JP4121259B2 - Problem management method and system, and problem management program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a problem management method and system capable of automatically allocating failure information to computers capable of solving a failure in a computer system connected via a network, and problem management. Regarding the program.
[0002]
[Prior art]
In recent years, computer systems are connected to a network, and a plurality of computers perform processing in cooperation. When a failure occurs in one of these distributed computers, it is impossible to deal with a problem by assigning a person to each computer system. Therefore, it is common for failure information to be collected as event information in one management computer, and one administrator concentrates and manages the managed computers connected to the network. The administrator estimates the content of the failure from the event information and performs an operation for removing the failure on the computer in which the failure has occurred using a command or the like.
[0003]
On the other hand, problems that are not automatically detected by the managed computer used by the user are notified by a notification from the user using the managed computer. These notifications may be sent by e-mail, but in the case of minor notification, an electronic conference room is often used. In the electronic meeting room, the problem is written in the electronic meeting room, and other users referring to the electronic meeting room refer to the writing and answer.
[0004]
[Problems to be solved by the invention]
As the size of the network grows, the number of managers increases as the number of problems to be solved increases. Further, since it is not efficient to perform all management with one management computer system, a plurality of management computers are often used. For example, a job manager is assigned to a computer that manages jobs, and a network manager is assigned to a computer that manages networks. In this case, normally, a job failure is notified to the job management computer, and a network failure is notified to the network management computer. However, there are many cases where it is not possible to determine which management computer should be notified depending on the content of the failure. At present, this determination is performed manually. Even when a minor problem is solved in the electronic conference room, if the number of problems increases, it is not always possible to monitor all the problems, and there is a limit to manual distribution.
[0005]
An object of the present invention is to provide a system, method, and program for selecting an appropriate operation computer or respondent terminal to solve a problem according to the content of the problem that has occurred.
[0007]
[Means for Solving the Problems]
  In order to achieve the above object, the invention according to claim 1 is configured such that a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer are connected to a network, and the conference room management computer is connected to the terminal device. A problem management method in an electronic conference system that provides a function of accessing a computer to register a speech in an electronic conference room, to view a registered speech, or to register a new speech in response to a browsed speech. Registering a statement from the terminal device for a person to the conference room management computer, retrieving a registered statement in the conference room management computer, and what kind of remarks for which respondent in the conference room management computer Refer to the skill database in which information for identifying the respondent terminal device and a keyword are stored as information for determining whether to transfer to the terminal device. Searching for a keyword included in the issued utterance, determining a terminal device for the respondent corresponding to the searched keyword as a terminal device for the respondent to which the utterance should be transferred, and the determination from the conference room management computer Transferring the message to the respondent terminal device, and transferring the response transmitted from the responder terminal device in response to the transferred message to the speaker terminal device.Registering the answer in the conference room management computer;It is provided with.
[0008]
  The invention according to claim 2 is the problem management method according to claim 1, wherein the skill database is an area for storing level information for each entry of information and keywords specifying a registered respondent terminal device And the step of determining the respondent terminal device includes: a respondent terminal device to which the message should be transferred based on the level information when the keyword included in the message cannot be retrieved from the skill database. It is characterized by determining.
[0009]
  Claim3The invention according to claim 1Or 2In the problem management method described in the above, the skill database includes an area for accumulating point information for each entry of information and keywords for specifying the respondent terminal device, and determining the respondent terminal device includes the step of: The respondent terminal devices corresponding to the searched keywords are arranged according to the ranking based on the point information, and a predetermined number of respondent terminal devices from the top are determined as the respondent terminal devices to which statements should be transferred. It is characterized by.
[0010]
  Claim4The invention according to claim3In the problem management method according to claim 1, the step of updating the point information corresponding to the terminal device for the respondent who transmitted the answer in the skill database so as to raise the rank of the terminal device for the responder, It is characterized by having.
[0011]
  According to claim 5The invention5. Any one of claims 1 to 4In the problem management method ofin frontThe terminal device for the speaker who received the answerTimesIt is registered in the skill database as a terminal device for respondents.
[0013]
  According to a sixth aspect of the present invention, a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer are connected to a network, and the conference room management computer is accessed from the terminal device to perform an electronic conference. A problem management system of an electronic conference system that provides a function of registering a comment in a room, browsing a registered comment, and registering a new comment for a comment that has been viewed, and is sent from the speaker terminal device A skill database that stores information and keywords that identify the terminal device for respondents as information for determining what speech should be transferred to which terminal device for respondents The retrieved utterance is retrieved, the keyword included in the retrieved utterance is searched with reference to the skill database, and the answer corresponding to the retrieved keyword Means for determining the terminal device for the respondent to which the speech is to be transferred, means for transferring the speech to the determined terminal device for the respondent, and for the respondent according to the transferred speech Means for transferring an answer transmitted from the terminal device to the terminal device for the speaker;Means for registering the answer in the conference room management computer;It is provided with.
[0015]
  According to a seventh aspect of the present invention, a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer are connected to a network, and the conference room management computer is accessed from the terminal device to perform an electronic conference. A problem management program in an electronic conference system that provides a function of registering a comment in a room, browsing a registered comment, or registering a new comment for a comment that has been viewed,In the conference room management computer,A step for registering a utterance sent from the terminal device for the speaker, and a terminal for the respondent as information for taking out the registered utterance and determining what kind of utterance should be transferred to which terminal device for the respondent Refer to the skill database storing the information for identifying the device and the keyword, search for the keyword included in the extracted statement, and transfer the statement to the terminal device for respondents corresponding to the searched keyword The step of determining as a terminal device for respondents, the step of transferring the speech to the determined terminal device for respondents, and the response transmitted from the terminal device for respondents according to the forwarded speech. Transferring to the user terminal device;Registering the answer in the conference room management computer;TheThis is a problem management program for execution.
[0016]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, a first embodiment of the present invention will be described with reference to the drawings.
[0017]
FIG. 1 is an overall configuration diagram of a system according to a first embodiment of this invention. This system includes a management computer 101, a plurality of managed computers 102, and a plurality of operation computers 103. The managed computer 102 is connected to the management computer 101 via a network. Although only one managed computer 102 is shown here, a plurality of managed computers 102 are usually connected. The operation computer 103 is connected to the management computer 101 via a network. In addition, a display device 104 and an input device 105 are connected to the operation computer 103.
[0018]
The managed computer 102 monitors the occurrence of a failure in its own device, and when detecting the occurrence of the failure, transmits the failure information to the management computer 101 as event information. Further, the managed computer 102 executes an operation for removing a failure in accordance with an operation instruction transferred from the operation computer 103 via the management computer 101.
[0019]
The management computer 101 extracts a keyword from event information including failure information and the like sent from the managed computer 102, and determines the operation computer 103 to which the event information is transferred according to the keyword. The management computer 101 also registers the operation instruction sent from the operation computer 103 and transfers the operation instruction to the managed computer 102.
[0020]
The operation computer 103 analyzes the contents of the event information, creates an operation instruction for the managed computer 102 in which a failure has occurred, and transmits the created operation instruction to the managed computer 102 via the management computer 101. To do.
[0021]
FIG. 2 shows a functional configuration diagram of the management computer 101.
[0022]
The management computer 101 has an event DB 204 for storing event information sent from the managed computer 102, an operation instruction DB 205 for storing operation instructions sent from the operation computer 103, and a skill for determining a transmission destination of event information. It has three databases of DB206.
[0023]
The management computer 101 also determines an event reception unit 207 that receives event information sent from the managed computer 102, an event DB output unit 208 that outputs the received event information to the event DB 204, and an operation computer 103 that transfers the event information. A transfer destination determination unit 209, an event transfer unit 210 that transfers event information to the operation computer 103 based on the address information of the skill DB 206, an operation instruction reception unit 211 that receives an operation instruction sent from the operation computer 103, and an operation instruction Point update unit 212 that adds points to the operation computer 103 that transmitted the message, an operation instruction registration unit 213 that registers the transmitted operation instruction in the operation instruction DB 205, and an operation instruction transfer unit that transfers the operation instruction to the managed computer 102 214, based on keywords extracted from event information A skill DB input unit 215 that searches the skill DB 206 and inputs skill DB table information, and a skill DB output unit 216 that updates and outputs the number of points of the operation computer 103 that has transmitted an operation instruction to the skill DB 206. .
[0024]
FIG. 3 is a functional configuration diagram of the managed computer 102 and the operation computer 103.
[0025]
The managed computer 102 includes a failure monitoring unit 242 that monitors a failure, an event transmission unit 243 that transmits failure information as event information to the management computer 101, and an operation instruction transmitted from the operation computer 103 via the management computer 101. An operation instruction receiving unit 244 for receiving and an operation instruction executing unit 245 for executing the received operation instruction are provided.
[0026]
The operation computer 103 includes an event information receiving unit 262 that receives event information transmitted from the managed computer 102 via the management computer 101, and an event information analysis / display unit that analyzes the event information and displays it on the display device 104. 263, an operation instruction input unit 264 that inputs an operation instruction, and an operation instruction transmission unit 265 that transmits the input operation instruction to the managed computer 102 via the management computer 101.
[0027]
In the system of the present embodiment, problems such as failures detected by the managed computer 102 are sent to the management computer 101 as event information. The management computer 101 retrieves the keyword from the event information and searches the skill DB 206. In the skill DB 206, for each keyword, information about an operation computer that can deal with the keyword problem is stored. Therefore, by searching the skill DB 206 with the keyword extracted from the event information, an operation computer to which the event information is to be sent can be determined.
[0028]
4 to 6 are flowcharts showing a processing procedure when a failure occurs in the managed computer 102 in the first embodiment. Before describing this processing procedure, the structure of information used in the processing will be described.
[0029]
FIG. 7 shows skill DB table information 500 stored in the skill DB 206. The skill DB table information 500 includes fields for an operation computer ID 501, an operation computer address 502, a level 503, a keyword 504, and a point number 505. The operation computer ID 501 is an ID of the operation computer 103 that is a transfer destination of event information. The operation computer address 502 is an address used when event information is transferred to the operation computer 103.
[0030]
The level 503 is a guideline for determining the operation computer 103 to which the event information is transferred when the operation of the system is started or event information having an unregistered keyword is sent to the skill DB table information 500. Information. Here, level A is the highest level, and event information is sent to the level A operation computer when the operation computer cannot be determined based on the keyword. This level 503 is set at the start of operation of this system, or the level is increased with respect to the operation computer 103 in which the value of the number of points 505 is regularly higher than a certain level. Also, even if event information is transferred to the level A operation computer 103 and no reply is received for a certain period, the event information is transferred to the lower level B operation computer 103.
[0031]
A keyword 504 is a keyword that is set at the start of operation of the system or extracted and registered from an operation instruction transmitted from the operation computer 103. The number of points 505 is an area where points are added to the operation computer ID that sent the operation instruction and the keyword at that time. An operation computer having a large point value is an operation computer of an administrator who is well acquainted with the failure because it has issued many operation instructions for the failure of the keyword. In addition, when a plurality of managed computers 102 serve as the operation computer 103, points are also added to the managed computer 102 that has received the operation instruction. The managed computer 102 that has received the operation instruction has already received an operation instruction for the failure of the keyword, and can be an operation computer that gives the same operation instruction to other computers.
[0032]
FIG. 8 shows a format of event information transmitted from the managed computer 102 to the management computer 101 and stored in the event DB 204 of the management computer 101. The event information 600 includes fields of a managed computer ID 601, a managed computer address 602, and event information 603. The managed computer ID 601 and the managed computer address 602 are the ID and destination of the managed computer that transmitted the event information. The event information 603 stores event information including a keyword that indicates what kind of failure has occurred, transmitted from the managed computer.
[0033]
FIG. 9 shows the format of the operation instruction DB table information 700 stored in the operation instruction DB 205. The operation instruction DB table information 700 is a table that stores operation instructions transmitted from the operation computer 103 to the managed computer 102. The operation instruction DB table information 700 includes fields of an operation computer ID 701, a managed computer address 702, a managed computer ID 703, operation instruction contents 704, and a keyword 705. The operation instruction DB table information 700 stores data indicating what operation instruction the operation computer 103 has issued in response to event information transmitted from the managed computer 102.
[0034]
The operation computer ID 701 is the ID of the operation computer that issued the operation instruction. The managed computer address 702 and the managed computer ID 703 are the address and ID of the managed computer that has received the operation instruction. The operation instruction content 704 is the content of the operation instruction. A keyword 705 is a keyword included in the event information that triggered the operation instruction. For the keywords 705 and the operation instructions 704 stored in the operation instruction DB table information 700, the management computer 101 automatically searches the operation instruction DB 205 without transmitting event information to the operation computer 103, and automatically manages the managed computer. It is possible to automatically transmit an operation instruction according to the content of the failure 102.
[0035]
FIG. 10 shows an example of the input screen 800 for creating an operation instruction from the input device 105 connected to the operation computer 103. The operation instruction input screen 800 includes input of an operation instruction title 801, an ID 802 of a managed computer to which an operation instruction is issued, an event information ID 803, an operation computer ID 804 that issues an operation instruction, and an operation instruction content 805. Consists of regions. On this screen 800, the administrator inputs detailed operation instructions for a failure that has occurred in the managed computer.
[0036]
Next, a processing procedure when a failure occurs in the managed computer 102 will be described with reference to the flowcharts of FIGS.
[0037]
Step 401 is processing of the managed computer 102. The failure monitoring unit 242 of the managed computer 102 determines whether a failure has occurred in its own device (including devices and software that can detect a failure in the managed computer 102 such as peripheral devices connected to the managed computer 102). Monitoring. When the occurrence of a failure is detected, the failure monitoring unit 242 creates event information including failure information, and the event transmission unit 243 transmits the event information to the management computer 101 (step 401).
[0038]
Steps 402 to 409 are processing of the management computer 101. When event information is transmitted from the managed computer 102 to the management computer 101, the event reception unit 207 of the management computer 101 receives the event information. When event information is received, the event DB output unit 208 outputs the received event information to the event DB 204. The event information is stored in the event information 600 of the event DB 204 described with reference to FIG. 8 (step 402).
[0039]
The transfer destination determination unit 209 extracts a keyword from the event information, searches the skill DB 206 via the skill DB input unit 215, and determines whether there is a record including the keyword in the skill DB table information 500 described with reference to FIG. (Steps 403 and 404).
[0040]
If there is a record corresponding to the keyword in the skill DB table information 500 in step 404, all of those records are extracted, and the total number of points is obtained for each group of operation computer IDs 501 from the extracted records. The operation computer IDs are rearranged in the order of the largest total value (step 405). As a result, the top n (the value of n is determined in advance) having the highest number of points is taken out (step 406). Thereafter, the process proceeds to step 408.
[0041]
If there is no record corresponding to the keyword in the skill DB table information 500 in step 404, all records whose level 503 is level A are extracted from the skill DB table information 500, and the operation computer address 502 of those records is set. Take out (step 407). Thereafter, the process proceeds to step 408.
[0042]
Next, the event transfer unit 210 transmits the event information to all the operation computer addresses 502 extracted in step 406 or step 407 (step 408). After transmitting the event information, the operation instruction receiving unit 211 waits for an operation instruction to be returned from the operation computer 103 (step 409).
[0043]
Steps 410 and 411 are processing of the operation computer 103. The event reception unit 262 of the operation computer 103 moves the received event information to the event information analysis / display unit 263. The event information analysis / display unit 263 analyzes the event information and displays the contents on the display device 104. When the received event information is analyzed and an operation instruction can be given to the managed computer 102, the operation instruction input screen 800 described in FIG. 10 is displayed and the operation instruction is input from the input device 105 to create the operation instruction. (Step 410). The operation instruction transmission unit 265 of the operation computer 103 transmits the created operation instruction to the management computer 101 (step 411).
[0044]
Steps 412 to 414 are processing of the management computer 101. The operation instruction receiving unit 211 of the management computer 101 registers the operation instruction received from the operation computer 103 in the operation instruction DB table information 700 (FIG. 9) of the operation instruction DB 205 via the operation instruction DB registration unit 213 (step 412). . The point update unit 212 extracts the keyword and the operation computer ID from the operation instruction, and searches the skill DB 206 (FIG. 7) via the skill DB input unit 215. A record that matches the operation computer ID and the operation computer ID 501 of the skill DB table information 500 is extracted, a record that matches the keyword is further extracted from the extracted records, and an existing value of the point number 505 of the record is extracted. "1" is added to (step 413). If there is no record whose keyword matches the operation computer ID, it is added as a new record (the number of points is set to an initial value of 0). In step 413, the managed computer 102 is registered as the operation computer 103 in the operation computer ID 501 of the skill DB table information 500, and “1” is added to the existing value of the number of points 505 in the same manner as described above. The skill DB table information 500 can be updated via the output unit 215. The operation instruction transfer unit 214 of the management computer 101 transmits the operation instruction to the managed computer 102 (step 414).
[0045]
Step 415 is processing of the managed computer 102. The managed computer 102 receives the operation instruction sent by the operation instruction receiving unit 244, and executes a process of removing a failure according to the instruction by the operation instruction executing unit 245 (step 415).
[0046]
Although omitted in the above flowchart, the operation instruction DB table information 700 (FIG. 9) is searched for the keyword of the event information before searching for the operation computer in the processing after step 403, and the keyword is already registered. If so, it is assumed that the corresponding operation instruction content is automatically transmitted from the management computer 101 to the managed computer 102. In this case, the event information does not have to be sent to the operation computer 103, so the processing from step 403 to 413 is not performed, and the processing may be executed from step 414.
[0047]
According to the first embodiment described above, when event information including failure information is sent from the managed computer, the management computer refers to the skill DB, and the operation computer having a high number of points for the keyword of the failure. Event information is sent by selecting. Since an operation computer with a high number of points can be said to be an administrator who has skills regarding the failure of the keyword, event information is automatically allocated to one or more appropriate operation computers. Since the number of points is counted up when the operation computer issues an operation instruction, an appropriate operation computer is gradually allocated to each keyword as the operation proceeds. In a system in which a managed computer can be an operation computer, the managed computer that receives the operation instruction is also registered in the skill DB, and information on the operation computer that can handle the keyword and the failure of the keyword is stored in the skill DB along with the number of points. To go. Furthermore, since the management computer accumulates the keywords and the operation instructions in the operation instruction DB, the operation instructions can be directly issued for the keywords registered in the operation instruction DB, and the operation information can be selected by selecting the operation computer. There is no need to send.
[0048]
A second embodiment of the present invention will be described with reference to the following drawings.
[0049]
FIG. 11 is an overall configuration diagram of a PUSH type electronic conference room system according to the second embodiment. This system includes a conference room management computer 901, a plurality of speaker terminal devices 902, and a plurality of respondent terminal devices 905. The speaker terminal device 902 and the respondent terminal device 905 are connected to the conference room management computer 901 via a network. A display device 903 and an input device 904 are connected to the speaker terminal device 902, and a display device 906 and an input device 907 are also connected to the respondent terminal device 905. Here, “For Speaker” and “For Respondent” are shown separately, but both are the same terminals, and “For Speaker” may become “For Respondent”. "May be" for speakers ".
[0050]
The conference room management computer 901 waits for a message to be registered from the speaker terminal device 902. When a utterance is registered from the speaker terminal device 902, a keyword is extracted from the utterance, and an answerer terminal device 905 to which the speech is transferred using the keyword is determined and transmitted. The conference room management computer 901 registers the response content sent from the respondent terminal device 905 in the electronic conference room DB. The respondent terminal 905 transmits an answer to the comment to the speaker terminal device 902 via the conference room management computer 901.
[0051]
FIG. 12 is a functional configuration diagram of the electronic conference management computer 901 according to the second embodiment.
[0052]
The electronic conference management computer 901 determines an electronic conference room DB 1004 for registering a speech from the speaker terminal device 902, an answer DB 1005 for registering an answer to the speaker, and an answerer terminal device 905 for transmitting the speech. There are three databases of skill DB 1006 with information for In addition, since there is a case where a certain remark is answered in the form of a remark to a normal electronic conference room, the content that is substantially a reply is also registered in the electronic conference room DB 1004.
[0053]
In addition, the electronic conference management computer 901 includes an electronic conference room registration unit 1007 that registers a speech from the speaker terminal device 902 in the electronic conference room DB 1004, an electronic conference room DB input unit 1008 that extracts a speech registered in the electronic conference room DB 1004, Sent from the electronic conference room DB output unit 1009 for writing a reply to the speech registered in the electronic conference room DB 1004, the skill DB input unit 1010 for searching the skill DB 1006 based on the keyword of the speech, and the terminal device 905 for respondents. A skill DB output unit 1011 that updates the skill DB 1006 based on the keyword of the answer, a message destination determination unit 1012 that determines a responder terminal device 905 that transmits a message based on the search result of the skill DB 1006, and a comment Message transmission unit 1013 for transmitting to the terminal device 905, and the terminal device 90 for the respondent An answer receiving unit 1014 for receiving an answer transmitted from the answering unit, an answer DB registering unit 1015 for registering the received answer in the answer DB 1005, a keyword unit corresponding to the address of the responder terminal device and the address of the speaker terminal device A point updating unit 1016 for adding points, and a reply transmission unit 1017 for sending a reply sent from the respondent terminal device 905 to the speaker terminal device 902 are configured.
[0054]
FIG. 13 to FIG. 15 are flowcharts showing a processing procedure when an utterance is registered in the electronic conference room DB in the PUSH type electronic conference system of the second embodiment. Before describing this processing procedure, the structure of information used in the processing will be described.
[0055]
FIG. 16 shows skill DB table information 1200 stored in the skill 1006. The skill DB table information 1200 includes fields of an addressee terminal device address 1201, a level 1202, a keyword 1203, and a point number 1204. The respondent terminal device address 1201 is the address of the computer that is the forwarding destination of the message. When a reply is transmitted from the responder terminal device 905 to the speaker terminal device 902, the speaker terminal device 902 that has received the reply can also acquire skills from the respondent terminal device 905 that has transmitted the reply. Therefore, regarding this problem, it is considered that this speaker can also become an answerer in the future. Therefore, the address for the speaker terminal device is also registered as the address 1201 for the answerer terminal device.
[0056]
Level 1202 is a guideline for designating the terminal device 905 for respondents to which a statement is transferred when the operation of this system is started or a statement having an unregistered keyword is sent to the skill DB table information 1200. Information. Here, level A is the highest level, and when the respondent terminal device 905 cannot be determined based on the keyword, the message is transferred to the level A respondent terminal device. The level 1202 is set at the start of operation of the present system, and the level is raised with respect to the respondent terminal device address 1201 whose value of the point number 1204 regularly exceeds a certain value. If a reply is not received within a certain period of time even if a reply is transmitted to the level A respondent terminal device 905, a message is transmitted to the address of the respondent terminal device that is lower than the lower B level.
[0057]
The keyword 1203 is a keyword that is arbitrarily set at the start of operation of the present system, or extracted and registered from a statement or answer. The number of points 1204 is an area where the number of points is added to the respondent terminal device address 1201 that sent the response and the keyword 1203 at that time. The terminal device for respondents with a large point value is that it is a terminal of a respondent who is familiar with the matter because it has made many responses to the keyword matter. Further, the speaker terminal device 902 that has received the answer obtains the skill from the responder terminal device 905 that has given the answer. Therefore, the address of the speaker terminal device that has transmitted the message (for the speaker) The terminal device address is changed to the respondent terminal device address 1201) and points are also added to the keyword of the message.
[0058]
FIG. 17 shows electronic meeting room DB table information 1300 of the electronic meeting room DB 1004. The electronic conference room DB table information 1300 includes fields of a speech ID 1301, a speaker / respondent terminal device address 1302, a speech / answer content 1303, and a keyword 1304. The speech ID 1301 is an ID that identifies a speech or answer. The speaker / respondent terminal device address 1302 is the address of the speaker / answerer who made the comment or answer. The speech / answer content 1303 is the content of the speech / answer. A keyword 1304 is a keyword indicating what kind of matter the utterance / answer is about.
[0059]
FIG. 18 shows the answer DB table information 1400 of the answer DB 1005. The reply DB table information 1400 includes fields of a reply ID 1401, a speaker terminal device address 1402, a respondent terminal device address 1403, a reply content 1404, and a keyword 1405. The answer ID 1401 is an ID of a reply sent directly from the answerer terminal device 905 to the speaker terminal device 902. The speaker terminal device address 1402 and the respondent terminal device address 1403 are the destination of the speaker terminal device 902 to which the answer is sent and the destination of the responder terminal device 905 to which the answer is sent. The response content 1404 is the content of the response. A keyword 1405 is a keyword indicating what kind of case this answer is.
[0060]
FIG. 19 shows a message input screen for the user to input a message from the input device 904 connected to the speaker terminal device 902. The message input screen 1500 includes input areas for a topic 1501, a message ID 1502, a speaker address 1503, contents 1504, and a keyword 1505.
[0061]
FIG. 20 shows an answer input screen for inputting an answer from the input device 907 connected to the respondent terminal device 905. The answer input screen 1600 includes input areas for a topic 1601, an answer ID 1602, an answerer address 1603, contents 1604, and a keyword 1605.
[0062]
Next, with reference to the flowcharts of FIGS. 13 to 15, a processing procedure when a statement is registered in the electronic conference room DB in the PUSH type electronic conference system will be described.
[0063]
First, a speech is registered in the electronic conference room DB table information 1300 (FIG. 17) of the electronic conference room DB 1004 using the electronic conference room DB registration unit 1007 from the speaker terminal device 902 (step 1101). When the utterance is registered in the electronic conference room DB 1004, the electronic conference room DB input unit 1008 takes out the utterance and moves the utterance to the utterance transmission destination determination unit 1012 (step 1102). The message transmission destination determination unit 1012 searches the skill DB 1006 from the extracted keyword of the message via the skill DB input unit 1010, and whether there is a record corresponding to the keyword in the skill DB table information 1200 (FIG. 16). (Steps 1103 and 1104).
[0064]
If there is a record corresponding to the keyword in the skill DB table information 1200 in step 1104, all the records are extracted, and the total number of points is obtained for each group of the respondent terminal device address 1201 from the extracted records. Then, the addressee terminal device addresses are rearranged in the order of the largest total number of points (step 1105). As a result, the respondent terminal device address 1201 having the highest number of points (the value of n is determined in advance) is extracted (step 1106). Thereafter, the process proceeds to step 1108.
[0065]
If there is no record corresponding to the keyword in the skill DB table information 1200 in step 1104, all records whose level 1202 is level A are extracted from the skill DB table information 1200, and the terminal device for respondents of those records The address 1201 is taken out (step 1107). Thereafter, the process proceeds to step 1108.
[0066]
Next, the message transmitter 1013 transmits the message to all of the respondent terminal device addresses 1201 extracted in step 1106 or step 1107 (step 1108). When the message is transmitted, the answer receiving unit 1014 waits for a reply from the respondent terminal device 905 (step 1109).
[0067]
When a reply is returned from the respondent terminal device 905, the reply is registered in the reply DB table information 1400 (FIG. 18) of the reply DB 1005 via the reply DB registration unit 1015 (step 1110). The point update unit 1016 extracts the keyword and the respondent terminal device address from the answer, and searches the skill DB 1006 (FIG. 16) via the skill DB input unit 1010. A record in which the respondent terminal address matches the respondent terminal device address 1201 in the skill DB table information 1200 is extracted, and a record that matches the keyword is further extracted from the extracted records. “1” is added to the number of points 1204, and the skill DB table information 1200 is updated via the skill DB output unit 1011 (step 1111). If there is no record whose keyword matches the respondent terminal device address, a new one is added (the number of points is set to an initial value of 0).
[0068]
Next, the electronic conference room DB output unit 1009 registers the answer in the electronic conference room DB 1004 (FIG. 17) (step 1112). The answer transmission unit 1017 transmits the answer to the speaker terminal device 902. It is possible to charge at this time (step 1113). As described above with reference to FIG. 16, since the speaker terminal device 902 that has obtained the answer can obtain the skill from the answerer terminal device 905 that has transmitted the answer, the point update unit 1016 is in the answer. The keyword and the speaker terminal device address are extracted, the skill DB input unit 1010 is searched for the skill DB 1006 (FIG. 16), and the speaker terminal device address is set as the responder terminal device address 1201 in the skill DB table information 1200. Is registered in the terminal device address 1201 for respondents. The process described in step 1125 is performed, “1” is added to the existing value of the number of points 1204, and the skill DB table information 1200 is updated via the skill DB output unit 1011 (step 1114).
[0069]
Although omitted in the flowchart above, before searching for the respondent terminal device in the processing after step 1103, the answer DB table information 1400 (FIG. 18) is searched with the keyword of the comment, and the keyword is already registered. If so, the corresponding response content is automatically transmitted from the electronic conference management computer 901 to the speaker terminal device 902. In this case, since it is not necessary to send a message to the respondent terminal device 905, the processing from step 1103 to 1111 is not performed, and the processing may be performed from step 1112.
[0070]
In the above embodiment, the number of points may be replaced with some monetary value. In the above embodiment, the function of the electronic conference room is working as usual, and therefore, when a predetermined time has passed since the remark was registered in the electronic conference room, no one responded to the remark as described above. In this way, the remark may be sent directly to the respondent terminal device.
[0071]
According to the second embodiment described above, when a message is sent from the speaker terminal device to the conference room management computer, the conference room management computer refers to the skill DB, and points for the keyword of the statement. Chooses a terminal device for respondents who are high and sends their remarks. A respondent terminal device with a high number of points can be said to be a respondent who has skills in the case of the keyword, so that a speech is automatically sent directly to one or more appropriate respondent terminal devices. . Therefore, even if the respondent does not access the electronic conference room, the possibility of obtaining an answer increases. Since the number of points is counted up when the answerer terminal device gives an answer, an appropriate answerer terminal device is gradually associated with each keyword as the operation proceeds. In a system in which a speaker terminal device can be a responder terminal device, a speaker terminal device that has received a reply is also registered in the skill DB as a terminal device for the responder, and the skill DB includes a keyword and a matter of the keyword. Information on responding terminal devices is accumulated along with the number of points. Furthermore, since the conference room management computer accumulates keywords and answer contents in the answer DB, the answer contents can be directly output for the keywords registered in the answer DB. There is no need to select and send a remark.
[0072]
【The invention's effect】
As described above, according to the present invention, when a failure occurs in a managed computer, when assigning event information including the failure information to an operation computer, the management computer's skill DB is referred to, for example, corresponding to a keyword. Since the event information is allocated to the operation computer with the largest number of points, it is possible to automatically select one or more appropriate computers without human intervention according to the content of the failure. become. In addition, since the management computer has created and registered the failure handling records corresponding to the keywords included in the operation instructions from the operation computer as a database, the management computer does not transfer the failure processing of the managed computer to the operation computer. An appropriate operation instruction can be automatically sent to the managed computer with reference to the database.
[0073]
Similarly, when an electronic conference room is used, the electronic conference room management computer automatically selects one or more appropriate respondent terminal devices without human intervention, depending on the content from the speaker terminal device. It becomes possible to select. Also, since the results of keywords and answer contents are accumulated in the database, the electronic conference room management computer refers to the database and sends the appropriate answer to the speaker terminal without transferring the comments to the respondent terminal device. It can be automatically sent to the device.
[Brief description of the drawings]
FIG. 1 is an overall configuration diagram of a first embodiment;
FIG. 2 is an internal configuration diagram of the management computer according to the first embodiment.
FIG. 3 is an internal configuration diagram of a managed computer and an operation computer according to the first embodiment.
FIG. 4 is a flowchart (part 1) illustrating a processing procedure when a failure occurs in the managed computer according to the first embodiment;
FIG. 5 is a flowchart (part 2) illustrating a processing procedure when a failure occurs in the managed computer according to the first embodiment;
FIG. 6 is a third flowchart illustrating a processing procedure when a failure occurs in the managed computer according to the first embodiment;
FIG. 7 is a diagram illustrating skill DB table information according to the first embodiment.
FIG. 8 is a diagram illustrating event information according to the first embodiment.
FIG. 9 is a diagram illustrating operation instruction DB table information according to the first embodiment;
FIG. 10 is a diagram showing an operation instruction input screen according to the first embodiment;
FIG. 11 is an overall configuration diagram of the second embodiment.
FIG. 12 is an internal configuration diagram of the electronic conference management computer according to the second embodiment.
FIG. 13 is a flowchart (No. 1) showing a processing procedure when an utterance is registered in the electronic conference room DB in the PUSH type electronic conference system according to the second embodiment;
FIG. 14 is a flowchart (No. 2) illustrating a processing procedure when an utterance is registered in the electronic conference room DB in the PUSH type electronic conference system according to the second embodiment;
FIG. 15 is a flowchart (No. 3) illustrating a processing procedure when an utterance is registered in the electronic conference room DB in the PUSH type electronic conference system according to the second embodiment;
FIG. 16 is a diagram illustrating skill DB table information according to the second embodiment;
FIG. 17 is a diagram showing electronic conference room DB table information according to the second embodiment;
FIG. 18 is a diagram showing answer DB information according to the second embodiment;
FIG. 19 is a diagram showing a speech input screen of the speaker terminal according to the second embodiment;
FIG. 20 is a diagram illustrating an answer input screen of the respondent terminal according to the second embodiment;
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 101 ... Management computer, 102 ... Managed computer, 103 ... Operation computer, 104 ... Display device of operation computer, 105 ... Input device of operation computer, 204 ... Event DB, 205 ... Operation instruction DB, 206 ... Skill DB, 207 ... Event receiving unit, 208 ... Event DB output unit, 209 ... Transfer destination determining unit, 210 ... Event transfer unit, 211 ... Operation instruction receiving unit, 212 ... Point update unit, 213 ... Operation instruction DB registration unit, 214 ... Operation instruction transfer 215 ... Skill DB input unit, 216 ... Skill DB output unit, 242 ... Failure monitoring unit, 243 ... Event transmission unit, 244 ... Operation instruction reception unit, 245 ... Operation instruction execution unit, 262 ... Event reception unit, 263 ... Event information analysis / display unit, 264 ... operation instruction input unit, 265 ... operation instruction transmission unit, 901 ... conference room management computer, 902 Talker terminal device, 903 ... Speaker terminal device display device, 904 ... Speaker terminal device input device, 905 ... Respondent terminal device, 906 ... Respondent terminal device display device, 907 ... Responder 1004 ... Electronic meeting room DB, 1005 ... Answer DB, 1006 ... Skill DB, 1007 ... Electronic meeting room DB registration part, 1008 ... Electronic meeting room DB input part, 1009 ... Electronic meeting room DB output part DESCRIPTION OF SYMBOLS 1010 ... Skill DB input part, 1011 ... Skill DB output part, 1012 ... Remark transmission destination determination part, 1013 ... Remark transmission part, 1014 ... Reply reception part, 1015 ... Reply DB registration part, 1016 ... Point update part, 1017 ... Response sending part.

Claims (7)

Connect a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer to the network, and access the conference room management computer from the terminal device to register or register a speech in the electronic conference room A problem management method in an electronic conference system that provides a function of browsing a remark being made or registering a new remark for a replayed remark,
Registering a statement from the speaker terminal device to the conference room management computer;
Retrieving the registered remarks in the conference room management computer;
In the conference room management computer, refer to a skill database in which information for identifying the respondent terminal device and keywords are stored as information for determining what remarks should be transferred to which respondent terminal device. Searching for a keyword included in the extracted utterance, and determining a respondent terminal device corresponding to the searched keyword as a respondent terminal device to which the utterance should be transferred;
Transferring the remarks from the conference room management computer to the determined respondent terminal device;
Transferring an answer transmitted from the answerer terminal device in response to the transferred message to the speaker terminal device ;
And a step of registering the answer in the conference room management computer . The problem management method according to claim 1 ,
The skill database includes an area for accumulating level information for each entry of information and keywords that identify registered respondent terminal devices,
The step of determining the terminal device for the respondent determines a terminal device for the respondent to which the speech should be transferred based on the level information when the keyword included in the speech cannot be searched from the skill database. A problem management method characterized by that. In the problem management method according to claim 1 or 2 ,
The skill database includes an area for accumulating point information for each entry of information and keywords that specify a terminal device for respondents,
The step of determining the terminal device for respondents includes arranging the terminal devices for respondents corresponding to the searched keyword according to the ranking based on the point information, and sending a predetermined number of terminal devices for respondents from the top. Is determined as a terminal device for respondents to be transferred. The problem management method according to claim 3 ,
The problem further comprising the step of updating the point information corresponding to the terminal device for the respondent who has transmitted the answer in the skill database so as to raise the rank of the terminal device for the respondent. Management method. In the problem management method according to any one of claims 1 to 4,
A problem management method comprising: registering a terminal device for a speaker who has received the answer in the skill database as a terminal device for a respondent with skill. Connect a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer to the network, and access the conference room management computer from the terminal device to register or register a speech in the electronic conference room A problem management system for an electronic conference system that provides a function of browsing a remark being made or registering a new remark for a replayed remark,
Means for registering a message sent from the terminal device for the speaker;
A skill database that accumulates information and keywords specifying the respondent's terminal device as information for determining what remarks should be transferred to which respondent's terminal device;
The registered utterance is retrieved, the keyword included in the retrieved utterance is searched with reference to the skill database, and the terminal device for the respondent corresponding to the retrieved keyword is used for the respondent to which the utterance is to be transferred. Means for determining as a terminal device;
Means for transferring the message to the determined terminal device for the respondent;
Means for transferring an answer transmitted from the respondent terminal device in response to the transferred message to the speaker terminal device ;
A problem management system comprising means for registering the answer in the conference room management computer . Connect a plurality of speaker terminal devices, a plurality of respondent terminal devices, and a conference room management computer to the network, and access the conference room management computer from the terminal device to register or register a speech in the electronic conference room A problem management program in an electronic conference system that provides a function of browsing a remark and a new registrar for a replay
In the conference room management computer,
Registering a message sent from the speaker terminal device;
Refer to the skill database that stores information and keywords that identify the respondent's terminal device as information for taking out the registered remarks and determining what remarks should be transferred to which respondent's terminal device Searching for a keyword included in the extracted utterance, and determining a respondent terminal device corresponding to the searched keyword as a respondent terminal device to which the utterance should be transferred;
Transferring the statement to the determined terminal device for the respondent;
Transferring an answer transmitted from the answerer terminal device in response to the transferred message to the speaker terminal device ;
A problem management program for executing the step of registering the answer in the conference room management computer .

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