JPH11328254A - Electronic ticket management method, system therefor and storage medium storing electronic ticket management program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To prevent already stored information from being stored again on an electronic ticket reception processing side by dismissing the data in the case that electronic ticket candidate data are already stored in a registered data storage means. SOLUTION: A WWW browser 1 for performing electronic ticket preparation processing is provided with an electronic ticket preparation part 10 and generates electronic ticket candidate data 30. As the information for management, a user ID and the preparation start time are stored in the electronic ticket candidate data 30. A WWW server 2 for performing electronic ticket reception processing receives the electronic ticket candidate data 30 from the browser 1 and obtains the user ID and the preparation start time in them. In the case that the record of the same user ID and preparation start time is already present in a registered data file 40, the server 2 does not store the electronic ticket candidate data 30 in the file 40 and cancels them.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an electronic ticket management method and system, and a storage medium storing an electronic ticket management program, and more particularly, to an electronic ticket in an operation method for exchanging information between a help desk and an end user. The present invention relates to an electronic ticket management method and system for an electronic ticket management protocol between a receiving process and an electronic ticket creation process, and a storage medium storing an electronic ticket management program.

[0002]

2. Description of the Related Art In a conventional management method between an electronic ticket receiving process and an electronic ticket creating process, information is temporarily stored in a side performing the electronic ticket creating process, and the information is transferred from the side performing the electronic ticket creating process to the electronic ticket creating process. In response to the request, the electronic ticket receiving processing side takes a processing form of storing the information, and until the operation of deleting the information such as, for example, terminating the application is performed, the information is stored in the electronic ticket creating side. May be kept in the temporary storage location.

[0003]

However, in the above operation, when the information is held until the deletion operation of the information is completed, the electronic ticket receiving process is already performed by the electronic ticket creating process. If the request from the electronic ticket creation processing side is re-executed even though the information is already stored in the file on the side, the information may be stored again in the registered data file on the electronic ticket reception processing side is there. In this case, double registration of information, that is, two electronic tickets are created. That is, the person in charge of the electronic ticket creation processing side (for example,
Although the end user) intends to create one electronic ticket, the system has created two electronic tickets in the registered data file,
A person in charge (for example, a help desk) who accesses the registered data file and performs the process sees the two electronic tickets, causing a shift in consciousness between the persons in charge.

[0004] Hereinafter, problems that occur during operation will be described using specific examples. When managing information using an electronic ticket, usually, a plurality of people share and read and write the electronic ticket. For example, when an end user requests a help desk to report that a trouble has occurred on a device or the like used by the end user, the end user creates electronic ticket candidate data (enters the trouble occurrence status, etc.) and registers it in the system. Then, it is conceivable that the help desk adds necessary information to the electronic ticket (enters the cause of the trouble and measures to be taken) or the like.

In this case, once the end user registers the electronic ticket in the system, the end user must not modify the electronic ticket. That is, the help desk may have started to add to the electronic ticket immediately after registration, and if the end user modifies the electronic ticket after the addition, the end user and the help desk may lose consciousness. Can occur.

In the above conventional method, the side (end user) performing the electronic ticket creation processing corrects the electronic ticket candidate data once created and recognizes that the overwriting has been requested. The executing side (help desk) recognizes that two different electronic ticket candidate data have been received. This causes a difference in consciousness between the side performing the electronic ticket creation processing and the side performing the electronic ticket receiving processing. Examples of this shift in consciousness include a case where the help desk accepts a trouble ticket and mistakenly recognizes that two similar troubles have occurred (although only one has actually occurred). In the case where the help desk accepts a service order ticket, an example may be considered in which the same request is erroneously recognized as having occurred two times (even though the actually generated request is for one line).

The present invention has been made in view of the above points, and by managing who started creating information and when, the information already stored in the electronic ticket receiving processing side from the electronic ticket creation processing side is managed. Can be prevented from being generated between the electronic ticket creation processing side and the electronic ticket reception processing side caused by storing the electronic ticket again in the storage unit for storing the electronic ticket. It is an object of the present invention to provide an electronic ticket management method and system and a storage medium storing an electronic ticket management program.

[0008]

Means for Solving the Problems The present invention (claim 1) provides:
In an operation method for performing an exchange between a help desk and an end user, in an electronic ticket management method for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creation process, electronic ticket candidate data is already stored. If the electronic ticket candidate data is stored in the registered data storage unit, the electronic ticket candidate data is rejected and is not stored again in the registered data storage unit.

FIG. 1 is a diagram for explaining the principle of the present invention. According to the present invention (claim 2), the user ID of the operator and the operation start time are described in the electronic ticket candidate data (step 1) and transmitted to the help desk (step 2). Based on the user ID of the data and the operation start time, the registered data storage means is searched (step 3). If the same record exists (step 4, Yes), the electronic ticket candidate data is discarded (step 4). 5) If not present (step 4, No), register in the registered data storage means (step 6).

FIG. 2 is a diagram showing the principle of the present invention. The present invention (claim 3) relates to an operation method for exchanging between the help desk 2 and the end user 1, wherein an electronic ticket for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creation process is provided. An electronic ticket creating means 10 for creating electronic ticket candidate data on the end user side 1 in a management system;
On the help desk side 2, an electronic ticket acquiring unit 20 for acquiring electronic ticket data created by the electronic ticket creating unit, an electronic ticket storing unit 22 for storing electronic ticket data acquired by the electronic ticket acquiring unit 20, If the electronic ticket data acquired by the acquiring means 20 has already been registered in the electronic ticket storage means 22, the electronic ticket data is discarded. If not, the electronic ticket data to be registered in the electronic ticket storage means is discarded. Ticket registration determination means 21.

According to the present invention (claim 4), in the electronic ticket creation means 10, the user ID and the operation start time of the operator are described in the electronic ticket candidate data, and the electronic ticket item setting is transmitted to the electronic ticket acquisition means. The electronic ticket registration determination means 21 searches the electronic ticket storage means based on the user ID and the operation start time of the electronic ticket candidate data, and stores the electronic ticket candidate data only when there is no identical record. A registration control unit for registering in the electronic ticket storage unit is included.

[0012] The present invention (claim 5) provides an operation method for exchanging between a help desk and an end user, the method comprising the steps of:
A storage medium storing an electronic ticket management program mounted on the end user's device, the electronic medium having an electronic ticket creation process for creating electronic ticket candidate data on the end user's side.

According to the present invention (claim 6), in the electronic ticket creation process, an electronic ticket item setting process in which the user ID of the operator and the operation start time are described in the electronic ticket candidate data and transmitted to the electronic ticket acquisition means including. The present invention (claim 7) relates to an operation method for performing an exchange between a help desk and an end user, wherein the help desk side for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creation process. A storage medium storing an electronic ticket management program mounted on the device, wherein an electronic ticket acquisition process for acquiring electronic ticket data created by an end user, and an electronic ticket data acquired by the electronic ticket acquisition process If the electronic ticket data has already been registered in the storage means, the electronic ticket data is discarded. If not, the electronic ticket registration determination process registers the electronic ticket data in the electronic ticket storage means.

According to the present invention (claim 8), in the electronic ticket registration judging process, the electronic ticket storage means is searched based on the user ID of the electronic ticket candidate data and the operation start time. A registration control process for registering the electronic ticket candidate data in the electronic ticket storage means. As described above, according to the present invention, when creation of information is started on the electronic ticket creation processing side, the user ID and operation start time of the operator of the electronic ticket creation processing side are described in the information, and the electronic ticket reception processing is performed. If that information is stored multiple times on the processing side,
In the information already stored in the storage means (electronic ticket storage means) of the electronic ticket reception processing side, it is checked whether both the user ID and the operation start time are the same as those which are to be stored this time, If they are the same, it is determined that the information to be stored this time is unnecessary, and the electronic ticket reception processing side can prevent the information from being registered in the system.

That is, by describing the user ID of the end user and the operation start time in the electronic ticket candidate data, the electronic ticket candidate data can be stored in the electronic ticket storage means (file) even once. A system that keeps the electronic ticket candidate data on the creation processing side for a certain period of time (for example, information input on the screen of the WWW browser returns to the original screen by pressing the “Return” button even after transitioning to the next screen once) When I came
(Information before the transition is displayed again), it is possible to prevent the electronic ticket candidate data once stored in the registered data file from being stored even if it is stored again.

[0016]

FIG. 3 shows a system configuration of the present invention. The system shown in FIG. 1 includes a WWW browser 1 for performing an electronic ticket creation process and a WWW server 2 for performing an electronic ticket receiving process. WWW Browser 1
Has an electronic ticket creation unit 10, generates electronic ticket candidate data 30, and transfers it to the WWW server 2.

The WWW server 2 has an electronic ticket receiving unit 2
0 and a registered data file 40, and stores the electronic ticket candidate data 30 received from the WWW browser 1 in the registered data file 40. FIG. 4 shows the structure of the electronic ticket candidate data of the present invention. The electronic ticket candidate data 30 shown in the figure includes a user ID, a creation start time,
It is composed of n information groups. As an example of information described in the n information groups, a device name (for example, information 1 when an end user applies to the help desk that a trouble has occurred in a device or the like used by the end user). Description),
An error message (for example, described in information 2) can be assumed.

FIG. 5 shows the configuration of a registered data file according to the present invention. The configuration shown in the figure is a file configuration capable of storing a plurality of electronic ticket candidate data 30 of FIG. The end user uses the WWW browser 1 to open the help desk WWW
It is assumed that every time an application is made to the server 2, information is added to the electronic ticket data of the registered data file 40 line by line.

Further, the WWW server 2 of the help desk accesses the electronic ticket described in the registered data file 40, recognizes that there is an application from the end user, and transmits the information 1 and the information 2 described above. By referencing, the fact that what kind of error message has occurred in what kind of device is known. The WWW server 2 of the help desk investigates and finds the cause (for example, described in the information 3) and the coping result (for example, described in the information 4) found on the basis of the information and manages the electronic ticket.

[0020]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 6 is a flowchart of the electronic ticket management process according to one embodiment of the present invention. Step 101) The WWW browser 1 that performs the electronic ticket creation process creates electronic ticket candidate data. In an operation example, an end user applies to a help desk that a trouble has occurred in a device or the like used by the end user (for example, information 1 (described in information 1 (FIG. 4)), a user ID, and The creation start time is described in the electronic ticket candidate data. At this time, a point different from the related art is that a user ID and a creation start time are stored in electronic ticket candidate data as information for management.

Step 102) The WWW server 2 performing the electronic ticket receiving process receives the electronic ticket candidate data from the WWW browser 1, and acquires the user ID and the creation start time in the electronic ticket candidate data. Step 103) The WWW server 2 receives the electronic ticket candidate data from the WWW browser 1, and obtains the user ID and the creation start time in the electronic ticket candidate data.

Step 104) The WWW server 2 checks whether or not a record having the same user ID and the creation start time already exists in the registered data file 40. Step 105) If the electronic ticket candidate data already exists, the electronic ticket candidate data is discarded without being stored in the registered data file 40.

Step 106) If it does not exist,
The electronic ticket candidate data is stored in the registered data file 40. In an operation example, the end user has already applied for the occurrence of the trouble to the help desk, but has applied the information remaining on the screen of the WWW browser 1 to the WWW server 2 of the help index again. Therefore, in order to prevent double registration, this corresponds to the fact that the help desk does not accept the second application.

Further, since this is the first application (that is, it is not an attempt to apply to the WWW server 2 of the help desk again), the WWW server 2 of the HERK DESK accepts the application. Although the above embodiment has been described based on the configuration of FIG. 3, the present invention is not limited to this example, and the functions of the WWW browser 1 for performing the electronic ticket creation processing and the WWW server 2 for performing the electronic ticket reception processing are described. As a program, stored in a disk device of a computer used as the WWW browser 1 and the WWW server 2, or a portable storage medium such as a floppy disk or a CD-ROM, and installed when executing the present invention. The present invention can be easily implemented.

The present invention is not limited to the above embodiment, but can be variously modified and applied within the scope of the claims.

[0026]

As described above, according to the present invention, even after the electronic ticket candidate data is stored in the registered data file, the electronic ticket creation processing side keeps holding the electronic ticket candidate data for a certain period of time. In a simple system (for example, a WWW browser), it is possible to prevent double registration of information due to storing the electronic ticket candidate data once stored in the registered data file again.

[Brief description of the drawings]

FIG. 1 is a diagram for explaining the principle of the present invention.

FIG. 2 is a principle configuration diagram of the present invention.

FIG. 3 is a system configuration diagram of the present invention.

FIG. 4 is a diagram showing the structure of candidate electronic diet data according to the present invention.

FIG. 5 is an example of a registered data file of the present invention.

FIG. 6 is a flowchart of an electronic ticket management process according to an embodiment of the present invention.

[Explanation of symbols]

1. Electronic ticket creation processing side (end user), WWW
Browser 2 Electronic ticket reception processing side (help desk), WWW
Server 10 electronic ticket creating means, electronic ticket creating section 20 electronic ticket acquiring means, electronic ticket receiving section 21 electronic ticket registration determining means 22 electronic ticket storing means 30 electronic ticket candidate data 40 registered data file

Claims (8)

[Claims] 1. An electronic ticket management method for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creation process in an operation method for exchanging information between a help desk and an end user. If the candidate data is already stored in the registered data storage means, the electronic ticket candidate data is rejected and is not stored again in the registered data storage means. 2. The electronic ticket candidate data describes an operator's user ID and an operation start time, and transmits the electronic ticket candidate data to the help desk. At the help desk, the user ID of the electronic ticket candidate data and the operation 2. The electronic ticket management method according to claim 1, wherein the registered data storage unit is searched based on a start time, and the electronic ticket candidate data is registered in the registered data storage unit only when there is no identical record. 3. An electronic ticket management system for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creation process, comprising: An electronic ticket creation unit that creates electronic ticket candidate data on the end user side; an electronic ticket acquisition unit that acquires the electronic ticket data created by the electronic ticket creation unit on the help desk side; Means for storing the electronic ticket data obtained by the means; and if the electronic ticket data obtained by the electronic ticket obtaining means is already registered in the electronic ticket storage means, the electronic ticket data is stored in the electronic ticket storage means. Discard and if not registered, Electronic ticket management system and having an electronic ticket registration determination means for registering the electronic ticket storage means. 4. The electronic ticket creation means, further comprising: an electronic ticket item setting means for describing a user ID and an operation start time of an operator in the electronic ticket candidate data and transmitting the user ID and the operation start time to the electronic ticket acquisition means. The electronic ticket registration determining unit searches the electronic ticket storage unit based on the user ID and the operation start time of the electronic ticket candidate data, and stores the electronic ticket candidate data in the electronic ticket candidate only when there is no identical record. 4. The electronic ticket management system according to claim 3, further comprising registration control means for registering in the ticket storage means. 5. An operation method for performing an exchange between a help desk and an end user, wherein the method is mounted on a device on the end user side for an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creating process. A storage medium storing an electronic ticket management program, wherein the storage medium has an electronic ticket creation process for creating electronic ticket candidate data on the end user side. 6. The electronic ticket creation process includes an electronic ticket item setting process in which an operator's user ID and an operation start time are described in the electronic ticket candidate data and transmitted to the electronic ticket acquisition unit. A storage medium storing the electronic ticket management program according to item 5. 7. An operation method for exchanging information between a help desk and an end user, wherein the help desk is provided with an electronic ticket management protocol between an electronic ticket receiving process and an electronic ticket creating process. A storage medium storing an electronic ticket management program to be executed, the electronic ticket acquisition process for acquiring the electronic ticket data created by the end user; and the electronic ticket data acquired in the electronic ticket acquisition process is an electronic ticket. An electronic ticket registration judging process for discarding the electronic ticket data when the electronic ticket data is already registered in the storage means, and for registering the electronic ticket data in the electronic ticket storage means when the electronic ticket data is not registered. A storage medium storing a ticket management program. 8. The electronic ticket registration judging process searches the electronic ticket storage means based on the user ID and the operation start time of the electronic ticket candidate data. 8. A storage medium storing an electronic ticket management program according to claim 7, including a registration control process for registering ticket candidate data in said electronic ticket storage means.