Software problem processing method and device, computer equipment and storage medium

Abstract

The invention relates to a software problem processing method and device, computer equipment and a storage medium. The method comprises the following steps: in response to a software problem processing request, judging a source of the software problem processing request; generating a problem processing task according to the software problem processing request and a task creation rule corresponding to the source; performing task classification on the problem processing tasks to obtain task types corresponding to the problem processing tasks; and matching a corresponding operation object according to the task type, and sending the problem processing task to the operation object. By adopting the method, the software problem processing efficiency can be improved.

Description

Technical Field

[0001] The present application relates to the technical field of software development, and particularly to a software problem handling method, apparatus, computer device, and storage medium. Background Art

[0002] With the development of software development technology, during the software development process, the increasing complexity of software code has made the efficiency of software development an urgent focus of attention.

[0003] During the software development process, different software problems are often encountered. Traditional software problem notification and risk management methods are no longer sufficient to address current challenges, resulting in a slow software problem handling process and thus untimely responses to software problems. Summary of the Invention

[0004] Based on this, in view of the above technical problems, it is necessary to provide a software problem handling method, apparatus, computer device, and storage medium that can improve the efficiency of software problem handling.

[0005] In a first aspect, a software problem handling method is provided. The method includes:

[0006] In response to a software problem handling request, determine the source of the software problem handling request;

[0007] Generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source;

[0008] Classify the problem handling task to obtain the task type corresponding to the problem handling task;

[0009] Match the corresponding job object according to the task type, and send the problem handling task to the job object.

[0010] In some embodiments, generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source includes:

[0011] In response to the software problem handling request originating from an automated detection process, extract information from the software problem request to obtain problem description information;

[0012] Generate a problem handling task according to the problem description information.

[0013] In some embodiments, generating a problem handling task according to the problem description information includes:

[0014] Generate a problem handling task template;

[0015] Call the target code stored in the code repository;

[0016] Fill the problem description information into the corresponding fields in the problem handling task template using the target code, and generate a problem handling task according to the filled problem handling task template.

[0017] In some embodiments, generating a problem handling task according to a software problem handling request and a task creation rule corresponding to the source includes:

[0018] In response to the software problem request originating from the manual detection process, perform anomaly detection on the software problem handling request;

[0019] When the software problem handling request is an abnormal software problem handling request, extract the identification information of the software problem handling request and store the identification information; when the software problem handling request is a normal software problem handling request, generate a problem handling task according to the software problem handling request.

[0020] In some embodiments, the anomaly detection includes format specification detection. Performing anomaly detection on the software problem handling request includes:

[0021] Compare the field information in the description field of the software problem handling request with the field rule information;

[0022] In response to the field information being inconsistent with the field rule information, determine that the software problem handling request is an abnormal software problem handling request with a format anomaly.

[0023] In some embodiments, the anomaly detection includes transfer anomaly detection. Performing anomaly detection on the software problem handling request includes:

[0024] Compare the status transfer information of the software problem handling request with the preset status transfer information;

[0025] In response to the status transfer information being inconsistent with the preset status transfer information, determine that the software problem handling request is an abnormal software problem handling request with a transfer anomaly.

[0026] In some embodiments, the anomaly detection includes overdue detection. Performing anomaly detection on the software problem handling request includes:

[0027] Monitor the duration of the problem status of the software problem handling request, and determine whether the duration of the problem status has changed within a preset specified time;

[0028] In response to the duration of the problem status not changing within the preset specified time, determine that the software problem handling request is an abnormal software problem handling request with a time overdue.

[0029] In some embodiments, classifying the problem handling task includes:

[0030] Extract keyword information from the system fields of the problem handling tasks;

[0031] Cluster the problem handling tasks belonging to the same preset category according to the keyword information and clustering algorithm.

[0032] In some embodiments, sending the problem handling task to a job object includes:

[0033] Match the corresponding problem solution and automated processing script for the problem handling task from the historical solution database;

[0034] Send the problem handling task, the problem solution, and the automated processing script to the job object.

[0035] In a second aspect, a software problem handling device is provided, and the device includes:

[0036] A problem classification module, configured to determine the source of the software problem handling request in response to the software problem handling request;

[0037] A task creation module, configured to generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source;

[0038] A task classification module, configured to classify the problem handling task to obtain the task type corresponding to the software problem request;

[0039] A to-do notification module, configured to match the corresponding job object according to the task type and send the problem handling task to the job object.

[0040] A computer device includes a memory, a processor, and a computer program stored on the memory and executable on the processor. When the processor executes the computer program, the method according to any one of the first aspect is implemented.

[0041] A computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method according to any one of the first aspect is implemented.

[0042] The above software problem handling method, device, computer device, and storage medium classify software problem handling requests from different sources by determining the source of the software problem handling request, so as to create problem handling tasks according to the task creation rules corresponding to different sources, and classify the problem handling tasks to match and push them to suitable job objects. By using this method, software problems from multiple sources can be compatible, problem handling tasks can be created and pushed quickly and accurately, manual intervention in the software problem handling process can be reduced, the response time of software problems can be shortened, and the efficiency of software problem handling can be improved. Description of the Drawings

[0043] Figure 1 It is an application environment diagram of the software problem handling method in some embodiments;

[0044] Figure 2 It is a schematic flowchart of the software problem handling method in some embodiments;

[0045] Figure 3 It is a schematic diagram of the problem handling task generation process for software problem handling requests from different sources in some embodiments;

[0046] Figure 4 It is a schematic diagram of the task classification process for problem handling tasks in some embodiments;

[0047] Figure 5 It is a structural block diagram of the software problem handling device in some embodiments;

[0048] Figure 6 It is an internal structure diagram of a computer device in some embodiments. Detailed implementation manners

[0049] In order to make the objectives, technical solutions and advantages of the present application clearer and more understandable, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0050] The software problem handling method provided by the present application can be applied to, for example, Figure 1 the application environment shown. Among them, the terminals 102a to 102n communicate with the server 104 through the network.

[0051] Specifically, in Figure 1 the application scenario, different job objects can be configured with corresponding terminals. For example, any one or more of the terminals 102a to 102n, and the server 104 receives a software problem handling request and determines the source of the software problem handling request; generates a problem handling task according to the software problem handling request, the source, and the preset rules corresponding to the source; classifies the problem handling task to obtain the task type corresponding to the software problem request, matches the corresponding job object according to the task type, and sends the problem handling task to the terminal of the corresponding job object.

[0052] Among them, the terminals 102a to 102n may include, but are not limited to, various personal computers, laptop computers, smart phones, tablet computers, and portable wearable devices, and the server 104 may be implemented by an independent server or a server cluster composed of multiple servers.

[0053] In some embodiments, as Figure 2 shown, a software problem handling method is provided, and this method is applied toFigure 1 Take the server in

[0054] Step S202: In response to a software problem handling request, determine the source of the software problem handling request.

[0055] Among them, the source of the software problem handling request can at least include an automated detection process and a manual detection process. Exemplarily, the automated detection process can be an automated detection process for test cases, and the manual detection process can be a manual detection process for problem tickets describing software problems.

[0056] In this step, since software problems may originate from different detection processes, therefore, after receiving a software problem handling request, the server can first determine the source of the software problem handling request. Exemplarily, the server can receive a software problem handling request triggered by a user, or can call the code in the code repository in real time or at a custom time period, thereby triggering a software problem handling request.

[0057] Step S204: Generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source.

[0058] In this step, after the server responds to the software problem handling request, it starts the software problem handling process. According to the different sources of the software problem handling request, it can call the task creation rule code corresponding to the determined source from the code repository and create an automated problem handling task.

[0059] Step S206: Classify the problem handling task to obtain the task type corresponding to the problem handling task.

[0060] Among them, the task type can be divided according to actual needs. Exemplarily, it can be divided according to different systems of the vehicle. For example, the task type can include but is not limited to seat system tasks, exterior light system tasks, rearview mirror system tasks, door lock system tasks, interior light system tasks, window system tasks, alarm system tasks, etc. The task type can include but is not limited to the classification method shown in the example and the system tasks divided, and can be customized and adjusted according to actual needs.

[0061] In this step, the server can classify the created problem handling task, determine the task type corresponding to the problem handling task that needs to be processed currently, and different task types can correspond to different job objects.

[0062] Step S208: Match the corresponding job object according to the task type and send the problem handling task to the job object.

[0063] In this step, the server can automatically assign the problem handling task to the most suitable team or individual, i.e., the job object, based on predefined matching rules and historical matching data using machine learning algorithms. After the server determines the job object corresponding to the problem handling task, it can push the problem handling task to the relevant job object in a timely manner by calling the communication tool. This ensures that the problem handling task can be taken over by the appropriate job object in a timely manner, shortening the problem response time and improving the team's collaboration efficiency and problem-solving efficiency.

[0064] Exemplarily, by integrating tools such as Jenkins and Zapier, the information push process can be automatically triggered, and by calling the instant messaging tool, the problem handling tasks of different task types can be pushed to the notification lists of different job objects through the instant messaging tool.

[0065] The above software problem handling method classifies software problem handling requests from different sources by judging the source of the software problem handling request, thereby creating problem handling tasks according to the task creation rules corresponding to different sources, and classifying the problem handling tasks to match the suitable job object. By adopting this method, it can be compatible with software problems from multiple sources, quickly and accurately create and push problem handling tasks to the appropriate job object, reduce manual intervention in the software problem handling process, shorten the response time of software problems, and improve the efficiency of software problem handling.

[0066] In some embodiments, generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source includes: in response to the software problem handling request originating from the automated detection process, extracting information from the software problem request to obtain problem description information; generating a problem handling task according to the problem description information.

[0067] In this embodiment, for the software problems generated in the automated detection process, the problem description information of the software problems carried in the software problem request can be identified through intelligent algorithms. The problem description information includes at least one of a problem title, test case identification information, and use case description information. The test case identification information can be, for example, a test case ID (Identifier). Then, the creation of problem handling tasks can be automated on the software problem management system. The above intelligent algorithms include, but are not limited to, machine learning algorithms, custom recognition algorithms, etc. Machine learning algorithms can include, but are not limited to, natural language processing (NLP) algorithms and deep learning algorithms.

[0068] In this embodiment, it is possible to perform automated identification, semantic analysis, and creation of problem handling tasks for software problems originating from an automated detection process, etc. This can better adapt to the automated detection process, reduce manual intervention, improve the initial response speed and accuracy of software problem handling, and enhance the efficiency of software problem handling.

[0069] In some embodiments, generating a problem handling task based on problem description information includes: generating a problem handling task template; calling target code stored in a code repository; using the target code to fill the problem description information into corresponding fields in the problem handling task template, and generating a problem handling task based on the filled problem handling task template. Here, the target code refers to the selected code for implementing automatic filling of problem description information.

[0070] In this embodiment, the process of creating a problem handling task can be as follows: When the server recognizes and extracts problem description information such as the problem title, test case identification information, and use case description information, it can trigger the code stored in the code repository through a continuous integration and delivery tool platform, such as the Jenkins platform, etc. This code can fill the keyword field information required for creating a problem handling task on the software problem management system. After filling, it can quickly and automatically create a problem handling task in the software problem management system, improving the efficiency of creating problem handling tasks.

[0071] In some embodiments, generating a problem handling task based on a software problem handling request and the corresponding task creation rules includes: in response to the software problem request originating from a manual detection process, performing anomaly detection on the software problem handling request; when the software problem handling request is an abnormal software problem handling request, extracting the identification information of the software problem handling request and storing the identification information; when the software problem handling request is a normal software problem handling request, generating a problem handling task based on the software problem handling request.

[0072] In this embodiment, for a software problem handling request triggered by a software problem detected during the manual detection process by testers, for example, a software problem handling request triggered by a problem ticket containing a software problem description situation detected during the manual detection process, an intelligent algorithm can be used to perform anomaly detection on the software problem handling request. Here, the anomaly detection can include but is not limited to format specification detection, flow anomaly detection, overdue detection, etc. Through anomaly detection, abnormal software problem handling requests can be quickly and accurately screened out from multiple software problem handling requests. For normal software problem handling requests, they can enter the process of creating problem handling tasks, and for abnormal software problem handling requests, they can be stored in, for example, local storage space for manual verification, avoiding the generation of invalid tasks and affecting the subsequent automated processing process.

[0073] In some embodiments, anomaly detection includes format specification detection. Anomaly detection for software problem handling requests includes: comparing the field information in the description field of the software problem handling request with the field rule information; in response to the field information being inconsistent with the field rule information, determining that the software problem handling request is an abnormal software problem handling request with a format anomaly.

[0074] In this embodiment, format specification detection can be performed by intelligently identifying the software problem handling request and comparing the field information in the description field of the software problem handling request with the predefined field rule information. For example, the field rule information states that the summary field needs to include descriptions such as "must occur" and "sporadic". If the software problem handling request does not have such words in this field, it is regarded as an abnormal software problem handling request. In this embodiment, through format specification detection, software problem handling requests with format anomalies can be accurately and timely sorted out, thereby improving the fluency and accuracy of automated software problem handling.

[0075] In some embodiments, anomaly detection includes transfer anomaly detection. Anomaly detection for software problem handling requests includes: comparing the status transfer information of the software problem handling request with the preset status transfer information; in response to the status transfer information being inconsistent with the preset status transfer information, determining that the software problem handling request is an abnormal software problem handling request with a transfer anomaly. In this embodiment, through transfer anomaly detection, software problem handling requests with abnormal transfer status can be accurately and timely sorted out, thereby improving the fluency and accuracy of automated software problem handling.

[0076] In some embodiments, anomaly detection includes overdue detection. Anomaly detection for software problem handling requests includes: monitoring the duration of the problem status of the software problem handling request and determining whether the duration of the problem status has changed within a preset specified time; in response to the duration of the problem status not changing within the preset specified time, determining that the software problem handling request is an abnormal software problem handling request with a time overdue. In this embodiment, by monitoring the duration of the problem status of the software problem handling request, software problem handling requests with overdue processing time can be accurately and timely sorted out, thereby improving the fluency and accuracy of automated software problem handling.

[0077] Next, refer to Figure 3 as shown Figure 3 shows a schematic diagram of the problem handling task generation process for software problem handling requests from different sources in some embodiments. Specifically, it can be understood by referring to and combining the above embodiments for the automated detection process source and the manual detection process source. Figure 3 The content will not be elaborated here.

[0078] In some embodiments, task classification for problem handling tasks includes: extracting keyword information from the system fields of the problem handling tasks; clustering the problem handling tasks belonging to the same preset category according to the keyword information and clustering algorithms. Among them, the system field refers to the description field representing the vehicle system to which the software problem belongs.

[0079] In this embodiment, reference can be made to Figure 4 as shown Figure 4 which shows a schematic diagram of the task classification process for problem handling tasks in some embodiments.

[0080] Exemplarily, for problem handling tasks in a software problem management system, clustering algorithms can be used for classification. For example, if keyword information such as "unlock", "lock", "door handle", "key", "lock", and / or "tailgate" exists in the system field summary, the problem handling task can be classified as a door lock system task and can be pushed to the corresponding door lock engineer using a notification tool. If keyword information such as "Mirror" and / or "rearview mirror" exists in the system field summary, the problem handling task can be classified as a rearview mirror system task and can be pushed to the corresponding rearview mirror engineer using a notification tool; if keyword information such as "seat", "motor", "easy entry", and / or "Seat" exists in the system field summary, the problem handling task can be classified as a seat system task and can be pushed to the corresponding seat engineer using a notification tool; if keyword information such as "low beam", "high beam", "light show", "fog lamp", "position lamp", "Goodbye", "Welcome", and / or "farewell" exists in the system field summary, the problem handling task can be classified as an external lamp system task and can be pushed to the corresponding external lamp engineer using a notification tool; if keyword information such as "ambient light", "reading lamp", and / or "Interior Light" exists in the system field summary, the problem handling task can be classified as an interior lamp system task and can be pushed to the corresponding interior lamp engineer using a notification tool. Task classification includes but is not limited to the classification methods and systems mentioned above. For example, it can also include and is not limited to window systems, alarm systems, etc.

[0081] In this embodiment, by extracting keyword information from the system fields of problem handling tasks and clustering the problem handling tasks according to predefined rules, such as the associated keywords predefined for different systems, the problem handling tasks containing the same or similar keyword information are clustered into the same classification, thereby achieving task classification for different vehicle systems, and further improving the accuracy of subsequent job object matching, enabling tasks of different systems to be separately pushed to the corresponding engineers for processing, thus improving the efficiency of engineers' task handling.

[0082] In some embodiments, sending a problem handling task to a job object includes: matching a corresponding problem solution and an automated processing script for the problem handling task from a historical solution database; and sending the problem handling task, the problem solution, and the automated processing script to the job object.

[0083] In this embodiment, it is also possible to intelligently match a solution for the problem handling task based on a historical solution database of similar software problems through AI (Artificial Intelligence) technology, that is, to provide problem-solving suggestions and related automated processing scripts for the problem handling task, thereby assisting developers (job objects) in quickly locating and solving problems to reduce the problem-solving time.

[0084] In some embodiments, a visual problem management panel can also be provided, which can display the processing progress and status of the problem handling task in real time and intuitively through different dimensions, thereby improving the transparency of problem handling to assist developers (job objects) and their management and team members in instantly grasping the problem handling situation.

[0085] It should be understood that although Figure 2 the steps in the flowchart are shown in sequence according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless otherwise clearly stated in this article, the execution of these steps has no strict order limit, and these steps can be executed in other orders. Moreover, Figure 2 at least a part of the steps in

[0086] In some embodiments, as Figure 5 shown, a software problem handling device is provided, including: a problem classification module 510, a task creation module 520, a task classification module 530, and a to-do notification module 540, where:

[0087] The problem classification module 510 is configured to determine the source of the software problem handling request in response to the software problem handling request;

[0088] The task creation module 520 is configured to generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source;

[0089] The task classification module 530 is configured to classify the problem handling task to obtain the task type corresponding to the software problem request;

[0090] The to-do notice module 540 is used to match the corresponding job object according to the task type and send the problem handling task to the job object.

[0091] In some embodiments, when the task creation module 520 is used to generate a problem handling task according to the software problem handling request and the corresponding task creation rule of the source, it is specifically used to, in response to the software problem handling request originating from the automated detection process, extract information from the software problem request to obtain problem description information; and generate a problem handling task according to the problem description information.

[0092] In some embodiments, when the task creation module 520 is used to generate a problem handling task according to the problem description information, it is specifically used to generate a problem handling task template; call the target code stored in the code repository; use the target code to fill the problem description information into the corresponding fields in the problem handling task template, and generate a problem handling task according to the filled problem handling task template.

[0093] In some embodiments, when the task creation module 520 is used to generate a problem handling task according to the software problem handling request and the corresponding task creation rule of the source, it is specifically further used to, in response to the software problem request originating from the manual detection process, perform anomaly detection on the software problem handling request; when the software problem handling request is an abnormal software problem handling request, extract the identification information of the software problem handling request and store the identification information; when the software problem handling request is a normal software problem handling request, generate a problem handling task according to the software problem handling request.

[0094] In some embodiments, when the task creation module 520 is used to perform anomaly detection on the software problem handling request, it is specifically used to: compare the field information in the description field of the software problem handling request with the field rule information; in response to the field information being inconsistent with the field rule information, determine that the software problem handling request is an abnormal software problem handling request with a format anomaly.

[0095] In some embodiments, when the task creation module 520 is used to perform anomaly detection on the software problem handling request, it is specifically used to: compare the status transition information of the software problem handling request with the preset status transition information; in response to the status transition information being inconsistent with the preset status transition information, determine that the software problem handling request is an abnormal software problem handling request with a transition anomaly.

[0096] In some embodiments, when the task creation module 520 is used to perform anomaly detection on a software problem handling request, it is specifically configured to: monitor the duration of the problem status of the software problem handling request, and determine whether the duration of the problem status changes within a preset specified time; in response to the duration of the problem status not changing within the preset specified time, determine that the software problem handling request is an abnormal software problem handling request with an overdue time.

[0097] In some embodiments, when the task classification module 530 is used to classify problem handling tasks, it is specifically configured to: extract keyword information from the system fields of the problem handling tasks; cluster the problem handling tasks belonging to the same preset category according to the keyword information and a clustering algorithm.

[0098] In some embodiments, when the to-do notification module 540 is used to send a problem handling task to a job object, it is specifically configured to: match a corresponding problem solution and an automated processing script for the problem handling task from a historical solution database; send the problem handling task, the problem solution, and the automated processing script to the job object.

[0099] In some embodiments, the to-do notification module 540 can also be used to display the progress and status of the problem handling task on a display page.

[0100] For the specific limitations of the problem handling task device, reference can be made to the limitations on the problem handling task method in the foregoing text, which will not be elaborated here. Each module in the foregoing problem handling task device can be implemented in whole or in part by software, hardware, and their combination. The foregoing modules can be embedded in the processor of the computer device in hardware form or independent thereof, or stored in the memory of the computer device in software form, so that the processor can call and execute the operations corresponding to the foregoing each module.

[0101] In some embodiments, a computer device is provided. The computer device can be a server, and its internal structural diagram can be as Figure 6 shown. The computer device includes a processor, a memory, a network interface, and a database connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database corresponding to the computer device can store algorithm code data for intelligent recognition, for automatic filling, and for solution matching, etc. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, it implements a software problem handling method.

[0102] Those skilled in the art can understand that Figure 6 the structure shown in Figure 6 is only a block diagram of some structures related to the solution of this application, and does not constitute a limitation on the computer device to which the solution of this application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine some components, or have different component arrangements.

[0103] In some embodiments, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the computer program, the following steps are implemented: in response to a software problem handling request, determine the source of the software problem handling request; generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source; classify the problem handling task to obtain the task type corresponding to the problem handling task; match the corresponding job object according to the task type, and send the problem handling task to the job object.

[0104] In some embodiments, when the processor executes the computer program to generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source, the specific implementation is as follows: in response to the software problem handling request originating from an automated detection process, extract information from the software problem request to obtain problem description information; generate a problem handling task according to the problem description information.

[0105] In some embodiments, when the processor executes the computer program to generate a problem handling task according to the problem description information, the specific implementation is as follows: generate a problem handling task template; call the target code stored in the code repository; use the target code to fill the problem description information into the corresponding fields in the problem handling task template, and generate a problem handling task according to the filled problem handling task template.

[0106] In some embodiments, when the processor executes the computer program to generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source, the specific implementation is as follows: in response to the software problem request originating from a manual detection process, perform anomaly detection on the software problem handling request; when the software problem handling request is an abnormal software problem handling request, extract the identification information of the software problem handling request and store the identification information; when the software problem handling request is a normal software problem handling request, generate a problem handling task according to the software problem handling request.

[0107] In some embodiments, when the processor executes a computer program to implement anomaly detection for a software problem handling request, the specific implementation is as follows: comparing the field information in the description field of the software problem handling request with the field rule information; in response to the field information being inconsistent with the field rule information, determining that the software problem handling request is an abnormal software problem handling request with a format anomaly.

[0108] In some embodiments, when the processor executes a computer program to implement anomaly detection for a software problem handling request, the specific implementation is as follows: comparing the status transition information of the software problem handling request with the preset status transition information; in response to the status transition information being inconsistent with the preset status transition information, determining that the software problem handling request is an abnormal software problem handling request with a transition anomaly.

[0109] In some embodiments, when the processor executes a computer program to implement anomaly detection for a software problem handling request, the specific implementation is as follows: monitoring the duration of the problem status of the software problem handling request, and determining whether the duration of the problem status has changed within a preset specified time; in response to the duration of the problem status not changing within the preset specified time, determining that the software problem handling request is an abnormal software problem handling request with a time expiration.

[0110] In some embodiments, when the processor executes a computer program to implement task classification for a problem handling task, the specific implementation is as follows: extracting keyword information from the system fields of the problem handling task; clustering the problem handling tasks belonging to the same preset category according to the keyword information and a clustering algorithm.

[0111] In some embodiments, when the processor executes a computer program to implement sending a problem handling task to a job object, the specific implementation is as follows: matching a corresponding problem solution and an automated processing script for the problem handling task from a historical solution database; sending the problem handling task, the problem solution, and the automated processing script to the job object.

[0112] In some embodiments, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the following steps are implemented: in response to a software problem handling request, determining the source of the software problem handling request; generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source; performing task classification on the problem handling task to obtain the task type corresponding to the problem handling task; matching a corresponding job object according to the task type, and sending the problem handling task to the job object.

[0113] In some embodiments, when a computer program is executed by a processor to generate a problem handling task according to a software problem handling request and a task creation rule corresponding to the source, the specific implementation is as follows: in response to the software problem handling request originating from an automated detection process, information extraction is performed on the software problem request to obtain problem description information; and a problem handling task is generated according to the problem description information.

[0114] In some embodiments, when a computer program is executed by a processor to generate a problem handling task according to problem description information, the specific implementation is as follows: a problem handling task template is generated; target code stored in a code repository is called; and the problem description information is filled into corresponding fields in the problem handling task template by using the target code, and a problem handling task is generated according to the filled problem handling task template.

[0115] In some embodiments, when a computer program is executed by a processor to generate a problem handling task according to a software problem handling request and a task creation rule corresponding to the source, the specific implementation is as follows: in response to the software problem request originating from a manual detection process, anomaly detection is performed on the software problem handling request; when the software problem handling request is an abnormal software problem handling request, identification information of the software problem handling request is extracted and stored; and when the software problem handling request is a normal software problem handling request, a problem handling task is generated according to the software problem handling request.

[0116] In some embodiments, when a computer program is executed by a processor to perform anomaly detection on a software problem handling request, the specific implementation is as follows: the field information in the description field of the software problem handling request is compared with field rule information; and in response to the field information being inconsistent with the field rule information, the software problem handling request is determined to be an abnormal software problem handling request with a format anomaly.

[0117] In some embodiments, when a computer program is executed by a processor to perform anomaly detection on a software problem handling request, the specific implementation is as follows: the status transition information of the software problem handling request is compared with preset status transition information; and in response to the status transition information being inconsistent with the preset status transition information, the software problem handling request is determined to be an abnormal software problem handling request with a transition anomaly.

[0118] In some embodiments, when a computer program is executed by a processor to perform anomaly detection on a software problem handling request, the specific implementation is as follows: the problem status duration of the software problem handling request is monitored to determine whether the problem status duration changes within a preset specified time; and in response to the problem status duration not changing within the preset specified time, the software problem handling request is determined to be an abnormal software problem handling request with a time overrun.

[0119] In some embodiments, when a computer program is executed by a processor to implement task classification for problem handling tasks, the specific implementation is as follows: extracting keyword information from the system fields of the problem handling tasks; clustering the problem handling tasks belonging to the same preset category according to the keyword information and a clustering algorithm.

[0120] In some embodiments, when a computer program is executed by a processor to implement sending a problem handling task to a job object, the specific implementation is as follows: matching a corresponding problem solution and an automated processing script for the problem handling task from a historical solution database; sending the problem handling task, the problem solution, and the automated processing script to the job object.

[0121] Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be completed by instructing relevant hardware through a computer program. The computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above methods. Among them, any reference to a memory, storage, database, or other medium used in the various embodiments provided in this application can include non-volatile and / or volatile memories. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory can include random access memory (RAM) or an external cache. By way of illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0122] The technical features of the above embodiments can be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, it should be considered to be within the scope described in this specification.

[0123] The above-described embodiments merely represent several implementation manners of the present application. The description thereof is relatively specific and detailed, but it should not be construed as a limitation on the scope of the invention patent. It should be noted that for those of ordinary skill in the art, without departing from the concept of the present application, several modifications and improvements can still be made, and these all fall within the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the appended claims.

[0124] It should be noted that in the embodiments of the present application, for data related to user information or user data, etc., it is necessary to obtain and process it after obtaining the authorization and consent of the user. When the embodiments of the present application are applied to specific products or technologies, it is necessary to obtain the permission or consent of the user, and the collection, use, and processing of relevant data need to comply with the relevant laws, regulations, and standards of relevant countries and regions.

Claims

1. A software problem handling method, the method comprising: Responding to a software problem handling request, and determining the source of the software problem handling request; Generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source; Performing task classification on the problem handling task to obtain the task type corresponding to the problem handling task; Matching a corresponding job object according to the task type, and sending the problem handling task to the job object.

2. The method according to claim 1, characterized in that, The generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source includes: Responding to the software problem handling request originating from an automated detection process, extracting information from the software problem request to obtain problem description information; Generating the problem handling task according to the problem description information.

3. The method according to claim 2, wherein The generating a problem handling task according to the problem description information includes: Generating a problem handling task template; Invoking the target code stored in the code repository; Using the target code to fill the problem description information into the corresponding fields in the problem handling task template, and generating the problem handling task according to the filled problem handling task template.

4. The method according to claim 1, wherein The generating a problem handling task according to the software problem handling request and the task creation rule corresponding to the source includes: Responding to the software problem request originating from a manual detection process, performing anomaly detection on the software problem handling request; When the software problem handling request is an abnormal software problem handling request, extracting the identification information of the software problem handling request and storing the identification information; When the software problem handling request is a normal software problem handling request, generating the problem handling task according to the software problem handling request.

5. The method according to claim 4, characterized in that, The anomaly detection includes format specification detection, and the performing anomaly detection on the software problem handling request includes: Comparing the field information in the description field of the software problem handling request with the field rule information; Responding to the field information being inconsistent with the field rule information, determining that the software problem handling request is the abnormal software problem handling request with format anomaly; or The anomaly detection includes transfer anomaly detection, and the performing anomaly detection on the software problem handling request includes: Comparing the status transfer information of the software problem handling request with the preset status transfer information; Responding to the status transfer information being inconsistent with the preset status transfer information, determining that the software problem handling request is the abnormal software problem handling request with transfer anomaly; or The anomaly detection includes overdue detection, and the performing anomaly detection on the software problem handling request includes: Monitoring the duration of the problem status of the software problem handling request, and determining whether the duration of the problem status changes within a preset specified time; Responding to the duration of the problem status not changing within the preset specified time, determining that the software problem handling request is the abnormal software problem handling request with time overdue.

6. The method according to any one of claims 1 to 5, characterized in that The performing task classification on the problem handling task includes: Extract keyword information from the system fields of the problem handling task; Cluster the problem handling tasks belonging to the same preset category according to the keyword information and the clustering algorithm.

7. The method according to any one of claims 1 to 5, characterized in that, Sending the problem handling task to the job object includes: Match a corresponding problem solution and an automated processing script for the problem handling task from the historical solution database; Send the problem handling task, the problem solution, and the automated processing script to the job object.

8. A software problem processing device, characterized in that, The device includes: A problem classification module, configured to determine the source of the software problem handling request in response to the software problem handling request; A task creation module, configured to generate a problem handling task according to the software problem handling request and the task creation rule corresponding to the source; A task classification module, configured to classify the problem handling task to obtain the task type corresponding to the software problem request; A to-do notification module, configured to match a corresponding job object according to the task type and send the problem handling task to the job object.

9. A computer device, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, When the processor executes the computer program, the steps of the method according to any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by the processor, the steps of the method according to any one of claims 1 to 7 are implemented.

Images