JP2001306360A - Automated system for coping with computer fault and recording medium having fault coping automation program recorded thereon - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an automated system for coping with a computer fault to automatically perform fault analysis, arrangement of components and maintenance personnel of a computer. SOLUTION: In the automated system for coping with a computer fault, fault information is given from a user computer 10 to a fault analysis system 20 via a communication network 100 when a fault is generated in the user computer 10 or other computers owned by a user and the fault analysis is performed on the basis of the given information. As a result of analysis, information regarding suspected components to be required is given to a component management system 30, the suspected components are arranged and sent to the user's destination. In addition, the fault information and fault analysis result information are transmitted to a maintenance personnel assignment system 40 and the corresponding maintenance personnel are allocated in the maintenance personal assignment system 40. Fault coping instruction information is transmitted to a portable terminal 50 carried by the corresponding maintenance personnel and the maintenance personnel carry out repair of the computer with fault on the basis of the fault coping instruction information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a computer failure handling system, and more particularly to a computer failure handling automation system and a recording medium on which a failure handling automation program is recorded.

[0002]

2. Description of the Related Art Conventionally, when a failure occurs in a user computer, failure information is sent from a user to a service center. At the service center, a person called a dispatcher handles failure analysis of the user computer based on failure information from the user, arrangement of suspect parts necessary for repair, determination of maintenance staff for repair, etc. .

[0003] However, in such a response processing method, a mistake in judgment by a person who performs a failure analysis of a user computer, omission of a suspected part which is deemed necessary for repair and an omission of arrangement when a maintenance engineer is arranged, and an arrangement error are caused. Could have occurred.

[0004]

SUMMARY OF THE INVENTION It is an object of the present invention to solve the above problems by automatically analyzing a computer failure, arranging parts, and arranging maintenance personnel. And a recording medium on which a failure handling automation program is recorded.

[0005]

The computer failure handling automation system of the present invention is a computer failure handling automation system in a server system comprising a user computer, a communication network, and a server computer, wherein a failure has occurred in the user computer. At that time,
Failure analysis means for receiving the failure information of the user computer sent through the communication network and analyzing the failure of the user computer based on the failure information; and, based on the failure analysis result of the failure analysis means, a suspicious part required for the repair service. Parts management means for arranging and sending to the user of the user computer, maintenance staff assigning means for receiving fault information and information on the results of fault analysis, and assigning maintenance staff required for repair service, and assigned maintenance staff The portable terminal includes a portable terminal for maintenance personnel, which displays the failure response instruction information on the portable terminal to be carried out based on the failure information and the information of the result of the failure analysis, and carries the repair of the computer based on the failure response instruction information.

When the failure information of the user computer sent via the communication network cannot be automatically transmitted, the user calls the failure situation to the reception desk at the corresponding base, explains the failure situation, and receives the explanation. It is characterized in that the dispatcher at the reception desk registers the failure information in the failure analysis means based on the failure situation.

Further, in the computer failure handling automation system according to the present invention, in a computer failure handling system in a server system comprising a user computer, a communication network and a server computer, failure analysis is automatically performed based on failure information sent from the user computer. Suspicious parts necessary for the repair service, failure analysis means for creating a failure recovery procedure, and suspicious parts information automatically sent from the failure analysis means to arrange delivery of the suspect parts to the user computer. Parts management means, maintenance personnel assignment means for automatically assigning maintenance personnel based on the failure information sent from the failure analysis means, and failure response instructions automatically sent from the maintenance personnel assignment means, Mobile terminal for maintenance personnel to be displayed on the mobile terminal Characterized in that it has a.

More specifically, as shown in FIG. 1, the computer failure handling automation system of the present invention, when a failure occurs in the user computer 10 or another computer owned by the user, causes the user computer 10 to communicate with the communication network. The failure information is notified to the failure analysis system 20 via 100, and failure analysis is performed based on the notified information. As a result of the analysis, necessary suspected component information is notified to the component management system 30, a suspected component is arranged, and dispatch to the user is performed. Further, the failure information and the failure analysis result information are transmitted to the maintenance staff assignment system 40, and the maintenance staff is assigned to the maintenance staff in the maintenance staff assignment system 40.
The failure handling instruction information is transmitted to the maintenance worker portable terminal 50 carried by the maintenance worker, and the maintenance worker repairs the failed computer based on the failure handling instruction information.

The recording medium on which the failure handling automation program is recorded is a recording medium on which a failure handling automation program is recorded in a server system including a user computer, a communication network, and a server computer. In this case, the failure information of the user computer transmitted via the communication network is received, and a failure analysis procedure for analyzing the failure of the user computer based on the failure information and a result of the failure analysis performed by the failure analysis procedure require a repair service. Parts management procedure for arranging suspected parts and sending them to the user computer user, maintenance personnel assignment procedure to receive failure information and failure analysis result information, and to assign maintenance personnel required for repair service, assignment Mobile terminal carried by a maintenance worker A recording medium for recording a computer readable program for executing a procedure for displaying the failure dealing instruction information from the results of the information broadcast and fault analysis.

[0010] Further, a recording medium on which the failure handling automation program of the present invention is recorded is a recording medium on which a failure handling automation program is recorded in a server system comprising a user computer, a communication network and a server computer. Failure analysis is automatically performed based on the failure information sent, and based on the suspected part information necessary for repair service, failure analysis procedure to create a failure recovery procedure, and suspected part information sent from the failure analysis procedure. A parts management procedure that automatically arranges the delivery of suspected parts to the user computer, a maintenance staff assignment procedure that automatically assigns maintenance personnel based on the failure information sent from the failure analysis procedure, and an automatic maintenance staff assignment procedure Procedure for transmitting a fault response instruction and displaying it on the mobile terminal of the maintenance engineer A recording medium for recording a computer readable program for causing a row.

[0011]

Next, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a block diagram showing a system configuration according to an embodiment of the present invention.

Referring to FIG. 1, an embodiment of a computer failure handling automation system according to the present invention comprises a user computer 10, a failure analysis system 20, a parts management system 30, a maintenance staff assignment system 40, It comprises a mobile terminal for staff 50 and a communication network 100 for interconnecting them.

The user computer 10 is an information processing device such as a personal computer or a workstation. When a failure occurs in the user computer, the user computer 10 automatically switches to the communication network 100.
ID information and the device I of the faulty computer via
It has a function of notifying the failure analysis system 20 of failure information including D information, failure occurrence time, and failure detailed information such as a failure message.

The failure analysis system 20 is an information processing device such as a server computer installed in a computer maintenance company, stores basic failure analysis tools and past failure case information, and automatically stores failure information. It is a system that can be analyzed. The failure analysis system 20 analyzes the failure information of the user transmitted from the user computer 10 via the communication network 100, determines a suspected component required for failure recovery, and creates a recovery work procedure. The information on the identified suspected parts and the like is automatically transmitted to the parts management system 30 via the communication network 100. In addition, information such as the user information and the suspected part is automatically transmitted to the maintenance staff assignment system 40 via the communication network 100.

The parts management system 30 is provided at a parts management center of a computer maintenance company, and manages orders of maintenance parts, inventory, and the like. Failure analysis system 20
Of the suspected parts information and the delivery instruction information of the user information sent from the computer, and automatically arranges for delivering the suspected parts indicated by the delivery instruction information to the place where the faulty computer is installed. The estimated time of arrival, which is information related to delivery, is transmitted to the maintenance staff assignment system 40.

The maintenance staff assignment system 40 is provided in a computer maintenance company, and manages computers in charge of each maintenance staff, user information, work style, current destination information, and the like. A corresponding maintenance person is automatically assigned based on the user's fault information and the like transmitted from the fault analysis system 20. The information, such as a failure response instruction, is transmitted to the maintenance worker mobile terminal 50 carried by the assigned maintenance worker.

The portable terminal for maintenance personnel 50 is an information processing apparatus such as a personal computer which is always carried by each maintenance personnel. In accordance with the failure handling instruction transmitted from the maintenance staff assignment system 40, the maintenance staff goes to the user where the failed computer is installed and restores the failed computer.

Next, the operation of the computer failure handling automation system of the present invention will be described in detail with reference to FIGS. FIG. 2 is a sequence diagram showing a system operation according to an embodiment of the present invention, and FIGS. 3, 4, and 5 are diagrams showing processing information of each block according to the embodiment of the present invention. FIG. 6 is a diagram showing an example of the contents of a failure response instruction displayed on a terminal carried by a response maintenance person.

FIG. 3 shows information to be transferred to the failure analysis system when a failure occurs in the user computer.
4 shows information that the failure analysis system receives the failure information of the user computer and transfers to the parts management system.
(B) shows information that the failure analysis system receives the failure information of the user computer and transfers to the parts management system.

Further, FIG. 4 (c) shows the information in which the parts management system executes the arrangement and delivery processing of the suspected parts from the information of the failure analysis system and transfers the expected parts arrival time to the maintenance personnel assignment system. FIG. 5A is a diagram in which the maintenance staff assignment system selects a corresponding maintenance staff from various information, and FIG. 5B shows the maintenance staff assignment system responding to a failure on a display surface of a terminal carried by the maintenance staff based on various information. The figure which displays and performs instruction is shown.

Referring to FIG. 2, the user computer 1
0 or another computer owned by the user (step A1), the user computer 10
Automatically transmits information on the failure of the failed computer to the failure analysis system 20 via the communication network 100 (step A2). As shown in FIG. 3, the automatically transmitted information includes user ID information B1, device ID information B2 of a failed computer, and failure occurrence time B.
3, detailed information B4 related to a failure such as a failure message. At this time, the failed user computer and the user computer 10 need not be the same computer. If they are not the same, the faulty user computer needs to send fault information to the user computer 10.

The failure analysis system 20 automatically analyzes the information on the failure sent from the user computer 10 and creates a suspected part necessary for failure recovery and a recovery work procedure (step A3). The information created at this time is, as shown in FIG.
Past failure history B5 based on D information B1, device ID information B2 of the failed computer, and address / contact information B of the user destination
6 and the user ID information B1 as shown in FIG.
Device ID information B2 of faulty computer, fault occurrence time B
3. Suspicious part information B7 determined based on detailed information B4 related to the failure such as a failure message and a recovery work procedure B8
It is. The information of the address / person-in-charge information B6 and the suspected part information B7 of the user is transmitted to the parts management system 30 (step A4). Next, user ID information B1, device ID information B2 of a faulty computer, fault occurrence time B3, fault message and other detailed information B4, past fault history B
5, user address / person information B6, suspected part information B
7. Information such as the recovery work procedure B8 is transmitted to the maintenance staff assignment system 40 (step A5).

As shown in FIG. 4C, the parts management system 30 sends the parts to the troubled computer ahead according to the suspected parts information B7 sent from the trouble analysis system 20 and the address / person information B6 of the user. Arrangement B9 and parts delivery instruction B10 are executed (step A6). Next, the scheduled time B11 of parts arrival at the destination of the failed computer is transmitted to the maintenance staff assignment system 30 (step A7).

The maintenance staff assignment system 40 is shown in FIG.
As shown in (a), the user ID information B1 sent from the failure analysis system 20 and the failure computer I
D information B2, past failure history B5, address / person information at user B6, suspected parts information B7, recovery work procedure B8,
Corresponding maintenance staff B12 automatically based on scheduled arrival time B11 etc. and maintenance staff information registered in the maintenance staff assignment system.
Is assigned (step A8). Failure response instruction information B13, user ID information B1, device ID information B2 of failure computer, failure occurrence time B3, failure message and other detailed information B4 to the maintenance personnel portable terminal 50 of the assigned maintenance worker B12, The failure history information B5, the user address / person information B6, the suspected part information B7, the recovery work procedure B8, and the scheduled part arrival time B11 are transmitted (step A9, FIG. 5B). Maintenance staff mobile terminal 5
0 based on the information such as the failure response instruction information B13 sent to the failure computer (step A1).
0). At this time, the screen information of the mobile terminal for maintenance personnel 50 is shown in FIG.
Is shown in

As shown in FIG. 6, the portable terminal 50 for maintenance personnel
, A user name, a faulty device name, a fault occurrence time, fault details, a user's address, a person in charge, a suspected part, a scheduled part arrival time, and the like are displayed. Also, failure history, recovery work procedures,
The map or the like is a selection button, and detailed information can be displayed by clicking the selection button. In accordance with the recovery work procedure B8 in the information displayed as the failure response instruction information B13, the response maintenance person B12 repairs the failed computer (step A11).

Next, a second embodiment of the present invention will be described with reference to FIG. The second embodiment of the present invention is a case where the user computer 10 does not have a function of automatically notifying a failure. In this case, the failure analysis system 2 is transmitted from the user computer 10 via the communication network 100.
This embodiment differs from the first embodiment in that transmission to the user cannot be automatically performed, and the user and the dispatcher who handles the user during this period are involved.

Therefore, when a failure occurs in the user computer (step C1), the user calls the failure situation to the corresponding base and explains the failure situation (step C1).
2). The dispatcher who received the explanation is the user ID information B
1. The failure ID information B2 of the failed computer, failure occurrence time B3, and failure detailed information B4 such as a failure message are registered in the failure analysis system 20 (step C3 in FIG. 5). The processing after the failure analysis system 20 is the same as in the first embodiment, and a description thereof will be omitted.

Next, a recording medium on which the failure handling automation program of the present invention is recorded will be described with reference to the drawings.
FIG. 8 is a networked computer system that executes a failure response automation program.

Referring to FIG. 8, a computer failure handling automation system according to the present invention comprises a user computer 10 including a personal computer and a workstation.
And a server computer 6 installed in a computer maintenance company including a recording medium on which the failure analysis program 640 is recorded and a medium on which the maintenance staff assignment program 650 is recorded.
0, a part management computer 70 including a medium storing the parts management program 710 and installed in a parts management center of a computer maintenance company, a maintenance worker's portable terminal 50, and a communication network 100 interconnecting these parts. .

When a failure occurs in the user computer 10, the user computer 10 automatically transmits the user ID information, the device ID information of the failed computer, the failure occurrence time, and the failure message such as a failure message via the communication network 100. The failure information including the detailed information is transmitted to the server computer 60.

The server computer 60 executes the failure analysis program 640, and uses the failure information as input data, such as basic failure analysis tools 610 and user information 620 stored in the server computer 60 and past failure case information 630 and the like. Analyze failure information automatically by database. The failure analysis program 640 analyzes the user's failure information sent from the user computer 10, determines a suspected part necessary for failure recovery, and creates a recovery work procedure. The information on the suspected parts and the like determined is transmitted to the parts management computer 70 by the communication network 100.
Automatically send via. The user information 620 and the suspected part information are automatically transmitted to the maintenance staff assignment program 650 as input data.

The parts management computer 70 manages the order of maintenance parts, manages inventory, etc., executes the parts management program 710, and sends the delivery information of suspected parts information and user information obtained by executing the failure analysis program. As input data, an arrangement is automatically made for delivering the suspected part indicated by the delivery instruction information to the place where the faulty computer is installed. Further, it calculates the estimated arrival time and the like, which are information on the delivery.

The server computer 60 executes the maintenance staff assignment program 650, and manages the computer in charge of each maintenance staff, user information, work style, current destination information, and the like, and obtains the execution result of the failure analysis program. Automatically assigns maintenance personnel based on user failure information. The information, such as a failure response instruction, is transmitted to the maintenance worker mobile terminal 50 carried by the assigned maintenance worker.

The portable terminal 50 for maintenance personnel is an information processing device such as a personal computer which is always carried by each maintenance personnel. The maintenance staff obtains the execution result of the maintenance staff assignment program and follows the fault handling instruction displayed on the mobile terminal for maintenance staff 50 to recover to the faulty computer toward the user where the faulty computer is installed.

Note that the configuration of the computer failure handling automation system described above is an example, and is not limited to the above system configuration.

[0036]

First, by automatically arranging suspected parts and maintenance personnel, it is possible to reduce loss time caused by human judgment, prevent erroneous communication, and prevent omission of communication, thereby shortening the time required to recover a computer from a failure. There is.

Second, there is an effect that a maintenance work error can be prevented by automatically transmitting the recovery work procedure information according to the contents of the failure to the maintenance staff by the failure analysis system.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a system configuration according to an embodiment of the present invention.

FIG. 2 is a sequence diagram showing a system operation according to an embodiment of the present invention.

FIG. 3 shows information transferred when a failure occurs in a user computer.

FIG. 4A shows information that the failure analysis system receives the failure information of the user computer and transfers it to the parts management system, and FIG. 4B shows that the failure analysis system receives the failure information of the user computer and sends the information to the parts management system. Indicates the information to be transferred. (C) shows information for the component management system to execute the arrangement and delivery processing of the suspected component from the information of the failure analysis system and to transfer the scheduled component arrival time to the maintenance personnel assignment system.

FIG. 5 (a) shows a diagram in which the maintenance staff assignment system selects a corresponding maintenance staff from various information, and FIG. 5 (b) shows a display surface of a terminal carried by the maintenance staff by the maintenance staff assignment system from various information. Shows a diagram for displaying and executing a failure handling instruction.

FIG. 6 is a diagram showing an example of the content of a failure response instruction displayed on a terminal carried by a response maintenance person.

FIG. 7 is a sequence diagram showing a system operation according to another embodiment of the present invention.

FIG. 8 is a diagram showing a networked computer system that executes the failure handling automation program of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 User computer 20 Failure analysis system 30 Parts management system 40 Maintenance staff assignment system 50 Mobile terminal for maintenance staff carried by maintenance personnel 60 Server computer 70 Parts management computer 100 Communication network 610 Analysis tool 620 User information database 630 Past history information database 640 Failure analysis program 650 Maintenance staff assignment program 710 Parts management program

Continued on the front page (72) Inventor Shinji Honda 4-4-2, Mita, Minato-ku, Tokyo F-Term in NEC Field Service Co., Ltd. 5B042 GA12 GC08 GC10 JJ02 KK12 KK13 KK17 LA20 NN54 5B049 CC00 GG02

Claims (6)

[Claims] 1. A computer failure handling automation system in a server system including a user computer, a communication network, and a server computer, wherein the user is sent via the communication network when a failure occurs in the user computer. Failure analysis means for receiving failure information of a computer and analyzing the failure of the user computer based on the failure information; and arranging a suspected part required for a repair service based on a failure analysis result of the failure analysis means; Parts management means to be sent to the user of the computer; maintenance staff assigning means for receiving the failure information and the information of the result of the failure analysis and allocating a corresponding maintenance worker required for a repair service; The mobile terminal stores the fault information and information on the result of the fault analysis. Display failure handling instruction information from, and computer failures corresponding automation system having a mobile terminal for maintenance personnel the portable to the maintenance personnel for repair of the computer based on the failure dealing instruction information. 2. When the failure information of the user computer sent via the communication network cannot be automatically transmitted, the user calls the failure situation to a reception desk of a corresponding base, explains the failure situation, and explains the situation. 2. The system according to claim 1, wherein the dispatcher of the reception desk registers the failure information in the failure analysis means based on the failure situation.
Computer failure response automation system as described. 3. A computer failure handling system in a server system comprising a user computer, a communication network, and a server computer, wherein a failure analysis is automatically performed based on failure information sent from the user computer, and necessary for a repair service. Suspicious parts information, failure analysis means for creating a failure recovery procedure, parts management means for automatically arranging delivery of the suspect parts to the user computer based on the suspect parts information sent from the failure analysis means, A maintenance staff assigning means for automatically assigning maintenance personnel based on the failure information sent from the failure analysis means, and a failure handling instruction is automatically transmitted from the maintenance staff assigning means and displayed on a mobile terminal of the corresponding maintenance staff. And a portable terminal for maintenance personnel carried by maintenance personnel. Yuta failure corresponding automation system. 4. A recording medium for recording a failure handling automation program in a server system comprising a user computer, a communication network, and a server computer, wherein when a failure occurs in the user computer, the recording medium is transmitted via the communication network. A failure analysis procedure for receiving the failure information of the user computer sent and analyzing the failure of the user computer based on the failure information, and arranging a suspected part required for a repair service from a result of the failure analysis by the failure analysis procedure. A parts management procedure to be sent to the user of the user computer, a maintenance staff assignment procedure for receiving the fault information and information on the result of the fault analysis, and assigning a corresponding maintenance staff required for a repair service; and The failure information and the failure analysis are stored on the mobile terminal carried by the worker. And a recording medium storing a computer-readable failure response automation program for causing the computer to execute the procedure. 5. When the fault information of the user computer sent via the communication network cannot be automatically transmitted, the user calls the fault status to a reception desk of the corresponding base, explains the fault status, and explains the fault status. 5. The system according to claim 4, wherein the dispatcher of the reception desk registers the failure information in the failure analysis procedure based on the failure situation.
A recording medium on which the described failure handling automation program is recorded. 6. A recording medium recording a failure handling automation program in a server system including a user computer, a communication network, and a server computer, wherein failure analysis is automatically performed based on failure information sent from the user computer. Suspicious parts information required for the repair service, a failure analysis procedure for creating a failure recovery procedure, and automatically delivering the suspect parts to the user computer based on the suspicious parts information sent from the failure analysis procedure. Parts management procedures to be arranged, maintenance personnel assignment procedures to automatically assign maintenance personnel based on the failure information sent from the failure analysis procedures, and automatic transmission of failure response instructions from the maintenance staff assignment procedures to support maintenance Instructions to display on employee's mobile device and computer readable to execute A recording medium recording a failure handling automation program.