CN117829464A

CN117829464A - Business object management method, system, electronic equipment and storage medium

Info

Publication number: CN117829464A
Application number: CN202311695769.5A
Authority: CN
Inventors: 王金龙; 朱道彦; 韩杰; 杨春晖
Original assignee: Hainan Qiantang Shilian Information Technology Co ltd
Current assignee: Hainan Qiantang Shilian Information Technology Co ltd
Priority date: 2023-12-11
Filing date: 2023-12-11
Publication date: 2024-04-05

Abstract

The embodiment of the invention provides a method and a system for managing business objects, which are applied to a server, wherein the method comprises the following steps: acquiring fault information of a service object; repairing the business object according to the fault information to obtain repairing result information; generating a fault feedback signaling according to the repair result information; responding to the triggering operation aiming at the fault feedback signaling, and acquiring the fault feedback content of the fault work order of the service object; and managing the fault work order according to the fault feedback content. According to the embodiment of the invention, the transparency of the whole repair process is increased by obtaining the repair result information. The method can clearly know the repairing steps, decisions and effects, so that the states of the business objects and the fault worksheets can be better mastered. The method is beneficial to improving the cooperation and communication between the user and maintainer of the business object, reduces possible misunderstanding and unnecessary communication barriers and promotes the cooperation relationship.

Description

Business object management method, system, electronic equipment and storage medium

Technical Field

The present invention relates to the field of data processing technologies, and in particular, to a method for managing a service object, a system for managing a service object, an electronic device, and a computer readable storage medium.

Background

In the current fault repair schemes of business objects such as products, systems and the like, faults are usually detected in time through a system monitoring tool, user feedback or an automatic alarm system. Once the fault is confirmed, the user of the business object or a system administrator may submit a fault report to notify technical support personnel. Phenomena and effects of faults, etc. can be described in detail in the fault report. Next, technical support personnel develop fault diagnosis work to determine the specific cause of the fault. Subsequently, the fault is subjected to a repair process to solve the problem.

However, after the fault repairing process is finished, the fault repairing scheme is ended immediately, and each fault repairing is only one-time emergency repairing, so that management assistance cannot be provided for the business object.

Disclosure of Invention

In view of the foregoing, embodiments of the present invention have been made to provide a business object management method, a business object management system, and an electronic device and a computer-readable storage medium that overcome or at least partially solve the foregoing problems.

In order to solve the above problems, an embodiment of the present invention discloses a method for managing a service object, which is applied to a server, and the method includes: acquiring fault information of a service object; repairing the business object according to the fault information to obtain repairing result information; generating a fault feedback signaling according to the repair result information; responding to the triggering operation aiming at the fault feedback signaling, and acquiring the fault feedback content of the fault work order of the service object; and managing the fault work order according to the fault feedback content.

Optionally, the responding to the triggering operation for the fault feedback signaling obtains the fault feedback content of the fault work order of the service object, including: and responding to the feedback operation of the user for the fault feedback signaling, and acquiring fault repair result acceptance information of the fault work order.

Optionally, the managing the fault worksheet according to the fault feedback content includes: and if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order, changing the state of the fault work order into a closed state.

Optionally, if the failure repair result acceptance information indicates that the user accepts the repair processing result of the failure work order, changing the state of the failure work order to the closed state includes: if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is to be changed, changing the state of the fault work order into a solution state; after the version of the service object is changed and the service object operates normally, changing the state of the fault work order from the in-solution state to the closed state; if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is not changed, the state of the fault work order is directly changed into a closed state.

Optionally, the responding to the triggering operation for the fault feedback signaling obtains the fault feedback content of the fault work order of the service object, including: and responding to the evaluation operation of the user for the fault feedback signaling, and acquiring the fault repair result evaluation information of the fault work order.

Optionally, the managing the fault worksheet according to the fault feedback content includes: and carrying out analysis statistics on the fault work order according to the fault repair result evaluation information and carrying out data display.

Optionally, the method further comprises: inquiring the historical fault work orders of the business objects according to the inquiry conditions; wherein the query condition includes at least one of: time, category, score, satisfaction, attitude, age.

The embodiment of the invention also discloses a management system of the business object, which is applied to the server and comprises the following steps: the fault information acquisition module is used for acquiring fault information of the service object; the business object repairing module is used for repairing the business object according to the fault information to obtain repairing result information; the fault feedback signaling generation module is used for generating a fault feedback signaling according to the repair result information; the fault feedback content acquisition module is used for responding to the triggering operation of the fault feedback signaling and acquiring the fault feedback content of the fault work order of the service object; and the fault work order management module is used for managing the fault work order according to the fault feedback content.

Optionally, the fault feedback content obtaining module is configured to obtain fault repair result acceptance information of the fault work order in response to a feedback operation of a user on the fault feedback signaling.

Optionally, the fault worksheet management module includes: and the work order state modifying module is used for modifying the state of the fault work order into a closed state if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order.

Optionally, the work order state modifying module is configured to modify the state of the fault work order into a solution state if the fault repair result receiving information indicates that the user receives a repair processing result of the fault work order and the version of the service object is to be changed; after the version of the service object is changed and the service object operates normally, changing the state of the fault work order from the in-solution state to the closed state; if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is not changed, the state of the fault work order is directly changed into a closed state.

Optionally, the failure feedback content obtaining module is configured to obtain failure repair result evaluation information of the failure work order in response to an evaluation operation of a user on the failure feedback signaling.

Optionally, the fault worksheet management module includes: and the analysis and statistics display module is used for carrying out analysis and statistics on the fault work orders and carrying out data display according to the fault repair result evaluation information.

Optionally, the system further comprises: the work order query module is used for querying the historical fault work order of the business object according to query conditions; wherein the query condition includes at least one of: time, category, score, satisfaction, attitude, age.

The embodiment of the invention also discloses an electronic device, which comprises: one or more processors; and one or more machine readable media having instructions stored thereon that, when executed by the one or more processors, cause the electronic device to perform the method of managing business objects as described above.

The embodiment of the invention also discloses a computer readable storage medium, which stores a computer program for causing a processor to execute the business object management method.

The embodiment of the invention has the following advantages:

the management scheme of the business object provided by the embodiment of the invention is applied to the server. The server obtains the fault information of the service object, and repairs the service object according to the fault information to obtain repair result information. And generating fault feedback signaling according to the repair result information. And responding to the triggering operation aiming at the fault feedback signaling, acquiring the fault feedback content of the fault work order of the service object, and further managing the fault work order according to the fault feedback content.

The embodiment of the invention improves the response speed to the faults through the standard fault feedback flow and ordered work order management. The regular flow and management will reduce confusion and information loss, ensuring timely and effective handling of fault conditions. By obtaining the repair result information, the transparency of the whole repair process is increased. The method can clearly know the repairing steps, decisions and effects, so that the states of the business objects and the fault worksheets can be better mastered. The standard fault feedback flow and the job management are beneficial to improving the cooperation and communication between the user and the maintainer of the business object, reducing possible misunderstanding and unnecessary communication barriers and promoting the cooperation relationship. The efficient fault response and transparent repair process helps to promote stability of the business object. And the time-effective fault processing can reduce the downtime of the business object and reduce the risk of business interruption.

Drawings

FIG. 1 is a flow chart of steps of a method for managing business objects according to an embodiment of the present invention;

FIG. 2 is a schematic flow chart of a business object fault repair and analysis scheme according to an embodiment of the present invention;

FIG. 3 is a flow chart of steps of a business object failover and analysis scheme in accordance with an embodiment of the present invention;

fig. 4 is a block diagram of a business object management system according to an embodiment of the present invention.

Detailed Description

In order that the above-recited objects, features and advantages of the present invention will become more readily apparent, a more particular description of the invention will be rendered by reference to the appended drawings and appended detailed description.

The management scheme of the business object provided by the embodiment of the invention aims to improve the efficiency and quality of the fault repair of the business object such as products, systems and the like. The management scheme aims at establishing an efficient, transparent and collaborative fault restoration ecological system through a standard fault feedback flow and orderly work order management.

The management scheme ensures that fault information can be timely acquired and transmitted to a technical support team through an explicit fault reporting process. Users or system administrators of the business objects can submit fault reports through a standard repair system, fault information and the like describing the phenomena and influences of faults in detail can be carried in the fault reports, uncertainty of fault information transmission is eliminated, technical support teams can know the nature of the faults more rapidly, and powerful support is provided for subsequent diagnosis and repair work.

The management scheme emphasizes detailed diagnosis work on faults and ensures that technical support staff can more accurately determine specific reasons of the faults. Through log analysis, real-time monitoring and related test means, the problems can be positioned more rapidly, and a targeted guide is provided for the repair operation. The method has the key effects of improving the fault repairing efficiency and reducing the time of the service object in the fault state, thereby reducing the influence on the service and the user.

The management scheme emphasizes transparency of the repair process by recording and managing repair result information. The detailed record of the repair result information is helpful for establishing a traceable repair history, and the steps, decisions and effects of repair can be clearly known, so that empirical support is better provided for future fault repair.

Meanwhile, a standard fault feedback and management flow is established by generating a fault feedback signaling and orderly work order management, timely feedback to users or related teams is ensured, and meanwhile, an orderly mode is provided for managing the fault work order, thereby being beneficial to reducing confusion and improving work efficiency and being capable of completing each stage of fault repair more orderly.

Referring to fig. 1, a flowchart of steps of a method for managing business objects according to an embodiment of the present invention is shown. The business object management method is applied to the server. The server may be a server running the business object or a server providing technical support for running the business object. The business object management method specifically comprises the following steps:

and step 101, acquiring fault information of the service object.

In the embodiment of the present invention, in step 101, a key task is to timely and accurately acquire fault information of a service object. In the actual application process, a system monitoring tool can be used for monitoring the business object in real time so as to discover faults in time. Feedback from the user may also be collected to learn about problems and experiences encountered when using business objects. Or, an automatic alarm system is set to monitor key indexes in the business object, and an alarm is triggered once a fault is found.

Illustrating: suppose that the payment system of a certain e-commerce platform fails. In this case, step 101 may obtain the fault information by monitoring transaction success rate of the payment system, user payment feedback, and alarm information of the automated alarm system. If the monitoring shows that the success rate of the transaction suddenly drops, a large number of complaints of payment failure occur in user feedback, and meanwhile, the alarm system gives out an alarm of overtime of the payment interface, and the information forms comprehensive fault information.

Fault information refers to information generated when a problem or abnormality occurs in a business object (e.g., product, system, etc.), and is critical for diagnosing, locating, and solving the fault. The failure information typically contains aspects of content to provide sufficient context and detailed information in the event of a business object failure. Generally, fault information may include, but is not limited to: the time stamp of the occurrence of the fault and the possible time range are recorded. The description of the fault by the user or system administrator includes specific problems and anomalies that occur. The impact of a fault on business object functionality and performance, and the extent of the impact, is described. And recording environment information such as an operating system, hardware configuration, network state and the like when the fault occurs. System logs, application logs, and error messages associated with the faults are collected. The frequency of occurrence of the fault and the specific steps of the recurrence of the fault are described. Configuration information of the business object, such as version number, parameter setting and the like, is recorded. Performance metrics and system resource utilization during failures are collected. And recording related events before and after the occurrence of the fault, such as system updating, configuration changing and the like. And recording the operation and input information of the user when the fault occurs. If a monitoring system or an alarm system exists, relevant monitoring information and alarm records are collected.

Taking an online e-commerce platform as an example, if a user encounters a problem of payment failure during settlement, the failure information may include an order number, a payment time, a payment amount of the user, an error code and an error message of a payment system, and meanwhile, log records of the payment system, relevant configuration information (such as a payment interface version, merchant configuration, etc.), current performance indexes and relevant events (such as system update, payment interface upgrade, etc.) before and after the failure need to be collected.

And 102, repairing the service object according to the fault information to obtain repairing result information.

In the embodiment of the present invention, step 102 is a key step of repairing the business object on the basis of obtaining the fault information. This step requires careful analysis and localization of the fault and then appropriate repair measures are taken. And repairing the service object rapidly and effectively according to the fault information to enable the service object to recover the normal operation state. In the actual application process, the fault information is analyzed, and the specific cause and influence of the fault are determined. Taking corresponding repair measures may include code modification, system configuration adjustment, database repair, or the like. And comprehensively testing the repaired business object to ensure the effectiveness of the repair operation.

Illustrating: continuing with the example of a payment system failure, assume that the failure diagnosis findings are due to a logical error in the payment interface code causing a payment timeout. In step 102, logic problems in the code may be repaired, and corresponding test verification is performed to ensure normal operation of the payment interface. After repair, the payment system should be able to complete the transaction in a reasonable time, thus addressing the original failure.

And step 103, generating a fault feedback signaling according to the repair result information.

In an embodiment of the present invention, in step 103, fault feedback signaling is generated according to the repair result information. The purpose of this step is to communicate the repair status to the user or team in time, provide transparency, and initiate subsequent fault management procedures. In the actual application process, explicit and timely feedback of the repair situation is provided for users or related teams. And generating a fault feedback signaling containing the repair condition according to the repair result information. Ensuring that the fault feedback signaling clearly and unequivocally conveys the outcome of the repair, the actions taken and possible effects. And timely notifying the fault feedback signaling to related parties, including users, customer service teams and the like.

Illustrating: after repair of the payment system, the team generates a fault feedback signaling, wherein the repair situation of the payment system is explicitly described, including repair operations, repaired system status, and possible impact on the user. This signaling may be sent to the user's transaction page or by the customer service team informing the relevant user that the payment system has been restored to normal operation.

And 104, responding to the triggering operation aiming at the fault feedback signaling, and acquiring the fault feedback content of the fault work order of the service object.

In the embodiment of the present invention, the objective of step 104 is to input the acceptance condition and evaluation condition for the fault repair result, etc. by performing the trigger operation on the fault feedback signaling by the user. This step emphasizes the active participation of the user to obtain more direct feedback information. In the actual application process, the user executes triggering operation on the fault feedback signaling, and the receiving condition and the evaluating condition of the fault repairing result are actively input. An interface or manner of user-triggered operation may be provided so that the user can conveniently input feedback information. And the user inputs the acceptance condition of the fault repair result and confirms whether the fault of the service object is received and solved. The user provides an assessment of the fault repair results, including satisfaction, where improvements are suggested, etc.

Illustrating: after the fault of the payment system is repaired, the user receives a corresponding fault feedback signaling, wherein the fault feedback signaling comprises a link or a button, and the user can click or operate to provide fault feedback content. After clicking the link, the user is guided to input acceptance conditions, such as whether the payment system is operating normally, and an evaluation box is provided in which the user can input an evaluation of the repair result, such as "the payment speed is significantly improved, very satisfied-! ". The user input will be directly part of the malfunctioning work order, helping to get a more comprehensive understanding of the user's feedback.

And 105, managing the fault worksheet according to the fault feedback content.

In the embodiment of the present invention, step 105 emphasizes that the faulty work order is managed according to the receiving condition and the evaluating condition input by the user, including the recording of the receiving condition and the evaluating condition, and is considered in the work order management flow. This step aims at better integrating the user feedback and facilitating the interaction of technical support personnel and users. In the practical application process, the acceptance condition and the evaluation condition of user input are integrated, and the information is ensured to be part of a fault work order. And according to the evaluation, the suggestion and the like of the user, the fault worker single management flow is continuously optimized, and the overall efficiency and the quality are improved.

Illustrating: after the payment system is subjected to fault restoration, the fault worksheet can obtain the acceptance condition and the evaluation condition of user input. Such information may be viewed in the work order system. The status of the faulty work order may be updated to "user confirm payment system is functioning properly", and the evaluation is recorded in the relevant field of the faulty work order. This process ensures a more comprehensive understanding of the user's feedback, providing strong support for subsequent learning and improvement.

In an exemplary embodiment of the present invention, in response to a triggering operation for the fault feedback signaling, an implementation manner of obtaining the fault feedback content of the fault work order of the service object is to obtain fault repair result acceptance information of the fault work order in response to a feedback operation for the fault feedback signaling by a user.

In this embodiment, fault feedback signaling is sent to the user and directs the user to perform a particular feedback operation. After performing these feedback operations, the user may input acceptance information regarding the result of the fault repair, expressing a opinion or opinion as to whether the fault was resolved. The fault repair result acceptance information is recorded in a fault work order and becomes an important basis for a team to know user feedback. In the actual application process, the user receives a notification containing a fault feedback link or button and clicks the link or button to respond. The user is guided to perform specific feedback operations such as filling out a form, selecting satisfaction, etc. In the feedback operation, the user inputs acceptance information on the result of the fault repair, expressing a opinion as to whether the fault is resolved.

Illustrating: assuming that a user of an online service platform encounters a problem of inability to log in during use, the system monitors the fault and automatically generates a fault work order. After the fault is resolved, the user receives a notification containing a fault feedback link. After the user clicks the link, the system guides the user to fill in a simple form, inquires whether they can successfully log in and accept the fault repair result. The user selects "successfully logged in" in the form and gives an opinion of accepting the repair result. This information is recorded in the trouble ticket.

The user opinion in real time is provided by the user active feedback mode in the embodiment of the invention. By guiding user participation, a more direct, more realistic user feedback is obtained, rather than relying solely on an automated monitoring system. Active participation and feedback of the user helps to improve the user experience. By knowing the user's opinion of the repair effect, business objects can be more quickly adjusted and improved, thereby increasing user satisfaction. The specific acceptance information provided by the user can reflect whether the problem is really solved or not more accurately, and is very important for timely adjusting and optimizing the repair scheme. A direct user communication channel is established. The acceptance of users will become an important reference for technical support personnel improvement, helping to build better products and services.

In an exemplary embodiment of the present invention, an implementation manner of managing the fault worksheet according to the fault feedback content is to change the state of the fault worksheet to the closed state if the fault repair result receiving information indicates that the user receives the repair processing result of the fault worksheet.

In this embodiment, whether to close the relevant fault work order is automatically determined according to the fault repair result acceptance information provided by the user. If the user indicates that the repair processing result is accepted, the corresponding fault work order state is changed into the closed state, otherwise, the current state is kept continuously, the efficiency is improved, and the manual intervention is reduced. In the actual application process, fault repair result receiving information provided by a user is obtained, and whether the user receives the repair processing result is confirmed. And judging whether the fault work order should be closed or not according to the acceptance information. If the user receives the repair processing result, the corresponding fault work order state is automatically changed into closed state, and a notification is sent to the user to inform that the fault work order is closed and thank the user for feedback.

Illustrating: in an online service platform, a user feeds back a problem that a file cannot be uploaded. After the technical support personnel solve the problem, the background system automatically sends a feedback request of fault repair result acceptance information to the user. The user indicates that the file has been successfully uploaded in the feedback operation and is satisfied with the repair result. The background system automatically judges that the user has accepted the repair processing result and automatically changes the fault work order state related to the problem into closed state. The user is then notified that the failed worksheet has been successfully closed.

According to the embodiment of the invention, the user acceptance condition is automatically judged, the fault work order is closed, the need of manual intervention is reduced, and the fault processing efficiency is improved. The user is satisfied after the fault is solved, and the fault work order is closed in time, so that the user satisfaction degree is improved, and the trust feeling of the user on the service is enhanced. The automatic closing of the fault worksheet avoids omission or delay caused by manual operation. Timely closing of the faulty work order means that the problem has been solved, helping to maintain the cleanliness and accuracy of the system. The automatic change of the fault work order state improves the transparency of the fault processing process, so that the feedback of a user on the repair result can be quickly known, and the subsequent optimization work can be timely performed.

In an exemplary embodiment of the present invention, if the failure repair result acceptance information indicates that the user accepts the repair result of the failure work order, one implementation manner of changing the state of the failure work order to the closed state is to change the state of the failure work order to the solving state if the failure repair result acceptance information indicates that the user accepts the repair result of the failure work order and the version of the business object is to be changed. And after the version of the business object is changed and the business object operates normally, changing the state of the fault work order from the in-solution state to the off state. If the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is not changed, the state of the fault work order is directly changed into a closed state.

The implementation mode flexibly adjusts the state of the fault work order according to the fault restoration result receiving information, the version change condition of the service object and the running state of the service object. Specifically, when the user receives the repair processing result, whether the version of the service object is changed or not and the running state of the current service object are considered, so that flexibility is maintained in the process of solving the problem. In the actual application process, judging whether the user accepts the repair processing result according to the fault repair result acceptance information provided by the user. And if the version of the business object is to be changed, changing the fault work order state into a solution state. After the version of the business object is changed, the running state of the business object is checked. And if the operation is normal, changing the status of the fault work order from the in-solution status to the off status. If the version of the business object is not changed, the state of the fault work order is directly changed into a closed state.

Illustrating: in a commodity searching unit of an electronic commerce platform, a user reports a failure concerning commodity searching. The background system generates a fault work order and automatically sends a feedback request of fault repair result acceptance information to a user after fault repair. The user indicates in a feedback operation that the article has been successfully searched. The background system checks whether the version of the commodity searching unit needs to be changed, and if so, the fault work order state is changed into the solving state. And then, after the version of the commodity searching unit is changed, checking the running state of the commodity searching unit, and if the running state is normal, changing the fault work order state from solving to closing. If the version of the commodity searching unit does not need to be changed, the state of the fault work order is directly changed into closed state.

The embodiment of the invention can be more flexibly adapted to the iterative update of the service object by considering the change condition of the version of the service object, and ensures that the state of the fault work order accurately reflects the current service state. When the business object version is changed and operates normally, the fault work order state is changed from the solving state to the closing state, so that the solved problem is ensured to be closed in time, and the suspended fault work order is reduced. And under the condition that the version does not need to be changed, the fault work order is directly closed, so that unnecessary intermediate states are reduced, and the operation and maintenance efficiency is improved.

In an exemplary embodiment of the present invention, in response to a triggering operation for the fault feedback signaling, one implementation manner of obtaining the fault feedback content of the fault work order of the service object is to obtain the fault repair result evaluation information of the fault work order in response to an evaluation operation for the fault feedback signaling by a user.

In this embodiment, the failure repair result evaluation information of the failure work order is obtained by responding to the evaluation operation of the failure feedback signaling by the user. The user's evaluation will be recorded in the faulty work order as part of the user's evaluation of the repair effect. The importance of user engagement in the assessment is emphasized to more fully understand the user's feedback. In the actual application process, after receiving the fault feedback signaling, the user provides a triggering mode of evaluation operation, such as links, buttons and the like. The user provides evaluation information on the result of the fault repair, including satisfaction, places where improvement is suggested, and the like, through the evaluation operation. And acquiring evaluation information of the user and associating the evaluation information with the corresponding fault work order. The trouble ticket is updated and user-provided rating information is recorded.

Illustrating: in an online social platform, a user feeds back a failure that cannot upload a picture. The background system generates a fault work order and automatically sends a feedback request for evaluating fault repair results to a user after repairing the fault. The user indicates that the picture has been successfully uploaded in the evaluation operation and gives a satisfactory evaluation. The background system acquires the evaluation information of the user and records the evaluation information on the corresponding fault work order.

The embodiment of the invention obtains more comprehensive and finer user feedback, including the aspects of user satisfaction and advice improvement, by guiding the user to provide the evaluation of the repair result. The user participates in the feedback flow through evaluation operation, perceives that own opinion is valued, and improves the participation feeling and satisfaction of the user on the service. The evaluation information of the user is helpful for technical support staff to know the repairing effect more accurately, possible problem points are found out, and subsequent optimization is carried out in a targeted manner. Recording the evaluation information of the user provides powerful support for the study of technicians, and the fault repairing flow and scheme can be continuously improved according to the feedback of the user.

In an exemplary embodiment of the present invention, an implementation manner of managing the fault worksheet according to the fault feedback content is to analyze, count and display data of the fault worksheet according to the fault repair result evaluation information.

In this embodiment, analysis and statistics are performed on the failure repair result evaluation information, so that the analysis and statistics result is displayed in a visual form. The management of the faulty work orders emphasizes the systematic analysis of the user's assessment information to learn the user's feedback from a more macroscopic perspective, mine potential problems, and provide powerful support for decisions. In the actual application process, failure repair result evaluation information provided by a user is collected, wherein the failure repair result evaluation information comprises satisfaction degree, places for suggesting improvement and the like. And carrying out systematic analysis and statistics on the evaluation information, wherein the analysis and statistics comprise common problems, satisfaction distribution, trends and the like. And displaying the analysis statistical result in an intuitive way, such as a chart, a report and the like. Potential problem points are identified by analysis results, which aspects need improvement and optimization. And providing analysis reports and statistical results, providing targeted support for technical team decisions, and promoting continuous improvement.

Illustrating: suppose that a user of an e-commerce platform feeds back a fault that occurred during the order payment process. The background system collects fault repair result evaluation information provided by a user, including evaluation in aspects of payment speed, payment success rate and the like. By analyzing and counting the evaluation information, the background system finds that the problem of low payment speed in a certain time period is more remarkable, the user satisfaction is relatively low, and the occurrence frequency of the fault is high in data display. These analysis results become the basis for making decisions on the e-commerce platform.

According to the embodiment of the invention, through analysis and statistics of the evaluation information and data display, the satisfaction degree of a user on fault repair can be comprehensively known, faults with lower satisfaction degree are identified, and an improved direction is provided for a service object. The statistical analysis can accurately position the feedback problem of the user in the fault repairing process, and more accurately find out potential defects or user experience problems. The analysis statistical result can be displayed more intuitively to show the requirements and the relevant points of the user for fault restoration, so that the business objects and the fault restoration service are improved more specifically. The analysis statistical result provides a powerful basis for the decision of the technicians, helps the technicians to make a more scientific improvement plan, and improves the efficiency.

In an exemplary embodiment of the present invention, a historical failure worksheet of a business object is queried according to query conditions. Wherein the query condition comprises at least one of: time, category, score, satisfaction, attitude, age.

This embodiment allows a user to query a historical failure worksheet of a business object according to specific query conditions. A technician can obtain a historical fault work order list with a specific range or specific attribute by setting different conditions so as to further know the occurrence of faults, the solving process and the feedback condition of a user. In the actual application process, the technician sets the query conditions, which can be time range, fault category, score and the like. And inquiring the historical fault work orders according to the set inquiring conditions. The query results are displayed in a list or chart form and contain detailed information of the fault worksheets meeting the conditions. And the query result can be selectively exported for analysis, so that the trend and the rule of the historical fault are known.

Illustrating: in an online service platform, a background system provides a historical fault work order query function. The technician wishes to view the failed worksheet for the user login problem over the past month. The technician sets query conditions including time frame (one month ago) and fault category (user login problem). The background system queries historical fault worksheets according to the conditions and displays all worksheets meeting the conditions, including detailed information such as fault occurrence time, solution time, scoring and the like.

According to the embodiment of the invention, technicians can query the historical fault worksheet according to the time condition, know the occurrence trend of the fault problem, and help to timely cope with the potential problem. And the method can also query according to the fault types to know the fault occurrence conditions of different types and provide important data support for service object improvement. The resolution of the historical fault can also be known by scoring and satisfaction in the query conditions, further improving service and enhancing user satisfaction. The query result of the historical fault work order contains feedback information of the user, and the feedback information can be used as a reference and learned resource to help to improve the work flow and the service level.

Based on the above description about the embodiment of the method for managing a service object, a fault repairing and analyzing scheme of a service object is described below. The fault repair and analysis scheme can be applied to a management system of a business object. The management system may integrate a failure repository. The failure repository may include, but is not limited to: the known/occurred faults of the service object and the defects found in the test process of the service object are processed, related fault information is arranged, and tree classification is carried out according to fault types, fault phenomena, fault root causes and the like. Moreover, the management system may also integrate fault file extraction tools. The fault file extraction tool includes, but is not limited to: remote tools, file download tools, readers, audio and video analysis tools, and bale plucking analysis tools. The management system can capture a target file corresponding to the fault information according to the fault information, automatically analyze the target file to obtain an analysis result, and then match the analysis result with a fault resource library to obtain a fault root cause so as to repair the fault. In addition, the management system can sort and sort all fault information of the business objects, and generate a fault report by one key. Referring to fig. 2, a flow diagram of a business object fault repair and analysis scheme according to an embodiment of the present invention is shown. Firstly, a service object generates a fault, a technician or a maintenance team of the service object analyzes the fault, and a fault work order is closed after the fault is repaired. User feedback to collect business objects is then automatically triggered. And carrying out statistical analysis on the content fed back by the user. Content of the user feedback includes, but is not limited to: fault repair result acceptance information, evaluation information, and the like. By carrying out statistical analysis on the content fed back by the user, the service quality of the service object can be improved.

Referring to fig. 3, a flow chart of steps of a business object fault repair and analysis scheme according to an embodiment of the present invention is shown.

In step 301, the service object fails, and a failure work order is generated according to the failure information.

Specifically, the fault of the service object can be determined by a mode of manually reporting the fault or finding the fault in real time by a fault detection system, and then a fault work order is generated according to the fault information, wherein the state of the fault work order is to be analyzed. The failure worksheet may include, but is not limited to: fault name, worksheet number, fault time, occurrence, province, area of interest, presenter, telephone presenter, fault removal responsible person, meeting name, dockee, status, etc.

Step 302, obtaining fault specific information.

The fault handling personnel check the fault work order, contact the field engineer and the customer through the description in the fault work order, know the specific details of the fault, and modify the state of the fault work order into analysis.

Step 303, analyzing the fault.

The fault can be analyzed and processed from the dimensions of the service object log, the network packet capturing, the topological graph analysis and the like, and a processing conclusion is obtained.

And step 304, feeding back to the client and determining whether the client accepts the processing conclusion.

If the customer receives the processing conclusion and needs to replace the version of the service object, the state of the fault work order is changed into the state of the fault work order in the process of solving, and after the version of the service object is lifted and online, the state of the fault work order is changed into the state of the fault work order to be closed. And if the version of the business object does not need to be replaced, directly modifying the state of the fault work order into closing. If the customer does not accept the processing conclusion, the customer is communicated with the customer again, more detailed information of the fault is obtained, and the fault is analyzed again.

In step 305, after the status of the failure work order is changed to be closed, evaluation feedback is automatically triggered.

And sending an evaluation feedback signaling to the client to obtain evaluation information of the client for fault repair. The evaluation message may include, but is not limited to: the service attitude, the processing time, whether the result is satisfied or not, and the like, the evaluation is divided into 10 grades, the evaluation range supports background modification, the effective period of the message is 7 days, and the evaluation is regarded as satisfaction without suggestion if the effective period exceeds 7 days.

And 306, counting, analyzing and inquiring the fault worksheets.

In the processing process of each fault work order, the state modification time of the fault work order can be automatically stored and counted so as to carry out mathematical statistics and display of different periods of day/week/month/quarter/year later. Meanwhile, the evaluation content of the clients aiming at the fault worksheet also supports statistics of different dimensions and time and average statistics and display of the whole.

The steps 301 to 305 can provide a basis for displaying the actual effect of the fault work order by digital statistics, and continuously optimize the processing time effect of the fault work order. The steps 305 to 306 can provide basis for collecting evaluation and advice contents, so as to improve the customer satisfaction of the fault repair service.

The management system provided by the embodiment of the invention integrates the fault resource library and the fault file extraction tool, and can rapidly locate the root cause of the fault, thereby improving the repair efficiency. By automatically triggering user evaluation feedback, the receiving condition and evaluation information of the user on the fault repair result can be known in time, and the user satisfaction degree can be improved. The statistics, analysis and query functions enable the overall processing condition of the fault work order to be visualized, data analysis can be carried out in different time periods, processing timeliness is optimized, and service quality is improved. The sorting and one-key generation fault report functions of the fault worksheets can better sort fault information, provide clear reports for related personnel and promote team learning and improvement. The statistical analysis of the user feedback not only pays attention to the fault repair result acceptance condition, but also pays attention to multiple dimensions such as service attitude, processing timeliness and the like, and provides comprehensive user feedback information for a team.

It should be noted that, for simplicity of description, the method embodiments are shown as a series of acts, but it should be understood by those skilled in the art that the embodiments are not limited by the order of acts, as some steps may occur in other orders or concurrently in accordance with the embodiments. Further, those skilled in the art will appreciate that the embodiments described in the specification are presently preferred embodiments, and that the acts are not necessarily required by the embodiments of the invention.

Referring to fig. 4, a block diagram of a business object management system according to an embodiment of the present invention is shown. The management system of the business object is applied to the server. The server may be a server running the business object or a server providing technical support for running the business object. The management method of the business object specifically comprises the following modules.

A fault information obtaining module 41, configured to obtain fault information of a service object;

a service object repairing module 42, configured to repair the service object according to the fault information to obtain repair result information;

a fault feedback signaling generation module 43, configured to generate a fault feedback signaling according to the repair result information;

A fault feedback content obtaining module 44, configured to obtain a fault feedback content of a fault work order of the service object in response to a triggering operation for the fault feedback signaling;

and the fault work order management module 45 is used for managing the fault work order according to the fault feedback content.

In an exemplary embodiment of the present invention, the fault feedback content obtaining module 44 is configured to obtain fault repair result acceptance information of the fault worksheet in response to a feedback operation of a user on the fault feedback signaling.

In an exemplary embodiment of the present invention, the fault worksheet management module 45 includes:

and the work order state modifying module is used for modifying the state of the fault work order into a closed state if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order.

In an exemplary embodiment of the present invention, the work order state modification module is configured to change a state of the failed work order to a solution state if the failure repair result acceptance information indicates that the user accepts a repair processing result of the failed work order and a version of the service object is to be changed; after the version of the service object is changed and the service object operates normally, changing the state of the fault work order from the in-solution state to the closed state; if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is not changed, the state of the fault work order is directly changed into a closed state.

In an exemplary embodiment of the present invention, the fault feedback content obtaining module 44 is configured to obtain the fault repair result evaluation information of the fault worksheet in response to an evaluation operation performed by a user on the fault feedback signaling.

and the analysis and statistics display module is used for carrying out analysis and statistics on the fault work orders and carrying out data display according to the fault repair result evaluation information.

In an exemplary embodiment of the invention, the system further comprises:

the work order query module is used for querying the historical fault work order of the business object according to query conditions;

wherein the query condition includes at least one of: time, category, score, satisfaction, attitude, age.

For system embodiments, the description is relatively simple as it is substantially similar to method embodiments, and reference is made to the description of method embodiments for relevant points.

In this specification, each embodiment is described in a progressive manner, and each embodiment is mainly described by differences from other embodiments, and identical and similar parts between the embodiments are all enough to be referred to each other.

It will be apparent to those skilled in the art that embodiments of the present invention may be provided as a method, apparatus, or computer program product. Accordingly, embodiments of the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, embodiments of the invention may take the form of a computer program product on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) having computer-usable program code embodied therein.

Embodiments of the present invention are described with reference to flowchart illustrations and/or block diagrams of methods, terminal devices (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing terminal device to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing terminal device, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

While preferred embodiments of the present invention have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. It is therefore intended that the following claims be interpreted as including the preferred embodiment and all such alterations and modifications as fall within the scope of the embodiments of the invention.

Finally, it is further noted that relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Moreover, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or terminal that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or terminal. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article or terminal device comprising the element.

The above description of a business object management method and a business object management system provided by the present invention applies specific examples to illustrate the principles and embodiments of the present invention, and the above description of the examples is only used to help understand the method and core ideas of the present invention; meanwhile, as those skilled in the art will have variations in the specific embodiments and application scope in accordance with the ideas of the present invention, the present description should not be construed as limiting the present invention in view of the above.

Claims

1. A method for managing a business object, applied to a server, the method comprising:

acquiring fault information of a service object;

repairing the business object according to the fault information to obtain repairing result information;

generating a fault feedback signaling according to the repair result information;

responding to the triggering operation aiming at the fault feedback signaling, and acquiring the fault feedback content of the fault work order of the service object;

and managing the fault work order according to the fault feedback content.

2. The method according to claim 1, wherein the obtaining, in response to the triggering operation for the fault feedback signaling, the fault feedback content of the fault worksheet of the service object includes:

and responding to the feedback operation of the user for the fault feedback signaling, and acquiring fault repair result acceptance information of the fault work order.

3. The method of claim 2, wherein managing the faulty work order according to the fault feedback content comprises:

and if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order, changing the state of the fault work order into a closed state.

4. The method of claim 3, wherein changing the status of the failed work order to the closed status if the failure repair result acceptance information indicates that the user accepts the repair process result of the failed work order, comprises:

if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is to be changed, changing the state of the fault work order into a solution state;

after the version of the service object is changed and the service object operates normally, changing the state of the fault work order from the in-solution state to the closed state;

if the fault repair result receiving information indicates that the user receives the repair processing result of the fault work order and the version of the service object is not changed, the state of the fault work order is directly changed into a closed state.

5. The method according to claim 1, wherein the obtaining, in response to the triggering operation for the fault feedback signaling, the fault feedback content of the fault worksheet of the service object includes:

and responding to the evaluation operation of the user for the fault feedback signaling, and acquiring the fault repair result evaluation information of the fault work order.

6. The method of claim 5, wherein managing the faulty work order according to the fault feedback content comprises:

and carrying out analysis statistics on the fault work order according to the fault repair result evaluation information and carrying out data display.

7. The method according to claim 1, wherein the method further comprises:

inquiring the historical fault work orders of the business objects according to the inquiry conditions;

8. A system for managing business objects, applied to a server, said system comprising:

the fault information acquisition module is used for acquiring fault information of the service object;

the business object repairing module is used for repairing the business object according to the fault information to obtain repairing result information;

the fault feedback signaling generation module is used for generating a fault feedback signaling according to the repair result information;

the fault feedback content acquisition module is used for responding to the triggering operation of the fault feedback signaling and acquiring the fault feedback content of the fault work order of the service object;

And the fault work order management module is used for managing the fault work order according to the fault feedback content.

9. An electronic device, comprising:

one or more processors; and

one or more machine readable media having instructions stored thereon, which when executed by the one or more processors, cause the electronic device to perform the method of managing business objects of any of claims 1 to 7.

10. A computer-readable storage medium, characterized in that it stores a computer program causing a processor to execute the business object management method according to any one of claims 1 to 7.