Method, apparatus and device for processing service alarm information, and storage medium

Abstract

Embodiments of the present application provide a kind of service alarm information processing method, device, equipment and storage medium.The method comprises: in response to the service alarm information sent by monitoring alarm device, based on interconnection interface, the event record single corresponding to service alarm information is generated;Based on event processing page, in response to the user acting on the function button of coordination inquiry;And based on interconnection interface, send the service request of coordination inquiry to monitoring alarm device;Receive the work log information sent by monitoring alarm device;And according to work log information, service exception troubleshooting is handled;Based on event processing page, in response to the user acting on the first feedback function button;And based on interconnection interface, send the service recovery information input by user to monitoring alarm device.The method is used to improve the effect of the processing efficiency and security of interagency alarm information.

Description

Technical Field

[0001] This application relates to the field of computers, and in particular to a method, apparatus, device and storage medium for processing service alarm information. Background Technology

[0002] In the process of inter-organizational business communication and processing based on multiple business units, it is necessary for each unit to handle alarms for service anomalies.

[0003] In existing technologies, when an abnormal event occurs in inter-organizational services, alarm information is automatically triggered via telephone, email, or other means to notify business personnel to provide feedback and handle the situation.

[0004] However, the above methods, such as telephone, email, and work groups, have problems such as untimely notification and easy data leakage, which reduces the efficiency and security of inter-organizational alarm information processing. Summary of the Invention

[0005] This application provides a method, apparatus, device, and storage medium for processing alarm information, thereby improving the efficiency and security of alarm information processing between organizations.

[0006] In a first aspect, embodiments of this application provide a method for processing service alarm information, including:

[0007] In response to the service alarm information sent by the monitoring and alarm device, an event log corresponding to the service alarm information is generated based on the interconnection interface; and a first response message is sent to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated;

[0008] Based on the event handling page, in response to the user's action on the assistance function button; and based on the interconnection interface, send an assistance service request to the monitoring and alarm device; wherein, the assistance service request is used to request assistance service processing;

[0009] The system receives the work log information sent by the monitoring and alarm device and performs service anomaly investigation and processing based on the work log information.

[0010] Based on the event handling page, in response to the user's action on the first feedback function button; and based on the interconnection interface, sending the service recovery information input by the user to the monitoring and alarm device; wherein, the service recovery information represents the recovery status of the current service;

[0011] Based on the event handling page, in response to the user's action on the second feedback function button, and based on the interconnection interface, the event cause information input by the user is sent to the monitoring and alarm device; wherein, the event cause information represents the cause of the current business service abnormal event.

[0012] Secondly, embodiments of this application provide a service alarm information processing apparatus, including:

[0013] The response module is used to respond to service alarm information sent by the monitoring and alarm device, generate an event log corresponding to the service alarm information based on the interconnection interface, and send a first response message to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated.

[0014] The assistance module is used to respond to the user's action on the assistance function button based on the event handling page; and to send an assistance service request to the monitoring and alarm device based on the interconnection interface; wherein, the assistance service request is used to request assistance service processing;

[0015] The troubleshooting module is used to receive work log information sent by the monitoring and alarm device; and to perform service anomaly troubleshooting based on the work log information.

[0016] The first feedback module is used to respond to the user's action on the first feedback function button based on the event handling page; and to send the service recovery information input by the user to the monitoring and alarm device based on the interconnection interface; wherein the service recovery information represents the recovery status of the current service.

[0017] The second feedback module is used to respond to the user's action on the second feedback function button based on the event processing page, and to send the event cause information input by the user to the monitoring and alarm device based on the interconnection interface; wherein, the event cause information represents the cause of the current business service abnormal event.

[0018] Thirdly, embodiments of this application provide an electronic device, including: a memory and a processor;

[0019] The memory stores computer-executed instructions;

[0020] The processor executes computer execution instructions stored in the memory, causing the processor to perform the first aspect and / or various possible implementations of the first aspect as described above.

[0021] Fourthly, embodiments of this application provide a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the first aspect and / or various possible implementations of the first aspect.

[0022] Fifthly, embodiments of this application provide a computer program product, including a computer program that, when executed by a processor, implements the first aspect and / or various possible implementations of the first aspect.

[0023] The service alarm information processing method, apparatus, device, and storage medium provided in this application embodiment, in response to service alarm information sent by a monitoring alarm device, generates an event log corresponding to the service alarm information based on an interconnection interface; and sends a first response message to the monitoring alarm device; wherein the first response message indicates that the business service abnormality event represented by the service alarm information is being handled and investigated; based on the event processing page, responds to the user's action on the assistance function button; and sends an assistance service request to the monitoring alarm device based on the interconnection interface; wherein the assistance service request is used to request assistance service processing. The system receives work log information from monitoring and alarm devices; performs service anomaly investigation and handling based on the work log information; responds to user actions on the first feedback function button on the event handling page; and sends user-inputted business recovery information to the monitoring and alarm devices via the interconnection interface; whereby the business recovery information represents the current business service recovery status; responds to user actions on the second feedback function button on the event handling page; and sends user-inputted event cause information to the monitoring and alarm devices via the interconnection interface; whereby the event cause information represents the cause of the current business service anomaly event. Furthermore, upon receiving event fault notifications from monitoring and alarm devices, the system automatically creates orders and sends response messages via the interconnection interface. Through user actions on the newly added collaborative investigation function button and multiple feedback function buttons on the event handling page, combined with the interconnection interface, the system provides feedback on the service alarm information processing status to the monitoring and alarm devices, thereby improving the efficiency and security of alarm information processing between organizations. Attached Figure Description

[0024] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.

[0025] Figure 1 This application provides an illustration of an application scenario.

[0026] Figure 2 A flowchart illustrating a method for processing service alarm information provided in an embodiment of this application;

[0027] Figure 3 A schematic diagram illustrating a service alarm investigation and processing flow provided in an embodiment of this application;

[0028] Figure 4 A schematic diagram of another service alarm investigation and processing flow provided in this application embodiment;

[0029] Figure 5 A flowchart illustrating another method for processing service alarm information provided in this application embodiment;

[0030] Figure 6 A schematic diagram illustrating another service alarm investigation and processing flow provided in this application embodiment;

[0031] Figure 7 A schematic diagram of a service alarm information processing device provided in an embodiment of this application;

[0032] Figure 8 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application.

[0033] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concept of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0034] Exemplary embodiments will now be described in detail, examples of which are illustrated in the accompanying drawings. When the following description relates to the drawings, unless otherwise indicated, the same numbers in different drawings denote the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with this application. Rather, they are merely examples of apparatuses and methods consistent with some aspects of this application as detailed in the appended claims.

[0035] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties. Furthermore, the collection, use, processing, transmission, provision, disclosure, and application of the relevant data all comply with relevant laws, regulations, and standards, necessary confidentiality measures have been taken, they do not violate public order and good morals, and corresponding operation portals are provided for users to choose to authorize or refuse.

[0036] It should be noted that this application can be used in the field of computers, or in any field other than computers; the application field of this application is not limited.

[0037] Figure 1 This application provides an illustration of an application scenario, such as... Figure 1 As shown, the specific application scenarios of this application include electronic device 101 and fault monitoring device 102. In the process of inter-organizational business communication based on electronic device 101 and fault monitoring device 102, alarm processing of service abnormal events is required between electronic device 101 and fault monitoring device 102.

[0038] Based on the above scenarios, it can be seen that in the existing technology, when an abnormal event occurs in the inter-institutional service, alarm information is automatically triggered by means of telephone, email, etc., to notify business personnel to provide feedback and processing. However, this approach suffers from problems such as untimely notification and easy data leakage, which reduces the efficiency and security of inter-institutional alarm information processing.

[0039] The alarm information processing method provided in this application solves the problems of untimely notification and easy data leakage, thereby reducing the technical issues of reduced efficiency and security of alarm information processing between organizations. This is achieved by automatically creating a case and sending a response message after receiving an event failure notification from the monitoring alarm device, based on the interconnection interface, and by using the user's operation of the newly added function buttons on the event processing page such as "Report Business Recovery Status", "Requires Assistance from Party A", and "Report Event Cause" in conjunction with the interconnection interface.

[0040] The technical solution of this application and how the technical solution of this application solves the above-mentioned technical problems are described in detail below with specific embodiments. These specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described again in some embodiments. The embodiments of this application will now be described with reference to the accompanying drawings.

[0041] Figure 2 A flowchart illustrating a method for processing service alarm information provided in this application embodiment is shown below. Figure 2 As shown, the method includes:

[0042] 201. In response to the service alarm information sent by the monitoring and alarm device, an event log sheet corresponding to the service alarm information is generated based on the interconnection interface; and a first response message is sent to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated.

[0043] For example, the execution subject of this embodiment may be an electronic device. Figure 3 This is a schematic diagram illustrating a service alarm investigation and processing flow provided in an embodiment of this application. Figure 4 A schematic diagram of another service alarm investigation and processing flow provided in this application embodiment is shown below. Figure 3, 4 As shown, when an external customer discovers a failure, they submit it to the monitoring and alarm equipment of Party A to inquire about the cause. After monitoring the abnormal situation of Party B, Party B's electronic equipment initiates an event anomaly information notification through the interoperability interface, such as the standardized definition of the API interface, to inform Party B of the anomaly information. After receiving the information, the operating platform of Party B's electronic equipment automatically fills the information in the message into the event log form according to the interoperability interface specification, completing the automatic creation of the form. The report section includes "Application / Party A Interoperability Anomaly", event overview, and detailed description, assembled according to the interoperability interface specification. At the same time, after the automatic creation of the form, relevant departments and personnel need to be notified via SMS and email. After the automatic creation of the form is successful, an event handling request is initiated through the interoperability interface specification, and a response message is sent back. Party B's maintenance personnel click the "Accept" button through the electronic equipment and, through the interoperability interface specification, report the business service anomaly event "Accepted and under investigation" to Party A's monitoring and alarm equipment. If the problem is found to be on the client's side during the troubleshooting process of the monitoring and alarm equipment, i.e., the monitoring and alarm equipment itself, the confirmed cause will be fed back to the client and corresponding operation services will be provided.

[0044] For example, after Party A's monitoring and alarm equipment detects abnormal conditions in Party B's electronic equipment, it initiates an event anomaly information notification through the interconnection interface to inform Party B of the abnormal electronic equipment. The correspondence between the event form fields and Party A's message is shown in Table 1 below.

[0045] Table 1

[0046]

[0047] The message format of Party A's service alarm information includes message elements, <tag>The transmission attributes and types, message elements include transaction information, transaction serial number, request message type, Party A's order number, Party A's secondary order number, member unit's order number, transaction date and time, fault information, fault type, faulty organization identifier, faulty organization name, faulty organization account type, fault start time, affected business type, fault summary, fault monitoring object, monitoring object statistical scope, expected completion time, reserved fields, fault end time, work log, third-party organization related information, whether the reporting third-party organization has been contacted, reason for reporting to the third-party organization, attachments, attachment name, attachment content, contact information set, contact person name, contact information, etc. After receiving the information, the operating platform automatically fills the information in the message into the event form according to the interconnection interface specification, completes the automatic form creation, and feeds back to Party A "under investigation" through the interface.

[0048] 202. Based on the event handling page, respond to the user's action on the investigation function button; and based on the interconnection interface, send an investigation service request to the monitoring and alarm device; wherein, the investigation service request is used to request investigation service processing.

[0049] For example, combined Figure 3 , 4 After an incident is accepted, a "Requires Party A's Assistance in Inquiry" button will be added to the incident handling page, which is the assistance function button. Party B's maintenance personnel fill in the information requiring Party A's assistance through electronic devices, and convert it into an assistance service request through the interconnection interface specification. This request is then fed back to Party A's monitoring and alarm devices for requesting assistance in the investigation service, such as the exchange of work log information between the two parties.

[0050] For example, the input fields for the "Requires Party A's Assistance in Inquiry" page are shown in Table 2 below, with * indicating required fields.

[0051] Table 2

[0052] Information needs to be verified by Party A* Fill in according to the actual situation.

[0053] 203. Receive work log information sent by monitoring and alarm devices; and perform service anomaly investigation and handling based on the work log information.

[0054] For example, the electronic device receives work log information sent by the monitoring and alarm device, and processes the work log information according to the interconnection interface for service anomaly investigation and handling.

[0055] 204. Based on the event handling page, respond to the user's action on the first feedback function button; and based on the interconnection interface, send the service recovery information input by the user to the monitoring and alarm equipment; wherein, the service recovery information represents the current service recovery status.

[0056] For example, combined Figure 3 , 4 After an incident is accepted, a "Feedback on Service Recovery Status" button (the first feedback button) is added to the incident handling page via electronic devices. The vendor's operations and maintenance personnel fill in the service recovery status via the electronic device. After submission, the service recovery status is fed back to the client through the interconnection interface specifications, including service recovery information such as the impact on the service and the recovery time. The content entered on the page is then entered into the fields of the request message. This button is for the current vendor's operations and maintenance personnel and is displayed in all states after the incident is accepted (including when it is closed).

[0057] For example, the input fields for the "Feedback on Business Recovery Status" page in the business recovery information are shown in Table 3 below, with * indicating required fields.

[0058] Table 3

[0059]

[0060] Specifically, if the B-side operations and maintenance personnel fill in "No impact" in the "Report Business Recovery Status" section using electronic devices, they will also fill in "No impact" in the "Business Impact Status" section on the event resolution page. If the B-side operations and maintenance personnel fill in "Impact" in the "Report Business Recovery Status" section using electronic devices, they will also fill in "Impact" in the "Business Impact Status" section on the event resolution page. The "Start Time of Business Impact" will be set to the alarm time in the message sent by the A-side monitoring and alarm equipment, and the "End Time of Business Impact" will be set to the "Business Recovery Time." The remaining fields will be filled in by the B-side operations and maintenance personnel themselves using electronic devices.

[0061] 205. Based on the event handling page, responding to the user's action on the second feedback function button, and based on the interconnection interface, send the event cause information input by the user to the monitoring and alarm equipment; wherein, the event cause information represents the cause of the current business service abnormal event.

[0062] For example, combined Figure 3 , 4 After an incident is accepted, a "Feedback on Incident Cause" button, also known as the second feedback button, will be added to the incident handling page. The vendor's maintenance personnel will use electronic devices to fill in the cause of the current service anomaly, i.e., the incident cause information. The input fields on the "Feedback on Incident Cause" page are shown in Table 4 below, with * indicating required fields.

[0063] Table 4

[0064] Reasons for the abnormality* Fill in according to the actual situation.

[0065] After the maintenance personnel of Party B submit the request by clicking the second feedback function button displayed on the electronic device, they will send the cause information of the event to the monitoring and alarm device through the interconnection interface specification to provide feedback on business recovery to Party A. The processes of automatic order creation, order transfer, resolution, and feedback of handling information to Party A must all be displayed in the processing log.

[0066] This embodiment provides a method for processing service alarm information. Event handling is defined through a standardized API interface. Party A and Party B complete joint modification, joint debugging and docking to achieve the goal of real-time communication, information sharing and collaborative investigation of production events. It enables information exchange in scenarios such as fault notification, fault confirmation, fault handling, fault recovery confirmation and fault cause feedback during event investigation, thereby improving the efficiency and security of alarm information processing between organizations.

[0067] Figure 5 A flowchart illustrating another method for processing service alarm information provided in this application embodiment is shown below. Figure 5 As shown, the method includes:

[0068] 301. In response to the service alarm information sent by the monitoring and alarm device, generate an event log corresponding to the service alarm information based on the interconnection interface; and send a first response message to the monitoring and alarm device; wherein the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated.

[0069] For example, this step can be referred to as step 201, which will not be repeated here.

[0070] 302. Based on the event handling page, respond to the user's action on the new function button, and assemble the elements of the assistance service request entered by the user to obtain the assistance service request.

[0071] For example, Figure 6 This is a schematic diagram of another service alarm investigation and processing flow provided in the embodiments of this application, as shown below. Figure 6 As shown, based on the event handling page displayed on the electronic device, after the creator clicks the "New" function button, a new interoperability investigation (i.e., transaction investigation initiated by Party B) service request is created in the Service Request Application - New Service Request directory. The creator fills in the elements of the investigation service request through the event handling page. Based on the event handling page, the investigation service request elements entered by the user are assembled to obtain the interoperability investigation service request, i.e., the investigation service request.

[0072] For example, based on the interface specifications of monitoring and alarm devices, this requirement involves transaction investigation at "Service Level" 01, including message elements, <tag>The transmission attributes and types, message elements include transaction information, transaction serial number, request message type, Party A's order number, member unit's order number, transaction date and time, service summary / service title, service description, service level, service initiation time, contact information set, contact person's name, contact information, reserved fields, expected completion time, attachments, attachment name, attachment content, etc. Field names in the service request input elements include: service request work order number*, service request directory*, service request type*, responsible unit for this service request*, person in charge of this service request*, definition and requirements of this service request*, description of this service request process*, creator*, creator's department*, creator's contact information*, organization code*, creation time*, current handler*, current handler's department*, current handler's contact information*, processing opinion*, expected completion time, summary*, detailed description*, confidential information, attachments, etc. At this time, Party A's monitoring and alarm equipment, upon receiving the event request from the electronic device and successfully creating the service order, will send an event confirmation message to Party B. The message format includes message elements, <tag>The transmission attributes and types, message elements include the client's order number, member unit's order number, system return code, system return description, and system return time.

[0073] 303. In response to the user's action on the first save function button, check and process the assistance service request.

[0074] For example, when a user completes the filling in of all elements through an electronic device and clicks "Save", the electronic device will then check the outgoing sensitive information in the received assistance service request, and check the outgoing text and attachments. If sensitive information is identified, the page will directly report an error and display the sensitive information content.

[0075] 304. If the assistance request is confirmed to have passed the inspection and been saved successfully, the submit button will be displayed.

[0076] For example, if the electronic device determines that the investigation service request has passed the inspection and been saved successfully, the status of the investigation service request is "draft", and the submit button is displayed.

[0077] In one example, the event handling page also includes an update button and a cancel button; step 304 includes:

[0078] When the update button is pressed, the request for assistance in the investigation service will be updated.

[0079] Alternatively, in response to the action of the cancel function button, the request to send the assistance service is canceled.

[0080] For example, the event handling page also includes an update button and a cancel button. Based on the event handling page, the creator can select the "Submit" button, the "Update Attribute" button, or the "Cancel" button. When the creator selects the "Update Attribute" button based on the event handling page, the relevant functions refer to the service request attribute update function. Alternatively, when the creator selects the "Cancel" button based on the event handling page, the relevant functions refer to the service request cancel function.

[0081] 305. In response to the user's action on the submit button, the assist button will be displayed.

[0082] For example, when a creator clicks the submit button on the event handling page, and the service request is then routed to the "Transaction Assistance Service Processing" stage, the assistance button will be displayed on the event handling page. If the creation of the order fails on the event handling page, the reason for the failure should be displayed, such as: XXX is a required field.

[0083] 306. Respond to the action of the assistance function button; and send assistance service requests to monitoring and alarm devices based on the interconnection interface.

[0084] For example, combined Figure 6 Based on electronic devices, when a service request reaches the "Transaction Assistance Service Processing" stage and the assistance function button is displayed, the current handler clicks this button, for example, by clicking the "Pass" button. Using the interconnection interface specification, the current handler sends the assistance service request to the monitoring and alarm device. Upon successful submission, the service request proceeds to the processing stage. If the current handler clicks the "Return" button, the process returns to the creator. The service request workflow stages are shown in Table 5 below.

[0085] Table 5

[0086] Transaction investigation service request to create Ordinary maintenance personnel Transaction investigation service request processing Ordinary maintenance personnel Transaction investigation service request closed Ordinary maintenance personnel

[0087] It's worth noting that the client's end is a monitoring and alarm device, while the vendor's end is an electronic device. When the client establishes a service interconnection request (i.e., a second assistance service request) and sends it to the vendor's operation platform, the operation platform, upon receiving the service request, returns a request confirmation message via the interconnection interface. The operation platform then processes the service request, automatically creating a service request work order, "Interconnection Service Request (Initiated by Client)," completing field mapping and filling, and pushing it to the corresponding professional department according to the organization code in the service description field of the service request message. The service request work order is automatically filled out, and relevant personnel are notified via email and SMS. At this point, the vendor's operation platform completes the acceptance and transfer of the order to the corresponding maintenance personnel for the "service request processing" stage, displaying the work order processing page. When the maintenance personnel of Party B click the "Process Transaction Assistance" button on the work order processing page (i.e., the transaction processing function button), a service request content entry page will be displayed. The entry fields include: summary, detailed description, and expected completion time. These fields default to the content entered when the service request work order was created. The maintenance personnel can modify and update this content on this page. After completing the entry, clicking the "Save" button will trigger a check for outgoing sensitive information based on the work order processing page (the check logic can refer to the new email system's anti-leakage function). The outgoing text and attachments will be checked, and if sensitive information is detected, an error message will be displayed on the page, indicating the sensitive information content. When the maintenance personnel mark the transaction assistance service request as "Accepted" via electronic device, and a "Party A Work Log Addition (Party A -> Operation Platform)" log is generated, an email and SMS notification to the current handler should be automatically triggered. After saving the entry via electronic device, the maintenance personnel click the "Send to Party A" button. The operation platform on Party B will then assemble and process the message based on the entered elements and send it to Party A.

[0088] In addition, the content of the service logs sent by Party A will not be displayed on the front-end page, but will be displayed directly as attachments. The attachment format can be directly generated as text or Excel using the message format type (no sensitive information identification is performed on the content sent by Party A to Party B), and the attachment format can directly use the interactive message format. If Party B exchanges service logs with Party A multiple times and receives multiple service logs sent by Party A, the time of receipt of the service logs will be reflected in the "Logs" section of the service request form on the operation platform, and an SMS will be sent to the current handler of the service request with the content: "You have received a new service log for Party A's transaction investigation request form: SXXXXXX. Please log in to the operation platform to view it." After the service request is processed, the operator on Party B can click "Resolve" to resolve this work order, and the service request work order on Party B will be forwarded to the work order creator. A prompt message will be added when the maintenance personnel on Party B click "Resolve" (the "Resolve" operation of the work order does not interact with Party A; if interaction is required, please click "Process Transaction Investigation"). The role that created the service request ticket can click "Close" to close the ticket and send a completion notification message to the client for transaction verification and closure. If a service request from the vendor has been added to the "Operation Platform Work Log (Operation Platform -> Client)" log but has not been closed, the service request will be automatically closed after two business days from ticket creation, and the closure status will be synchronized to the client. When the service request status from the vendor is "Pending Closure" (the service request process is complete, and the ticket has been transferred to the service request submitter), the client can also send a completion notification message. Upon receiving this message, the operation platform will close the service request. Starting from the service request creation time from the vendor, if the service request is not closed within one business day, a reminder email and SMS will be sent; if it is not closed within two business days, a timeout email and SMS will be sent.

[0089] 307. Received work log information sent by the monitoring and alarm device.

[0090] For example, this step can be referred to as step 203, which will not be repeated here.

[0091] 308. Based on the interconnection interface, send a second response message to the monitoring and alarm device according to the work log information; wherein the second response message indicates that the current work log information has been accepted.

[0092] The work log information includes additional fault information, which includes additional dispatched service fault information or fault recovery information.

[0093] For example, combined Figure 6 Once the client's monitoring and alarm equipment detects an anomaly for the first time and issues a notification for assistance, the monitoring and alarm equipment will issue additional fault information or fault recovery information (details of business impact, business recovery time, etc.). This additional information message will be consistent with the master order. Upon receiving the work log information, the electronic equipment's operating platform will respond to the client via a response message, i.e., the second response message.

[0094] 309. Add the work log information to the event log form; and generate corresponding log prompts and alarm handling logs for the work log information; wherein, the log prompts are used to prompt the user to process the work log information.

[0095] For example, after receiving the work log information, the operating platform of the electronic device automatically merges it into the attachment of the previous associated dispatch event form, i.e., the event record form, based on the transaction serial number of Party A, and generates a log prompt message. This prompts business personnel to process the work log information via SMS and email. At the same time, based on the electronic device, a processing log entry is added to the event form processing log: "XX: XX, received additional information from Party A".

[0096] 310. Based on the event handling page, respond to the user's action on the first feedback function button; and based on the interconnection interface, send the service recovery information input by the user to the monitoring and alarm equipment; wherein, the service recovery information represents the current service recovery status.

[0097] For example, this step can be referred to as step 204, which will not be repeated here.

[0098] 311. Based on the event handling page, responding to the user's action on the second feedback function button, and based on the interconnection interface, send the event cause information input by the user to the monitoring and alarm equipment; wherein, the event cause information represents the cause of the current business service abnormal event.

[0099] For example, this step can be referred to as step 205, which will not be repeated here.

[0100] One example also includes:

[0101] The first step is to determine if a preset field exists in the service alarm information, then display the reporting function button on the event handling page and generate a notification message; the notification message indicates that the user needs to report materials from a third-party organization.

[0102] The second step is to respond to the user's action on the reporting function button and send the user-input reporting information to the monitoring and alarm equipment based on the interconnection interface; wherein, the reporting information represents the reporting information of third-party organizations related to the abnormal event of the current business service.

[0103] For example, combined Figure 6 Based on electronic devices, when a message is received from the monitoring and alarm equipment of Party A, if the service alarm information in the message contains a preset field for "reaching the conditions for reporting to a third-party organization," the electronic device will display a reporting function button on the event handling page, generate a notification message, and notify relevant departments and personnel via SMS and email. Party B's operations and maintenance personnel, through the event handling page, click the "Report Third-Party Organization Materials to Party A" button (the reporting function button) to send the user-input reporting information—that is, the third-party organization material reporting information related to the current business service anomaly—to the monitoring and alarm equipment, and then feed it back to Party A through the interconnection interface specifications.

[0104] The input fields for the "Submit materials from third-party organizations to Party A" page are shown in Table 6 below, with * indicating required fields.

[0105] Table 6

[0106] Event Summary* Fill in according to the actual situation. Reasons for the abnormality* Fill in according to the actual situation.

[0107] One example also includes:

[0108] Step 1: In response to the auxiliary information sent by the monitoring and alarm device, and based on the interconnection interface, send a third response message to the monitoring and alarm device; wherein, the third response message indicates that the current auxiliary information has been accepted.

[0109] Step 2: Generate auxiliary prompts corresponding to the auxiliary information; the auxiliary prompts are used to prompt the user to process the auxiliary information.

[0110] Step 3: In response to the user's action on the auxiliary notification function button, display at least one piece of historical auxiliary information; wherein, the historical auxiliary information has message elements; the message elements are used to query historical auxiliary information.

[0111] Specifically, in combination Figure 6 When the monitoring and alarm equipment of Party A issues auxiliary information indicating that a fault has triggered other organizations to suspend or limit transactions related to Party A's channel business, the operating platform of the electronic device receives the message and automatically sends a third-party response message, such as "Under investigation," to Party A's monitoring and alarm equipment via the interconnection interface specification. The platform also sends a notification containing auxiliary information to relevant personnel via SMS and email. The operating platform of the electronic device saves the auxiliary information message and adds a "Party A Auxiliary Notification" menu to the event order module. Party B's maintenance personnel can click on the displayed "Party A Auxiliary Notification" on the electronic device to view all historical auxiliary notifications and provide a filter / search function based on conditions. The displayed content is arranged according to the "message elements" of Party A's event auxiliary notification request message, and the search conditions include all "message elements" of Party A's event auxiliary notification request message.

[0112] For example, after an electronic device responds to a request message corresponding to auxiliary information sent by a monitoring and alarm device, the electronic device automatically replies with a message and triggers SMS and email notifications. For instance, the SMS and email content might be: "Received auxiliary notification from Party A regarding the event; SMS and email notifications sent to relevant personnel." The request message content includes: message elements, <tag>The transmission attributes and types, and message elements include transaction information, transaction serial number, request message type, client's order number, member unit's order number, transaction date and time, auxiliary notification information type, affected institution identifier, affected institution name, supplementary explanation, contact information set, contact person's name, and contact information. Specifically, when both "auxiliary notification information type" and "request message type" are 01, it represents a service circuit breaker notification. When the sender sends this to the receiver, the receiver must reply with "auxiliary notification information type" 01 and "request message type" 03, and explain in the "supplementary explanation"; the same applies when "auxiliary notification information type" is 03 or 04. When "auxiliary notification information type" is 02 and "request message type" is 01, it represents a fault information notification; when "auxiliary notification information type" is 02 and "request message type" is 03, it represents additional fault information; when "auxiliary notification information type" is 02 and "request message type" is 04, it represents fault recovery, as shown in Table 7 below.

[0113] Table 7

[0114] Business Circuit Breaker 01 Business failure 02 Transaction flow restriction 03 Store-and-forward 04 other 00

[0115] One example also includes:

[0116] Step 1: In response to the work reminder message sent by the monitoring and alarm device, and based on the interconnection interface, send a fourth response message to the monitoring and alarm device; wherein, the work reminder message is generated based on the fact that the first response message has not been received within a preset time period; the fourth response message indicates that the current work reminder message has been accepted.

[0117] Step 2: Add the work reminder information to the event log; and generate a reminder message; the reminder message is used to prompt the user to troubleshoot and handle service anomalies.

[0118] For example, Party A's end is a monitoring and alarm device, and Party B's end is an electronic device. Based on the work reminder process between the two parties, when Party A sends a transaction investigation or incident failure notification, and Party B fails to provide feedback on the investigation status for an extended period, Party A will initiate a work reminder. Upon receiving this, the operation platform will automatically merge it into the previous dispatched relevant service request or incident order and trigger SMS and email notifications. After receiving the work reminder information from Party A, Party B will automatically merge it into the processing log of the previous dispatched relevant service request or incident order and trigger SMS and email notifications. The scope of SMS and email notifications is the personnel handling the current service request or incident order. When Party B sends a transaction investigation or incident failure notification through the interconnection interface, and Party A fails to provide feedback on the investigation status for an extended period, Party B will initiate a work reminder to Party A through the operation platform. A "Work Reminder" button will be added to Party B's incident processing page or service request transaction investigation page. This button is used to fill in reminder information, expected completion time, etc. After Party B submits the information, it will provide feedback to Party A through the interconnection interface. A "Work Expediting" button has been added to the event handling page or service request transaction investigation page on the client side, for filling in expediting information, expected completion time, etc. After submission, feedback is sent to the client side via the interconnection interface. The client side sends back the response code information via the interconnection interface. The information corresponding to this response code is shown in Table 8 below.

[0119] Table 8

[0120] 0000 success 0001 Required fields missing Failure to organize messages as required 0002 Field format error Incorrect field data type used 0003 Unrecognized field Field encoding issue, or inability to parse. 0004 Undefined field Field identifier does not exist 0005 Invalid signature 0006 The key does not exist. 0007 No permission to query this information The organization that initiated the query does not have permission to query this information. 0008 The query time is incorrect.

[0121] In this embodiment, based on the above embodiments, the transaction investigation process is interconnected across units through an inter-interface interface, improving information transmission efficiency and reusability, accelerating problem-solving efficiency, and providing better operational support services for the client's monitoring and alarm equipment. When a customer discovers a transaction failure, they submit it to the monitoring and alarm equipment to inquire about the cause. If the problem is found to be caused by the client's monitoring and alarm equipment, the confirmed cause is fed back to the customer, and corresponding operational services are provided. If the problem is found to be caused by the vendor's electronic equipment, the agency collaborates with relevant institutions to investigate, clarifies the cause, and assists the institution in informing the customer, thereby improving card usage services.

[0122] Figure 7 This is a schematic diagram of the structure of a service alarm information processing device provided in an embodiment of this application, as shown below. Figure 7 As shown, the device includes:

[0123] The response module 401 is used to respond to the service alarm information sent by the monitoring and alarm device, generate an event log corresponding to the service alarm information based on the interconnection interface, and send a first response message to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated.

[0124] The assistance module 402 is used to respond to the user's action on the assistance function button based on the event handling page; and to send assistance service requests to the monitoring and alarm devices based on the interconnection interface; wherein, the assistance service request is used to request assistance service processing;

[0125] The troubleshooting module 403 is used to receive work log information sent by the monitoring and alarm devices; and to perform service anomaly troubleshooting and processing based on the work log information.

[0126] The first feedback module 404 is used to respond to the user's action on the first feedback function button based on the event handling page; and to send the user-inputted service recovery information to the monitoring and alarm equipment based on the interconnection interface; wherein, the service recovery information represents the current service recovery status;

[0127] The second feedback module 405 is used to respond to the user's action on the second feedback function button based on the event processing page, and to send the event cause information input by the user to the monitoring and alarm device based on the interconnection interface; wherein, the event cause information represents the cause of the current business service abnormal event.

[0128] In one example, the assistance module 402 is specifically used for: based on the event handling page, responding to the user's action on the "Create" function button, and assembling the elements of the assistance service request input by the user to obtain the assistance service request; responding to the user's action on the "Save" function button, checking and processing the assistance service request; if it is determined that the assistance service request has passed the check and been saved successfully, then displaying the "Submit" function button; responding to the user's action on the "Submit" function button, displaying the "Assistance" function button; responding to the action on the "Assistance" function button; and sending the assistance service request to the monitoring and alarm device based on the interconnection interface.

[0129] In one example, the event handling page also includes an update button and a cancel button; the assistance module 402 is further specifically used to: update the assistance service request in response to the action of the update button; or cancel the sending of the assistance service request in response to the action of the cancel button.

[0130] In one example, the work log information includes additional fault information, which includes additional dispatched service fault information or fault recovery information; the investigation module 403 is specifically used to: based on the interconnection interface, send a second response message to the monitoring and alarm device according to the work log information; wherein, the second response message indicates that the current work log information has been accepted; add the work log information to the event log; and generate log prompt information and alarm processing log corresponding to the work log information; wherein, the log prompt information is used to prompt the user to process the work log information.

[0131] In one example, the device is also configured to: if it is determined that a preset field exists in the service alarm information, display a reporting function button on the event handling page and generate a notification message; wherein the notification message indicates that the user needs to report materials from a third-party organization; in response to the user's action on the reporting function button, send the user-input reporting information to the monitoring alarm device based on the interconnection interface; wherein the reporting information indicates the reporting information of materials from a third-party organization related to the current abnormal event of the business service.

[0132] In one example, the device is further configured to: respond to auxiliary information sent by a monitoring and alarm device, and send a third response message to the monitoring and alarm device based on an interconnection interface; wherein the third response message indicates that the current auxiliary information has been accepted; generate auxiliary prompt information corresponding to the auxiliary information; wherein the auxiliary prompt information is used to prompt the user to process the auxiliary information; and display at least one historical auxiliary information in response to the user activating the auxiliary notification function button; wherein the historical auxiliary information has message elements; and the message elements are used to query historical auxiliary information.

[0133] In one example, the device is further configured to: respond to a work reminder message sent by a monitoring and alarm device, and send a fourth response message to the monitoring and alarm device based on an interconnection interface; wherein the work reminder message is generated based on the fact that a first response message has not been received within a preset time period; the fourth response message indicates that the current work reminder message has been accepted; add the work reminder message to an event log; and generate a reminder prompt message; wherein the reminder prompt message is used to prompt the user to troubleshoot service anomalies.

[0134] The apparatus in this embodiment can execute the technical solutions in the above method. Its specific implementation process and technical principles are the same, and will not be repeated here.

[0135] Figure 8 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application, such as... Figure 8 As shown, the electronic device includes: a memory 501 and a processor 502; the memory 501 is a memory used to store instructions executable by the processor 502.

[0136] The processor 502 is configured to perform the method provided in the above embodiments.

[0137] The electronic device 500 also includes a receiver 503 and a transmitter 504. The receiver 503 is used to receive instructions and data sent by other devices, and the transmitter 504 is used to send instructions and data to external devices.

[0138] The specific implementation process of the processor can be found in the above method embodiments, and its implementation principle and technical effect are similar, so it will not be repeated here.

[0139] In the above embodiments, it should be understood that the processor can be a Central Processing Unit (CPU), or other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), etc. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the method disclosed in this invention can be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules within the processor.

[0140] This application also provides a chip for executing instructions, which is used to execute the technical solutions of the processing methods described above.

[0141] This application also provides a computer-readable storage medium storing computer-executable instructions. When the computer-executable instructions are run on a computer, the computer executes the technical solution of the processing method described in the above embodiments.

[0142] The aforementioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory, electrically erasable programmable read-only memory, erasable programmable read-only memory, programmable read-only memory, read-only memory, magnetic storage, flash memory, magnetic disk, or optical disk. The readable storage medium can be any available medium accessible to a general-purpose or special-purpose computer.

[0143] An exemplary readable storage medium is coupled to a processor, enabling the processor to read information from and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can reside in an application-specific integrated circuit (ASIC). Alternatively, the processor and the readable storage medium can exist as discrete components in the device.

[0144] This application also provides a computer program product, which includes a computer program stored in a computer-readable storage medium. At least one processor can read the computer program from the computer-readable storage medium, and when the at least one processor executes the computer program, it can implement the technical solution of the processing method in the above embodiments.

[0145] This application also provides a computer program product, including a computer program that, when executed by a processor, implements the above-described method.

[0146] This application also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, implement the above-described method.

[0147] The aforementioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk. The readable storage medium can be any available medium accessible to a general-purpose or special-purpose computer.

[0148] Those skilled in the art will understand that all or part of the steps of the above-described method embodiments can be implemented by hardware related to program instructions. The aforementioned program can be stored in a computer-readable storage medium. When executed, the program performs the steps of the above-described method embodiments; and the aforementioned storage medium includes various media capable of storing program code, such as ROM, RAM, magnetic disks, or optical disks.

[0149] Finally, it should be noted that other embodiments of the invention will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This invention is intended to cover any variations, uses, or adaptations of the invention that follow the general principles of the invention and include common knowledge or customary techniques in the art not disclosed herein, and is not limited to the precise structures described above and shown in the accompanying drawings, and various modifications and changes can be made without departing from its scope. The scope of the invention is limited only by the appended claims.< / tag> < / tag> < / tag> < / tag>

Claims

1. A method for processing service alarm information, characterized in that, include: In response to service alarm information sent by monitoring and alarm devices, based on the interconnection interface, the message information in the service alarm information is automatically filled in and an event log corresponding to the service alarm information is generated. And send a first response message to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated; Based on the event handling page, in response to the user's action on the assistance function button, the elements of the assistance service request input by the user are assembled into an assistance service request, and the assistance service request is sent to the monitoring and alarm device based on the interconnection interface; wherein, the assistance service request is used to request assistance service processing; In response to the assistance service request, the system receives work log information sent by the monitoring and alarm device; wherein, the work log information includes additional fault information, which includes additional dispatched service fault information or fault recovery information; Based on the interconnection interface, and according to the work log information, a second response message is sent to the monitoring and alarm device; wherein, the second response message indicates that the current work log information has been accepted; The work log information is added to the event log form, and log prompt information and alarm processing logs corresponding to the work log information are generated; wherein, the log prompt information is used to prompt the user to process the work log information; Based on the event handling page, in response to the user's action on the first feedback function button; and based on the interconnection interface, sending the service recovery information input by the user to the monitoring and alarm device; wherein, the service recovery information represents the recovery status of the current service; Based on the event handling page, in response to the user's action on the second feedback function button, and based on the interconnection interface, the event cause information input by the user is sent to the monitoring and alarm device; wherein, the event cause information represents the cause of the current business service abnormal event.

2. The method according to claim 1, characterized in that, Based on the event handling page, respond to the user's action on the collaborative investigation function button; And based on the interconnection interface, send a cooperation service request to the monitoring and alarm device, including: Based on the event handling page, in response to the user's action on the new function button, the elements of the assistance service request input by the user are assembled to obtain the assistance service request; In response to the user's action on the first save function button, the assistance service request is checked and processed; If the investigation service request is confirmed to have passed the inspection and been saved successfully, the submit button will be displayed. In response to the user's action on the submit button, the assistance button is displayed; In response to the user's action on the collaborative investigation function button, and based on the interconnection interface, the collaborative investigation service request is sent to the monitoring and alarm device.

3. The method according to claim 2, characterized in that, The event handling page also includes an update button and a cancel button; the method further includes: In response to the action of the update function button, the query service request is updated. Alternatively, in response to the action of the cancel function button, the request to send the assistance service is canceled.

4. The method according to claim 1, characterized in that, The method further includes: If it is determined that a preset field exists in the service alarm information, then based on the event handling page, a reporting function button is displayed, and a notification message is generated; wherein, the notification message indicates that the user needs to report materials from a third-party organization. In response to the user's action on the reporting function button, and based on the interconnection interface, the reporting information input by the user is sent to the monitoring and alarm device; wherein, the reporting information represents the reporting information of materials from third-party organizations related to the abnormal event of the current business service.

5. The method according to claim 1, characterized in that, The method further includes: In response to the auxiliary information sent by the monitoring and alarm device, and based on the interconnection interface, a third response message is sent to the monitoring and alarm device; wherein, the third response message indicates that the current auxiliary information has been accepted; Generate auxiliary prompt information corresponding to the auxiliary information; wherein, the auxiliary prompt information is used to prompt the user to process the auxiliary information; In response to the user's action on the assistance notification function button, at least one piece of historical assistance information is displayed; wherein, the historical assistance information has message elements; the message elements are used to query historical assistance information.

6. The method according to any one of claims 1-5, characterized in that, The method further includes: In response to the work reminder information sent by the monitoring and alarm device, and based on the interconnection interface, a fourth response message is sent to the monitoring and alarm device; wherein, the work reminder information is generated based on the fact that no first response message has been received within a preset time period; the fourth response message indicates that the current work reminder information has been accepted. The work reminder information is added to the event log; and a reminder message is generated; wherein the reminder message is used to prompt the user to troubleshoot and handle service anomalies.

7. A device for processing service alarm information, characterized in that, include: The response module is used to respond to service alarm information sent by monitoring and alarm devices. Based on the interconnection interface, it automatically fills in the message information in the service alarm information and generates an event log corresponding to the service alarm information. And send a first response message to the monitoring and alarm device; wherein, the first response message indicates that the abnormal business service event represented by the service alarm information is being accepted and investigated; The assistance module is used to, based on the event handling page, respond to the user's action on the assistance function button, assemble the elements of the assistance service request input by the user into an assistance service request; and send the assistance service request to the monitoring and alarm device based on the interconnection interface; wherein, the assistance service request is used to request assistance service processing; The investigation module is used to respond to the assistance service request, receive the work log information sent by the monitoring alarm device, and perform service anomaly investigation and processing based on the work log information; The first feedback module is used to respond to the user's action on the first feedback function button based on the event handling page; and to send the service recovery information input by the user to the monitoring and alarm device based on the interconnection interface; wherein the service recovery information represents the recovery status of the current service. The second feedback module is used to respond to the user's action on the second feedback function button based on the event processing page, and to send the event cause information input by the user to the monitoring and alarm device based on the interconnection interface; wherein, the event cause information represents the cause of the current business service abnormal event. The work log information includes additional fault information, which includes additional dispatched service fault information or fault recovery information; The investigation module is specifically used to send a second response message to the monitoring and alarm device based on the interconnection interface and the work log information; wherein, the second response message indicates that the current work log information has been accepted; The work log information is added to the event log sheet; and log prompts and alarm processing logs corresponding to the work log information are generated; wherein, the log prompts are used to prompt the user to process the work log information.

8. An electronic device, characterized in that, include: Memory, processor; The memory stores computer-executed instructions; The processor executes computer execution instructions stored in the memory, causing the processor to perform the method as described in any one of claims 1-6.

9. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores computer-executable instructions, which, when executed by a processor, are used to implement the method as described in any one of claims 1-6.

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