Civil aviation system non-production environment work order processing method, system, equipment and medium
By setting automatic processing strategies based on transaction numbers, error codes, and keywords in non-production environments of civil aviation IT systems, the high cost and delay problems caused by labor-dependent labor are solved, and efficient and consistent automatic processing is achieved.
Patent Information
- Application Number
- CN202411521174.2
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-10-29
- Publication Date
- 2025-02-07
AI Technical Summary
Work order processing in non-production environments of civil aviation IT systems relies on labor, resulting in high labor costs and dependent on personnel work conditions, which may cause delays, and the efficiency and consistency of manual processing are difficult to ensure.
Automatically handle problem work orders by setting the policy execution type based on transaction number, error code, and keyword, and setting specific automatic processing strategies based on non-production environment type, software type, and log type.
It improves the efficiency of work order processing, reduces labor costs, avoids the possible delays caused by manual processing, and ensures the consistency and efficiency of processing.
Smart Images
Figure CN119398705A_ABST
Abstract
Description
Technical Field
[0001] The present invention relates to the technical field of work order processing, and in particular to a method, system, equipment and medium for processing work orders in a non-production environment of a civil aviation system. Background Art
[0002] The civil aviation IT system plays a vital role in the entire civil aviation industry. The civil aviation IT system significantly improves the operational efficiency of airlines by automating tasks such as flight planning, crew scheduling, and passenger services. The civil aviation IT system integrates various advanced security functions and monitoring mechanisms, such as flight data monitoring and risk warning, which help to timely discover and deal with potential security risks. By providing real-time flight information, online booking, self-service check-in, mobile applications and other services, the civil aviation IT system enables passengers to obtain the required information and complete related operations more conveniently and quickly.
[0003] Civil aviation IT systems need to undergo rigorous testing and user acceptance before they are put into production. Civil aviation IT systems will build multiple sets of non-production environments with corresponding functions to support different types of testing work such as functional testing, performance testing, and user acceptance testing. Multiple sets of non-production environments are managed by a unified organization to improve management efficiency.
[0004] When IT system users encounter non-production environment problems during use, they will submit work orders to solve them. The work order system is used in almost all software development processes. The work order system is a powerful tool for centrally managing various work requests and fault reports. Its main functions include work request and fault report management, work order allocation and tracking, reporting and statistics, real-time updates and notifications, integration and collaboration, etc.
[0005] According to the survey, the problem tickets submitted by users in non-production environments are mostly handled manually in the industry. The civil aviation IT system is large and complex, and the number of problem tickets from multiple non-production environments exceeds 10,000 per year. Manual processing has many disadvantages, such as high labor costs; the turnover speed depends largely on the work situation of the personnel, which may cause delays; manual processing of work tickets depends on the personnel's ability, and different personnel handle different situations and have different efficiency. Summary of the invention
[0006] To solve the above problems, the present disclosure provides a method, system, equipment and medium for processing work orders in non-production environments of a civil aviation system. The method adopts a method for setting the policy execution type according to the transaction number, error code and keyword, and sets a specific automatic processing strategy according to the non-production environment type, software type and log type. The method can realize automatic processing of problem work orders, improve work order processing efficiency, reduce labor costs, avoid delays that may be caused by manual processing, ensure consistency and efficiency of processing, and adapt to the characteristics of multiple non-production environments of the civil aviation system.
[0007] The method for processing a work order in a non-production environment of a civil aviation system in the present invention:
[0008] The present invention is achieved through the following technical solutions:
[0009] The method for processing a work order in a non-production environment of a civil aviation system is characterized by comprising:
[0010] For different types of problem tickets, the policy execution type for processing the ticket is set according to the transaction number, error code, and keyword of the problem ticket, and the policy execution type includes automatic forwarding, automatic reply, and automatic processing; when the policy execution type is automatic processing, a specific automatic processing strategy is set according to the non-production environment type, software type, and log type involved in processing the problem ticket;
[0011] Users submit problem tickets for non-production environments;
[0012] Extract the transaction number, error code, keywords in the problem ticket, and the information about non-production environment type, software type, and log type. Match the policy execution type based on the transaction number, error code, and keyword. When the policy execution type is automatic processing, automatically process the problem ticket based on the information about non-production environment type, software type, and log type using the set automatic processing strategy.
[0013] Further,
[0014] The transaction number is filled in by the user in the problem ticket; the error code is filled in by the user in the problem ticket, and if the user does not fill it in, it is extracted from the transaction number; the keyword is extracted from the title and text description of the content of the problem ticket.
[0015] Further,
[0016] When the policy execution type is automatic forwarding, the problem ticket will be automatically forwarded to other corresponding duty posts.
[0017] Further,
[0018] When the policy execution type is automatic reply, set a fixed reply method for common problems, and use the set fixed reply method to complete the processing of the problem ticket.
[0019] Further,
[0020] If a problem ticket does not match a policy execution type, it will be forwarded to manual processing.
[0021] Further,
[0022] Also includes:
[0023] After the problem ticket is automatically processed, the automatic processing status is recorded;
[0024] If an error is found in the automatic processing of the work order, the error will be rolled back according to the records.
[0025] Further,
[0026] When the execution type is based on the transaction number, error code, or keyword matching strategy, the priority order is:
[0027] Transaction number, error code, keyword.
[0028] The processing system of the work order in the non-production environment of the civil aviation system is characterized by including:
[0029] The multi-factor strategy configuration module is used to set the strategy execution type for processing problem tickets of different types according to the transaction number, error code, and keyword of the problem ticket, and the strategy execution type includes automatic forwarding, automatic reply, and automatic processing; when the strategy execution type is automatic processing, a specific automatic processing strategy is set according to the non-production environment type, software type, and log type involved in processing the problem ticket;
[0030] Manage the front-end module, which is used by users to submit problem tickets for non-production environments;
[0031] The work order parsing and processing module is used to extract the transaction number, error code, keywords, and non-production environment type, software type, and log type information from the problem work order; based on the transaction number, error code, and keyword matching strategy execution type, when the strategy execution type is automatic processing, the problem work order is automatically processed based on the non-production environment type, software type, and log type information.
[0032] Compared with the prior art, the present invention has the following advantages:
[0033] The present invention sets the policy execution type including automatic forwarding, automatic reply and automatic processing according to the transaction number, error code and keyword of the problem work order, and when the policy execution type is automatic processing, sets the specific automatic processing policy according to the non-production environment type, software type and log type, so as to classify and process different types of problem work orders, so as to solve the problems of high labor cost of manual processing of work orders, possible delay caused by the turnover speed depending on the work situation of personnel, and different processing situations and efficiencies caused by different personnel due to the dependence of manual processing on personnel capabilities;
[0034] At the same time, after the user submits a problem ticket, the transaction number, error code, keywords and other information are automatically extracted, and the policy execution type is matched based on this information. When the policy execution type is automatic processing, the problem ticket is automatically processed based on the non-production environment type, software type, and log type information involved using the set automatic processing strategy. This automatic processing method reduces dependence on manual labor and reduces labor costs. In addition, automatic processing of tickets is not restricted by the work situation of personnel, and problem tickets can be processed in a timely manner, avoiding delays that may be caused by manual processing, improving the circulation speed, and ensuring the consistency and efficiency of processing.
[0035] Other features and advantages of the present disclosure will be described in the following description, and partly become apparent from the description, or be understood by implementing the present disclosure. The purpose and other advantages of the present disclosure can be realized and obtained by the structures pointed out in the description, claims and drawings. BRIEF DESCRIPTION OF THE DRAWINGS
[0036] In order to more clearly illustrate the embodiments of the present disclosure or the technical solutions in 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 some embodiments of the present disclosure. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.
[0037] Figure 1 A schematic diagram of the method of the present invention is shown;
[0038] Figure 2 Shows a schematic diagram of each system module of the present invention;
[0039] Figure 3 A schematic diagram of module calling of the present invention is shown. DETAILED DESCRIPTION
[0040] In order to make the purpose, technical solution and advantages of the embodiments of the present disclosure clearer, the technical solution in the embodiments of the present disclosure will be clearly and completely described below in conjunction with the drawings in the embodiments of the present disclosure. Obviously, the described embodiments are part of the embodiments of the present disclosure, not all of the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present disclosure.
[0041] The non-production environment is different from the production environment. On the one hand, the security level of the non-production environment is significantly lower than that of the production environment. On the other hand, most of the non-production environment is submitted by personnel who are familiar with civil aviation IT systems and are more professional. Based on the above characteristics, the problem tickets in the non-production environment can adopt a completely different processing strategy from the production environment, making it possible to automatically process the problem tickets.
[0042] Based on this, Figure 1 A schematic diagram of the method according to the present invention is shown, and the specific implementation details of the present invention include:
[0043] 1. Step 1: Policy configuration: It is the premise for automatic analysis and processing of work orders. It defines the entry point for automatic processing, information source, processing priority, etc. Policy configuration specifically includes:
[0044] (1) Strategy entry, including but not limited to: transaction number, error code, keyword; multi-factor strategy, including but not limited to: non-production environment type, software type, and log type.
[0045] (2) Source of strategy data:
[0046] ①Source of transaction number: filled in by the user.
[0047] ② Source of error code: filled in by the user and parsed through the transaction number (need to call the log module).
[0048] ③Keyword source: extracted from the text description of the work order title and content.
[0049] (3) Policy execution type: By matching the entry, different policy execution types are formulated for different entry points, including but not limited to the following policy execution types:
[0050] ① Automatic forwarding: After the strategy is matched, the work order is automatically forwarded to other duty posts;
[0051] ②Automatic reply: After the strategy is matched, some common questions have fixed reply methods, and the business work order can be processed through automatic reply;
[0052] ③Automatic processing: When it comes to automatic processing execution strategy, multi-factor strategy content needs to be considered;
[0053] 1) In the first step, since the non-production environment includes multiple sets, in which non-production environment the automatic processing needs to be performed, it is necessary to refer to the "type of non-production environment involved" factor;
[0054] 2) The second step is to refer to the relevant log type, confirm the method of obtaining the actual problem log, and obtain accurate log data;
[0055] 3) The third step is to solve a problem, which may involve the processing of multiple software. Therefore, it is necessary to refer to the type of software involved to locate it in detail in a non-production environment software.
[0056] 4) The fourth step is to compile an automatic processing strategy accurate to the server IP through the software management module, server management module, and log management module.
[0057] (4) Priority: The same work order may be able to extract information from multiple policies. The priority needs to be defined by the front end, such as error code -> keyword -> transaction number.
[0058] (5) Policy status: Policies have two states: enabled and disabled. Ticket parsing and processing only refer to enabled policies, providing greater flexibility for policy configuration.
[0059] 2. Step 2: Work order analysis and processing: After the user submits the work order, it will enter the analysis and processing phase based on the policy configuration. It specifically includes:
[0060] (1) Extract strategy-related information: transaction number, error code, and keyword mentioned in the strategy configuration.
[0061] (2) Strategy matching:
[0062] Match the processing strategy based on the extracted information and strategy priority.
[0063] Match based on actual work order information.
[0064] (3) Implementation strategy:
[0065] According to the policy configuration, automatic forwarding, automatic reply, automatic processing and other operations are performed.
[0066] If no suitable strategy is matched, it will be transferred to manual processing.
[0067] 3. Step 3: Processing records, including:
[0068] Recording of automatic processing:
[0069] (1) After the strategy is successfully executed, not only the processing records are retained, but also the work order status, reply records, processing records, etc. in the existing work order system are modified.
[0070] (2) It is necessary to record the failure of policy processing for subsequent improvement analysis, including but not limited to the following scenarios:
[0071] The reply / forward object cannot be found, the network is abnormal, the condition is parsed successfully, but there is no corresponding execution strategy.
[0072] 4. Step 4: Error rollback
[0073] The processing record provides a basis for error rollback. If the on-duty personnel find that the work order is automatically processed incorrectly, they can roll back manually according to the duty record, or perform an operation rollback according to the rollback function provided by the device.
[0074] 5. Software Mapping
[0075] To improve the success rate of automatic processing and avoid problems that cannot be automatically processed due to non-standard software definitions, set the software mapping function. This function can adapt to software changes without changing the policy configuration, allowing the policy to cover more situations.
[0076] 6. Strategy effectiveness analysis
[0077] This function is an analysis and statistics function, which counts the number of strategy matches, the number of successes, etc., to assist on-duty personnel in defining more effective strategies.
[0078] like Figure 2 Shown is the implementation module of the present invention:
[0079] 1. Module function description
[0080] (1) Management front-end module: displays information of each module and provides a human-computer interaction interface.
[0081] (2) User management module: records the user information that logs into this device. Users are divided into different roles:
[0082] Ordinary users: Submit a problem ticket.
[0083] On-duty staff: handle problem tickets.
[0084] System Administrator: Manage this device.
[0085] (3) Software management module: The civil aviation IT system consists of hundreds of software, each of which has independent software information, including but not limited to the following information:
[0086] Software person in charge, assurance level, software positioning, software attributes, target users, error code, and corresponding duty group. Information such as software error code and duty group will serve as an important basis for work order processing.
[0087] (4) Server management module: Each software needs to be deployed on a server, which is the entity that carries the software.
[0088] Server management function: including but not limited to recording server-owned software information and configuration information.
[0089] Server connection and control function: Through the access protocol, this device is connected to the managed server.
[0090] (5) Log management module: obtains logs on the server and provides an interface for query.
[0091] (6) Work Order Management Module:
[0092] Manual work order processing function: realize basic work order system functions such as work order submission, circulation, and status control.
[0093] Automatic work order processing function: "This function is the core innovation of this device."
[0094] Multi-factor strategy configuration: formulate strategies for automatic work order processing and rollback strategies. Strategy entries include but are not limited to the following three general entries: transaction number, error code, and keyword. At the same time, the multi-factor strategy matching content is as follows: involving non-production environment types, involving software types, and involving log types.
[0095] Work order analysis and processing: Analyze the work order submitted by the user and automatically process it according to the configured strategy. If it does not meet the automatic processing rules, it will be transferred to manual processing. The processing situations include but are not limited to the following four:
[0096] Automatic forwarding, automatic reply, automatic processing, and transfer to manual processing.
[0097] Processing records: Record the work orders that have been automatically processed, record the processing status, processing results, etc.
[0098] Error rollback: When manually checking the processing records, if an error is found in the automatic processing of the work order, the rollback strategy will be executed.
[0099] Software mapping: records multiple aliases of a software.
[0100] Strategy effectiveness analysis: Analyze and count the execution of the configured work order automatic processing strategy. 2. Module call description (module interaction logic)
[0101] The sequence diagram of the basic calling relationship of each module is as follows Figure 2 .
[0102] (1) When a user logs in to the device, the management front end calls the user management module to perform identity authentication.
[0103] (2) After the user submits a work order, the work order automatic processing flow will begin.
[0104] (3) Determine the automatic processing strategy by analyzing the work order.
[0105] (4) If you need to obtain software information, call the software management module.
[0106] (5) If you need to obtain server information, call the server management module.
[0107] (6) If you need to obtain log information, call the log management module.
[0108] (7) By combining strategies with information, if the conditions for automatic processing are met, automatic processing is performed and the processing results are returned. If the conditions for automatic processing are not met, manual processing is performed.
[0109] The following are specific examples of the present invention:
[0110] 1. Scenario 1: Example of automatic forwarding of work orders
[0111] The user submits a problem ticket, reports an error in a certain operation, and provides the error code 008-03-07-XXXXX;
[0112] A policy has been configured for error code 008-03-07-XXXXX, which automatically forwards the error to the on-duty personnel of software A.
[0113] Call the software management module to obtain the on-duty personnel information;
[0114] Automatic forwarding of execution orders.
[0115] 2. Scenario 2: Example of automatic reply to a work order
[0116] The user submits a problem ticket to inquire about the process of applying for a certain software account;
[0117] An automatic reply strategy has been configured for the application process of a certain software account, informing the specific application process and relevant management regulations;
[0118] Automatically reply to problem tickets and inform users of the application process.
[0119] 3. Scenario 3: Example of automatic work order processing
[0120] The user submits a problem ticket, including the problem transaction ID, such as: EBDTESTN942024030514390100001661-cacdpn1;
[0121] Start the multi-factor matching strategy process:
[0122] By parsing the work order content, it is confirmed that the non-production environment type involved in this issue is the functional test environment (the functional test environment is one of the non-production environments. As introduced in the background, non-production environments may also include performance test environments, user acceptance test environments, etc.);
[0123] By parsing the work order content, confirm the log type involved. In this case, the transaction ID of the IBE software is involved, and the log type is identified by the transaction ID (IBE software is one of the entry software, and similar entry software also includes different types of entry such as PE / CE / SAT and different types of logs);
[0124] IBE is only an entry point. By analyzing the IBE log, we can confirm the type of software actually involved in solving the problem. In this example, through log analysis, we found that the actual problem was that the call to AVE timed out, and the AVE service needed to be restarted according to the policy;
[0125] By using the acquired non-production environment information (functional test environment) and software information (AVE software), the server management module is called to confirm the detailed IP address for performing the repair action.
[0126] Call the server management module to obtain the correct user permissions, perform maintenance operations, and restart the AVE server.
[0127] In summary, the advantages of this patented technical solution are:
[0128] 1. Non-production environments are different from production environments. There are more problems in non-production environments, and there is a greater possibility of automatic problem handling. If errors occur in automatic problem handling, they will not cause serious production safety problems. This patent proposes a solution based on this feature of the non-production environment of civil aviation IT systems, which effectively improves the efficiency of problem handling in non-production environments.
[0129] 2. This patent combines the characteristics of problem tickets, defines entry strategies and execution strategies, as well as other measures (such as software mapping) to assist in improving the success rate of automated processing, and can provide more comprehensive coverage of problem tickets submitted by users and support a wider range of automatic processing.
[0130] 3. This patent takes into account the characteristics of multiple non-production environments of civil aviation IT and adopts multi-factor strategy matching to more accurately locate the background software of the civil aviation IT system and perform precise repairs.
[0131] Based on the method of the present invention, the embodiment of the present disclosure also provides a system corresponding to the above method, which includes:
[0132] The multi-factor strategy configuration module is used to set the strategy execution type for processing problem tickets of different types according to the transaction number, error code, and keyword of the problem ticket, and the strategy execution type includes automatic forwarding, automatic reply, and automatic processing; when the strategy execution type is automatic processing, a specific automatic processing strategy is set according to the non-production environment type, software type, and log type involved in processing the problem ticket;
[0133] Manage the front-end module, which is used by users to submit problem tickets for non-production environments;
[0134] The work order parsing and processing module is used to extract the transaction number, error code, keywords in the problem work order in the civil aviation system, and the information involving non-production environment type, software type, and log type; based on the transaction number, error code, and keyword matching strategy execution type, when the strategy execution type is automatic processing, the problem work order is automatically processed according to the information involving non-production environment type, software type, and log type using the set automatic processing strategy.
[0135] Based on the same inventive concept as the above disclosed content, an embodiment of the present disclosure also provides a device corresponding to the above method, which includes at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor to enable the at least one processor to execute the above method.
[0136] It should be noted that the electrical connection between the above-mentioned units does not necessarily mean the connection between lines. An indirect connection method can be applied to the embodiments of the present disclosure as long as the purpose of the present disclosure is achieved.
[0137] Based on the same inventive concept, the present disclosure also provides a computer storage medium on which executable instructions are stored. When the instructions are executed by a processor, the processor performs the above method.
[0138] Although the present disclosure has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of the embodiments of the present disclosure.
Claims
1. A method for processing work orders in a non-production environment of a civil aviation system, characterized in that: include: For different types of problem tickets, the policy execution type for processing the ticket is set according to the transaction number, error code, and keyword of the problem ticket, and the policy execution type includes automatic forwarding, automatic reply, and automatic processing; when the policy execution type is automatic processing, a specific automatic processing strategy is set according to the non-production environment type, software type, and log type involved in processing the problem ticket; Users submit problem tickets for non-production environments; Extract the transaction number, error code, keywords in the problem ticket, and the information about non-production environment type, software type, and log type. Match the policy execution type based on the transaction number, error code, and keyword. When the policy execution type is automatic processing, automatically process the problem ticket based on the information about non-production environment type, software type, and log type using the set automatic processing strategy.
2. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: The transaction number is filled in by the user in the problem ticket; the error code is filled in by the user in the problem ticket, and if the user does not fill it in, it is extracted from the transaction number; the keyword is extracted from the title and text description of the content of the problem ticket.
3. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: When the policy execution type is automatic forwarding, the problem ticket will be automatically forwarded to other corresponding duty posts.
4. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: When the policy execution type is automatic reply, set a fixed reply method for common problems, and use the set fixed reply method to complete the processing of the problem ticket.
5. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: If a problem ticket does not match a policy execution type, it will be forwarded to manual processing.
6. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: Also includes: After the problem ticket is automatically processed, the automatic processing status is recorded; If an error is found in the automatic processing of the work order, the error will be rolled back according to the records.
7. The method for processing a non-production environment work order of a civil aviation system according to claim 1, characterized in that: When the execution type is based on the transaction number, error code, or keyword matching strategy, the priority order is: Transaction number, error code, keyword.
8. The processing system of the work order in the non-production environment of the civil aviation system is characterized by: include: The multi-factor strategy configuration module is used to set the strategy execution type for processing problem tickets of different types according to the transaction number, error code, and keyword of the problem ticket, and the strategy execution type includes automatic forwarding, automatic reply, and automatic processing; when the strategy execution type is automatic processing, a specific automatic processing strategy is set according to the non-production environment type, software type, and log type involved in processing the problem ticket; Manage the front-end module, which is used by users to submit problem tickets for non-production environments; The work order parsing and processing module is used to extract the transaction number, error code, keywords, and non-production environment type, software type, and log type information from the problem work order; based on the transaction number, error code, and keyword matching strategy execution type, when the strategy execution type is automatic processing, the problem work order is automatically processed based on the non-production environment type, software type, and log type information.
9. Equipment for processing work orders in non-production environments of the civil aviation system, including: at least one processor; And a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the method for processing a non-production environment work order of a civil aviation system as described in any one of claims 1 to 7.
10. A computer storage medium having executable instructions stored thereon, wherein when the instructions are executed by a processor, the processor is enabled to implement the method according to any one of claims 1 to 7.