Exception handling method and device, storage medium and program product

Abstract

The invention provides an exception handling method and device, a storage medium and a program product, and the method comprises the steps: obtaining a plurality of exception events corresponding to a target user, the exception events comprising exception objects and exception solutions; according to the plurality of abnormal events, a target event is determined, and the target event comprises at least one abnormal solution and an abnormal object corresponding to the abnormal solution; and generating user notification information corresponding to the target event, and sending the target event and the user notification information to equipment corresponding to the target user. And the business influence of the abnormal event on the user is reduced.

Description

Technical Field

[0001] The present application relates to the field of computers, and in particular to an exception handling method, device, storage medium, and program product. Background Art

[0002] Objects can carry user services. For example, an object can be an Elastic Cloud Server (ECS) instance. When an exception occurs on an object, some exceptions can be handled without the user noticing; others need to be reported to the user, allowing them to resolve the exception through appropriate solutions, such as restarting the object.

[0003] Currently, if an abnormal event occurs that needs to be reported to the user, the abnormal event can be reported directly to the user. However, for different abnormal events, the user may need to repeatedly use the same solution, resulting in a significant impact on the user's business. Summary of the Invention

[0004] Various aspects of the present application provide an exception handling method, device, storage medium, and program product to reduce the impact of abnormal events on user services.

[0005] In a first aspect, an embodiment of the present application provides an exception handling method, comprising:

[0006] Acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal resolution methods;

[0007] Determine a target event according to the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormal object corresponding to the abnormality resolution method;

[0008] Generate user notification information corresponding to the target event, and send the target event and the user notification information to a device corresponding to the target user.

[0009] In a possible implementation, determining a target event based on the multiple abnormal events includes:

[0010] Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same;

[0011] The target event is determined according to the at least one abnormal event group.

[0012] In a possible implementation, determining the target event according to the at least one abnormal event group includes:

[0013] For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object;

[0014] The target event is determined according to the sub-target events corresponding to each abnormal event group.

[0015] In a possible implementation, determining the target event according to the sub-target events corresponding to each abnormal event group includes:

[0016] For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group;

[0017] The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

[0018] In one possible implementation, the method further includes:

[0019] Determine the description information corresponding to each exception resolution method;

[0020] Determine that the target event also includes description information corresponding to each exception resolution method.

[0021] In a possible implementation, obtaining multiple abnormal events corresponding to the target user includes:

[0022] Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user;

[0023] Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform;

[0024] Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

[0025] In a possible implementation, after determining the abnormal event in the at least one abnormal task as multiple abnormal events corresponding to the target user, the method further includes:

[0026] Updating the task status corresponding to the at least one abnormal task to a pending state; and / or,

[0027] For any abnormal task, a first number of abnormal events in the abnormal task is determined, the first number is stored, and the number of processed abnormal events in the abnormal task is set to 0.

[0028] In a possible implementation, for any abnormal task, the method further includes:

[0029] Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state;

[0030] According to the object status of each abnormal object, the task status of the abnormal task is updated; and / or the number of abnormal events processed in the abnormal task is updated.

[0031] In a possible implementation, sending the target event and the user notification information to a device corresponding to the target user includes:

[0032] generating an initial customer notification based on the target event and the user notification information;

[0033] Storing the initial customer notification in a first queue;

[0034] Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue;

[0035] The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

[0036] In one possible implementation, the method further includes:

[0037] Receiving a response message sent by a device corresponding to the target user;

[0038] Parse and store the response message.

[0039] In a second aspect, an embodiment of the present application provides an exception handling method, including:

[0040] Acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal resolution methods. The abnormal objects are objects in abnormal states in the cloud server;

[0041] Determine a target event according to the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormal object corresponding to the abnormality resolution method;

[0042] Generate user notification information corresponding to the target event, and send the target event and the user notification information to a device corresponding to the target user.

[0043] In a possible implementation, determining a target event based on the multiple abnormal events includes:

[0044] Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same;

[0045] The target event is determined according to the at least one abnormal event group.

[0046] In a possible implementation, determining the target event according to the at least one abnormal event group includes:

[0047] For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object;

[0048] The target event is determined according to the sub-target events corresponding to each abnormal event group.

[0049] In a possible implementation, determining the target event according to the sub-target events corresponding to each abnormal event group includes:

[0050] For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group;

[0051] The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

[0052] In one possible implementation, the method further includes:

[0053] Determine the description information corresponding to each exception resolution method;

[0054] Determine that the target event also includes description information corresponding to each exception resolution method.

[0055] In a possible implementation, obtaining multiple abnormal events corresponding to the target user includes:

[0056] Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user;

[0057] Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform;

[0058] Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

[0059] In a possible implementation, after determining the abnormal event in the at least one abnormal task as multiple abnormal events corresponding to the target user, the method further includes:

[0060] Updating the task status corresponding to the at least one abnormal task to a pending state; and / or,

[0061] For any abnormal task, a first number of abnormal events in the abnormal task is determined, the first number is stored, and the number of processed abnormal events in the abnormal task is set to 0.

[0062] In a possible implementation, for any abnormal task, the method further includes:

[0063] Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state;

[0064] According to the object status of each abnormal object, the task status of the abnormal task is updated; and / or the number of abnormal events processed in the abnormal task is updated.

[0065] In a possible implementation, sending the target event and the user notification information to a device corresponding to the target user includes:

[0066] generating an initial customer notification based on the target event and the user notification information;

[0067] Storing the initial customer notification in a first queue;

[0068] Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue;

[0069] The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

[0070] In one possible implementation, the method further includes:

[0071] Receiving a response message sent by a device corresponding to the target user;

[0072] Parse and store the response message.

[0073] In a third aspect, an embodiment of the present application provides an exception handling device, which includes an acquisition module, a determination module, a generation module, and a sending module, wherein:

[0074] The acquisition module is used to acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal solutions;

[0075] The determining module is configured to determine a target event based on the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormality object corresponding to the abnormality resolution method;

[0076] The generating module is used to generate user notification information corresponding to the target event;

[0077] The sending module is used to send the target event and the user notification information to the device corresponding to the target user.

[0078] In a possible implementation, the determining module is specifically configured to:

[0079] Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same;

[0080] The target event is determined according to the at least one abnormal event group.

[0081] In a possible implementation, the determining module is specifically configured to:

[0082] For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object;

[0083] The target event is determined according to the sub-target events corresponding to each abnormal event group.

[0084] In a possible implementation, the determining module is specifically configured to:

[0085] For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group;

[0086] The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

[0087] In a possible implementation, the determining module is further configured to:

[0088] Determine the description information corresponding to each exception resolution method;

[0089] Determine that the target event also includes description information corresponding to each exception resolution method.

[0090] In a possible implementation, the acquisition module is specifically configured to:

[0091] Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user;

[0092] Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform;

[0093] Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

[0094] In a possible implementation, the exception handling device further includes an update module, wherein the update module is configured to:

[0095] Updating the task status corresponding to the at least one abnormal task to a pending state; and / or,

[0096] For any abnormal task, a first number of abnormal events in the abnormal task is determined, the first number is stored, and the number of processed abnormal events in the abnormal task is set to 0.

[0097] In a possible implementation, the update module is further configured to:

[0098] Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state;

[0099] updating the task status of the abnormal task according to the object status of each abnormal object; and / or,

[0100] Update the number of exception events that have been processed in the exception task.

[0101] In a possible implementation manner, the sending module is specifically configured to:

[0102] generating an initial customer notification based on the target event and the user notification information;

[0103] Storing the initial customer notification in a first queue;

[0104] Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue;

[0105] The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

[0106] In a possible implementation, the exception handling device further includes a receiving module, wherein the receiving module is configured to:

[0107] Receiving a response message sent by a device corresponding to the target user;

[0108] Parse and store the response message.

[0109] In a fourth aspect, an embodiment of the present application provides an exception handling device, the exception handling device comprising an acquisition module, a determination module, a generation module and a sending module, wherein:

[0110] The acquisition module is used to acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal solutions, and the abnormal objects are objects in abnormal states in the cloud server;

[0111] The determining module is configured to determine a target event based on the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormality object corresponding to the abnormality resolution method;

[0112] The generating module is used to generate user notification information corresponding to the target event;

[0113] The sending module is used to send the target event and the user notification information to the device corresponding to the target user.

[0114] In a possible implementation, the determining module is specifically configured to:

[0115] Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same;

[0116] The at least one abnormal event group is determined, and the target event is determined.

[0117] In a possible implementation, the determining module is specifically configured to:

[0118] For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object;

[0119] The target event is determined according to the sub-target events corresponding to each abnormal event group.

[0120] In a possible implementation, the determining module is specifically configured to:

[0121] For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group;

[0122] The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

[0123] In a possible implementation, the determining module is further configured to:

[0124] Determine the description information corresponding to each exception resolution method;

[0125] Determine that the target event also includes description information corresponding to each exception resolution method.

[0126] In a possible implementation, the acquisition module is specifically configured to:

[0127] Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user;

[0128] Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform;

[0129] Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

[0130] In a possible implementation, the exception handling device further includes an update module, wherein the update module is configured to:

[0131] Updating the task status corresponding to the at least one abnormal task to a pending state; and / or,

[0132] For any abnormal task, a first number of abnormal events in the abnormal task is determined, the first number is stored, and the number of processed abnormal events in the abnormal task is set to 0.

[0133] In a possible implementation, the update module is further configured to:

[0134] Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state;

[0135] updating the task status of the abnormal task according to the object status of each abnormal object; and / or,

[0136] Update the number of exception events that have been processed in the exception task.

[0137] In a possible implementation manner, the sending module is specifically configured to:

[0138] generating an initial customer notification based on the target event and the user notification information;

[0139] Storing the initial customer notification in a first queue;

[0140] Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue;

[0141] The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

[0142] In a possible implementation, the exception handling device further includes a receiving module, wherein the receiving module is configured to:

[0143] Receiving a response message sent by a device corresponding to the target user;

[0144] Parse and store the response message.

[0145] In a fifth aspect, an embodiment of the present application provides an exception handling device, including: a memory and a processor;

[0146] The memory stores computer-executable instructions;

[0147] The processor executes the computer-executable instructions stored in the memory, so that the processor performs the method according to any one of the first aspect or the second aspect.

[0148] In a sixth aspect, an embodiment of the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores computer-executable instructions, which, when executed by a processor, are used to implement the method described in either the first aspect or the second aspect.

[0149] In a seventh aspect, an embodiment of the present application provides a computer program product, comprising a computer program, which, when executed by a processor, implements the method shown in either the first aspect or the second aspect.

[0150] The embodiments of the present application provide an exception handling method, device, storage medium, and program product. Through the above method, multiple exception events corresponding to a target user can be obtained; based on the multiple exception events, a target event can be determined; user notification information corresponding to the target event can be generated; and the target event and user notification information can be sent to the device corresponding to the target user. Through the above method, multiple exception events can be combined and processed from the user's perspective to obtain a target event, and the target event can be sent to the user, reducing the number of times the exception event is reported to the user and the number of times the user handles the exception event, thereby reducing the impact of the exception event on the user's business. BRIEF DESCRIPTION OF THE DRAWINGS

[0151] The drawings described herein are used to provide a further understanding of the present application and constitute a part of the present application. The illustrative embodiments of the present application and their descriptions are used to explain the present application and do not constitute an improper limitation on the present application. In the drawings:

[0152] Figure 1 A schematic diagram of an application scenario provided by an exemplary embodiment of the present application;

[0153] Figure 2 A schematic diagram of the architecture of an exception handling system provided by an exemplary embodiment of the present application;

[0154] Figure 3 A flowchart of an exception handling method provided by an exemplary embodiment of the present application;

[0155] Figure 4 A flowchart of another exception handling method provided by an exemplary embodiment of the present application;

[0156] Figure 5 A schematic diagram of the architecture of another exception handling system provided by an exemplary embodiment of the present application;

[0157] Figure 6 A flowchart of another exception handling method provided by an exemplary embodiment of the present application;

[0158] Figure 7 A schematic structural diagram of an exception handling device provided by an exemplary embodiment of the present application;

[0159] Figure 8 A schematic structural diagram of another exception handling device provided by an exemplary embodiment of the present application;

[0160] Figure 9 A schematic structural diagram of an exception handling device is provided for an exemplary embodiment of the present application. DETAILED DESCRIPTION

[0161] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards, and provide corresponding operation entrances for users to choose to authorize or refuse.

[0162] To make the purpose, technical solutions, and advantages of this application more clear, the technical solutions of this application will be clearly and completely described below in conjunction with the specific embodiments of this application and the corresponding drawings. Obviously, the embodiments described are only part of the embodiments of this application, not all of them. Based on the embodiments in this application, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of this application.

[0163] To facilitate understanding, the technical terms involved in the embodiments of this application are first explained.

[0164] ECS: It is a cloud server that can be obtained at any time and can be elastically scaled.

[0165] Scale Rotation Platform: Alibaba Cloud's internal operations and maintenance platform for system upgrades and maintenance of existing environments for existing customers. It has the ability to quickly aggregate and discover batches of risky resources and quickly migrate them in batches, supporting the regular update and iteration of the underlying basic resources of ECS.

[0166] Customer risk warning platform: Alibaba Cloud uses customer-specific operational data, such as downtime rate, proactive maintenance rate, disk failure rate, and user virtual machine operating system crash (panic) rate, as well as user feedback tickets, to determine whether sensitive customers are facing customer risk in the near future and issue warnings using rules of varying sensitivity.

[0167] Guest OS panic detection platform: Alibaba Cloud's comprehensive service platform for recording ECS ​​crash details and performing root cause diagnosis.

[0168] ECS Risk Center: Alibaba Cloud's internal platform for systematically recording, managing, and searching for ECS online risk and risk information.

[0169] ECS cold migration: Switching an ECS from a stopped physical machine to a new physical machine.

[0170] ECS hot migration: Switching an ECS from one physical machine to a new physical machine while it is running.

[0171] User ID: refers to a user identity document (ID) or user code, etc. One user may correspond to one user ID.

[0172] User subaccount ID: The ID of the user's branch, or the branch code, etc. A user can have at least one branch, and each branch can correspond to a user subaccount ID.

[0173] For ease of understanding, the following Figure 1 , describes the application scenarios involved in the embodiments of this application.

[0174] Figure 1 This is a schematic diagram of an application scenario provided by an exemplary embodiment of the present application. Figure 1 As shown, objects can carry user services. For example, object 1 can carry user services a and b, object 2 can carry user service c, and object 3 can carry user services d, e, and f. The objects can be, for example, ECS instances.

[0175] Failures that occur during object operation may cause exceptions. Some exceptions can be handled without the user noticing. However, handling some exceptions requires restarting or hot-migrating the object, which can disrupt user services. Therefore, it is important to report the exception to the user before handling it.

[0176] Currently, if an abnormal event occurs that requires reporting to the user, it can be reported directly to the user, allowing the user to resolve the abnormal event through appropriate solutions. For example, the solution could be restarting the object, hot migrating the object, or cold migrating the object. However, this method requires the user to resolve each abnormal event separately, which has a significant impact on the user's business.

[0177] To address the above issues, embodiments of the present application can identify a target event based on multiple abnormal events and report the target event to the user. This allows the user to handle the target event, reducing the number of times the user must handle abnormal events and minimizing the impact of abnormal events on the user's business. Furthermore, the methods provided in embodiments of the present application can reduce the number of times reports are sent to the user, resulting in a better user experience.

[0178] For example, it is assumed that the solution to abnormal event 1 is to restart object 1, and the solution to abnormal event 2 is also to restart object 1. In the related art, abnormal event 1 and abnormal event 2 can be reported to the user separately. The user needs to handle abnormal event 1 by restarting object 1 and handle abnormal event 2 by restarting object 1, which has a greater impact on the user's business. In the method provided in the embodiment of the present application, the target event can be determined based on abnormal event 1 and abnormal event 2, and the target event can be reported to the user. After the user knows the target event, abnormal event 1 and abnormal event 2 can be handled by restarting object 1, which reduces the number of times the user handles abnormal events and reduces the impact of abnormal events on the user's business.

[0179] Next, combine Figure 2 , the exception handling system involved in the embodiment of the present application is described.

[0180] Figure 2 This is a schematic diagram of the architecture of an exception handling system provided by an exemplary embodiment of the present application. Figure 2 ,The exception handling system can include a detection platform, an ,abnormal event handling platform and a customer service platform.

[0181] The detection platform can be a platform that can detect and discover abnormal events. In the embodiment of the present application, the detection platform can include at least one of the following: a scale rotation platform, a customer situation warning platform, a user operating system crash inspection platform, and an ECS hidden danger center.

[0182] During implementation, the detection platform can detect abnormal events and send them to the abnormal event handling platform. The abnormal event handling platform can then identify a target event based on multiple abnormal events. The client-server platform can then report the target event to the user. This system can reduce the number of reports to users, the number of times users have to handle abnormal events, and the impact of abnormal events on their business.

[0183] The following describes the abnormal events sent by each detection platform to the abnormal event processing platform.

[0184] The scale rotation platform can be used to repair abnormal events that occur during the operation of objects. It should be noted that the scale rotation platform can repair some abnormal events and send abnormal events that cannot be repaired to the abnormal event processing platform. The abnormal events sent by the scale rotation platform to the abnormal event processing platform may include at least one of the following situations:

[0185] a) For any abnormal event, if the scale rotation platform exceeds the first preset time and fails to successfully repair the abnormal event, the abnormal event can be sent to the abnormal event processing platform. For example, the first preset time can be 2 months.

[0186] b) For any user, if the number of objects corresponding to the user's abnormal event accounts for a proportion of the user's total objects that is greater than or equal to a first threshold, the abnormal event may be sent to the abnormal event processing platform. For example, assuming the first threshold is 80%, the total number of objects for a user is 10, and the number of objects corresponding to the user's abnormal event is 8, then the abnormal event corresponding to the user may be sent to the abnormal event processing platform.

[0187] c) For any user, if the number of objects corresponding to unrepairable abnormal events exceeds a second threshold within a second preset time period, the abnormal event may be sent to the abnormal event processing platform. For example, the second preset time period may be 90 days, and the second threshold may be 3.

[0188] d) For any user, if the object corresponding to the abnormal event corresponding to the user has a user complaint, the above abnormal event can be sent to the abnormal event processing platform.

[0189] The customer alert platform can collect statistics on the downtime rate, proactive maintenance rate, disk failure rate, operating system crash rate, and number of user feedback for each target. If the downtime rate, proactive maintenance rate, disk failure rate, operating system crash rate, or number of user feedback exceeds the corresponding threshold, the customer alert platform can generate an abnormal event based on the target information and send the abnormal event to the abnormal event processing platform.

[0190] Among them, the downtime rate corresponding to the object can be the downtime rate of the object, or the downtime rate of the object host machine, the active operation and maintenance rate corresponding to the object can be the active operation and maintenance rate of the object, or the active operation and maintenance rate of the object host machine, and the disk failure rate corresponding to the object can be the disk failure rate of the object, or the disk failure rate of the object host machine.

[0191] The user operating system crash inspection platform can count object crash events every week; the counted object crash events can be grouped according to the user sub-account ID to obtain the total number of object crash events corresponding to each user sub-account ID; the total number of object crash events corresponding to each user sub-account ID can be sorted in order from large to small; and the top N (for example, N can be 10) user sub-account IDs can be filtered according to the sorting as target user sub-account IDs.

[0192] The user operating system crash inspection platform can analyze the cause of the object crash event corresponding to the target user sub-account identifier to obtain the crash cause, generate an abnormal event based on the object crash event and the corresponding crash cause, and send the abnormal event to the abnormal event processing platform.

[0193] The ECS Fault Center receives object operational faults entered by business personnel and identifies target objects with the same operational fault based on the recorded object operational faults. Based on the faults entered by business personnel and the faults identified by the ECS Fault Center, the ECS Fault Center generates corresponding exception events and sends them to the exception event processing platform.

[0194] The technical solutions shown in this application are described in detail below through specific embodiments. It should be noted that the following embodiments can exist independently or in combination with each other, and the same or similar contents will not be repeated in different embodiments.

[0195] Figure 3 This is a flowchart of an exception handling method provided by an exemplary embodiment of this application. Figure 3 , the method may include:

[0196] S301: Acquire multiple abnormal events corresponding to the target user.

[0197] The execution subject of the embodiment of the present application can be an exception handling device, or an exception handling device set in the exception handling device. The exception handling device can be implemented by software, or by a combination of software and hardware. The exception handling device may include Figure 2 The abnormal event handling platform and customer service platform shown in the figure are shown in the figure. For ease of understanding, the following description is made by taking the execution subject as the abnormal event handling device as an example.

[0198] The target user can be any user who uses an object to carry services. For example, the object can be an ECS instance.

[0199] Exception events include exception objects and exception resolution methods.

[0200] The exception object can be an object that has failed. For example, the exception object can be a failed ECS instance.

[0201] Exception resolution methods can be fault handling methods for the exception object. For example, exception resolution methods can be restarting the ECS instance, cold migration of the ECS instance, or hot migration of the ECS instance.

[0202] In this embodiment, the exception handling device may obtain multiple exception events from the detection platform.

[0203] S302: Determine a target event based on multiple abnormal events.

[0204] The target event includes at least one exception resolution method and an exception object corresponding to the exception resolution method.

[0205] In this embodiment, multiple abnormal events can be grouped according to the abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, and the abnormal events in the abnormal event group have the same abnormality resolution method; and the target event is determined based on the at least one abnormal event group.

[0206] The target event may be a combined event obtained by combining multiple abnormal events corresponding to the target user.

[0207] The target event is described below through specific examples.

[0208] For example, assume that multiple abnormal events are as shown in Table 1:

[0209] Table 1

[0210]

[0211]

[0212] As shown in Table 1, the abnormal object included in abnormal event 1 may be object 1, and the abnormal resolution method may be restart. The abnormal object included in abnormal event 2 may be object 2, and the abnormal resolution method may be migration. The abnormal object included in abnormal event 3 may be object 1, and the abnormal resolution method may be restart. The abnormal object included in abnormal event 4 may be object 3, and the abnormal resolution method may be restart. The abnormal object included in abnormal event 5 may be object 4, and the abnormal resolution method may be migration. The abnormal object included in abnormal event 6 may be object 2, and the abnormal resolution method may be migration.

[0213] The exception resolution methods involved in this example include restart and migration. Therefore, the exception events whose resolution method is restart can be grouped into the same exception event group, and the exception events whose resolution method is migration can be grouped into the same exception event group. By grouping the six exception events shown in Table 1 according to the exception resolution method, two exception event groups can be obtained. The two exception event groups can be shown in Table 2:

[0214] Table 2

[0215] Abnormal Event Group Abnormal events Abnormal Event Group 1 Abnormal event 1, abnormal event 3, abnormal event 4 Abnormal Event Group 2 Abnormal event 2, abnormal event 5, abnormal event 6

[0216] Please refer to Table 2. Abnormal event group 1 may include abnormal event 1, abnormal event 3, and abnormal event 4. Abnormal event group 2 may include abnormal event 2, abnormal event 5, and abnormal event 6.

[0217] According to Table 1, abnormal event 1 includes abnormal object 1, abnormal event 3 corresponds to object 1, and abnormal event 4 corresponds to object 3. Therefore, the abnormal objects corresponding to the abnormal events included in abnormal event group 1 may be object 1, object 1, and object 3.

[0218] From Table 1, we can see that abnormal event 2 includes object 2, abnormal event 5 corresponds to object 4, and abnormal event 6 corresponds to object 2. Therefore, the abnormal objects corresponding to the abnormal events included in abnormal event group 2 may be object 2, object 4, and object 2.

[0219] In this example, by combining the abnormal events in the abnormal event group shown in Table 2, the target events obtained are: restarting object 1, object 1, and object 3, and migrating object 2, object 4, and object 2.

[0220] Optionally, before generating the target event, the objects corresponding to the target event may be deduplicated. In this way, the target events may be: restarting objects 1 and 3, and migrating objects 2 and 4.

[0221] S303: Generate user notification information corresponding to the target event.

[0222] In this embodiment, after the target event is generated, the target event is reported to the target user so that the target user knows the target event. The user notification information can be the customer-facing words used when reporting the target event to the target user.

[0223] It should be noted that different exception resolution methods correspond to different user notification information. In this embodiment, user notification information corresponding to the target event can be generated based on at least one exception resolution method corresponding to the target event.

[0224] Exemplarily, assuming that the exception resolution methods corresponding to the target event include restart and migration, user notification information corresponding to restart and user notification information corresponding to migration may be generated.

[0225] S304: Send the target event and user notification information to the device corresponding to the target user.

[0226] The device corresponding to the target user may be the terminal device of the target user, for example, the target user's mobile phone, tablet computer, desktop computer or server.

[0227] In this embodiment, the target event and user notification information may be sent to the device corresponding to the target user, so as to achieve the purpose of reporting the target event to the target user.

[0228] In the exception handling method provided in this embodiment, the exception handling device can obtain multiple exception events corresponding to the target user; determine the target event based on the multiple exception events; generate user notification information corresponding to the target event; and send the target event and user notification information to the device corresponding to the target user. Through the above method, it is possible to take the user's perspective, combine multiple exception events to obtain the target event, and send the target event to the user, reducing the number of times the exception event is reported to the user and the number of times the user handles the exception event, thereby reducing the impact of the exception event on the user's business.

[0229] In another optional embodiment, the present application further provides an exception handling method, comprising: obtaining multiple exception events corresponding to a target user, wherein the exception events include an exception object and an exception resolution method; determining a target event based on the multiple exception events, wherein the target event includes at least one exception resolution method and an exception object corresponding to the exception resolution method; generating user notification information corresponding to the target event, and sending the target event and user notification information to a device corresponding to the target user; wherein the exception object is an object in an abnormal state in a cloud server. For example, the exception object can be an ECS instance in an abnormal state in a cloud service.

[0230] On the basis of the above embodiment, in the exception handling method provided by the embodiment of the present application, the target user can also be determined before obtaining multiple exception events corresponding to the target user. Figure 4 , further illustrating the exception handling method provided in the embodiments of the present application.

[0231] Figure 4 This is a flowchart of another exception handling method provided by an exemplary embodiment of this application. Figure 4 , the method may include:

[0232] S401: Determine target users.

[0233] The execution subject of the embodiments of the present application can be an exception handling device, or an exception handling device provided in the exception handling device. The exception handling device can be implemented by software, or by a combination of software and hardware. For ease of understanding, the following description will be based on the exception handling device as an example.

[0234] The duration between the target user's last exception reporting time and the current time is greater than or equal to the target duration.

[0235] The last abnormality reporting time of the target user may be the time when the target event was last sent to the target user.

[0236] The target duration is determined based on historical feedback information from the target user, which may include consultation information and usage opinions from the target user.

[0237] The target user's consultation information may be consultation information fed back by the target user when the target user discovers an object in an abnormal state but the object in the abnormal state does not affect the business.

[0238] The target user's usage opinion may be the opinion information fed back by the target user when the target user discovers an object in an abnormal state and the object in the abnormal state has an impact on the business.

[0239] Specifically, the target duration may be a duration that changes dynamically based on historical feedback information of the target user.

[0240] For example, if there is no historical feedback from the target user within the preset historical period, the target duration can be set as the first duration; if consultation information from the target user is received within the preset historical period, the target duration can be set as the second duration; if usage feedback from the target user is received within the preset historical period, the target duration can be set as the third duration; wherein the first duration is less than the second duration, and the second duration is less than the third duration. For example, the preset historical period can be within 12 hours before the current time, the first duration can be 10 days, the second duration can be 20 days, and the third duration can be 30 days.

[0241] In another optional embodiment, the target duration corresponding to the target user may also be dynamically determined based on the operational stability of the object, wherein the object may be an object that carries the service of the target user.

[0242] Specifically, if the object's operational stability is greater than or equal to a stability threshold, the target duration can be updated to a first target duration; if the object's operational stability is less than the stability threshold, the target duration can be updated to a second target duration; wherein the first target duration is less than the target duration, and the target duration is less than the second target duration. The stability threshold can be set as needed and is not limited in this embodiment.

[0243] For example, it is assumed that the target durations corresponding to multiple users and the duration between the last abnormality reporting time and the current time are as shown in Table 3:

[0244] Table 3

[0245] user Target duration The time between the last abnormality report time and the current time User 1 15 days 10 days User 2 30 days 20 days User 3 30 days 30 days

[0246] As shown in Table 3, the target duration for user 1 can be 15 days, and the duration between user 1's last abnormality report and the current time is 10 days; the target duration for user 2 can be 30 days, and the duration between user 2's last abnormality report and the current time is 20 days; and the target duration for user 3 can be 30 days, and the duration between user 3's last abnormality report and the current time is 30 days. Therefore, user 3 can be identified as the target user.

[0247] S402: Obtain at least one abnormal task corresponding to the target user.

[0248] The abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform. The number of the detection platform can be one or more, and this embodiment does not limit this.

[0249] For any detection platform, the detection platform can detect the faulty object and generate an abnormal task based on the detection results.

[0250] An abnormal task may include at least one abnormal event obtained by a detection platform through a single detection and having the same abnormal resolution method.

[0251] It should be noted that the target user may include at least one branch, and the at least one abnormal task corresponding to the target user may include an abnormal task corresponding to at least one branch of the target user.

[0252] The exception handling device may obtain at least one exception task corresponding to the target user from the detection platform through a database or an application programming interface (API).

[0253] S403: Determine the abnormal events in the at least one abnormal task as multiple abnormal events corresponding to the target user.

[0254] In this embodiment, after obtaining one or more abnormal tasks from the abnormality detection platform, the abnormality handling device may determine abnormal events in all abnormal tasks as multiple abnormal events corresponding to the target user.

[0255] Optionally, the exception handling device may store user identifiers of multiple users and the importance level corresponding to each user identifier. During implementation, the exception handling device may search for the target user's user identifier among the multiple user identifiers and determine the importance level corresponding to the target user's user identifier as the target user's importance level. The exception handling device may sequentially process the exception events corresponding to the multiple users in descending order of importance.

[0256] In this embodiment, after determining multiple abnormal events corresponding to the target user, the exception handling device can also update the task status corresponding to at least one abnormal task to a pending status; and / or, for any abnormal task, determine the first number of abnormal events existing in the abnormal task, store the first number, and set the number of processed abnormal events in the abnormal task to 0.

[0257] Specifically, after determining multiple abnormal events corresponding to the target user, the task status of all abnormal tasks can be updated to a pending state. At the current moment, the abnormal events in each abnormal task have not been processed, so the number of processed abnormal events in the abnormal task can be set to 0.

[0258] For example, assuming that the number of abnormal tasks is 2, the task status of each abnormal task may be as shown in Table 4:

[0259] Table 4

[0260] Abnormal tasks Task Status First quantity The number of exception events handled Abnormal Mission 1 Pending 3 0 Abnormal Mission 2 Pending 2 0

[0261] As shown in Table 4, the at least one abnormal task corresponding to the target user may include abnormal task 1 and abnormal task 2. After the abnormal events included in abnormal task 1 and the abnormal events included in abnormal task 2 are determined as abnormal events corresponding to the target user, the task status of abnormal task 1 may be updated to a pending state, a first number of abnormal events existing in abnormal task 1 may be determined and stored as 3 (assuming that abnormal task 1 includes 3 abnormal events), and the number of processed abnormal events in abnormal task 1 may be set to 0. The task status of abnormal task 2 may also be updated to a pending state, a first number of abnormal events existing in abnormal task 2 may be determined and stored as 2 (assuming that abnormal task 2 includes 2 abnormal events), and the number of processed abnormal events in abnormal task 2 may be set to 0.

[0262] S404: Group multiple abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group.

[0263] Exceptions in an exception event group are resolved in the same way.

[0264] For example, abnormal events and abnormal event groups can be found in Table 1 and Table 2.

[0265] S405 . For any abnormal event group, determine the sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group.

[0266] The sub-target event includes the exception resolution method corresponding to the exception event group and at least one exception object.

[0267] The sub-target event may be a combined event obtained by combining abnormal events in an abnormal event group.

[0268] In this embodiment, the abnormal events in each abnormal event group may be combined to obtain sub-target events corresponding to each abnormal event group.

[0269] For example, assume that the abnormal event groups corresponding to the target user are shown in Table 2. In Table 2, the abnormal resolution method corresponding to abnormal event group 1 is restart; abnormal event group 1 includes abnormal event 1, abnormal event 3, and abnormal event 4. The abnormal object included in abnormal event 1 is object 1, the abnormal object included in abnormal event 3 is object 1, and the abnormal object corresponding to abnormal event 4 is object 3. Therefore, it can be seen that the abnormal objects corresponding to abnormal event group 1 can be object 1 and object 3; after combining abnormal event group 1, the resulting sub-target event 1 can be: restart object 1, object 1, and object 3.

[0270] In Table 2, the abnormal resolution method corresponding to abnormal event group 2 is migration; abnormal event group 2 includes abnormal event 2, abnormal event 5 and abnormal event 6. The abnormal object included in abnormal event 2 is object 2, the abnormal object included in abnormal event 5 is object 4, and the abnormal object corresponding to abnormal event 6 is object 2. It can be seen that the abnormal objects corresponding to abnormal event group 2 can be object 2 and object 4; after combining abnormal event group 2, the obtained sub-target event 2 can be: migration object 2, object 4 and object 2.

[0271] S406: Determine a target event according to the sub-target events corresponding to each abnormal event group.

[0272] In this embodiment, for the sub-target events corresponding to any abnormal event group, the abnormal objects in the sub-target events are deduplicated, and the abnormal objects in the invalid state in the sub-target events are deleted to obtain the target sub-target events corresponding to the abnormal event group; the target sub-target events corresponding to each abnormal event group are combined to obtain the target event.

[0273] The exception object in the invalid state may be an object that has been destroyed or released by the user.

[0274] Specifically, for any sub-target event, duplicate abnormal objects in the sub-target event can be deduplicated, and objects in the sub-target event that are in an invalid state can be deleted to obtain the target target event corresponding to the sub-target event.

[0275] For example, assuming that the sub-target events corresponding to the target user include sub-target event 1 and sub-target event 2, sub-target event 1 can be: restarting object 1, object 1 and object 3, and sub-target event 2 can be: migrating object 2, object 4 and object 2.

[0276] Assume that no object in the failed state exists among objects 1, 2, 3, and 4. By performing deduplication processing on sub-target event 1 and sub-target event 2, we can obtain that the target sub-target event 1 corresponding to sub-target event 1 can be: restarting object 1 and object 3, and the target sub-target event 2 corresponding to sub-target event 2 can be: migrating object 2 and object 4.

[0277] By combining target sub-target event 1 and target sub-target event 2, the target events obtained are: restarting object 1 and object 3, and migrating object 2 and object 4.

[0278] In this embodiment, multiple abnormal events can be integrated into one target event, thereby reducing the number of abnormal events reported to users, preventing customers from frequently receiving abnormal events, and improving user experience.

[0279] Optionally, the exception handling device may further determine description information corresponding to each exception resolution method; and determine that the target event also includes description information corresponding to each exception resolution method.

[0280] The description information corresponding to the exception resolution method may be a description of the exception resolution method by the exception handling device.

[0281] It should be noted that the exception handling device may store multiple exception resolution methods and the corresponding description information for each exception resolution method. During specific implementation, the exception handling device may query the corresponding description information for each exception resolution method based on the exception resolution method included in the target event, and may add the corresponding description information for the exception resolution method to the target event.

[0282] Optionally, the exception handling device can also store the region and availability zone of each object. The exception handling device can categorize multiple abnormal objects included in the target event by region and availability zone, and add the region and availability zone of each abnormal object to the target event. This method allows users to quickly determine the location of abnormal objects, thereby improving the efficiency of abnormal event handling.

[0283] S407: Generate user notification information corresponding to the target event.

[0284] It should be noted that the specific implementation of S407 can be found in S303 and will not be repeated here.

[0285] S408: Generate an initial customer notification based on the target event and user notification information.

[0286] The initial customer notification may be a message generated by the exception handling device and to be sent to the user. The initial customer notification may include the target event and user notification information.

[0287] In this embodiment, the exception handling device may also store risk descriptions, risk levels, risk types, and solutions corresponding to exception resolution methods, user production line identifiers corresponding to various objects, and the like.

[0288] During specific implementations, the exception handling device can determine the corresponding risk description, risk level, risk type, and solution based on the exception resolution method in the target event, and can add the risk description, risk level, risk type, and solution to the initial customer notification. Furthermore, the exception handling device can determine the user production line identifier corresponding to the target event based on the exception objects in the target event and the user production line identifiers corresponding to each object, and can add the user production line identifier corresponding to the target event to the initial customer notification.

[0289] Optionally, the exception handling device may further generate a customer identification for the initial customer notification, and may add the customer identification to the initial customer notification.

[0290] This embodiment does not limit the method for generating the customer identification. For example, the exception handling device can generate the customer identification for the initial customer notification based on the target event, risk level, and risk type corresponding to the initial customer notification.

[0291] S409: Store the initial customer notification in the first queue.

[0292] In this embodiment, the exception handling device may further include a simple log service (SLS) platform. A first queue may be set in the log service platform. The first queue may store the initial customer notification generated by the exception handling device.

[0293] During specific implementation, after the exception handling device generates the initial customer notification, the initial customer notification can be stored in the first queue of the log service platform.

[0294] S410: Perform audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain the target customer notification, and store the target customer notification in the second queue.

[0295] The audit platform can be a platform that can audit and desensitize the initial customer notification.

[0296] Through auditing and desensitizing processing, sensitive fields in the initial customer notification can be screened out, and sensitive fields can be deleted or replaced.

[0297] The target customer notification may be a customer notification to be reported to the user.

[0298] The second queue may be a message queue in the log service platform.

[0299] During the specific implementation process, the audit platform processes the initial customer notification, and after obtaining the target customer notification, the initial customer notification can be stored in the second column of the log service platform.

[0300] S411. Send a target customer notification in the second queue to a device corresponding to the target user through the customer service platform.

[0301] The customer service platform may be a platform that can communicate with a device corresponding to a target user.

[0302] Optionally, the customer service platform can also convert the content of the target customer notification into corresponding after-sales scripts, and can send the corresponding after-sales scripts to the device corresponding to the target user.

[0303] S412: Receive a response message sent by the device corresponding to the target user.

[0304] In this embodiment, the exception handling device may also obtain a response message corresponding to the target customer notification through the customer service platform.

[0305] The response message may include the target user's handling opinions, which may include at least the following two situations:

[0306] In case 1, the target user can provide feedback to the exception handling device via a response message, indicating that the exception event will be handled according to the exception resolution method specified in the target customer notification. The response message may include information such as the expected handling time. The expected handling time can be the time the target user has scheduled for handling the exception event.

[0307] In case 2, the target user can authorize the exception handling device through a response message to authorize after-sales personnel to perform recovery processing on multiple exception events.

[0308] In this embodiment, the exception handling device can automatically receive a response message sent by the device corresponding to the target user, so that the handling efficiency of the exception event is higher.

[0309] S413: parse and store the response message.

[0310] In this embodiment, the exception handling device can parse the response message and store the parsed response message so that after-sales personnel can handle the exception event according to the parsed response message.

[0311] In one possible implementation, if the response message includes an estimated processing time, after-sales personnel can prepare for exception handling based on the estimated processing time. For example, if the exception resolution method is migration, migration resources can be reserved for the target user.

[0312] In this way, we can actively cooperate with the target user to handle abnormal events based on the target user's response message, ensuring the success rate of handling abnormal events, thereby speeding up the handling of abnormal events, improving the handling efficiency of abnormal events, reducing the impact of abnormal events on user business, and providing a better user experience.

[0313] In another possible implementation, if the target user believes that the abnormal event has little or no impact on their business, they can authorize the abnormality handling device through a response message. At this time, after-sales personnel can handle the abnormal event according to the abnormality resolution method.

[0314] This approach allows for proactive handling of exception events based on the target user's response message, improving the efficiency of handling exception events. Furthermore, the target duration can be adjusted based on the response message. For example, if the target user authorizes the exception handling device via a response message, the target duration can be increased. In other words, the time interval between reporting the target event to the target user can be increased, resulting in a better user experience.

[0315] In this embodiment, the exception handling device may further include a timing management platform. For any abnormal task, the exception handling device may obtain the object status of each abnormal object in the abnormal task through the timing management platform, where the object status is either abnormal or normal; update the task status of the abnormal task based on the object status of each abnormal object; and / or update the number of abnormal events handled in the abnormal task.

[0316] Specifically, the object management system can update the object status of each object. After the target user processes the target event corresponding to the target-to-customer notification, the object management system can update the object status of the corresponding object to a normal state. It should be noted that for a description of the object management system, please refer to the relevant art. In the embodiments of the present application, the exception handling device can obtain the object status of the object from the object management system via the timing management platform.

[0317] For any abnormal task, the exception handling device can obtain the object status of each abnormal object in the abnormal task from the object management system through the timing management platform at a first preset time period. If the object status of the abnormal object is updated to a normal state, the exception handling device can update the status of the corresponding abnormal object in the abnormal task. If the status of all abnormal objects in the abnormal task is updated to a normal state, the task status of the abnormal task can be updated to a completed state. For example, the first preset time period can be 6 hours.

[0318] Optionally, the exception handling device can obtain a response message corresponding to the target customer notification from the second queue through the timer management platform at a second preset time period to confirm whether the user agrees to handle the corresponding exception task. For example, the second preset time period can be 10 minutes.

[0319] Optionally, the exception handling device may, through the timing management platform, traverse the task status of each abnormal task at a third preset duration. For any abnormal task, if the abnormal task has been reported to the customer and the task status of the abnormal task has been pending for more than the fourth preset duration, the exception handling device may update the task status of the abnormal task to an invalid state.

[0320] In this embodiment, the exception handling device may further include an indicator reporting platform. The exception handling device may use the indicator reporting platform to visually display multiple indicators of exception handling. The multiple indicators of exception handling may be as shown in Table 5:

[0321] Table 5

[0322]

[0323] In the exception handling method provided in this embodiment, the exception handling device can determine the target user; can obtain at least one exception task corresponding to the target user; can determine the abnormal events in at least one abnormal task as multiple abnormal events corresponding to the target user; can group and process multiple abnormal events according to the exception resolution method in the abnormal event to obtain at least one abnormal event group; for any abnormal event group, can determine the sub-target event corresponding to the abnormal event group according to the abnormal event in the abnormal event group; can determine the target event according to the sub-target event corresponding to each abnormal event group; can generate user notification information corresponding to the target event; can generate an initial customer notification based on the target event and the user notification information; can store the initial customer notification in the first queue; can audit and desensitize the initial customer notification in the first queue through the audit platform to obtain the target customer notification, and store the target customer notification in the second queue; can send the target customer notification in the second queue to the device corresponding to the target user through the customer service platform; can receive a response message sent by the device corresponding to the target user, and can parse and store the response message. This method allows users to combine multiple abnormal events from a user's perspective to generate a target event, which is then sent to the user. This reduces the number of reports to the user and the number of times the user must handle the abnormal event, thereby reducing the impact of abnormal events on the user's business. Furthermore, this method allows users to efficiently handle abnormal events, improving the efficiency of abnormal event handling and thus enhancing the stability of the user's business.

[0324] Based on any of the above embodiments, Figure 5 The architecture of the exception handling system shown in the figure further illustrates the exception handling method provided in the embodiment of the present application.

[0325] Figure 5 This is a schematic diagram of another exception handling system provided by an exemplary embodiment of the present application. Figure 5 ,The exception handling system may include an exception handling device and ,a detection platform.

[0326] The detection platform can include a scale rotation platform, a customer situation warning platform, a user operating system crash inspection platform, and an ECS risk center.

[0327] Exception handling equipment may include an exception event processing platform, an audit platform, a customer service platform, an SLS platform, a timing management platform, and an indicator reporting platform.

[0328] The exception handling device can obtain exception events corresponding to target users from the detection platform, can combine multiple exception events through the exception event handling platform to obtain a target event, can generate an initial customer notification corresponding to the target event through the exception event handling platform, and can store the initial customer notification in the first queue of the SLS platform through the exception event handling platform.

[0329] The exception handling device can audit and desensitize the initial customer notification in the first queue through the audit platform to obtain the target customer notification, and store the target customer notification in the second queue.

[0330] The exception handling device may send the target customer notification in the second queue to the device corresponding to the target user through the customer service platform, and obtain a response message corresponding to the target customer notification.

[0331] The exception handling device may include a timing management platform to obtain the updated object status of each exception object; and may send the updated object status of each exception object to the exception event handling platform through the timing management platform, so that the exception event handling platform can update the task status of the exception task according to the updated object status of each exception object.

[0332] exist Figure 5 Based on the embodiment, the abnormal event processing platform can also include a user linkage module, a hierarchical management module, a recording module, a combination module, a customer notification module and a push module. Figure 6 , further explains the exception handling method provided in the embodiment of the present application.

[0333] Figure 6 This is a flowchart of another exception handling method provided by the exemplary embodiment of this application. Figure 6 , the method may include:

[0334] S601: Determine target users through a user linkage module.

[0335] The specific method of determining the target user can be found in S401 and will not be described in detail here.

[0336] S602: Send the user identification of the target user to the detection platform through the user linkage module.

[0337] In this embodiment, sending the user identification of the target user to the detection platform can enable the detection platform to determine at least one abnormal task corresponding to the target user.

[0338] S603: The detection platform sends at least one abnormal task corresponding to the target user to the hierarchical management module.

[0339] In this embodiment, the number of the detection platforms may be one or more, and the number of the detection platforms may be two or more. If there are multiple detection platforms, each detection platform may send an abnormal task corresponding to the target user to the hierarchical management module.

[0340] An abnormal task includes at least one abnormal event.

[0341] S604: Determine, by means of a hierarchical management module, abnormal events included in at least one abnormal task as multiple abnormal events corresponding to target users.

[0342] S605: Send multiple abnormal events corresponding to the target user to the recording module through the hierarchical management module.

[0343] S606: Store multiple abnormal events corresponding to the target user in a database through a recording module.

[0344] The database can be a storage space in the exception handling device for recording abnormal events. Each module of the exception handling device can access the database.

[0345] S607: Initiate a combination task to the combination module through the recording module.

[0346] The recording module stores multiple abnormal events corresponding to the target user in a database, and can initiate a combination task to the combination module so that the combination module can process the multiple abnormal events corresponding to the target user.

[0347] S608: Determine a target event based on multiple abnormal events through a combination module.

[0348] It should be noted that the specific implementation of S608 can be found in S404-S406 and will not be repeated here.

[0349] S609: Send the exception solution included in the target event to the customer notification module through the combination module.

[0350] The combination module determines the target event and can send the exception solution included in the target event to the customer notification module, so that the customer notification module can determine the user notification information corresponding to the target user according to the exception solution.

[0351] S610: Determine user notification information corresponding to the target event through a customer notification module.

[0352] It should be noted that the specific implementation of S610 can be found in S303 and will not be repeated here.

[0353] S611. Send user notification information corresponding to the target event to the combination module through the customer notification module.

[0354] S612: Generate an initial customer notification based on the target event and user notification information through the combination module.

[0355] S613: Send an initial customer notification to the push module through the combination module.

[0356] In this embodiment, after receiving the initial customer notification, the push module can add risk description, risk level, risk type, solution, and user production line identification to the initial customer notification. The specific adding method can be found in S408 and will not be repeated here.

[0357] S614: Store the initial customer notification in the first queue through the push module.

[0358] The push module can store the initial customer notification with added information such as risk description, risk level, risk type, solution, and user production line identification in the first queue.

[0359] S615. Obtain an initial customer notification from the first queue through the audit platform.

[0360] S616. The initial customer notification is audited and desensitized through the audit platform to obtain the target customer notification.

[0361] S617. The target customer notification is stored in the second queue through the audit platform.

[0362] S618. Obtain target customer notification from the second queue through the customer service platform.

[0363] S619: Send a target customer notification to the device corresponding to the target user through the customer service platform.

[0364] S620: Receive a response message sent by the device corresponding to the target user through the customer service platform.

[0365] S621. The customer service platform stores the response message in the second queue.

[0366] S622. Obtain a response message from the second queue through the timing management platform.

[0367] S623. Parse the response message through the timing management platform.

[0368] S624. Send the parsed response message to the recording module through the timing management module.

[0369] S625. Add the parsed response message to the database through the recording module.

[0370] S626. Obtain the object status of each abnormal object in the abnormal task through the timing management module.

[0371] It should be noted that the specific implementation method of the timing management module obtaining the object status of each abnormal object in the abnormal task can be found in S413 and will not be repeated here.

[0372] S627: If the object state of the abnormal object is updated to a normal state, the updated object state is sent to the recording module through the timing management module.

[0373] S628. Update the status of the abnormal object in the database through the recording module.

[0374] Optionally, for any abnormal task, if the object status of the abnormal objects included in the abnormal task are all updated to the normal status, the task status of the abnormal task can be updated to the completed status through the recording module.

[0375] The exception handling method provided in this embodiment can take the user's perspective, combining multiple exception events to obtain a target event and sending the target event to the user. This reduces the number of times the exception event is reported to the user and the number of times the user must handle the exception event, thereby reducing the impact of the exception event on the user's business. In addition, in the above method, the exception handling device can automatically receive response messages from the target user, thereby improving the efficiency of handling exception events.

[0376] Figure 7 This is a schematic diagram of the structure of an exception handling device provided by an exemplary embodiment of the present application. Figure 7 The exception handling device 10 includes: an acquisition module 11, a determination module 12, a generation module 13 and a sending module 14, wherein,

[0377] The acquisition module 11 is used to acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal solutions;

[0378] The determining module 12 is configured to determine a target event based on the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormal object corresponding to the abnormality resolution method;

[0379] The generating module 13 is used to generate user notification information corresponding to the target event;

[0380] The sending module 14 is configured to send the target event and the user notification information to a device corresponding to the target user.

[0381] The exception handling device provided in the embodiment of the present application can execute the technical solution shown in the above method embodiment. Its implementation principle and beneficial effects are similar and will not be repeated here.

[0382] In a possible implementation, the determining module 12 is specifically configured to:

[0383] Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same;

[0384] The target event is determined according to the at least one abnormal event group.

[0385] In a possible implementation, the determining module 12 is specifically configured to:

[0386] For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object;

[0387] The target event is determined according to the sub-target events corresponding to each abnormal event group.

[0388] In a possible implementation, the determining module 12 is specifically configured to:

[0389] For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group;

[0390] The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

[0391] In a possible implementation, the determining module 12 is further configured to:

[0392] Determine the description information corresponding to each exception resolution method;

[0393] Determine that the target event also includes description information corresponding to each exception resolution method.

[0394] In a possible implementation, the acquisition module 11 is specifically configured to:

[0395] Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user;

[0396] Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform;

[0397] Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

[0398] Figure 8 This is a schematic diagram of another exception handling device provided by an exemplary embodiment of the present application. Figure 8 ,exist Figure 7 Based on the embodiment shown, the exception handling device 10 further includes: an updating module 15 and a receiving module 16, wherein the updating module 15 is used to:

[0399] Updating the task status corresponding to the at least one abnormal task to a pending state; and / or,

[0400] For any abnormal task, a first number of abnormal events in the abnormal task is determined, the first number is stored, and the number of processed abnormal events in the abnormal task is set to 0.

[0401] In a possible implementation, the updating module 15 is further configured to:

[0402] Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state;

[0403] updating the task status of the abnormal task according to the object status of each abnormal object; and / or,

[0404] Update the number of exception events that have been processed in the exception task.

[0405] In a possible implementation, the sending module 14 is specifically configured to:

[0406] generating an initial customer notification based on the target event and the user notification information;

[0407] Storing the initial customer notification in a first queue;

[0408] Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue;

[0409] The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

[0410] In a possible implementation, the receiving module 16 is configured to:

[0411] Receiving a response message sent by a device corresponding to the target user;

[0412] Parse and store the response message.

[0413] The exception handling device provided in the embodiment of the present application can execute the technical solution shown in the above method embodiment. Its implementation principle and beneficial effects are similar and will not be repeated here.

[0414] Figure 9 The following is a schematic diagram of the structure of an exception handling device provided for an exemplary embodiment of the present application. Figure 9 The exception handling device 20 may include a processor 21 and a memory 22. Exemplarily, the processor 21 and the memory 22 are connected to each other via a bus 23.

[0415] The memory 22 stores computer-executable instructions;

[0416] The processor 21 executes the computer-executable instructions stored in the memory 22 , so that the processor 21 performs the method shown in the above method embodiment.

[0417] Accordingly, an embodiment of the present application provides a computer-readable storage medium, in which computer-executable instructions are stored. When the computer-executable instructions are executed by a processor, they are used to implement the method described in the above method embodiment.

[0418] Accordingly, an embodiment of the present application may also provide a computer program product, including a computer program, which, when executed by a processor, may implement the method shown in the above method embodiment.

[0419] It will be understood by those skilled in the art that embodiments of the present invention may be provided as methods, systems, or computer program products. Thus, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware. Furthermore, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0420] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowcharts and / or block diagrams, as well as combinations of processes and / or blocks in the flowcharts and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowcharts and / or block diagrams. Figure 1 a process or multiple processes and / or boxes Figure 1A device that provides the functions specified in a block or multiple blocks.

[0421] These computer program instructions may also be stored in a computer readable memory that can direct a computer or other programmable data processing device to work in a specific manner, so that the instructions stored in the computer readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 a process or multiple processes and / or boxes Figure 1 The function specified in one or more boxes.

[0422] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operational steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing the instructions executed on the computer or other programmable device for implementing the process. Figure 1 a process or multiple processes and / or boxes Figure 1 A step that specifies a function in one or more boxes.

[0423] In a typical configuration, a computing device includes one or more processors (CPUs), input / output interfaces, network interfaces, and memory.

[0424] Memory may include non-permanent storage in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. Memory is an example of a computer-readable medium.

[0425] Computer-readable media includes permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer-readable media does not include transitory computer-readable media (transitory media), such as modulated data signals and carrier waves.

[0426] It should also be noted that the terms "comprises," "includes," or any other variations thereof are intended to encompass non-exclusive inclusion, such that a process, method, commodity, or apparatus that includes a series of elements includes not only those elements but also other elements not explicitly listed, or includes elements inherent to such process, method, commodity, or apparatus. In the absence of further limitations, an element defined by the phrase "comprises a ..." does not exclude the presence of other identical elements in the process, method, commodity, or apparatus that includes the element.

[0427] The foregoing is merely an embodiment of the present application and is not intended to limit the present application. For those skilled in the art, the present application may have various changes and variations. Any modifications, equivalent replacements, improvements, etc. made within the spirit and principles of the present application should all be included within the scope of the claims of the present application.

Claims

1. An exception handling method, characterized in that: include: Acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal resolution methods; Determine a target event according to the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormal object corresponding to the abnormality resolution method; Generate user notification information corresponding to the target event, and send the target event and the user notification information to a device corresponding to the target user.

2. An exception handling method, characterized in that: include: Acquire multiple abnormal events corresponding to the target user, wherein the abnormal events include abnormal objects and abnormal resolution methods. The abnormal objects are objects in abnormal states in the cloud server; Determine a target event according to the multiple abnormal events, wherein the target event includes at least one abnormality resolution method and an abnormal object corresponding to the abnormality resolution method; Generate user notification information corresponding to the target event, and send the target event and the user notification information to a device corresponding to the target user.

3. The method according to claim 1 or 2, characterized in that The determining of a target event according to the multiple abnormal events includes: Grouping the plurality of abnormal events according to abnormality resolution methods in the abnormal events to obtain at least one abnormal event group, wherein the abnormality resolution methods in the abnormal events in the abnormal event group are the same; The target event is determined according to the at least one abnormal event group.

4. The method according to claim 3, characterized in that The determining the target event according to the at least one abnormal event group includes: For any abnormal event group, determine a sub-target event corresponding to the abnormal event group according to the abnormal events in the abnormal event group, wherein the sub-target event includes an abnormal solution corresponding to the abnormal event group and at least one abnormal object; The target event is determined according to the sub-target events corresponding to each abnormal event group.

5. The method according to claim 4, characterized in that Determining the target event according to the sub-target events corresponding to each abnormal event group includes: For any sub-target event corresponding to an abnormal event group, deduplication processing is performed on abnormal objects in the sub-target event, and abnormal objects in the invalid state in the sub-target event are deleted to obtain the target sub-target event corresponding to the abnormal event group; The target sub-target events corresponding to each abnormal event group are combined and processed to obtain the target event.

6. The method according to any one of claims 3 to 5, characterized in that: The method further comprises: Determine the description information corresponding to each exception resolution method; Determine that the target event also includes description information corresponding to each exception resolution method.

7. The method according to any one of claims 1 to 6, characterized in that The obtaining of multiple abnormal events corresponding to the target user includes: Determine the target user, where the duration between the target user's last abnormality reporting time and the current time is greater than or equal to a target duration, where the target duration is determined based on historical feedback information of the target user; Acquire at least one abnormal task corresponding to the target user, wherein the abnormal task includes at least one abnormal event, and the abnormal task is reported by the detection platform; Abnormal events in the at least one abnormal task are determined as multiple abnormal events corresponding to the target user.

8. The method according to claim 7, characterized in that After determining the abnormal event in the at least one abnormal task as a plurality of abnormal events corresponding to the target user, the method further includes: Updating the task status corresponding to the at least one abnormal task to a pending state; and / or, For any abnormal task, a first number of abnormal events existing in the abnormal task is determined, and the first number is stored.

9. The method according to claim 8, characterized in that For any abnormal task, the method further includes: Acquire an object state of each abnormal object in the abnormal task, where the object state is an abnormal state or a normal state; According to the object status of each abnormal object, the task status of the abnormal task is updated; and / or the number of abnormal events processed in the abnormal task is updated.

10. The method according to any one of claims 1 to 9, characterized in that The sending the target event and the user notification information to the device corresponding to the target user includes: generating an initial customer notification based on the target event and the user notification information; Storing the initial customer notification in a first queue; Performing audit processing and desensitization processing on the initial customer notification in the first queue through the audit platform to obtain a target customer notification, and storing the target customer notification in the second queue; The target customer notification in the second queue is sent to a device corresponding to the target user through a customer service platform.

11. The method according to any one of claims 1 to 10, characterized in that The method further comprises: Receiving a response message sent by a device corresponding to the target user; Parse and store the response message.

12. An exception handling device, characterized in that: include: memory and processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory, so that the processor performs the method according to any one of claims 1 to 11.

13. A computer-readable storage medium, characterized in that The computer-readable storage medium stores computer-executable instructions, and when a processor executes the computer-executable instructions, the method according to any one of claims 1 to 11 is implemented.

14. A computer program product comprising a computer program, characterized in that When the computer program is executed by a processor, the method according to any one of claims 1 to 11 is implemented.

Images