Work order dispatching system and work order dispatching method
By introducing a work order dispatching system into the IT operation and maintenance service model and using configuration management, personnel status identification and automatic dispatch modules, the problem of unreasonable allocation of operation and maintenance resources is solved, and more flexible and efficient operation and maintenance resource management is achieved, improving Improve the agility of the operation and maintenance team and the stability of the system.
Patent Information
- Application Number
- CN202411426014.X
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-10-12
- Publication Date
- 2025-01-21
AI Technical Summary
In the existing IT operation and maintenance service model, work order assignment rules are maintained in two-dimensional tables, resulting in unreasonable allocation of operation and maintenance resources. Especially in emergencies or when the system work orders surge, temporary personnel need to be adjusted, but system management The personnel need to modify the configuration one by one, which is cumbersome and has poor timeliness, and may introduce errors.
A work order dispatching system is provided, including a configuration management module, a personnel status identification module and a work order dispatch module. The configuration management module is used to establish and manage configuration tables. The personnel status identification module automatically identifies and records the online and offline status of front-line processing personnel, and blocks or allows offline applications according to preset rules. The work order dispatch module automatically Dispatch work orders.
It improves the flexibility and timeliness of operation and maintenance resource allocation, ensures that work orders are accurately and timely assigned to personnel who are currently online and capable of processing, enhances the agility of the operation and maintenance team, reduces human intervention and error rates, and improves the system stability and reliability.
Smart Images
Figure CN119338180A_ABST
Abstract
Description
Technical Field
[0001] The present application relates to the technical field of work order management systems, and in particular to a work order dispatching system and a work order dispatching method. Background Art
[0002] With the in-depth development of the Internet era and the accelerated advancement of digital transformation, enterprises are facing unprecedented challenges and opportunities. Improving the core competitiveness and productivity of enterprises through technological innovation and continuous development of new businesses has become an important task for science and technology departments. In this context, the quality and efficiency of IT operation and maintenance services are directly related to the stability and competitiveness of enterprise business.
[0003] In the existing IT operation and maintenance service model, after the user creates a work order, the IT service management system (ITSM) will automatically assign the work order to the rule engine. The rule engine configures and maintains these assignment rules through a set of preset rule bases. These rules are usually based on the correspondence between service items and front-line operation and maintenance personnel. For example, when the user chooses to open an email on the work order, the system will automatically assign the work order to the preset front-line operation and maintenance personnel. With the development of technology, this model has also expanded the business system dimension, mapping system items and business systems, making work order assignment more detailed.
[0004] However, the existing technology has exposed some significant problems in practical applications. First, the work order dispatching rules are usually maintained in a two-dimensional table, and the order-taking personnel are pre-set. This leads to unreasonable allocation of operation and maintenance resources in daily work if the front-line operation and maintenance personnel encounter emergencies such as meetings, temporary support for other work, or a sudden surge in the number of work orders for a certain system. At this time, if temporary personnel adjustments are required, the system administrator needs to modify the configuration one by one, which is not only cumbersome to operate, but also has poor timeliness, and may also introduce errors due to untimely information transmission or delayed modifications. Summary of the invention
[0005] In view of the above problems, the present application provides a work order dispatching system and a work order dispatching method, including the following contents:
[0006] In a first aspect, the present application provides a work order dispatching system, the system comprising:
[0007] Configuration management module, which is used to establish a configuration table containing service items, business systems, business subsystems and a list of front-line processing personnel as key attributes, and manage the configuration effectiveness status, configuration responsible person, and batch modification and import and export functions;
[0008] The personnel status identification module is used to automatically identify and record the online and offline status of front-line processing personnel, and block or allow the offline application of front-line processing personnel according to preset rules;
[0009] The work order dispatching module is used to automatically dispatch the work order to the corresponding front-line processing personnel when the work order is submitted, based on the configuration in the configuration management module and the personnel status information provided by the personnel status identification module.
[0010] Optionally, the configuration table uses the three attributes of service item, business system and business subsystem as a composite primary key to identify the uniqueness of the record.
[0011] Optionally, the configuration management module is further used to batch modify any attribute in the configuration table;
[0012] The same or different persons in charge are set for each configuration item in the configuration table.
[0013] Optionally, the personnel status identification module includes:
[0014] Offline application process, in response to the offline application submitted by the front-line processing personnel being approved, automatically checking whether there are other front-line processing personnel online in the list of the front-line processing personnel after the front-line processing personnel is offline, and if so, allowing offline;
[0015] If not, offline access will not be allowed, and the reason and modification guidance will be provided.
[0016] Optionally, the personnel status identification module further includes:
[0017] In response to the user's manual early termination of the offline process operation, the user's offline state is terminated.
[0018] Optionally, when a work order is submitted, the work order dispatching module verifies the online status of the front-line processing personnel in real time and excludes personnel who are offline to ensure that the work order is dispatched to the online front-line processing personnel.
[0019] Optionally, it also includes a work order delegation function, which allows front-line processing personnel to apply for a delegation plan and designate a delegate;
[0020] The entrustment plan will take effect after approval, and the work orders generated within the validity period of the entrustment will be sent to the entrustment list for the entruster and the entrustee to view.
[0021] Optionally, the delegation list is used to display the delegation records of all users;
[0022] The entrustment list includes an entrustment cancellation operation module for canceling the entrustment.
[0023] Optionally, the work order delegation function also includes:
[0024] When the delegate opens a work order from the to-do list for the first time, the work order is transferred to the delegate's to-do list;
[0025] When a work order in the to-do list generated within the validity period has not been opened, it will be transferred to the client's to-do list after the validity period expires.
[0026] In a second aspect, the present application provides a work order dispatching method, which is applied to any system described in the first aspect to dispatch work orders, and the method includes:
[0027] Configure the correspondence between service items, business systems, business subsystems and the list of front-line processing personnel;
[0028] Automatically identify and record the online and offline status of frontline processing personnel;
[0029] A work order submission request is received, and the work order is automatically assigned to the front-line processing personnel according to the correspondence between the configured service items, business systems, business subsystems and the list of front-line processing personnel and the online and offline status of the front-line processing personnel.
[0030] Optionally, the configuration table uses the three attributes of service item, business system and business subsystem as a composite primary key to identify the uniqueness of the record.
[0031] Optionally, the method further comprises, by means of a configuration management module, batch modifying any attribute in the configuration table;
[0032] The same or different persons in charge are set for each configuration item in the configuration table.
[0033] Optionally, the method further includes completing the offline application process through the personnel status identification module, and in response to the offline application to be submitted by the front-line processing personnel being passed, automatically verifying whether there are other front-line processing personnel online in the list of front-line processing personnel after the front-line processing personnel is offline, and if so, allowing the offline process;
[0034] If not, offline access will not be allowed, and the reason and modification guidance will be provided.
[0035] Optionally, the method further includes, in response to a user's manual premature termination of the offline process operation, ending the user's offline state.
[0036] Optionally, the method further includes, when the work order is submitted, verifying the online status of the front-line processing personnel in real time, and excluding personnel who are offline, to ensure that the work order is assigned to the online front-line processing personnel.
[0037] Optionally, the method further includes obtaining an application entrustment plan of a front-line processing personnel, wherein the application entrustment plan includes the identity information of the entrustee;
[0038] The entrustment plan will take effect after approval, and the work orders generated within the validity period of the entrustment will be sent to the entrustment list for the entruster and the entrustee to view.
[0039] Optionally, the method further includes cancelling the delegation through a delegation cancellation operation module in the delegation list.
[0040] Optionally, the method further includes, when the delegate opens the work order from the to-do list for the first time, the work order is transferred to the delegate's to-do list;
[0041] When a work order in the to-do list generated within the validity period has not been opened, it will be transferred to the client's to-do list after the validity period expires.
[0042] In a third aspect, the present application provides a device comprising a memory and a processor, wherein the memory is used to store instructions or codes, and the processor is used to execute the instructions or codes so that the device executes the work order dispatching method introduced in any implementation of the first aspect.
[0043] In a fourth aspect, the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores a code. When the code is executed, a device executing the code implements the work order dispatching method introduced in any implementation of the aforementioned first aspect.
[0044] The present application provides a work order dispatching system. The system includes a configuration management module, which is used to establish a configuration table containing service items, business systems, business subsystems and a list of front-line processing personnel as key attributes, and manage the effective status of the configuration, the person in charge of the configuration, and the batch modification and import and export functions; a personnel status identification module, which is used to automatically identify and record the online and offline status of the front-line processing personnel, and block or allow the offline application of the front-line processing personnel according to the preset rules; a work order dispatching module, which is used to automatically assign the work order to the corresponding front-line processing personnel according to the configuration in the configuration management module and the personnel status information provided by the personnel status identification module when the work order is submitted. Through the configuration management module, the present application establishes a configuration table with service items, business systems, business subsystems and a list of front-line processing personnel as core attributes, and supports flexible management of configuration, including effective status, designation of configuration persons in charge, and batch modification and import and export of configuration. This management method greatly improves the flexibility of operation and maintenance resource allocation, enabling the operation and maintenance team to respond quickly to changes in business needs. The online and offline status of the front-line processing personnel is automatically identified and recorded through the personnel status identification module, and offline applications are automatically blocked or allowed according to preset rules. This mechanism ensures that work orders can be accurately and timely assigned to personnel who are currently online and capable of handling them, avoiding work order delays caused by changes in personnel status, thereby enhancing the agility of the operation and maintenance team. The work order dispatching module can automatically identify personnel status and dispatch the work order, reducing human intervention, lowering the error rate, and improving the stability and reliability of the system. BRIEF DESCRIPTION OF THE DRAWINGS
[0045] In order to more clearly illustrate the technical solutions in this embodiment or the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.
[0046] Figure 1 A schematic diagram of a work order assigned by a rule engine;
[0047] Figure 2 This is another schematic diagram of work orders assigned by the rule engine;
[0048] Figure 3 A schematic diagram of the structure of a work order dispatching system provided in an embodiment of the present application;
[0049] Figure 4 A schematic diagram of an offline application page provided in an embodiment of the present application;
[0050] Figure 5 A user information table interface provided for an embodiment of the present application;
[0051] Figure 6 A schematic diagram of a commission application interface provided in an embodiment of the present application;
[0052] Figure 7 A schematic diagram of an interface of a delegate list provided in an embodiment of the present application;
[0053] Figure 8 A flowchart of a work order dispatching system method provided in an embodiment of the present application;
[0054] Fig. 9 A schematic diagram of a process flow of offline processing by frontline personnel provided in an embodiment of the present application;
[0055] Fig.10 A flowchart of a process for frontline personnel to perform entrustment processing before going offline is provided in an embodiment of the present application. DETAILED DESCRIPTION
[0056] As described in the background technology of this application, in the existing IT operation and maintenance service model, after the user creates a work order, the ITSM system will automatically assign the work order to the rule engine. The rule engine configures and maintains these rules through a set of rule libraries. For example, if the front-line personnel corresponding to the mailbox opening matter is A, then when the user chooses to open the mailbox on the work order, the system will automatically assign the work order to A after submission. Figure 1 As shown, Figure 1 This is a schematic diagram of work orders assigned by the rule engine, where item 1 corresponds to front-line group A and front-line personnel A, item 2 corresponds to front-line group B and front-line personnel B, and item 3 corresponds to front-line group C and front-line personnel C. When there are items to be processed, the rule engine directly processes them according to the preset rules and sends the items to be processed to the front-line personnel who match the items. According to the changes to the above rules, the work order assignment rules are expanded, the business system dimension is added, and the system items and business systems are mapped, such as Figure 2 As shown, Figure 2 This is another schematic diagram of work order assignment by a rule engine, in which rules are added between items and systems. For example, item 1 corresponds to both system 1 and system 2.
[0057] However, in the above work order allocation method, since the front-line personnel corresponding to a system are fixed, when a front-line personnel encounters a temporary situation and cannot handle the task in time, such as when the front-line personnel encounter a meeting, temporarily support other work, etc., or there are a lot of work orders for a certain system over a period of time, then according to the above allocation method, the front-line operation and maintenance resources will be allocated unreasonably.
[0058] In order to solve the above problems, the present application provides a work order dispatching system, which includes: a configuration management module, which is used to establish a configuration table containing service items, business systems, business subsystems and a list of front-line processing personnel as key attributes, and manage the effective status of the configuration, the person in charge of the configuration, and batch modification and import and export functions; a personnel status identification module, which is used to automatically identify and record the online and offline status of the front-line processing personnel, and block or allow the offline application of the front-line processing personnel according to preset rules; a work order dispatching module, which is used to automatically dispatch the work order to the corresponding front-line processing personnel according to the configuration in the configuration management module and the personnel status information provided by the personnel status identification module when the work order is submitted.
[0059] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.
[0060] like Figure 3 As shown, Figure 3 A schematic diagram of the structure of a work order dispatching system provided in an embodiment of the present application, the system comprising:
[0061] The configuration management module 301 is used to establish a configuration table including service items, business systems, business subsystems and a list of front-line processing personnel as key attributes, and manage the configuration validity status, configuration responsible person, batch modification and import and export functions. The configuration table is shown in Table 1, which includes four attributes: service items, business systems, business subsystems and front-line processing personnel.
[0062] Service items, also known as service catalogs, are one of the basic classification dimensions of the configuration table, representing different service categories or items provided by the enterprise, such as data modification, data extraction, changing business permissions, reporting business issues, etc. The setting of the service catalog helps to preliminarily classify work orders according to business areas.
[0063] Business system: refers to the technical platform or software system required to implement the service, such as ERP system, CRM system, mail server, etc. This attribute helps identify the specific technical environment involved in the work order.
[0064] Module (Subsystem): Further refine the different functional modules or subsystems within the system, such as the financial management module in the ERP system, the customer service module in the CRM system, etc. This helps to locate the problem more accurately.
[0065] The list of processing personnel refers to the team or department responsible for processing work orders. They process work orders based on information from the service catalog, business systems, and business subsystems.
[0066] The three key attributes of service items, business systems, and business subsystems together constitute the composite primary key of the configuration table, ensuring the uniqueness of each record and facilitating the system to accurately identify and apply corresponding dispatch rules.
[0067] Table 1: First-line configuration table
[0068] Services Business System Business subsystem Frontline processing staff Data modification / business system data modification System A System A1 First I want to extract data / business system data extraction System B System B1 Second I want to open permissions / business system permissions System C System C1 C I want to report a problem / business system problem System D System D1 Man
[0069] Each configuration item in the above table can be configured as "valid" or "invalid". This design allows system administrators to dynamically adjust the rules according to actual needs to ensure that only valid and latest rules are used for ticket dispatch. For example, when a service module is upgraded, the old dispatch rule may no longer apply. At this time, it can be set to "invalid" to avoid interference with ticket processing.
[0070] In addition, each configuration item can be assigned a "configuration manager" who has the right to modify the configuration. This design implements hierarchical management, and managers of different services, systems or modules can independently manage their related configurations, improving management efficiency and flexibility.
[0071] The system also supports batch modification of a certain attribute in a configuration item, such as updating the effective status of multiple service items at the same time or adjusting the allocation logic of multiple processing groups. This function greatly simplifies configuration management and reduces the error rate and time cost of manual operations.
[0072] Each configuration item also supports batch import and export functions, which means that administrators can quickly import a large amount of configuration information through files (such as Excel, CSV, etc.), or export the current configuration for backup, analysis, or cross-system migration. This function is very useful for the initial configuration or regular audit of large-scale service catalogs.
[0073] The personnel status identification module 302 is used to automatically identify and record the online and offline status of the front-line processing personnel, and block or allow the offline application of the front-line processing personnel according to preset rules.
[0074] When frontline personnel have offline needs, they need to apply for offline on the offline application page. The offline application page is as follows: Figure 4 As shown, Figure 4 A schematic diagram of an offline application page provided in an embodiment of the present application, where frontline personnel submit offline applications through the system interface, including the start and end time of offline. The system should provide a friendly interface, allowing frontline personnel to select the date and time, and may include an option for offline reasons.
[0075] The personnel status identification module in the system automatically calculates whether the front-line personnel has a unique acceptor in the front-line configuration table. The specific process can be that the system searches the front-line configuration table, which records each configuration item and its corresponding acceptor. When the front-line personnel submits an offline application, the system checks whether the person is the only acceptor of a configuration item. If the person is the only acceptor, the system should block the offline application and prompt the reason, that is, when the system blocks the offline application, it should provide clear prompt information to explain the reason why offline is not allowed. The system can also provide modification suggestions, such as adjusting the offline time, specifying an agent, etc.
[0076] In addition, the system needs to automatically calculate whether other frontline personnel have been offline during the time period, which may lead to the above situation. Specifically, the system checks whether other frontline personnel have been offline during the time period of the offline application, and these offlines will cause the loss of the only acceptor of a certain configuration item. If this happens, the system should also block the offline application and prompt the reason.
[0077] The offline application of frontline personnel can only take effect after approval, such as review by a direct superior or a specific approver. Only after approval, the offline plan can take effect.
[0078] When the frontline staff ends the offline state before the offline time in the offline application, they can manually end the offline state in advance by ending the process, that is, allowing the frontline staff to manually end the offline state before the offline end so that they can return to work in an emergency. Through the convenient interface or operation method provided by the system, the frontline staff can quickly end the offline state.
[0079] For the status modification of front-line personnel, the system also provides a user information table interface to display the status of front-line personnel. Figure 5 As shown, Figure 5 A user information table interface is provided for the embodiment of the present application, in which the personnel status modification can be automatically triggered by the offline application process of the front-line personnel. In addition, the system administrator can manually modify the personnel status through the personnel information table and provide offline personnel and duration statistics.
[0080] The work order dispatching module 303 is used to automatically dispatch the work order to the corresponding front-line processing personnel according to the configuration in the configuration management module and the personnel status information provided by the personnel status identification module when the work order is submitted.
[0081] The work order dispatching module dispatches work orders according to the assigned personnel corresponding to the work orders to be dispatched and the online or offline status of the front-line personnel to ensure that the dispatched work orders are processed by the corresponding front-line personnel.
[0082] In order to ensure that after the front-line personnel go offline, the work order is processed by other corresponding front-line personnel, in one implementation method of the embodiment of the present application, the work order dispatching module needs to verify the online status of the front-line processing personnel in real time when the work order is submitted, and exclude personnel who are offline to ensure that the work order is dispatched to the online front-line processing personnel.
[0083] Specifically, when a work order is assigned, the rule engine in the system reads the configuration items that match the conditions and verifies the front-line personnel group. If there are personnel who are offline, they are removed from the front-line group and do not participate in automatic assignment.
[0084] If the frontline personnel to be assigned have been written before the work order is submitted, but it is not submitted immediately, and the online status of the frontline personnel has changed when the work order is submitted, the system will initiate a request to the rule engine again when the work order is submitted to re-determine the frontline personnel who meet the conditions to ensure that the frontline personnel assigned to the work order task are online. It should be noted that the configuration items set as invalid in the frontline configuration table will not be involved in the online status judgment of the frontline personnel.
[0085] When a front-line staff member applies to be offline, he or she can further designate a delegate to take over the work orders assigned by the offline staff. That is, in one implementation of the embodiment of the present application, the system also includes a work order delegation function, which is used to allow front-line processing personnel to apply for a delegation plan and designate a delegate; the delegation plan takes effect after approval, and the work orders generated within the validity period of the delegation are sent to the delegation list for the delegator and the delegate to view.
[0086] Specifically, the offline frontline personnel fill in the entrustment plan and the entrustee in the entrustment application interface of the system, such as Figure 6 As shown, Figure 6 A schematic diagram of a delegation application interface provided for an embodiment of the present application, in which the offline front-line personnel fill in the process model, the delegate, the notification method, the delegation time and the delegation reason. After filling in, it needs to be approved before it can take effect. It should be noted that the work order generated before the delegation takes effect cannot be delegated. When there is a situation where the delegation is not allowed due to approval, it is necessary to provide modification suggestions, such as adjusting the delegation time, designating an agent, etc.
[0087] When an offline person delegates to other front-line personnel, the work order dispatching module 303 needs to read the configuration items of the matching conditions through the rule engine when dispatching the work order. After determining the dispatched front-line personnel, the front-line personnel is verified, the information of the delegate is searched, and the work order is dispatched to the delegate. Figure 7A schematic diagram of the interface of a delegation list provided in an embodiment of the present application, in which the work orders generated during the effective period of the delegation are displayed in the interface by default. When the delegate opens the work order for the first time, the work order will be transferred to the delegate's "To Do" list. If the work order generated during the effective period of the delegation has not been opened, it will be automatically transferred to the principal's "To Do" list after the effective period of the delegation. The interface of the delegation list also includes a function to cancel delegation, which can be achieved by using the button corresponding to the "Cancel delegation" module.
[0088] The above is an introduction to the work order dispatching system in the present application. The present application also provides a corresponding work order dispatching method for the work order dispatching system. Figure 8 A flowchart of a work order dispatching system method provided in an embodiment of the present application. The method is applied to the work order dispatching system described in the above embodiment to dispatch work orders, combined with Figure 8 As shown, the work order dispatching system method provided by the embodiment of the present application may include:
[0089] S801. Configure the correspondence between service items, business systems, business subsystems and the list of front-line processing personnel.
[0090] S802. Automatically identify and record the online and offline status of front-line processing personnel.
[0091] S803, receiving a work order submission request, and automatically assigning the work order to the front-line processing personnel according to the correspondence between the configured service items, business systems, business subsystems and the list of front-line processing personnel and the online and offline status of the front-line processing personnel.
[0092] In an implementation of the embodiment of the present application, the configuration table uses the three attributes of service item, business system and business subsystem as a composite primary key to identify the uniqueness of the record.
[0093] In an implementation of the embodiment of the present application, the method further includes, by means of a configuration management module, batch modifying any attribute in the configuration table;
[0094] The same or different persons in charge are set for each configuration item in the configuration table.
[0095] In an implementation of the embodiment of the present application, the method further includes completing the offline application process through the personnel status identification module, and in response to the offline application to be submitted by the front-line processing personnel being passed, automatically checking whether there are other front-line processing personnel online in the list of front-line processing personnel after the front-line processing personnel is offline, and if so, allowing the offline process;
[0096] If not, offline access will not be allowed, and the reason and modification guidance will be provided.
[0097] In an implementation of the embodiment of the present application, the method further includes, in response to the user's manual premature termination of the offline process operation, ending the user's offline state.
[0098] In one implementation of the embodiment of the present application, the method further includes, when a work order is submitted, verifying the online status of the front-line processing personnel in real time, and excluding personnel who are offline to ensure that the work order is assigned to the online front-line processing personnel.
[0099] In an implementation of the embodiment of the present application, the method further includes obtaining an application delegation plan of a front-line processing personnel, wherein the application delegation plan includes the identity information of the delegate;
[0100] The entrustment plan will take effect after approval, and the work orders generated within the validity period of the entrustment will be sent to the entrustment list for the entruster and the entrustee to view.
[0101] In an implementation manner of the embodiment of the present application, the method further includes canceling the delegation through a delegation cancellation operation module in the delegation list.
[0102] In an implementation of the embodiment of the present application, the method further includes, when the delegate opens the work order from the to-do list for the first time, the work order is transferred to the to-do list of the delegate;
[0103] When a work order in the to-do list generated within the validity period has not been opened, it will be transferred to the client's to-do list after the validity period expires.
[0104] The specific implementation process of the work order dispatching method applied to the work order dispatching system is similar to the implementation process in the introduction of the work order dispatching system embodiment, and will not be introduced in detail here.
[0105] The following is a detailed introduction to the offline processing mechanism of front-line personnel in this application in conjunction with the flow chart. Fig. 9 As shown, Fig. 9 A schematic diagram of a process flow of a frontline personnel offline processing provided in an embodiment of the present application. The frontline personnel offline processing process specifically includes:
[0106] (1) Offline application process: When the person to be offline initiates an offline application, the offline person's information is checked in the front-line configuration table in the configuration library. If there is a valid record and the person is the only online front-line person, a rejection message is returned; if the conditions are met, a success message is returned. After approval, wait for the timer to be triggered;
[0107] (2) Personnel status call process: After the timer starts to trigger, go to the personnel information table in the configuration library to change the personnel status to offline. After the timer ends to trigger, go to the personnel information table in the configuration library to change the personnel status to online;
[0108] (3) First-line dispatch process: After the work order is submitted, the system reads the first-line configuration table in the configuration management library and verifies the dispatchable personnel in the first-line group one by one in the personnel information table. If the status is offline, they will not participate in the dispatch. Finally, the first-line personnel who meet the conditions are written into the current handler of the process.
[0109] Fig.10 A schematic diagram of a process flow of a frontline staff member performing entrustment processing before going offline is provided in an embodiment of the present application. The process of the frontline staff member performing entrustment processing before going offline specifically includes:
[0110] (1) Delegation application process: When applying for delegation, select the process to be delegated, the start and end time of the delegation, and the delegate. After approval, wait for the timer to be triggered, and the system will send a delegation notification to the delegate;
[0111] (2) Delegation authority control process: After the timer starts to trigger, the delegate opens the delegated work order list and the work order pending operation authority, and associates them with the delegator. After the timer ends, the delegate closes the delegation list;
[0112] (3) First-line dispatch process: After the work order is submitted, the system reads the first-line configuration table in the configuration management library and writes the online first-line personnel in the first-line group into the current handler of the process. When the delegate opens the delegated to-do list, the system first sends a request to the user permission table to obtain the delegate information, then uses the delegate as the current handler to obtain the work order list and returns it to the delegate.
[0113] Through the contents introduced in the above embodiments, the present application has the following beneficial effects: in the process of transformation from traditional IT services to agile IT services, special emphasis is placed on close cooperation among team members. The operation and maintenance team must be integrated into the entire agile system, and its vision is no longer limited to work order processing. At the same time, it must also take into account the timeliness of user services. Therefore, a flexible and effective operation and maintenance resource allocation mechanism is particularly important. The work order dispatching technology and system that combines the service catalog with the status identification of front-line personnel provides a new solution to solve the pain point problems encountered in the flexibility of operation and maintenance resources. The present application can achieve "double improvement" in operation and maintenance efficiency and business support timeliness, that is, while improving the utilization rate of operation and maintenance resources, it also improves the timeliness of business problem handling.
[0114] The embodiments of the present application also provide corresponding devices and computer storage media for implementing the solutions provided by the embodiments of the present application.
[0115] The device includes a memory and a processor, the memory is used to store instructions or codes, and the processor is used to execute the instructions or codes so that the device executes the method described in any embodiment of the present application.
[0116] The computer storage medium stores codes, and when the codes are executed, a device executing the codes implements the method described in any embodiment of the present application.
[0117] Through the description of the above implementation methods, it can be known that those skilled in the art can clearly understand that all or part of the steps in the above-mentioned embodiment method can be implemented by means of software plus a general hardware platform. Based on such an understanding, the technical solution of the present application can be embodied in the form of a software product, which can be stored in a storage medium, such as a read-only memory (ROM) / RAM, a magnetic disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network communication device such as a router) to execute the methods described in each embodiment of the present application or some parts of the embodiments.
[0118] It should be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprise a ..." do not exclude the presence of other identical elements in the process, method, article or device including the elements.
[0119] It should also be noted that the various embodiments in this specification are described in a progressive manner, and the same and similar parts between the various embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the device and system embodiments, since they are basically similar to the method embodiments, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiments. The device and system embodiments described above are merely schematic, in which the units described as separate components may or may not be physically separated, and the components indicated as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.
[0120] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any changes or substitutions that can be easily thought of by a person skilled in the art within the technical scope disclosed in the present application should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.
Claims
1. A work order dispatching system, characterized in that: The system comprises: Configuration management module, which is used to establish a configuration table containing service items, business systems, business subsystems and a list of front-line processing personnel as key attributes, and manage the configuration effectiveness status, configuration responsible person, and batch modification and import and export functions; The personnel status identification module is used to automatically identify and record the online and offline status of front-line processing personnel, and block or allow the offline application of front-line processing personnel according to preset rules; The work order dispatching module is used to automatically dispatch the work order to the corresponding front-line processing personnel when the work order is submitted, based on the configuration in the configuration management module and the personnel status information provided by the personnel status identification module.
2. The system according to claim 1, characterized in that The configuration table uses the three attributes of service item, business system and business subsystem as a composite primary key to identify the uniqueness of the record.
3. The system according to claim 1, characterized in that The configuration management module is also used to batch modify any attribute in the configuration table; The same or different persons in charge are set for each configuration item in the configuration table.
4. The system according to claim 1, characterized in that The personnel status recognition module comprises: Offline application process, in response to the offline application submitted by the front-line processing personnel being approved, automatically checking whether there are other front-line processing personnel online in the list of the front-line processing personnel after the front-line processing personnel is offline, and if so, allowing offline; If not, offline access will not be allowed, and the reason and modification guidance will be provided.
5. The system according to claim 1, characterized in that The personnel status recognition module also includes: In response to the user's manual early termination of the offline process operation, the user's offline state is terminated.
6. The system according to claim 1, characterized in that When a work order is submitted, the work order dispatching module verifies the online status of the front-line processing personnel in real time and excludes personnel who are offline to ensure that the work order is dispatched to the online front-line processing personnel.
7. The system according to claim 1, characterized in that It also includes a work order delegation function, which allows front-line processing personnel to apply for a delegation plan and designate delegates; The entrustment plan will take effect after approval, and the work orders generated within the validity period of the entrustment will be sent to the entrustment list for the entruster and the entrustee to view.
8. The system according to claim 7, characterized in that The delegation list is used to display the delegation records of all users; The entrustment list includes an entrustment cancellation operation module for canceling the entrustment.
9. The system according to claim 7, characterized in that The work order delegation function also includes: When the delegate opens a work order from the to-do list for the first time, the work order is transferred to the delegate's to-do list; When a work order in the to-do list generated within the validity period has not been opened, it will be transferred to the client's to-do list after the validity period expires.
10. A work order dispatching method, characterized in that: A system according to any one of claims 1 to 9 is used to dispatch work orders, the method comprising: Configure the correspondence between service items, business systems, business subsystems and the list of front-line processing personnel; Automatically identify and record the online and offline status of frontline processing personnel; A work order submission request is received, and the work order is automatically assigned to the front-line processing personnel according to the correspondence between the configured service items, business systems, business subsystems and the list of front-line processing personnel and the online and offline status of the front-line processing personnel.