WO2015137481A1 - Information providing device, information providing system, information providing method, and program - Google Patents

Abstract

The present invention contributes to easy and adequate sharing of information. This information providing device is equipped with: an information providing device communication unit that communicates with one or more terminals via a network; a failure information acquisition unit that acquires, from a first terminal, at least any type of information among character information, image information, and audio information pertaining to a failure of a specific device as failure information; a screen management unit that generates an information providing screen for displaying the failure information and provides the information providing screen to the first terminal and/or a second terminal; a first identification information acquisition unit that acquires information for identifying the user of the specific device and/or information for identifying the subject matter of the failure as first identification information; a second identification information determining unit that determines, on the basis of the first identification information, second identification information for enabling browsing of the information providing screen; and a notification unit that notifies the first terminal and/or the second terminal of the second identification information.

Description

Information providing apparatus, information providing system, information providing method, and program

[Description of related applications]
The present invention is based on a Japanese patent application: Japanese Patent Application No. 2014-052056 (filed on Mar. 14, 2014), and the entire description of the application is incorporated herein by reference.
The present invention relates to an information providing apparatus, an information providing system, an information providing method, and a program.

When a failure occurs in a device or system, the user of the device or the system often requests a failure recovery by telephone contact with the device provider. At that time, it is preferable that the user who requests the failure recovery conveys the state of the device in which the failure has occurred in detail and accurately. Hereinafter, a user who requests failure recovery is referred to as a service requester.

However, the state of the device in which the failure has occurred is not accurately transmitted, and the recognition of the service requester may be different from the recognition of the service provider that accepts the failure recovery request (hereinafter referred to as the service provider). . For this reason, it is desirable that the service requester and the service provider share information related to the failure (hereinafter referred to as failure information).

Here, Patent Document 1 discloses a technology that enables input and output of information between a customer and a service station via the Internet. Specifically, the technology disclosed in Patent Document 1 enables input and output of information such as customer information, customer vehicle information, and inspection information at both the customer and the service station.

Further, Patent Document 2 discloses a technique in which a system user and a service provider negotiate use of a service via the Internet. Specifically, the technique disclosed in Patent Document 2 introduces a service provider in response to a request from a system user via the Internet.

JP 2010-113697 A JP 2003-036369 A

It should be noted that the disclosure of the above prior art document is incorporated herein by reference. The following analysis has been made from the viewpoint of the present invention.

As mentioned above, when a failure occurs in a device, system, etc., it is desirable that the service requester and the service provider share the failure information. In addition, it is desirable that the service requester can easily confirm the reported failure information after the failure recovery request.

Here, in the technique disclosed in Patent Document 1, information is input / output via a vehicle number. Here, the vehicle number is a number uniquely assigned to each vehicle. Therefore, in the technique disclosed in Patent Document 1, it is possible to identify a web page that provides a service based on the vehicle number.

However, when two or more types of devices and systems are mixed, a unique number or the like may not be assigned to each device or system. For example, even when an identification number is assigned to each device, the identification number may collide with an identification number of a different type of device. Here, Patent Document 1 does not disclose a method of identifying a web page that provides a service when two or more types of devices and systems coexist.

In the technique disclosed in Patent Document 2, a web page is assigned for each login ID of a system user. However, in failure recovery of devices, systems, etc., it may be preferable to manage failure information for each device, system. With the technique disclosed in Patent Document 2, failure information cannot be managed for each device or system in the failure recovery of the device or system.

Therefore, an object of the present invention is to provide an information providing apparatus, an information providing system, an information providing method, and a program that contribute to sharing information easily and appropriately.

According to the first aspect, an information providing device communication unit that communicates with one or more terminals via a network, and at least one of character information, image information, and voice information related to a failure of a predetermined device As the information, a failure information acquisition unit acquired from the first terminal and an information provision screen for displaying the failure information are generated, and at least the first terminal or the second terminal different from the first terminal Any one of a screen management unit that provides the information providing screen, information that specifies a user of the predetermined device, and information that specifies a failure case is acquired as first identification information. An identification information acquisition unit, a second identification information determination unit that determines the second identification information that enables browsing of the information providing screen based on the first identification information, and the first terminal Or before To at least one of the second terminal, and a notification unit that notifies the second identification information, the information providing apparatus comprising a are provided.

According to a second aspect, an information providing apparatus that provides information to one or more terminals,
An information providing system that manages information provided by the information providing apparatus and includes an information management apparatus that communicates with the information providing apparatus,
The information providing apparatus uses the information providing apparatus communication unit that communicates with the terminal via a network, and at least one of character information, image information, and voice information related to a failure of a predetermined device as the failure information. A failure information acquisition unit acquired from a terminal and an information provision screen for displaying the failure information are generated, and the information is provided to at least one of the first terminal or the second terminal different from the first terminal. A screen management unit that provides a provision screen; a first identification information acquisition unit that acquires, as first identification information, at least one of information that identifies a user of the predetermined device or information that identifies a failure case; , Enabling the browsing of the information providing screen, and determining second identification information based on the first identification information, a second identification information determination unit, and the first terminal or the second terminal Terminal At least one, and a notification unit that notifies the second identification information,
The information management device includes a failure information storage unit that stores the failure information, and an information management device control unit that extracts the failure information from the failure information storage unit in response to a request from the information providing device. An information providing system is provided.

According to the third aspect, at least one of character information, image information, and voice information related to a communication step of communicating with one or more terminals via a network and a failure of a predetermined device as failure information, A failure information acquisition step acquired from the first terminal and an information provision screen for displaying the failure information are generated, and at least one of the first terminal or the second terminal different from the first terminal First identification information for acquiring at least one of a screen management process for providing the information provision screen, information for identifying a user of the predetermined device, and information for identifying a trouble case as first identification information An acquisition step; a second identification information determination step for determining second identification information based on the first identification information, enabling the browsing of the information providing screen; and the first terminal, or First Of at least one of the terminals, the information providing method comprising a notification step of notifying the second identification information is provided.
Note that this method is linked to a specific machine called an information providing apparatus that provides information to one or more terminals.

According to the fourth aspect, at least one of character information, image information, and voice information related to a communication process that communicates with one or more terminals via a network and a failure of a predetermined device is used as failure information. A failure information acquisition process acquired from the first terminal and an information provision screen for displaying the failure information are generated, and at least one of the first terminal or the second terminal different from the first terminal First identification information for acquiring, as first identification information, at least one of screen management processing for providing the information provision screen, information for identifying a user of the predetermined device, and information for identifying a failure case An acquisition process; a second identification information determination process for determining second identification information based on the first identification information, enabling the browsing of the information providing screen; and the first terminal, or First Of at least one of the terminals, a program to be executed by a computer for controlling the notification process and the information providing apparatus to notify the second identification information is provided.
The program can be recorded on a computer-readable storage medium. The storage medium may be non-transient such as a semiconductor memory, a hard disk, a magnetic recording medium, an optical recording medium, or the like. The present invention can also be embodied as a computer program product.

Depending on each viewpoint, an information providing apparatus, an information providing system, an information providing method, and a program that contribute to sharing information easily and appropriately are provided.

It is a figure for demonstrating the outline | summary of one Embodiment. It is a block diagram which shows an example of the whole structure of the information provision system 1 which concerns on 1st Embodiment. 3 is a block diagram illustrating an example of an internal configuration of an information providing apparatus 2. FIG. 3 is a block diagram illustrating an example of an internal configuration of an information management device 3. FIG. It is a flowchart which shows an example of the process which acquires the address of a web page. It is a flowchart which shows an example of the process which acquires customer information and object apparatus information. It is a flowchart which shows an example of the process which displays a web page. It is a figure which shows an example of the list screen of object apparatus. It is a figure which shows an example of the input screen of failure information. It is a flowchart which shows an example of the process which acquires the information regarding a maintenance engineer's schedule, and component information. It is a flowchart which shows an example of the process which determines a desired maintenance date. It is a figure which shows an example of the list screen of a maintenance engineer's schedule. It is a figure which shows an example of component information. It is a block diagram which shows an example of the whole structure of the information provision system 1a which concerns on 2nd Embodiment. It is a flowchart which shows an example of the process which reports the content of maintenance work. It is a flowchart which shows an example of a process of the information provision system 1 which concerns on 4th Embodiment.

First, an outline of an embodiment will be described with reference to FIG. Note that the reference numerals of the drawings attached to the outline are attached to the respective elements for convenience as an example for facilitating understanding, and the description of the outline is not intended to be any limitation.

As described above, an information providing apparatus that contributes to sharing information easily and appropriately is desired.

Therefore, an information providing apparatus 100 shown in FIG. 1 is provided as an example. The information providing apparatus communication unit 101, the failure information acquisition unit 102, the screen management unit 103, the first identification information acquisition unit 104, the second identification information determination unit 105, and the notification unit 106 are provided.

The information providing device communication unit 101 communicates with one or more terminals via a network.

The failure information acquisition unit 102 acquires at least one of character information, image information, and audio information related to a failure of a predetermined device from the first terminal as failure information.

The screen management unit 103 generates an information provision screen for displaying the failure information, and provides the information provision screen to at least one of the first terminal or the second terminal different from the first terminal.

The first identification information acquisition unit 104 acquires at least one of information specifying a user of a predetermined device or information specifying a failure case as the first identification information.

The second identification information determination unit 105 determines second identification information that enables browsing of the information providing screen based on the first identification information.

The notification unit 106 notifies the second identification information to at least one of the first terminal 4 and the second terminal 5.

Here, it is assumed that the first terminal 4 is a terminal used by the user. The second terminal 5 is assumed to be a terminal used by the service provider. In that case, the failure information can be easily shared between the user and the service provider via the information providing screen. In addition, after a failure recovery request, the service requester can easily confirm the reported failure information by browsing the information provision screen.

Also, as described above, the information providing apparatus 100 acquires at least one of character information, image information, and audio information as failure information, and presents the failure information on the information providing screen. As a result, the service provider can easily grasp in detail the state of the device in which the failure has occurred.

Also, for example, the information provision screen is a web page, and the second identification information is the web page address. In this case, the information providing apparatus 100 determines the address of the web page based on at least one of information that specifies a user of a device in which a failure has occurred and information that specifies a failure case. That is, the information providing apparatus 100 can appropriately determine the address of the web page based on different conditions depending on the situation. Therefore, the information providing apparatus 100 contributes to sharing information easily and appropriately.

[First Embodiment]
The first embodiment will be described in more detail with reference to the drawings. In the following description, an information processing apparatus used by a maintenance service contractor (including a user of a maintenance target device) is referred to as a first terminal. An information processing apparatus used by a maintenance service provider (including a maintenance engineer) is referred to as a second terminal. In the following description, the contractor of the maintenance service is called a customer. In the following, the service provision request includes a maintenance service for handling a failure. In the following, a web page will be described as an example of the information providing screen. However, in the information providing system according to the present embodiment, the format of the information providing screen is not limited to the web page.

FIG. 2 is a block diagram showing an example of the overall configuration of the information providing system 1 according to the present embodiment. The information providing system 1 includes an information providing device 2, an information management device 3, one or more first terminals 4, and one or two or more second terminals 5. Note that FIG. 2 is not intended to limit the configuration of the information providing system 1 to the configuration shown in FIG.

The information providing device 2, the information management device 3, the first terminal 4, and the second terminal 5 are connected via the network 6, respectively. Here, the network 6 includes the Internet, a LAN (Local Area Network), and the like. There are various types of networks, but the details are not limited.

The information providing device 2 provides an information providing screen regarding failure information. The information providing screen may be a web page dedicated to the customer. Further, the information provision screen may be a web page for each failure case.

In addition, the information providing apparatus 2 acquires the failure information input on the information providing screen. And the information provision apparatus 2 determines the corresponding maintenance engineer according to the acquired failure information. And the information provision apparatus 2 specifies the 2nd terminal 5 which the determined maintenance engineer uses. Then, the information providing apparatus 2 notifies the specified second terminal 5 of the dispatch request.

The information management device 3 manages information related to maintenance target devices. Furthermore, the information management device 3 manages information related to the maintenance engineer's schedule. When the information management apparatus 3 receives an inquiry request from the information providing apparatus 2 regarding the information on the maintenance target device and the information on the maintenance engineer's schedule, the information management apparatus 3 refers to the database held by the information management apparatus 3 and displays the inquired information. Send back.

As described above, the first terminal 4 is an information processing apparatus used by a customer. And the 1st terminal 4 can access the information provision screen (a web page is included) which the information provision apparatus 2 provides using exclusive user ID (Identification) and a password. The customer accesses the information provision screen and inputs failure information of the maintenance target device with which he / she has contracted. And the information provision apparatus 2 receives the information input into the information provision screen.

The first terminal 4 may be a mobile phone, a PHS (Personal Handyphone System), or a smartphone connected to the network 6 via a mobile phone communication network or the like. The first terminal 4 may be a personal computer (PC) or a tablet terminal connected to the network 6.

As described above, the second terminal 5 is an information processing apparatus used by a maintenance service provider or the like. The second terminal 5 can access an information providing screen (including a web page) provided by the information providing apparatus 2 using a dedicated user ID and password. Here, it is a matter of course that the maintenance service provider or the like accesses the information provision screen using the user ID and password, which are different from the customer user ID and password.

The second terminal 5 may be a mobile phone, a PHS (Personal Handyphone System), or a smartphone connected to the network 6 via a mobile phone communication network or the like. The first terminal 4 may be a personal computer (PC) connected to the network 6, a tablet terminal, or the like.

First, the internal configuration of the information providing apparatus 2 will be described in detail.

FIG. 3 is a block diagram illustrating an example of the internal configuration of the information providing apparatus 2. The information providing apparatus 2 includes an information providing apparatus communication unit 201, a screen data storage unit 202, a screen identification information storage unit 203, a maintenance target information acquisition unit 204, a failure information acquisition unit 205, a screen management unit 207, A first identification information acquisition unit 206, a second identification information determination unit 208, a schedule management unit 209, and a notification unit 210 are configured. For simplicity, FIG. 3 mainly describes modules related to the information providing apparatus 2 according to the present embodiment.

Each module shown in FIG. 3 may be realized by a computer program that causes a computer mounted on the information providing apparatus 2 to execute processing of the information providing apparatus 2 using its hardware.

Hereinafter, each module shown in FIG. 3 will be described in detail.

The information providing apparatus communication unit 201 communicates with one or more terminals via a network. Specifically, the information providing device communication unit 201 communicates with one or more first terminals 4 and one or more second terminals 5 via a network. For example, the information providing apparatus 2 may communicate with the first terminal 4 and the second terminal 5 via the Internet. In that case, the information providing apparatus 2 may present the information providing screen as a web page.

The screen data storage unit 202 stores one or more information providing screen data. Here, the information provision screen data means data displayed on the information provision screen. The information provision screen data includes target device information, failure information corresponding to the target device, and the like.

The screen identification information storage unit 203 stores the first identification information and the second identification information in association with each other. The first identification information is information including at least one of information for specifying a user of a predetermined device and information for specifying a failure case. Hereinafter, in the description of the present embodiment, the predetermined device means a maintenance target device.

The second identification information is information that enables browsing of an information providing screen that displays failure information. For example, when the information providing screen is a web page, the second identification information is preferably an address of the web page. The address of the web page means the URI (Uniform Resource Identifier) of the web page, and includes the URL (Uniform Resource Locator) of the web page.

For example, the screen identification information storage unit 203 may store table data in which the first identification information is associated with the second identification information. There are various types of data stored in the screen identification information storage unit 203, but the details are not limited.

The maintenance target information acquisition unit 204 acquires target device information from the information management apparatus 3. Specifically, the maintenance target information acquisition unit 204 transmits a signal requesting target device information from the information management device 3. When the information management device 3 receives a signal requesting target device information, the information management device 3 refers to a database storing the target device information and returns the target device information to the information providing device 2.

Here, the target device information includes information for identifying the maintenance target device, information on parts of the maintenance target device, and the like. The information for identifying the maintenance target device includes information such as the name and model number of the maintenance target device. Further, the information related to the parts of the maintenance target device includes information related to the name, model number, and stock status of the parts that constitute the maintenance target device.

The failure information acquisition unit 205 acquires from the first terminal 4 at least one of character information, image information, and audio information related to a failure of a predetermined device as failure information.

For example, when the information providing screen is a web page, the information providing apparatus 2 may provide an information providing screen on which failure information can be input. In that case, the customer accesses a web page (that is, an information providing screen) for inputting failure information. And a customer may input the information regarding the failure of a maintenance object apparatus into the accessed web page. Then, the failure information acquisition unit 205 may acquire the input information as failure information.

Alternatively, a call center operator who receives a failure report may input the failure information on a web page for entering failure information based on the contents of the telephone response with the customer who has reported the failure.

Here, when a customer and / or a call center operator or the like expresses the status of the maintenance target device in text, the maintenance technician may not be accurately notified of the status of the maintenance target device. Therefore, for example, when an error screen in which a failure has occurred is captured and the captured image is used to input the information on the information providing screen, the customer can accurately inform the maintenance engineer of the status of the maintenance target device. Further, the call center operator who receives the failure report may record a telephone response with the customer, and input the recorded voice as failure information on the information providing screen.

Therefore, the information providing apparatus 2 can acquire information useful for maintenance work as failure information by acquiring failure information in at least one of text information, image information, and audio information.

The screen management unit 207 generates an information provision screen corresponding to a user of a predetermined device or a failure case. For example, the screen management unit 207 may generate a web page that presents failure information as an information provision screen.

Then, the screen management unit 207 provides an information provision screen to at least one of the first terminal 4 and the second terminal 5. Specifically, the screen management unit 207 collates the user ID and password for accessing the information providing screen. When the screen management unit 207 determines that an appropriate user ID and password have been input, the information management screen data (hereinafter referred to as information provision screen data) is input to the terminal that has input the user ID and password. Send.

The first identification information acquisition unit 206 acquires at least one of information specifying a user of a predetermined device and information specifying a failure case as the first identification information.

For example, when the screen management unit 207 generates an information provision screen for each customer, the first identification information is preferably information that identifies each user of the maintenance target device. Specifically, the first identification information may be a user ID that identifies each user of the maintenance target device.

In addition, when the screen management unit 207 generates an information provision screen for each failure case, the first identification information is preferably a number assigned for each failure report of the maintenance target device. In this case, the information providing apparatus 2 may generate a unique number as the first identification information and transmit it to the first terminal 4 for each report of the failure of the maintenance target device.

When the information providing apparatus 2 includes an electronic mail means (not shown), the first identification information acquisition unit 206 performs the first identification from the service provision request electronic mail transmitted from the first terminal 4 or the like. Information may be extracted. Specifically, the first identification information acquisition unit 206 may extract a user ID or the like from the service provision request e-mail.

In addition, when the information providing apparatus 2 includes a calling unit (not shown), the first identification information acquisition unit 206 receives the first information from the service providing request voice signal transmitted from the first terminal 4 or the like. Identification information may be extracted. Specifically, the first identification information acquisition unit 206 may extract a user ID or the like from the audio signal of the service provision request.

Here, first, the case where the second identification information is registered will be described.

The second identification information determination unit 208 determines the second identification information that enables browsing of the information providing screen displaying the failure information based on the first identification information. Then, the second identification information determination unit 208 associates the first identification information with the determined second identification information, and stores them in the screen identification information storage unit 203.

Next, the case where information provision screen data is acquired will be described.

The second identification information determination unit 208 acquires the second identification information from the screen identification information storage unit 203 using the first identification information as a key. Then, the screen management unit 207 extracts the information providing screen data from the screen data storage unit 202 according to the second identification information acquired by the second identification information determination unit 208.

When the screen management unit 207 generates an information provision screen for each failure case, the second identification information determination unit 208 determines different second identification information for each failure case. For example, when the information providing screen is a web page, the second identification information determination unit 208 determines an address of a web page that is different for each failure case as the second identification information.

Further, the screen management unit 207 may generate two or more information providing screens in advance. Then, the screen management unit 207 may assign an information provision screen generated in advance according to the content of the trouble case. For example, when the information provision screen is a web page, the second identification information determination unit 208 may select a web web page from two or more web pages generated in advance according to the content of the trouble case. . And the 2nd identification information determination part 208 may determine the address of the said web page as 2nd identification information.

The schedule management unit 209 manages the schedule of the maintenance engineer. Specifically, the schedule management unit 209 refers to the engineer information storage unit 303 of the information management apparatus 3 and acquires information related to the schedule of the maintenance engineer that can handle the target failure case. Then, the schedule management unit 209 determines a maintenance possible date and a desired date.

More specifically, the schedule management unit 209 determines a maintenance possible date based on the acquired maintenance engineer schedule. Then, the schedule management unit 209 transmits the maintenance available date to the first terminal 4. The user (customer) of the first terminal 4 selects a desired maintenance date from one or more maintenance possible dates transmitted to the first terminal 4. The first terminal 4 returns the desired maintenance date to the information providing device 2. The schedule management unit 209 determines the received desired maintenance date.

Note that the schedule management unit 209 may transmit and receive information of the first terminal 4 via a web page. That is, the schedule management unit 209 may display the maintenance available date on the web page corresponding to the information providing screen. The schedule management unit 209 may select a desired maintenance date on the web page, and may determine the desired maintenance date based on the selection on the web page.

The notification unit 210 notifies the second identification information to at least one of the first terminal 4 or the second terminal 5 different from the first terminal 4. For example, when the screen management unit 207 generates a web page as the information provision screen, the notification unit 210 notifies the address of the web page to at least one of the first terminal 4 and the second terminal 5. .

When the information providing apparatus 2 includes an e-mail means (not shown), the notification unit 210 may notify the second identification information to the notification target terminal using the e-mail.

In addition, when the information providing apparatus 2 includes a calling unit (not shown), the notification unit 210 may make a call to a notification target terminal using the calling unit. Here, the audio signal transmitted from the notification unit 210 may be an audio signal corresponding to an information providing screen and prompting the user to browse a web page. Furthermore, the notification unit 210 may generate an audio signal that notifies information input on the information providing screen. And the notification part 210 may transmit the produced | generated audio | voice signal to the terminal of notification object using a telephone call means.

Next, the internal configuration of the information management apparatus 3 will be described in detail.

FIG. 4 is a block diagram illustrating an example of the internal configuration of the information management apparatus 3. The information management device 3 includes an information management device communication unit 301, a customer information storage unit 302, a technician information storage unit 303, a device information storage unit 304, a failure information storage unit 305, a parts information storage unit 306, And an information management device control unit 307. For simplicity, FIG. 4 mainly describes modules related to the information management apparatus 3 according to the present embodiment.

Each module shown in FIG. 4 may be realized by a computer program that causes a computer mounted on the information management apparatus 3 to execute the processing of the information management apparatus 3 using its hardware.

Hereinafter, each module shown in FIG. 4 will be described in detail.

The information management device communication unit 301 communicates with the information providing device 2 via a network.

The customer information storage unit 302 stores information on one or more customers. Specifically, the customer information storage unit 302 stores information such as a customer name, the location of the customer, information for identifying a maintenance target device used by the customer, and a user ID in association with each other. To do. As described above, the information for identifying the maintenance target device may be information such as the name and model number of the maintenance target device.

The engineer information storage unit 303 stores information on one or more maintenance engineers. The information regarding the maintenance engineer includes an ID (hereinafter referred to as a maintenance engineer ID) for the maintenance engineer to browse the information providing screen, and a password corresponding to the maintenance engineer ID.

The device information storage unit 304 stores target device information regarding one or more maintenance target devices.

The failure information storage unit 305 stores failure information for each failure case.

The part information storage unit 306 stores information related to parts necessary for maintenance of the maintenance target device (hereinafter referred to as part information).

The information management device control unit 307 controls the entire information management device 3 and controls each module shown in FIG. Specifically, the information management device control unit 307 responds to a request from the information providing device 2 by a customer information storage unit 302, a technician information storage unit 303, a device information storage unit 304, a failure information storage unit 305, a component. The requested information is extracted from at least one of the information storage units 306. Then, the information management device control unit 307 returns the extracted information to the information providing device 2. Further, the information management device control unit 307, based on a request from the information providing device 2, is a customer information storage unit 302, a technician information storage unit 303, a device information storage unit 304, a failure information storage unit 305, and a component information storage unit. The information stored in 306 is updated.

Next, the operation of the information providing system 1 according to this embodiment will be described.

FIG. 5 is a flowchart showing an example of processing for acquiring the address of a web page.

In step S1, the first terminal 4 transmits the first identification information to the information providing apparatus 2. In step S <b> 2, the information providing apparatus 2 receives the first identification information from the first terminal 4.

In step S3, the second identification information determination unit 208 determines the address of the web page and the like as the second identification information based on the first identification information. In step S <b> 4, the notification unit 210 transmits the second identification information to the first terminal 4. In step S <b> 5, the first terminal 4 receives the second identification information from the information providing apparatus 2.

In step S6, the first terminal 4 determines whether or not a user ID and password for accessing the web page have been input. Here, the web page corresponds to an information provision screen. When the user ID and password for accessing the web page are input (Yes in step S6), the first terminal 4 transmits the user ID and password to the information providing apparatus 2 (step S7). . In step S <b> 8, the information providing apparatus communication unit 201 receives the user ID and password from the first terminal 4. And it changes to step S21 shown in FIG. On the other hand, when the user ID and password for accessing the web page are not input (No branch of step S6), the first terminal 4 repeats the process of step S6.

FIG. 6 is a flowchart showing an example of processing for acquiring customer information and target device information.

In step S21, the screen management unit 207 determines whether or not the received user ID and password are the correct user ID and password for accessing the target web page. When the received user ID and password are the correct user ID and password (Yes branch in step S21), the information providing apparatus communication unit 201 transmits the input user ID to the information management apparatus 3. (Step S22). On the other hand, when the received user ID and password are not the correct user ID and password (No branch in step S21), the information providing apparatus 2 ends the process of acquiring customer information and target device information. .

When the information providing device communication unit 201 transmits the input user ID to the information management device 3 (step S22), the information management device communication unit 301 receives the user ID and the password (step S23). . In step S24, the information management device control unit 307 extracts customer information from the customer information storage unit 302 based on the received user ID.

In step S25, the information management apparatus control unit 307 extracts target device information from the device information storage unit 304. Here, the information management device control unit 307 may extract target device information regarding one or more devices. For example, the information management apparatus control unit 307 may extract target device information related to one or more devices that the customer with the received user ID has a maintenance contract with.

In step S26, the information management device communication unit 301 transmits the customer information and the target device information to the information providing device 2. And the information provision apparatus communication part 201 receives customer information and object apparatus information (step S27). And it changes to step S41 shown in FIG.

FIG. 7 is a flowchart showing an example of processing for displaying a web page, corresponding to the information providing screen.

In step S41, the screen management unit 207 sets the customer information and the target device information in the web page corresponding to the second identification information. In step S42, the information providing apparatus communication unit 201 updates the web page in which the customer information and the target device information are set. In step S43, the first terminal 4 displays a web page in which customer information and target device information are set.

In step S44, the first terminal 4 determines whether character information, image information, audio information, or the like has been input as failure information. When character information, image information, audio information, or the like is input as failure information (Yes branch of step S44), the process proceeds to step S45. On the other hand, when character information, image information, audio information, and the like are not input as failure information (No branch of step 44), the first terminal 4 repeats the process of step S44.

FIG. 8 is a diagram showing an example of the target device list screen. The screen management unit 207 may generate a target device list screen based on the target device information received from the information management apparatus 3. Then, the information providing apparatus communication unit 201 may transmit a target device list screen as illustrated in FIG. 8 to the first terminal 4. Here, the target device list screen may be a web page.

Then, the user of the first terminal 4 selects the target device for which a failure is to be reported from the target device list screen. The first terminal 4 transmits information for identifying the selected target device to the information providing apparatus 2.

FIG. 9 is a diagram showing an example of a failure information input screen. As shown in FIG. 9, the failure information input screen may include a character information input form (“situation input form” shown in FIG. 9). Further, as shown in FIG. 9, the failure information input screen may include an image information input form (“image / moving image attachment” shown in FIG. 9).

In step S45, the first terminal 4 transmits the character information, image information, voice information, and the like input as the failure information to the information providing apparatus 2. And it changes to step S61 shown in FIG.

In step S46, the information providing apparatus communication unit 201 receives character information, image information, audio information, and the like input as failure information. In step S47, the screen management unit 207 inputs failure information and updates the web page. In step S48, the first terminal 4 displays the updated web page.

FIG. 10 is a flowchart showing an example of a process for acquiring information related to a maintenance engineer's schedule and part information.

In step S61, the schedule management unit 209 requests the information management device 3 for the maintenance engineer's schedule and parts information based on the target device information. In step S62, the information management apparatus communication unit 301 receives a maintenance engineer's schedule request, parts information request, and target device information.

In step S63, the information management device control unit 307 identifies a maintenance engineer who can perform maintenance based on the target device information. Specifically, the information management device control unit 307 refers to the engineer information storage unit 303 and the device information storage unit 304, and can maintain a maintenance target device corresponding to the received target device information. Is identified.

In step S64, the information management apparatus control unit 307 extracts the maintenance engineer's schedule from the engineer information storage unit 303.

In step S65, the information management device control unit 307 extracts the component information from the component information storage unit 306 based on the target device information.

In step S66, the information management apparatus communication unit 301 transmits the maintenance engineer's schedule to the information providing apparatus 2. In step S <b> 67, the information management device communication unit 301 transmits the component information to the information providing device 2.

When the information management device communication unit 301 transmits the maintenance engineer's schedule to the information providing device 2 (step S66), the information providing device communication unit 201 receives the maintenance engineer's schedule (step S68). And it changes to step S81 shown in FIG.

When the information management device communication unit 301 transmits the component information to the information providing device 2 (step S67), the information providing device communication unit 201 receives the component information (step S69).

FIG. 11 is a flowchart showing an example of processing for determining a desired maintenance date.

In step S <b> 81, the schedule management unit 209 transmits a maintenance engineer's schedule display request to the first terminal 4 via the information providing apparatus communication unit 201. Here, as described above, the schedule management unit 209 may perform transmission / reception of information of the first terminal 4 via a web page.

In step S82, the first terminal 4 displays the maintenance engineer's schedule. For example, the first terminal 4 may display a web page on which a predetermined maintenance engineer presents a list of days on which maintenance work is possible. Here, the predetermined maintenance engineer means a maintenance engineer who can maintain the maintenance target device corresponding to the target device information. There are various methods for displaying the schedule of the maintenance engineer, but the details are not limited.

If the desired maintenance date is selected (Yes branch of step S83), the process proceeds to step S84. On the other hand, when the desired maintenance date has not been selected (No branch of step S83), the first terminal 4 repeats the process of step S83.

FIG. 12 is a diagram showing an example of a maintenance engineer's schedule list screen. Based on the maintenance engineer's schedule received by the information providing device communication unit 201, the schedule management unit 209 generates a maintenance engineer's schedule display screen as shown in FIG. Then, the schedule management unit 209 may transmit a schedule display screen to the first terminal 4.

FIG. 13 is a diagram showing an example of part information. Based on the component information received by the information providing device communication unit 201, the schedule management unit 209 generates a screen indicating the component information as illustrated in FIG. For example, as illustrated in FIG. 13, the schedule management unit 209 may generate a screen indicating the delivery date of each part. Then, the schedule management unit 209 may transmit a screen showing component information to the first terminal 4. Then, the user of the first terminal 4 may determine the desired maintenance date with reference to the screen showing the component information.

In step S83, the first terminal 4 determines whether or not a desired maintenance date has been selected. For example, in the first terminal 4, it is assumed that a predetermined maintenance engineer presents a list of days when maintenance work is possible and displays a web page. When the first terminal 4 receives a user operation for selecting a desired maintenance date, the first terminal 4 may determine that the desired maintenance date has been selected.

In step S84, the first terminal 4 transmits the desired maintenance date to the information providing apparatus 2. In step S85, the information providing apparatus communication unit 201 receives the desired maintenance date. In step S <b> 86, the information providing apparatus communication unit 201 transmits the desired maintenance date and the second identification information to the second terminal 5. In step S87, the second terminal 5 receives the desired maintenance date and the second identification information. As a result, the user of the second terminal (for example, a maintenance engineer) can acquire the desired maintenance date and the address of the web page on which the failure information is described (that is, the second identification information).

In step S88, the second terminal 5 determines whether the web page display request process has been executed. Here, the web page means a web page corresponding to the received second identification information. When the display request process for the web page is executed (Yes branch in step S88), the process proceeds to step S89. On the other hand, when the display request process of the web page is not executed (No branch of step S88), the second terminal 5 repeats the process of step S88.

In step S89, the second terminal 5 transmits a web page display request corresponding to the received second identification information to the information providing apparatus 2. In step S90, the information providing apparatus communication unit 201 receives a web page display request. In step S <b> 91, the information providing apparatus communication unit 201 transmits the requested web page to the second terminal 5. In step S92, the second terminal 5 displays the web page.

In addition, when the 2nd terminal 5 accesses the web page corresponding to 2nd identification information, of course, the information provision apparatus 2 may request | require input of predetermined | prescribed ID and a password. . Specifically, the information providing apparatus 2 may request an ID and a password assigned to a maintenance engineer who is permitted to access the web page. As a result, the information providing apparatus 2 can limit the access authority to the web page while providing the web page accessible to both the customer and the maintenance engineer.

As described above, in the information providing system 1 according to the present embodiment, the customer and the maintenance engineer share the failure information via the web page. Therefore, in the information providing system 1 according to the present embodiment, the customer can update the failure information at an arbitrary timing. Therefore, in the information providing system 1 according to the present embodiment, it is possible to prevent the failure information reported by the customer from being different from the failure information held by a maintenance engineer or the like. Therefore, the information providing system 1 according to the present embodiment contributes to easy and appropriate information sharing by both customers and maintenance engineers.

Further, in the information providing system 1 according to the present embodiment, different web pages can be easily set according to each customer, each maintenance target device, each trouble case, and the like. Therefore, the information providing system 1 according to the present embodiment contributes to improving convenience when a customer makes a trouble report and a maintenance request.

Further, in the information providing system 1 according to the present embodiment, failure information is managed using character information, image information (including still images and moving images), audio information, and the like. Therefore, in the information providing system 1 according to the present embodiment, when a failure occurs, the customer can easily communicate the state of the target device in detail. On the other hand, a maintenance engineer or the like can grasp the state of the target device in detail and can easily guess the cause of the failure. Therefore, the information providing system 1 according to the present embodiment contributes to transmitting the failure information in detail when reporting the failure.

[Second Embodiment]
Next, the second embodiment will be described in detail.

This embodiment is a form in which a predetermined server device stores information providing screen data on the information providing screen. In the description of the present embodiment, the description of the same part as the above embodiment is omitted. Further, in the description of the present embodiment, the same components as those of the above-described embodiment are denoted by the same reference numerals, and the description thereof is omitted. In the description of the present embodiment, the description of the same operational effects as those of the above-described embodiment is also omitted.

FIG. 14 is a block diagram showing an example of the overall configuration of the information providing system 1a according to the present embodiment. The difference between the information providing system 1a shown in FIG. 14 and the information providing system 1 shown in FIG. 2 is that the information providing system 1a shown in FIG.

The internal configuration of the information providing apparatus 2 according to the present embodiment is as shown in FIG. The internal configuration of the information management apparatus 3 according to the present embodiment is as shown in FIG.

In the information providing system 1a according to the present embodiment, a predetermined server device (corresponding to the screen management device 7 shown in FIG. 14) that is accessible from the first terminal 4 and the second terminal 5 is an information The provided screen data is stored in a file format. Here, of course, when accessing the screen management apparatus 7 in order to limit the access authority, the screen management apparatus 7 may request a predetermined ID and password. The screen management apparatus 7 includes a storage unit (not shown) that stores one or more information providing screen data.

Here, first, the process of storing the information providing screen in the screen management device 7 will be described.

The screen management unit 207 according to the present embodiment generates information provision screen data. Then, the information providing apparatus communication unit 201 transmits the information providing screen data and the first identification information corresponding to the information providing screen data to the screen management apparatus 7. Here, the administrator of the information providing apparatus 2 may input and specify the first identification information in the information providing apparatus 2.

Then, the screen management device 7 stores the information providing screen data in a storage unit (not shown). Then, the screen management apparatus 7 returns information for identifying the screen management apparatus 7 and the file path of the information provision screen data to the information provision apparatus 2. Here, the information for identifying the screen management device 7 preferably includes at least one of an IP (Internet Protocol) address and a MAC (Media Access Control) address of the screen management device 7.

Then, the second identification information determining unit 208 determines information for identifying the screen management device 7 and information including the file path of the information providing screen data as the second identification information. The second identification information determination unit 208 associates the first identification information with the second identification information and stores them in the screen identification information storage unit 203.

In FIG. 14, the information providing system 1 a includes one screen management device 7, but the information providing system 1 a may include two or more screen management devices 7.

Next, processing for acquiring an information provision screen from the screen management device 7 will be described.

The second identification information determination unit 208 acquires the second identification information from the screen identification information storage unit 203 using the first identification information as a key. Specifically, the second identification information determination unit 208 acquires information for identifying the screen management device 7 and the file path of the information providing screen data included in the second identification information.

The notification unit 210 according to the present embodiment notifies at least one of the first terminal 4 and the second terminal 5 of the information for identifying the screen management device 7 and the file path of the information providing screen data. To do. Note that the notification method includes a method using e-mail, telephone, etc., as described above, and the details thereof are not limited.

As described above, in the information providing system 1a according to the present embodiment, the predetermined server device stores the information providing screen data as the information providing screen. Therefore, the information providing system 1a according to the present embodiment can distribute failure information and information providing screen data to a plurality of servers. Therefore, the information providing system 1a according to the present embodiment has the same effect as the above-described embodiment, and contributes to reducing the load on the information providing apparatus.

[Third Embodiment]
Next, the third embodiment will be described in detail.

This embodiment is a form for reporting the result of maintenance work. In the description of the present embodiment, the description of the same part as the above embodiment is omitted. Further, in the description of the present embodiment, the same components as those of the above-described embodiment are denoted by the same reference numerals, and the description thereof is omitted. In the description of the present embodiment, the description of the same operational effects as those of the above-described embodiment is also omitted.

The information providing system 1 according to the present embodiment may be either the information providing system 1 shown in FIG. 2 or the information providing system 1a shown in FIG. Hereinafter, for the sake of explanation, the information providing system according to the present embodiment will be described as the information providing system 1 shown in FIG.

The internal configuration of the information providing apparatus 2 according to the present embodiment is as shown in FIG. The internal configuration of the information management apparatus 3 according to the present embodiment is as shown in FIG.

The screen management unit 207 according to the present embodiment generates an information provision screen for inputting the content of maintenance work. For example, the screen management unit 207 allows the predetermined second terminal 5 to input information on the information providing screen for inputting the contents of maintenance work. Further, the screen management unit 207 permits the first terminal 4 and the second terminal 5 to browse the contents of the maintenance work. Here, it is preferable that the screen management unit 207 restricts browsing of the contents of the maintenance work to the user (customer) of the predetermined first terminal 4 using the ID and the password.

For example, the maintenance engineer or the like inputs the content of the maintenance work on a predetermined information provision screen using the second terminal after the maintenance work is completed. The screen management unit 207 preferably permits the user of the first terminal requesting the maintenance work (that is, the customer requesting the maintenance work) to view the contents of the maintenance work.

When the content of the maintenance work is input, the notification unit 210 according to the present embodiment may notify the user of the predetermined first terminal 4 that the content of the maintenance work has been input.

Next, the operation of the information providing system 1 according to this embodiment will be described.

FIG. 15 is a flowchart showing an example of processing for reporting the contents of maintenance work.

First, it is assumed that the second terminal 5 is in a state where information can be input on the information providing screen for inputting the contents of maintenance work. In that case, in step S101, the second terminal 5 determines whether or not the content of the maintenance work has been input. When the content of the maintenance work is input (Yes branch in step S101), the process proceeds to step S102. On the other hand, when the content of the maintenance work is not input (No branch of step S101), the second terminal 5 repeats the process of step S101.

In step S102, the second terminal 5 transmits the content of the maintenance work to the information providing apparatus 2. In step S103, the information providing apparatus communication unit 201 receives the contents of the maintenance work.

In step S104, the screen management unit 207 creates report data based on the content of the received maintenance work. For example, the screen management unit 207 may create a web page displaying the content of maintenance work as report data.

In step S105, report data is transmitted to the first terminal 4. In step S106, the first terminal 4 receives the report data. Then, the first terminal 4 displays the report data.

As described above, in the information providing system 1 according to the present embodiment, the maintenance engineer reports the result of the maintenance work and the customer can easily grasp the result of the reported maintenance work. Therefore, the information providing system 1 according to the present embodiment has the same effects as those of the first embodiment, and contributes to further improving the convenience for the customer.

[Fourth Embodiment]
Next, the fourth embodiment will be described in detail.

This embodiment is a mode for notifying the second terminal of the update of the failure information when the failure information is updated. In the description of the present embodiment, the description of the same part as the above embodiment is omitted. Further, in the description of the present embodiment, the same components as those of the above-described embodiment are denoted by the same reference numerals, and the description thereof is omitted. In the description of the present embodiment, the description of the same operational effects as those of the above-described embodiment is also omitted.

The information providing system according to the present embodiment may be either the information providing system 1 shown in FIG. 2 or the information providing system 1a shown in FIG. Hereinafter, for the sake of explanation, the information providing system according to the present embodiment will be described as the information providing system 1 shown in FIG.

The internal configuration of the information providing apparatus 2 according to the present embodiment is as shown in FIG. The internal configuration of the information management apparatus 3 according to the present embodiment is as shown in FIG.

The screen management unit 207 according to the present embodiment updates the information provision screen when the failure information acquisition unit 205 acquires failure information.

When the screen management unit 207 updates the information provision screen, the notification unit 210 notifies the second terminal 5 that the information provision screen has been updated.

Next, the operation of the information providing system 1 according to this embodiment will be described.

FIG. 16 is a flowchart showing an example of processing of the information providing system 1 according to this embodiment.

Here, it is assumed that the information providing apparatus communication unit 201 receives character information, image information, audio information, and the like input as failure information from the first terminal 4 (step S46 shown in FIG. 7). In this case, in step S201, the failure information acquisition unit 205 determines whether failure information corresponding to the target first identification information has been input. If the failure information corresponding to the target first identification information has already been input (Yes branch in step S201), the process proceeds to step S202. On the other hand, when the failure information corresponding to the target first identification information has not been input (No branch in step S201), the process proceeds to step S47 illustrated in FIG.

In step S202, the failure information acquisition unit 205 determines whether it is before the desired maintenance date. If it is before the desired maintenance date (Yes branch in step S202), the process proceeds to step S203. On the other hand, if the desired maintenance date has been exceeded (No branch in step S202), the process proceeds to step S101 shown in FIG.

In step S203, the failure information acquisition unit 205 determines whether the failure information has been updated. If the failure information has been updated (Yes branch in step S203), the process proceeds to step S47 shown in FIG. On the other hand, if the failure information has not been updated (No branch in step 203), the process returns to step S201 and the process is continued.

As described above, when the failure information is updated, the information providing system 1 according to the present embodiment notifies the maintenance engineer of the failure information update. Therefore, the information providing system 1 according to the present embodiment has the same effects as those of the first embodiment, and further contributes to easy sharing of failure information between customers and maintenance engineers.

Some or all of the above-described embodiments can be described as in the following forms, but are not limited to the following.

(Mode 1) As in the information providing apparatus according to the first aspect.

(Mode 2) A screen identification information storage unit that stores the second identification information and the first identification information in association with each other, which enables browsing of the information providing screen that displays the failure information, is further provided. The information provision apparatus according to aspect 1.

(Mode 3) The information providing device communication unit communicates with the first terminal and the second terminal via the Internet, and the screen management unit displays a web page presenting the failure information, When the information providing screen is a web page, the second identification information determination unit generates the information as the information providing screen. When the information providing screen is a web page, the second identification information is determined based on the first identification information. The information providing apparatus according to mode 1 or 2, wherein an address is determined as the second identification information.

(Mode 4) A screen data storage unit that stores one or more pieces of information providing screen data is further provided, and the screen management unit is responsive to the second identification information determined by the second identification information determination unit. The information provision apparatus according to any one of aspects 1 to 3, wherein the information provision screen data is extracted from the screen data storage unit.

(Mode 5) A predetermined server device that is accessible from the first terminal and the second terminal stores information providing screen data in a file format, and the second identification information determination unit The mode 4 determines information including information for identifying the predetermined server device and a file path of the information provision screen data based on the first identification information as the second identification information. Information provision device.

(Mode 6) When the failure information acquisition unit acquires the failure information, the screen management unit updates the information providing screen, and the notification unit updates the information providing screen when the screen management unit updates the information providing screen. The information providing apparatus according to any one of Embodiments 1 to 5, which notifies the second terminal that the information providing screen has been updated.

(Mode 7) As in the information providing system according to the second viewpoint. Note that the information providing system of form 7 can be developed into forms 2 to 6 as well as form 1.

(Mode 8) The information management device further includes a device information storage unit that stores device information of one or more devices, and the information providing device receives the device information of a predetermined device from the information management device. A maintenance target information acquisition unit, wherein the screen management unit presents the corresponding device information on the information provision screen, and the notification unit includes the device information presented on the information provision screen. The information providing system according to mode 7, wherein when it has changed, the device information is notified to the second terminal that the device information has changed.

(Mode 9) As in the information providing method according to the third viewpoint.

(Mode 10) The mode according to mode 9, further comprising a step of storing the second identification information and the first identification information in association with each other so that the information providing screen displaying the failure information can be browsed. Information provision method.

(Mode 11) In the communication step, the web page that communicates with the first terminal and the second terminal via the Internet and presents the failure information in the screen management step is displayed on the information providing screen. And when the information providing screen is a web page in the second identification information determination step, the second identification information is based on the first identification information, and the address of the web page is The information providing method according to claim 9 or 10, wherein the information is determined as the second identification information.

(Mode 12) The method further includes a step of storing one or more pieces of information provision screen data, wherein the information provision screen data is extracted according to the second identification information in the screen management step. The information providing method according to any one of the above.

(Mode 13) The second identification information determination further includes a step of storing information provision screen data in a file format in a predetermined server device accessible from the first terminal and the second terminal. In the step, information including information for identifying the predetermined server device and a file path of the information providing screen data is determined as the second identification information based on the first identification information. The information provision method according to Form 12.

(Mode 14) When the failure information is acquired in the screen management step, the information provision screen is updated, and when the information provision screen is updated in the notification step, the information provision screen is updated. The information providing method according to any one of Embodiments 9 to 13, wherein the second terminal is notified of this fact.

(Form 15) The program according to the fourth aspect.

(Mode 16) The mode 15 according to the mode 15, further executing a process of storing the second identification information and the first identification information in association with each other so that the information providing screen displaying the failure information can be browsed. Program.

(Mode 17) In the communication process, a web page that communicates with the first terminal and the second terminal via the Internet and presents the failure information in the screen management process is displayed on the information providing screen. And when the information providing screen is a web page in the second identification information determination process, the second identification information is based on the first identification information, and the address of the web page is The program according to the form 15 or 16, which is determined as the second identification information.

(Mode 18) A process of storing one or more pieces of information provision screen data is further executed, and the information management screen data is extracted according to the second identification information in the screen management process. The program according to any one of 17 above.

(Mode 19) The second identification information is further executed by storing information providing screen data in a file format in a predetermined server device that is accessible from the first terminal and the second terminal. In the determination process, information including information for identifying the predetermined server device and a file path of the information providing screen data is determined as the second identification information based on the first identification information. , The program according to Form 18.

(Mode 20) When the failure information is acquired in the screen management process, the information provision screen is updated. When the information provision screen is updated in the notification process, the information provision screen is updated. The program according to any one of Forms 15 to 19, wherein the second terminal is notified of this.

It should be noted that the disclosures of the above patent documents are incorporated herein by reference. Within the scope of the entire disclosure (including claims) of the present invention, the embodiment can be changed and adjusted based on the basic technical concept. Further, various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the framework of the entire disclosure of the present invention. is there. That is, the present invention of course includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the technical idea. In particular, with respect to the numerical ranges described in this document, any numerical value or small range included in the range should be construed as being specifically described even if there is no specific description.

DESCRIPTION OF SYMBOLS 1, 1a Information provision system 2, 100 Information provision apparatus 3 Information management apparatus 4 First terminal 5 Second terminal 6 Network 7 Screen management apparatus 101, 201 Information provision apparatus communication part 102, 205 Fault information acquisition part 103, 207 Screen management unit 104, 206 First identification information acquisition unit 105, 208 Second identification information determination unit 106, 210 Notification unit 202 Screen data storage unit 203 Screen identification information storage unit 204 Maintenance target information acquisition unit 208 Second identification Information determination unit 209 Schedule management unit 301 Information management device communication unit 302 Customer information storage unit 303 Engineer information storage unit 304 Equipment information storage unit 305 Fault information storage unit 306 Parts information storage unit 307 Information management device control unit

Claims (10)

1. An information providing device communication unit that communicates with one or more terminals via a network;
   A failure information acquisition unit that acquires, from the first terminal, at least one of character information, image information, and audio information related to a failure of a predetermined device;
   A screen that generates an information provision screen for displaying the failure information and controls processing for providing the information provision screen to at least one of the first terminal or the second terminal different from the first terminal The management department,
   A first identification information acquisition unit that acquires, as first identification information, at least one of information that identifies a user of the predetermined device or information that identifies a failure case;
   A second identification information determination unit that determines the second identification information based on the first identification information, enabling the information providing screen to be browsed;
   A notification unit for notifying the second identification information to at least one of the first terminal and the second terminal;
   An information providing apparatus comprising:
2. The screen identification information storage part which matches and memorize | stores the 2nd identification information and said 1st identification information which enable browsing of the information provision screen which displays the said fault information is provided in Claim 1. The information providing apparatus according to the description.
3. The information providing device communication unit communicates with the first terminal and the second terminal via the Internet,
   The screen management unit generates a web page presenting the failure information as the information providing screen,
   When the information provision screen is a web page, the second identification information determination unit determines the second identification information based on the first identification information, based on the address of the web page. The information providing apparatus according to claim 1, wherein the information providing apparatus is determined as identification information.
4. A screen data storage unit for storing one or more information providing screen data;
   The said screen management part extracts the said information provision screen data from the said screen data memory | storage part according to the said 2nd identification information which a 2nd identification information determination part determines, The any one of Claim 1 thru | or 3 The information providing device described in 1.
5. A predetermined server that is accessible from the first terminal and the second terminal stores information provision screen data in a file format,
   The second identification information determination unit receives information including information for identifying the predetermined server device and a file path of the information providing screen data based on the first identification information. The information providing device according to claim 4, wherein the information providing device is determined as identification information.
6. When the failure information acquisition unit acquires the failure information, the screen management unit updates the information providing screen,
   6. The notification unit according to claim 1, wherein when the screen management unit updates the information provision screen, the notification unit notifies the second terminal that the information provision screen has been updated. Information provision device.
7. An information providing device for providing information to one or more terminals;
   An information providing system that manages information provided by the information providing apparatus and includes an information management apparatus that communicates with the information providing apparatus,
   The information providing apparatus includes:
   An information providing device communication unit that communicates with the terminal via a network;
   A failure information acquisition unit that acquires, from the first terminal, at least one of character information, image information, and audio information related to a failure of a predetermined device;
   A screen management unit for generating an information providing screen for displaying the failure information and providing the information providing screen to at least one of the first terminal or the second terminal different from the first terminal;
   A first identification information acquisition unit that acquires, as first identification information, at least one of information that identifies a user of the predetermined device or information that identifies a failure case;
   A second identification information determination unit that determines the second identification information based on the first identification information, enabling the information providing screen to be browsed;
   A notification unit for notifying the second identification information to at least one of the first terminal and the second terminal;
   With
   The information management device includes:
   A failure information storage unit for storing the failure information;
   In response to a request from the information providing device, an information management device control unit that extracts the failure information from the failure information storage unit;
   An information providing system comprising:
8. The information management device further includes a device information storage unit that stores device information of one or more devices,
   The information providing device further includes a maintenance target information acquisition unit that acquires the device information of a predetermined device from an information management device,
   The screen management unit presents the corresponding device information on the information providing screen,
   The information providing system according to claim 7, wherein when the device information presented on the information providing screen changes, the notification unit notifies the second terminal that the device information has changed.
9. A communication step of communicating with one or more terminals via a network;
   A failure information acquisition step of acquiring from the first terminal at least one of character information, image information, and audio information related to a failure of a predetermined device as failure information;
   A screen management step of generating an information provision screen for displaying the failure information and providing the information provision screen to at least one of the first terminal or the second terminal different from the first terminal;
   A first identification information acquisition step of acquiring, as first identification information, at least one of information identifying a user of the predetermined device or information identifying a failure case;
   A second identification information determination step for determining second identification information based on the first identification information, enabling the information providing screen to be browsed;
   A notification step of notifying at least one of the first terminal and the second terminal of the second identification information;
   Information providing method including
10. A communication process for communicating with one or more terminals via a network;
    Fault information acquisition processing for acquiring from the first terminal, as fault information, at least one of character information, image information, and audio information related to a fault of a predetermined device;
    A screen management process for generating an information providing screen for displaying the failure information and providing the information providing screen to at least one of the first terminal or the second terminal different from the first terminal;
    A first identification information acquisition process for acquiring at least one of information for specifying a user of the predetermined device or information for specifying a failure case as first identification information;
    A second identification information determination process for determining second identification information based on the first identification information, enabling the information providing screen to be browsed;
    A notification process for notifying at least one of the first terminal and the second terminal of the second identification information;
    For causing a computer that controls the information providing apparatus to execute the program.

Images