to the process request with the same content as the process request in the past.
To function as,
The information generated by aggregating the failure information for each type of failure and each condition for occurrence of failure is presented to the administrator.
The administrator accepts the failure occurrence conditions and response details entered by referring to the presented information,
The response information is generated by associating the received failure occurrence condition and response content.
A program characterized by that.

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