Work order processing method, terminal equipment and storage medium

Abstract

The embodiment of the invention provides a work order processing method, terminal equipment and a storage medium, and belongs to the technical field of communication. The method is applied to a first terminal device, and comprises the following steps: receiving work order information and sending a fault positioning analysis request to a second terminal device according to the work order information; receiving fault positioning feedback information sent by the second terminal device in response to the fault positioning analysis request; determining a work order fault type corresponding to the work order information according to the fault positioning feedback information, and determining a fault processing strategy and a fault processing object according to the work order fault type; and obtaining a target device associated with the fault processing object, and sending the fault processing strategy and the work order information to the target device. According to the method, the problems of repeated work order processing and low efficiency caused by work order assignment errors are solved, the definite positioning of the work order problem is realized, the accurate assignment of the work order problem is realized according to the definite positioning result, and the processing efficiency of the work order problem is improved.

Description

Technical Field

[0001] The present invention relates to the field of communication technology, and in particular to a work order processing method, terminal equipment and storage medium. Background Art

[0002] In recent years, the industry is vigorously building a self-intelligent network system, with the goal of building a smarter network, leading with business, integrating capabilities in various fields, and realizing closed-loop effectiveness value. For example, in the single-domain operation and maintenance of telecom operators' core networks, transmission, wireless, and bearer products, network faults trigger alarms and report to the centralized fault management system, which triggers fault work orders. The integrated operation and maintenance system assigns the fault work orders triggered by the centralized fault management system and the complaint work orders triggered by the customer complaint system to the operation and maintenance personnel of each professional network for processing. Since the integrated operation and maintenance system cannot obtain the problem caused by the failure of the professional network, the assignment error causes the work order processing to be repeated and the processing efficiency is low. Therefore, there is an urgent need for a method that can automatically complete the location of the work order problem before assignment, solve the problem of incorrect assignment such as unclear work order location, and thus efficiently solve the closed-loop problem of cross-domain collaborative work orders. Summary of the invention

[0003] The main purpose of the embodiments of the present invention is to provide a work order method, terminal device and storage medium, aiming to solve the problems of assignment errors in work order processing in the prior art, which cause the same work order to be processed repeatedly, resulting in low work order processing efficiency and affecting customer satisfaction.

[0004] In a first aspect, an embodiment of the present invention provides a work order processing method, which is applied to a first terminal device, including:

[0005] Receiving work order information and sending a fault location analysis request to the second terminal device according to the work order information;

[0006] Receiving fault location feedback information sent by the second terminal device in response to the fault location analysis request;

[0007] Determine the work order fault type corresponding to the work order information based on the fault location feedback information, and determine the fault handling strategy and fault handling object based on the work order fault type;

[0008] Get the target device associated with the fault handling object, and send the fault handling strategy and work order information to the target device.

[0009] In a second aspect, an embodiment of the present invention further provides a terminal device, comprising a processor, a memory, a computer program stored in the memory and executed by the processor, and a data bus for realizing connection and communication between the processor and the memory, wherein when the computer program is executed by the processor, the steps of any one of the work order processing methods provided in the specification of the present invention are implemented.

[0010] In a third aspect, an embodiment of the present invention further provides a storage medium for computer-readable storage, characterized in that the storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to implement the steps of any work order processing method provided in the specification of the present invention.

[0011] The embodiment of the present invention provides a work order processing method, terminal device and storage medium, the method comprising receiving work order information and sending a fault location analysis request to a second terminal device according to the work order information; after obtaining the fault location feedback information sent by the second terminal device in response to the fault location analysis request, determining the work order fault type corresponding to the work order information according to the fault location feedback information, and then determining the fault handling strategy and fault handling object according to the work order fault type; thereby sending the fault handling strategy to the target device associated with the fault handling object, so that the target device can realize efficient processing of the work order information according to the fault handling strategy. The problem of repeated and inefficient work order processing caused by work order assignment errors is solved, the demarcation and positioning of work order problems are realized, and the accurate assignment and problem positioning of work order problems are realized according to the demarcation and positioning results, the processing efficiency of work order problems is improved, the rapid closed loop of work order problems is realized, and customer satisfaction is improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0013] Figure 1 A schematic diagram of a process flow of a work order processing method provided by an embodiment of the present invention;

[0014] Figure 2 A schematic diagram of obtaining work order information provided by an embodiment of the present invention;

[0015] Figure 3 A flowchart of another work order processing method provided by an embodiment of the present invention;

[0016] Figure 4A schematic diagram of information interaction between a first terminal device and a second terminal device provided in an embodiment of the present invention;

[0017] Figure 5 A schematic block diagram of the structure of a first terminal device provided by an embodiment of the present invention;

[0018] Figure 6 A schematic block diagram of the structure of a second terminal device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0019] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0020] The flowcharts shown in the accompanying drawings are only examples and do not necessarily include all the contents and operations / steps, nor must they be executed in the order described. For example, some operations / steps may also be decomposed, combined or partially merged, so the actual execution order may change according to actual conditions.

[0021] It should be understood that the terms used in this specification of the present invention are only for the purpose of describing specific embodiments and are not intended to limit the present invention. As used in the specification of the present invention and the appended claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to include plural forms.

[0022] The embodiment of the present invention provides a work order processing method, a terminal device and a storage medium. The work order processing method can be applied to a terminal device, which can be an electronic device such as a mobile phone, a tablet computer, a laptop computer, a desktop computer, a personal digital assistant and a wearable device, or a server or a server cluster.

[0023] Some embodiments of the present invention are described in detail below in conjunction with the accompanying drawings. In the absence of conflict, the following embodiments and features in the embodiments can be combined with each other.

[0024] Please refer to Figure 1 , Figure 1 A flowchart of a work order processing method provided by an embodiment of the present invention.

[0025] like Figure 1 As shown, the work order processing method includes steps S101 to S104.

[0026] Step S101: Receive work order information and send a fault location analysis request to a second terminal device according to the work order information.

[0027] Exemplarily, the first terminal device receives the operation failure of the system or application during operation and the work order failure information generated by the target user or customer during use, and then the first terminal device combines the operation failure and the work order failure information and other information into a fault location analysis request, and sends the fault location analysis request to the second terminal device. Among them, other information in the fault location analysis request includes but is not limited to request identification information, request time, request type, etc.

[0028] For example, system A is running, but an operational failure occurs during the operation of system A. At the same time, customer B also encounters a problem when using system A. At this time, customer B makes an abnormal feedback through the abnormal feedback module in the system. The abnormal feedback is sent to the first terminal device, and the operational failure that occurs during the operation of system A is also fed back to the first terminal device. The first terminal device then forms a fault location analysis request with the operational failure and abnormal feedback that occurs during the operation of system A, and then sends it to the second terminal device.

[0029] Optionally, when the first terminal device generates a fault location analysis request, there is no specific restriction on the amount of data of operating faults and abnormal feedback included, and it can be set according to actual conditions.

[0030] Optionally, the communication method between the first terminal device and the second terminal device can adopt the rest asynchronous call mode, which can be set according to needs and is not specifically limited here.

[0031] In one embodiment, the work order information includes a complaint work order sent by a customer complaint system and a fault work order sent by a fault management system.

[0032] For example, Figure 2 As shown, an integrated operation and maintenance system is run in the first terminal device, and the integrated operation and maintenance system communicates with the customer complaint system and the fault management system respectively. The customer complaint system is mainly used to collect complaints about the core network, transmission, wireless, and bearer, and then trigger a complaint work order to the integrated operation and maintenance system. The fault management system is mainly used to collect alarm information about the core network, transmission, wireless, and bearer, and trigger a fault work order to the integrated operation and maintenance system.

[0033] Exemplarily, the integrated operation and maintenance system receives complaint tickets triggered by the customer complaint system and fault tickets triggered by the centralized fault management system, thereby forming a fault location analysis request.

[0034] Optionally, the integrated operation and maintenance system, customer complaint system, and fault management system are also communicated with the core network, transmission, wireless, and bearer systems respectively, and then provide core network, transmission, wireless, and bearer professional single-domain services and operation and maintenance through the core network, transmission, wireless, and bearer systems.

[0035] In one embodiment, before sending a fault location analysis request to the second terminal device according to the work order information, the method also includes: sending a first authentication parameter to the authentication interface of the second terminal device, so that after the second terminal device receives the first authentication parameter, it performs parameter verification on the first authentication parameter to obtain a first token; receiving the first token, and placing the first token in the fault location analysis request.

[0036] For example, before the first terminal device sends a fault location analysis request to the second terminal device, it needs to authenticate the first terminal device to determine whether the first terminal device has the right to access the second terminal device. Authentication is also used to ensure that users cannot access the second terminal device at will, thereby ensuring the safety and stability of the second terminal device.

[0037] Exemplarily, an authentication interface is provided in the second terminal device, and the first terminal device sends the first authentication parameter required by the authentication interface to the second terminal device, so that the authentication interface of the second terminal device parses the first authentication parameter after receiving the first authentication parameter, obtains the parsing result, and then determines whether the parameter verification is passed according to the parsing result. When the parameter verification is passed, the first token is sent to the first terminal device, so that when the first terminal device sends a fault location analysis request to the second terminal device, the first token is placed in the fault location analysis request, and then when the second terminal device receives the fault location analysis request, it can distinguish whether it is a normal call according to the first token, that is, it ensures that the call of the first terminal device is a normal call, and also prevents other illegal users from making illegal calls to the second terminal device. When the parameter verification fails, it indicates that the request is an illegal request, and the second terminal device can directly ignore it without responding.

[0038] In one embodiment, the first authentication parameter includes a user name, a password, a verification code, or a key.

[0039] Exemplarily, when the first terminal device sends the first authentication parameter to the second terminal device, the user name and verification code can be used. When the second terminal device receives the user name and verification code, the user name and verification code are matched with the data stored in the database. When the match is successful, it indicates that the first terminal device is the target device of the second terminal device, and the second terminal device sends a first token to the first terminal device.

[0040] Alternatively, the first terminal device and the second terminal device determine a password before communication, and the first terminal device sends the password to the authentication interface of the second terminal device. When the password is consistent with the password stored in the second terminal device, it indicates that the first terminal device has the right to access the second terminal device, and the second terminal device sends a first token to the first terminal device.

[0041] Alternatively, the first terminal device and the second terminal device are authenticated by means of a key. For example, the public key of the first terminal device is stored in the second terminal device. When the first terminal device sends authentication parameters to the second terminal device, the information is encrypting by the private key of the first terminal device. If the second terminal device can decrypt by using the stored public key of the first terminal device, it indicates that the first terminal device has the right to access the second terminal device, and the second terminal device sends a first token to the first terminal device. Otherwise, if the public key stored in the second terminal device cannot decrypt the corresponding authentication information, it indicates that the device sending the authentication request to the second terminal device does not have the right to access the second terminal device.

[0042] Optionally, the key and user name can be combined, and the user name can be used as an authentication parameter, encrypted with a private key, and then sent to the authentication interface of the second terminal device, so that after the second terminal device receives the authentication request, it will first use the public key to decrypt it. If the decryption fails, the authentication fails directly. If the decryption is successful, it will further verify whether the user name is the target object.

[0043] Optionally, the first authentication parameter: user name, password, verification code or key, can be arbitrarily combined in a similar manner as described above, and this solution does not impose any specific limitation.

[0044] In one embodiment, the fault location analysis request includes at least one or more of the following information: work order number, fault time, user number, problem area, scenario, and work order type, wherein the fault location analysis request includes at least work order information for identifying the work order to be located and analyzed.

[0045] For example, before the customer complaint system sends a complaint ticket or the centralized fault management system sends a fault ticket, the fault details of the complaint ticket or fault ticket are stored in the database. When the second terminal device performs fault analysis according to the fault location analysis request, it can query the database according to one or more of the ticket number, fault time, user number, problem area, scenario, and ticket type to obtain specific fault information. Therefore, when sending a fault location analysis request, at least the ticket information for identifying the work order to be located and analyzed is included, so that the second terminal device can obtain the corresponding work order details in the database, thereby achieving delimited location analysis.

[0046] For example, the work order number is the unique identification information used to identify the work to be located and analyzed. When a complaint work order is generated in the customer complaint system, the specific work order information in the complaint work order is stored according to one or more classification methods including the work order number, fault time, user number, problem area, scenario, and work order type in the complaint work order. The fault location analysis request must include a field for the work order number information, and may also include one or more of the fault time, user number, problem area, scenario, and work order type to improve the efficiency of information retrieval.

[0047] Optionally, after the second terminal device receives the fault location analysis request sent by the first terminal device, the second terminal device may reply to the first terminal device with a confirmation message of the fault location analysis request interface call, indicating that the second terminal device has received the fault location analysis request of the work order.

[0048] Step S102: receiving fault location feedback information sent by the second terminal device in response to the fault location analysis request.

[0049] Exemplarily, after the second terminal device receives the fault location analysis request, it parses the fault location analysis request to obtain the complaint ticket triggered by the customer complaint system and the fault ticket triggered by the centralized fault management system contained in the fault location analysis request, and then analyzes the complaint ticket and the fault ticket to obtain fault location feedback information, thereby sending the fault location feedback information to the first terminal device.

[0050] Step S103: Determine the work order fault type corresponding to the work order information according to the fault location feedback information, and determine the fault handling strategy and fault handling object according to the work order fault type.

[0051] Exemplarily, the fault location feedback information is parsed to obtain a parsing result, and then the work order fault type corresponding to the work order information is determined based on the parsing result, thereby determining the fault handling strategy corresponding to the work order information based on the work order fault type and preset conditions, and determining the fault handling object corresponding to the work order information that needs to be processed based on the parsing result.

[0052] For example, the work order fault type is divided into normal, urgent, and urgent according to the urgency of handling. Normal means that the task can be handled within 3 days, urgent means that the task can be handled within 1 day, and urgent means that the task can be solved as needed. Then, when the work order fault type obtained from the fault location feedback information is urgent, it is necessary to directly send the work order information to the fault handling object so that the fault handling object can respond quickly; when the work order fault type obtained from the fault location feedback information is urgent, a command can be sent to the fault handling object to complete it within the specified time.

[0053] Alternatively, it can also be divided according to the degree to which the fault affects the operation of the system or program. If the system or program cannot operate normally if the function is not repaired, it can be defined as a level one fault; if the function only displays garbled characters on the interface but does not affect the normal operation of the system or program, it can be defined as a level two fault, and so on.

[0054] Optionally, the work order fault type can be set according to actual needs and is not specifically limited here.

[0055] Step S104: Acquire the target device associated with the fault handling object, and send the fault handling strategy and work order information to the target device.

[0056] Exemplarily, after determining the fault handling object, a query is performed from the fault handling object and processing device mapping table to obtain the target device associated with the fault handling object, and then the fault handling strategy and work order information are sent to the target device, so that the target personnel corresponding to the target device can perform work order processing according to the fault handling strategy and work order information.

[0057] For example, if a system is divided into three parts: front-end, back-end, and algorithm, the terminal devices of the persons in charge of the front-end, back-end, and algorithm are used as processing devices. For example, the terminal device of the person in charge of the front-end is device A, the terminal device of the person in charge of the back-end is device B, and the terminal device of the person in charge of the algorithm is device C. Then the mapping table is {front-end: device A, back-end: device B, algorithm: device C}. When the fault processing object is the front-end, the target device associated with the fault processing object is device A, and then the fault processing strategy and work order information are sent to device A.

[0058] In one embodiment, the fault handling strategy includes at least one or more of the following information: work order number, fault cause, handling suggestion, handling time, work order type, cell name, and fault location result.

[0059] Exemplarily, after determining the fault handling type, the fault handling strategy is sent to the fault handling object according to the fault handling type, wherein the fault handling strategy contains the results of the delimitation and positioning analysis performed by the second terminal device, including but not limited to the work order number, the cause of the fault, the handling suggestion, the fault positioning result, the processing time, the work order type, and the cell name. The work order number enables the handler to query the work order information. The cause of the fault, the handling suggestion, and the fault positioning result are the results of the delimitation and positioning analysis performed by the second terminal device based on the work order information. The processing time can be used to indicate the time when the delimitation and positioning analysis of the second terminal device is completed, and can also be used to indicate the latest time when the target terminal needs to complete the processing. The work order type is used to indicate the classification type to which the work order information belongs, and can be divided according to the urgency of the work order processing or the rationality of the work order fault. The cell name indicates the location information where the abnormality of the work order information occurs.

[0060] Please refer to Figure 3 , Figure 3 A flowchart of another work order processing method provided by an embodiment of the present invention.

[0061] like Figure 3 As shown, the work order processing method is applied to the second terminal device, including steps S201 to 203.

[0062] Step S201: receiving a fault location analysis request sent by a first terminal device, where the fault location analysis request is a request generated by the first terminal device according to received work order information.

[0063] Exemplarily, after the first terminal device generates a fault location analysis request according to the received work order information, the fault location analysis request is sent to the second terminal device via a URL or wireless transmission, so that the second terminal device receives the fault location analysis request.

[0064] In one embodiment, before receiving the fault location analysis request sent by the first terminal device, the method also includes: sending a second authentication parameter to the authentication interface of the first terminal device, so that after the first terminal device receives the second authentication parameter, it performs parameter verification on the second authentication parameter to obtain a second token; receiving the second token, and placing the second token in the fault location feedback information.

[0065] For example, after the second terminal device obtains the fault location analysis request from the first terminal device, it needs to return the fault location feedback information to the first terminal device. To ensure the safety and stability of the first terminal device, it is necessary to authenticate the second terminal device to determine whether the second terminal device has the right to access the first terminal device. And through authentication, it is ensured that the user cannot access the first terminal device at will, ensuring the safety and stability of the first terminal device.

[0066] Exemplarily, an authentication interface is provided in the first terminal device, and the second terminal device sends the second authentication parameter required by the authentication interface to the first terminal device, so that the authentication interface of the first terminal device parses the second authentication parameter after receiving the second authentication parameter, obtains the parsing result, and then determines whether the parameter verification is passed according to the parsing result. When the parameter verification is passed, a second token is sent to the second terminal device, so that when the second terminal device sends the fault location feedback information to the first terminal device, the second token is placed in the fault location feedback information, and then when the first terminal device receives the fault location feedback information, it can distinguish whether it is a normal call according to the second token, that is, it ensures that the call of the second terminal device is a normal call, and also prevents other illegal users from illegally calling the first terminal device. When the parameter verification fails, it indicates that the request is an illegal request, and the first terminal device can directly ignore it without responding.

[0067] Optionally, the setting of the authentication parameters and the authentication method may refer to the processing method of the first terminal device authenticating the second terminal device, which will not be described in detail here.

[0068] Step S202: Analyze the fault location analysis request, and obtain fault location feedback information according to the analysis result.

[0069] Exemplarily, a data analysis system is running in the second terminal device, which collects data such as the core network, transmission, wireless, bearer network control plane, user plane, performance, alarms, measurement reports, etc. When a fault location analysis request sent by the first terminal device is received, the fault location analysis request is parsed to obtain analysis information, and then the analysis information is delimited and located to obtain analysis results, thereby obtaining fault location feedback information based on the analysis results.

[0070] In one embodiment, the fault location analysis request is analyzed and fault location feedback information is obtained based on the analysis results, including: obtaining the complaint ticket and fault ticket corresponding to the fault location analysis request, and matching the information in the complaint ticket and the fault ticket to determine the matching result of the complaint ticket and the fault ticket; determining the fault location feedback information based on the matching result.

[0071] Exemplarily, the corresponding complaint work order and fault work order are obtained according to the work order number in the fault location analysis request, and then the complaint cause is determined from the complaint work order and the fault cause is determined from the fault work order, the complaint cause is extracted to obtain the first structured data corresponding to the complaint cause, and the fault cause determined in the fault work order is extracted to obtain the second structured data corresponding to the fault work order, and then the first structured data and the second structured data are calculated for similarity to obtain a matching result. When the matching result is greater than a preset value, the complaint work order and the fault work order are matched, that is, the fault work order corresponding to the complaint work order is found, which makes it easier for the target processing object to be located, and finally the fault location feedback information is determined according to the matching result.

[0072] Step S203: send the fault location feedback information to the first terminal device, so that the first terminal device determines the work order fault type corresponding to the work order information according to the fault location feedback information, and determines the fault handling strategy and the fault handling object according to the work order fault type, and obtains the target device associated with the fault handling object, and sends the fault handling strategy and the work order information to the target device.

[0073] Exemplarily, after obtaining the fault location feedback information, the fault location feedback information is sent to the first terminal device, so that the first terminal device parses the fault location feedback information to obtain a parsing result, and then determines the work order fault type corresponding to the work order information based on the parsing result, thereby determining the fault handling strategy corresponding to the work order information based on the work order fault type and preset conditions, and determining the fault handling object corresponding to the work order information that needs to be processed based on the parsing result.

[0074] Optionally, after the first terminal device receives the fault location feedback information sent by the second terminal device, the first terminal device sends a confirmation message to the second terminal device regarding the call of the fault location feedback information interface, indicating that the first terminal device has received the fault location feedback information of the work order sent by the second terminal device.

[0075] The work order processing method provided in the above embodiment interacts with the first terminal device and the second terminal device in the following process: Figure 4As shown, it includes: the first terminal device calls the authentication interface in the second terminal device, and the authentication parameters include but are not limited to the user name, password, verification code or key; the second terminal device verifies the parameters passed in by the first terminal device when calling the authentication interface, and then returns the first token to the first terminal device; if the verification fails, the subsequent fault location analysis request sent by the first terminal device to the second terminal device will not be able to be called; the second terminal device calls the authentication interface of the first terminal device, and the authentication parameters include but are not limited to the user name, password, verification code or key; the first terminal device verifies the parameters passed in by calling the authentication interface of the second terminal device, and then returns the second token to the second terminal device; if the verification fails, the subsequent second terminal device returns the second token to the first terminal device The fault location feedback information fed back will not be available for calling; the first terminal device calls the work order delimitation and positioning request interface in the second terminal device to send a fault location analysis request, and after receiving the fault location analysis request, the second terminal device performs delimitation and positioning analysis according to the complaint work order triggered by the customer complaint system and the fault work order triggered by the centralized fault management system contained in the fault location analysis request, and obtains the fault location feedback information, and then the second terminal device calls the work order delimitation and positioning response interface of the first terminal device, and returns the fault location feedback information to the first terminal device, so that the first terminal device can accurately and promptly respond to the work order problem after receiving the fault location feedback information, thereby issuing the work order task, quickly realizing the work order problem processing, and improving the work order processing efficiency and accuracy.

[0076] The terminal device in the present application includes a first terminal device and a second terminal device.

[0077] See also Figure 5 , Figure 5 A schematic block diagram of the structure of a first terminal device provided in an embodiment of the present invention.

[0078] like Figure 5 As shown, the first terminal device 300 includes a first processor 301 and a first memory 302, and the first processor 301 and the first memory 302 are connected via a bus 303, such as an I2C (Inter-integrated Circuit) bus.

[0079] Specifically, the first processor 301 is used to provide computing and control capabilities to support the operation of the entire terminal device. The first processor 301 can be a central processing unit (CPU), and the first processor 301 can also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components, etc. Among them, the general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc.

[0080] Specifically, the first memory 302 may be a Flash chip, a read-only memory (ROM) disk, an optical disk, a USB flash drive, or a mobile hard disk.

[0081] Those skilled in the art will understand that Figure 5 The structure shown in the figure is only a block diagram of a partial structure related to the embodiment of the present invention, and does not constitute a limitation on the terminal device to which the embodiment of the present invention is applied. The specific server may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0082] The first processor 301 is used to run a computer program stored in a memory, and implement any one of the work order processing methods provided by the embodiments of the present invention when executing the computer program.

[0083] In one embodiment, the first processor 301 is used to run a computer program stored in a memory, and implement the following steps when executing the computer program:

[0084] Receiving work order information and sending the fault location analysis request to the second terminal device according to the work order information;

[0085] receiving fault location feedback information sent by the second terminal device in response to the fault location analysis request;

[0086] Determine the work order fault type corresponding to the work order information according to the fault location feedback information, and determine the fault handling strategy and fault handling object according to the work order fault type;

[0087] A target device associated with the fault handling object is obtained, and the fault handling strategy and the work order information are sent to the target device.

[0088] In one embodiment, the first processor 301 executes, and the work order information includes a complaint work order sent by a customer complaint system and a fault work order sent by a fault management system.

[0089] In one embodiment, before sending the fault location analysis request to the second terminal device according to the work order information, the first processor 301 further executes:

[0090] Sending a first authentication parameter to the authentication interface of the second terminal device, so that after receiving the first authentication parameter, the second terminal device performs parameter verification on the first authentication parameter to obtain a first token;

[0091] The first token is received, and the first token is placed in the fault location analysis request.

[0092] In one embodiment, the first processor 301 executes, and the first authentication parameter includes a user name, a password, a verification code or a key.

[0093] In one embodiment, the first processor 301 executes, and the fault location analysis request includes at least one or more of the following information: work order number, fault time, user number, problem area, scenario, and work order type, wherein the fault location analysis request includes at least work order information for identifying the work order to be located and analyzed; and the fault handling strategy includes at least one or more of the following information: work order number, fault cause, handling suggestion, handling time, work order type, cell name, and fault location result.

[0094] See also Figure 6 , Figure 6 A schematic block diagram of the structure of a second terminal device provided in an embodiment of the present invention.

[0095] like Figure 6 As shown, the second terminal device 400 includes a second processor 401 and a second memory 402, and the second processor 401 and the second memory 402 are connected via a bus 403, such as an I2C (Inter-integrated Circuit) bus.

[0096] Specifically, the second processor 401 is used to provide computing and control capabilities to support the operation of the entire terminal device. The second processor 401 can be a central processing unit (CPU), and the second processor 401 can also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components, etc. Among them, the general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc.

[0097] Specifically, the second memory 402 may be a Flash chip, a read-only memory (ROM) disk, an optical disk, a U disk, or a mobile hard disk.

[0098] Those skilled in the art will understand that Figure 6 The structure shown in the figure is only a block diagram of a partial structure related to the embodiment of the present invention, and does not constitute a limitation on the terminal device to which the embodiment of the present invention is applied. The specific server may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0099] The second processor 401 is used to run a computer program stored in the memory, and implement any one of the work order processing methods provided by the embodiments of the present invention when executing the computer program.

[0100] In one embodiment, the second processor 401 is used to run a computer program stored in the memory, and implements the following steps when executing the computer program:

[0101] Receiving a fault location analysis request sent by a first terminal device, where the fault location analysis request is a request generated by the first terminal device according to the received work order information;

[0102] Analyze the fault location analysis request, and obtain fault location feedback information according to the analysis result;

[0103] The fault location feedback information is sent to the first terminal device, so that the first terminal device determines the work order fault type corresponding to the work order information according to the fault location feedback information, determines the fault handling strategy and the fault handling object according to the work order fault type, obtains the target device associated with the fault handling object, and sends the fault handling strategy and the work order information to the target device.

[0104] In one embodiment, before receiving the fault location analysis request sent by the first terminal device, the second processor 401 further executes:

[0105] Sending a second authentication parameter to the authentication interface of the first terminal device, so that after receiving the second authentication parameter, the first terminal device performs parameter verification on the second authentication parameter to obtain a second token;

[0106] The second token is received, and the second token is placed in the fault location feedback information.

[0107] In one embodiment, the second processor 401 performs the following steps when analyzing the fault location analysis request and obtaining the fault location feedback information according to the analysis result:

[0108] Obtaining the complaint ticket and fault ticket corresponding to the fault location analysis request, and matching the information in the complaint ticket and the fault ticket to determine a matching result between the complaint ticket and the fault ticket;

[0109] The fault location feedback information is determined according to the matching result.

[0110] It should be noted that technical personnel in the relevant field can clearly understand that for the convenience and conciseness of description, the specific working process of the terminal device described above can refer to the corresponding process in the aforementioned work order processing method embodiment, and will not be repeated here.

[0111] An embodiment of the present invention also provides a storage medium for computer-readable storage, wherein the storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to implement the steps of any work order processing method provided in the description of the embodiment of the present invention.

[0112] The storage medium may be an internal storage unit of the terminal device described in the foregoing embodiment, such as a hard disk or memory of the terminal device. The storage medium may also be an external storage device of the terminal device, such as a plug-in hard disk, a smart memory card (Smart Media Card, SMC), a secure digital (SecureDigital, SD) card, a flash card (Flash Card), etc., equipped on the terminal device.

[0113] It will be appreciated by those skilled in the art that all or some of the steps, systems, and functional modules / units in the methods disclosed above may be implemented as software, firmware, hardware, and appropriate combinations thereof. In a hardware embodiment, the division between the functional modules / units mentioned in the above description does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed by several physical components in cooperation. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, a digital signal processor, or a microprocessor, or implemented as hardware, or implemented as an integrated circuit, such as an application-specific integrated circuit. Such software may be distributed on a computer-readable medium, which may include a computer storage medium (or non-transitory medium) and a communication medium (or temporary medium). As known to those skilled in the art, the term computer storage medium includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, program modules, or other data). Computer storage media include, but are not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tapes, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and can be accessed by a computer. In addition, it is well known to those of ordinary skill in the art that communication media typically contain computer-readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave or other transport mechanism, and may include any information delivery media.

[0114] It should be understood that the term "and / or" used in the present specification and the appended claims refers to any combination of one or more of the associated listed items and all possible combinations, including these combinations. It should be noted that, in this article, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or system including a series of elements includes not only those elements, but also includes other elements not explicitly listed, or also includes elements inherent to such process, method, article or system. In the absence of further restrictions, an element defined by the sentence "including a..." does not exclude the presence of other identical elements in the process, method, article or system including the element.

[0115] The serial numbers of the embodiments of the present invention are only for description and do not represent the advantages and disadvantages of the embodiments. The above description is only a specific embodiment of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed by the present invention, and these modifications or replacements should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention shall be based on the protection scope of the claims.

Claims

1. A work order processing method, characterized in that: Applied to a first terminal device, the method includes: Receiving work order information and sending the fault location analysis request to the second terminal device according to the work order information; receiving fault location feedback information sent by the second terminal device in response to the fault location analysis request; Determine the work order fault type corresponding to the work order information according to the fault location feedback information, and determine the fault handling strategy and fault handling object according to the work order fault type; A target device associated with the fault handling object is obtained, and the fault handling strategy and the work order information are sent to the target device.

2. The method according to claim 1, characterized in that: The work order information includes complaint work orders sent by the customer complaint system and fault work orders sent by the fault management system.

3. The method according to claim 1, characterized in that: Before sending the fault location analysis request to the second terminal device according to the work order information, the method further includes: Sending a first authentication parameter to the authentication interface of the second terminal device, so that after receiving the first authentication parameter, the second terminal device performs parameter verification on the first authentication parameter to obtain a first token; The first token is received, and the first token is placed in the fault location analysis request.

4. The method according to claim 3, characterized in that: The first authentication parameter includes a user name, a password, a verification code or a key.

5. The method according to claim 1, characterized in that: The fault location analysis request includes at least one or more of the following information: work order number, fault time, user number, problem area, scenario, and work order type, wherein the fault location analysis request includes at least work order information for identifying the work order to be located and analyzed; the fault handling strategy includes at least one or more of the following information: work order number, fault cause, handling suggestion, handling time, work order type, cell name, and fault location result.

6. A work order processing method, characterized in that: Applied to a second terminal device, the method includes: Receiving a fault location analysis request sent by a first terminal device, where the fault location analysis request is a request generated by the first terminal device according to the received work order information; Analyze the fault location analysis request, and obtain fault location feedback information according to the analysis result; The fault location feedback information is sent to the first terminal device, so that the first terminal device determines the work order fault type corresponding to the work order information according to the fault location feedback information, determines the fault handling strategy and the fault handling object according to the work order fault type, obtains the target device associated with the fault handling object, and sends the fault handling strategy and the work order information to the target device.

7. The method according to claim 6, characterized in that: Before receiving the fault location analysis request sent by the first terminal device, the method further includes: Sending a second authentication parameter to the authentication interface of the first terminal device, so that after receiving the second authentication parameter, the first terminal device performs parameter verification on the second authentication parameter to obtain a second token; The second token is received, and the second token is placed in the fault location feedback information.

8. The method according to claim 6, characterized in that: The analyzing the fault location analysis request and obtaining fault location feedback information according to the analysis result includes: Obtaining the complaint ticket and fault ticket corresponding to the fault location analysis request, and matching the information in the complaint ticket and the fault ticket to determine a matching result between the complaint ticket and the fault ticket; The fault location feedback information is determined according to the matching result.

9. A terminal device, characterized in that: The terminal device includes a processor and a memory; The memory is used to store computer programs; The processor is used to execute the computer program and implement the work order processing method according to any one of claims 1 to 8 when executing the computer program.

10. A computer-readable storage medium, characterized in that: When the computer-readable storage medium is executed by one or more processors, the one or more processors execute the steps of the work order processing method according to any one of claims 1 to 7.

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