Abnormal event processing method and device, storage medium and server

Abstract

Embodiments of the present application disclose a method and device for processing an abnormal event, a storage medium and a server, and relate to the field of office automation. When an abnormal event is detected, event attribute information of the abnormal event is acquired, and the event attribute information is processed according to a preset group building rule to obtain a group including multiple duty persons, so that the corresponding duty person is determined according to different abnormal events, and the group is automatically assembled according to the determined duty person, thereby solving the problem of low efficiency caused by manual group building in the prior art, and improving the processing efficiency of the abnormal event.

Description

Technical Field

[0001] This application relates to the field of office automation, and more particularly to a method, apparatus, storage medium, and server for handling abnormal events. Background Technology

[0002] Various abnormal events frequently occur during the operation of enterprises. For example, for manufacturing enterprises, abnormal events include material shortages on the production line, customer complaints, or personal safety accidents. The handling of abnormal events in the workplace mainly involves the following two methods:

[0003] 1. When encountering abnormal events, relevant personnel communicate point-to-point via telephone or email, which leads to low communication efficiency when handling some complex abnormal events.

[0004] 2. Users can manually create instant chat groups to communicate and handle abnormal events. However, users need to determine which people to add and obtain their instant messaging accounts. This method is inefficient and cannot respond to sudden abnormal events in a timely manner. Summary of the Invention

[0005] This application provides a method, apparatus, storage medium, and server for handling abnormal events, which can solve the problem of low efficiency in handling abnormal events in existing technologies. The technical solution is as follows:

[0006] In a first aspect, embodiments of this application provide a method for handling abnormal events, the method comprising:

[0007] When an abnormal event is detected, the event attribute information of the abnormal event is obtained;

[0008] Based on preset group-building rules, multiple responsible persons associated with the event attribute information are identified, and groups are created based on these multiple responsible persons.

[0009] Secondly, embodiments of this application provide an apparatus for handling abnormal events, the apparatus comprising:

[0010] The acquisition unit is used to acquire the event attribute information of the abnormal event when an abnormal event is detected to be triggered.

[0011] A creation unit is used to determine multiple responsible persons associated with the event attribute information according to preset group building rules, and to create a group based on the multiple responsible persons.

[0012] Thirdly, embodiments of this application provide a computer storage medium storing a plurality of instructions adapted for loading by a processor and executing the above-described method steps.

[0013] Fourthly, embodiments of this application provide a server that may include a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to execute the above-described method steps.

[0014] The beneficial effects of the technical solutions provided in some embodiments of this application include at least the following:

[0015] When an abnormal event is detected, the event attribute information of the abnormal event is obtained. The event attribute information is processed according to the preset group building rules to obtain a group including multiple responsible persons. This achieves the purpose of automatically determining the corresponding responsible persons according to different abnormal events and automatically forming groups according to the determined responsible persons. This solves the problem of low efficiency caused by manually adding people to create groups in the prior art. This application can improve the processing efficiency of abnormal events. Attached Figure Description

[0016] To more clearly illustrate the technical solutions 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.

[0017] Figure 1 This is a schematic diagram of the system architecture provided in the embodiments of this application;

[0018] Figure 2 This is a flowchart illustrating the abnormal event handling method provided in the embodiments of this application;

[0019] Figure 3 This is a schematic diagram of the process for disbanding a group provided in an embodiment of this application;

[0020] Figure 4 This is a schematic diagram of the structure of an abnormal event handling device provided in this application;

[0021] Figure 5 This is a schematic diagram of the structure of a server provided in this application. Detailed Implementation

[0022] To make the objectives, technical solutions, and advantages of this application clearer, the embodiments of this application will be described in further detail below with reference to the accompanying drawings.

[0023] It should be noted that the abnormal event handling method provided in this application is generally executed by the server, and correspondingly, the abnormal event handling device is generally set in the server.

[0024] Figure 1An exemplary system architecture is shown that can be applied to the abnormal event handling method or apparatus of this application.

[0025] like Figure 1 As shown, the system architecture may include: terminal device 101 and server 102. Terminal device 101 and server 102 can communicate via a network, which serves as the medium for providing communication links between the various units. The network may include various types of wired or wireless communication links, such as: wired communication links including fiber optic cables, twisted-pair cables, or coaxial cables; and wireless communication links including Bluetooth communication links, Wi-Fi communication links, or microwave communication links.

[0026] Server 102 stores pre-configured information such as the company's organizational structure, shift schedule, group creation rules, and scoring rules. The organizational structure information represents the hierarchical relationships between departments and positions within each department, as well as the users on each position. The shift schedule information represents the information of users on duty each day. The group creation rules represent the rules for creating groups, which can be driven or maintained by a rule engine. Users interact with server 102 through terminal device 101, for example, by reporting abnormal events or sending chat messages in groups.

[0027] It should be noted that the terminal device 101 and the server 102 can be either hardware or software. When the terminal device 101 and the server 102 are hardware, they can be implemented as a distributed server cluster consisting of multiple servers, or as a single server. When the terminal device 101 and the server 102 are software, they can be implemented as multiple software programs or software modules (e.g., used to provide distributed services), or as a single software program or software module; no specific limitations are made here.

[0028] The terminal device of this application can be equipped with various communication client applications, such as video recording applications, video playback applications, voice interaction applications, search applications, instant messaging tools, email clients, social platform software, etc.

[0029] A terminal device can be either hardware or software. When the terminal device is hardware, it can be various terminal devices with a display screen, including but not limited to smartphones, tablets, laptops, and desktop computers. When the terminal device is software, it can be installed on the terminal devices listed above. It can be implemented as multiple software programs or software modules (e.g., used to provide distributed services) or as a single software program or software module; no specific limitation is made here.

[0030] When the terminal device is hardware, it can also be equipped with a display device and a camera. The display device can be any device capable of displaying information, and the camera is used to capture video streams. Examples of display devices include cathode ray tube displays (CR), light-emitting diode displays (LED), e-ink screens, liquid crystal displays (LCD), and plasma display panels (PDP). Users can use the display device on the terminal device to view displayed text, images, videos, and other information.

[0031] It should be understood that Figure 1 The number of terminal devices, networks, and servers shown is for illustrative purposes only. Depending on implementation needs, there can be any number of terminal devices, networks, and servers.

[0032] The following will be combined with the appendix Figure 2 This application provides a detailed description of the method for handling abnormal events according to embodiments of the present application. The abnormal event handling device in the embodiments of the present application may be... Figure 1 The terminal device shown.

[0033] Please see Figure 2 This is a flowchart illustrating a method for handling abnormal events, as provided in an embodiment of this application. Figure 2 As shown, the method described in this application embodiment may include the following steps:

[0034] S201. When an abnormal event is detected, obtain the event attribute information of the abnormal event.

[0035] In this embodiment, an abnormal event is a message format that carries event attribute information. The server can obtain the event attribute information by parsing the abnormal event. In this embodiment, triggering indicates that the abnormal event has not been resolved, and the server can periodically check whether the abnormal event has been triggered. The abnormal event can be reported to the server by a person through a terminal device, or it can be automatically generated by the server based on the operating status data detected by various IoT devices. This application does not impose any restrictions. Event attribute information represents the attributes of an abnormal event. For example, when applied to a factory in this application, the event attribute information includes the following multiple attribute values: event branch plant type, abnormal category code, abnormal sub-category code, group ID, line code, event status, and reporter ID. The factory includes multiple branch plants, and the abnormal event is reported by one of the branch plants. The event branch plant type indicates whether the abnormal event can be handled internally by the branch plant. The abnormal category code represents the category of the abnormal event, which is further divided into multiple sub-categories. The abnormal sub-category code represents the sub-category of the abnormal event. The group ID represents the identity of the group to be created. The line code represents the code of the production line where the abnormal event occurred. The event status represents the status of the abnormal event, and the reporter ID represents the identity of the user who reported the abnormal event. Furthermore, in this embodiment, the event status can be any one of the following: initial reporting status, confirmation status, first escalation status, second escalation status, resolved status, and closed status.

[0036] S202. Determine multiple responsible persons corresponding to the event attribute information according to the preset group building rules.

[0037] The server pre-stores or pre-configures group-building rules, which represent the mapping relationship between event attribute information and user information. In this embodiment, the pre-configured group-building rules in the Drools rule engine parse the event attribute information and output the corresponding user information for multiple responsible persons. The user information includes name, employee ID, position, branch factory, department, email address, and phone number. The Drools rule engine is essentially an inference engine used to match facts (i.e., the input event attribute information) and rules (group-building rules). Furthermore, since group-building rules may change frequently, to achieve rapid and convenient version iteration, this application can decouple the logic code and business code of the group-building rules to reduce the complexity of subsequent maintenance.

[0038] S203. Create a group based on multiple responsible persons.

[0039] The server adds multiple responsible individuals to a group, allowing users within the group to chat or initiate OA (Office Automation) processes via their terminal devices in the group's chat window. The group includes a group owner and regular users, and the user list displays each user's name, phone number, email address, and employee ID. This application allows the group to be used for internal corporate communication. To prevent information leakage, a watermark with the user's ID can be added to each user's chat window.

[0040] In one or more possible embodiments, when the server receives an abnormal event from the reporter, the event status of the abnormal event is the initial reporting status. At this time, the event sub-type and abnormal sub-category code are empty values, meaning that the attribute values ​​of the event sub-type and abnormal sub-category code parsed by the server are not within the normal range. Therefore, the server cannot obtain valid information after parsing. The step of determining multiple responsible persons associated with the event attribute information according to preset group building rules, and creating a group based on the multiple responsible persons, includes: querying the corresponding first user according to the line code, and creating a group based on the first user and the reporter.

[0041] For example, the person reporting an abnormal event in the western branch plant reports an abnormal event to the server. Parsing the abnormal event yields an abnormal category code indicating "online material shortage abnormality," and the event status indicates the initial reporting status. Based on the line code, the abnormal line is identified as line A. Based on the organizational structure information of the western branch plant, multiple dispatchers responsible for line A are identified. Then, based on the current shift information, dispatcher 1 (i.e., the first user) who is currently on duty is identified among the multiple dispatchers. Dispatcher 1 and the person reporting the event are added to a group, and dispatcher 1 can be set as the group owner.

[0042] Furthermore, the method also includes:

[0043] Based on the modification instructions from the first user, modify the event sub-factory type and the exception sub-class code;

[0044] Based on the confirmation command from the first user, the event status is modified from the initial reporting status and confirmed, and the modified attribute value is saved.

[0045] The step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating a group based on the multiple responsible persons, further includes:

[0046] Query the second user associated with the event attribute information, and add the second user to the group; wherein the second user is a business specialist queried according to one or more of the event branch type, the major category code of the exception, the minor category code of the exception, and the line code.

[0047] In this scenario, when an abnormal event is in its initial reporting state, the first user can modify the event sub-type and abnormal sub-category code via their terminal device, adjusting the values ​​of these two attributes to within the normal range. The first user then triggers a confirmation command via their terminal device, changing the event status to a confirmed state. Furthermore, the server is pre-configured with a relationship between event attribute information and designated personnel. Based on this relationship, the server can determine the corresponding personnel based on one or more of the abnormal category code, the abnormal sub-category code, and the line code. Then, based on the shift schedule, the server determines the personnel on duty for the day, who becomes the second user. Optionally, if the time without receiving a confirmation command from the first user exceeds a preset duration (which can be determined based on actual needs), a reminder can be sent based on the first user's preset communication account. Reminder methods include, but are not limited to, voice calls, instant messaging, SMS, or emails, to remind the relevant personnel to handle the abnormal event immediately. Furthermore, when the abnormal sub-category code is a preset code, the first user can refine and supplement the event attribute information.

[0048] Continuing the example above, based on the modification instruction from dispatcher 1, the meaning of the anomaly subclass code is changed to "shortage of supporting materials," and the meaning of the event branch plant type is changed to "within the plant," meaning that the western branch plant has the capability to handle this anomaly. When the anomaly subclass code represents "shortage of supporting materials," dispatcher 1 can further supplement the event attribute information with a detailed material list, including attribute values ​​such as production order, finished product code, shortage code, and manufacturer name. The server determines the corresponding business specialist as the shift leader based on the event attribute information of this anomaly, determines the shift leader 1 on duty that day based on the scheduling information, and adds shift leader 1 to the group. After being added, the members of group 1 become dispatcher 1, the reporting person, and shift leader 1.

[0049] Furthermore, the method in this embodiment also includes:

[0050] If the duration of the event status being in the confirmed state exceeds a first preset duration, the event status will be changed to the first escalation state.

[0051] The step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating a group based on the multiple responsible persons, further includes:

[0052] The third user associated with the second user is determined based on the line code, and the third user is added to the group; wherein the third user is the superior of the second user.

[0053] The first preset duration can be determined according to actual needs, and this application does not impose any restrictions. For example, the first preset duration is 10 minutes. The organizational structure information of the branch factory to which the production line belongs is determined based on the production line code. One or more superiors of the second user are determined based on the organizational structure information. Then, the superior on duty that day is determined based on the shift schedule information, and this superior is designated as the third user.

[0054] Continuing with the example above, when the server detects that the event status has been in the confirmed state for more than 10 minutes, it automatically changes the event status from the confirmed state to the first escalation state. Then, based on the organizational structure information of the West Branch Factory, it determines one or more section chiefs associated with Shift Leader 1. Then, based on the shift schedule information, it determines Section Chief 1 who is on duty that day and adds Section Chief 1 to the group. After being added, the group includes the reporter, Dispatcher 1, Shift Leader 1, and Section Chief 1.

[0055] Furthermore, the method in this embodiment also includes:

[0056] If the duration of the event in the first escalation state exceeds the second preset duration, the event state will be changed to the second escalation state.

[0057] The step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating a group based on the multiple responsible persons, further includes:

[0058] The fourth user associated with the third user is determined based on the line code, and the fourth user is added to the group; wherein the fourth user is the superior of the third user.

[0059] The second preset duration can be determined according to actual needs, and this application does not impose any restrictions. When the timeout condition is met, the event status is automatically changed from the first escalation status to the second escalation status. Optionally, the fourth user can be the user with the highest position in the branch factory.

[0060] Continuing the example above, the second preset duration is 20 minutes. When the server detects that the event status has remained in the first escalation state for more than 20 minutes, it automatically changes the event status from the first escalation state to the second escalation state. Then, the server determines one or more factory managers of Section Chief 1 based on the organizational structure information of the western branch factory, and then determines the currently on-duty Factory Manager 1 based on the shift schedule information. Factory Manager 1 is added to the group. After being added, the members of the group include the reporter, dispatcher 1, shift leader 1, section chief 1, and factory manager 1.

[0061] In one or more possible embodiments, see Figure 3 As shown, the method further includes:

[0062] S301. When receiving a resolved instruction from the first user, change the event status to resolved.

[0063] S302. When receiving a shutdown command from the first user, change the event status to the shutdown status and score the handling process of the abnormal event according to the preset scoring rules.

[0064] S303, disband the group and save the group's chat history.

[0065] The server determines the scheduling user in the group based on the job type, i.e., the first user of this application. When it receives a resolved instruction triggered by the first user through a terminal device, the event status may currently be in a confirmed state, a first escalation state, or a second escalation state. The server responds to the resolved instruction by changing the event status to the resolved state. When it receives a closed instruction triggered by the first user through a terminal device, the event status may currently be in a confirmed state, a first escalation state, a second escalation state, or a resolved state. The server responds to the closed instruction by changing the event status to the closed state. The server is pre-configured with scoring rules, which score the abnormal event based on dimensions such as processing time and processing results to quantitatively describe the processing efficiency and effect of the abnormal event for continuous improvement. After changing the event status to the closed state, the users in the group are disbanded, and the group's chat history is saved for future traceability.

[0066] In the embodiments of this application, when an abnormal event is detected, the event attribute information of the abnormal event is obtained, and the event attribute information is processed according to the preset group building rules to obtain a group including multiple responsible persons. This achieves the purpose of automatically determining the corresponding responsible persons according to different abnormal events and automatically forming groups based on the determined responsible persons. This solves the problem of low efficiency caused by manually adding people to create groups in the prior art. This application can improve the processing efficiency of abnormal events.

[0067] The following are embodiments of the apparatus described in this application, which can be used to execute the embodiments of the method described in this application. For details not disclosed in the apparatus embodiments of this application, please refer to the embodiments of the method described in this application.

[0068] Please see Figure 4 This illustration shows a schematic diagram of an abnormal event processing apparatus provided in an exemplary embodiment of this application, hereinafter referred to as apparatus 4. Apparatus 4 may be located in a server. Apparatus 4 may be implemented as all or part of a terminal device through software, hardware, or a combination of both. Apparatus 4 includes: an acquisition unit 401 and a creation unit 402.

[0069] The acquisition unit 401 is used to acquire the event attribute information of the abnormal event when an abnormal event is detected to be triggered.

[0070] The creation unit 402 is used to determine multiple responsible persons associated with the event attribute information according to preset group building rules, and to create a group based on the multiple responsible persons.

[0071] In one or more possible embodiments, the event attribute information includes: event sub-plant type, abnormal event ID, abnormal category code, abnormal sub-category code, group ID, line code, event status, and reporter ID;

[0072] The event status can be any one of the following: initial reporting status, confirmation status, first escalation status, second escalation status, resolved status, and closed status.

[0073] In one or more possible embodiments, when the event status of the abnormal event is the initial reporting status, the event sub-factory type and the abnormal sub-class code are null values;

[0074] The creation unit 402 is specifically used for:

[0075] The first user corresponding to the line body code is queried;

[0076] Instruct the reporter to create a group based on the first user and the reporter's ID.

[0077] In one or more possible embodiments, it also includes:

[0078] The editing unit is used to modify the event sub-factory type and the exception sub-class code based on the modification instructions of the first user;

[0079] Based on the first user confirmation instruction, the event status is changed from the initial reporting status to the confirmation status, and the modified attribute value is saved;

[0080] The creation unit 402 is also used for:

[0081] Query the second user associated with the event attribute information, and add the second user to the group; wherein the second user is a business specialist queried according to one or more of the event branch type, the major category code of the exception, the minor category code of the exception, and the line code.

[0082] In one or more possible embodiments, it also includes:

[0083] The modification unit is used to modify the event state to a first upgrade state when the duration of the event state being in the confirmed state exceeds a first preset duration.

[0084] The creation unit 402 is also used for:

[0085] The third user associated with the second user is determined based on the line code, and the third user is added to the group; wherein the third user is the superior of the second user.

[0086] In one or more possible embodiments, the modification unit is further configured to:

[0087] If the duration of the event in the first escalation state exceeds the second preset duration, the event state will be changed to the second escalation state.

[0088] The creation unit 402 is also used for:

[0089] The fourth user associated with the third user is determined based on the line code, and the fourth user is added to the group; wherein the fourth user is the superior of the third user.

[0090] In one or more possible embodiments, it also includes:

[0091] The disbanding unit is used to modify the event status to a resolved status when it receives a resolved instruction from the first user.

[0092] Upon receiving a closing instruction from the first user, the event status is changed to closed, and the handling process of the abnormal event is scored according to a preset scoring rule; the group is disbanded, and the chat history of the group is saved.

[0093] It should be noted that the device 4 provided in the above embodiments, when executing the abnormal event handling method, is only illustrated by the division of the above functional modules. In practical applications, the above functions can be assigned to different functional modules as needed, that is, the internal structure of the device can be divided into different functional modules to complete all or part of the above functions. In addition, the abnormal event handling device and the abnormal event handling method embodiments provided in the above embodiments belong to the same concept, and their implementation process can be found in the method embodiments, which will not be repeated here.

[0094] The sequence numbers of the embodiments in this application are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0095] This application also provides a computer storage medium that can store multiple instructions, which are adapted to be loaded and executed by a processor as described above. Figure 2 The method steps of the illustrated embodiment can be found in the following documentation for detailed execution. Figure 2 The specific details of the illustrated embodiments will not be elaborated here.

[0096] This application also provides a computer program product that stores at least one instruction, which is loaded and executed by the processor to implement the abnormal event handling method described in the above embodiments.

[0097] Please see Figure 5 This provides a schematic diagram of a server structure for an embodiment of this application. For example... Figure 5 As shown, the server 500 may include: at least one processor 501, at least one network interface 504, memory 505, and at least one communication bus 502.

[0098] The communication bus 502 is used to enable communication between these creations.

[0099] Optionally, the server in this application may also include: a user interface 503, which is used to perform human-computer interaction operations, including a display screen and a camera. Furthermore, the user interface 503 may also include a standard wired interface and a wireless interface.

[0100] The network interface 504 may optionally include a standard wired interface or a wireless interface (such as a Wi-Fi interface).

[0101] The processor 501 may include one or more processing cores. The processor 501 connects to various parts of the server 500 via various interfaces and lines, and performs various functions and processes data by running or executing instructions, programs, code sets, or instruction sets stored in the memory 505, and by calling data stored in the memory 505. Optionally, the processor 501 may be implemented using at least one hardware form of Digital Signal Processing (DSP), Field-Programmable Gate Array (FPGA), or Programmable Logic Array (PLA). The processor 501 may integrate one or a combination of several of the following: Central Processing Unit (CPU), Graphics Processing Unit (GPU), and modem. The CPU primarily handles the operating system, user interface, and applications; the GPU is responsible for rendering and drawing the content to be displayed on the screen; and the modem handles wireless communication. It is understood that the modem may also be implemented as a separate chip without being integrated into the processor 501.

[0102] The memory 505 may include random access memory (RAM) or read-only memory. Optionally, the memory 505 may include non-transitory computer-readable storage medium. The memory 505 can be used to store instructions, programs, code, code sets, or instruction sets. The memory 505 may include a program storage area and a data storage area, wherein the program storage area may store instructions for implementing an operating system, instructions for at least one function (such as touch function, sound playback function, image playback function, etc.), instructions for implementing the above-described method embodiments, etc.; the data storage area may store data involved in the above-described method embodiments, etc. Optionally, the memory 505 may also be at least one storage device located remotely from the aforementioned processor 501. Figure 5 As shown, the memory 505, which serves as a computer storage medium, may include an operating system, a network communication module, a user interface module, and application programs.

[0103] exist Figure 5 In the server 500 shown, the user interface 503 is mainly used to provide an input interface for users and obtain user input data; while the processor 501 can be used to call the application program stored in the memory 505 and specifically execute, such as Figure 2 The method shown can be referred to for details. Figure 2 As shown, it will not be elaborated further here.

[0104] Those skilled in the art will understand that all or part of the processes in the above embodiments can be implemented by a computer program instructing related hardware. The program can be stored in a computer-readable storage medium, and when executed, it can include the processes of the embodiments of the above methods. The storage medium can be a magnetic disk, optical disk, read-only memory, or random access memory, etc.

[0105] The above-disclosed embodiments are merely preferred embodiments of this application and should not be construed as limiting the scope of this application. Therefore, any equivalent variations made in accordance with the claims of this application shall still fall within the scope of this application.

Claims

1. A method for handling abnormal events, characterized in that, include: When an abnormal event is detected, the event attribute information of the abnormal event is obtained; The event attribute information includes: event branch plant type, abnormal event ID, abnormal category code, abnormal subcategory code, group ID, line code, event status, and reporter ID; the event status is any one of the following: initial reporting status, confirmed status, first escalation status, second escalation status, resolved status, and closed status; According to preset group-building rules, multiple responsible persons associated with the event attribute information are determined, and groups are created based on these multiple responsible persons; when the event status of the abnormal event is the initial reporting status, the event branch type and the abnormal sub-category code are null values; the determination of multiple responsible persons associated with the event attribute information according to preset group-building rules, and the creation of groups based on these multiple responsible persons, includes: querying the corresponding first user based on the line code; instructing the reporter to create a group based on the first user and the reporter ID; modifying the event branch type and the abnormal sub-category code based on the first user's modification instruction; modifying the event status from the initial reporting status to the confirmed status based on the first user's confirmation instruction, and saving the modified attribute values; wherein, the determination of multiple responsible persons associated with the event attribute information according to preset group-building rules, and the creation of groups based on these multiple responsible persons, also includes: querying the second user associated with the event attribute information, and adding the second user to the group; wherein, the second user is a business specialist queried based on one or more of the event branch type, the abnormal sub-category code, the abnormal sub-category code, and the line code.

2. The method according to claim 1, characterized in that, Also includes: If the duration of the event status being in the confirmed state exceeds a first preset duration, the event status will be changed to the first escalation state. The step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating a group based on the multiple responsible persons, further includes: The third user associated with the second user is determined based on the line code, and the third user is added to the group; wherein the third user is the superior of the second user.

3. The method according to claim 2, characterized in that, Also includes: If the duration of the event in the first escalation state exceeds the second preset duration, the event state will be changed to the second escalation state. The step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating a group based on the multiple responsible persons, further includes: The fourth user associated with the third user is determined based on the line code, and the fourth user is added to the group; wherein the fourth user is the superior of the third user.

4. The method according to any one of claims 2 to 3, characterized in that, Also includes: Upon receiving a resolved instruction from the first user, the event status is modified to a resolved status; When a shutdown command is received from the first user, the event status is changed to a shutdown status, and the handling process of the abnormal event is scored according to a preset scoring rule; Disband the group and save the group's chat history.

5. An apparatus for handling abnormal events, characterized in that, include: The acquisition unit is used to acquire the event attribute information of the abnormal event when an abnormal event is detected to be triggered. The event attribute information includes: event branch plant type, abnormal event ID, abnormal category code, abnormal subcategory code, group ID, line code, event status, and reporter ID; the event status is any one of the following: initial reporting status, confirmed status, first escalation status, second escalation status, resolved status, and closed status; A creation unit is used to determine multiple responsible persons associated with the event attribute information according to preset group-building rules, and to create groups based on the multiple responsible persons; when the event status of the abnormal event is the initial reporting status, the event sub-factory type and the abnormal sub-category code are null values; the step of determining multiple responsible persons associated with the event attribute information according to preset group-building rules, and creating groups based on the multiple responsible persons, includes: querying the corresponding first user according to the line code; instructing the reporter to create a group based on the first user and the reporter ID; and modifying the event sub-factory based on the modification instruction of the first user. The event type and the abnormal subclass code; based on the first user confirmation instruction, the event status is changed from the initial reporting status to the confirmation status, and the modified attribute value is saved; wherein, the step of determining multiple responsible persons associated with the event attribute information according to preset group building rules, and creating a group based on the multiple responsible persons, further includes: querying a second user associated with the event attribute information, and adding the second user to the group; wherein, the second user is a business specialist queried according to one or more of the event branch factory type, the abnormal major category code, the abnormal subclass code, and the line code.

6. A computer storage medium, characterized in that, The computer storage medium stores a plurality of instructions, which are adapted to be loaded by a processor and executed as method steps as claimed in any one of claims 1 to 4.

7. A server, characterized in that, include: A processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and executed the method steps as claimed in any one of claims 1 to 4.

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