JP7167749B2 - Information processing device, information processing system, and information processing program - Google Patents

Description

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

Techniques for collecting information about software errors and providing information for resolving the errors are known.

For example, there are systems that collect errors that occur while a user is using a computer. This system collects log information of an operating environment including user's operating procedures from a computer, and retrieves the log information in response to receiving log information corresponding to an operating procedure with an error. In addition, this system retrieves log information corresponding to an error-free operation procedure similar to the error-free operation procedure, and provides the user with the operation procedure included in the retrieved log information. provide to

There is also a technology for solving problems by automatically remotely operating a customer's personal computer. This technology automatically judges normal operation based on the customer's operation history, and automatically remotely operates the customer's personal computer.

Japanese Unexamined Patent Application Publication No. 2012-138001 Japanese Patent Application Laid-Open No. 2004-30125

However, in today's software usage environment, a wide variety of errors occur in various ways, so there is a problem that it is difficult to collect information for resolving all errors.

An object of the present invention is, as one aspect, to comprehensively collect information for resolving errors.

As one aspect, the storage unit stores the type of error detected in the operation of software, the setting items related to the operation of the software when the error is detected, and the setting items changed until the error is resolved. store history information including the history of A control unit compares the setting item stored in the storage unit at the time of detection of the error with the setting item changed until the error is resolved, obtains a comparison result, and determines the type of the error and the comparison. The result is output to the error information management device.

As one aspect, it has the effect of being able to comprehensively collect information for resolving errors.

It is a figure which shows an example of the utilization environment of software. It is a figure which shows an example of the usage scene in the usage environment of the software to which embodiment of this invention is applied. FIG. 10 is a diagram showing an example of display of a general error; FIG. 10 is a diagram showing an example of displaying information for error resolution; 1 is a block diagram showing a schematic configuration of an information processing system according to an embodiment of the present invention; FIG. It is a block diagram which shows the structure of an information processing apparatus and an integrated management server. It is a figure which shows an example of operation|movement inside a software control part. FIG. 10 is a diagram showing an example of an error record table recorded in a history storage unit; FIG. It is a figure which shows an example of the various table data recorded on error accumulation|storage DB. 1 is a block diagram showing a schematic configuration of a computer functioning as an information processing device; FIG. 3 is a block diagram showing a schematic configuration of a computer functioning as an integrated management server; FIG. 6 is a flowchart showing an example of processing of an error detection unit; 9 is a flow chart showing an example of processing of an error resolution recording unit; 8 is a flowchart illustrating an example of processing by an error processing unit; 4 is a sequence diagram showing exchange of information between devices and processing units; FIG. FIG. 10 is a diagram showing an example of an error record table recorded in a history storage unit; FIG. FIG. 10 is a diagram showing an example of an error record table recorded in a history storage unit; FIG.

Before describing the embodiments of the present invention, first, the background that is the premise will be described.

Many users find it difficult to use unfamiliar software. In particular, when using software related to business operations within a company, an operation error may hinder business operations. Therefore, it is important to operate the software correctly, and to quickly eliminate the error when an error occurs in the software.

Here, we summarize information sources for users to know how to operate the software. There are three major sources of information as follows.

The first is information provided by software developers. This information includes manuals, help screens, explanations on GUI screens, developer websites, and the like. Errors that occur while operating software are often prepared with information organized under "Troubleshooting", "Common Mistakes", etc. In general, when an error is encountered during software operation, in order to solve the error, work such as reading the manual and help screen carefully and checking the various setting screens of the software is performed. requires a lot of effort and time. Also, it is considered difficult to cover all cases for various errors that occur in a wide variety of user environments.

The second is information based on know-how sharing by a plurality of users who use the same software in the same company or the like. Know-how can be shared by asking questions during conversations, or by saving the details of how to deal with an error as a document. For example, when software is used for business purposes within a company, users can accumulate and share know-how by creating materials such as software usage manuals and lists of error handling methods as part of their work. Also, even if you do not create materials, it is easy to share know-how with each other if there are many users like a large company, but it is difficult to share know-how in a small and medium-sized environment where there is only one user.

The third is information collection through public networks such as the Internet. In many cases, kind-hearted users publish their experiences on public networks in order to help others. can be found and used on the Internet. It is conceivable that users who operate software search for error cases in the hope that information on errors is open to the public on the Internet. However, there are cases where information is not hit by searching with software that has a small number of users, or there is a possibility that incorrect information has been entered due to misunderstanding by the contributor who published the article, and the search does not lead to error resolution. There is also

For the second case, for example, FIG. 1 shows an example of a software usage environment.

In the usage environment shown in FIG. 1, there are users A, B, C, and n using "software". On the other hand, an "integrated management server" is installed in a portal website or the like operated by a software developer, and each piece of software and the integrated management server are connected via the Internet. In FIG. 1, if users using the same software, such as user A and user B shown in "company #1", exist in the same workplace, it is easy to share know-how. On the other hand, in the case of user C, who uses the software alone at work, such as "Company #2", and user n, who is a "sole proprietor", who uses the software individually, the know-how is shared. It may be difficult to obtain

As described above, when a software error occurs, even if the user attempts to resolve the error by himself or herself and obtains information from the manual or help, there is the problem that it is difficult to arrive at a solution. This is because it is difficult to know which part of the manual or help should be referred to unless the user understands the mechanism of the software as a whole and the details of the errors that have occurred. Also, even if you want to get hints from other users or information on the Internet, you may not be able to get much information if there are no users nearby or there are few users who publish information on the Internet. . Furthermore, the information on the Internet is biased toward specific cases or is incorrect, so judgment is required on the part of the user of the information.

For the above reasons, if the user's literacy is not high, it will take a long time to resolve the error, and in some cases, the error cannot be resolved.

Therefore, the embodiment of the present invention provides a mechanism for automatically sharing information for error resolution, which could be shared only in a limited range as described above, among users using software. By introducing such a mechanism, it will lead to a reduction in the efforts of all users who use the software to eliminate errors.

Next, an overview of the usage environment and operation of the software to which the method of the embodiment of the present invention is applied will be described. In the embodiment of the present invention, as shown in FIG. 1, a configuration is assumed in which a plurality of pieces of software are linked to an integrated management server via a network. In the following description, for convenience of explanation, the operation is mainly performed by software, but in reality, it is the operation of the information processing apparatus in which the software is installed. In the embodiment of the present invention, the software operates on the information processing apparatus and manages the business server.

The software internally records the setting items changed by operations from the time an error occurs until the error is resolved, and sends the comparison result of the setting items to the integrated management server when the error is resolved. Setting items will be described later.

The integrated management server accumulates the received comparison result as information for error resolution.

In addition, when an error occurs, the software asks the master management server whether information for resolving the same type of error has been accumulated, and if so, receives information for resolving the error from the master management server. do. The software presents information for error resolution to the user through an interface such as a GUI.

FIG. 2 shows an example of a usage scene in a software usage environment to which the embodiment of the present invention is applied.

For example, when user A resolves the error by some means, the software sends the type of error that occurred and the comparison result of the setting items to the integrated management server. In this way, the integrated management server can collect and accumulate information for error resolution. On the other hand, for example, when an error occurs in software used by user n, the software inquires of the integrated management server whether information for error resolution is held for the error that has occurred. If a matching error exists, the integrated management server returns information for error resolution. By this operation, the user n can quickly resolve the error based on the provided error resolution information.

As described above, in the embodiment of the present invention, information for error resolution is shared for errors that occur during use of software.

The outline of the operation of the software that implements the above mechanism will be briefly described.

The technique of the embodiment of the present invention is implemented by cooperation between software and the integrated management server. Further, the technique of the embodiment of the present invention is applied when the user's operation on the software is processed as an API (Application Programming Interface) inside the software.

If an error occurs during operation of the software, the software uniquely identifies the type of error by the type of API executed internally and the error code. Then, with respect to the identified error type, operations for changing setting items, such as changes in various software settings and operation parameters, performed until the error is resolved are recorded. After that, when the API is normally executed, the API type, the error code, and the setting item change operation until the error is resolved are sent to the integrated management server. The integrated management server accumulates the operation of changing setting items related to errors in the database. Note that the error may be uniquely identified by other information, such as an error message, instead of the error code.

In addition, when an error occurs during software operation, the software sends the type of API executed internally and the type of error identified by the error code to the integrated management server, and the same error has occurred in the past. Inquire whether The integrated management server searches the history of the same error from the database, and if the information is accumulated, among the operations performed until the error is resolved, for example, extracts the frequently performed operations and information to the software. The software displays the returned error resolution information on the screen and presents it to the user.

In reality, even when the same error occurs, there are many different patterns of operations required to resolve the error. Therefore, when the error information accumulated in the integrated management server is small, it is not always possible to provide appropriate error resolution information. However, as many users continue to use the software to which the embodiment of the present invention is applied, the amount of accumulated information increases. By extracting and providing information with a large number of occurrences from the accumulated information, the reliability of the information for error resolution is improved.

A business server that cooperates with software will also be described. It is assumed that a user name and password for remote connection from the outside via a network are set in the business server in advance. In addition, the business server has setting items related to various operations. The setting items are, for example, "communication mode=encrypted/non-encrypted", "sleep function=enabled/disabled", and "power mode=power saving/high performance". "/ (slash)" in the setting items means that one of them is selected. It is also assumed that the software and business server are connected via a network (LAN) or the like, and information for remote login is registered in the software in advance.

Here, an example of operations performed by software will be described. For example, an example of changing the settings of a business server from software is shown below. The user operates the software and edits the "configuration file" of the business server on the software side. Describe the contents to be set in the business server in the "configuration file". Next, the user executes the "setting change" operation on the software to reflect the contents of the "setting file" to the business server. The above is an example of the operation when changing the settings of the business server from the software.

FIG. 3 is an example of a typical error display displayed as a software usage screen when an error occurs. FIG. 4 is an example of displaying information for error resolution by the technique of the embodiment of the present invention. In FIG. 4, the information for error resolution is divided into "operations necessary for error resolution" and "operations not required for error resolution", each of which is displayed as a hint. The operation required to resolve the error displayed as a hint is one of the operations that resolved the error after the user used the software in the past changed the setting items when they encountered the same error. , are operations for changing setting items that are frequently performed. The execution frequency indicates the percentage of operations that performed the change operation out of all the change operations that resolved the error with respect to the same error. The concept of contents displayed as hints for operations that were not necessary to resolve the error is the same. In addition to the operation for changing the setting item, the setting contents of the software operated by the user at the time of error occurrence are also displayed. In the example of FIG. 4, the most frequently performed setting change is the operation to change the "power" of the business server from "on" to "off", and it can be seen that 64% of the errors were resolved by this setting change. . Also, it can be seen that the setting content at the time of error occurrence is "on". In addition, regarding "operations that were not necessary to resolve the error", among the setting changes that did not resolve the error, frequently performed change operations are also displayed as hints.

As described above, the advantages for the user by the method of the present embodiment are as follows.

Conventionally, when a user encounters an error while operating software and does not know how to deal with it, the user has to search for information for resolving the error by himself/herself. However, by using the method of this embodiment, the user can be automatically presented with information for error resolution as a hint.

In addition, when a user encounters an error while operating software and tries to provide information to a third party when the error is resolved, conventionally, the user creates an article by himself and posts it on the network. It took effort. However, according to the method of the present embodiment, it is possible to automatically share information for error resolution with other users.

In addition, when the user himself/herself publishes the information on the network, there is a possibility that the user may be misled by disclosing incorrect information due to factors such as misremembering or prejudice. However, according to the method of the present embodiment, the information automatically collected by the software for error resolution is shared, so the possibility of misleading by false information is reduced.

As described above, know-how on software use is actively shared among users, and the user's trouble in using software is reduced. Also, for example, even if a problem such as business stop occurs due to an error due to misuse of software, it will be possible to recover quickly.

An example of the configuration of the embodiment of the present invention described above will be described in detail below with reference to the drawings.

As shown in FIG. 5, in an information processing system 100 according to the present embodiment, a plurality of information processing apparatuses 10 and an integrated management server 14 are connected via a network 5 such as the Internet. Also, the information processing device 10 and the business server 12 are connected by a local area network. Each of the plurality of information processing apparatuses 10 is, for example, a management server installed in each company that introduces software. It is assumed that one piece of software is installed for each information processing device 10 . One information processing device 10 out of the plurality of information processing devices 10 will be described below. The integrated management server 14 is an example of an error information management device.

The information processing device 10 is a management server that manages software that users use from their respective terminals. When software is installed in the information processing apparatus 10, each unit necessary for using the software is configured. Therefore, the information processing apparatus 10 in which the software is installed will be described below. Although the use of the software is not particularly specified, the software is used by a plurality of users in the company where the information processing apparatus 10 is installed.

The business server 12 is a server operated by software used in the information processing apparatus 10 .

The integrated management server 14 is a server that accumulates information for resolving software-related errors that have occurred in the information processing apparatus 10 . The integrated management server 14 provides the information processing apparatus 10 with the accumulated error resolution information.

FIG. 6 shows the configuration of the information processing device 10 and the integrated management server 14. As shown in FIG. Information processing apparatus 10 includes software control section 20 , communication section 21 , error detection section 22 , history storage section 23 , and display section 24 . The integrated management server 14 includes a communication section 31 , an error resolution recording section 32 , an error processing section 33 and an error accumulation DB 34 . The error detector 22 is an example of a detector. The history storage unit 23 is an example of a storage unit. The error detection section 22 is an example of a control section.

First, each processing unit of the information processing apparatus 10 will be described.

The software control unit 20 controls software installed in the information processing device 10 . The software control unit 20 receives a user's operation for software via an interface such as a GUI, and executes API processing according to the operation. The software control unit 20 communicates with the business server 12 as necessary in accordance with software control. The software control unit 20 also causes the display unit 24 to display information for error resolution as necessary.

FIG. 7 shows an example of the internal operation of the software control unit 20. As shown in FIG. The internal operation of the software control unit 20 is divided into GUI control and backend service. GUI control displays software information on the display unit 24 and receives user operations. The backend service executes necessary processing in response to operations by GUI control. There is an API (or internal function call, etc.) interaction between the GUI control and the backend service. At the time of interaction, an API indicating the content of processing and accompanying information indicating details of the processing of the API (target server name and file name) intervene. Associated information is often in a user-understandable text format such as XML/JSON, and FIG. 7 exemplifies a case where the XML format is used. APIs related to business servers include APIs such as "change server settings" and "update firmware of business servers".

When managing the business server 12, the back-end service issues necessary instructions to the business server. Usually, the status and settings of the business server are read immediately before the instruction. Again, there is an API and collateral information intervening in the same way as the operation between the GUI control and the backend service. After issuing an instruction to the business server 12, the back-end service receives from the business server 12 a notification of normal completion of the instruction or an error code.

The communication unit 21 communicates with the integrated management server 14 to transmit and receive necessary data.

The error detection unit 22 monitors the API of the software control unit 20 and detects errors in software operation. The error detection unit 22 stores history information including the type of the detected error, setting items related to the operation of the software when the error was detected, and the history of change operations of the setting items that were changed until the error was resolved. 23. The error detection unit 22 compares the setting items when the error is detected with the setting items changed before the error is resolved, obtains the comparison result, and transmits the error type and the comparison result of the setting items to the communication unit 21. to the integrated management server 14 via the

Also, the error detection unit 22 transmits an error resolution information acquisition request to the integrated management server 14 when an error is detected, and inquires whether there is information for error resolution. The error resolution information acquisition request is a request that includes an "API type" and an "error type" that are information for identifying an error. The error detection unit 22 acquires the inquiry result, and displays it on the display unit 24 when the information for solving the error is acquired.

The history storage unit 23 records the type of error and the change history of software setting items each time an error occurs. When the error detection unit 22 transmits the comparison result to the integrated management server 14, the record regarding the error is deleted from the history storage unit 23. FIG.

FIG. 8 shows an example of an error record table recorded in the history storage unit 23. As shown in FIG. The error record table records error types and software setting items. It is created each time an error occurs, and a record is added each time a setting item is changed. "API type", "error type", and "error status" are recorded as error types. "API type" is the type of API in which the error occurred. "Error type" is an API error code. The "error status" is any of error, error continuation, and error resolution. The error time is entered in the "error status" column that is recorded first when an error is detected. When a record is added by changing the settings, the "error status" column contains either error continuation or error resolution depending on the error status. In the example of FIG. 8, the first record in the error record table records the setting items in the error situation, the second record records the difference in the setting items in the error continuation situation, and the third record records , the setting items in the error resolution situation are recorded. Also, as software setting items, "API input information", "setting file information", "software operation setting", "device setting information", and "device state information" are recorded. "API input information" is API accompanying information at the time of recording. "Setting file information" is information describing settings related to software. "Software operation settings" is information describing settings related to the operation of the software being operated. "Device setting information" is information describing settings related to the operation of the business server. "Apparatus status information" is information describing the status of the business server.

An example of comparison between the setting items when the error is detected and the setting items when the error is resolved by the error detection unit 22 will be described with reference to FIG. For example, looking at the difference in setting items between when an error occurs and when an error continues in FIG. It can be seen that on is changed from . Next, looking at the difference in the setting items between error continuation and error resolution, power saving of "setting file information" is returned to high performance. In the comparison in the error detection unit 22, setting items changed from error detection to error resolution are setting items necessary for error resolution. Also, setting items that have a history of being changed from the time of error detection in the process until the error is resolved and that are the same as when the error was detected when the error is resolved are setting items that were not necessary for error resolution. In the above example, the setting item required to resolve the error is power in the "device setting information", and changing the power from off to on is the operation to change the setting item required to resolve the error. Become. Also, the setting item that was not necessary to solve the error is the power mode of "setting file information", and changing the power mode from high performance to power saving is the setting item that was not necessary to solve the error. change operation. The error detection unit 22 transmits to the integrated management server 14 the comparison result of the setting items necessary for error elimination and the setting items not necessary for error elimination obtained by the above comparison.

The display unit 24 is a display screen of the information processing apparatus 10, and displays information for error resolution as shown in FIG.

Next, each processing unit of the integrated management server 14 will be described.

The communication unit 31 communicates with the information processing device 10 to transmit and receive necessary data.

The error resolution recording unit 32 records the type of error received from the information processing apparatus 10 and the comparison result of the setting items in the error accumulation DB 34 .

FIG. 9 shows an example of various table data recorded in the error accumulation DB 34. As shown in FIG. The error accumulation table 9A has items of "API type" and "error type" as items for recording types of errors, and "error resolution operation history" and "error resolution history" as items for recording change operations. It has an item of "operation history that did not exist". A link to the error-resolved operation history table 9B is recorded in the "error-resolved operation history", and a link to the error-unresolved operation history table 9C is recorded in the "error-unresolved operation history". A record of one row in the error accumulation table 9A records resolution information for one error, and is added each time an error type and a comparison result of setting items are received from the information processing apparatus 10. FIG.

The error resolution operation history table 9B is a table in which operations for changing setting items necessary for error resolution associated with "API type" and "error type" are recorded. FIG. 9 shows an example of "operation table #1" of the error resolution operation history table 9B. In the "operation table #1", the record in the first row records "setting type" as software operation setting, "setting item name" as firewall, "before change" as enabled, and "after change" as disabled. The error unresolved operation history table 9C is a table that records changes to setting items that are not necessary to resolve errors associated with "API type" and "error type". FIG. 9 shows an example of "operation table #2" of the unresolved error operation history table 9C. In the record on the first row of "operation table #2", "setting type" is a setting file, "setting item name" is power mode, "before change" is high performance, and "after change" is power saving. there is

Upon receiving an error resolution information acquisition request from the information processing apparatus 10, the error processing unit 33 refers to the error accumulation DB 34 and searches for the same error as the detected error. Specifically, the error accumulation table 9A is searched for a record that matches the "API type" and "error type" of the error resolution information acquisition request. If there is a matching record, for all matching records, get the operations necessary to resolve the error from the link of "Error-resolved operation history", and from the link of "Operation history that did not resolve the error" Get the operations that were not needed for resolution. In addition, the error processing unit 33 calculates the ratio of each change operation among all the setting item change operations necessary for error correction, and calculates the ratio of each change operation necessary for error correction. Generate as The same is true for operations that were not necessary to resolve the error. Then, the error processing unit 33 returns to the information processing apparatus 10 an inquiry result indicating that there is the same error, including information for error resolution. The information for error resolution may be narrowed down to setting items with a predetermined percentage or more or setting items with high operation frequency.

The error accumulation DB 34 stores the error accumulation table 9A, the error-resolved operation history table 9B, and the error-unresolved operation history table 9C described above.

The information processing apparatus 10 can be realized by, for example, a computer 50 shown in FIG. The computer 50 includes a CPU 51 , a memory 52 as a temporary storage area, and a non-volatile storage section 53 . The computer 50 also includes an input/output interface (I/F) 54 to which the display unit 24 is connected, and a read/write (R/W) unit 55 that controls reading and writing of data to and from the recording medium 59 . The computer 50 also has a network I/F 56 connected to a network such as the Internet. The CPU 51 , memory 52 , storage unit 53 , input/output I/F 54 , R/W unit 55 and network I/F 56 are connected to each other via a bus 57 .

The storage unit 53 can be implemented by a Hard Disk Drive (HDD), Solid State Drive (SSD), flash memory, or the like. A control program 60 for causing the computer 50 to function as the information processing apparatus 10 is stored in the storage unit 53 as a storage medium. The control program 60 has a software control process 61 , a communication process 62 and an error detection process 63 .

The CPU 51 reads out the control program 60 from the storage unit 53, develops it in the memory 52, and sequentially executes the processes of the control program 60. FIG. The CPU 51 operates as the software control section 20 shown in FIG. 6 by executing the software control process 61 . The CPU 51 operates as the communication unit 21 shown in FIG. 6 by executing the communication process 62 . Further, the CPU 51 operates as the error detection section 22 shown in FIG. 6 by executing the error detection process 63 . As a result, the computer 50 executing the control program 60 functions as the information processing device 10 . Note that the CPU 51 that executes the program is hardware. The control program 60 is an example of an information processing program.

The functions realized by the control program 60 can also be realized by, for example, a semiconductor integrated circuit, more specifically an application specific integrated circuit (ASIC) or the like.

Also, the integrated management server 14 can be realized by a computer 80 shown in FIG. 11, for example. A computer 80 includes a CPU 81 , a memory 82 as a temporary storage area, and a nonvolatile storage section 83 . The computer 80 also includes an input/output device 84 such as a display device and an input device, and a R/W section 85 that controls reading and writing of data to and from a recording medium 89 . The computer 80 also has a network I/F 86 connected to a network such as the Internet. The CPU 81 , memory 82 , storage unit 83 , input/output device 84 , R/W unit 85 and network I/F 86 are connected to each other via bus 87 .

The storage unit 83 can be implemented by an HDD, SSD, flash memory, or the like. A storage unit 83 as a storage medium stores a management program 90 for causing the computer 80 to function as the integrated management server 14 . The management program 90 has a communication process 91 , an error resolution record process 92 and an error handling process 93 .

The CPU 81 reads out the management program 90 from the storage unit 83, develops it in the memory 82, and sequentially executes the processes of the management program 90. FIG. The CPU 81 operates as the communication unit 31 shown in FIG. 6 by executing the communication process 91 . The CPU 81 operates as the error resolution recording unit 32 shown in FIG. 6 by executing the error resolution recording process 92 . Further, the CPU 81 operates as the error processing section 33 shown in FIG. 6 by executing the error processing process 93 . As a result, the computer 80 executing the management program 90 functions as the integrated management server 14 . Note that the CPU 81 that executes the program is hardware.

Note that the functions realized by the management program 90 can also be realized by, for example, a semiconductor integrated circuit, more specifically an ASIC or the like.

Next, the operation of the error detection unit 22 of the information processing apparatus 10 according to this embodiment will be described with reference to the flowchart of FIG. In the following description, an example in which one error occurs and one error is processed will be described. If another error occurs during execution of processing for one error, the processing of steps S104 to S130 below may be executed independently for the other error.

In step S100, the error detection unit 22 initializes the history storage unit 23 to make it empty.

In step S102, the error detection unit 22 monitors the behavior of the API of the software control unit 20 and determines whether an error has occurred. If the occurrence of an error is detected, the process proceeds to step S104, and if the occurrence of an error is not detected, this step is repeated.

In step S104, the error detection unit 22 transmits an error resolution information acquisition request to the integrated management server 14, inquires whether there is information for error resolution, and acquires the inquiry result.

In step S106, the error detection unit 22 determines whether or not information for resolving the error has been acquired from the inquiry result acquired from the integrated management server 14. If it has been acquired, the process proceeds to step S108. If so, the process proceeds to step S110.

In step S108, information for error resolution is transferred from the error detection section 22 to the software control section 20, and the software control section 20 controls the display section 24 to display the information for error resolution. For example, if the information for error resolution includes the information "setting type: device status/setting item name: power/setting change: off→on/operation ratio: 64%" as an operation required for error resolution. do. In this case, as shown in the example of FIG. 4 above, the software control unit 20 gives a hint for the operation that solved the error: "The power of the business server was changed from on to off. (64%) The setting is on." is displayed. "The setting is on." at the end is the current setting status of the corresponding setting item. The setting status of the current setting item may be obtained from the most recent setting item recorded in the history storage unit 23 .

In step S110, the error detection unit 22 sets the API in which the error was detected as a monitoring target API in order to monitor the API in which the error has occurred.

In step S112, the error detection unit 22 collects setting items related to software operation. The setting items to be collected are, for example, "API input information", "setting file information", "software operation setting", "device setting information", and "device state information".

In step S114, the error detection unit 22 creates an error record table for the monitoring target API set in step S110, and records the error type and software setting items. As for the type of error, the "API type" is recorded as the API of the API to be monitored, the "error type" is recorded as the error code, and the "error status" is recorded as the time of error. .

In step S116, the error detection unit 22 monitors execution of the API of the software control unit 20 and determines whether the API has been executed. If the API has been executed, the process proceeds to step S118, and if the API has not been executed, this step is repeated.

In step S118, the error detection unit 22 collects setting items related to the operation of the software after API execution.

In step S120, the error detection unit 22 determines whether the operation result of the monitored API is normal. If normal, the process proceeds to step S126. If it is not normal, it is assumed that the error continues, and the process proceeds to step S122. Since the monitored API is not necessarily executed, if the monitored API is not executed, it is determined that the error continues, and the process proceeds to step S122.

In step S122, the error detection unit 22 determines whether there is a difference between the setting items collected in step S118 and the current setting items. , the process returns to step S116 to repeat the process.

In step S124, the error detection unit 22 adds a one-row record to the error record table of the monitored API, sets the error status to error continuation, records the setting item with the difference, and returns to step S116.

In step S126, the error detection unit 22 adds a one-line record to the error record table of the monitoring target API, sets the error status to error resolution, and records the setting item with the difference.

In step S128, the error detection unit 22 compares the error record table of the monitored API, extracts setting items necessary for error resolution and setting items not required for error resolution as comparison results, A comparison result is sent to the integrated management server 14 .

In step S130, the error detection unit 22 erases the error record table of the monitoring target API, proceeds to step S102, and continues error monitoring.

Next, the operation of the error resolution recording unit 32 of the integrated management server 14 according to this embodiment will be described with reference to the flowchart of FIG.

In step S<b>200 , the error resolution recording unit 32 determines whether the type of error and the comparison result of the setting items have been received from the information processing apparatus 10 via the communication unit 31 . If it has been received, the process proceeds to step S202, and if it has not been received, it waits until this step is repeated.

In step S<b>202 , the error resolution recording unit 32 records the type of error and the comparison result of the setting items in the error accumulation DB 34 . Specifically, a new record of "API type" and "error type" included in the received error type is added to the error accumulation table 9A. In addition, the link of the "error-resolved operation history" and "error-unresolved operation history" of the error accumulation table 9A is created, and based on the comparison result of the setting items, the error-resolved operation history table 9B and the error-unresolved history are created. A cancellation operation history table 9C is created. In the error resolution operation history table 9B, the setting item change operation necessary for error resolution among the comparison results of the setting items is recorded. In the error unresolved operation history table 9C, a setting item change operation that was not necessary for error elimination among the comparison results of the setting items is recorded.

Next, the operation of the error processing unit 33 of the integrated management server 14 according to this embodiment will be described with reference to the flowchart of FIG.

In step S300, the error processing unit 33 determines whether an error resolution information acquisition request has been received from the information processing apparatus 10 via the communication unit 31. If received, the process proceeds to step S302. Otherwise, it waits until this step is repeatedly received.

In step S302, the error processing unit 33 refers to the error accumulation DB 34 to search for the same error as the detected error. Specifically, the error accumulation table 9A is searched for a record that matches the "API type" and "error type" of the error resolution information acquisition request.

At step S304, the error processing unit 33 determines whether or not there is the same error.

In step S<b>306 , the error processing unit 33 returns to the information processing apparatus 10 an inquiry result indicating that there is no same error.

In step S308, the error processing unit 33 performs an operation necessary to eliminate the error from the link of the "error elimination operation history" for all the records of the error accumulation table 9A that match the "API type" and "error type". get. Similarly, operations that were not necessary to resolve the error are acquired from the link of "operation history that did not resolve the error".

In step S310, the error processing unit 33 generates error resolution information for each of the operations required to resolve the error acquired in step S308 and the operations not required to resolve the error. Specifically, regarding the operations required to resolve the error, the ratio of each change operation is calculated from among the change operations of all the setting items required to resolve the error, and the operation of changing the setting item with the highest ratio is used to resolve the error. Generate as information for The reason why the ratio is set to the top is to extract the change operation with high execution frequency. The number of high-order items to be generated as information for error resolution may be arbitrarily determined in consideration of the display area of the display unit 24 and the like. For example, assuming that there are 100 operations for changing all the setting items necessary to resolve the acquired error, there are 64 operations for changing the setting item "device status/setting item name: power/setting change: off→on". If so, the percentage of the change operations is 64%. The error resolution information generated for the operation required to resolve the error is, for example, "setting type: device status/setting item name: power/setting change: off→on/operation rate: 64%". . Operations that were not necessary for error resolution may also be processed in the same way to generate information for error resolution.

In step S<b>312 , an inquiry result indicating that there is the same error, including information for error resolution generated in step S<b>310 , is returned to the information processing apparatus 10 .

Next, the operation of the information processing system 100 according to the present embodiment will be described with reference to the sequence diagram of FIG. 15 for exchanging information between each device. FIG. 15 shows an example in which an error occurs when an attempt is made to change the settings of the business server 12 from the software of the information processing device 10 .

In step S<b>11 , the information processing device 10 transmits a setting change by the API of the software control unit 20 to the business server 12 . The business server 12 executes the setting change, but an error occurs.

In step S12, the business server 12 notifies the information processing device 10 of the occurrence of an error.

In step S<b>13 , the information processing device 10 transmits an error resolution information acquisition request to the integrated management server 14 .

In step S14, the integrated management server 14 executes processing by the error processing unit 33 based on the received error resolution information acquisition request.

In step S<b>15 , the integrated management server 14 returns to the information processing device 10 the inquiry result obtained as a result of the processing by the error processing unit 33 . If there is the same error, return the result of inquiry that the same error exists, including information for error resolution, and if there is no same error, return the same inquiry result that there is no error.

In step S16, the information processing apparatus 10 determines whether or not the same error exists in the inquiry result. If the same error exists, the process proceeds to step S17, and if the same error does not exist, the process proceeds to step S18. .

In step S<b>17 , the information processing apparatus 10 displays information for error resolution on the display unit 24 .

In step S<b>18 , the information processing device 10 executes processing by the error detection unit 22 . The settings of the business server 12 are appropriately changed by the processing of the error detection unit 22, and when the error is resolved, the process proceeds to step S19.

In step S19, the business server 12 notifies the information processing apparatus 10 of error resolution.

In step S<b>20 , the information processing device 10 transmits the type of error and the comparison result of the setting items to the integrated management server 14 .

In step S<b>21 , the integrated management server 14 executes processing by the error resolution recording unit 32 .

As described above, according to the information processing system according to the present embodiment, the information processing apparatus 10 detects an error in software operation, and sets the setting items when the error is detected and the setting items when the error is resolved. compare. The information processing device 10 transmits the type of error and the comparison result of the setting items to the integrated management server 14 . Therefore, it is possible to exhaustively collect and provide information for resolving the error.

Here, the operation of the error detection section 22 when one error occurs and another error occurs in parallel while the error detection section 22 is executing the process for the one error will be described. For example, assume that the first error occurs when the settings of the business server 12 are changed. The error detection unit 22 creates an error record table 16A corresponding to the first error in the history storage unit 23. FIG. FIG. 16 shows an example of the error record table 16A of the history storage unit 23. As shown in FIG. In addition, in FIG. 16, setting items are described in a simplified manner.

Next, it is assumed that the software control unit 20 performs an operation (for example, changing the operation mode, turning off the power of the business server 12, etc.) aimed at resolving the error. Assume here that another second error occurs due to the operation of turning off the power of the business server 12 . At this time, the error detection unit 22 creates an error record table 17B corresponding to the second error in the history storage unit 23, separate from the error record table 16A corresponding to the first error. FIG. 17 shows an example of the error record table 16A and the error record table 17B of the history storage unit 23. As shown in FIG.

In this manner, the error detection unit 22 divides the tables on the history storage unit 23 for the first error and the second error, and manages each error individually. In a state where two errors have occurred, the same operation history is recorded in both error record tables until one of the errors is resolved. When the first error is resolved by a predetermined operation, the error detection unit 22 compares the setting items when the first error is detected with the setting items when the first error is resolved. Then, the comparison result for the first error is sent to the integrated management server 14 . If the error continues for the second case, the error detection unit 22 continues monitoring for the second case. Then, when the second error is resolved, the error detection unit 22 compares the setting items when the second error was detected and the setting items when the second error was resolved, and compares the setting items when the second error is resolved. and send the comparison result of the error to the integrated management server 14 .

As described above, when a plurality of errors occur in parallel, by collecting information for error resolution for each type of error, errors can be properly distinguished and information for error resolution can be collected.

Moreover, the following can be mentioned as an advantage by the method of embodiment of this invention.

For example, conventionally, a log is acquired and the log is compared between when an error occurs and when no error occurs, thereby providing an error resolution means. In addition, since logs are collected regardless of whether or not an error occurs, there is a problem that the amount of log data is large and the amount of network traffic is also large. On the other hand, the embodiment of the present invention is realized by a method of recording setting items that have changed from the occurrence of an error to the resolution of the error. Since limited information is collected only when an error occurs, there is an advantage that the amount of data and network traffic is small.

Further, in the embodiment of the present invention, since the operation ratio is displayed as information for error resolution provided to the user, the user can understand the priority of necessary operations. Furthermore, since the current setting items are also displayed, it is possible to determine whether the operation is necessary or whether the user has already performed the operation.

The following additional remarks are disclosed regarding the above embodiments.

(Appendix 1)
Stores history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and a history of the setting items changed until the error is resolved. a storage unit for
comparing the setting item stored in the storage unit at the time of detection of the error with the setting item changed until the error is resolved to obtain a comparison result; a control unit that outputs to the information management device;
Information processing equipment including.

(Appendix 2)
wherein, in the comparison, the setting item changed from when the error is detected to when the error is resolved is set as a setting item necessary for error resolution;
In the process until the error is resolved, there is a history of changes from when the error was detected, and when the error is resolved, the setting items that are the same as when the error is detected are set to settings that were not necessary for the error resolution. The information processing apparatus according to appendix 1, wherein the comparison result is output as an item.

(Appendix 3)
The control unit acquires the information for error resolution when the information for error resolution regarding the type of the error can be obtained from the error information management device when the error is detected,
2. The information processing apparatus according to appendix 1 or appendix 2, further including a display unit that displays information for error resolution.

(Appendix 4)
When the error is detected, the control unit stores, as information for error resolution with respect to the type of error, setting items necessary for resolution of the error and setting items not required for resolution of the error. 3. The information processing apparatus according to appendix 3, wherein the setting items are acquired from the error information management apparatus, and the display unit displays the setting items necessary for resolving the error and the setting items not required for resolving the error.

(Appendix 5)
When one or more second errors are detected after the first error is detected, the storage unit stores the settings changed from the detection of the first error to the resolution of the first error. storing in the storage unit history information including a history of items and a history of the setting items changed from the detection of the second error to the resolution of the second error;
The control unit compares the setting item when the first error is detected with the setting item until the first error is resolved, and outputs a comparison result for the first error. any one of appendices 1 to 4, wherein the setting item at the time of detection of the second error is compared with the setting item until the time at which the second error is resolved, and output as a comparison result for the second error; The information processing device described.

(Appendix 6)
Stores history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and a history of the setting items changed until the error is resolved. a storage unit for
comparing the setting item stored in the storage unit when the error is detected and the setting item changed until the error is resolved to obtain a comparison result; an information processing device including a control unit that outputs;
an error information management device that accumulates the error type and the comparison result output from the information processing device in a storage device and manages the error information;
Information processing system including;

(Appendix 7)
wherein, in the comparison, the setting item changed from when the error is detected to when the error is resolved is set as a setting item necessary for error resolution;
In the process until the error is resolved, there is a history of changes from when the error was detected, and when the error is resolved, the setting items that are the same as when the error is detected are set to settings that were not necessary for the error resolution. The information processing system according to appendix 6, wherein the comparison result is output as an item.

(Appendix 8)
The control unit acquires the information for error resolution when the information for error resolution regarding the type of the error can be obtained from the error information management device when the error is detected,
8. The information processing system according to appendix 6 or appendix 7, further including a display unit that displays information for error resolution.

(Appendix 9)
When the error is detected, the control unit stores, as information for error resolution with respect to the type of error, setting items necessary for resolution of the error and setting items not required for resolution of the error. 8. The information processing system according to appendix 8, wherein the setting items are acquired from the error information management device, and the display unit displays the setting items necessary for resolving the error and the setting items not required for resolving the error.

(Appendix 10)
When one or more second errors are detected after the first error is detected, the storage unit stores the settings changed from the detection of the first error to the resolution of the first error. storing in the storage unit history information including a history of items and a history of the setting items changed from the detection of the second error to the resolution of the second error;
The control unit compares the setting item when the first error is detected with the setting item until the first error is resolved, and outputs a comparison result for the first error. any one of appendices 6 to 9, wherein the setting item at the time of detection of the second error is compared with the setting item until the time at which the second error is resolved, and output as a comparison result for the second error; Information processing system as described.

(Appendix 11)
Stores history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and a history of the setting items changed until the error is resolved. a storage unit for
comparing the setting item stored in the storage unit at the time of detection of the error with the setting item changed until the error is resolved to obtain a comparison result; output to the information management device,
An information processing program for causing a computer to execute processing including

(Appendix 12)
In the comparison, the setting items changed from when the error is detected to when the error is resolved are set as the setting items required to resolve the error;
In the process until the error is resolved, there is a history of changes from when the error was detected, and when the error is resolved, the setting items that are the same as when the error is detected are set to settings that were not necessary for the error resolution. 12. The information processing program according to appendix 11, wherein the comparison result is output as an item.

(Appendix 13)
obtaining information for resolving the error if information for resolving the error can be acquired from the error information management device when the error is detected;
13. The information processing program according to appendix 11 or appendix 12, further including a display unit that displays information for error resolution.

(Appendix 14)
When the error is detected, the error information management device transmits, as information for the error resolution regarding the type of the error, a setting item necessary for resolution of the error and a setting item not required for resolution of the error. 14. The information processing program according to appendix 13, wherein the display unit displays the setting items necessary for solving the error and the setting items not necessary for solving the error.

(Appendix 15)
When one or more second errors are detected after the first error is detected, the storage unit stores the settings changed from the detection of the first error to the resolution of the first error. storing in the storage unit history information including a history of items and a history of the setting items changed from the detection of the second error to the resolution of the second error;
The setting item at the time of detection of the first error is compared with the setting item until the time at which the first error is resolved, and output as a comparison result for the first error, and a comparison result for the second error is output. 15. The information processing program according to any one of appendices 11 to 14, wherein the setting item at the time of detection is compared with the setting item until the second error is resolved, and output as a comparison result for the second error. .

5 network 10 information processing device 12 business server 14 integrated management server 20 software control unit 21 communication unit 22 error detection unit 23 history storage unit 24 display unit 31 communication unit 32 error resolution recording unit 33 error processing unit 51, 81 CPU
52, 82 memories 53, 83 storage units 59, 89 recording medium 60 control program 90 management program

Claims (7)

Stores history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and a history of the setting items changed until the error is resolved. a storage unit for
comparing the setting item stored in the storage unit at the time of detection of the error with the setting item changed until the error is resolved to obtain a comparison result; a control unit that outputs to the information management device;
Information processing equipment including. wherein, in the comparison, the setting item changed from when the error is detected to when the error is resolved is set as a setting item necessary for error resolution;
In the process until the error is resolved, there is a history of changes from when the error was detected, and when the error is resolved, the setting items that are the same as when the error is detected are set to settings that were not necessary for the error resolution. 2. The information processing apparatus according to claim 1, wherein said comparison result is output as an item. The control unit acquires the information for error resolution when the information for error resolution regarding the type of the error can be obtained from the error information management device when the error is detected,
3. The information processing apparatus according to claim 1, further comprising a display unit for displaying information for error resolution. When the error is detected, the control unit stores, as information for error resolution with respect to the type of error, setting items necessary for resolution of the error and setting items not required for resolution of the error. 4. The information processing apparatus according to claim 3, wherein the setting items are acquired from an error information management apparatus, and the display unit displays setting items necessary for resolving the error and setting items not required for resolving the error. When one or more second errors are detected after the first error is detected, the storage unit stores the settings changed from the detection of the first error to the resolution of the first error. storing in the storage unit history information including a history of items and a history of the setting items changed from the detection of the second error to the resolution of the second error;
The control unit compares the setting item when the first error is detected with the setting item until the first error is resolved, and outputs a comparison result for the first error. The setting item at the time of detection of the second error is compared with the setting item until the time at which the second error is resolved, and output as a comparison result for the second error. The information processing apparatus according to any one of items 1 and 2. Stores history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and a history of the setting items changed until the error is resolved. a storage unit for
comparing the setting item stored in the storage unit when the error is detected and the setting item changed until the error is resolved to obtain a comparison result; an information processing device including a control unit that outputs;
an error information management device that accumulates the error type and the comparison result output from the information processing device in a storage device and manages the error information;
Information processing system including; Storing history information including types of errors detected in software operations, setting items related to the operation of the software when the error is detected, and history of the setting items changed until the error is resolved stored in the department,
comparing the setting item stored in the storage unit at the time of detection of the error with the changed contents of the setting item changed until the error is resolved, obtaining a comparison result, and determining the type of the error and the comparison; output the result to the error information management device,
An information processing program for causing a computer to execute processing including

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