Work order processing method and device of SAAS platform

Abstract

The invention relates to the technical field of work order processing, and discloses a work order processing method and device of an SAAS platform. The method comprises the steps of obtaining configuration information of a work order uploaded by a tenant in an SAAS platform, determining whether the work order is an emergency work order based on a priority score in the configuration information, and when the work order is the emergency work order, performing alarm upgrading processing on the work order; the alarm upgrading processing is used for sending an alarm notification when the work order meets a corresponding preset alarm rule; and based on the configuration information, determining a trigger preset rule matched with the work order, and performing preset processing on the work order by adopting a change operation corresponding to the trigger preset rule. When the work order is detected to be the emergency work order, the alarm upgrading processing is automatically performed on the work order, and the preset processing is automatically performed on the work order based on the trigger preset rule, so that the state updating and the priority upgrading in the work order processing process do not need manual intervention, and the work order processing efficiency is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of work order processing, and in particular to a work order processing method and device for a SAAS platform. Background Art

[0002] The work order system is an important tool commonly used in daily management of enterprises. It is widely used in the organization and processing of collaborative work tasks and plays a key supporting role. The work order system based on the Software-as-a-Service (SAAS) platform can help enterprises effectively reduce operation and maintenance costs and significantly improve the efficiency of management and business processes.

[0003] In related technologies, changes in work order status often require manual intervention by platform users. Insufficient automation may lead to inefficient work order processing, and a better solution is needed. Summary of the invention

[0004] In view of this, the present invention provides a work order processing method and device for a SAAS platform to solve the problem of low work order processing efficiency in a work order system.

[0005] On one hand, the present invention provides a method for processing a work order of a SAAS platform, the method comprising obtaining configuration information of a work order uploaded by a tenant in the SAAS platform, determining whether the work order is an emergency work order based on a priority score in the configuration information, and performing an alarm upgrade process on the work order when the work order is an emergency work order; the alarm upgrade process is used to send an alarm notification when the work order meets a corresponding preset alarm rule;

[0006] Based on the configuration information, a trigger preset rule matching the work order is determined, and a change operation corresponding to the trigger preset rule is used to perform preset processing on the work order.

[0007] On the other hand, the present invention also provides a work order processing device for a SAAS platform, the device comprising: an alarm upgrade module, used to obtain configuration information of a work order uploaded by a tenant in the SAAS platform, determine whether the work order is an emergency work order based on a priority score in the configuration information, and perform alarm upgrade processing on the work order when the work order is an emergency work order; the alarm upgrade processing is used to send an alarm notification when the work order meets the corresponding preset alarm rules;

[0008] The trigger matching module is used to determine the preset trigger rule for matching the work order based on the configuration information, and perform preset processing on the work order using the change operation corresponding to the preset trigger rule.

[0009] On the other hand, the present invention also provides a computer device, which includes: a memory and a processor, the memory and the processor are communicatively connected to each other, the memory stores computer instructions, and the processor implements the above-mentioned work order processing method of the SAAS platform by executing the computer instructions.

[0010] Another aspect of the present invention further provides a computer-readable storage medium, on which computer instructions are stored, and the computer instructions are used to enable a computer to implement the work order processing method of the SAAS platform.

[0011] On the other hand, the present invention further provides a computer program product, including computer instructions, which are used to enable a computer to execute the work order processing method of the SAAS platform of the above-mentioned first aspect or any corresponding embodiment thereof.

[0012] The method in this embodiment automatically determines whether it is an emergency work order based on the configuration information of the work order, performs alarm upgrade processing when the work order is an emergency work order, and automatically performs preset processing according to the preset rules of the trigger matched by the work order, thereby avoiding manual intervention in the process of work order processing and improving the efficiency of work order processing through automated operations. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] In order to more clearly illustrate the specific embodiments of the present invention or the technical solutions in the related technologies, the drawings required for use in the specific embodiments or the related technical descriptions will be briefly introduced below. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0014] Figure 1 It is a flowchart of a method for processing a work order on a SAAS platform provided by an embodiment of the present invention;

[0015] Figure 2 It is a schematic diagram of a work order processing flow of a work order processing method of a SAAS platform provided by an embodiment of the present invention;

[0016] Figure 3 It is a schematic diagram of an alarm upgrade processing flow of a work order processing method of a SAAS platform provided by an embodiment of the present invention;

[0017] Figure 4 It is a structural schematic diagram of a work order processing device of a SAAS platform provided by an embodiment of the present invention;

[0018] Figure 5 It is a structural schematic diagram of another work order processing device of a SAAS platform provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0019] As a common tool in enterprise management, the work order system is widely used in the organization, allocation and processing of collaborative work tasks, playing a vital role. The work order system based on the SaaS platform is not only flexible and scalable, but also can be quickly deployed and implemented, thereby helping enterprises to effectively reduce IT management and maintenance costs while improving overall operational efficiency. In the field of enterprise-oriented services (To Business, ToB), the work order system plays an important role in the collaborative work between enterprises, significantly improving the efficiency of cross-organizational collaboration and promoting efficient and smooth cooperation processes.

[0020] However, the above technology may have the following problems:

[0021] 1. The alarm reminder function of the existing work order system is often fixed and lacks flexible configuration and rules. That is, the administrator among users cannot set different alarm levels and response mechanisms according to specific needs, resulting in untimely processing of emergency work orders, thereby reducing the efficiency of work order processing;

[0022] 2. The existing work order system relies on manual intervention to change and upgrade the work order status. The automation process is insufficient, which easily leads to work order backlog or processing delay, further affecting the overall response efficiency of work order processing;

[0023] 3. The existing work order system has limited capabilities in handling automated processes and trigger configurations, and is unable to dynamically adjust the work order process through automatic triggering rules. Especially when faced with complex business scenarios, the work order processing efficiency is low.

[0024] In order to solve at least one of the above problems, various embodiments of the present invention provide a work order processing method for a SAAS platform, including: obtaining configuration information of a work order uploaded by a tenant in the SAAS platform, determining whether the work order is an emergency work order based on a priority score in the configuration information, and when the work order is an emergency work order, performing an alarm upgrade process on the work order; the alarm upgrade process is used to send an alarm notification when the work order meets the corresponding preset alarm rule;

[0025] Based on the configuration information, a trigger preset rule matching the work order is determined, and a change operation corresponding to the trigger preset rule is used to perform preset processing on the work order.

[0026] In order to make the purpose, technical solution and advantages of the embodiments of the present invention clearer, the technical solution in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings 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 those skilled in the art without creative work are within the scope of protection of the present invention.

[0027] According to an embodiment of the present invention, a work order processing method for a SAAS platform is provided. Figure 1 is a flowchart of a method for processing a work order on a SAAS platform provided by an embodiment of the present invention, such as Figure 1 As shown, the process includes the following steps:

[0028] Step S101, obtaining configuration information of the work order uploaded by the tenant in the SAAS platform, determining whether the work order is an emergency work order based on the priority score in the configuration information, and performing alarm upgrade processing on the work order when the work order is an emergency work order; the alarm upgrade processing is used to send an alarm notification when the work order meets the corresponding preset alarm rules;

[0029] Step S102: based on the configuration information, determine the preset trigger rule that matches the work order, and perform preset processing on the work order using the change operation corresponding to the preset trigger rule.

[0030] In one possible implementation, the SAAS platform may refer to a service model that provides software applications through the Internet. Tenants do not need to install and maintain software, but only need to access and use the software applications through the network.

[0031] Exemplarily, the SAAS platform may include, but is not limited to: online car-hailing service platform, property management service platform, medical and health service platform, etc.

[0032] Furthermore, the tenants (or customers) in the SAAS platform can refer to enterprises that have signed contracts with the SAAS platform, and each tenant can have independent usage permissions and data isolation in the SAAS platform; the users in the SAAS platform can refer to the operators or managers within the tenants, and users can perform daily tasks and operations by using the SAAS platform.

[0033] Here, data isolation may refer to the multi-tenant data isolation method adopted in the SAAS platform, which ensures the security and privacy of data between different tenants by storing each tenant's work order data separately.

[0034] In a possible implementation, the work order uploaded by the tenant may refer to the request information and task information submitted by the tenant. By uploading the work order, the tenant may request support from the service provider of the SAAS platform.

[0035] Exemplarily, the configuration information of the work order may include, but is not limited to: work order title, work order description, priority score, and work order processing status.

[0036] Here, the priority score can be customized by the tenant. For example, when the priority score is greater than 90 points, it indicates that the current work order priority is high. When the priority score is greater than 60 points and less than 90 points, it indicates that the current work order priority is medium. When the priority score is less than 60 points, it indicates that the current work order priority is low. There is no specific restriction on the setting of the priority score, which can be customized according to the needs of the tenant.

[0037] Furthermore, an emergency work order may refer to a work order in the SAAS platform whose priority score meets the preset adjustment requirements and requires alarm escalation processing.

[0038] In a possible implementation, the alarm escalation process is a mechanism that elevates an emergency work order to a higher priority or higher level of processing when the emergency work order cannot be resolved within a preset time.

[0039] For example, when a work order with a medium priority is still in a pending state within the preset 48 hours, the priority of the work order is upgraded to high, and an alarm corresponding to the high priority is notified to the relevant responsible person.

[0040] Exemplarily, the alarm notification of a medium-priority work order may be an office software message reminder, and the alarm notification of a high-priority work order may be a phone call and text message reminder.

[0041] In one possible implementation, a trigger preset rule may refer to a predefined rule or condition that can be used to respond to a specific status change of a work order.

[0042] For example, the trigger conditions of a trigger may include but are not limited to: the work order is not resolved within the specified time, the tenant uploads a new work order, and the preset processing of the trigger (ie, the trigger action) may include but is not limited to: sending a notification, updating the work order status, creating a new work order, etc.

[0043] Through the above method, by automatically obtaining configuration information and evaluating work order priorities, the automation of work order processing is achieved, manual intervention is reduced, and the efficiency of work order processing is improved; emergency work orders are upgraded through alarm processing to ensure that key issues receive rapid attention, thereby improving the response speed and efficiency of emergency work order processing; by determining the preset rules for triggers matching work orders, targeted preset processing can be taken based on specific situations, reducing unnecessary errors caused by manual intervention, thereby improving the accuracy and effectiveness of work order processing.

[0044] In a specific embodiment, the method further comprises:

[0045] Obtain the business requirement information corresponding to the tenant in the SAAS platform, and issue configuration permissions to the tenant so that the tenant can dynamically configure the type information in the configuration information corresponding to the business requirement type for the work order based on the configuration permissions, and configure the priority score in the configuration information using a tree structure.

[0046] In a possible implementation, the tenant who obtains the configuration permission may be a manager in the tenant.

[0047] Specifically, the tenant identity corresponding to the current operation information is obtained, and the tenant-related business requirement information is queried in the database; based on the tenant's identity and business requirement information, the corresponding configuration permissions are issued to the tenant's corresponding operation interface, and the obtained business requirement information is organized into a tree structure so that the tenant can configure it intuitively; the type information and priority score of the tenant based on the attribute structure configuration are obtained, and the tenant's configuration information is saved.

[0048] Here, the tree structure may refer to a tree-like data organization method, in which each node may have multiple child nodes but can only have one parent node; for example, the type information may refer to the passenger side->car-hailing process->order cancellation problem.

[0049] In a possible implementation, the method further includes:

[0050] Enables administrators to configure the Frequently Asked Questions (FAQ) page corresponding to the type information of the work order based on configuration permissions.

[0051] Specifically, a user-friendly interface is configured for managers so that they can add, edit and delete FAQ content; managers can configure the FAQ content of work orders based on the user-friendly interface, label the FAQ content, associate it with the type information of the work order, and store it in the knowledge base.

[0052] Furthermore, based on the evaluation of the FAQ content by the operators in the tenants, the FAQ content in the database is updated regularly.

[0053] Through the above method, tenant managers are allowed to customize FAQs according to work order types, ensuring that tenant operators can quickly find information related to their issues and improve the self-service experience; displaying business demand information in a tree structure allows managers to intuitively understand and configure work order types and priorities.

[0054] In a specific embodiment, determining whether a work order is an emergency work order based on the priority score in the configuration information includes:

[0055] Get the preset alarm rules corresponding to the work order, as well as the priority trigger threshold in the preset alarm rules;

[0056] When the priority score in the configuration information of the work order is greater than or equal to the priority trigger threshold, the work order is determined to be an emergency work order.

[0057] Specifically, a priority score is extracted from the configuration information of the work order, a database is accessed, and a preset alarm rule associated with the type information of the current work order in the database is obtained, and a priority trigger threshold is extracted from the preset alarm rule; the priority score of the work order is compared with the priority trigger threshold in the preset alarm rule, and when the priority score is greater than or equal to the priority trigger threshold, the work order is determined to be an urgent work order, otherwise the work order is determined to be a non-urgent work order.

[0058] Exemplarily, if the priority represented by the priority score of the first work order is high and the priority trigger threshold is that the priority of the work order is medium, then the first work order is determined to be an urgent work order; if the priority represented by the priority score of the second work order is low and the priority trigger threshold is that the priority of the work order is high, then the second work order is determined to be a non-urgent work order.

[0059] Furthermore, the status of the work order is updated to "urgent" or "non-urgent" and stored in the database; when the work order is determined to be an urgent work order, the corresponding alarm processing flow is triggered, for example, a notification is sent to the relevant responsible person.

[0060] Furthermore, when a work order is determined to be an urgent work order, the processing status of the urgent work order needs to be continuously tracked so that it can receive priority attention.

[0061] Through the above method, the system can quickly identify urgent work orders and ensure that key issues are handled as a priority, thereby improving the processing speed of high-priority work orders; through automated priority judgment, the inspection steps of manual intervention are reduced, further improving the efficiency of work order processing; by updating the work order status to "urgent" or "non-urgent", it ensures that team members have a clear understanding of the importance of the work order, optimizes resource allocation, and further improves the processing efficiency of tenants in the SAAS platform.

[0062] In a specific embodiment, when the work order is an emergency work order, an alarm upgrade process is performed on the work order, including:

[0063] Obtain the triggering conditions and at least one contact strategy in the preset alarm rules corresponding to the work order;

[0064] When the work order meets the triggering conditions in the preset alarm rule and the delayed processing time of the work order is less than the first time threshold corresponding to the first contact strategy, the alarm upgrade processing corresponding to the first contact strategy is performed on the work order;

[0065] When the delayed processing time of the work order is greater than or equal to the first time threshold corresponding to the first touch strategy and the status of the work order is unprocessed, the work order is upgraded to an alarm corresponding to the second touch strategy until the status of the work order is updated from unprocessed to processing.

[0066] Specifically, when it is determined that the work order currently being processed is an emergency work order, the preset alarm rule corresponding to the type information of the work order is obtained from the database, and the trigger conditions and at least one contact strategy in the preset alarm rule are obtained, and the contact strategy includes at least one time threshold and the notification method corresponding to each time threshold; check whether the work order meets the trigger conditions in the preset alarm rule, and if the trigger conditions are met, calculate the delayed processing time of the work order; when the delayed processing time of the work order is less than the first time threshold, execute the alarm escalation processing of the first contact strategy; when the delayed processing time of the work order is greater than or equal to the first time threshold and the work order has not been processed yet, execute the alarm escalation processing of the second contact strategy.

[0067] For example, assuming that the trigger condition of the work order is that the work order status is unprocessed and exceeds 48 hours to trigger an alarm, the corresponding contact strategies include: low-level situation (work order timeout is 24 hours, office software reminder is sent), intermediate situation (work order timeout is 48 hours, automatic group reminder), emergency situation (work order timeout is 72 hours, text message is sent and phone call is notified to the relevant responsible person).

[0068] Among them, when the delayed processing time of a work order exceeds 48 hours and is still not processed, an alarm upgrade will be performed; when a work order continues to exceed the time limit for 24 hours after exceeding the time limit for 48 hours, an office software reminder will be sent; when a work order continues to exceed the time limit for 48 hours after exceeding the time limit for 48 hours, the person in charge of the work order will be automatically reminded in a group; when a work order continues to exceed the time limit for 72 hours after exceeding the time limit for 48 hours, a text message will be automatically sent and the relevant responsible person will be notified by phone.

[0069] Furthermore, if the work order is still in an unprocessed state when the highest level of touch strategy is executed, the time polling process is repeated according to the highest level of trigger strategy until the work order is processed.

[0070] In one possible implementation, the trigger conditions and contact strategies may allow administrators to customize the configuration based on business demand information. For example, users may customize time thresholds, notification methods, etc.

[0071] Through the above method, alarm notifications are sent in time according to the contact strategy to ensure that relevant personnel can take prompt action and improve the efficiency of work order processing; different contact strategies are flexibly applied according to the changes in delayed processing time and work order status, so as to reasonably optimize the use of resources.

[0072] In a specific embodiment, based on the configuration information, a trigger preset rule matching the work order is determined, and a change operation corresponding to the trigger preset rule is used to perform preset processing on the work order, including:

[0073] Determine the trigger preset rule corresponding to the work order based on the type information in the configuration information of the work order;

[0074] The work order is processed by using the change operation corresponding to the preset rule of the trigger, and the preset processing includes at least one of the following: changing the work order status, changing the person in charge of processing, and sending work order notification information.

[0075] Specifically, access the database, obtain the trigger preset rules corresponding to the type information of the work order, determine whether the trigger preset rules exist, and if so, obtain the change operation corresponding to the preset rules; when there is an operation to change the work order status, update the status of the work order to the new status specified in the trigger rules; when there is an operation to change the person in charge, update the person in charge of handling the work order to the person in charge specified in the trigger rules; when there is an operation to send work order notification information, send the notification information corresponding to the work order to relevant personnel to inform them of the current status and processing status of the work order.

[0076] Furthermore, the preset processing of the work order using the change operation is recorded, including but not limited to: change time, change operator, specific change content, etc.

[0077] In a possible implementation, the trigger preset rules can be flexibly configured by the administrator to adapt to different business demand information.

[0078] Through the above method, the need for manual intervention is reduced and the efficiency of work order processing is improved by automatically identifying and executing trigger preset rules. Managers can flexibly configure trigger preset rules according to different business needs to ensure that the system can adapt to the changing business environment, thereby improving the flexibility of work order processing.

[0079] In a specific embodiment, the method further comprises:

[0080] A preset machine assistant is set in the SAAS platform, and the preset machine assistant is used to identify key content information in the work order, and the logical analysis result corresponding to the work order is determined based on the key content information;

[0081] Call the solution corresponding to the logical analysis result in the preset knowledge base, and send the solution to the tenant as the processing result of the work order.

[0082] Specifically, obtain the work order uploaded by the tenant, use the preset machine assistant to parse the work order template, extract the key content information in the work order, perform corresponding status detection and data analysis based on the key content information, and determine the logical analysis result; determine the corresponding cause of the problem based on the logical analysis result, retrieve the FAQ and / or solution corresponding to the cause of the problem in the knowledge base, send it to the tenant as the processing result of the work order, and update the status of the work order to processed.

[0083] Among them, the preset machine assistant can use the Natural Language Processing (NLP) model to perform semantic analysis on the work orders submitted by tenants and extract key content information in the work orders; it can perform data analysis on the work orders through statistical analysis and decision tree algorithms, and use cluster analysis to perform pattern recognition on the work orders.

[0084] For example, taking the online car-hailing service platform as an example, the work order type uploaded by the tenant may be "few driver dispatches", and the preset machine assistant is used to extract key information related to the driver ID from the work order; the driver's status is detected based on the driver ID, and the driver's online status, activity frequency and order acceptance rate are analyzed to determine whether the driver has a low participation problem;

[0085] By reviewing the driver's dispatch records, identify the drivers with low judgment and their corresponding characteristics; based on the monitoring results and analysis results, determine the reasons for the low number of drivers' dispatches, which may include but are not limited to: insufficient online time of drivers, high demand in a specific area but insufficient number of drivers, and problems with driver enthusiasm;

[0086] Search the knowledge base for FAQs and / or solutions related to the lack of driver orders or vehicle failures, and generate automatic replies, such as "Because the driver turned on the ride-along mode, many orders were filtered out. It is recommended to communicate with the driver and turn off the ride-along mode to accept orders normally."

[0087] The generated reply content is automatically replied to the tenant as the processing result.

[0088] Through the above method, by presetting the automatic reply mechanism of the machine assistant, tenants can quickly obtain the processing results corresponding to the work order, thereby improving the tenant's user experience; quickly obtaining relevant FAQs and solutions from the knowledge base reduces the repetitive labor of manually answering questions and improves the efficiency of work order processing.

[0089] In a specific embodiment, the knowledge base includes a preset question and answer set; the preset question and answer set is determined by the tenant based on the type information of the work order.

[0090] Specifically, the FAQ content stored in the knowledge base is custom configured and stored by the administrator based on the type information and business requirement information of the work order.

[0091] Through the above method, tenant managers are allowed to customize FAQs according to work order types, ensuring that operations personnel in tenants can quickly find information related to their issues and improve the self-service experience.

[0092] For example, Figure 2 FIG. 1 is a schematic diagram of a work order processing flow of a work order processing method of a SAAS platform provided by an embodiment of the present invention. Figure 2 As shown, the figure includes the following steps:

[0093] Step S201, obtaining configuration information of the work order;

[0094] Here, obtain the configuration information of the work order uploaded by the tenant in the SAAS platform;

[0095] Step S202, determining whether it is an emergency work order;

[0096] Here, it is determined whether the work order is an emergency work order based on the priority score in the configuration information; if so, it proceeds to step S203; if not, it proceeds to step S204;

[0097] Step S203, alarm upgrade processing;

[0098] Here, the trigger condition and at least one contact strategy in the preset alarm rule corresponding to the work order are obtained, and the corresponding contact strategy is determined based on the delayed processing time of the work order and the trigger condition;

[0099] Step S204, the transaction is completed;

[0100] Here, after completing the configuration of the work order, the main thread ends;

[0101] Step S205, trigger matching;

[0102] Here, determine the trigger corresponding to the type information of the work order;

[0103] Step S206, determining the trigger preset rule;

[0104] Here, determine the preset rules for the triggers that match the work order;

[0105] Step S207, determining whether the work order matches the preset trigger rule;

[0106] Here, it is determined whether the work order matches the preset rules of the trigger, if so, it proceeds to step S208, if not, it proceeds to step S209;

[0107] Step S208, performing preset processing;

[0108] Here, the change operation corresponding to the preset rule of the trigger is used to perform preset processing on the work order, and the preset processing includes at least one of the following: changing the work order status, changing the person in charge of processing, and sending work order notification information;

[0109] Step S209: no processing;

[0110] Step S210, analyzing key content information of the work order;

[0111] Here, a preset machine assistant is used to analyze and determine the key content information in the work order;

[0112] Step S211, determining the work order processing result;

[0113] Here, a preset machine assistant is used to match and determine a solution in the knowledge base based on key content information and return it to the tenant as the processing result of the work order.

[0114] Figure 3 FIG. 1 is a flowchart of an alarm upgrade process of a work order processing method of a SAAS platform provided by an embodiment of the present invention. Figure 3 As shown, the figure includes the following steps:

[0115] Step S301, obtaining configuration information of the work order;

[0116] Here, obtain the configuration information of the work order uploaded by the tenant in the SAAS platform;

[0117] Step S302, determine whether there is a rule that meets the configuration information; if so, proceed to step S303, if not, end the process;

[0118] Here, based on the configuration information of the work order, a search is performed in the database to determine whether there is a preset alarm rule that meets the configuration information; the preset alarm rule is custom configured by the administrator of the tenant;

[0119] Step S303, obtaining the rule with the highest priority among the preset alarm rules;

[0120] Here, when the database is searched for a preset alarm rule that meets the configuration information, the highest priority corresponding to the priority score in the configuration information of the work order is determined, and it is determined whether the highest priority of the work order meets the trigger condition in the preset alarm rule;

[0121] Step S304, determine whether the work order has been processed; if so, end the process; if not, proceed to step S305;

[0122] Here, it is determined whether the work order has been updated from unprocessed to processed;

[0123] Step S305, executing the reach strategy;

[0124] Here, when the highest priority of the work order meets the triggering conditions in the preset alarm rules, the alarm upgrade process corresponding to the current reach strategy is executed on the work order;

[0125] Step S306, updating to the next time threshold and reach strategy;

[0126] Here, when the delayed processing time of the work order is greater than or equal to the first time threshold corresponding to the first touch strategy and the status of the work order is unprocessed, the work order is upgraded to the alarm corresponding to the second touch strategy until the status of the work order is updated from unprocessed to processing.

[0127] Figure 4 is a structural diagram of a work order processing device of a SAAS platform provided by an embodiment of the present invention, such as Figure 4 As shown, the device can be applied to intelligent electronic devices such as servers and computers; the device includes: an alarm upgrade module 401 and a trigger matching module 402;

[0128] Among them, the alarm upgrade module 401 is used to obtain the configuration information of the work order uploaded by the tenant in the SAAS platform, determine whether the work order is an emergency work order based on the priority score in the configuration information, and perform alarm upgrade processing on the work order when the work order is an emergency work order; the alarm upgrade processing is used to send an alarm notification when the work order meets the corresponding preset alarm rules;

[0129] The trigger matching module 402 is used to determine the preset trigger rules for work order matching based on the configuration information, and perform preset processing on the work order using the change operation corresponding to the preset trigger rules.

[0130] In a specific embodiment, the device further includes a configuration module 403; wherein,

[0131] Configuration module 403 is used to obtain business requirement information corresponding to tenants in the SAAS platform and issue configuration permissions to tenants so that tenants can dynamically configure type information in the configuration information corresponding to the business requirement type for work orders based on the configuration permissions, and configure the priority score in the configuration information using a tree structure.

[0132] In a specific embodiment, the alarm upgrade module 401 is used to obtain the preset alarm rule corresponding to the work order and the priority trigger threshold in the preset alarm rule;

[0133] When the priority score in the configuration information of the work order is greater than or equal to the priority trigger threshold, the work order is determined to be an emergency work order.

[0134] In a specific embodiment, the alarm upgrade module 401 is used to obtain the triggering condition and at least one contact strategy in the preset alarm rule corresponding to the work order;

[0135] When the work order meets the triggering conditions in the preset alarm rule and the delayed processing time of the work order is less than the first time threshold corresponding to the first contact strategy, the alarm upgrade processing corresponding to the first contact strategy is performed on the work order;

[0136] When the delayed processing time of the work order is greater than or equal to the first time threshold corresponding to the first touch strategy and the status of the work order is unprocessed, the work order is upgraded to an alarm corresponding to the second touch strategy until the status of the work order is updated from unprocessed to processing.

[0137] In a specific embodiment, the trigger matching module 402 is used to determine the trigger preset rule corresponding to the work order based on the type information in the configuration information of the work order;

[0138] The work order is processed by using the change operation corresponding to the preset rule of the trigger, and the preset processing includes at least one of the following: changing the work order status, changing the person in charge of processing, and sending work order notification information.

[0139] In a specific embodiment, the device further includes a preset machine assistant module 404; wherein,

[0140] A preset machine assistant module 404 is used to set a preset machine assistant in the SAAS platform, use the preset machine assistant to identify key content information in the work order, and determine the logic analysis result corresponding to the work order based on the key content information;

[0141] Call the solution corresponding to the logical analysis result in the preset knowledge base, and send the solution to the tenant as the processing result of the work order.

[0142] In a specific embodiment, the knowledge base includes a preset question and answer set; the preset question and answer set is determined by the tenant based on the type information of the work order.

[0143] It should be noted that: the work order processing device of the SAAS platform provided in the above embodiment only uses the division of the above program modules as an example to illustrate when implementing the work order processing method of the corresponding SAAS platform. In actual application, the above processing can be assigned to different program modules as needed, that is, the internal structure of the device can be divided into different program modules to complete all or part of the processing described above. Figure 1 The embodiments of the method shown belong to the same concept, and the specific implementation process is detailed in the method embodiments, which will not be repeated here.

[0144] The embodiment of the present invention also provides a computer device having the above Figure 4 The work order processing device of the SAAS platform is shown.

[0145] See also Figure 5 , Figure 5is a structural diagram of another work order processing device of a SAAS platform provided by an embodiment of the present invention, such as Figure 5 As shown, the computer device includes: one or more processors 10, a memory 20, and interfaces for connecting various components, including high-speed interfaces and low-speed interfaces. Various components are connected to each other using different buses for communication, and can be installed on a common mainboard or installed in other ways as needed. The processor can process the instructions executed in the computer device, including instructions stored in or on the memory to display the graphical information of the GUI on an external input / output device (such as, a display device coupled to the interface). In some optional embodiments, if necessary, multiple processors and / or multiple buses can be used together with multiple memories and multiple memories. Similarly, multiple computer devices can be connected, and each device provides some necessary operations (for example, as a server array, a group of blade servers, or a multi-processor system). Figure 5 A processor 10 is taken as an example.

[0146] The processor 10 may be a central processing unit, a network processor or a combination thereof. The processor 10 may further include a hardware chip. The hardware chip may be a dedicated integrated circuit, a programmable logic device or a combination thereof. The programmable logic device may be a complex programmable logic device, a field programmable gate array, a general purpose array logic or any combination thereof.

[0147] The memory 20 stores instructions executable by at least one processor 10, so that the at least one processor 10 executes the method shown in the above embodiment.

[0148] The memory 20 may include a program storage area and a data storage area, wherein the program storage area may store an operating system, an application required for at least one function; the data storage area may store data created according to the use of the computer device, etc. In addition, the memory 20 may include a high-speed random access memory, and may also include a non-transient memory, such as at least one disk storage device, a flash memory device, or other non-transient solid-state storage device. In some optional embodiments, the memory 20 may optionally include a memory remotely arranged relative to the processor 10, and these remote memories may be connected to the computer device via a network. Examples of the above-mentioned network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0149] The memory 20 may include a volatile memory, such as a random access memory; the memory may also include a non-volatile memory, such as a flash memory, a hard disk or a solid state drive; the memory 20 may also include a combination of the above types of memory.

[0150] The computer device also includes an input device 30 and an output device 40. The processor 10, the memory 20, the input device 30 and the output device 40 may be connected via a bus or other means. Figure 5 The example of connecting through bus is taken in the following.

[0151] The input device 30 can receive input digital or character information, and generate key signal input related to the user settings and function control of the computer device, such as a touch screen, a keypad, a mouse, a track pad, a touch pad, an indicator bar, one or more mouse buttons, a trackball, a joystick, etc. The output device 40 may include a display device, an auxiliary lighting device (e.g., an LED) and a tactile feedback device (e.g., a vibration motor), etc. The above-mentioned display device includes but is not limited to a liquid crystal display, a light emitting diode, a display and a plasma display. In some optional embodiments, the display device can be a touch screen.

[0152] The computer device further comprises a communication interface 30 for the computer device to communicate with other devices or a communication network.

[0153] The embodiment of the present invention also provides a computer-readable storage medium. The method according to the embodiment of the present invention can be implemented in hardware, firmware, or can be implemented as a computer code that can be recorded in a storage medium, or can be implemented as a computer code that is originally stored in a remote storage medium or a non-temporary machine-readable storage medium and will be stored in a local storage medium through a network download, so that the method described herein can be stored in such software processing on a storage medium using a general-purpose computer, a dedicated processor, or programmable or dedicated hardware. Among them, the storage medium can be a magnetic disk, an optical disk, a read-only storage memory, a random access memory, a flash memory, a hard disk or a solid-state hard disk, etc.; further, the storage medium can also include a combination of the above types of memories. It can be understood that a computer, a processor, a microprocessor controller, or programmable hardware includes a storage component that can store or receive software or computer code. When the software or computer code is accessed and executed by a computer, a processor, or hardware, the method shown in the above embodiment is implemented.

[0154] A part of the present invention may be applied as a computer program product, such as a computer program instruction, which, when executed by a computer, can call or provide the method and / or technical solution according to the present invention through the operation of the computer. Those skilled in the art should understand that the existence of the computer program instruction in a computer-readable medium includes, but is not limited to, a source file, an executable file, an installation package file, etc., and accordingly, the way in which the computer program instruction is executed by the computer includes, but is not limited to: the computer directly executes the instruction, or the computer compiles the instruction and then executes the corresponding compiled program, or the computer reads and executes the instruction, or the computer reads and installs the instruction and then executes the corresponding installed program. Here, the computer-readable medium may be any available computer-readable storage medium or communication medium accessible to the computer.

[0155] Although the embodiments of the present invention have been described in conjunction with the accompanying drawings, those skilled in the art may make various modifications and variations without departing from the spirit and scope of the present invention, and such modifications and variations are all within the scope defined by the appended claims.

Claims

1. A work order processing method for a SAAS platform, characterized in that: The method comprises: Obtain configuration information of the work order uploaded by the tenant in the SAAS platform, determine whether the work order is an emergency work order based on the priority score in the configuration information, and when the work order is an emergency work order, perform alarm upgrade processing on the work order; the alarm upgrade processing is used to send an alarm notification when the work order meets the corresponding preset alarm rules; Based on the configuration information, a trigger preset rule matching the work order is determined, and a change operation corresponding to the trigger preset rule is used to perform preset processing on the work order.

2. The method according to claim 1, characterized in that The method further comprises: Obtain the business requirement information corresponding to the tenant in the SAAS platform, and issue configuration permissions to the tenant so that the tenant can dynamically configure the type information in the configuration information corresponding to the business requirement type for the work order based on the configuration permissions, and configure the priority score in the configuration information using a tree structure.

3. The method according to claim 2, characterized in that The determining whether the work order is an emergency work order based on the priority score in the configuration information includes: Obtaining the preset alarm rule corresponding to the work order and the priority trigger threshold in the preset alarm rule; When the priority score in the configuration information of the work order is greater than or equal to the priority trigger threshold, the work order is determined to be an emergency work order.

4. The method according to claim 3, characterized in that When the work order is an emergency work order, performing alarm upgrade processing on the work order includes: Obtain the triggering conditions and at least one contact strategy in the preset alarm rules corresponding to the work order; When the work order meets the triggering condition in the preset alarm rule and the delayed processing time of the work order is less than the first time threshold corresponding to the first contact strategy, the work order is subjected to the alarm upgrade processing corresponding to the first contact strategy; When the delayed processing time of the work order is greater than or equal to the first time threshold corresponding to the first touch strategy and the status of the work order is unprocessed, the work order is subjected to an alarm upgrade process corresponding to the second touch strategy until the status of the work order is updated from unprocessed to being processed.

5. The method according to claim 3, characterized in that: The determining, based on the configuration information, a trigger preset rule that matches the work order, and performing preset processing on the work order using a change operation corresponding to the trigger preset rule, includes: Determine a trigger preset rule corresponding to the work order based on the type information in the configuration information of the work order; The work order is processed by using a change operation corresponding to the preset rule of the trigger, and the preset processing includes at least one of the following: changing the work order status, changing the person in charge of processing, and sending work order notification information.

6. The method according to claim 5, characterized in that The method further comprises: A preset machine assistant is set in the SAAS platform, the preset machine assistant is used to identify key content information in the work order, and a logical analysis result corresponding to the work order is determined based on the key content information; The solution corresponding to the logic analysis result is called in a preset knowledge base, and the solution is sent to the tenant as the processing result of the work order.

7. The method according to claim 6, characterized in that The knowledge base includes a preset question and answer set; the preset question and answer set is determined by the tenant based on the type information of the work order.

8. A work order processing device for a SAAS platform, characterized in that: The device comprises: An alarm upgrade module is used to obtain the configuration information of the work order uploaded by the tenant in the SAAS platform, determine whether the work order is an emergency work order based on the priority score in the configuration information, and perform alarm upgrade processing on the work order when the work order is an emergency work order; the alarm upgrade processing is used to send an alarm notification when the work order meets the corresponding preset alarm rules; The trigger matching module is used to determine the preset trigger rule for matching the work order based on the configuration information, and perform preset processing on the work order using the change operation corresponding to the preset trigger rule.

9. A computer device, characterized in that: include: A memory and a processor, wherein the memory and the processor are communicatively connected to each other, the memory stores computer instructions, and the processor executes the work order processing method of the SAAS platform described in any one of claims 1 to 7 by executing the computer instructions.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer instructions, and the computer instructions are used to enable a computer to execute the work order processing method of the SAAS platform according to any one of claims 1 to 7.

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