A feedback problem processing method and device, and a storage medium

Abstract

The application discloses a feedback problem processing method and device, and a storage medium. The method comprises the following steps: in response to an abnormal event, a question feedback page corresponding to a target service of the abnormal event is displayed; the question feedback page of the target service is obtained based on a feedback question corresponding to the target service and a page rendering parameter; in response to a trigger instruction on the question feedback page, a target feedback question is determined; a target singleton object corresponding to the target feedback question is determined; log information corresponding to the target feedback question is obtained by calling the target singleton object; and the target feedback question of the target service and the log information are sent to a server, so that the server processes the target feedback question according to the log information. The application can obtain log information related to a feedback question in time when a user submits the feedback question, and the server can quickly and accurately solve the feedback question.

Description

Technical Field

[0001] This application relates to the field of Internet communication technology, and in particular to a feedback problem processing method, device and storage medium. Background Technology

[0002] In existing technologies, different applications require separate development of different issue feedback pages; and when modifying feedback issues, developers need to redevelop and rely on client-side releases. When retrieving "player" logs, the player component package needs to be imported; when retrieving logs corresponding to "casting issues," the casting component package needs to be imported. It is evident that existing technologies require calling methods provided by other business units to retrieve logs, resulting in strong coupling. Furthermore, in existing technologies, after a user submits a feedback issue, the server cannot quickly obtain the corresponding log information, thus hindering the rapid processing of feedback issues.

[0003] Therefore, it is necessary to provide a feedback problem handling method, device, and storage medium that can promptly obtain log information related to feedback problems, so as to facilitate the server to quickly and accurately resolve feedback problems. Summary of the Invention

[0004] This application provides a feedback problem handling method, device, and storage medium, which can promptly obtain log information related to feedback problems, facilitating the server to quickly and accurately resolve feedback problems.

[0005] On the one hand, this application provides a feedback problem handling method, the method comprising:

[0006] In response to an abnormal event, the issue feedback page for the target service corresponding to the abnormal event is displayed; the issue feedback page for the target service is obtained based on the feedback issue corresponding to the target service and page rendering parameters.

[0007] In response to the trigger command on the issue feedback page, the target feedback issue is identified;

[0008] Determine the target singleton object corresponding to the target feedback question; the target singleton object is determined based on the target class identifier, and the target class identifier is determined based on the target question type corresponding to the target feedback question;

[0009] By calling the target singleton object, the log information corresponding to the target feedback issue can be obtained;

[0010] The target feedback issue of the target service and the log information are sent to the server so that the server can process the target feedback issue based on the log information.

[0011] On the other hand, a feedback problem processing device is provided, the device comprising:

[0012] The page display module is used to respond to abnormal events and display the problem feedback page of the target business corresponding to the abnormal event; the problem feedback page of the target business is obtained based on the feedback problem corresponding to the target business and page rendering parameters;

[0013] The target feedback issue determination module is used to determine the target feedback issue in response to a trigger command on the issue feedback page;

[0014] The target singleton object determination module is used to determine the target singleton object corresponding to the target feedback question; the target singleton object is determined based on the target class identifier, and the target class identifier is determined based on the target question type corresponding to the target feedback question;

[0015] The log information acquisition module is used to obtain the log information corresponding to the target feedback problem by calling the target singleton object;

[0016] The feedback issue processing module is used to send the target feedback issue of the target service and the log information to the server, so that the server processes the target feedback issue according to the log information.

[0017] On the other hand, a feedback problem processing device is provided, the device including a processor and a memory, the memory storing at least one instruction or at least one program, the at least one instruction or the at least one program being loaded and executed by the processor to implement the feedback problem processing method as described above.

[0018] On the other hand, a computer storage medium is provided that stores at least one instruction or at least one program, which is loaded and executed by a processor to implement the feedback problem handling method described above.

[0019] On the other hand, a computer program product or computer program is provided, which includes computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium, executes the computer instructions, and causes the computer device to perform the feedback problem handling method as described above.

[0020] The feedback problem handling method, equipment, and storage medium provided in this application have the following technical advantages:

[0021] The method of this application is applicable to building problem feedback pages in various functional modules of different apps, without requiring each app to develop its own page. After the user determines the target feedback problem, a target singleton object corresponding to the target feedback problem is determined. The target singleton object is determined based on a target class identifier, which is determined based on the target problem type corresponding to the target feedback problem. By calling the target singleton object, log information corresponding to the target feedback problem is obtained. The target feedback problem of the target business and the log information are sent to the server so that the server can process the target feedback problem based on the log information. This enables the timely acquisition of log information related to the feedback problem when the user submits feedback, facilitating the server to quickly and accurately resolve the feedback problem, thereby ensuring the stability of the target business operation and improving the user experience of the terminal. Attached Figure Description

[0022] To more clearly illustrate the technical solutions and advantages in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0023] Figure 1 This is a schematic diagram of a feedback problem handling system provided in an embodiment of this application;

[0024] Figure 2 This is a flowchart illustrating a feedback problem handling method provided in an embodiment of this application;

[0025] Figure 3 This is a flowchart illustrating a method for displaying a problem feedback page for a target service corresponding to the aforementioned abnormal event, as provided in an embodiment of this application.

[0026] Figure 4 This is a flowchart illustrating a method for acquiring target behavior data provided in an embodiment of this application;

[0027] Figure 5 This is a flowchart illustrating a method for determining the target singleton object corresponding to the aforementioned target feedback problem, provided in an embodiment of this application.

[0028] Figure 6 This is a flowchart illustrating a method for obtaining log information corresponding to the target feedback problem by calling the target singleton object, as provided in an embodiment of this application.

[0029] Figure 7This is a flowchart illustrating a method for sending target feedback issues and log information of the aforementioned target service to a server, as provided in an embodiment of this application.

[0030] Figure 8-9 This is a schematic diagram of the feedback page provided in an embodiment of this application;

[0031] Figure 10 This is a flowchart illustrating another feedback problem handling method provided in an embodiment of this application;

[0032] Figure 11 This is a schematic diagram of the structure of a feedback problem processing device provided in an embodiment of this application;

[0033] Figure 12 This is a schematic diagram of the structure of a server provided in an embodiment of this application. Detailed Implementation

[0034] Cloud technology refers to a hosting technology that unifies a series of resources such as hardware, software, and networks within a wide area network or local area network to achieve data computing, storage, processing, and sharing.

[0035] Cloud technology is a collective term for network technologies, information technologies, integration technologies, management platform technologies, and application technologies applied to the cloud computing business model. It can form resource pools, providing flexible and convenient on-demand access. Cloud computing technology will become a crucial support. Backend services of technical network systems require substantial computing and storage resources, such as video websites, image websites, and many portal websites. With the rapid development and application of the internet industry, every item may have its own identification mark in the future, requiring transmission to backend systems for logical processing. Data at different levels will be processed separately, and various industry data will all require robust system support, which can only be achieved through cloud computing.

[0036] Cloud storage is a new concept that extends and develops from the concept of cloud computing. A distributed cloud storage system (hereinafter referred to as a storage system) refers to a storage system that uses cluster applications, grid technology, and distributed storage file systems to bring together a large number of storage devices of various types (storage devices are also called storage nodes) in the network to work together through application software or application interfaces to provide data storage and business access functions to the outside world.

[0037] Currently, the storage method in storage systems is as follows: Logical volumes are created, and during creation, physical storage space is allocated to each logical volume. This physical storage space may consist of a single storage device or the disks of several storage devices. Clients store data on a logical volume, which means storing the data on the file system. The file system divides the data into many parts, each part being an object. Each object contains not only the data but also additional information such as a data identifier (ID, IDentity). The file system writes each object to the physical storage space of that logical volume, and it records the storage location information of each object. Therefore, when a client requests access to data, the file system can allow the client to access the data based on the storage location information of each object.

[0038] The process by which a storage system allocates physical storage space to a logical volume is as follows: the physical storage space is pre-divided into strips according to the capacity estimate of the objects stored in the logical volume (this estimate often has a large margin relative to the actual capacity of the objects to be stored) and the grouping of Redundant Array of Independent Disks (RAID). A logical volume can be understood as a strip, thus allocating physical storage space to the logical volume.

[0039] The log information corresponding to the feedback issues in this application embodiment can be stored in the cloud.

[0040] The technical terms used in this application are explained as follows:

[0041] Reflection: Obtains a class / instance object by class name, thereby calling the corresponding method or function. In this application, it is used to initialize the business logging system object and call the method of obtaining logs.

[0042] Design Patterns: This application uses the Singleton and Proxy design patterns. The Singleton pattern ensures that there is one and only one instance of the object during program execution; in this application, it is used to construct the Feedback module. The Proxy pattern is mainly used for data communication between two modules; in this application, it is used to call additional data added to the object when submitting feedback.

[0043] Decoupling: When developing business applications, excessive coupling between modules is detrimental to code maintenance and output. For example, the scan function in XX App includes bank card recognition, QR code recognition, and ID card recognition; however, YY App only needs to use QR code recognition. When integrating the scan module, bank card recognition and ID card recognition functions are included, but they are not actually used. Therefore, bank card recognition and ID card recognition are coupled with the scan function. When outputting to other external Apps, decoupling is required.

[0044] CFSS: Client Feedback Submission System. The client is the most direct point of contact with users and has the greatest impact on their consumption. The submission system entry point is usually located in "Settings" or "Personal Center." Users can select the issue and description information, add contact information, and upload details on the feedback page. For developers, it's important to obtain user behavior logs. For example, when a user uploads a "playback issue," the developer will retrieve the user's recent playback logs from the playback service and then send them to the backend server via the network, including them as parameters.

[0045] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of this application.

[0046] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of this application described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or server that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or devices.

[0047] Please see Figure 1 , Figure 1 This is a schematic diagram of a feedback problem handling system provided in an embodiment of this application, such as... Figure 1 As shown, the feedback problem handling system may include at least server 01 and client 02.

[0048] Specifically, in the embodiments of this specification, server 01 may include a standalone server, a distributed server, or a server cluster composed of multiple servers. It may also be a cloud server providing basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDN (Content Delivery Network), and big data and artificial intelligence platforms. Server 01 may include a network communication unit, a processor, and a memory, etc. Specifically, server 01 can be used to process the target feedback problem based on the log information of the target business.

[0049] Specifically, in the embodiments of this specification, the client 02 may include physical devices such as smartphones, desktop computers, tablets, laptops, digital assistants, smart wearable devices, smart speakers, in-vehicle terminals, and smart TVs. It may also include software running on the physical device, such as web pages provided to users by service providers, or applications provided to users by those service providers. Specifically, the client 02 can be used to determine the target feedback problem and the log information of the target service.

[0050] The following describes one method for handling feedback issues in this application. Figure 2 This is a flowchart illustrating a feedback problem handling method provided in an embodiment of this application. This specification provides the operational steps of the method described in the embodiments or flowchart, but based on conventional or non-inventive methods, more or fewer operational steps may be included. The order of steps listed in the embodiments is merely one possible execution order among many and does not represent the only possible execution order. In actual system or server product execution, the methods shown in the embodiments or drawings can be executed sequentially or in parallel (e.g., in a parallel processor or multi-threaded processing environment). Specifically, as shown in the attached drawings... Figure 2 As shown, the method may include:

[0051] S201: In response to an abnormal event, display the issue feedback page for the target business corresponding to the above-mentioned abnormal event; the issue feedback page for the above-mentioned target business is obtained based on the feedback issue corresponding to the above-mentioned target business and the page rendering parameters.

[0052] Specifically, in the embodiments of this specification, a feedback module can be set in the client, and a client feedback submission system (CFSS) can be built through the feedback module. Each independent business module in the application can use the CFSS system.

[0053] In the embodiments of this specification, abnormal events may include video stuttering events, crash events, screen mirroring abnormal events, etc.; for example, when playing a video, there is a video stuttering phenomenon; the target business refers to the functional items in the application (App), such as playback, membership, account, etc.; the abnormal event occurs during the operation of the application. Each feedback problem corresponds to a problem type, and multiple feedback problems can correspond to the same problem type; for example, problems such as "always in buffering state", "subtitles and audio are out of sync", and "bottom half screen loading problem" all correspond to the same problem type "playback problem".

[0054] In the embodiments of this specification, the target business in the application needs to first register a feedback module, and pass in the fixed parameters required by the business and the feedback questions to be constructed. For example, the fixed parameters can be page rendering parameters, such as the font color, font size, navigation bar size, table height, etc.

[0055] In the embodiments described in this specification, such as Figure 3 As shown above, the issue feedback page for the target business corresponding to the aforementioned abnormal event includes:

[0056] S20101: Obtain the feedback issues corresponding to the above target business and the above page rendering parameters;

[0057] In the embodiments of this specification, page rendering parameters may include parameters such as font color, font size, navigation bar size, and table height.

[0058] In the embodiments described in this specification, obtaining the feedback issue corresponding to the target service and the page rendering parameters includes:

[0059] Obtain the feedback issues corresponding to the aforementioned target business, the aforementioned page rendering parameters, and user identification information;

[0060] Specifically, in the embodiments of this specification, the user identification information is the identification information corresponding to the target service; the user identification information may be the user's mobile phone number or other information used to identify the user's identity.

[0061] In the embodiments of this specification, the user identification information corresponding to each target service may be different during the problem feedback process; for example, playback problems and targeted traffic problems may be provided by two phone numbers logged in on the same device; for example, different apps use different mobile phone numbers to open accounts, and the mobile phone numbers corresponding to the feedback problems will be stored in an anonymized form, and the mobile phone numbers corresponding to the association information of different modules are different.

[0062] In the embodiments of this specification, by using user identification information, a notification message can be pushed to the user after the user's reported problem is resolved. The notification message may include the cause of the problem and the corresponding solution, such as notifying the user to overcome the reported problem by upgrading the version.

[0063] S20103: Based on the feedback issues corresponding to the above target business and the above page rendering parameters, query the preloaded page in the cache database.

[0064] In the embodiments of this specification, after obtaining the feedback issues corresponding to the target business and the aforementioned page rendering parameters, a cache database can be queried. The cache database is used to store feedback issues, page rendering parameters, and preloaded pages corresponding to different businesses.

[0065] S20105: If the aforementioned preloaded page exists, display the aforementioned preloaded page.

[0066] In the embodiments described in this specification, the above method further includes:

[0067] If the aforementioned preloaded page does not exist, render the issue feedback page for the aforementioned target business based on the feedback issues corresponding to the aforementioned target business and the aforementioned page rendering parameters.

[0068] In the embodiments described in this specification, the above method further includes:

[0069] The feedback issues corresponding to the aforementioned target business, the aforementioned page rendering parameters, and the aforementioned issue feedback pages are stored in the aforementioned cache database.

[0070] In the embodiments of this specification, after the problem feedback page of the target business is constructed for the first time, the page needs to be rendered according to the corresponding parameters; and the feedback problem, page rendering parameters and problem feedback page corresponding to the target business are all stored in the cache database; when the problem feedback page of the same target business needs to be obtained for the second time, the open function can be called directly to obtain the corresponding problem feedback page from the cache database; thereby improving the loading speed of the problem feedback page.

[0071] S203: In response to the trigger command on the above-mentioned issue feedback page, identify the target feedback issue.

[0072] In the embodiments of this specification, the problem feedback page may include multiple problems, such as multiple first-level problems, each of which corresponds to multiple second-level problems. Users can first click to select a first-level problem, which will then pop up the corresponding second-level problems. Users can then select a second-level problem and submit it to determine the target feedback problem.

[0073] like Figure 8-9 As shown, Figure 8-9 This is a feedback page for a playback application built using CFSS. The page can include primary questions, secondary questions, and a contact information input area for the user; for example... Figure 8 Feedback issues can be categorized as follows: playback issues, offline download issues, targeted data usage issues, buffering issues, membership issues, account issues, crashes, page loading issues, content issues, and screen mirroring issues. For playback issues (a primary issue), corresponding secondary issues can be set, such as... Figure 9Issues include: the screen is constantly buffering, subtitles and audio are out of sync, playback of a certain level will automatically jump to the first level, loading problems in the lower half of the screen, and other problems; in addition, the page also has a custom question input control, an image upload control, and a "submit" control for confirming feedback.

[0074] In the embodiments of this specification, different apps can set different feedback questions through CFSS, thereby generating different feedback pages. For example, a comic app does not involve playback issues, so its corresponding feedback page does not need to set playback issues. CFSS can avoid developing a separate feedback page for each app, reducing human development costs.

[0075] In the embodiments of this specification, for example, when a user is watching a video through a video app and the video stutters, a pop-up window will appear asking the user to provide feedback on the relevant issues. The user can then provide further details about the cause of the stuttering, such as stuttering occurring when multiple videos are opened simultaneously.

[0076] In the embodiments described in this specification, such as Figure 4 As shown, in response to the trigger command on the aforementioned issue feedback page, after identifying the target feedback issue, the above method further includes:

[0077] S401: Determine whether there is a target behavior targeting the aforementioned target business;

[0078] S403: If it exists, obtain the proxy object for the above target business;

[0079] S405: Use the above proxy object to call the target behavior log and obtain the target behavior data.

[0080] In the embodiments of this specification, each target service holds a proxy object of CFSS. If, after selecting and submitting a feedback issue, the user still engages in target behaviors such as consulting customer service or uploading images, it is necessary to modify the associated parameters of the feedback issue passed to CFSS during registration. At this time, the proxy object is invoked to obtain the relevant data of the target behavior from the module of the target service, send it back to CFSS, and then send it to the server through CFSS.

[0081] Specifically, in the embodiments of this specification, for example, when a user consults customer service, they may perform actions such as clicking, swiping, and sending messages. It is necessary to obtain the parameters corresponding to these actions. These parameters are captured by the business side. The user's behavior data is sent back to CFSS by calling the business side's custom log information through the proxy object.

[0082] In the embodiments described in this specification, the proxy object is held by CFSS. However, the business side can obtain and set the proxy object through a singleton. This proxy object contains a function that provides custom methods, which can be called through the proxy object. For example, if some log information obtained through reflection is incomplete, or if the user performs other actions after submitting feedback, and it is necessary to obtain the corresponding behavior data, it can be obtained directly from the business side through the proxy object.

[0083] S205: Determine the target singleton object corresponding to the above target feedback question; the above target singleton object is determined based on the target class identifier, and the above target class identifier is determined based on the target question type corresponding to the above target feedback question.

[0084] In the embodiments described in this specification, such as Figure 5 As shown, the target singleton object corresponding to the above-mentioned target feedback question includes:

[0085] S2051: Determine the target problem type corresponding to the above target feedback problem;

[0086] S2053: Based on the first mapping information, determine the target class identifier corresponding to the above-mentioned target problem type; the above-mentioned first mapping information represents the mapping relationship between the problem type and the class identifier;

[0087] S2055: Based on the second mapping information, determine the target singleton object corresponding to the above target class identifier; the above second mapping information represents the mapping relationship between the class identifier and the singleton object.

[0088] In the embodiments described in this specification, the feedback module can be used to obtain logs from the business side. The singleton pattern is equivalent to a global, static object. During the application's operation, the singleton object can be obtained through a global static variable. Each singleton object corresponds to a business in the application, and then the log information of the corresponding business is obtained by calling the singleton object.

[0089] In the embodiments described in this specification, CFSS adopts a singleton pattern and a proxy pattern, which improves the loading speed of the issue feedback page. When it is necessary to add, delete, or modify feedback issues on the issue feedback page, modifications can be made by changing the registration parameters, without requiring a client-side re-release, i.e., without redeveloping a new feedback page. This saves development manpower and improves iteration efficiency. At the same time, the log information corresponding to the feedback issues can be used to accurately locate the problem, thereby enabling fast and accurate processing of user feedback issues and ensuring the stability of the target business operation.

[0090] In the embodiments described in this specification, the above method further includes:

[0091] The steps for creating the target singleton object include:

[0092] Create a static variable for the target singleton object mentioned above;

[0093] The feedback utility class is initialized using the static variables of the target singleton object mentioned above;

[0094] The memory of the target singleton object is determined using the aforementioned feedback utility class, and the target singleton object is created.

[0095] In the embodiments described in this specification, initialization is equivalent to initializing a feedback tool class through a static variable. This feedback tool class allocates memory and creates a singleton object through the initialization dialog-once. The feedback tool is an invisible object with certain functions, such as "scan," which is not visible to the CPU. An object is a collection of functional names; for example, the "submit" button on a page is an object, and page elements also belong to objects.

[0096] In the embodiments described in this specification, a singleton object can be created using a multi-threaded protection function. Specifically, a static variable can be constructed using the multi-threaded `diapatch_once` function, thereby creating a singleton object. The code block in the `diapatch_once` function will only be executed once, ensuring that the task is executed only once, and it is thread-safe even if called by multiple threads simultaneously. Using the `diapatch_once` function simplifies the code and ensures thread safety. The singleton design pattern ensures that only one instance of a given class exists, and this instance has a globally unique access point. Because the static instance object of a singleton class needs to be unique, it can only be of static type. When creating a static variable, multiple threads may create it at the same time, but the protection of multi-threaded `diapatch_once` prevents the problem of multi-threaded creation; for example, when reading or modifying a file, if two threads modify it simultaneously, it will cause data inconsistency; the multi-threaded protection function can avoid this problem.

[0097] S207: By calling the above target singleton object, obtain the log information corresponding to the above target feedback problem.

[0098] In the embodiments described in this specification, such as Figure 6 As shown, by calling the target singleton object, the log information corresponding to the target feedback issue is obtained, including:

[0099] S2071: The above-mentioned target singleton object is invoked through reflection technology to obtain the associated parameters of the above-mentioned target feedback problem. The associated parameters are updated based on the running status of the above-mentioned target business.

[0100] In the embodiments of this specification, when a user selects a feedback issue and clicks the submit button, the log information of the target service can be obtained through reflection technology; for example, during registration, the type of feedback issue for each target service is mapped to an enumeration value (helptype), such as the enumeration value 13 for a stuttering issue and the enumeration value 11 for a playback issue.

[0101] In practical applications, the helptype can be used to determine the problem type. For example, a playback problem is registered as class A, and a targeted traffic problem is registered as class B. The helptype determines whether it is class A or class B. After determining the class, an object of the corresponding class is created. After the object is created, it is checked whether the creation was successful. If the creation was successful and it can respond to the corresponding log retrieval method, the log retrieval method is called through reflection using the created object to obtain the corresponding log string.

[0102] In the embodiments described in this specification, reflection technology is used to obtain client log information, thereby decoupling the business modules. For example, when the reported problem is a playback issue, reflection technology can be used to obtain the corresponding log information; and with reflection technology, there is no need to rely on the player-related modules. For example, when calling logs related to playback problems, obtaining playback logs through header files would create a dependency on the player module; therefore, when integrating CFSS, it is necessary to import the player-related software development kit (SDK), which would result in strong coupling between business modules.

[0103] In some embodiments, such as when a module of the target business modifies the class name, object creation may fail; if creation fails, the above method further includes:

[0104] Send a notification message to the module of the target business so that the module of the target business can modify the registered class name.

[0105] In the embodiments of this specification, during the CFSS registration process, the registration method is called to inject the target business-related classes into the CFSS. Subsequently, when retrieving logs, the injected classes can be called through reflection technology. In this way, it is not necessary to introduce the module corresponding to the target business into the CFSS, which can reduce the memory occupied by the CFSS.

[0106] S2073: Based on the correlation parameters of the above target feedback problem, obtain the log information corresponding to the above target feedback problem.

[0107] In the embodiments of this specification, the associated parameters of the target feedback problem can be parameters related to the target feedback problem; for example, when the target feedback problem is a lag problem, the associated parameters can be parameters such as the lag occurrence time and lag duration.

[0108] S209: Send the target feedback question of the target service and the log information to the server so that the server can process the target feedback question based on the log information.

[0109] In this embodiment of the specification, sending the target feedback issue and log information of the target service to the server, so that the server processes the target feedback issue based on the log information, includes:

[0110] The target feedback issue, log information, and target behavior data of the aforementioned target service are sent to the server so that the server can process the aforementioned target feedback issue based on the aforementioned log information and target behavior data.

[0111] In the embodiments described in this specification, the cause of the target feedback problem can be further analyzed more precisely through target behavior data, thereby improving the accuracy of problem solving and improving the operational stability of the target business.

[0112] In the embodiments described in this specification, the above method further includes:

[0113] Obtain the target parameters corresponding to the above-mentioned target business;

[0114] Based on the above target parameters, determine the target server corresponding to the above target service.

[0115] Specifically, in the embodiments of this specification, during the CFSS registration process, extended parameters corresponding to the target service can also be passed in. These extended parameters may include target parameters, which can be server association parameters and / or Uniform Resource Locators (URLs). The target parameters determine the backend server corresponding to the target service. Extended parameters may also include log type parameters for obtaining specific types of logs. If target parameters are passed in, it indicates that the target service has a corresponding backend server. Using target parameters, feedback issues and log information can be sent to the backend server corresponding to the target service for processing. If no target parameters are passed in, it indicates that the target service does not have a corresponding backend server. In this case, a corresponding server needs to be configured for the target service, which can be a pre-set default server. Modules with the same function in different apps can correspond to the same backend server. For example, if both the XX Video App and the YY Video App have the same player, then the players in these two applications can correspond to the same server.

[0116] Accordingly, the aforementioned target feedback issues and log information for the target service are sent to the server, including:

[0117] Send the target feedback issues and log information of the target service to the target server.

[0118] In the embodiments described in this specification, such as Figure 7 As shown, after sending the target feedback issue and log information of the target service to the server so that the server processes the target feedback issue based on the log information, the method further includes:

[0119] S2011: Receive the problem handling strategy sent by the above server based on the above user identification information;

[0120] Specifically, in the embodiments of this specification, the problem-solving strategy may include strategies such as upgrading the application version corresponding to the target service or restarting the application.

[0121] S2013: In response to the operation command triggered based on the above problem handling strategy, update the above target service.

[0122] Specifically, in the embodiments of this specification, after resolving the user's reported problem using user identification information, a notification message can be pushed to the user. The notification message may include the cause of the problem and the corresponding solution, such as notifying the user to overcome the reported problem by upgrading the version.

[0123] In a specific embodiment, such as Figure 10 As shown, Figure 10 This is a flowchart illustrating a feedback problem handling method; it specifically includes the following steps:

[0124] 1. Initialize CFSS; register and pass in initialization parameters to generate a singleton object;

[0125] 2. Open CFSS and pass in the page parameters and extended parameters; the page parameters may include page rendering parameters and parameters corresponding to the feedback issues;

[0126] 3. Determine whether to load the cache; that is, check whether the passed page parameter has a corresponding preloaded cache page;

[0127] 4. If a pre-loaded cached page exists, load the cached page as the issue feedback page;

[0128] 5. If no preloaded cached page exists, render the page based on the passed page parameters and construct the issue feedback page;

[0129] 6. The singleton object holds the rendered page and stores the constructed feedback page in the cache database;

[0130] 7. User interaction with the page; After the issue feedback page is displayed, users can select issues to report on the page;

[0131] 8. Click the submit button; the user submits feedback to the feedback server;

[0132] 9. Determine if the proxy method is implemented; if so, obtain the proxy callback data and append it to the request parameters; for example, the proxy object can modify the address information of the feedback server, add specific parameters, obtain additional logs, etc., based on user behavior data; and send the information obtained by the proxy object, the user-submitted feedback question, and the corresponding log information to the feedback server at the same time; the request parameters are the parameters obtained by the feedback server after clicking the submit button in step 8;

[0133] 10. If no proxy method is implemented, the feedback issue and log information corresponding to the user clicking the submit button will be sent directly to the feedback server.

[0134] When a user clicks the "Submit" button on the feedback page, it is determined whether the target business implements the proxy method, that is, whether the target business has a proxy object in CFSS; if it does, the log information corresponding to other user actions after clicking the submit button can be obtained.

[0135] If the target business does not implement the proxy method, the user-submitted feedback issues and the corresponding log information will be sent to the feedback server.

[0136] As can be seen from the technical solutions provided in the embodiments of this specification above, the method of the embodiments of this specification is applicable to building problem feedback pages in various functional modules of different Apps, without requiring each App to develop the page separately; after the user determines the target feedback problem, the target singleton object corresponding to the target feedback problem is determined; the target singleton object is determined according to the target class identifier, and the target class identifier is determined according to the target problem type corresponding to the target feedback problem; by calling the target singleton object, the log information corresponding to the target feedback problem is obtained; the target feedback problem of the target business and the log information are sent to the server, so that the server processes the target feedback problem according to the log information; thereby, when the user submits a feedback problem, the relevant log information of the feedback problem can be obtained in a timely manner, which facilitates the server to quickly and accurately solve the feedback problem, thereby ensuring the stability of the target business operation and improving the user experience of the terminal.

[0137] This application also provides a feedback problem processing device, such as... Figure 11 As shown, the device includes:

[0138] The page display module 1110 is used to respond to abnormal events and display the problem feedback page of the target business corresponding to the abnormal event; the problem feedback page of the target business is obtained based on the feedback problem corresponding to the target business and the page rendering parameters.

[0139] The target feedback issue determination module 1120 is used to determine the target feedback issue in response to the trigger command on the aforementioned issue feedback page;

[0140] The target singleton object determination module 1130 is used to determine the target singleton object corresponding to the above-mentioned target feedback question; the above-mentioned target singleton object is determined based on the target class identifier, and the above-mentioned target class identifier is determined based on the target question type corresponding to the above-mentioned target feedback question;

[0141] The log information acquisition module 1140 is used to obtain the log information corresponding to the above target feedback problem by calling the above target singleton object;

[0142] The feedback problem processing module 1150 is used to send the target feedback problem of the target service and the log information to the server, so that the server can process the target feedback problem according to the log information.

[0143] In some embodiments, the log information acquisition module includes:

[0144] The associated parameter acquisition unit is used to call the target singleton object through reflection technology to obtain the associated parameters of the target feedback problem. The associated parameters are updated based on the running status of the target business.

[0145] The log information acquisition unit is used to obtain the log information corresponding to the aforementioned target feedback issues based on the associated parameters of the aforementioned target feedback issues.

[0146] In some embodiments, the page display module may include:

[0147] The parameter acquisition unit is used to acquire the feedback issues corresponding to the above-mentioned target business and the above-mentioned page rendering parameters;

[0148] The page query unit is used to query the preloaded page in the cache database based on the feedback issues corresponding to the above target business and the above page rendering parameters.

[0149] The page display unit is used to display the aforementioned preloaded page if it exists.

[0150] In some embodiments, the apparatus may further include:

[0151] The page rendering module is used to render the issue feedback page for the target business based on the feedback issue corresponding to the target business and the page rendering parameters, in the absence of the preloaded page.

[0152] In some embodiments, the apparatus may further include:

[0153] The information storage module is used to store the feedback issues corresponding to the above-mentioned target business, the above-mentioned page rendering parameters, and the above-mentioned issue feedback pages into the above-mentioned cache database.

[0154] In some embodiments, the parameter acquisition unit may include:

[0155] The information acquisition subunit is used to acquire the feedback issues corresponding to the aforementioned target business, the aforementioned page rendering parameters, and user identification information.

[0156] In some embodiments, the apparatus may further include:

[0157] The policy receiving module is used to receive the problem handling policy sent by the server based on the user identification information.

[0158] The business update module is used to update the target business in response to operation instructions triggered based on the above problem handling strategy.

[0159] In some embodiments, the apparatus may further include:

[0160] The judgment module is used to determine whether there is a target behavior targeting the aforementioned target business.

[0161] The proxy object acquisition module is used to acquire the proxy object of the target business if the target behavior exists.

[0162] The target behavior data acquisition module is used to call the target behavior log through the above-mentioned proxy object to obtain target behavior data.

[0163] In some embodiments, the feedback problem handling module may include:

[0164] The feedback problem processing unit is used to send the target feedback problem, log information, and target behavior data of the aforementioned target service to the server, so that the server can process the target feedback problem based on the log information and the target behavior data.

[0165] The apparatus and method embodiments described herein are based on the same inventive concept.

[0166] This application provides a feedback problem processing device, which includes a processor and a memory. The memory stores at least one instruction or at least one program, which is loaded and executed by the processor to implement the feedback problem processing method provided in the above method embodiments.

[0167] Embodiments of this application also provide a computer storage medium, which can be disposed in a terminal to store at least one instruction or at least one program related to implementing a feedback problem handling method in the method embodiment. The at least one instruction or at least one program is loaded and executed by the processor to implement the feedback problem handling method provided in the above method embodiment.

[0168] Embodiments of this application also provide a computer program product or computer program, which includes computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer instructions from the computer-readable storage medium and executes the computer instructions, causing the computer device to perform the feedback problem handling method provided in the above-described method embodiments.

[0169] Optionally, in the embodiments of this specification, the storage medium may be located at at least one of the multiple network servers in a computer network. Optionally, in this embodiment, the storage medium may include, but is not limited to, various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0170] The memory described in the embodiments of this specification can be used to store software programs and modules. The processor executes various functional applications and data processing by running the software programs and modules stored in the memory. The memory may mainly include a program storage area and a data storage area. The program storage area may store the operating system, application programs required for the functions, etc.; the data storage area may store data created according to the use of the device, etc. In addition, the memory may include high-speed random access memory, and may also include non-volatile memory, such as at least one disk storage device, flash memory device, or other volatile solid-state storage device. Accordingly, the memory may also include a memory controller to provide the processor with access to the memory.

[0171] The feedback problem handling method embodiments provided in this application can be executed on mobile terminals, computer terminals, servers, or similar computing devices. Taking running on a server as an example, Figure 12This is a hardware structure block diagram of a server for a feedback problem handling method provided in an embodiment of this application. For example... Figure 12 As shown, the server 1200 can vary significantly due to different configurations or performance. It may include one or more central processing units (CPUs) 1210 (CPUs 1210 may include, but are not limited to, microprocessors such as MCUs or programmable logic devices such as FPGAs), a memory 1230 for storing data, and one or more storage media 1220 (e.g., one or more mass storage devices) for storing application programs 1223 or data 1222. The memory 1230 and storage media 1220 may be temporary or persistent storage. The program stored in the storage media 1220 may include one or more modules, each module may include a series of instruction operations on the server. Furthermore, the CPU 1210 may be configured to communicate with the storage media 1220 and execute the series of instruction operations stored in the storage media 1220 on the server 1200. Server 1200 may also include one or more power supplies 1260, one or more wired or wireless network interfaces 1250, one or more input / output interfaces 1240, and / or one or more operating systems 1221, such as Windows Server™, Mac OS X™, Unix™, Linux™, FreeBSD™, etc.

[0172] The input / output interface 1240 can be used to receive or send data via a network. Specific examples of the network described above may include a wireless network provided by the communication provider of server 1200. In one example, the input / output interface 1240 includes a network interface controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In another example, the input / output interface 1240 may be a radio frequency (RF) module for wireless communication with the Internet.

[0173] Those skilled in the art will understand that Figure 12 The structure shown is for illustrative purposes only and does not limit the structure of the aforementioned electronic device. For example, server 1200 may also include... Figure 12 The more or fewer components shown, or having the same Figure 12 The different configurations shown.

[0174] As can be seen from the embodiments of the feedback problem handling method, apparatus, server, or storage medium provided in this application, the method of this application is applicable to the construction of problem feedback pages in various functional modules of different apps, without requiring each app to develop the page separately; after the user determines the target feedback problem, the target singleton object corresponding to the target feedback problem is determined; the target singleton object is determined according to the target class identifier, and the target class identifier is determined according to the target problem type corresponding to the target feedback problem; by calling the target singleton object, the log information corresponding to the target feedback problem is obtained; the target feedback problem of the target business and the log information are sent to the server, so that the server processes the target feedback problem according to the log information; thereby, when the user submits a feedback problem, the log information related to the feedback problem can be obtained in a timely manner, which facilitates the server to quickly and accurately solve the feedback problem, thereby ensuring the stability of the target business operation and improving the user experience of the terminal.

[0175] It should be noted that the order of the embodiments described above is merely for descriptive purposes and does not represent the superiority or inferiority of the embodiments. Furthermore, specific embodiments have been described above. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps described in the claims can be performed in a different order than that shown in the embodiments and still achieve the desired result. Additionally, the processes depicted in the drawings do not necessarily require a specific or sequential order to achieve the desired result. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0176] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the embodiments of apparatus, devices, and storage media are basically similar to the method embodiments, so the descriptions are relatively simple; relevant parts can be referred to the descriptions of the method embodiments.

[0177] Those skilled in the art will understand that all or part of the steps of the above embodiments can be implemented by hardware or by a program instructing related hardware. The program can be stored in a computer storage medium, such as a read-only memory, a disk, or an optical disk.

[0178] The above description is only a preferred embodiment of this application and is not intended to limit this application. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A feedback problem handling method, characterized in that, The method includes: In response to an abnormal event, the issue feedback page of the target business corresponding to the abnormal event is displayed; the target business pre-registers a feedback module, and the issue feedback page of the target business is obtained by passing the feedback issue corresponding to the target business and page rendering parameters to the feedback module. In response to the trigger command on the issue feedback page, the target feedback issue is identified; Based on the first mapping information, the target class identifier corresponding to the target problem type of the target feedback problem is determined; the first mapping information represents the mapping relationship between the problem type and the class identifier; during the pre-registration process of the feedback module, the target business calls the registration method to inject the classes related to the target business into the feedback module; Based on the second mapping information, a target singleton object corresponding to the target class identifier is created; the second mapping information represents the mapping relationship between the class identifier and the singleton object. By calling the log retrieval method corresponding to the target singleton object, the log information corresponding to the target feedback issue can be obtained; The target feedback issue of the target service and the log information are sent to the server so that the server can process the target feedback issue based on the log information.

2. The method according to claim 1, characterized in that, The method further includes: The target singleton object is invoked using reflection technology to obtain the associated parameters of the target feedback problem. The associated parameters are updated based on the running status of the target business. Based on the associated parameters of the target feedback question, the log information corresponding to the target feedback question is obtained.

3. The method according to claim 1, characterized in that, The issue feedback page displaying the target business corresponding to the abnormal event includes: Obtain the feedback issues corresponding to the target business and the page rendering parameters; Based on the feedback issues corresponding to the target business and the page rendering parameters, query the preloaded page in the cache database; If the preloaded page exists, display the preloaded page.

4. The method according to claim 3, characterized in that, The method further includes: If the preloaded page is not available, the problem feedback page for the target service is rendered based on the feedback problem corresponding to the target service and the page rendering parameters.

5. The method according to claim 4, characterized in that, The method further includes: The feedback issues corresponding to the target business, the page rendering parameters, and the corresponding issue feedback pages are stored in the cache database.

6. The method according to claim 3, characterized in that, The process of obtaining the feedback issue corresponding to the target business and the page rendering parameters includes: Obtain the feedback issues corresponding to the target service, the page rendering parameters, and the user identification information; Accordingly, after sending the target feedback issue and log information of the target service to the server so that the server processes the target feedback issue based on the log information, the method further includes: Receive the problem handling strategy sent by the server based on the user identification information; In response to the operation command triggered based on the problem handling strategy, the target service is updated.

7. The method according to any one of claims 1-4, characterized in that, After determining the target feedback issue in response to the trigger command on the issue feedback page, the method further includes: Determine whether there is a target behavior targeting the target business; If it exists, obtain the proxy object for the target service; The target behavior log is invoked through the proxy object to obtain the target behavior data; Accordingly, sending the target feedback issue and log information of the target service to the server, so that the server processes the target feedback issue based on the log information, includes: The target feedback issue, log information, and target behavior data of the target service are sent to the server so that the server can process the target feedback issue based on the log information and the target behavior data.

8. A feedback problem processing device, characterized in that, The device includes: The page display module is used to respond to abnormal events and display the problem feedback page of the target business corresponding to the abnormal event; the target business pre-registers the feedback module, and the problem feedback page of the target business is obtained by passing the feedback problem corresponding to the target business and page rendering parameters to the feedback module; The target feedback issue determination module is used to determine the target feedback issue in response to a trigger command on the issue feedback page; The target singleton object determination module is used to determine the target class identifier corresponding to the target problem type of the target feedback problem based on the first mapping information; the first mapping information represents the mapping relationship between the problem type and the class identifier; during the pre-registration process of the target business in the feedback module, the registration method is called to inject the classes related to the target business into the feedback module; based on the second mapping information, a target singleton object corresponding to the target class identifier is created; the second mapping information represents the mapping relationship between the class identifier and the singleton object. The log information acquisition module is used to obtain the log information corresponding to the target feedback problem by calling the log acquisition method corresponding to the target singleton object; The feedback issue processing module is used to send the target feedback issue of the target service and the log information to the server, so that the server processes the target feedback issue according to the log information.

9. The apparatus according to claim 8, characterized in that, The log information acquisition module also includes: The associated parameter acquisition unit is used to call the target singleton object through reflection technology to obtain the associated parameters of the target feedback problem. The associated parameters are updated based on the running status of the target business. The log information acquisition unit is used to obtain the log information corresponding to the target feedback question based on the association parameters of the target feedback question.

10. The apparatus according to claim 8, characterized in that, The page display module includes: The parameter acquisition unit is used to acquire the feedback question corresponding to the target business and the page rendering parameters; The page query unit is used to query the preloaded page in the cache database based on the feedback question corresponding to the target business and the page rendering parameters; A page display unit is used to display the preloaded page when it exists.

11. The apparatus according to claim 10, characterized in that, The device further includes: The page rendering module is used to render the problem feedback page of the target business according to the feedback problem corresponding to the target business and the page rendering parameters when the preloaded page does not exist.

12. The apparatus according to claim 11, characterized in that, The device further includes: The information storage module is used to store the feedback issues corresponding to the target business, the page rendering parameters, and the corresponding issue feedback page into the cache database.

13. The apparatus according to claim 10, characterized in that, The parameter acquisition unit includes: The information acquisition subunit is used to acquire the feedback questions corresponding to the target business, the page rendering parameters, and user identification information. The device further includes: The policy receiving module is used to receive the problem handling policy sent by the server based on the user identification information; The business update module is used to update the target business in response to operation instructions triggered based on the problem handling strategy.

14. The apparatus according to any one of claims 8-11, characterized in that, The device further includes: The judgment module is used to determine whether there is a target behavior targeting the target business; The proxy object acquisition module is used to acquire the proxy object of the target business if it exists. The target behavior data acquisition module is used to call the target behavior log through the proxy object to obtain target behavior data; The feedback and issue handling module includes: The feedback issue processing unit is used to send the target feedback issue, log information, and target behavior data of the target service to the server, so that the server processes the target feedback issue based on the log information and the target behavior data.

15. A feedback problem processing device, characterized in that, The device includes a processor and a memory, the memory storing at least one instruction or at least one program, the at least one instruction or the at least one program being loaded and executed by the processor to implement the feedback problem handling method as described in any one of claims 1-7.

16. A computer storage medium, characterized in that, The computer storage medium stores at least one instruction or at least one program, which is loaded and executed by a processor to implement the feedback problem handling method as described in any one of claims 1-7.

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