Operation and maintenance fault processing method, system, equipment and medium

Abstract

The invention provides an operation and maintenance fault processing method, system and device and a medium, and the method comprises the steps: obtaining fault return information, carrying out the word segmentation of the fault return information, and obtaining a fault keyword; generating a fault matching instruction according to the fault keyword, and performing matching processing on the fault keyword and pre-arranged historical solutions in a knowledge base according to the fault matching instruction to obtain a first matching score corresponding to each historical solution; obtaining sharing feedback information, and generating a corresponding second matching score for each historical solution according to the sharing feedback information; and determining an optimal fault processing scheme based on the first matching score and the second matching score, and executing a fault processing operation according to the optimal fault processing scheme. The optimal fault processing scheme can be quickly and automatically matched and positioned, the fault problem is solved according to the optimal fault processing scheme, the problems of difficult operation and maintenance and slow operation and maintenance are solved, and stable operation of the system is guaranteed.

Description

Technical Field

[0001] The present invention relates to the field of system operation and maintenance technology, and in particular to an operation and maintenance fault handling method, system, equipment and medium. Background Art

[0002] With the development of technology, more and more companies use systems to support their business. This trend not only improves work efficiency, but also enhances data management and analysis capabilities. By using systems, companies can better track and manage the business processes of various departments, thereby improving overall operational efficiency. At the same time, the operation and maintenance of these systems is also very important. Operation and maintenance can ensure the normal and stable operation of the system. Operation and maintenance troubleshooting has high requirements for operation and maintenance personnel. Problems need to be solved within a certain period of time to ensure normal use by customers.

[0003] First of all, operation and maintenance personnel need to have comprehensive system knowledge, including knowledge of hardware, operating system, network, etc., in order to accurately identify the problem and take correct measures to repair it.

[0004] Secondly, operation and maintenance personnel need to have good problem-solving and analytical skills, and need to be able to quickly locate the root cause of the problem and provide effective solutions. This may require them to perform operations such as log analysis, network packet capture, and performance monitoring in order to fully understand the background and impact of the problem.

[0005] In addition, operation and maintenance personnel also need to have good communication and coordination skills and be able to communicate and cooperate effectively with other team members, suppliers or customers. This is very important for quickly solving problems and reducing system downtime.

[0006] Therefore, as an operation and maintenance personnel, high requirements are placed on technical level, problem-solving ability and communication ability. However, with the frequent turnover of personnel in today's companies, it is a challenge to the smooth operation of the system. If the operation and maintenance personnel are missing or their operation and maintenance capabilities do not meet the requirements, it will cause the system to be difficult and slow to operate, making it difficult to ensure the smooth operation of the system. Summary of the invention

[0007] The embodiments of the present invention provide an operation and maintenance fault handling method, system, device and medium to solve the problems existing in the related technologies. The technical solutions are as follows:

[0008] In a first aspect, an embodiment of the present invention provides an operation and maintenance fault handling method, including:

[0009] Obtain fault return information, perform word segmentation on the fault return information, and obtain fault keywords;

[0010] Generate a fault matching instruction according to the fault keyword, match the fault keyword with the historical solutions pre-arranged in the knowledge base according to the fault matching instruction, and obtain a first matching score corresponding to each historical solution;

[0011] Acquire shared feedback information, and generate a corresponding second matching score for each historical solution according to the shared feedback information;

[0012] An optimal fault handling solution is determined based on the first matching score and the second matching score, and a fault handling operation is performed according to the optimal fault handling solution.

[0013] In one embodiment, the method for constructing a knowledge base includes:

[0014] Receive shared information, extract historical solutions corresponding to historical faults from the shared information, and write all shared historical solutions into the knowledge base;

[0015] Obtain a fault orchestration instruction, perform a fault orchestration operation on the historical solution according to the fault orchestration instruction, and obtain a pre-arranged historical solution.

[0016] In one implementation, the fault orchestration operation includes:

[0017] Associating the historical solution, the predefined fault classification, and the predefined fault code to obtain the orchestration fault classification corresponding to the historical solution and the orchestration fault code corresponding to the historical solution;

[0018] The historical solutions, the custom keywords, and the shared keywords are associated to obtain the arrangement keywords of the historical solutions.

[0019] In one embodiment, the matching process includes:

[0020] Search the knowledge base for the arrangement fault classification associated with the fault return information according to the fault keyword to obtain the target fault code;

[0021] Filter all historical solutions and all arrangement keywords corresponding to the target fault code in the knowledge base;

[0022] According to the KMP algorithm, keyword cyclic matching is performed on the fault keywords and all arrangement keywords of all historical solutions corresponding to the target fault code to obtain a matching result.

[0023] In one implementation, the first matching score is calculated as follows:

[0024] According to the matching results, the matching number of the arrangement keyword and the fault keyword in the same historical solution is counted, and the matching number is used as the first matching score corresponding to the historical solution.

[0025] In one implementation, the second matching score is determined by:

[0026] The like amount of each historical solution is determined according to the shared feedback message, and the like amount is marked as the second matching score.

[0027] In one implementation, the method for determining the best fault handling solution is:

[0028] Multiplying the first matching score and the second matching score of each historical solution by a preset first weight and a preset second weight respectively to obtain a first value and a second value;

[0029] The first value and the second value are accumulated to obtain a final score for each historical solution;

[0030] The historical solution with the highest final score is taken as the best fault handling solution.

[0031] In a second aspect, an embodiment of the present invention provides an operation and maintenance fault handling system, which executes the operation and maintenance fault handling method as described above.

[0032] In a third aspect, an embodiment of the present invention provides an electronic device, the device comprising: a memory and a processor. The memory and the processor communicate with each other through an internal connection path, the memory is used to store instructions, the processor is used to execute the instructions stored in the memory, and when the processor executes the instructions stored in the memory, the processor executes the method in any one of the above-mentioned embodiments.

[0033] In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, which stores a computer program. When the computer program runs on a computer, the method in any one of the above-mentioned embodiments is executed.

[0034] The advantages or beneficial effects of the above technical solution include at least:

[0035] The present invention establishes a knowledge base in advance through self-compilation, matches the keywords of the fault return information with the historical solutions in the knowledge base, and then combines the number of likes of the historical solutions to count the historical solutions with the highest scores as the best fault handling solutions. The present invention can quickly and automatically match and locate the best fault handling solution and solve the fault problem according to the best fault handling solution; and can collect the feedback on the use of solutions by different operation and maintenance personnel in the practical process of fault repair in a shared manner, and use this as a basis to correct the solutions in the knowledge base, improve the problems of difficult and slow operation and maintenance, and ensure the smooth operation of the system.

[0036] The above summary is for illustrative purposes only and is not intended to be limiting in any way. In addition to the illustrative aspects, embodiments and features described above, further aspects, embodiments and features of the present invention will be readily apparent by reference to the accompanying drawings and the following detailed description. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] In the accompanying drawings, unless otherwise specified, the same reference numerals throughout the multiple drawings represent the same or similar parts or elements. These drawings are not necessarily drawn to scale. It should be understood that these drawings only depict some embodiments disclosed in the present invention and should not be regarded as limiting the scope of the present invention.

[0038] Figure 1 It is a flowchart of the operation and maintenance fault handling method of the present invention;

[0039] Figure 2 The structure block diagram of an electronic device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0040] In the following, only some exemplary embodiments are briefly described. As those skilled in the art will appreciate, the described embodiments may be modified in various ways without departing from the spirit or scope of the present invention. Therefore, the drawings and descriptions are considered to be exemplary and non-restrictive in nature.

[0041] Embodiment 1

[0042] When the operation and maintenance personnel discover a fault while monitoring a system, the conventional way of handling it is that they handle it based on their experience. If it is a fault they have never encountered before, they will ask others or search the Internet for a solution to handle the problem.

[0043] This embodiment provides an operation and maintenance fault handling method, which can match fault solutions by combining machine matching with the number of positive likes. In addition, for the recommendation of fault solutions, operation and maintenance personnel can independently arrange the keywords corresponding to the solutions based on practice, thereby achieving the recommendation strategy of modifying the solution, making the recommendation of the solution more accurate.

[0044] refer to Figure 1 As shown in the figure, the operation and maintenance fault handling method specifically includes the following steps:

[0045] Step S1: Obtain fault return information, perform word segmentation on the fault return information, and obtain fault keywords;

[0046] Step S2: Generate a fault matching instruction according to the fault keyword, match the fault keyword with the historical solutions pre-compiled in the knowledge base according to the fault matching instruction, and obtain a first matching score corresponding to each historical solution;

[0047] Step S3: Acquire shared feedback information, and generate a corresponding second matching score for each historical solution according to the shared feedback information;

[0048] Step S4: determining an optimal fault handling solution based on the first matching score and the second matching score, and performing a fault handling operation according to the optimal fault handling solution.

[0049] Before performing operation and maintenance fault handling, it is necessary to predefine the fault and alarm classification. Based on the technology, equipment, business and other aspects of the monitored system, the possible faults and alarms are classified to a certain extent. As shown in Table 1, all possible faults are divided into multiple major fault categories, and the different fault contents of each major fault category are fault coded; JVM is the abbreviation of Java Virtual Machine.

[0050] Table 1 Predefined table of fault classification

[0051]

[0052]

[0053] In addition, a knowledge base needs to be built in advance. The methods for building a knowledge base include:

[0054] Receive shared information, extract historical solutions corresponding to historical faults from the shared information, and write all shared historical solutions into the knowledge base;

[0055] Obtain a fault orchestration instruction, perform a fault orchestration operation on the historical solution according to the fault orchestration instruction, and obtain a pre-arranged historical solution.

[0056] The construction of the knowledge base is mainly based on the collection of historical solutions shared by different operation and maintenance personnel. When a fault is resolved, the operation and maintenance personnel can record the corresponding solution for the current fault and upload the solution to the knowledge base as knowledge accumulation, so that when the same problem is encountered later, it can be handled in the same way.

[0057] In addition, operation and maintenance personnel can also perform fault orchestration operations on historical solutions in the knowledge base. Fault orchestration operations mainly involve associating historical solutions with fault classification and fault coding; associating historical solutions with existing keywords; and associating historical solutions with custom keywords.

[0058] Specifically, the historical solution is associated with the fault classification and fault code, which is to associate the historical solution with the predefined fault classification and the predefined fault code in Table 1 to obtain the orchestration fault classification and orchestration fault code corresponding to the historical solution; for example, the solution to the database read fault can be associated with the database classification (SQL-001), and the solution to the in-transit fault when placing an order can be associated with the order business classification (ORD-001).

[0059] The historical solution is associated with existing keywords, which is to associate the historical solution with the shared keywords, that is, to select keywords related to the characteristics, applicable scenarios, and operation steps of the historical solution from the keywords generated by the intelligent word segmentation of the fault return information, and obtain the arrangement keywords of the historical solution. Among them, the shared keywords refer to the keywords obtained by each operation and maintenance personnel through the intelligent word segmentation of the historical fault return information that has occurred. The keywords obtained by the intelligent word segmentation are connected to the historical solution and shared to the knowledge base for recording and storage.

[0060] When associating historical solutions with custom keywords, if the existing shared keywords in the knowledge base cannot meet the association requirements, the operation and maintenance personnel can expand them through custom keywords, and mark them with custom keywords according to the fault information and operation steps that the historical solutions need to solve, so as to achieve a flexible arrangement effect.

[0061] The historical solutions in the knowledge base are shared by the operation and maintenance personnel in the group. The operation and maintenance personnel can like, comment on, and perform other operations on the solutions based on the actual problem solving situation. Ultimately, when encountering a certain fault, they can automatically match the best solution.

[0062] After the knowledge base is built, the fault return information returned during the real-time operation of the system can be obtained, and the fault return information can be segmented to obtain fault keywords.

[0063] The word segmentation process can be implemented using the IK word segmenter plug-in. The IK word segmenter is a standard Chinese word segmenter that can segment domains according to the defined dictionary and supports users to configure their own dictionaries. In addition to segmenting according to common habits, it can also customize the segmentation. Through keyword intelligent segmentation, the system can decompose the information returned by the fault and extract the fault keywords. These fault keywords can be words related to the fault type, fault cause, etc. If the information returned by the fault is "[SQL-001] Database read exception DatabaseOperationException", it can be divided into database, read exception, and DatabaseOperationException. It helps the operation and maintenance personnel to select existing keywords when performing fault orchestration operations in the subsequent steps.

[0064] After intelligent word segmentation of the fault return information to obtain the fault keywords, the fault keywords are matched with the knowledge base. The matching process includes:

[0065] Search the knowledge base for the arrangement fault classification associated with the fault return information according to the fault keyword to obtain the target fault code;

[0066] Filter all historical solutions and all arrangement keywords corresponding to the target fault code in the knowledge base;

[0067] According to the KMP algorithm, keyword circular matching is performed on the fault keywords and all arrangement keywords of all historical solutions corresponding to the target fault code to obtain matching results, and the first matching score of the historical solution is calculated according to the matching results.

[0068] For historical solutions in the knowledge base that are not related to the fault keyword, the corresponding first matching score is directly assigned a value of zero.

[0069] For example, if the fault type in the fault keyword is database, then all historical solutions with the same orchestration fault classification as database and all orchestration keywords corresponding to all historical solutions with the same orchestration fault classification as database are found in the knowledge base, and they are matched with the fault keyword. However, the first matching score corresponding to the historical solutions with the orchestration fault classification other than database in the knowledge base is zero.

[0070] The keyword matching uses the KMP algorithm, which is an improved string matching algorithm. The core of the algorithm is to use the information after the matching failure to minimize the number of matches between the pattern string and the main string to achieve the purpose of fast matching. In this embodiment, the string composed of the fault keywords after the intelligent word segmentation of the current fault is used as the main string, and each keyword of the existing historical solution is used as a substring. The keyword is cyclically matched through the KMP algorithm. If the match is successful, the score is +1.

[0071] This is equivalent to counting the number of matches between the arrangement keywords and the fault keywords in the same historical solution according to the matching results, and using the value of the number of matches as the first matching score corresponding to the historical solution. If the match is not successful, the arrangement content of the historical solution in the knowledge base can be added or modified, or the fault keywords in the fault return information can be modified, and then re-matching can be performed.

[0072] In addition, during the construction of the knowledge base or during the execution of steps S1 and S2, shared feedback messages from various operation and maintenance personnel can be obtained. The shared feedback messages can be likes and comments. The likes of each historical solution are determined based on the shared feedback messages, and the numerical value of the likes is directly used as the second matching score.

[0073] Among them, if there are comments in the shared feedback message, the comments can be semantically analyzed through natural language analysis methods to analyze whether the comment is a positive or negative review. If it is a positive comment, the number of likes can be increased from the existing number of likes. If it is a negative comment, the number of likes can be reduced from the existing number of likes.

[0074] After the above processing, the first matching score of each historical solution is multiplied by the preset first weight to obtain a first value, and the second matching score is multiplied by the preset second weight to obtain a second value; the first weight can be 70%, and the second weight can be 30%; then the first value and the second value are added together to obtain the final score of each historical solution, and the top 5 historical solutions with the final scores are displayed on the interface.

[0075] The historical solution with the highest final score is used as the best fault handling solution. A fault handling instruction is generated based on the best fault handling solution, and the system is instructed to perform fault handling operations according to the fault handling instruction. Alternatively, the best fault handling solution is pushed to designated operation and maintenance personnel, who are asked to repair the fault according to the best fault handling solution, thereby speeding up the fault repair process.

[0076] For historical solutions that are automatically matched, if none of them solves the fault, you can perform corrective operations on the solutions at the fault orchestration site and re-match to obtain a new fault solution.

[0077] Embodiment 2

[0078] This embodiment provides an operation and maintenance fault handling system, which executes the operation and maintenance fault handling method as described in the first embodiment; the system includes a word segmentation module, a matching module, a score calculation module and an execution module.

[0079] The word segmentation module is used to obtain fault return information, perform word segmentation on the fault return information, and obtain fault keywords;

[0080] The matching module is used to generate a fault matching instruction according to the fault keyword, and match the fault keyword with the historical solution pre-compiled in the knowledge base according to the fault matching instruction;

[0081] The score calculation module is used to obtain a first matching score corresponding to each historical solution according to the matching processing result, and to generate a corresponding second matching score for each historical solution according to the shared feedback information, and to determine the best fault handling solution based on the first matching score and the second matching score.

[0082] The execution module is used to generate a fault handling instruction according to the best fault handling solution and execute the fault handling operation according to the fault handling instruction.

[0083] This embodiment matches solutions to faults by combining machine matching + positive reviews (experience), which is different from traditional rigid solution recommendations. In addition, for the recommendation of fault solutions, operation and maintenance personnel can perform autonomous corrective operations based on practice, making the recommendation of solutions more accurate.

[0084] In summary, the above two points can greatly improve the speed and accuracy of troubleshooting for operation and maintenance personnel.

[0085] The functions of the various modules of the system of the embodiment of the present invention can be found in the corresponding description of the above method, which will not be repeated here.

[0086] Embodiment 3

[0087] Figure 2 FIG. 2 shows a structural block diagram of an electronic device according to an embodiment of the present invention. Figure 2 As shown, the electronic device includes: a memory 100 and a processor 200, wherein the memory 100 stores a computer program that can be run on the processor 200. When the processor 200 executes the computer program, the operation and maintenance fault handling method in the above embodiment is implemented. The number of the memory 100 and the processor 200 can be one or more.

[0088] The electronic device also includes:

[0089] The communication interface 300 is used to communicate with external devices and perform data exchange transmission.

[0090] If the memory 100, the processor 200 and the communication interface 300 are implemented independently, the memory 100, the processor 200 and the communication interface 300 can be connected to each other through a bus and communicate with each other. The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus or an Extended Industry Standard Architecture (EISA) bus. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 2 Only one thick line is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0091] Optionally, in a specific implementation, if the memory 100, the processor 200 and the communication interface 300 are integrated on a chip, the memory 100, the processor 200 and the communication interface 300 can communicate with each other through an internal interface.

[0092] An embodiment of the present invention provides a computer-readable storage medium storing a computer program, which implements the method provided in the embodiment of the present invention when the program is executed by a processor.

[0093] An embodiment of the present invention further provides a chip, which includes a processor for calling and executing instructions stored in the memory from the memory, so that a communication device equipped with the chip executes the method provided by the embodiment of the present invention.

[0094] An embodiment of the present invention also provides a chip, including: an input interface, an output interface, a processor and a memory, wherein the input interface, the output interface, the processor and the memory are connected via an internal connection path, and the processor is used to execute the code in the memory. When the code is executed, the processor is used to execute the method provided by the embodiment of the invention.

[0095] It should be understood that the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (ASIC), field programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or any conventional processor, etc. It is worth noting that the processor may be a processor supporting the advanced RISC machines (ARM) architecture.

[0096] Further, optionally, the above-mentioned memory may include a read-only memory and a random access memory, and may also include a non-volatile random access memory. The memory may be a volatile memory or a non-volatile memory, or may include both volatile and non-volatile memories. Among them, the non-volatile memory may include a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may include a random access memory (RAM), which is used as an external cache. By way of example but not limitation, many forms of RAM are available. For example, static RAM (SRAM), dynamic random access memory (DRAM), synchronous DRAM (SDRAM), double data rate synchronous dynamic random access memory (DDR SDRAM), enhanced synchronous dynamic random access memory (ESDRAM), synchronous link dynamic random access memory (SLDRAM) and direct rambus RAM (DR RAM).

[0097] In the above embodiments, it can be implemented in whole or in part by software, hardware, firmware or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the process or function according to the present invention is generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable device. The computer instructions can be stored in a computer-readable storage medium, or transmitted from one computer-readable storage medium to another computer-readable storage medium.

[0098] In the description of this specification, the description with reference to the terms "one embodiment", "some embodiments", "example", "specific example", or "some examples" means that the specific features, structures, materials or characteristics described in conjunction with the embodiment or example are included in at least one embodiment or example of the present invention. Moreover, the specific features, structures, materials or characteristics described may be combined in any one or more embodiments or examples in a suitable manner. In addition, those skilled in the art may combine and combine different embodiments or examples described in this specification and the features of different embodiments or examples, unless they are contradictory.

[0099] In addition, the terms "first" and "second" are used for descriptive purposes only and should not be understood as indicating or implying relative importance or implicitly indicating the number of the indicated technical features. Therefore, the features defined as "first" and "second" may explicitly or implicitly include at least one of the features. In the description of the present invention, the meaning of "plurality" is two or more, unless otherwise clearly and specifically defined.

[0100] Any process or method description in the flow chart or otherwise described herein can be understood to represent a module, segment or portion of a code including one or more executable instructions for implementing the steps of a specific logical function or process. And the scope of the preferred embodiment of the present invention includes other implementations, in which the functions may not be performed in the order shown or discussed, including in a substantially simultaneous manner or in a reverse order according to the functions involved.

[0101] The logic and / or steps represented in the flowchart or otherwise described herein, for example, can be considered as an ordered list of executable instructions for implementing logical functions, which can be embodied in any computer-readable medium for use by an instruction execution system, apparatus or device (such as a computer-based system, a system including a processor or other system that can fetch instructions from an instruction execution system, apparatus or device and execute instructions), or used in combination with these instruction execution systems, apparatuses or devices.

[0102] It should be understood that the various parts of the present invention can be implemented by hardware, software, firmware or a combination thereof. In the above embodiments, multiple steps or methods can be implemented by software or firmware stored in a memory and executed by a suitable instruction execution system. All or part of the steps of the above embodiment method can be completed by instructing the relevant hardware through a program, which can be stored in a computer-readable storage medium, and when the program is executed, it includes one of the steps of the method embodiment or a combination thereof.

[0103] In addition, each functional unit in each embodiment of the present invention may be integrated into a processing module, or each unit may exist physically separately, or two or more units may be integrated into one module. The above-mentioned integrated module may be implemented in the form of hardware or in the form of a software functional module. If the above-mentioned integrated module is implemented in the form of a software functional module and sold or used as an independent product, it may also be stored in a computer-readable storage medium. The storage medium may be a read-only memory, a disk or an optical disk, etc.

[0104] The above is only a specific embodiment of the present invention, but the protection scope of the present invention is not limited thereto. Any person skilled in the art can easily think of various changes or substitutions within the technical scope disclosed by the present invention, which should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention should be based on the protection scope of the claims.

Claims

1. A method for handling operation and maintenance faults, It is characterized in that include: Acquire fault return information, perform word segmentation processing on the fault return information, and obtain fault keywords; generating a fault matching instruction according to the fault keyword, matching the fault keyword with a historical solution pre-arranged in a knowledge base according to the fault matching instruction, and obtaining a first matching score corresponding to each of the historical solutions; Acquire shared feedback information, and generate a corresponding second matching score for each of the historical solutions according to the shared feedback information; An optimal fault handling solution is determined based on the first matching score and the second matching score, and a fault handling operation is performed according to the optimal fault handling solution.

2. The operation and maintenance fault handling method according to claim 1, It is characterized in that The method for constructing the knowledge base includes: Receiving shared information, extracting historical solutions corresponding to historical faults from the shared information, and writing all the shared historical solutions into the knowledge base; A fault arrangement instruction is obtained, and a fault arrangement operation is performed on the historical solution according to the fault arrangement instruction to obtain the pre-arranged historical solution.

3. The operation and maintenance fault handling method according to claim 2, It is characterized in that The fault arrangement operation includes: Associating the historical solution, the predefined fault classification, and the predefined fault code to obtain the orchestration fault classification corresponding to the historical solution and the orchestration fault code corresponding to the historical solution; The historical solution, the user-defined keyword, and the shared keyword are associated to obtain the arrangement keyword of the historical solution.

4. The operation and maintenance fault handling method according to claim 1, It is characterized in that The matching process is as follows: Searching the arrangement fault classification associated with the fault return information in the knowledge base according to the fault keyword to obtain a target fault code; Screening all the historical solutions and all the arrangement keywords corresponding to the target fault code in the knowledge base; According to the KMP algorithm, keyword circular matching is performed on the fault keyword and all the arrangement keywords of all the historical solutions corresponding to the target fault code to obtain a matching result.

5. The operation and maintenance fault handling method according to claim 4, It is characterized in that The calculation method of the first matching score is: According to the matching result, the number of matches between the arrangement keyword and the fault keyword in the same historical solution is counted, and the number of matches is used as a first matching score corresponding to the historical solution.

6. The operation and maintenance fault handling method according to claim 1, It is characterized in that The method for determining the second matching score is: The number of likes for each of the historical solutions is determined according to the shared feedback message, and the number of likes is marked as the second matching score.

7. The operation and maintenance fault handling method according to claim 1, It is characterized in that The method for determining the best fault handling solution is: Multiplying the first matching score and the second matching score of each of the historical solutions by a preset first weight and a preset second weight, respectively, to obtain a first value and a second value; Accumulate the first value and the second value to obtain a final score of each of the historical solutions; The historical solution with the highest final score is used as the best fault handling solution.

8. An operation and maintenance fault handling system, It is characterized in that Execute the operation and maintenance fault handling method as described in any one of claims 1 to 7.

9. An electronic device, It is characterized in that include: A processor and a memory, wherein the memory stores instructions, and the instructions are loaded and executed by the processor to implement the operation and maintenance fault handling method according to any one of claims 1 to 7.

10. A computer-readable storage medium, It is characterized in that The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the operation and maintenance fault handling method according to any one of claims 1 to 7 is implemented.

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