Work order management method and device, equipment, storage medium and product

Abstract

The invention discloses a work order management method and device, equipment, a storage medium and a product, and belongs to the field of computer systems. The method comprises the following steps: receiving a work order creation request of a first work order, wherein the work order type of the first work order is a first type; a first proxy object corresponding to the first type is determined, a proxy method is packaged in the first proxy object, the proxy method comprises a method of a work order of the first type in the work order creation process, and the proxy method comprises sub-process information for processing the work order of the first type; a work order creating main program is run, the first proxy object is called, a first work order is created according to the work order creating request, the work order creating main program comprises a method universal for at least two types of work orders in the work order creating process, and the work order creating main program comprises main process information universal for processing the at least two types of work orders. According to the method, the work order type expansion convenience of the work order management system can be improved, and the operation support system is convenient to carry out work order management-based fault detection, charging and other services.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of computer systems, and particularly to a work order management method, apparatus, device, storage medium, and product. Background Art

[0002] The Operation Support System (OSS) is a network operation business support system that integrates network operation transaction processing, work order management, data management and analysis, and operation support tools, which helps to improve operation quality, efficiency, and user satisfaction.

[0003] In the work order management module of the OSS system in the related art, a chimney-style and decentralized development mode is adopted, and independent development is carried out in units of departments or business lines. Each department or business line has its own development team and technology stack, and independently conducts system design and development.

[0004] However, with the increase in the types of work orders and the differentiation of business requirements, continuous code stacking and lack of general ability precipitation have caused the entire system to gradually fall into the trap of deep customization, black box, and no domain division. After years of accumulation, the system will eventually be unable to be continuously maintained due to being overburdened and will be torn down and rebuilt. Summary of the Invention

[0005] The present application provides a work order management method, apparatus, device, storage medium, and product, and the technical solutions are as follows:

[0006] According to one aspect of the present application, a work order management method is provided, and the method includes:

[0007] Receiving a work order creation request for a first work order, where the work order type of the first work order is a first type;

[0008] Determining a first proxy object corresponding to the first type, where the first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the first type during the work order creation process, and the proxy method includes sub-process information for processing work orders of the first type;

[0009] Running a work order creation main program and calling the first proxy object to create the first work order according to the work order creation request, where the work order creation main program includes methods common to at least two types of work orders during the work order creation process, and the work order creation main program includes main process information for processing work orders of at least two types;

[0010] Among them, the processing process of the first work order includes the main process indicated by the main process information and the sub-process indicated by the sub-process information. The main process is used to implement functions shared by at least two types of work orders, and the sub-process is used to implement functions unique to the first type of work order.

[0011] According to one aspect of the present application, there is provided a work order management device, the device includes:

[0012] A receiving module, configured to receive a work order creation request of a first work order, where the work order type of the first work order is the first type;

[0013] A determining module, configured to determine a first proxy object corresponding to the first type, where the first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the first type during the work order creation process, and the proxy method includes sub-process information for processing the first type of work order;

[0014] A creating module, configured to run a work order creation main program, and call the first proxy object to create the first work order according to the work order creation request. The work order creation main program includes methods common to at least two types of work orders during the work order creation process, and the work order creation main program includes main process information for processing at least two types of work orders in common;

[0015] Among them, the processing process of the first work order includes the main process indicated by the main process information and the sub-process indicated by the sub-process information. The main process is used to implement functions shared by at least two types of work orders, and the sub-process is used to implement functions unique to the first type of work order.

[0016] According to another aspect of the present application, there is provided a computer device, which includes: a processor and a memory. At least one computer program is stored in the memory, and at least one computer program is loaded and executed by the processor to implement the work order management method as described in the above aspect.

[0017] According to another aspect of the present application, there is provided a computer storage medium, in which at least one computer program is stored, and at least one computer program is loaded and executed by the processor to implement the work order management method as described in the above aspect.

[0018] According to another aspect of the present application, there is provided a computer program product, the above computer program product includes a computer program, and the computer program is stored in a computer-readable storage medium; the computer program is read and executed by a processor of a computer device from the computer-readable storage medium, so that the computer device executes the work order management method as described in the above aspect.

[0019] The beneficial effects brought by the technical solution provided in this application at least include:

[0020] For different types of work orders, a proxy object is used to implement the business sub-process of the corresponding type of work order, and a main process is used to implement the same functions of different types of work orders. When creating a work order, the corresponding proxy object can be called according to the work order type to create the work order of that type. The proxy object provides the business sub-process of the work order of that type, and the work order is processed according to the general main process and the dedicated sub-process to achieve work order management. In this way, when developers develop a new type of work order, they do not need to change the main process of work order creation. They only need to encapsulate the independent method of the new work order type into a proxy object, and then they can combine the general work order creation main program by developing a new proxy object, quickly develop a new work order type, improve the development efficiency of new work order types in the work order management system, and adapt to the increasing business differentiation requirements. BRIEF DESCRIPTION OF THE DRAWINGS

[0021] In order to more clearly illustrate the technical solutions in the embodiments of this application, the following will briefly introduce the drawings required for the description of the embodiments. Obviously, the following drawings are only some embodiments of this application. For those of ordinary skill in the art, without creative efforts, other drawings can be obtained based on these drawings.

[0022] Figure 1 It is a schematic diagram of the architecture of a computer system provided by an exemplary embodiment of this application;

[0023] Figure 2 It is a flowchart of a work order management method provided by an exemplary embodiment of this application;

[0024] Figure 3 It is a schematic diagram of a work order creation interface provided by an exemplary embodiment of this application;

[0025] Figure 4 It is a schematic diagram of a work order processing flow provided by an exemplary embodiment of this application;

[0026] Figure 5 It is a flowchart of a work order management method provided by an exemplary embodiment of this application;

[0027] Figure 6 It is a schematic diagram of a work order creation proxy interface provided by an exemplary embodiment of this application;

[0028] Figure 7 It is a flowchart of a work order management method provided by an exemplary embodiment of this application;

[0029] Figure 8 It is a schematic diagram of a work order process display interface provided by an exemplary embodiment of this application;

[0030] Figure 9 It is a schematic diagram of a data operation interface provided by an exemplary embodiment of the present application;

[0031] Figure 10 It is a flowchart of a work order management method provided by an exemplary embodiment of the present application;

[0032] Figure 11 It is a schematic diagram of a work order management method provided by an exemplary embodiment of the present application;

[0033] Figure 12 It is a schematic diagram of a work order management method provided by an exemplary embodiment of the present application;

[0034] Figure 13 It is a block diagram of a work order management device provided by an exemplary embodiment of the present application;

[0035] Figure 14 It is a schematic diagram of the structure of a computer device provided by an exemplary embodiment of the present application. Detailed implementation manners

[0036] To make the objectives, technical solutions, and advantages of the present application clearer, the following will further describe the embodiments of the present application in detail with reference to the accompanying drawings.

[0037] Artificial Intelligence (AI) is to use a digital computer or a machine controlled by a digital computer to simulate, extend, and expand human intelligence, a theory, method, technology, and application system that can perceive the environment, acquire knowledge, and use knowledge to obtain the best results. In other words, artificial intelligence is a comprehensive technology in computer science, which attempts to understand the essence of intelligence and produce a new intelligent machine that can react in a way similar to human intelligence. Artificial intelligence also studies the design principles and implementation methods of various intelligent machines, enabling the machines to have the functions of perception, reasoning, and decision-making.

[0038] Artificial intelligence technology is an interdisciplinary subject, involving a wide range of fields, including both hardware-level technologies and software-level technologies. The basic technologies of artificial intelligence generally include technologies such as sensors, dedicated artificial intelligence chips, cloud computing, distributed storage, big data processing technology, pre-trained model technology, operation / interaction systems, and mechatronics. Among them, the pre-trained model, also known as the large model or the basic model, can be widely applied to downstream tasks in various major directions of artificial intelligence after fine-tuning. The software technologies of artificial intelligence mainly include several major directions such as computer vision technology, speech processing technology, natural language processing technology, and machine learning / deep learning.

[0039] With the research and progress of artificial intelligence technology, artificial intelligence technology has been studied and applied in multiple fields, such as common smart homes, smart wearable devices, virtual assistants, smart speakers, smart marketing, driverless, autonomous driving, drones, digital twins, virtual humans, robots, artificial intelligence generated content (AIGC), conversational interaction, smart healthcare, smart customer service, game AI, etc. It is believed that with the development of technology, artificial intelligence technology will be applied in more fields and play an increasingly important role.

[0040] The solution provided by the embodiments of this application relates to technologies such as computer vision in artificial intelligence, and will be specifically described through the following embodiments.

[0041] Figure 1 The architecture diagram of a computer system provided by an embodiment of this application is shown. The computer system may include: a terminal 100 and a server 200.

[0042] The terminal 100 may be an electronic device such as a mobile phone, a smart phone, a tablet computer, a laptop computer, a desktop computer, a vehicle-mounted terminal (in-vehicle computer), a wearable device, a personal computer (PC), a smart speaker, a smart voice interaction device, a smart home appliance, a vehicle-mounted terminal, an aircraft, a self-service vending terminal, a smart watch, etc. A client of an operation support system may be installed and run in the terminal 100. In addition, the form of the client in this application is not limited, including but not limited to application programs (Apps), applets, etc. installed in the terminal 100, and may also be in the form of a web page.

[0043] The server 200 may be an independent physical server, or a server cluster or distributed system composed of multiple physical servers, or a cloud server, a cloud database, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery network (CDN), and cloud servers providing basic cloud computing services such as big data. The server 200 may be the background server of the above operation support system for providing background services to the client.

[0044] Among them, cloud technology refers to a hosting technology that unifies a series of resources such as hardware, software, and networks within a wide area network or a local area network to achieve data computing, storage, processing, and sharing. Cloud technology is the general term for network technology, information technology, integration technology, management platform technology, application technology, etc. based on the cloud computing business model. It can form a resource pool, be used on demand, and is flexible and convenient. Cloud computing technology will become an important support. The background services of the technical network system require a large amount of computing and storage resources, such as video websites, picture websites, and more portal websites. With the high development and application of the Internet industry, in the future, each item may have its own identification mark and needs to be transmitted to the background system for logical processing. Data at different levels will be processed separately, and various industry data requires a powerful system backup support, which can only be achieved through cloud computing.

[0045] In some embodiments, the above server can also be implemented as a node in a blockchain system. Blockchain is a new application model of computer technologies such as distributed data storage, peer-to-peer transmission, consensus mechanism, and encryption algorithms. Blockchain, in essence, is a decentralized database, a string of data blocks generated by using cryptographic methods. Each data block contains information about a batch of network transactions, which is used to verify the validity (anti-counterfeiting) of the information and generate the next block. Blockchain can include the blockchain underlying platform, the platform product service layer, and the application service layer.

[0046] The terminal 100 and the server 200 can be directly or indirectly connected through wired or wireless communication methods, and this application does not make any restrictions here.

[0047] In the work order management method provided by the embodiments of this application, the execution subject of each step can be a computer device, and the computer device refers to an electronic device with data computing, processing, and storage capabilities. Taking Figure 1 the implementation environment of the shown solution as an example, the work order management method can be executed by the terminal 100 (such as the client of the operation support system installed and running in the terminal 100 executing the work order management method), or can be executed by the server 200, or can be executed by the interaction and cooperation of the terminal 100 and the server 200. This application does not make any limitations in this regard.

[0048] Figure 2 is a flowchart of the work order management method provided by an exemplary embodiment of this application. This method can be executed by a computer device, and the computer device can be Figure 1 the terminal 100 or the server 200 in it. This method includes the following steps.

[0049] Step 210: Receive a work order creation request for a first work order, and the work order type of the first work order is the first type.

[0050] This method is executed by a computer device, which can be a terminal or a server. Optionally, an operation support system runs on the computer device, and this method can be executed by the server of the operation support system. Alternatively, this method is executed by the work order management server (work order management platform) in the operation support system. Or, other business management systems, task management systems, order management systems, etc. can run on the computer device.

[0051] This application example is described by taking the application in the operation support system for work order management as an example. When this method is applied to other management systems, the "operation support system" in the example can be correspondingly modified to the system name of other management systems (such as business management system, task management system, or order management system), and the "work order" can be correspondingly modified to the management object in other management systems (such as task, business, or order).

[0052] Optionally, this method is executed by the work order management platform in the operation support system. The operation support system also includes a process management platform. The work order management platform is used to create and manage work orders, and the process management platform is used to run the processing processes (main process and sub-processes) of work orders. The work order management platform includes a work order creation main program and a registration center. When the work order management platform receives a work order creation request, it runs the work order creation main program. The work order creation main program will read the corresponding proxy object from the registration center according to the work order type indicated in the work order creation request, and run the work order creation main program and the proxy object together to create a work order. After the work order is created, the work order creation main program will send a process start indication message to the process management platform to indicate the process management platform to start the corresponding process to process the work order. The registration center stores the association relationship between the work order type and the proxy object, and stores the data of all proxy objects.

[0053] The operation support system (OSS) is a comprehensive business operation and management platform, and at the same time is a comprehensive management platform that integrates traditional IP data services and mobile value-added services. OSS is an integrated and information resource sharing support system for telecom operators. It mainly consists of parts such as network management, system management, billing, business, accounting, and customer service. The systems are organically integrated through a unified information bus.

[0054] In the OSS system, a work order usually refers to an operation or task initiated by the system or submitted by a user, which goes through a series of processing processes and is finally completed by operation and maintenance personnel. These operations or tasks may involve various aspects such as network configuration, fault troubleshooting, data backup, etc. In the OSS system, the work order management module is responsible for managing all aspects of the creation, assignment, execution, and closure of work orders to ensure the high availability and stability of the network.

[0055] The creation of work orders can be triggered automatically by the system or submitted manually by users. When a network failure or anomaly occurs, the system will automatically generate corresponding work orders and notify the operation and maintenance personnel for handling. At the same time, users can also submit work orders through the work order creation interface of the OSS system to request specific operations or troubleshooting.

[0056] Once a work order is created, the OSS system will automatically assign the work order to the corresponding operation and maintenance personnel for processing. During the processing, the system will record the status and execution of the work order for subsequent tracking and auditing. When the work order is completed, the system will automatically close the work order and record the corresponding operation logs and results. Through the work order management in the OSS system, efficient network operation and maintenance and troubleshooting can be achieved, improving the service quality and availability of the network.

[0057] For example, work orders can be created in at least one of the following situations:

[0058] 1) Troubleshooting: When a telecommunications network fails or is abnormal, the OSS system will automatically trigger the creation of a work order and notify the operation and maintenance personnel for handling. These work orders are usually used to troubleshoot and resolve network failures and restore the normal operation of the network.

[0059] 2) Configuration change: When configuration changes need to be made to the telecommunications network, such as adding new network devices, modifying network parameters, etc., the OSS system will also create corresponding work orders. These work orders are used to record the process and results of the configuration changes to ensure the correctness and consistency of the network configuration.

[0060] 3) User request: When users put forward specific business requirements or problems, the OSS system can create corresponding work orders. These work orders are used to handle user requests, such as opening new services, resolving user complaints, etc.

[0061] 4) Regular maintenance: To maintain the stability and reliability of the telecommunications network, regular maintenance and inspections are required. The OSS system can create corresponding work orders for scheduling and executing regular maintenance tasks.

[0062] Exemplarily, the management of work orders in the OSS system can include at least one of the following processes.

[0063] (1) Work order creation: When specific tasks need to be executed, such as troubleshooting, configuration change, user request, etc., the OSS system will automatically or manually generate corresponding work orders. The work order contains detailed information about the task, such as task type, task content, executor, execution time, and priority, etc.

[0064] (2) Work order assignment: After a work order is generated, the OSS system will automatically or manually assign it to the corresponding executor. Based on the nature and urgency of the task, the system will select a suitable executor, such as a network operation and maintenance personnel, technical support personnel, etc.

[0065] (3) Work order execution: After receiving the work order, the executor will perform corresponding operations and processing according to the task information in the work order. If tools or software are needed, the executor can call the corresponding tools or software for operation.

[0066] (4) Work order tracking and monitoring: During the execution of the work order, the OSS system will perform real-time tracking and monitoring of the work order, recording the execution status and situation of the task. If any abnormality or problem is found, the system will promptly notify the corresponding executor for handling.

[0067] (5) Work order closure and feedback: When the task in the work order is completed, the executor will close the work order and feedback the execution result of the task. Alternatively, the OSS system can automatically close the work order and feedback the execution result. Optionally, if the task is executed successfully, the system will close the work order and record the corresponding operation log; if the task execution fails or there are other problems, the system will notify the corresponding management personnel for analysis and handling.

[0068] Through the above process, the OSS system can effectively manage work orders and complete the operation and maintenance tasks of the telecommunications network. At the same time, the OSS system can also provide various report and data analysis functions to help management personnel better understand the operation status and business situation of the network and optimize the performance and quality of the network.

[0069] This embodiment presents the process of executing work order creation using the work order management method provided by this application.

[0070] The computer device receives a work order creation request. The work order creation request is used to request the creation of a first work order, and the work order information of the first work order is carried in the work order creation request. The work order information includes the work order type, and the work order type of the first work order is the first type.

[0071] The operation support system provides multiple work order types for work orders. Different work order types correspond to different business sub-processes, thereby realizing specific services or functions of different work order types. The first type can be at least one of the work order types provided in the operation support system.

[0072] Optionally, the work order types are divided according to the processing flow of the work orders. Work orders with the same processing flow belong to the same work order type, and work orders with different processing flows belong to different work order types. When developers develop work order types, they define corresponding processing flows (main processes and sub-processes) for each work order type. Subsequently, when creating a work order, the corresponding work order type can be selected to facilitate processing the work order according to the corresponding processing flow.

[0073] Alternatively, the work order types are divided according to the management logic of the work orders. The management logic includes at least one of the work order creation method and the processing flow. Among them, the work order creation method includes at least one of the following: the pre-processing method of the work order, the work order information saving method, the SLA (Service Level Agreement) start method, the processing flow start method, and the post-processing method. Work orders with the same management logic belong to the same work order type, and work orders with different management logics belong to different work order types.

[0074] Optionally, a work order has and only has one work order type, that is, the first type is a work order type. Alternatively, when the first work order needs to call multiple proxy objects to implement complex business sub-processes, a work order can correspond to at least one work order type, that is, the first type is at least one work order type.

[0075] In an optional embodiment, the computer device can receive a work order creation request sent by the client. For example, as Figure 3 shown, the terminal (client) can display a work order creation interface 301 and receive a work order information editing operation on the work order creation interface. For example, when the user wants to create a network failure work order, the work order information edited by the work order information editing operation can include at least one of the following: basic information, fault information, and attachment information. Among them, the basic information includes at least one of the following information: work order title, work order type, reporter, fault classification, whether the fault is recovered, fault start time, fault description, affected product, and impact description. The fault information includes at least one of the following information: fault object, ping test result, traceroute test result, MTR (network diagnostic tool) test result, and routing table test result. The attachment information can include at least one of the following information: attachment file, attachment uploader, and attachment upload time. After the user enters the work order information on the work order creation interface, the creation control (submit control) can be triggered to request the creation of a work order. The client responds to the operation of triggering the creation control and sends a work order creation request to the server. The work order creation request can carry at least one work order information input by the user on the work order creation interface, and the work order creation request carries at least the work order type.

[0076] In another alternative embodiment, the operation support system in the computer device can automatically create a work order according to a preset work order creation logic. For example, the work order management server in the operation support system can receive a work order creation request sent by other management servers. Or, there is a work order creation logic in the threshold of the work order management server, and when the work order creation conditions corresponding to the work order creation logic are met, a work order creation request is automatically initiated according to the work order creation logic.

[0077] In yet another alternative embodiment, the computer device can also receive a work order creation request sent by other platforms. Optionally, the operation support system allows other platforms to submit work order creation requests. For example, if the operation support system allows the server of an application to submit a work order creation request to it, then the computer device can receive the work order creation request sent by the server of the application.

[0078] Step 220: Determine a first proxy object corresponding to the first type. The first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the work orders of the first type during the work order creation process. The proxy method includes sub-process information for processing work orders of the first type.

[0079] Optionally, after receiving the work order creation request, the operation support platform runs the work order creation main program. The work order creation main program will identify the work order type carried in the work order creation request and determine the corresponding proxy object according to the work order type.

[0080] Optionally, all proxy objects in the operation support system are registered in the registration center. The registration center stores the correspondence between the work order type and the proxy object, and the registration center also stores the proxy objects. After initialization, the work order management platform will load all proxy objects in the registration center. The work order management platform can query the corresponding proxy object in the registration center according to the work order type in the work order creation request. After querying the first proxy object corresponding to the first type, use the work order creation main program and the first proxy object to create the first work order. Optionally, after the first work order is created, start the processing process of the work order according to the main process indicated in the work order creation main program and the sub-process indicated in the first proxy object.

[0081] Optionally, one work order type corresponds to one proxy object, and the proxy object encapsulates the methods for implementing work orders of the corresponding work order type. The proxy object stores the sub-process unique to implementing work orders of the corresponding work order type. The work order creation main program calls the corresponding proxy object to create a work order of the corresponding work order type and obtains the sub-process of the work order in the proxy object to facilitate starting the processing process of the work order.

[0082] Optionally, the first proxy object may include a work order creation method unique to the first type of work order and / or a work order processing method (sub - process). When calling the first proxy object to create a work order, the first type of work order can be created according to its unique work order creation method. When calling the first proxy object to process a work order, the work order can be processed according to its unique sub - process.

[0083] Step 230: Run the main work order creation program and call the first proxy object to create the first work order according to the work order creation request. The main work order creation program includes methods common to at least two types of work orders during the work order creation process, and the main work order creation program includes main process information common to processing at least two types of work orders.

[0084] Among them, the sub - process and the main process are the processing flows of the work order. After the work order is created, the work order is processed according to the processing logic indicated by the main process and the sub - process.

[0085] The main process is a process that can be common to at least two work order types. Optionally, the main process is used to manage the life cycle of the work order. The main process starts to execute when the work order is created and ends when the work order is closed. Optionally, the main process can also be used to handle functions such as work order transfer, suspension, escalation, shift handover, upgraded position, assisted processing, associated work order, updated work order information, general operations, service restoration, fault repair, and adding processing procedures.

[0086] Optionally, the operation support system can provide at least one main process, and each main process is used to implement different general functions. When a developer develops a new work order type, a main process can be selected for this work order type. At this time, the proxy object of this work order type will carry indication information indicating this main process, so as to indicate the main process of this work order to the main work order creation program when creating this type of work order.

[0087] The sub - process is a process unique to the first type of work order. Optionally, the number of sub - processes is at least one, that is, one work order type can correspond to one or more sub - processes. One proxy object includes one or more sub - processes, and the one or more sub - processes are used to process this type of work order.

[0088] Optionally, a sub - process can include at least one processing node. Each processing node can be assigned to different processors for processing. According to the processing logic relationship of each processing node in the sub - process, after one processing node is processed, it is automatically transferred to the next processing node for subsequent processing until the last processing node in the sub - process is processed, then the sub - process is processed.

[0089] Optionally, when the first proxy object includes multiple subprocesses, the first proxy object may also store configuration information on the subprocess handling logic between the multiple subprocesses. The subprocess handling logic is used to determine the trigger timing of each subprocess and / or the associated trigger relationship between each subprocess. For example, the subprocess handling logic may be to trigger the start of the second subprocess after the first subprocess is completed. Or, the subprocess handling logic may be to trigger the start of the second subprocess after the first subprocess detects a fault. Or, the subprocess handling logic may be to start the first subprocess at the first time and start the second subprocess at the second time, and so on.

[0090] For example, as Figure 4 shown, the operation management system provides three main processes: main process A, main process B, and main process C; four work order types: work order type A, work order type B, work order type C, and work order type D. Among them, work order type A includes two subprocesses: business processing process A-1 and business processing process A-2; work order type B includes two subprocesses: business processing process B-1 and business processing process B-2; work order type C includes two subprocesses: business processing process C-1 and business processing process C-2; work order type D includes two subprocesses: business processing process D-1 and business processing process D-2. When work order type A corresponds to main process A, the processing process of the work order of work order type A includes: main process A, business processing process A-1, and business processing process A-2.

[0091] Again, when the first work order is a fault detection work order, its main process can be used for the life cycle management of the fault detection work order. The subprocess may include at least one fault detection item. After the first work order is successfully created and the processing process of the first work order is started, the operation support system starts the main process and the subprocess of the first work order. The main process monitors the life cycle and processing progress of the first work order in real time, and the subprocess starts the detection task of the first fault detection item.

[0092] Exemplarily, the development of the proxy object is implemented according to the order creation proxy interface. The order creation proxy interface defines the specifications of at least one method. Developers develop the proxy object according to the specifications of at least one method required in the order creation proxy interface, and encapsulate the methods unique to the new work order type in the proxy object. After the development of the proxy object is completed, the proxy object can be called by running the work order creation main program. Combining the general method logic in the work order creation main program and the unique method logic in the proxy object, the creation and processing of new type work orders can be jointly realized. In this way, when developers need to develop a new type of work order, they only need to develop the proxy object according to the method specifications defined in the order creation proxy interface, without developing the main program (work order creation main program), which reduces the development difficulty of the new work order type and improves the development efficiency of the new work order type. And this method standardizes the creation and processing processes of all types of work orders, facilitating the work order management system to manage work orders.

[0093] Exemplarily, the implementation codes of the main process and the sub-process are stored in the process management platform. The work order creation main program carries the indication identifier (main process information) of the main process, and the proxy object carries the indication identifier of the sub-process. After the work order creation main program is run, the work order creation main program can call the proxy object to obtain the indication identifier (sub-process information) of the sub-process. When starting the work order processing process, the work order creation main program only needs to send a process start indication to the process management platform, and carry the indication identifier of the corresponding process in the process start indication, so as to control the process management platform to start the corresponding process to process the work order.

[0094] Exemplarily, after developers develop the proxy object corresponding to the new work order type, they need to register the proxy object of the new work order type in the registration center. And if a new sub-process is defined in the proxy object, the program / code corresponding to the new sub-process also needs to be stored in the process management platform so that the process management platform can run the new sub-process.

[0095] In summary, the method provided in this embodiment uses a proxy object to implement the business sub-process of the corresponding type of work order for different types of work orders, and uses the main process to implement the same functions of different types of work orders. When creating a work order, the corresponding proxy object can be called according to the work order type to create the work order of that type. The proxy object provides the business sub-process of the work order of that type, and the work order is processed according to the general main process and the dedicated sub-process to realize work order management. In this way, when developers develop a new work order type, they do not need to change the main work order creation process. They only need to encapsulate the independent methods of the new work order type into a proxy object, and then they can combine the general work order creation main program by developing a new proxy object to quickly develop the new work order type, improve the development efficiency of the new work order type in the work order management system, and adapt to the increasing business differentiation requirements.

[0096] Optionally, an exemplary embodiment of creating a new work order of a corresponding type using a proxy object is given.

[0097] Figure 5 It is a flowchart of a work order management method provided by an exemplary embodiment of the present application. This method can be executed by a computer device, and the computer device can be Figure 1 the terminal 100 or the server 200 in Figure 2 According to the embodiment shown, step 230 includes step 231.

[0098] Step 210: Receive a work order creation request for a first work order, and the work order type of the first work order is the first type.

[0099] Optionally, this method can be executed by an operation support system running on a computer device. The operation support system receives the work order creation request for the first work order.

[0100] Step 220: Determine a first proxy object corresponding to the first type. The first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the first type of work order during the work order creation process. The proxy method includes sub-process information for processing work orders of the first type.

[0101] The operation support system queries the first proxy object corresponding to the first type in the registration center.

[0102] Step 231: Run the subroutines of the work order creation main program in sequence, and create the first work order according to the work order creation request.

[0103] Exemplarily, the work order creation main program includes at least one subroutine, and the first proxy object includes proxy methods corresponding to at least one subroutine respectively; wherein, running the subroutines of the work order creation main program includes: running the subroutines of the work order creation main program, executing the general methods corresponding to the subroutines; and calling the first proxy object to execute the proxy methods corresponding to the subroutines.

[0104] Exemplarily, the work order creation main program includes at least one of the following subroutines: pre-processing subroutine, work order information saving subroutine, SLA start subroutine, processing flow start subroutine, post-processing subroutine. The order creation proxy interface can define the specifications of at least one of the following methods: pre-processing method, work order information saving method, SLA start method, processing flow start method, post-processing method. The proxy object includes at least one of the following proxy methods developed according to the order creation proxy interface: pre-processing proxy method, work order information saving proxy method, SLA start proxy method, processing flow start proxy method, post-processing proxy method.

[0105] Exemplarily, the pre - processing subroutine includes the call code of the proxy object. When running the pre - processing subroutine, in addition to running the general methods in the pre - processing subroutine, it will also call the pre - processing proxy method in the proxy object to execute the unique methods in the proxy object.

[0106] Similarly, the work order information saving subroutine includes the call code of the proxy object. When running the work order information saving subroutine, in addition to running the general methods in the work order information saving subroutine, it will also call the work order information saving proxy method in the proxy object to execute the unique methods in the proxy object.

[0107] Similarly, the SLA start subroutine includes the call code of the proxy object. When running the SLA start subroutine, in addition to running the general methods in the SLA start subroutine, it will also call the SLA start proxy method in the proxy object to execute the unique methods in the proxy object.

[0108] Similarly, the processing flow start subroutine includes the call code of the proxy object. When running the processing flow start subroutine, in addition to running the general methods in the processing flow start subroutine, it will also call the processing flow start proxy method in the proxy object to execute the unique methods in the proxy object.

[0109] Similarly, the post - processing subroutine includes the call code of the proxy object. When running the post - processing subroutine, in addition to running the general methods in the post - processing subroutine, it will also call the post - processing proxy method in the proxy object to execute the unique methods in the proxy object.

[0110] Therefore, based on the work order creation main program, when developers develop new types of work orders, they do not need to develop the general method logic (work order creation main program), and only need to develop the differential method logic (proxy object) of the new type of work order to quickly develop new work order types.

[0111] Optionally, the order - creating proxy interface defines the method specifications of the proxy methods, enabling each proxy object to implement specific proxy methods according to the specifications of the order - creating proxy interface. For example, as Figure 6 shown, ICreateTicketProxy is the order - creating proxy interface 302. According to the order - creating proxy interface 302, each proxy object 303 can be developed: MailNoticeProxy, DcnLinelnspectionProxy, AccessRestrictProxy.

[0112] Among them, the order - creating proxy interface defines the method specifications:

[0113] ·UpdateData(createInfo defs.TicketCreateData,baselnfodefs.TicketBaseData)(Update data (create information definition, work order creation data, basic information definition, work order basic data));

[0114] ·PreProcess()error(Pre - process () error);

[0115] ·GetDutyUsers0[string,error)(Get work order handlers () [string, error));

[0116] ·SaveExtInfo()error(Save additional information () error);

[0117] ·Checkinhibition)(bool,defs.TicketCreateResult,error)(Check inhibition () (bool variable, definition, work order creation result, error));

[0118] ·SaveNetOpsFlowInfo((StoreNetOpsInfoReq,bool,error)(Start or save the automated processing flow (save automated processing flow request, bool variable, error));

[0119] ·AfterProcess error(Post - process () error).

[0120] Correspondingly, based on the specifications in the order - creation proxy interface, the proxy object develops specific method implementations for the proxy methods. For example, the MailNoticeProxy proxy object includes the following method implementations:

[0121] ·UpdateData(createInfo defs.TicketCreateData,baselnfo

[0122] defs.TicketBaseData)(Update data (create information definition, work order creation data, basic information definition, work order basic data));

[0123] ·PreProcess()error(Pre - process () error);

[0124] ·SaveExtinfo()error(Save additional information () error);

[0125] ·GetDutyUsers0([string,error)(Get the ticket handlers()([string, error));

[0126] ·CheckInhibition)(bool,defs.TicketCreateResult,error)(Check inhibition()(bool, defs.TicketCreateResult, error));

[0127] ·CreateOldTicket()(bool,utils.WorkflowResult,error)(Create old ticket()(bool, utils.WorkflowResult, error));

[0128] ·SaveNetOpsFlowInfo((StoreNetOpsInfoReq,bool,error)(Start or save the automated processing flow(Save automated processing flow request, bool, error));

[0129] ·AfterProcess error(Post - processing() error).

[0130] Exemplarily, at least one of a pre - processing method, a work order information saving method, an SLA start method, a processing flow start method, and a post - processing method is required during the work order creation process. The following will explain these methods during the work order creation process respectively.

[0131] 1. Pre - processing method.

[0132] Optionally, at least one sub - routine of the work order creation main program includes a pre - processing sub - routine, and the proxy method includes a pre - processing proxy method corresponding to the pre - processing sub - routine; the work order management platform runs the pre - processing sub - routine to perform data verification on the request parameters in the work order creation request; in the case where the data verification passes, generate the first work order number of the first work order; call the pre - processing proxy method in the first proxy object to execute the unique pre - processing process corresponding to the first type.

[0133] Optionally, the work order management platform runs the pre - processing sub - routine to check the work order creation request using a general inhibition check algorithm, and the general inhibition check algorithm is used to inhibit the creation of work orders that do not conform to the general inhibition rules; and / or, call the pre - processing proxy method in the first proxy object to check the work order creation request using a proxy inhibition check algorithm, and the proxy inhibition check algorithm is used to inhibit the creation of work orders that do not conform to the unique inhibition rules corresponding to the first type.

[0134] Optionally, after receiving a work order creation request, the work order management platform runs the main work order creation program to perform data verification on the request parameters in the work order creation request. After the verification passes, a unique work order number: the first work order number is created for the first work order, and the basic information of the first work order (such as the first work order number) is supplemented in the work order information. Then, when there is a suppression check algorithm, the suppression check algorithm can be called to perform a suppression check on the first work order. After the suppression check passes, the first proxy object is called to obtain the unique preprocessing logic, and the work order information is preprocessed according to the preprocessing logic.

[0135] Among them, the suppression check is to avoid repeatedly creating work orders for the same work order creation requirement. The suppression check algorithm can perform a matching check based on the work order information in the first work order and the established work orders. If a duplicate work order is detected, the creation of the first work order is suppressed, and the reason for the suppression of the first work order, as well as the work order information of the established duplicate work order, are returned.

[0136] For example, when creating an alarm work order for a certain alarm event, the work order information of the alarm work order includes an alarm identifier (ID). When the operation support system creates an alarm work order based on the work order information, it calls the suppression check algorithm to check whether there is a work order corresponding to this alarm identifier in the already created work orders. If it exists, it means that a work order has been created for this alarm. If it does not exist, the alarm work order can pass the suppression check and continue to execute the subsequent work order creation process.

[0137] Exemplarily, the suppression check algorithm can include a general suppression check algorithm and a proxy suppression check algorithm. The general suppression check algorithm can be a suppression check method common to multiple work order types, and the proxy suppression check algorithm can be a suppression check method specifically set for a certain work order type included in the proxy object. Optionally, the main work order creation program (preprocessing subprogram) includes the general suppression check algorithm, and the first proxy object (preprocessing proxy method) includes the proxy suppression check algorithm.

[0138] Exemplarily, in the case where the suppression check passes, other work order creation processes are continued; in the case where the suppression check fails, it is returned that the work order creation fails, and the reason for the failure is that the work order creation is suppressed. Optionally, the work order information of the already created duplicate work order can also be returned.

[0139] 2. Work order information saving method.

[0140] Optionally, at least one subroutine of the work order creation main program includes a work order information saving subroutine, and the proxy method includes a work order information saving proxy method corresponding to the work order information saving subroutine; the work order management platform runs the work order information saving subroutine, stores the work order information of the first work order, and synchronizes the work order information of the first work order to the first proxy object; the work order information is determined according to the work order creation request, and the work order information includes the first work order number of the first work order; the first proxy object is called, and the work order information of the first work order is stored in the first proxy object according to the work order information saving proxy method.

[0141] Optionally, the work order creation main program may execute the work order information saving subroutine after executing the preprocessing subroutine. After preprocessing, the improved work order information of the first work order is obtained. The improved work order information may include at least one piece of information such as the first work order number of the first work order and the suppression check situation in addition to the work order information carried in the work order creation request.

[0142] The operation support system stores the improved work order information of the first work order. Optionally, the operation support system may synchronize the improved work order information of the first work order to the first proxy object, so that the first proxy object obtains the first work order number of the first work order and other relevant information, and the first proxy object may associate and store the first work order number with other work order information of the first work order.

[0143] 3. SLA startup method.

[0144] Optionally, at least one subroutine of the work order creation main program includes a service level agreement (SLA) startup subroutine, and the proxy method includes an SLA startup proxy method corresponding to the SLA startup subroutine; the work order management platform runs the SLA startup subroutine to start the SLA of the first work order, and the SLA is used to indicate the timeliness of the first work order; the SLA startup proxy method in the first proxy object is called to start the SLA unique to the first type of work order; wherein, the SLA includes at least one of the following: service restoration SLA, fault repair SLA, and closing SLA.

[0145] Optionally, the work order management platform may execute the SLA startup method after the work order information saving is completed.

[0146] The SLA is used to ensure that the service provider can provide the promised service level, and helps the service user understand the characteristics and requirements of the purchased service. The SLA can also help the service provider manage resources and services to better meet customer needs and maintain business operations.

[0147] Among them, SLA is mainly used to manage the timeliness of work orders. The SLA of work orders can be set from multiple dimensions. For example, the service recovery SLA is used to indicate the processing duration of service recovery tasks, the fault repair SLA is used to indicate the processing duration of fault repair tasks, and the closing SLA is used to indicate the processing duration of work orders. SLA timeout will affect the SLA metrics of work orders. Users can evaluate the processing status of work orders based on the SLA status of work orders.

[0148] The SLA of work orders can include a general SLA and a unique SLA. The general SLA common to all work order types can be carried in the SLA startup subroutine, and the unique SLA unique to each work order type can be carried in the SLA startup proxy method of the proxy object. When the main work order creation program runs to the SLA startup subroutine, it can call the proxy object to obtain the unique SLA, and then start the unique SLA and general SLA of the work order.

[0149] 4. Processing flow startup method.

[0150] Optionally, at least one subroutine of the main work order creation program includes a processing flow startup subroutine, and the proxy method includes a processing flow startup proxy method corresponding to the processing flow startup subroutine; the work order management platform runs the processing flow startup subroutine, calls the processing flow startup proxy method in the first proxy object to obtain proxy flow information, and the proxy flow information includes sub-flow information; sends a flow startup instruction to the flow management platform, and the flow startup instruction includes main flow information and sub-flow information, and the flow startup instruction is used to instruct the flow management platform to start the main flow and sub-flow of the first work order.

[0151] Optionally, the operation support system can execute the processing flow startup method after the SLA is started to start the main flow and sub-flow of the first work order.

[0152] Exemplarily, the first proxy object can also provide configuration information for the sub-flow processing logic, and the configuration information for the sub-flow processing logic can indicate the startup timing of each sub-flow. Optionally, the startup timing of the main flow is to start immediately after the work order is created. When the sub-flow starts at the same time as the main flow, the work order management platform can send a flow startup instruction to the flow management platform, carrying the main flow information and sub-flow information in the flow startup instruction to control the simultaneous startup of the main flow and sub-flow. When the sub-flow needs to start lagging, the work order management platform can send a main flow startup instruction to the flow management platform, carrying the main flow information in the main flow startup instruction to instruct the flow management platform to start the main flow. Subsequently, when the work order management platform determines that the main flow needs to be started according to the sub-flow processing logic, it sends a sub-flow startup instruction to the flow management platform, carrying the sub-flow information in the sub-flow startup instruction to start the corresponding sub-flow.

[0153] Optionally, a default main process is provided in the work order creation main program. When some work order types want to change the main process of work order processing, the specified main process information can also be carried in the proxy method for starting the processing process of the proxy object to change the main process of this type of work order.

[0154] That is, the main process information of the default main process is included in the subprogram for starting the processing process; when the specified main process information is not included in the proxy process information, the process start instruction includes the main process information and the sub-process information, and the process start instruction is used to instruct the process management platform to start the default main process and sub-process of the first work order; when the specified main process information is included in the proxy process information, the process start instruction includes the specified main process information and the sub-process information, and the process start instruction is used to instruct the process management platform to start the specified main process and sub-process of the first work order.

[0155] Optionally, the number of sub-processes is at least two; the process information includes the configuration information of the sub-process processing logic, and the sub-process processing logic is used to determine the start timing of at least two sub-processes; at least two sub-processes include the target sub-process; the work order management platform can also send a target sub-process start instruction to the process management platform at the start timing of the target sub-process indicated by the configuration information of the processing logic, and the target sub-process start instruction includes the sub-process information of the target sub-process, and the target sub-process start instruction is used to start the target sub-process.

[0156] After the first work order is created, start the main process and sub-process of the first work order to process the first work order. Among them, the first proxy object may include sub-process processing logic, and the sub-process processing logic is used to indicate the execution logic of each sub-process. For example, the sub-process processing logic may indicate that multiple sub-processes are processed simultaneously, or the sub-process processing logic may indicate that multiple sub-processes are processed sequentially.

[0157] Optionally, the sub-process can also manage the life cycle of the first work order. For example, the sub-process of the first work order includes the first sub-process, which is used to manage the life cycle of the first work order. After the first sub-process is completed, the main process of the first work order can be automatically ended, and the first work order can be ended.

[0158] Exemplarily, the operation support system can automatically process and complete the work order according to the main process and sub-process. After the SLA is started, the main process and sub-process of the first work order are automatically started, and the main process and sub-process of the first work order are processed simultaneously.

[0159] 5. Post-processing method

[0160] Optionally, at least one subroutine of the work order creation main program includes a post-processing subroutine, and the proxy method includes a post-processing proxy method corresponding to the post-processing subroutine; the work order management platform runs the post-processing subroutine to call the post-processing proxy method in the first proxy object to execute the post-processing process; the post-processing process includes at least one of the following: storing the business data of the first work order, sending an email, and sending a message notification.

[0161] After the processing flow is started, the work order management platform can also execute the post-processing method of the work order. When the first proxy object includes an additional information storage method, the additional information storage method of the first proxy object can be called to associate, organize, and store the relevant business data of the first work order.

[0162] When the first proxy object includes a post-processing method, the post-processing method in the first proxy object can also be called to execute the post-processing logic. For example, sending an email indicating that the first work order is successfully created, or sending a message notification of the first work order to notify the handler to process the first work order, or notifying the person concerned about the first work order that the first work order has been started.

[0163] In summary, the method provided in this embodiment constructs a "main process + sub-process" plug-in work order process model. Based on the general work order processing main process, for each work order type, sub-process branches that adapt to specific businesses and have differences are added, and functions are precipitated and reused as much as possible between the different sub-process branches. Through this work order process model, the development team only needs to define the main process and pull up the sub-processes as needed. At the same time, the operation team can efficiently and visually control the sub-processes accessed by each work order type, master the flow progress of the work order process, and obtain indicators such as automation rate and SLA. It effectively avoids problems such as numerous system-level chimneys, chaotic domains, numerous black boxes, and high logical complexity caused by business differences.

[0164] The method provided in this embodiment can define the pre-processing method, work order information saving method, SLA start method, processing flow start method, and post-processing method during work order creation through the order creation proxy interface. The proxy object can implement the methods according to the method specifications defined by the order creation proxy interface, standardize the creation methods and processing methods of different types of work orders, and unify the extension methods of work order types. When developing a new work order type, developers only need to encapsulate the independent business process of the new work order type into a proxy object, and then they can quickly implement the code development of the new work order type in combination with the work order creation main program, improving the development efficiency of new work order types in the work order management system and adapting to the increasing business differentiation requirements.

[0165] Optionally, an exemplary embodiment of processing a work order through the main process and sub-processes after the work order is created is given.

[0166] Figure 7 is a flowchart of a work order management method provided by an exemplary embodiment of the present application. This method can be executed by a computer device, and the computer device can be Figure 1 the terminal 100 or the server 200 in Figure 2 According to the illustrated embodiment, step 240 is further included after step 230.

[0167] Step 210: Receive a work order creation request for a first work order, and the work order type of the first work order is a first type.

[0168] Step 220: Determine a first proxy object corresponding to the first type. The first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the first type of work order during the work order creation process. The proxy method includes sub-process information for processing work orders of the first type.

[0169] Step 230: Run the main work order creation program and call the first proxy object to create a first work order according to the work order creation request. The main work order creation program includes methods common to at least two types of work orders during the work order creation process. The main work order creation program includes main process information common to at least two types of work orders.

[0170] The creation method of the first work order can refer to the relevant descriptions in Figure 2 or Figure 5 the illustrated embodiments,

[0171] Step 240: Run the main process and sub-process of the first work order through the process management platform.

[0172] Exemplarily, after receiving the process start instruction sent by the work order management platform, the process management platform starts the corresponding process to process the work order according to the process information (the indication identifier of the process) carried in the process start instruction. Optionally, the work order information of the first work order can also be carried in the process start instruction, and the process management platform can start the corresponding process according to the work order information of the first work order to process the first work order.

[0173] In summary, for different types of work orders, the method provided in this embodiment uses a proxy object to implement the business sub-process of the corresponding type of work order, and uses the main process to implement the same functions of different types of work orders. When processing a work order, the life cycle of the work order can be managed according to the main process and sub-process of the work order, and the business tasks of the work order can be processed simultaneously. In this way, when developing a new work order type, developers only need to encapsulate the independent business process of the new work order type into a proxy object, and then they can quickly implement the code development of the new work order type in combination with the main work order creation process, improving the development efficiency of new work order types in the work order management system and adapting to the increasing business differentiation requirements.

[0174] As operations develop towards a more refined direction, the business types and work order types carrying the business in the operation support system are gradually becoming more diversified and differentiated. Based on this, the embodiments of this application construct a "main process + sub-process" plug-in work order process model. Based on the general work order processing main process, for each work order type, sub-process branches that adapt to specific businesses and have differences are added, and functions are precipitated and reused as much as possible among the differentiated sub-process branches. Through this work order process model, the development team only needs to define the backbone process and pull up the sub-processes as needed. At the same time, the operation team can efficiently and visually control the sub-processes accessed by each work order type, master the progress of the work order process, and obtain indicators such as automation rate and SLA. It effectively avoids problems such as numerous silos, chaotic domains, numerous black boxes, and high logical complexity at the system level caused by business differences.

[0175] As Figure 3 shown, the work order creation interface is displayed, and users can create work orders in the work order creation interface, select the work order type to be created, and fill in the key information of the work order.

[0176] As Figure 8 shown, after the work order is created, the work order process display interface 305 is displayed, showing the main process and sub-processes of the work order. After the work order is generated, the main process and sub-processes orchestrated based on the Devops platform are triggered. As shown in the example in the figure, the process marked as ticket_flow_process is the main process, and the other processes are the sub-processes of this work order type. The sub-processes automatically carry out the following transactions respectively: automatic diagnosis of external network quality anomalies, reporting system failures to the operator, and reporting failures to the operator by email.

[0177] As Figure 9 shown, the data operation interface 306 is displayed, showing the overview of the work order processing progress. For example, it shows the work orders to be handled by the user: work orders in progress, urgent work orders, work orders about to expire, and expired work orders. It shows the work orders that have been handled by the user: work orders created by the user himself, work orders handled by the user, work orders ended by the user, and work orders followed by the user. It can also show information such as the timeliness rate of the user.

[0178] Exemplarily, the OSS system involved in this application can complete full-process automated processing in multiple work steps such as work order creation, processing, and closing, in addition to the most basic work order information management. Facing challenges such as strong business attributes, high complexity, and diverse types, and each work order may have completely different business scenarios, how to improve scalability and quickly access new work order types has become a question worth thinking about. The "main process + sub-process" plug-in work order process model architecture is an innovation to solve the above problems. By separating the main process and the business process, on the one hand, it manages the life cycle of the work order, and on the other hand, it processes the work order business, greatly improving the scalability and rapid iteration ability of the work order system.

[0179] Exemplarily, the implementation of the order creation ability of the OSS system uses the proxy pattern and the strategy pattern. While ensuring the basic specifications of work orders, it also takes into account the freedom of business implementation for each work order type. Whenever a new work order type needs to be connected, developers only need to construct a proxy object and implement the interfaces related to work order creation, then they can quickly connect to the order creation ability. Different work order types will have different proxy objects, but each proxy object can only create its corresponding work order. The proxy object can have all the basic data required for current order creation, and then further process the data based on this data and the business scenarios of the corresponding work order type. Through multiple methods such as preprocessing, obtaining processor information, and starting the processing flow, a new work order is generated.

[0180] Exemplarily, the implementation of work order processing adopts a solution that processes the main process and business sub-processes simultaneously. The main process manages the entire life cycle of the work order, and the sub-process completes the processing of work order differentiation services, and the two do not affect each other. The main process starts tracking the life cycle of the work order from its creation, including the initialization stage, the suspension, handover, and transfer stages during the processing, and the order closing stage. General manual to-do options are reserved in the main process as the entry for manual intervention in work order processing in special cases. A work order will only have one main process. Business sub-processes are usually extensible processes that need to complete different business processing solutions for different work order types and different business scenarios. The above-mentioned main process and sub-processes are both implemented based on the low-code and process capabilities provided by the Devops platform.

[0181] Although the business processing solutions corresponding to each work order type are very different, the process of order creation itself can still be abstracted into a general implementation. Here, in order to achieve the extensibility of work order creation, an order creation proxy interface is provided. Developers of each specific work order implement the order creation proxy interface and give the corresponding special order creation logic. During the order creation process, the special logic is called through "aspect" to avoid excessive coupling between business codes. Separating the special logic makes the order creation process more modular, easier to maintain and understand, thus improving the extensibility and adaptability of the current order creation ability.

[0182] As Figure 6 shown, it is the implementation diagram of the order creation proxy interface.

[0183] Among them, the order creation proxy interface defines multiple methods such as preprocessing, saving work order information, starting SLA, starting the automated processing flow, and post-processing of order creation, which are used for data interaction and logic injection between the proxy object and the unified order creation object. Each work order type is only allowed to correspond to one order creation proxy object, and each proxy object that implements the order creation interface needs to be registered in the registration center.

[0184] Optionally, asFigure 10 As shown, the process of creating an order mainly includes the following steps.

[0185] Step 401: Pre - processing before order creation. Obtain the corresponding order - creation proxy object according to the work order type in the order - creation request. Then perform general data verification on the request parameters, generate a unique and manually recognizable work order number, and supplement some basic information of the work order. Since some work order types require suppression features, for example, certain alarm work orders will suppress the work order through the alarm ID, that is, duplicate order creation is not allowed for the same alarm ID. Here, general suppression checks and proxy suppression checks will also be called to complete. For the order - creation request that conforms to the suppression rules, the proxy object will return the reason for suppression and duplicate work order information. After that, the pre - processing scheme of the proxy object will also be called to complete the injection of special logic before order creation.

[0186] Step 402: Save work order information. After pre - processing, the basic information of the final work order has been constructed and can be stored in the database. And obtain a unique work order ID, and synchronize the above - mentioned information to the proxy object to facilitate the proxy object to perform additional operations on the data. For example, associate the work order ID with other information.

[0187] Step 403: Start SLA (Service Level Agreement). In the work order system, the timeliness of processing work orders is an indicator to measure service quality and reliability, which is marked and measured using SLA to ensure the cooperation and trust between service providers and customers, helps to ensure that customers obtain stable, positive, and rapid services, and at the same time can also help service managers measure the quality and performance of services. The work order system provides service recovery SLA, fault repair SLA, and order - closing SLA by default, and relevant configurations can be registered when the work order is accessed.

[0188] Step 404: Start the processing process. Based on the goal of using an automated processing process to complete work orders, reduce manual intervention in work order processing, and minimize human - caused errors. The DevOps platform provides the ability to define and orchestrate workflows according to users' business requirements. Commonly used workflows are flexibly orchestrated in the form of nodes to achieve automatic transfer. There are two types of workflow trigger methods: 1. Triggered by pre - conditions, such as network explicit / implicit alarms, and start the workflow through the API method; 2. Through capabilities such as collaborative scheduling tasks and scenario orchestration, achieve the timed process transfer of nested automated scenarios / schemes.

[0189] Step 405: Post - processing after order creation. After the above operations are completed, enter the final stage. First, call the additional information storage method of the proxy object to associate, organize, and store some business data. Then call the post - processing method of the proxy object to perform some special logic, such as sending emails and message notifications that the work order being followed has been started.

[0190] Optionally, the implementation class diagram of the above process is as Figure 11 shown below:

[0191] UnionCreateWithProxy (Unified order creation proxy object)

[0192] · data defs.UnionTicketCreateData (Data definition. Union work order creation data);

[0193] · proxy base.ICreateTicketProxy (Proxy. Order creation proxy object);

[0194] · commonDao*dao.CommonDao (Common Dao*dao. Common Dao);

[0195] · storeNetOpslnfo (netopsInfos[]nob.TicketNetOpslnfo) error (Store automated processing process (automated processing process information[]Nob. Work order automated processing process information) error);

[0196] · startNetOps (netopsInfos[]nob.TicketNetOpslnfo) error (Start automated processing process (automated processing process information[]nob. Work order automated processing process information) error);

[0197] · createTicket() (defs.TicketCreateResult,error) (Create work order() (Definition. Work order creation result, error));

[0198] · setProxy (proxy base.ICreateTicketProxy) (Set proxy (proxy. Order creation proxy object));

[0199] · getNewProxy() (base.ICreateTicketProxy,error) (Get new proxy() (Order creation proxy object, error));

[0200] · getProxy() error (Get proxy() error);

[0201] · createTicketBefore() error (Pre - processing method() error);

[0202] ·proProcess() error (Preprocessing () error);

[0203] ·createFlow() error (Create process () error);

[0204] ·printProcess() (Print process ());

[0205] ·saveExtInfo() error (Store additional information () error);

[0206] ·afterProcess() error (Post - processing () error);

[0207] ·commonCheckParam() error (General parameter check () error);

[0208] ·updateData() (Update data ());

[0209] ·inhibition() error (Inhibition () error);

[0210] ·startSla() error (Start state () error);

[0211] ·supplementaryInformation() error (Supplementary information () error);

[0212] ·alarmInhibition(alarmld string,ticketld int64)(bool,defs.TicketCreateResult,error)(Alarm inhibition (alarm string, work order int64) (Boolean variable, definition, work order creation result, error));

[0213] ·saveTicketInfo()(int64,error)(Store work order information () (int64, error));

[0214] ·saveReporterlnfo()(int64,error)(Save reporter information () (int64, error));

[0215] ·coreCreate() error (Core creation () (int64, error));

[0216] ·logCreateTicketData(prefix string,data any)(Create work order data (prefix string, data any));

[0217] · createTicketLogInfo(msg string) (Create ticket log information (msg string));

[0218] · createTicketLogError(error) (Create ticket log error (Error));

[0219] · CreateTicket() (defs.TicketCreateResult, error) (Create ticket () (Definition. Ticket creation result, error));

[0220] · GetTicketNo((string, error) (Get ticket number (string, error));

[0221] · SetData(data defs.UnionTicketCreateData) (Set data (Data definition, Intermodal ticket creation data));

[0222] · _start(ticketld int64, slaType string, operator string) error (_Start (ticket ID int64, sla type string, operator string) error);

[0223] · CommonInhibition() (bool, defs.TicketCreateResult, error) (Common inhibition () (Boolean variable, Definition. Ticket creation result, error)). Such as Figure 12As shown in the figure, the work order automated processing process is mainly divided into two categories: the main process and the business processing sub-process. The main process is a processing process used to track the life cycle of the work order and allows the work order processor to intervene manually in special cases. During the normal processing of the work order, it mainly goes through three stages: order creation 501, processing 502, and order closure 503. After the order creation is completed, the main process will initialize the order creation data of the work order into the process, facilitating the management of the work order while ensuring data consistency. The processing stage includes many operations, mainly including: transfer, suspension, escalation, shift handover, promotion of position, assistance in processing, associated work order, update of work order information, general operation, service restoration, fault repair, addition of processing process, etc. In most scenarios, the above operations will not be participated by the work order processor, and only when the business processing process of the work order cannot fully meet special circumstances, it is provided to the work order processor as a backup function. For the main process, the system also considers high scalability. For each type of work order accessed, the default main process can be used, or a certain process can be specified as the main process to more flexibly meet the needs of work order life cycle management.

[0224] The sub-process is a process-based processing solution for the corresponding work order type, managing the work order life cycle while processing the work order. After the work order is created, the corresponding business process will be started, and according to the order creation data, it will go to a specific processing branch, and finally solve and repair the problem reported by the reporter. Each work order type allows one or more sub-processes.

[0225] In summary, the method provided in the embodiment of the present application, in today's situation where the business complexity is gradually increasing, reduces the threshold for accessing new services, improves the automation degree of work order processing, standardizes the work order processing process, and reduces the risks brought by manual processing. It has become an ability that the general work order system needs to possess. The "main process + sub-process" plug-in work order process model has made a special breakthrough in the above four points, realizing the flexible adjustment, real-time modification, and gray-scale pluggability of the work order process, while ensuring the stability of the main work order process. While improving scalability, it also ensures stability.

[0226] Figure 13 The structural schematic diagram of a work order management device provided by an exemplary embodiment of the present application is shown. This device can be implemented as all or part of a computer device through software, hardware, or a combination of both. This device includes:

[0227] A receiving module 901, configured to receive a work order creation request of a first work order, where the work order type of the first work order is a first type;

[0228] A determination module 902, configured to determine a first proxy object corresponding to the first type. The first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the work orders of the first type during the work order creation process. The proxy method includes sub - process information for processing work orders of the first type;

[0229] A creation module 903, configured to run a work order creation main program and call the first proxy object to create the first work order according to the work order creation request. The work order creation main program includes methods common to at least two types of work orders during the work order creation process. The work order creation main program includes main - process information for processing at least two types of work orders in common;

[0230] Wherein, the processing process of the first work order includes the main process indicated by the main - process information and the sub - process indicated by the sub - process information. The main process is used to implement functions common to at least two types of work orders, and the sub - process is used to implement functions unique to the work orders of the first type.

[0231] In an alternative embodiment, the work order creation main program includes at least one sub - program, and the first proxy object includes proxy methods respectively corresponding to the at least one sub - program;

[0232] The creation module 903 is configured to sequentially run the sub - programs of the work order creation main program and create the first work order according to the work order creation request;

[0233] Wherein, running the sub - programs of the work order creation main program includes:

[0234] Running the sub - programs of the work order creation main program, executing the common methods corresponding to the sub - programs; and calling the first proxy object to execute the proxy methods corresponding to the sub - programs. In an alternative embodiment, the at least one sub - program includes a processing - process start sub - program, and the proxy method includes a processing - process start proxy method corresponding to the processing - process start sub - program;

[0235] The creation module 903 is configured to run the processing - process start sub - program, call the processing - process start proxy method in the first proxy object, and obtain proxy - process information, where the proxy - process information includes the sub - process information;

[0236] Send a process - start indication to the process management platform. The process - start indication includes the main - process information and the sub - process information, and the process - start indication is used to instruct the process management platform to start the main process and the sub - process of the first work order.

[0237] In an alternative embodiment, the main process information of the default main process is included in the subroutine for starting the processing flow;

[0238] In the case where the specified main process information is not included in the proxy process information, the process start instruction includes the main process information and the sub-process information, and the process start instruction is used to instruct the process management platform to start the default main process and the sub-process of the first work order;

[0239] In the case where the specified main process information is included in the proxy process information, the process start instruction includes the specified main process information and the sub-process information, and the process start instruction is used to instruct the process management platform to start the specified main process and the sub-process of the first work order.

[0240] In an alternative embodiment, the number of the sub-processes is at least two; the process information includes configuration information of sub-process processing logic, and the sub-process processing logic is used to determine the start timing of the at least two sub-processes; the at least two sub-processes include a target sub-process;

[0241] The creation module 903 is configured to send a target sub-process start instruction to the process management platform at the start timing of the target sub-process indicated by the configuration information of the processing logic, where the target sub-process start instruction includes the sub-process information of the target sub-process, and the target sub-process start instruction is used to start the target sub-process.

[0242] In an alternative embodiment, the at least one subroutine includes a pre-processing subroutine, and the proxy method includes a pre-processing proxy method corresponding to the pre-processing subroutine;

[0243] The creation module 903 is configured to run the pre-processing subroutine to perform data verification on the request parameters in the work order creation request; in the case where the data verification is passed, generate the first work order number of the first work order;

[0244] Call the pre-processing proxy method in the first proxy object to execute the unique pre-processing process corresponding to the first type.

[0245] In an alternative embodiment, the device further includes at least one of the following:

[0246] The creation module 903 is configured to run the preprocessing subroutine, and use a general suppression check algorithm to check the work order creation request, where the general suppression check algorithm is used to suppress the creation of work orders that do not conform to the general suppression rules; the creation module 903 is configured to call the preprocessing proxy method in the first proxy object, and use a proxy suppression check algorithm to check the work order creation request, where the proxy suppression check algorithm is used to suppress the creation of work orders that do not conform to the unique suppression rules corresponding to the first type.

[0247] In an alternative embodiment, the at least one subroutine includes a work order information saving subroutine, and the proxy method includes a work order information saving proxy method corresponding to the work order information saving subroutine;

[0248] The creation module 903 is configured to run the subroutine of the work order creation main program, execute the general method corresponding to the subroutine; and call the first proxy object to execute the proxy method corresponding to the subroutine, including:

[0249] Run the work order information saving subroutine, store the work order information of the first work order, and synchronize the work order information of the first work order to the first proxy object; the work order information is determined according to the work order creation request, and the work order information includes the first work order number of the first work order;

[0250] Call the first proxy object to store the work order information of the first work order in the first proxy object according to the work order information saving proxy method.

[0251] In an alternative embodiment, the at least one subroutine includes a service level agreement (SLA) start subroutine, and the proxy method includes an SLA start proxy method corresponding to the SLA start subroutine;

[0252] The creation module 903 is configured to run the SLA start subroutine to start the SLA of the first work order, where the SLA is used to indicate the timeliness of the first work order;

[0253] Call the SLA start proxy method in the first proxy object to start the unique SLA of the work order of the first type;

[0254] Wherein, the SLA includes at least one of the following: service restoration SLA, fault repair SLA, and order closure SLA. In an alternative embodiment, the at least one subroutine includes a postprocessing subroutine, and the proxy method includes a postprocessing proxy method corresponding to the postprocessing subroutine;

[0255] The creation module 903 is configured to run the post-processing subroutine to call the post-processing proxy method in the first proxy object and execute the post-processing process;

[0256] The post-processing process includes at least one of the following: storing the service data of the first work order, sending an email, and sending a message notification.

[0257] In an alternative embodiment, the main process is configured to implement at least one of the following functions:

[0258] Lifecycle tracking, transfer, suspension, escalation, shift handover, upgraded position, assisted processing, associated work order, updated work order information, general operation, service restoration, fault repair, and addition of the processing process of the first work order.

[0259] In an alternative embodiment, the apparatus further includes:

[0260] A processing module 904, configured to run the main process and sub-process of the first work order through a process management platform.

[0261] Figure 14 FIG. shows a block diagram of a computer device 1400 according to an exemplary embodiment of the present application. The computer device may be implemented as the terminal or server in the above solution of the present application. The computer device 1400 includes a central processing unit (CPU) 1401, a system memory 1404 including a random access memory (RAM) 1402 and a read-only memory (ROM) 1403, and a system bus 1405 connecting the system memory 1404 and the central processing unit 1401. The computer device 1400 also includes a mass storage device 1406 for storing an operating system 1409, an application program 1410, and other program modules 1411.

[0262] The mass storage device 1406 is connected to the central processing unit 1401 through a mass storage controller (not shown) connected to the system bus 1405. The mass storage device 1406 and its associated computer-readable medium provide non-volatile storage for the computer device 1400. That is to say, the mass storage device 1406 may include a computer-readable medium (not shown) such as a hard disk or a compact disc read-only memory (CD-ROM) drive.

[0263] Without loss of generality, the computer-readable medium may include a computer storage medium and a communication medium. The computer storage medium includes volatile and non-volatile, removable and non-removable media implemented by any method or technology for storing information such as computer-readable instructions, data structures, program modules, or other data. The computer storage medium includes RAM, erasable programmable read-only memory (EPROM), electrically-erasable programmable read-only memory (EEPROM), flash memory or other solid-state storage technologies, CD-ROM, digital versatile disc (DVD) or other optical storage, magnetic tape cartridges, tapes, disk storage or other magnetic storage devices. Of course, those skilled in the art will understand that the computer storage medium is not limited to the above several types. The above system memory 1404 and mass storage device 1406 can be collectively referred to as memory.

[0264] According to various embodiments of the present disclosure, the computer device 1400 may also run by connecting to a remote computer on a network such as the Internet. That is, the computer device 1400 may be connected to the network 1408 through the network interface unit 1407 connected to the system bus 1405, or in other words, the network interface unit 1407 may also be used to connect to other types of networks or remote computer systems (not shown).

[0265] The memory further includes at least one computer program, and the at least one computer program is stored in the memory. The central processing unit 1401 implements all or part of the steps in the work order management method shown in the above various embodiments by executing the at least one program.

[0266] The embodiments of the present application further provide a computer device, which includes a processor and a memory. At least one program is stored in the memory, and the at least one program is loaded and executed by the processor to implement the work order management method provided by the above method embodiments.

[0267] The embodiments of the present application further provide a computer-readable storage medium, in which at least one computer program is stored, and the at least one computer program is loaded and executed by the processor to implement the work order management method provided by the above method embodiments.

[0268] The embodiments of the present application further provide a computer program product, which includes a computer program stored in a computer-readable storage medium. The computer program is read and executed by a processor of a computer device, so that the computer device executes to implement the work order management method provided in the above method embodiments.

[0269] It can be understood that in the specific implementation of the present application, for data, historical data, and portraits and other user data processing related to user identity or characteristics, when the above embodiments of the present application are applied to specific products or technologies, user permission or consent needs to be obtained, and the collection, use, and processing of relevant data need to comply with relevant laws, regulations, and standards of relevant countries and regions.

[0270] It should be noted that unless otherwise clearly defined herein, all terms used in the claims are interpreted according to their ordinary meanings in the technical field. Unless otherwise clearly stated, all references to "an element, device, component, equipment, step, etc." will be interpreted openly as referring to at least one instance of the element, device, component, equipment, step, etc. Unless clearly stated, the steps of any method disclosed herein are not necessarily executed in the exact order disclosed.

[0271] It should be understood that "a plurality" mentioned herein refers to two or more. "And / or" describes the association relationship of associated objects and indicates that there can be three relationships. For example, A and / or B can represent: A exists alone, A and B exist simultaneously, and B exists alone. The character " / " generally represents an "or" relationship between the associated objects before and after.

[0272] Those of ordinary skill in the art can understand that all or part of the steps of implementing the above embodiments can be completed by hardware, or can be completed by a program instructing relevant hardware. The program can be stored in a computer-readable storage medium, and the above-mentioned storage medium can be a read-only memory, a disk, an optical disc, etc.

[0273] The above are only optional embodiments of the present application and are not intended to limit the present application. Any modifications, equivalent replacements, improvements, etc. made within the spirit and principle of the present application shall be included in the protection scope of the present application.

Claims

1. A work order management method, characterized in that, The method includes: Receiving a work order creation request for a first work order, where the work order type of the first work order is a first type; Determining a first proxy object corresponding to the first type, where the first proxy object encapsulates a proxy method, and the proxy method includes methods unique to the first type of work order during the work order creation process, and the proxy method includes sub - process information for processing the first type of work order; Running a work order creation main program and calling the first proxy object to create the first work order according to the work order creation request. The work order creation main program includes methods common to at least two types of work orders during the work order creation process, and the work order creation main program includes main - process information common to at least two types of work orders; Wherein, the processing process of the first work order includes the main process indicated by the main - process information and the sub - process indicated by the sub - process information. The main process is used to implement functions shared by at least two types of work orders, and the sub - process is used to implement functions unique to the first type of work order.

2. The method according to claim 1, wherein The work order creation main program includes at least one sub - program, and the first proxy object includes proxy methods corresponding to the at least one sub - program respectively; The running of the work order creation main program and the calling of the first proxy object to create the first work order according to the work order creation request includes: Sequentially running the sub - programs of the work order creation main program to create the first work order according to the work order creation request; Wherein, the running of the sub - programs of the work order creation main program includes: Running the sub - programs of the work order creation main program and executing the common methods corresponding to the sub - programs; and calling the first proxy object to execute the proxy methods corresponding to the sub - programs.

3. The method according to claim 2, wherein The at least one sub - program includes a processing - flow start sub - program, and the proxy method includes a processing - flow start proxy method corresponding to the processing - flow start sub - program; Running the sub - programs of the work order creation main program and executing the common methods corresponding to the sub - programs; And calling the first proxy object to execute the proxy methods corresponding to the sub - programs includes: Running the processing - flow start sub - program, calling the processing - flow start proxy method in the first proxy object to obtain proxy - flow information, where the proxy - flow information includes the sub - process information; Sending a flow - start instruction to a process management platform, where the flow - start instruction includes the main - process information and the sub - process information, and the flow - start instruction is used to instruct the process management platform to start the main process and the sub - process of the first work order.

4. The method according to claim 3, wherein The processing - flow start sub - program includes the main - process information of the default main process; In the case where the proxy - flow information does not include specified main - process information, the flow - start instruction includes the main - process information and the sub - process information, and the flow - start instruction is used to instruct the process management platform to start the default main process and the sub - process of the first work order; When the specified main process information is included in the proxy process information, the process start instruction includes the specified main process information and the subprocess information, and the process start instruction is used to instruct the process management platform to start the specified main process and the subprocess of the first work order.

5. The method according to claim 3, wherein The number of the subprocesses is at least two; the process information includes configuration information of subprocess processing logic, and the subprocess processing logic is used to determine the start time of the at least two subprocesses; The at least two subprocesses include a target subprocess; The method further includes: At the start time of the target subprocess indicated by the configuration information of the processing logic, sending a target subprocess start instruction to the process management platform, where the target subprocess start instruction includes the subprocess information of the target subprocess, and the target subprocess start instruction is used to start the target subprocess.

6. The method according to claim 2, wherein The at least one subprogram includes a preprocessing subprogram, and the proxy method includes a preprocessing proxy method corresponding to the preprocessing subprogram; Running the subprogram of the work order creation main program and executing the general method corresponding to the subprogram; And calling the first proxy object and executing the proxy method corresponding to the subprogram, including: Running the preprocessing subprogram to perform data verification on the request parameters in the work order creation request; when the data verification passes, generating a first work order number of the first work order; Calling the preprocessing proxy method in the first proxy object to execute the unique preprocessing process corresponding to the first type.

7. The method according to claim 6, wherein The method further includes at least one of the following: Running the preprocessing subprogram and using a general suppression check algorithm to check the work order creation request, where the general suppression check algorithm is used to suppress the creation of work orders that do not conform to the general suppression rules; Calling the preprocessing proxy method in the first proxy object and using a proxy suppression check algorithm to check the work order creation request, where the proxy suppression check algorithm is used to suppress the creation of work orders that do not conform to the unique suppression rules corresponding to the first type.

8. The method according to claim 2, wherein The at least one subprogram includes a work order information saving subprogram, and the proxy method includes a work order information saving proxy method corresponding to the work order information saving subprogram; Running the subprogram of the work order creation main program and executing the general method corresponding to the subprogram; And calling the first proxy object and executing the proxy method corresponding to the subprogram, including: Running the work order information saving subprogram to store the work order information of the first work order and synchronize the work order information of the first work order to the first proxy object; the work order information is determined according to the work order creation request, and the work order information includes the first work order number of the first work order; Calling the first proxy object and storing the work order information of the first work order in the first proxy object according to the work order information saving proxy method.

9. The method according to claim 2, wherein The at least one subprogram includes a service level agreement SLA start subprogram, and the proxy method includes an SLA start proxy method corresponding to the SLA start subprogram; Run the subroutine of the work order creation main program and execute the general method corresponding to the subroutine; And call the first proxy object to execute the proxy method corresponding to the subroutine, including: Run the SLA start subroutine to start the SLA of the first work order, where the SLA is used to indicate the timeliness of the first work order; Call the SLA start proxy method in the first proxy object to start the SLA unique to the first type of work order; Wherein, the SLA includes at least one of the following: service restoration SLA, fault repair SLA, and work order completion SLA.

10. The method according to claim 2, wherein The at least one subroutine includes a post-processing subroutine, and the proxy method includes a post-processing proxy method corresponding to the post-processing subroutine; Run the subroutine of the work order creation main program and execute the general method corresponding to the subroutine; And call the first proxy object to execute the proxy method corresponding to the subroutine, including: Run the post-processing subroutine to call the post-processing proxy method in the first proxy object to execute the post-processing process; The post-processing process includes at least one of the following: storing the business data of the first work order, sending an email, and sending a message notification.

11. The method according to any one of claims 1 to 10, characterized in that, The main process is used to implement at least one of the following functions: Lifecycle tracking, transfer, suspension, escalation, shift handover, promotion of position, assistance in processing, associated work order, update of work order information, general operation, service restoration, fault repair, and addition of processing process of the first work order.

12. A work order management device, characterized in that, The device includes: A receiving module, configured to receive a work order creation request of a first work order, where the work order type of the first work order is a first type; A determination module, configured to determine a first proxy object corresponding to the first type, where the first proxy object encapsulates a proxy method, and the proxy method includes a method unique to the first type of work order during the work order creation process, and the proxy method includes sub-process information for processing the first type of work order; A creation module, configured to run a work order creation main program and call the first proxy object to create the first work order according to the work order creation request, where the work order creation main program includes methods common to at least two types of work orders during the work order creation process, and the work order creation main program includes main process information common to at least two types of work orders; Wherein, the processing process of the first work order includes a main process indicated by the main process information and a sub-process indicated by the sub-process information, the main process is used to implement functions shared by at least two types of work orders, and the sub-process is used to implement functions unique to the first type of work order.

13. A computer device, characterized in that, The computer device includes: a processor and a memory, and at least one computer program is stored in the memory, and at least one computer program is loaded and executed by the processor to implement the work order management method according to any one of claims 1 to 11.

14. A computer storage medium, characterized in that, At least one computer program is stored in the computer-readable storage medium, and at least one computer program is loaded and executed by the processor to implement the work order management method according to any one of claims 1 to 11.

15. A computer program product, characterized in that, The computer program product includes a computer program stored in a computer-readable storage medium; the computer program is read and executed by a processor of a computer device from the computer-readable storage medium, so that the computer device executes the work order management method according to any one of claims 1 to 11.

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