JP6989446B2 - Work support device and work support system - Google Patents

Description

The present invention relates to a work support device and a work support system.

Workers engaged in manufacturing operations have traditionally learned work suitable for the situation while experiencing various events. However, with the recent sophistication of equipment and operation systems, opportunities to learn work are decreasing. As a result of the inability of workers to deal appropriately with inexperienced events, loss costs increase and the likelihood of accidents increases. Furthermore, with the aging of society, the mass retirement of skilled workers is on the horizon, and there is an urgent need to inherit the know-how of skilled workers. Workers first refer to the manual when performing inexperienced work. If that is not possible, the worker will ask a skilled worker with know-how for assistance.

When the task execution support device of Patent Document 1 receives a support request from a person who requests support in a work consisting of a plurality of tasks, the task execution support device extracts candidates who can support from those who have completed the task. At this time, the device excludes others from the candidates who would interfere with the current work if the support is provided.

Japanese Unexamined Patent Publication No. 2017-41209

Manuals are created when the equipment is designed. After a long period of time, the manual is often not updated even though the environment or operation method of the equipment has changed. In addition, there are often differences in security levels (access privileges) between those who request support and those who support them. The person requesting the support cannot disclose the materials necessary for the support to the person who supports the support indefinitely. Patent Document 1 does not refer to the accumulation of know-how by updating the manual and the work support premised on the difference in security level.
Therefore, it is an object of the present invention to select the disclosure to the supporter after reflecting the security level and to make the support result into a manual.

The work support device of the present invention determines a supporter based on the attribute information that the client requests from the supporter in advance in order to provide a place where the client who performs the work and the supporter who supports the work can communicate with each other. According to the security level based on the relationship between the supporter management department and the organization to which the client belongs and the organization to which the supporter belongs, the disclosure material that the client can disclose to the supporter in the place of communication It is characterized by having an application management unit for determining.
Other means will be described in the form for carrying out the invention.

According to the present invention, it is possible to select the disclosure to the supporter after reflecting the security level and to make the support result into a manual.

It is a figure explaining the structure of the work support apparatus. It is a figure explaining the supporter information. It is a figure explaining support request information. It is a figure explaining the access information. It is a figure explaining the security level information. It is a figure explaining application information. It is a figure explaining the support log information. It is a figure explaining the manual information. It is a flowchart of the whole processing procedure. It is a flowchart of the processing procedure of a work support device. It is a flowchart of the details of step S322. It is a flowchart of the details of step S364. It is a flowchart of the details of step S332. It is a flowchart of the details of step S459. It is a flowchart of the processing procedure of a requester terminal apparatus. It is a flowchart of the details of step S622. It is a flowchart of the processing procedure of a supporter terminal device. This is an example of the login screen. This is an example of the menu screen. This is an example of a manual search screen. This is an example of the support request screen. This is an example of a support screen.

Hereinafter, a mode for carrying out the present invention (referred to as “the present embodiment”) will be described in detail with reference to figures and the like. This embodiment is an example in which an unskilled worker communicates with a skilled worker on a website provided by a work support device. This embodiment assumes work at a manufacturing site or the like, but this is only an example. The present invention can also be applied to "meetings" in research, development, research, general affairs, and the like. Furthermore, the present invention can be applied not only to work and meetings as part of corporate activities, but also to general consultations on daily life.

(the term)
A client is a person who requests support from another person due to lack of know-how about the work to be done by himself / herself. A supporter is a person who supports others based on his / her own know-how. In many cases, the client is an unskilled worker and the supporter is a skilled worker. The client may or may not belong to the same organization as the supporter. The user is a person who is authorized to access the work support device of the present embodiment. A user can be a client in one case and a supporter in another.

The support portal site is a website provided by the work support device. The client and the supporter meet on the support portal site. The support portal site mainly provides two functions. One is a support manual and the other is a support application. A support manual is a general technical guide created for each technical theme for which the client's know-how is expected to be insufficient.

A support application is a place where a specific client and supporter communicate on a specific technical theme. The support application is more customized for the client than the support manual. That is, in the support application, a supporter who satisfies the attribute information specified in advance by the requester supports the requester. In addition, the support application may include disclosures disclosed by the requester and record the results of communication between the requester and the supporter as text or voice.

The disclosure material is a material related to the requester's work that the requester discloses to the supporter, and the type thereof is a video (video), a still image, an audio, a text, a figure, a table, or the like. Disclosures facilitate the supporter's understanding of the client's work, but often include the client's confidential information. The disclosure is incorporated into the template of the supporting application. A template is a framework (blank page) of a support application.

The client can use the support manual more easily than the support application. The support application imposes the labor of designating the conditions for selecting the supporter in advance and preparing the disclosure, but can accurately provide the requester with specific know-how.

The security level is the allowance for information disclosure between the requester's affiliation and the supporter's affiliation. Then, the disclosure that can be disclosed from the client to the supporter is determined according to the security level. Even if the requester is the same, the security level will be different if the supporter is different. Even if the supporters are the same, the security level will be different if the requesters are different. For example, if both belong to the same department of the same business establishment of the same company, the security level between them is low. If they belong to different companies, the security level between them is high. The lower the security level, the more disclosures can be incorporated into the assistive application.

The reproduction script is a program that reproduces the communication performed by the requester and the supporter on the support application at a later date according to the history. The work support device stores the playback script as a support manual. Then, the client can repeatedly watch the past advice from the supporter, etc., as easily as using the support manual.

(Work support device)
The configuration of the work support device will be described with reference to FIG. The work support device 1 is a general computer, and is a central control device 11, an input device 12 such as a camera, a mouse, and a keyboard, an output device 13 such as a speaker and a display, a main storage device 14, an auxiliary storage device 15, and a communication device. 16 is provided. These are interconnected by a bus. The work support device 1 is operated by the administrator of the support portal site.

The auxiliary storage device 15 stores supporter information 31, support request information 32, access information 33, security level information 34, application information 35, support log information 36, manual information 37, and user registration information 38 (details described later). There is. The supporter management unit 21, the access management unit 22, the application management unit 23, the manual management unit 24, and the support log management unit 25 in the main storage device 14 are programs. Hereinafter, when the subject is described as "○○ part is", it realizes the function of each program after the central control device 11 reads these programs from the auxiliary storage device 15 and loads them into the main storage device 14. Means that. The support portal site 26 in the main storage device 14 is the support portal site described above.

The work support device 1 can communicate with the requester terminal device 2 and the supporter terminal device 3 via the internal network 6, the security device 4, and the external network 7. The requester terminal device 2 and the supporter terminal device 3 are general computers, and are operated by the requester and the supporter, respectively. The work support device 1, the client terminal device 2, and the supporter terminal device 3 constitute a work support system.

Each of the requester terminal device 2 and the supporter terminal device 3 includes a central control device, an input device, an output device, a main storage device, an auxiliary storage device, and a communication device (not shown). Each of the requester terminal device 2 and the supporter terminal device 3 includes a program for accessing the work support device 1 and viewing the support portal site 26. This program may be a general web browser if the support portal site operates in a web environment. Otherwise, the program may be a native dedicated application. The program may be the main operating body of the requester terminal device 2 and the supporter terminal device 3, or the program included in the work support device 1 is temporarily read into the requester terminal device 2 and the supporter terminal device 3. By doing so, it may become the main body of each operation.

The client terminal device 2 includes the disclosure material 5. Disclosure 5 is incorporated into the support application. Then, the requester terminal device 2 and the supporter terminal device 3 can view the disclosure 5 by accessing the support portal site 26.

A security device 4 exists between the internal network 6 and the external network 7. The terms "inside" and "outside" mean whether the network is inside or outside the security device 4 as seen from the work support device 1. The external network 7 may be the Internet. The internal network 6 may be Ethernet®. The security device 4 performs data communication processing based on access control. The security device 4 may be, for example, a firewall which is a known technique. It should be noted that the access control here is not directly related to determining whether or not to incorporate the disclosure into the support application according to the security level.

(Supporter information)
The supporter information 31 will be described with reference to FIG. In the supporter information 31, the basic information is in the basic information column 102, the history is in the history column 103, and the characteristics are in the characteristic column 104 in relation to the registration ID stored in the registration ID (Identifier) column 101. The recommendation flag is stored in the recommendation column 105, the local support range is stored in the local support range column 106, and the support experience is stored in the support experience column 107. The supporter information 31 originally has a structure in which a plurality of horizontal records (rows) are accumulated vertically. The reason why the supporter information 31 in FIG. 2 is described in two upper and lower stages is solely due to the limitation of the space. This also applies to FIG. 3, which will be described later.

The registration ID in the registration ID column 101 is an identifier that uniquely identifies the registration of the supporter. In this embodiment, there is a one-to-one correspondence between registration and supporters. Therefore, the registration ID is also an identifier that uniquely identifies the supporter.
The basic information in the basic information column 102 is the name (column 102a), address (column 102b) of the supporter, and contact information (column 102c) such as a telephone number and an email address.

The career in the career column 103 includes the distinction between active / retired (column 103a), industry (column 103b), place of employment (column 103c), occupation type (column 103d), service (column 103e), and one or more experienced jobs (column 103e). 103f, 103g, ...). Of these, the place of employment is the name of the company where the supporter is working (or was working). The place of employment here has a hierarchical structure of "company name / business establishment name / department name". A symbol indicating that the company has a contractual relationship with the place of employment to which the client belongs may be attached to the company name. The type of business is the type of business in which you work. Service is the number of years the supporter has worked at the office. Experienced work is one or more specific work that the supporter is engaged in (or was engaged in) at the workplace. The type of job is the job that most clearly represents the field of activity of the supporter among the experienced jobs.

The characteristic of the characteristic column 104 is the business skill (ability or qualification) possessed by the supporter. Among them, the IT (Information Technology) column 104b stores information processing-related skills, and the business column 104a stores other skills.
The recommendation flag in the recommendation column 105 is either "self-recommended" or "other recommended". "Other recommendation" indicates that the supporter has been registered by the client. "Self-recommendation" indicates that the supporter has registered himself. In this embodiment, "other recommendation" is the principle.

The on-site coverage range of the on-site coverage column 106 is the area where the supporter can visit the client when he / she visits the client.
The support experience in the support experience column 107 is the latest past date (column 107a), the content of support (column 107b), and the supporter who provided support to the client on the support portal site 26. It is the evaluation of the client (column 107c).

(Support request information)
The support request information 32 will be described with reference to FIG. In the support request information 32, in association with the request ID stored in the request ID column 111, the request name is in the request name column 112, the requester information is in the requester information column 113, and the request is requested in the request content column 114. As for the contents, the supporter ID is stored in the supporter ID column 118.

The request ID in the request ID field 111 is an identifier that uniquely identifies the request from the requester.
The request name in the request name column 112 is the name (title) of the request.
The requester information in the requester information column 113 is the name of the requester (column 113a) and the place of employment (column 113b). The place of employment here has a hierarchical structure of "company name / business establishment name / department name".
The request content of the request content column 114 includes a basic request information column 115, a security level information column 116, and an additional condition column 117.

Of the basic request information (column 115), the date and time (column 115a) is the date and time when the requester wishes to receive support. The place (column 115b) is a place where the supporter visits the client. The occupation type (column 115c) is the occupation type of the work to be supported. The support work (column 115d) is the specific content of the support. The support type (column 115e) is either "on-site", which assumes that the supporter visits the client, or "remote", which assumes that the supporter supports on the support application.

The support application template (column 115f) is a support application template number when support is performed on the support application. The support type (column 115g) is either a "reproduced video" or a "report". The "playback video" indicates that the client wishes to communicate with the supporter in real time while playing the disclosure on the support application. A “report” indicates that the requester wishes the supporter to submit a report to the requester after on-site support.

In the security level information column 116, the titles of one or a plurality of disclosure items that the client can disclose to the supporter are stored for each security level (columns 116a to 116f). The higher the number, the higher the security level, and the more restrictive the disclosure. As mentioned above, the security level is determined according to the relationship between the affiliation of the client and the affiliation of the supporter. The security level is not decided before the actual supporter is decided. In that sense, the security level information column 116 shows the disclosure materials that can be disclosed at the security level, assuming that the security level is determined.

In the additional condition column 117, the attribute information requested by the requester from the supporter is stored. The skill (column 117a) is a supporter's skill (ability or qualification). The IT skill (column 117b) is an information processing-related skill among the skills of the supporter. The security level (column 117c) is one of the security levels in column 116 that the requester particularly desires when using the support application for the request. That is, the security level in column 117c reflects the intention of the requester for each request. For example, the smaller the security level value stored in column 117c, the closer the requester is to the supporter. Seeking. The "attribute information" in the claims corresponds to the additional condition 117 here in a narrow sense, and the basic request information 115 and the additional condition 117 here in a broad sense.

The support experience (column 117d) is either "necessary" indicating that the supporter needs a track record of providing support to the client, or "unnecessary" indicating that the supporter does not need it. The priority item (column 117e) has priority over other skills (column 117a), IT skill (column 117b), security level (column 117c), and support experience (column 117d) as criteria for selecting a supporter. It is a thing (multiple specifications are possible).
The supporter ID in the supporter ID column 118 is a registration ID that identifies the supporter finally selected from the candidates (may be a user ID).

(Access information)
The access information 33 will be described with reference to FIG. In the access information 33, in association with the request ID stored in the request ID column 121, the user ID column 122 has the user ID, the session ID column 123 has the session ID, and the role column 124 has the role. The supporter security level is stored in the security level column 125, the web application link information is stored in the web application link information column 126, and the disconnection flag is stored in the disconnection flag column 127.

The request ID in the request ID column 121 is the same as the request ID in FIG.
The user ID in the user ID column 122 is an identifier that uniquely identifies the user.
The session ID in the session ID column 123 is an identifier that uniquely identifies the session that is the connection opportunity between the user and the support application.
The role of the role column 124 is either a "requester" indicating that the user is a requester in the session, or a "supporter" indicating that the user is a supporter.
The supporter security level in the supporter security level column 125 indicates which security level the user belongs to when the role is "supporter" from the viewpoint of the requester.

The web application link information in the web application link information column 126 is information indicating the position of the support portal site 26 in the network, and here is the URL (Uniform Resource Locator) of the support portal site 26.
The disconnect flag in the disconnect flag column 127 is either "1" indicating that the session is currently connected or "0" indicating that the session is currently disconnected.

(Security level information)
The security level information 34 will be described with reference to FIG. In the security level information 34, the security level (each column of line 131) and the distributable range (each column of line 132) have a one-to-one correspondence. In the example of FIG. 5, the disclosure range is the affiliation of the supporter from the viewpoint of the client. Here, the security level is classified according to the organizational hierarchy of companies, business establishments, departments, etc., and whether or not there is a contractual relationship, but this is only an example (details below).

(Application information)
The application information 35 will be described with reference to FIG. In the application information 35, the support work is stored in the support work column 142, the job type is stored in the job type column 143, and the disclosure is stored in the disclosure column 144 in relation to the application ID stored in the application ID column 141. There is.

The application ID in the application ID field 141 is an identifier that uniquely identifies the support application.
The support work in the support work column 142 is the same as the support work in FIG. 3 (column 115d).
The job category in the job category column 143 is the same as the job category in FIG. 3 (column 115c).
In the disclosure column 144, a plurality of combinations of the disclosure type (columns 144a, 144c, ...) And the location information of the disclosures (columns 144b, 144d, ...) Are stored. Of these, the model is a combination of the title of the disclosure (“equipment video”, etc.) and the file model (“.mp4”, etc.). This title uniquely identifies the specific disclosure. The position information is a two-dimensional coordinate value on the template of the support application.

(Support log information)
The support log information 36 will be described with reference to FIG. 7. In the support log information 36, the request name is in the request name column 152, the web application link information is in the web application link information column 153, and the log column 154 is associated with the request ID stored in the request ID column 151. The log is stored.

The request ID in the request ID column 151 is the same as the request ID in FIG.
The request name in the request name column 152 is the same as the request name in FIG.
The web application link information in the web application link information column 153 is the same as the web application link information in FIG.
In the log column 154, a combination of the time information (column 154a) and one or a plurality of disclosures (columns 154b to 154e) is stored as a "log". The time information is the year, month, day, hour, minute, and second when each disclosure is actually started to be viewed on the support application. The disclosure is represented by its title and file format.

(Manual information)
Manual information 37 will be described with reference to FIG. In the manual information 37, the registration date / time is in the registration date / time column 162, the manual name is in the manual name column 163, the version is in the version column 164, and the request ID is associated with the manual ID stored in the manual ID column 161. The request ID is stored in the column 165, the request name is stored in the request name column 166, and the web application link information is stored in the web application link information column 167.

The manual ID in the manual ID column 161 is an identifier that uniquely identifies the support manual.
The registration date and time in the registration date and time column 162 is the year, month, day, hour, minute, and second at the time when the record of the manual information 37 is created.
The manual name in the manual name column 163 is the name (title) of the support manual. “#” Will be described later.
The version in the version column 164 is a version number (serial number from the first edition) when the support manual is updated while maintaining its identity.

The request ID in the request ID column 165 is the same as the request ID in FIG.
The request name in the request name column 166 is the same as the request name in FIG.
The web application link information in the web application link information column 167 is the same as the web application link information in FIG.

(User registration information)
In the user registration information 38 (FIG. 1), contact information such as a user name, password, and e-mail address is stored in association with the user ID (not shown).

(Processing procedure)
Hereinafter, the processing procedure of the present embodiment will be described. First, in the overall processing procedure (FIG. 9), the mutual relationship of the work support device 1, the requester terminal device 2, and the supporter terminal device 3 in time series will be roughly described. After that, the processing procedure of the work support device 1 (FIGS. 10 to 14), the processing procedure of the requester terminal device 2 (FIGS. 15 and 16), and the processing procedure of the supporter terminal device 3 (FIG. 17) will be described.

(Overall processing procedure)
The whole processing procedure will be described with reference to FIG.
In step S201, the requester terminal device 2 transmits the manual request to the work support device 1. A manual request is a request to search for a support manual.
In step S202, the work support device 1 searches for a support manual. As a result of the search, the support manual may not exist.
In step S203, the work support device 1 transmits the search result to the requester terminal device 2. For convenience of explanation, it is assumed that the search result here is "no support manual".
In step S204, the requester terminal device 2 transmits the support request to the work support device 1. A support request is a request to create a support application for communicating with a supporter.

In step S205, the work support device 1 searches for the supporter information 31. Here, the work support device 1 searches for candidates for supporters who satisfy the conditions of the support request. As a result of the search, there may be no candidate supporter.
In step S206, the work support device 1 transmits the search result to the requester terminal device 2. For convenience of explanation, the search results here include a plurality of candidates for supporters.
In step S207, the requester terminal device 2 selects a supporter. That is, the requester terminal device 2 transmits the result of selecting one supporter to the work support device 1.
In step S208, the work support device 1 determines the security level between the requester and the supporter. After that, the work support device 1 determines the disclosure material based on the determined security level. The work support device 1 transmits the title of the disclosure material that the client can disclose to the supporter to the client terminal device 2.

In step S209, the client terminal device 2 transmits the electronic data of the disclosed material itself to the work support device 1.
In step S210, the work support device 1 creates a support application. At this time, the work support device 1 incorporates the disclosure into the template of the support application.
In step S211th, the work support device 1 transmits the web application link information (URL) to the requester terminal device 2 and the supporter terminal device 3.
The above is the flow up to the day of support. After that, it is assumed that the day of support has arrived.

In step S212, the requester terminal device 2 accesses the support application.
In step S213, the supporter terminal device 3 accesses the support application.
In step S214, the work support device 1 executes support. In the support application, the supporter answers the requester's question. The work support device 1 provides a support application as a place for communication between the two, and creates a log (when, who disclosed what, and what was spoken).

In step S215, the work support device 1 performs the termination process. The termination process is a process of terminating the support application and deleting the access authority from the supporter terminal device 3.
In step S216, the work support device 1 manages the reproduction script as a support manual.

(Processing procedure of work support device)
The processing procedure of the work support device 1 will be described with reference to FIGS. 10 to 14. In the middle of the description, FIGS. 18 to 22 will be referred to as appropriate. First, FIG. 10 will be described.

In step S301, the access management unit 22 activates the support portal site 26. Specifically, first, the access management unit 22 receives access from the requester terminal device 2 (in the case of other recommendation) or the supporter terminal device 3 (in the case of self-recommendation). For the sake of simplification of the explanation, it is assumed here that the access is received from the requester terminal device 2.
Second, the access management unit 22 displays the login screen 41 (FIG. 18) on the output device of the requester terminal device 2, the user inputs the user ID in the user ID field 42a, and the password is entered in the password field 42b. Input, and then accept to press the OK button 42c.

Third, the access management unit 22 displays the menu screen 51 (FIG. 19) on the output device of the requester terminal device 2. Then, the access management unit 22 accepts the user (requester) to press any one of the "manual request" button 52a, the "support request" button 52b, and the "supporter registration" button 52c.

In step S302, the access management unit 22 determines whether or not the supporter registration has been accepted. Specifically, when the "supporter registration" button 52c is pressed (step S302 "Yes"), the access management unit 22 proceeds to step S303, and in other cases (step S302 "No"), step S311. Proceed to.
In step S303, the supporter management unit 21 acquires the supporter information. Specifically, first, the supporter management unit 21 displays a new record (each column is blank) of the supporter information 31 (FIG. 2) on the output device of the requester terminal device 2.
Second, the supporter management unit 21 accepts the requester to input data in each field of the new record.

In step S304, the supporter management unit 21 creates a temporary record of the supporter information 31. Specifically, first, the supporter management unit 21 stores the newly assigned registration ID in the registration ID column 101 of the new record.
Second, the supporter management unit 21 stores a new record in which each column is filled in the auxiliary storage device 15 as a "temporary record" of the supporter information 31.
In step S305, the supporter management unit 21 notifies the candidate of the supporter. Specifically, the supporter management unit 21 sends a notification to the supporter candidate (temporary record column 102a). The notice here includes the content of the tentative record, the name of the requester, and the message "Do you approve of being registered as a supporter with this content?".

In step S306, the supporter management unit 21 determines whether or not the supporter candidate has approved. Specifically, if the response to the notification message in step S305 is "approve" (step S306 "Yes"), the supporter management unit 21 proceeds to step S307. If the response is “not approved” (step S306 “No”), the supporter management unit 21 proceeds to step S308.
In step S307, the supporter management unit 21 creates a record of the supporter information 31. Specifically, the supporter management unit 21 uses the temporary record stored in the “second” of step S304 as the official record of the supporter information 31.
In step S308, the supporter management unit 21 deletes the temporary record of the supporter information 31. Specifically, the supporter management unit 21 deletes the temporary record stored in the “second” of step S304.

In step S311 the access control unit 22 determines whether or not the manual request has been accepted. Specifically, when the "manual request" button 52a (FIG. 19) is pressed (step S311 "Yes"), the access management unit 22 proceeds to step S312, and in other cases (step S311 "No"). , Step S321.

In step S312, the manual management unit 24 searches for a support manual. Specifically, first, the manual management unit 24 displays the manual search screen 61 (FIG. 20) on the output device of the requester terminal device 2. Then, the manual management unit 24 accepts the requester to input a search term (such as the title of the support manual) in the manual name field 62a and press the "OK" button 62c.

Second, the manual management unit 24 searches the manual name field 163 of the manual information 37 (FIG. 8) based on the search term, and acquires all the corresponding records. The corresponding record may not exist.
Thirdly, the manual management unit 24 displays the manual name, registration date and time, and version of the record corresponding to "second" in step S312 in the search result column 62b. If there is no corresponding record, the manual management unit 24 displays that fact in the search result column 62b.

In step S313, the manual management unit 24 determines whether or not the support manual exists. Specifically, the manual management unit 24 proceeds to step S315 when the corresponding record does not exist in the “second” of step S312 (step S313 “No”). If the corresponding record exists (step S313 “Yes”), the manual management unit 24 proceeds to step S314.

In step S314, the manual management unit 24 notifies the requester of the location of the support manual. Specifically, first, when a plurality of records are applicable in the "second" of step S312, the manual management unit 24 selects the radio button 62e in the search result field 62b and then "OK" again. "Accepts pressing the button 62c. If only one record is applicable in the "second" of step S312, the manual management unit 24 considers that the requester has selected that record.

Second, the manual management unit 24 displays information on the output device of the requester terminal device 2 for specifying the location where the support manual selected by the requester is stored. The support manual may be stored in the auxiliary storage device 15 of the work support device 1, or may be stored in any other external storage device. At this time, the manual management unit 24 may acquire the support manual and display the acquired support manual on the output device of the requester terminal device 2. The manual search screen 61 displays a "back" button 62d, a logout button 64, and a user (requester) name 63. When the user presses the "back" button 62d, the manual management unit 24 returns the display screen to the menu screen 51 (FIG. 19).
In step S315, the manual management unit 24 notifies the client that there is no support manual.

In step S321, the access management unit 22 determines whether or not the support request has been accepted. Specifically, when the "support request" button 52b (FIG. 19) is pressed (step S321 "Yes"), the access management unit 22 proceeds to step S322, and in other cases (step S321 "No"). , Step S331.
In step S322, the application management unit 23 and the like prepare support. Details of step S322 will be described with reference to FIG.

In step S331, the access management unit 22 determines whether or not the time to support has arrived. As a premise of step S331, the work support device 1 accepts the date and time (column 115a in FIG. 3) at which the client wishes to receive support before reaching step S331. Then, when the date and time arrives and the web application link information (URL) is pressed (step S331 “Yes”), the access management unit 22 proceeds to step S332, and in other cases (step S331 “No”). , End the processing procedure of the work support device.
In step S332, the application management unit 23 and the like execute support. Details of step S332 will be described with reference to FIG.
After steps S307, S308, S314, S315, S322 or S332, the processing procedure of the work support device is terminated.

The details of step S322 will be described with reference to FIG.
In step S351, the application management unit 23 displays the support request screen 71 (FIG. 21). Specifically, first, the application management unit 23 displays the support request screen 71 (FIG. 21) on the output device of the requester terminal device 2. The basic request information column 72a, the security level information column 72b, and the additional condition column 72c of the support request screen 71 correspond to the basic request information column 115, the security level information column 116, and the additional condition column 117, respectively, in FIG. The application management unit 23 displays the security level information 34 (FIG. 5) in the top row and the second row (reference numeral 72d) of the security level information column 72b.
Second, the application management unit 23 accepts the requester to input data inside the thick lines of the basic request information field 72a, the security level information field 72b, and the additional condition field 72c. The input to the additional condition field 72c is optional (it does not have to be input).

In step S352, the application management unit 23 creates a temporary record of the support request information 32 (FIG. 3). Specifically, first, in the application management unit 23, the requester receives the request name (corresponding to the column 112 in FIG. 3) and the requester information (corresponding to the column 112 in FIG. 3) via the input device of the requester terminal device 2. (Corresponding to column 113) is accepted.
Second, the application management unit 23 creates a temporary record of the support request information 32 by using the data received in the "second" of step S351 and the "first" of step S352. At this time, the application management unit 23 stores the newly assigned request ID in the request ID column 111 of the temporary record, and leaves the supporter ID column 118 blank.

In step S353, the supporter management unit 21 acquires one unprocessed arbitrary record of the supporter information 31 (FIG. 2). The record acquired here is called a "judgment target record".
In step S354, the supporter management unit 21 calculates the basic points of the supporter candidates based on the basic request information. Specifically, the supporter management unit 21 calculates the "basic point" based on the degree of coincidence between the basic request information of the temporary record and the information in each column of the determination target record. The supporter management unit 21 can calculate the basic point by any method. The supporter management unit 21 adds the basic points according to the following rules, for example, with "0 points" as the initial value. The distribution of points can be arbitrarily set by the administrator of the work support device 1 based on the request of the client (the same applies to the additional points and bonus points described later).

<Rule 1> When the job type (column 115c) of the provisional record matches the job type (column 103d) of the determination target record, the supporter management unit 21 adds 10 points to the basic points.
<Rule 2> When the support work of the provisional record (column 115d) matches one of the experience work (column 103f, etc.) of the judgment target record, the supporter management unit 21 adds 20 points to the basic points. do.
<Rule 3> When the location of the temporary record (column 115b) matches the locally available range (column 106) of the determination target record, the supporter management unit 21 adds 5 points to the basic point.
<Rule 4> If all of the rules 1 to 3 match, the supporter management unit 21 adds the score obtained by multiplying the value of the service (column 103e) of the determination target record by "0.5" to the basic score.
<Rule 5> When the support work of the provisional record (column 115d) matches the content of the determination target record (column 107b) and the evaluation of the determination target record (column 107c) is "good", the supporter management The unit 21 adds 30 points to the basic points.

In step S355, the supporter management unit 21 determines whether or not additional conditions have been input. Specifically, the supporter management unit 21 proceeds to step S356 when there is an input to the additional condition column 72c in the “second” of step S351 (step S355 “Yes”), and in other cases (otherwise). Step S355 “No”), and the process proceeds to step S358.

In step S356, the supporter management unit 21 calculates additional points for supporter candidates based on additional conditions other than priority items. Specifically, the supporter management unit 21 calculates the "additional point" based on the degree of matching between the additional condition of the temporary record (excluding the priority item) and the information in each column of the determination target record. The supporter management unit 21 can calculate additional points by any method. The supporter management unit 21 sets "0 points" as an initial value, and adds additional points according to, for example, the following rules.

<Rule 11> When the skill of the provisional record (column 117a) matches the characteristics of the business column 104a of the determination target record, the supporter management unit 21 adds 10 points to the additional points.
<Rule 12> When the IT skill (column 117b) of the provisional record matches the characteristics of the IT column 104b of the determination target record, the supporter management unit 21 adds 20 points to the additional points.
<Rule 13> If at least one of the security levels of the temporary record (column 117c) matches the security level of the supporter (column 102a) of the determination target record, the supporter management unit 21 gives 10 points to the additional points. to add. The supporter management unit 21 compares the work place of the temporary record (column 113b) with the work place of the determination target record (column 103c) and the distinction between active / retired (column 103a), and the requester and the supporter. The security level between the candidate and the candidate is determined (detailed later in step S401).
<Rule 14> When the support experience of the provisional record (column 117d) is "required" and the evaluation of the judgment target record (column 107c) is "good", the supporter management unit 21 adds 30 to the additional points. Add points.

In step S357, the supporter management unit 21 calculates the bonus points of the supporter candidates based on the priority items. Specifically, the supporter management unit 21 calculates bonus points according to the following rules, for example.
<Rule 21> When the additional points added in the above rule 11 are equal to or greater than the additional points added in the above rule 13, and the priority item (column 117e) of the provisional record is "skill", support is provided. The person management unit 21 sets the bonus point to 10 points.
<Rule 22> When the additional points added in the above rule 13 are equal to or greater than the additional points added in the above rule 11, and the priority item (column 117e) of the provisional record is the "security level". The supporter management unit 21 sets the bonus points to 10 points.

In step S358, the supporter management unit 21 calculates the total score of the supporter candidates. Specifically, the supporter management unit 21 totals the basic points, additional points (when passing through step S355 “Yes”) and bonus points (same as above), and the total result is the total of the supporters of the determination target record. Let it be a point. Each time the supporter management unit 21 goes through step S358, the supporter management unit 21 stores the total score in association with the registration ID (identifying a candidate for the supporter).
In step S359, the supporter management unit 21 determines whether or not there is an unprocessed record. Specifically, the supporter management unit 21 returns to step S353 when there is a record to be determined as a determination target record (step S359 “Yes”), and returns to step S353 in other cases (step S359 “No”). Proceed to S360.

In step S360, the supporter management unit 21 determines whether or not there is a candidate for a supporter whose total score is equal to or higher than a predetermined threshold value. Specifically, first, the supporter management unit 21 applies a predetermined threshold value to the total score stored in step S358.
Second, the supporter management unit 21 proceeds to step S361 when there is a supporter candidate whose total score is equal to or higher than a predetermined threshold value (step S360 “Yes”), and proceeds to step S361 in other cases (step S360 “No”). "), Proceed to step S365.

In step S361, the supporter management unit 21 notifies the supporter information. Specifically, the supporter management unit 21 transmits the determination target records for the supporter whose total score is equal to or higher than a predetermined threshold value to the requester terminal device 2 together with the total score calculated in step S358. .. At this time, the supporter management unit 21 also sends a message "Do you receive support from this supporter?" At the same time. The requester responds either "yes" or "no" to the message. When there are a plurality of supporters whose total score is equal to or higher than a predetermined threshold value, the supporter management unit 21 transmits a plurality of combinations of the determination target record and the total score, and the requester responds to each of them. Answer either "yes" or "no".

In step S362, the supporter management unit 21 determines whether or not the client has approved. Specifically, when the supporter management unit 21 receives a “yes” response (step S362 “Yes”), it proceeds to step S363 and receives a “no” response (step S362 “No”). , Step S366.

In step S363, the application management unit 23 creates a record of the support request information 32 (FIG. 3). Specifically, first, the application management unit 23 stores the supporter ID in the supporter ID column 118 of the temporary record of the support request information 32 created in the “second” of step S352. The supporter ID here is the supporter ID of one or a plurality of supporters to whom the requester replied "Yes" in step S361.
Second, the application management unit 23 stores the temporary record as a formal record of the support request information 32.

In step S364, the application management unit 23 prepares a support application. Details of step S364 will be described with reference to FIG.
In step S365, the application management unit 23 notifies that there is no supporter. Specifically, the application management unit 23 sends a message "The supporter who can support you was not found" to the requester terminal device 2.
In step S366, the application management unit 23 deletes the temporary record of the support request information 32.
After step S364 or S366, step S322 ends.

The details of step S364 will be described with reference to FIG.
In step S401, the application management unit 23 acquires the disclosure based on the security level. Specifically, first, the application management unit 23 determines the work place of the support request information 32 (column 113b), the work place of the supporter information 31 (column 103c), and the distinction between active / retired (column 103a). To determine the level of security between the client and the candidate supporter. For example, if the place of work of the client is "Company A / B office / Department C" and the place of work of the supporter is "Company A / N office / Department M", the application management department 23 will use these. Is applied to the security level information 34 (FIG. 5), and "2" is determined as the security level.

Second, the application management unit 23 refers to the security information column 116 of the support request information 32, and determines the disclosure material corresponding to the determined security level. For example, when the disclosure corresponding to the security level “2” is as shown in the security level information 72b in FIG. 21, the application management unit 23 uses “design drawing A”, “design drawing B”, and “equipment image” as disclosure materials. Determine A ".
Third, the application management unit 23 notifies the requester terminal device 2 of the title of the determined disclosure matter, and acquires the electronic data of the disclosure matter itself from the requester terminal device 2.

In step S402, the application management unit 23 acquires the support log type. Specifically, the application management unit 23 acquires the support log type (column 115g) from the support request information 32 (FIG. 3).
In step S403, the application management unit 23 determines whether or not support by the support application is necessary. Specifically, when the support log type acquired in step S402 is "reproduced video" (step S403 "Yes"), the application management unit 23 proceeds to step S404. When the support log type is "report" (step S403 "No"), the application management unit 23 proceeds to step S408. Regarding the branching in step S403, another "modification example" will be described later.

In step S404, the application management unit 23 incorporates the disclosure into the support application. Specifically, the application management unit 23 incorporates the disclosure acquired in the “third” of step S401 into the “temporary position” of the template of the support application. Which disclosure is included in which temporary position on the template is optional (the requester's changes will be accepted later).

In step S405, the application management unit 23 requests confirmation of the layout. Specifically, first, the application management unit 23 displays a template (not shown) incorporating the disclosure on the output device of the requester terminal device 2 together with the message "Do you want to change the layout?". ..
Second, the application management unit 23 receives a "yes" or "no" response from the requester terminal device 3.

In step S406, the application management unit 23 determines whether or not the layout needs to be changed. Specifically, when the application management unit 23 receives "yes" in "second" of step S405 (step S406 "Yes"), the application management unit 23 proceeds to step S407 and receives "no" (step S406). "No"), the process proceeds to step S409.

In step S407, the application management unit 23 changes the layout. Specifically, the application management unit 23 accepts the requester to change the layout (position) of one or a plurality of disclosures on the template on the screen of the supporter terminal device 2.

In step S408, the application management unit 23 prints the disclosure. Specifically, the application management unit 23 converts all disclosures into printable text or still images, which are used as annexes to the above-mentioned "report". When the supporter inputs know-how or the like to the digital note with a digital pen at the site, the application management unit 23 may store the written information in the support log information 36. After that, the application management unit 23 ends step S364. note that. The application management unit 23 may regard the attached material as one support manual. In this case, the application management unit 23 associates the converted text or the like with the request ID and stores it in the manual information 37.

In step S409, the application management unit 23 stores the application information 35 (FIG. 6). Specifically, first, the application management unit 23 creates a new record of the application information 35 (FIG. 6).
Second, the application management unit 23 stores the model and position information of the disclosure in the disclosure column 144 based on the temporary position of the disclosure or the change received in step S407.

Thirdly, the application management unit 23 stores the newly assigned application ID in the application ID column 141 of the new record. The application management unit 23 stores the support work (column 115d) and the occupation type (column 115c) of the request support information 32 in the support operation column 142 and the occupation type column 143 of the new record, respectively. The application management unit 23 shall store the application ID in association with the request ID.

In step S410, the application management unit 23 transmits the web application link information. Specifically, the application management unit 23 uses a template incorporating the disclosure as a support application, and transmits the web application link information (URL) of the support application to the requester terminal device 2 and the supporter terminal device 3. At this time, the application management unit 23 specifies the requester terminal device 2 and the supporter terminal device 3 of the transmission destination based on the requester (column 113a) and the supporter ID (column 118) of the supporter request information 32. .. After that, step S364 ends.

(Modification example of branching in step S403)
Even if the client tries to acquire an image of the site for the purpose of explaining to the supporter, there are cases where a digital camera or the like cannot be used at the site. For example, the case where the use of a digital camera causes interference with other electronic devices, the case where the camera is not permitted to be used for confidentiality in the first place, and the like correspond to this. In this case, the client must disclose, for example, a handwritten document. In addition, even if there are no such restrictions, it is often the case that the supporter comes up with the idea of adding a handwritten document or the like as a disclosure only when the support application is being prepared. Therefore, in step S403, if the application management unit 23 accepts the input that there is an additional disclosure to be printed, it may proceed to step S408, and in other cases, it may proceed to step S404.

The details of step S332 will be described with reference to FIG.
In step S451, the application management unit 23 acquires the application information. Specifically, the application management unit 23 acquires the request ID of the record of the support request information 32 for which the date and time to be supported has arrived, and acquires the application ID associated with the acquired request ID. Further, the application management unit 23 acquires a record of the application information 35 having the acquired application ID.

In step S452, the access management unit 22 waits for access to the support application. Specifically, the access management unit 22 creates a support application based on the record of the application information 35 acquired in step S451, and puts the support application in a state where it can be accessed from the requester terminal device 2 and the supporter terminal device 3. Put. After that, it is assumed that the requester terminal device 2 and the supporter terminal device 3 access the support application.
In step S453, the access management unit 22 creates the access information 33. Specifically, when there is a connection request (session) from a user (requester and supporter), a record of access information 33 in FIG. 4 is created. At this time, the access management unit 22 stores “1” as the disconnection flag (column 127).

In step S454, the application management unit 23 displays the support screen 81 (FIG. 22). Specifically, the application management unit 23 displays the support screen 81 on the output device of the requester terminal device 2 and the output device of the supporter terminal device 3. Then, communication begins between the client and the supporter. Disclosures 83a, 83b and 83c are incorporated as icons in the support screen 81. These are disclosures that the client has determined may be disclosed to the supporter. When the requester or the supporter selects, for example, the equipment image 83a on the screen, the application management unit 23 reproduces the equipment image 83 as a moving image. Further, when the client or the supporter selects, for example, the plant design drawing 83b, the application management unit 23 continuously slides and displays each page of the plant design drawing.

The requester or the supporter can input characters in the remark content field 85 of the memo field 84. Then, the application management unit 23 displays the character in real time in the remark content column 85 on the screen of the other party. The application management unit 23 can also convert the voice of the requester or the supporter into characters and display it in the remark content column 85 on both screens. The application management unit 23 can also store the input character (spoken voice) in association with the date and time and the speaker. Further, the application management unit 23 can also display images of the requester and the supporter (videos such as an upper body image) in the columns 82a and 82b.

In step S455, the support log management unit 25 creates the support log information 36 (FIG. 7). Specifically, first, the support log management unit 25 creates a new record of the support log information 36.
Secondly, each time the requester or the supporter selects a disclosure material, the support log management unit 25 displays the time when the disclosure material is selected and the selected disclosure material as a log in the log column 154 of the new record. Memorize the model (title and file model).
Thirdly, the support log management unit 25 stores the request ID and the request name of the support request information 32 (FIG. 3) in the request ID column 151 and the request name column 152 of the new record. The support log management unit 25 stores the web application link information (column 126) of the access information 33 (FIG. 4) in the web application link column 153 of the new record.

In step S456, the application management unit 23 determines whether or not the work support has been completed. Specifically, when the application management unit 23 receives a notification from the requester and the supporter that the access to the support application has been completed (step S456 “Yes”), the disconnection flag of the access information 33 is set to “0”. Then proceed to step S457. In other cases (step S456 “No”), the application management unit 23 returns to step S454. Then, in step S455 during the repetitive processing, the logs will be accumulated.

In step S457, the application management unit 23 accepts the logout. Specifically, the application management unit 23 receives a logout instruction from the requester terminal device 2 and the supporter terminal device 3.
In step S458, the access management unit 22 deletes the access authority of the supporter.
In step S459, the manual management unit 24 creates a manual. Details of step S459 will be described with reference to FIG. After that, step S332 is completed.

The details of step S459 will be described with reference to FIG.
In step S501, the manual management unit 24 acquires the support log information 36. Specifically, the manual management unit 24 acquires the log stored in the “second” of step S455.
In step S502, the manual management unit 24 creates a playback script. Specifically, the manual management unit 24 creates a playback script based on the log acquired in step S501. As described above, the reproduction script is a program that selects and reproduces a plurality of disclosures selected and reproduced on the support screen 81 again at a later date in the same order and at the same time interval as at that time.

In step S503, the manual management unit 24 registers the reproduction script as a manual. Specifically, first, the manual management unit 24 creates a new record of the manual information 37. Then, the manual management unit 24 stores the request ID, the request name, and the web application link information of the support log information 36 in the request ID column 165, the request name column 166, and the web application link information column 167 of the new record, respectively. ..
Second, the manual management unit 24 stores the newly assigned manual ID and the current time in the manual ID column 161 and the registration date / time column 162 of the new record, respectively.

Thirdly, the manual management unit 24 stores the name of the reproduction script and "1.0" in the manual name column 163 and the version column 164 of the new record, respectively. The name of the reproduction script is arbitrary, and may be, for example, the same name as the request name (“XX Seisakusho ...”). However, the manual management unit 24 attaches a code such as "#" to the request name and stores the link information (URL) of the reproduction script in association with the request name so that it can be understood that it is a reproduction script. Is desirable. When another reproduction script having different contents is already registered with the same name (manual name), the manual management unit 24 stores, for example, "2.0" in the version column 164 to distinguish it from the registered one.

In step S504, the manual management unit 24 releases the support manual. Specifically, the manual management unit 24 puts the playback script as one of the manuals in an arbitrary place (for example, the auxiliary storage device 15) after making it searchable and viewable by the user (supporter). Remember. After that, step S459 ends.

As is clear from the configuration of the manual information 37 in FIG. 8, a plurality of manuals including the reproduction script are associated with each other through the request ID as an intermediary. Therefore, for example, a requester who has viewed a support application in the past can easily access a playback script that reproduces the viewing at that time. In addition, the requester who searches for a manual can easily access the playback script associated with that manual.

(Processing procedure of requester terminal device)
The processing procedure of the requester terminal device 2 will be described with reference to FIGS. 15 and 16. First, FIG. 15 will be described.
In step S601, the requester terminal device 2 connects to the support portal site. Specifically, the requester terminal device 2 accesses the support portal site and displays the login screen 41 (FIG. 18) on its own output device. After that, it is assumed that the requester terminal device 2 inputs the user ID in the user ID field 42a, the password in the password field 42b, and then presses the OK button 42c.

In step S602, the client terminal device 2 determines whether or not the supporter registration has been accepted. Specifically, when the "supporter registration" button 52c is pressed (step S602 "Yes"), the requester terminal device 1 proceeds to step S603, and in other cases (step S602 "No"), the step. Proceed to S611.
In step S603, the requester terminal device 2 receives the supporter information. Specifically, the requester terminal device 2 displays a new record (each column is blank) of the supporter information 31 (FIG. 2) on its own output device, and the requester displays each of the new records. Accepts to enter data in the field.

In step S604, the requester terminal device 2 transmits the supporter information. Specifically, the requester terminal device 2 transmits the data received in step S603 to the work support device 1.
In step S605, the client terminal device 2 determines whether or not the supporter has approved. Specifically, when the requester terminal device 2 receives a notification from the work support device 1 that the supporter has approved his / her registration (step S605 “Yes”), the requester terminal device 2 proceeds to step S641. In other cases (step S605 “No”), the requester terminal device 2 waits until the notification is received.

In step S611, the requester terminal device 2 determines whether or not the manual request has been accepted. Specifically, the requester terminal device 2 proceeds to step S612 when the "manual request" button 52a is pressed (step S611 "Yes"), and otherwise (step S611 "No"), step S621. Proceed to.
In step S612, the requester terminal device 2 accepts the search condition. Specifically, the requester terminal device 2 displays the manual search screen 61 (FIG. 20) on its own output device, and the requester inputs a search term (such as the title of the support manual) in the manual name field 62a. Accepts pressing the "OK" button 62c.

In step S613, the requester terminal device 2 transmits the search condition. Specifically, the requester terminal device 2 transmits the search term received in step S612 to the work support device 1.
In step S614, the client terminal device 2 determines whether or not the support manual exists. Specifically, when the requester terminal device 2 receives a notification from the work support device 1 that the support manual corresponding to the search term exists (step S614 “Yes”), the requester terminal device 2 proceeds to step S615. When the requester terminal device 2 receives the notification from the work support device 1 that the support manual does not exist (step S614 “No”), the requester terminal device 2 proceeds to step S641.

In step S615, the client terminal device 2 acquires the location of the support manual. Specifically, the client terminal device 2 receives the link information of the place where the support manual exists or the support manual itself from the work support device 1. Then, the process proceeds to step S641.
In step S621, the requester terminal device 2 determines whether or not the support request has been accepted. Specifically, when the "support request" button 52b is pressed (step S621 "Yes"), the requester terminal device 2 proceeds to step S622, and in other cases (step S621 "No"), step S631. Proceed to.

In step S622, the client terminal device 2 prepares for support. Details of step S622 will be described with reference to FIG. Then, the process proceeds to step S641.
In step S631, the client terminal device 2 determines whether or not the time to support has arrived. Specifically, in the requester terminal device 2, when the date and time (column 115a in FIG. 3) that the requester wishes to receive support arrives and the web application link information (URL) is pressed (step S631 ". Yes ”), the process proceeds to step S632. In other cases (step S331 “No”), the requester terminal device 2 proceeds to step S641.

In step S632, the client terminal device 2 receives support. Specifically, the requester terminal device 2 communicates between the requester and the supporter on the support screen 81 (FIG. 22) of the support application. Then, the process proceeds to step S641.
In step S641, the requester terminal device 2 determines whether or not the user has logged out. Specifically, when the requester terminal device 1 receives the instruction to log out (step S641 "Yes"), the processing procedure of the requester terminal device is terminated, and in other cases (step S641 "No"). ), Return to step S602.

The details of step S622 will be described with reference to FIG.
In step S651, the requester terminal device 2 accepts the input of the support request information 32 (FIG. 3). Specifically, first, the requester terminal device 2 displays the support request screen 71 (FIG. 21) on its own output device.
Second, the requester terminal device 2 accepts the requester to input data inside the thick lines of the basic request information field 72a, the security level information field 72b, and the additional condition field 72c.
In step S652, the requester terminal device 2 transmits the support request information 32. Specifically, the requester terminal device 2 transmits the data received in the "second" of step S651 to the work support device 1.

In step S653, the requester terminal device 2 determines whether or not the support request result has been received. Specifically, when the requester terminal device 2 receives a notification (support request result) notifying the presence or absence of a supporter from the work support device 1 (step S653 “Yes”), the requester terminal device 2 proceeds to step S654, and in other cases. (Step S653 "No"), wait until reception.
In step S654, the client terminal device 2 determines whether or not the support request has been determined. Specifically, when the support request result is "with supporter" and the requester approves to receive the support of the supporter (step S654 "Yes"), the requester terminal device 2 steps. Proceed to S655. In other cases (step S654 “No”), the requester terminal device 2 proceeds to step S659.

In step S655, the client terminal device 2 determines whether or not there is a disclosure material. Specifically, when the requester terminal device 2 has a disclosure, that is, when the disclosure is input to the security level information field 72b in the “second” of step S651 (step S655 “Yes”), the step. Proceed to S656. In other cases (step S655 “No”), the requester terminal device 2 proceeds to step S658.

In step S656, the client terminal device 2 acquires a disclosure material satisfying the security level. At this stage, the work support device 1 determines the security level between the requester and the supporter, and among the disclosures entered in the security level information field 72b in “second” of step S651, the determined security. The one corresponding to the level is decided. Therefore, first, the client terminal device 2 receives the title of the disclosure corresponding to the determined security level from the work support device 1.
Second, the requester terminal device 2 acquires the electronic data of the disclosure that received the title in the "first" of step S656 from an arbitrary place (for example, the auxiliary storage device of the requester terminal device 2).

In step S657, the client terminal device 2 transmits the disclosure. Specifically, the client terminal device 2 transmits the electronic data of the disclosure acquired in the “second” of step S656 to the work support device 1.
In step S658, the client terminal device 2 determines whether or not the web application link information has been received. Specifically, when the requester terminal device 2 receives the web application link information (URL) from the work support device 1 (step S658 “Yes”), the requester terminal device 2 proceeds to step S661, and in other cases (step S658 “No”). "), Proceed to step S660.

In step S659, the requester terminal device 2 determines whether or not to make the support request again. Specifically, the requester terminal device 1 returns to step S651 when the "support request" button 52b is pressed again (step S659 "Yes"), and returns to step S651 in other cases (step S659 "No"). Proceed to S660. In step S651 after returning, the requester terminal device 2 inputs data different from the previous time inside the thick lines of the basic request information field 72a, the security level information field 72b, and the additional condition field 72c in FIG. 21. Accept to do.

In step S660, the requester terminal device 2 withdraws the support request. Specifically, the requester terminal device 2 sends a notification to the work support device 1 to the effect that the support request is withdrawn. After that, step S622 ends.
In step S661, the requester terminal device 2 connects to the support application.
In step S662, the client terminal device 2 confirms the layout. Specifically, the requester terminal device 2 displays a template incorporating the disclosure on its own output device together with the message "Do you want to change the layout?". Then, the requester inputs a "yes" or "no" reply.

In step S663, the client terminal device 2 determines whether or not to change the layout. Specifically, the requester terminal device 2 proceeds to step S664 when the response in step S662 is "Yes" (step S663 "Yes"), and when the response is "No" (step S663 ". No ”), step S622 is completed.
In step S664, the requester terminal device 2 transmits a layout change request. Specifically, the client terminal device 2 transmits the changed position information of the disclosed material to the work support device 1. Then, the process returns to step S658.

(Processing procedure of supporter terminal device)
The processing procedure of the supporter terminal device 3 will be described with reference to FIG.
In step S701, the supporter terminal device 3 determines whether or not the supporter registration has been accepted. Specifically, when the supporter terminal device 3 receives a notification from the work support device 1 that there is a requester who is trying to register his / her own user as a candidate for the supporter (step S701 “Yes”), the step Proceed to S702. In other cases (step S701 "No"), the supporter terminal device 3 proceeds to step S711.
In step S702, the supporter terminal device 3 connects to the support portal site. The method of connecting to the support portal site is according to step S601.

In step S703, the supporter terminal device 3 determines whether or not to approve the supporter registration. Specifically, when the supporter terminal device 3 receives an input from its own user to approve that its own user is registered as a supporter (step S703 “Yes”), the supporter terminal device 3 proceeds to step S704. In other cases (step S703 “No”), the supporter terminal device 3 proceeds to step S725.
In step S704, the supporter terminal device 3 acquires the supporter information. Specifically, the supporter terminal device 3 receives the record of the supporter information 31 (information about the supporter recognized by the client) from the work support device 1.

In step S705, the supporter terminal device 3 determines whether or not to change the supporter information. Specifically, when the supporter terminal device 3 changes the content of the record received in step S704 (step S705 “Yes”), the supporter terminal device 3 proceeds to step S706. In other cases, or when the approval is revoked without changing the contents of the record (step S705 “No”), the supporter terminal device 3 proceeds to step S725.
In step S706, the supporter terminal device 3 transmits the changed supporter information. Specifically, the supporter terminal device 3 accepts its own user (supporter) to modify the record of the supporter information 31, and transmits the modified record to the work support device 1.

In step S711, the supporter terminal device 3 determines whether or not the support request has been accepted. Specifically, when the supporter terminal device 3 receives a notification from the work support device 1 that the supporter has been selected as a supporter related to a specific request (step S711 “Yes”), the supporter terminal device 3 proceeds to step S712. .. In other cases (step S711 "No"), the supporter terminal device 3 proceeds to step S721.
In step S712, the supporter terminal device 3 connects to the support portal site.

In step S713, the supporter terminal device 3 acquires the support request information. Specifically, the supporter terminal device 3 receives the record (contents of support, etc.) of the support request information 32 from the work support device 1.
In step S714, the supporter terminal device 3 determines whether or not to approve the support request information. Specifically, when the supporter terminal device 3 receives a reply to the effect that the supporter approves to become the supporter according to the request (step S714 “Yes”), the supporter terminal device 3 proceeds to step S725. In other cases (step S714 “No”), the supporter terminal device 3 entrusts the processing to the work support device 1. Then, the work support device 1 proceeds to step S715. The operation main body of the step of the broken line in FIG. 17 is the work support device 1.

In step S715, the supporter management unit 21 of the work support device 1 determines whether or not there is a candidate for another supporter. Specifically, the supporter management unit 21 proceeds to step S716 when there is a candidate for another supporter (step S715 “Yes”), and proceeds to step S725 in other cases (step S715 “No”). ..
In step S716, the supporter management unit 21 of the work support device 1 introduces candidates for other supporters. Specifically, the supporter management unit 21 transmits a record (support content, etc.) of the support request information 32 to the supporter terminal device 3 of another user. Then, when the candidate of another supporter approves the support request information, the supporter management unit 21 notifies the requester of the other supporter.

In step S721, the supporter terminal device 3 determines whether or not the time point for support has arrived. Specifically, when the date and time when the requester wishes to receive support arrives and the web application link information (URL) is pressed (step S721 “Yes”), the supporter terminal device 3 goes to step S722. move on. In other cases, the supporter terminal device 3 returns to step S701 (step S721 “No”).
In step S722, the supporter terminal device 3 connects to the support application.

In step S723, the supporter terminal device 3 provides support information. At this stage, the supporter and the client communicate on the support screen 81 (FIG. 22) of the support application. The supporter watches (reproduces) the disclosure material provided by the client, and inputs advice, know-how, etc. in characters (voice).
In step S724, the supporter terminal device 3 determines whether or not to end the support. Specifically, when the supporter terminal device 3 accepts the supporter to input the instruction to end the support (step S724 “Yes”), the supporter terminal device 3 proceeds to step S725, and in other cases (step S721). "No"), the process returns to step S723.

In step S725, the supporter terminal device 3 receives the result notification. Specifically, the supporter terminal device 3 receives the following message from the work support device 1.
-If you go through step S703 "Yes", "You have been registered as a supporter."
-If you go through step S703 "No", "You were not registered as a supporter."
・ If you go through step S714 "Yes", "You will support the client XX at a later date."
-If you go through step S714 "No", "You have decided not to support the client XX."
・ If you go through step S724 “Yes”, “Thank you for your support.”
After that, when the supporter terminal device 3 accepts the supporter to log out, the supporter terminal device 3 ends the processing procedure of the supporter terminal device 3.

(Criteria for determining communication level)
In the above, the work support device 1 determines the security level according to the relationship between the organization to which the client belongs in the job and the organization to which the supporter belongs in the job. And the organization has a plurality of layers. As another example, the work support device 1 may determine the security level according to the following affiliations.
・ Professional affiliation from the viewpoint of capital series such as “parent company / subsidiary / grandchild company” ・ Geographical affiliation such as “nation / prefecture / municipality” ・ Learning affiliation such as “school / grade / class” ・Classification of trust relationships such as "friends / relatives / family living together", related affiliations, number of communications in the past, etc.

(Restricted access to playback script)
The disclosures played by the playback script are not available to all users. Therefore, when the reproduction script is searched for in the manual request, the access control unit 22 of the work support device 1 identifies the requester associated with the support application that is the source of the reproduction script. Then, the access management unit 22 permits the execution of the reproduction script only to the person whose relationship with the specified requester corresponds to the predetermined security level (for example, the person whose security level is "0").

(Effect of this embodiment)
The effects of the work support device of this embodiment are as follows.
(1) The work support device can accurately determine the supporter based on the attribute information, and determine the disclosure items that can be disclosed according to the security level with the supporter.
(2) The work support device can reproduce the communication between the client and the supporter at a later date.
(3) The work support device can incorporate video, images, sounds, tables and texts into the place of communication.
(4) The work support device can determine the supporter based not only on the attribute information but also on the security level.

The present invention is not limited to the above-described embodiment, and includes various modifications. For example, the above-described embodiment has been described in detail in order to explain the present invention in an easy-to-understand manner, and is not necessarily limited to the one including all the configurations described. Further, it is possible to replace a part of the configuration of one embodiment with the configuration of another embodiment, and it is also possible to add the configuration of another embodiment to the configuration of one embodiment. Further, it is possible to add / delete / replace a part of the configuration of each embodiment with another configuration.

Further, each of the above-mentioned configurations, functions, processing units, processing means and the like may be realized by hardware by designing a part or all of them by, for example, an integrated circuit. Further, each of the above configurations, functions, and the like may be realized by software by the processor interpreting and executing a program that realizes each function. Information such as programs, tables, and files that realize each function can be placed in a memory, a recording device such as a hard disk or SSD (Solid State Drive), or a recording medium such as an IC card, SD card, or DVD.
In addition, the control lines and information lines indicate what is considered necessary for explanation, and do not necessarily indicate all the control lines and information lines in the product. In practice, it can be considered that almost all configurations are interconnected.

1 Work support device 2 Client terminal device 3 Supporter terminal device 4 Security device 5 Disclosure 6 Internal network 7 External network 11 Central control device 12 Input device 13 Output device 14 Main storage device 15 Auxiliary storage device 16 Communication device 21 Supporter Management Department 22 Access Management Department 23 Application Management Department 24 Manual Management Department 25 Support Log Management Department 26 Support Portal Site 31 Supporter Information 32 Support Request Information 33 Access Information 34 Security Level Information 35 Application Information 36 Support Log Information 37 Manual Information 38 Users Registration information

Claims (5)

Supporter management that determines the supporter based on the attribute information that the client requests from the supporter in advance in order to provide a place for communication between the requester who performs the work and the supporter who supports the work. Department and
Depending on the security level based on the relationship between the organization to which the client belongs and the organization to which the supporter belongs, the disclosure material that the client can disclose to the supporter is determined in the place of communication. With the application management department
A work support device characterized by being equipped with. Create a playback script to reproduce the disclosed material disclosed in the place of communication, and create a playback script.
Provided with a manual management unit that stores the created playback script in an arbitrary location as a support manual that can be searched by the supporter.
The work support device according to claim 1. The disclosure is
Includes at least one of video, image, audio, table and text
The playback script is
Each of the disclosures has time information to be reproduced,
2. The work support device according to claim 2. The attribute information is
Including the supporter's skills, the supporter's support experience, and the security level.
The supporter management department
Determining the supporter based on the security level,
3. The work support device according to claim 3. The requester terminal device operated by the requester who performs the work,
A supporter terminal device operated by a supporter who supports the work,
Communicatably connected to the client terminal device and the supporter terminal device,
In order to provide a place for the client and the supporter to communicate with each other, the supporter is determined based on the attribute information requested by the client in advance from the supporter.
Depending on the security level based on the relationship between the organization to which the client belongs and the organization to which the supporter belongs, the disclosure material that the client can disclose to the supporter is determined in the place of communication. Work support device and
A work support system characterized by being equipped with.

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