WO2020015064A1 - Procédé de traitement de défaillance de système, appareil, dispositif et support d'informations - Google Patents

Procédé de traitement de défaillance de système, appareil, dispositif et support d'informations Download PDF

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Publication number
WO2020015064A1
WO2020015064A1 PCT/CN2018/103769 CN2018103769W WO2020015064A1 WO 2020015064 A1 WO2020015064 A1 WO 2020015064A1 CN 2018103769 W CN2018103769 W CN 2018103769W WO 2020015064 A1 WO2020015064 A1 WO 2020015064A1
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Prior art keywords
fault
current
preset
solution
similar
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PCT/CN2018/103769
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English (en)
Chinese (zh)
Inventor
白红丽
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平安科技（深圳）有限公司
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Publication of WO2020015064A1 publication Critical patent/WO2020015064A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/30—Monitoring
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/30—Monitoring
    • G06F11/34—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment

Definitions

  • the present application relates to the field of system maintenance, and in particular, to a method, a device, a device, and a computer-readable storage medium for processing a system fault.
  • the main purpose of the present application is to provide a system failure processing method, device, device, and computer-readable storage medium, which are aimed at solving the technical problems of low efficiency in solving system failure in the prior art.
  • the system fault processing method includes the following steps:
  • system fault processing method further includes:
  • the method further includes:
  • the steps to the current terminal to guide the user to solve the current fault include:
  • a fault solution corresponding to the similar fault problem is obtained in the preset diagnosis library, and the fault solution is pushed to the current terminal, so as to guide the user to solve the current fault problem.
  • the method further includes:
  • the method before the step of acquiring the fault interface information of the current terminal when receiving the fault diagnosis instruction, and acquiring the current fault parameters of the system being diagnosed in the fault interface information, the method further includes:
  • the preset diagnostic library includes: software fault number, software fault name, configuration parameters, alarm parameters, performance index parameters, fault cause parameters, solution parameters, and whether a software defect is identified;
  • the configuration parameters include configuration A parameter number and a configuration parameter weight, the alarm parameter includes an alarm parameter number and an alarm parameter weight, and the performance index parameter includes a performance index number and a performance index weight.
  • system fault processing apparatus includes:
  • a parameter acquiring module configured to acquire the fault interface information of the current terminal when receiving the fault diagnosis instruction, and acquire the current fault parameters of the system being diagnosed in the fault interface information;
  • a fault diagnosis module configured to match the current fault parameters with a preset diagnostic library, and determine whether a similar fault problem exists in the preset diagnostic library
  • a fault resolution module configured to obtain a fault solution corresponding to the similar fault problem in the preset diagnostic library if the similar fault problem exists in the preset diagnostic library, and push the fault solution To the current terminal, so as to guide the user to solve the current fault problem.
  • the present application further provides a system fault processing device, where the system fault processing device includes a processor, a memory, and computer-readable instructions stored on the memory and executable by the processor.
  • the computer-readable instructions are executed by the processor, the steps of the system fault processing method as described above are implemented.
  • the present application further provides a computer-readable storage medium, characterized in that the computer-readable storage medium stores computer-readable instructions, wherein when the computer-readable instructions are executed by a processor, To implement the steps of the system fault processing method as described above.
  • the present application provides a system fault processing method, that is, when receiving a fault diagnosis instruction, acquiring the fault interface information of the current terminal, and acquiring the current fault parameters of the system being diagnosed in the fault interface information; Matching with the preset diagnostic library to determine whether there is a similar fault problem in the preset diagnostic library; if the similar fault problem exists in the preset diagnostic library, obtaining the similar fault in the preset diagnostic library The fault solution corresponding to the fault problem, and the fault solution is pushed to the current terminal, so as to guide the user to solve the current fault problem.
  • the present application realizes intelligent diagnosis of system faults and real-time monitoring of system faults, improves the efficiency of fault diagnosis, and thereby solves the technical problem of low efficiency of existing system faults.
  • FIG. 1 is a schematic diagram of a hardware structure of a system fault processing device involved in a solution according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of a system fault processing method of the present application
  • FIG. 3 is a schematic flowchart of a second embodiment of a system fault processing method of the present application.
  • FIG. 4 is a schematic flowchart of a third embodiment of a system fault processing method of the present application.
  • FIG. 5 is a schematic diagram of the functional modules of the first embodiment of the system fault processing device of the present application.
  • the system fault processing method according to the embodiment of the present application is mainly applied to a system fault processing device, and the system fault processing device may be a device with a display and processing function, such as a PC, a portable computer, or a mobile terminal.
  • FIG. 1 is a schematic diagram of a hardware structure of a system fault processing device involved in a solution according to an embodiment of the present application.
  • the system fault processing device may include a processor 1001 (for example, a CPU), a communication bus 1002, a user interface 1003, a network interface 1004, and a memory 1005.
  • the communication bus 1002 is used to implement connection and communication between these components.
  • the user interface 1003 may include a display and an input unit such as a keyboard.
  • the network interface 1004 may optionally include a standard wired interface and a wireless interface.
  • the memory 1005 can be a high-speed RAM memory or a stable memory (non-volatile memory), such as a disk memory, the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • FIG. 1 does not constitute a limitation on the system fault processing equipment, and may include more or fewer components than shown in the figure, or combine certain components, or arrange different components. .
  • the memory 1005 as a computer-readable storage medium in FIG. 1 may include an operating system, a network communication module, and computer-readable instructions.
  • the network communication module is mainly used to connect to a server and perform data communication with the server; and the processor 1001 can call the computer-readable instructions stored in the memory 1005 and execute the system fault processing method provided in the embodiment of the present application.
  • the embodiment of the present application provides a system fault processing method.
  • FIG. 2 is a schematic flowchart of a first embodiment of a system fault processing method of the present application.
  • system fault processing method includes the following steps:
  • Step S10 When receiving the fault diagnosis instruction, acquiring the fault interface information of the current terminal, and acquiring the current fault parameters of the system being diagnosed in the fault interface information;
  • a system fault processing method is provided. Specifically, a server program is installed and run on a system fault diagnosis server, and a client agent program is installed and run on a system client.
  • the client agent program edits the diagnosis task and diagnosis plan through human-machine commands, and sends messages containing the diagnosis task and diagnosis plan to the server program through the TCP protocol to monitor the system status in real time; the server program is on the server of the software system to be diagnosed During running, obtain the diagnosis task and diagnosis plan sent by the client program, execute the diagnosis task, and output the diagnosis result to the client program.
  • the user can send a fault diagnosis instruction through the one-click diagnosis of the client.
  • the server When the server receives the fault diagnosis instruction sent by the client, the server obtains the fault interface information of the current terminal, such as by taking a screenshot or directly capturing related information in the fault page of the current terminal, and then from the fault interface information To obtain the current fault parameters corresponding to the system being diagnosed, such as the current page address, system error log information, and fault prompt information.
  • step S10 the method further includes:
  • the preset diagnosis library includes software fault number, software fault name, configuration parameters, alarm parameters, performance index parameters, fault cause parameters, solution parameters, and whether a software defect is identified
  • the configuration parameters include configuration parameter numbers.
  • configuration parameter weights, the alarm parameters include alarm parameter numbers and alarm parameter weights, and the performance index parameters include performance index numbers and performance index weights.
  • all verified fault parameters are stored in a data recording manner, and the verified fault parameters are stored correspondingly, that is, entered in a fault attribute database
  • the fault attribute database includes a configuration attribute database including a configuration attribute number , Software fault number queue and configuration table; alarm attribute database, including alarm attribute number, software fault number queue, and alarm characteristics; performance index attribute database, including performance index attribute number, software fault number queue, and performance indicator characteristics; fault cause attribute library , Including fault cause attribute number, software fault number queue and fault cause description; solution attribute library, including solution attribute number, software fault number queue and solution description.
  • the fault rule database is composed of a software fault number, a software fault name, a corresponding configuration attribute group, an alarm attribute group, a performance index attribute group, a fault cause attribute group, a solution attribute group, and a software defect identifier.
  • the attribute queue is composed of attribute numbers and attribute weights; the software fault attribution relationship database and elements in each attribute database have a many-to-many relationship, and an index table is established with each other. Then, a preset diagnosis database is established according to the fault data database and the fault rule database.
  • Step S20 Match the current fault parameters with a preset diagnostic library to determine whether there is a similar fault problem in the preset diagnostic library;
  • the keyword information is extracted from the current fault parameters, and the keyword information is compared with a preset diagnosis database to match similar fault problems that are suitable for the keyword information, and the predictive information is found. Let's set up a fault solution corresponding to a similar fault problem described in the diagnostic library.
  • fault parameters of the software system to be diagnosed are obtained through the system, and the fault parameters include configuration parameters, alarm parameters, performance index parameters, fault cause parameters, and solution parameters, and then the verified configuration of the software system to be diagnosed
  • the combination of the parameter, the alarm parameter, and the performance index parameter and the corresponding fault cause and solution combination are used to establish a mapping relationship, and the mapping relationship is modeled and stored in a database, that is, added to the preset diagnosis database.
  • Step S30 if the similar fault problem exists in the preset diagnostic library, obtain a fault solution corresponding to the similar fault problem in the preset diagnostic library, and push the fault solution to the Current terminal in order to guide users to resolve current faults.
  • a fault solution corresponding to the similar fault problem or a diagnosis problem list corresponding to the similar fault problem is obtained in the preset diagnosis library, and the fault solution is either pushed to all
  • the current terminal is described to guide users or technicians to try to recover from the fault, thereby achieving intelligent diagnosis of system faults and real-time monitoring of system faults, improving the efficiency of fault diagnosis, and thereby solving the inefficient technology of existing system faults. problem.
  • step S30 the method further includes:
  • a secondary diagnosis instruction may be triggered by a fault diagnosis function button.
  • a fault diagnosis function button When receiving the secondary diagnosis instruction, firstly take a screenshot or directly capture the relevant information in the secondary fault page of the current terminal, and then obtain the secondary fault corresponding to the system being diagnosed from the secondary interface information. Parameters, such as the current page address, system error log information, and fault information. Keyword information is extracted from the secondary fault parameters, and the keyword information is compared with a preset diagnosis database to determine whether there is problem information matching the secondary fault parameters in the preset diagnosis database. . If it exists, a solution corresponding to the matched problem information is acquired and displayed through the current terminal.
  • This embodiment provides a system fault processing method, that is, when a fault diagnosis instruction is received, the fault interface information of the current terminal is obtained, and the current fault parameters of the system being diagnosed are obtained in the fault interface information; The parameters are matched with the preset diagnostic library to determine whether there is a similar fault problem in the preset diagnostic library; if the similar fault problem exists in the preset diagnostic library, the preset diagnostic library is used to obtain the A fault solution corresponding to a similar fault problem, and the fault solution is pushed to the current terminal, so as to guide the user to solve the current fault problem.
  • the present application realizes intelligent diagnosis of system faults and real-time monitoring of system faults, improves the efficiency of fault diagnosis, and thereby solves the technical problem of low efficiency of existing system faults.
  • FIG. 3 is a schematic flowchart of a second embodiment of a system fault processing method of the present application.
  • the method for processing a system fault after step S30 further includes:
  • Step S41 if the similar fault problem does not exist in the preset diagnosis library, report the fault interface information and current fault parameters to a preset processing end;
  • Step S42 When receiving the current fault solution feedback from the preset processing end, push the current fault solution to the terminal, and add the current fault parameter and the current fault solution to the preset Diagnostic library.
  • the fault interface information and the current fault parameters are reported to the corresponding technician.
  • the default processing end that is, the artificial exception processing node.
  • the technician can perform fault diagnosis according to the system error log information or fault prompt information therein, and correspondingly sort out the current fault solution and feed it back to the current terminal.
  • a preset processing terminal may be reported to call a corresponding technician for on-site diagnosis, and then the corresponding current fault solution is sorted out, and the current fault parameter and the current fault solution are added to the preset.
  • the diagnostic library updates the preset diagnostic library.
  • FIG. 4 is a schematic flowchart of a third embodiment of a system fault processing method of the present application.
  • the step S30 includes:
  • Step S31 if the similar fault problem exists in the preset diagnosis library, obtain the number of problems of the similar fault problem, and determine whether the number of the problems is unique;
  • Step S32 if the number of the problems is not unique, according to the matching degree between the similar failure problem and the current failure parameter, sort multiple related problems in the similar failure problem, and generate and display the corresponding related problems List
  • Step S33 Receive a selection instruction triggered by a user selection operation based on the associated problem list, and determine a target fault problem corresponding to the current fault parameter in the associated problem list according to the selection instruction;
  • Step S34 Obtain a fault solution corresponding to the target fault problem in the preset diagnosis database, and push the fault solution to the current terminal, so as to guide the user to solve the current fault problem.
  • Step S35 if the number of the problems is unique, obtain a fault solution corresponding to the similar fault problem in the preset diagnosis library, and push the fault solution to the current terminal, so as to guide the user to solve the current problem Problems.
  • the number of similar fault problems is unique. If the number of similar fault problems is unique, the fault solution corresponding to the similar fault problem may be directly obtained in the preset diagnosis library, and the fault solution may be pushed to the current terminal to guide the user Solve the current problem. If the number of similar failure problems is not unique, then calculate the matching degree information of the related problem information in the similar failure problem and the current failure parameter, and sequentially calculate all the matching problems according to the order of the matching degree from large to small.
  • the related problem information in similar failure problems is arranged to generate a corresponding related problem list.
  • the related problem list is pushed to the current terminal, so that the user can select the closest target fault problem among the related problems according to his own situation. Then, a fault solution corresponding to the target fault problem is selected in the preset diagnosis library, and the fault solution is pushed to the current terminal.
  • an embodiment of the present application further provides a system fault processing device.
  • FIG. 5 is a schematic diagram of functional modules of a first embodiment of a system fault processing apparatus of the present application.
  • system fault processing device includes:
  • a parameter acquiring module 10 configured to acquire the fault interface information of the current terminal when receiving the fault diagnosis instruction, and acquire the current fault parameters of the system being diagnosed in the fault interface information;
  • a fault diagnosis module 20 configured to match the current fault parameters with a preset diagnosis library, and determine whether a similar fault problem exists in the preset diagnosis library;
  • a fault resolution module 30 is configured to obtain a fault solution corresponding to the similar fault problem from the preset diagnostic library if the similar fault problem exists in the preset diagnostic library, and apply the fault solution Push to the current terminal to guide the user to resolve the current fault.
  • system fault processing device further includes:
  • a parameter storage module is configured to form a fault parameter data record according to the verified fault parameter, and store the fault parameter data record in the preset diagnosis database, wherein the verified fault parameter includes: a configuration attribute, Alarm attributes, performance index attributes, fault cause attributes, and solution parameters;
  • the solution association module is configured to establish a mapping relationship between the fault parameter and the solution parameter, and store the corresponding mapping relationship in the preset diagnosis database.
  • the fault resolution module 30 includes:
  • a secondary diagnosis unit is configured to obtain secondary interface information of the current terminal, obtain terminal information of the current terminal, and obtain all information in the secondary interface information if a secondary diagnostic instruction triggered by a user is received. Describe the secondary fault parameters of the system being diagnosed;
  • a fault reporting unit configured to report the current fault parameters, fault solutions, terminal information, secondary interface information, and secondary fault parameters to a preset processing end;
  • a secondary push unit configured to push the secondary solution to the terminal when receiving the secondary solution feedback from the preset processing end, and send the secondary fault parameter and the secondary solution A solution is added to the preset diagnostic library.
  • system fault processing device further includes:
  • a reporting module configured to report the fault interface information and current fault parameters to a preset processing end if the similar fault problem does not exist in the preset diagnostic library
  • a push module configured to push the current fault solution to the terminal when receiving the current fault solution feedback from the preset processing end, and add the current fault parameter and the current fault solution to the terminal Preset diagnostic library.
  • the fault resolution module 30 includes:
  • a quantity judging unit configured to obtain the number of similar failure problems if the similar failure problem exists in the preset diagnosis library, and determine whether the number of the problems is unique;
  • a list generating unit is configured to, if the number of the problems is not unique, sort a plurality of related problems among the similar failure problems according to the matching degree between the similar failure problems and the current failure parameters, and generate and display corresponding responses. List of related issues;
  • a problem confirmation unit configured to receive a selection instruction triggered by a user selection operation based on the related problem list, and determine a target failure problem corresponding to the current failure parameter in the related problem list according to the selection instruction;
  • a first pushing unit is configured to obtain a fault solution corresponding to the target fault problem in the preset diagnosis database, and push the fault solution to the current terminal, so as to guide a user to solve the current fault problem.
  • a second push unit if the number of problems is unique, obtain a fault solution corresponding to the similar fault problem in the preset diagnosis library, and push the fault solution to the current terminal to guide the user Solve the current problem.
  • Each module in the above-mentioned system fault processing device corresponds to each step in the embodiment of the above-mentioned system fault processing method, and its functions and implementation processes are not repeated here one by one.
  • an embodiment of the present application further provides a computer-readable storage medium.
  • the computer-readable storage medium of the present application stores computer-readable instructions, wherein the computer-readable storage medium may be a non-volatile readable storage medium, and when the computer-readable instructions are executed by a processor, the implementation is as described above. Steps of the system failure handling method.
  • the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better.
  • Implementation Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium (such as ROM / RAM) as described above. , Magnetic disk, optical disc), including a number of instructions to enable a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in the embodiments of this application.

Abstract

L'invention concerne un procédé de traitement de défaillance de système, un appareil, un dispositif et un support d'informations lisible par ordinateur, le procédé consistant : à acquérir des informations d'interface de défaillance d'un terminal en cours lorsqu'une instruction de diagnostic de défaillance est reçue, et à acquérir des paramètres de défaillance en cours d'un système diagnostiqué dans les informations d'interface de défaillance (S10) ; à mettre en correspondance les paramètres de défaillance en cours avec une bibliothèque de diagnostic prédéfinie, et à déterminer si un problème de défaillance similaire est présent dans la bibliothèque de diagnostic prédéfinie (S20) ; si un problème de défaillance similaire est présent dans la bibliothèque de diagnostic prédéfinie, à acquérir une solution de résolution de défaillance correspondant au problème de défaillance similaire dans la bibliothèque de diagnostic prédéfinie, et à pousser la solution de résolution de défaillance vers le terminal en cours de façon à guider un utilisateur dans la résolution du problème de défaillance en cours (S30). Grâce à la méthode de l'invention, le diagnostic intelligent de défaillances de système et la surveillance en temps réel de défaillances de système sont obtenus afin d'améliorer l'efficacité de diagnostic de défaillances, ce qui permet de résoudre le problème technique de la faiblesse de l'efficacité contre les défaillances de système existantes.
PCT/CN2018/103769 2018-07-18 2018-09-03 Procédé de traitement de défaillance de système, appareil, dispositif et support d'informations WO2020015064A1 (fr)

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CN201810791075.4A CN109726071A (zh) 2018-07-18 2018-07-18 系统故障处理方法、装置、设备及存储介质
CN201810791075.4 2018-07-18

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CN105277224A (zh) * 2014-07-01 2016-01-27 珠海格力电器股份有限公司 一种空调的故障内容显示方法及系统
CN104281526A (zh) * 2014-10-28 2015-01-14 用友软件股份有限公司 故障反馈方法、故障反馈系统和终端
CN106909973A (zh) * 2015-12-17 2017-06-30 北京奇虎科技有限公司 一种车辆故障的处理方法和系统
CN106896804A (zh) * 2017-04-24 2017-06-27 南京越博动力系统股份有限公司 一种纯电动汽车远程监控故障诊断报警系统及方法

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