An operation and maintenance assisting method, client device and system

Abstract

The application discloses an operation and maintenance auxiliary method, a client device and a system, comprising monitoring the running state of an operating system where the client device is located to obtain fault information; matching the obtained fault information with fault feature information pre-stored in the client device; when the matching is successful, providing solution information associated with the matched fault feature information to a user, and obtaining a first confirmation instruction input by the user for the solution information; and in response to receiving the first confirmation instruction, calling and executing a local repair program corresponding to the solution information. The application changes a passive repair process relying on manual filling of a user into an automatic closed-loop operation and maintenance process of active monitoring, automatic matching and one-key execution, significantly simplifies the operation of the user, improves the fault processing efficiency, and realizes self-service and rapid solution of common problems.

Description

Technical Field

[0001] This invention relates to the field of automated operation and maintenance technology, and in particular to an operation and maintenance assistance method, client device, and system. Background Technology

[0002] An operations and maintenance platform refers to an internal information system platform within an enterprise used to record user fault reports, assign operations and maintenance tasks, track processing progress, and resolve user problems.

[0003] As enterprises become increasingly information-based, employees frequently use various professional software in their daily work. Inevitably, these software programs will encounter various operational failures or errors during use, such as software failing to start, errors in specific functional modules, or timeouts when connecting to the server.

[0004] Currently, when users encounter the above problems, the most common solution is to submit a maintenance incident ticket through the enterprise's internal operations and maintenance platform. The closest existing technical solution involves the user manually opening a browser, logging into the operations and maintenance platform's web portal, finding the ticket submission page, and manually filling out the web form to report the problem. Users need to fill in multiple pieces of information in the form, including a description of the fault, the time of occurrence, and the system it pertains to, and may need to manually upload a screenshot of the error message as an attachment. After receiving the ticket, the operations and maintenance platform will have operations and maintenance personnel handle the issue.

[0005] However, while the aforementioned existing technical solutions can basically fulfill the basic function of fault reporting, their technical shortcomings are also obvious: First, the repair reporting process is cumbersome, resulting in a poor user experience. When users encounter a fault, they need to interrupt their current work, actively open a browser, log in to the platform, and fill out forms one by one. This process involves many steps and is time-consuming, causing inconvenience to users. Especially in the fault description section, users often lack professional technical background and find it difficult to accurately describe the error code or complex operational context, leading to inconsistent quality of the information provided, which increases the difficulty for subsequent maintenance personnel to locate the fault.

[0006] Secondly, common problems cannot be resolved quickly and independently. In daily enterprise operations and maintenance, there are numerous common and recurring faults (such as client cache overflows, corrupted configuration files, and specific services not starting). The solutions for these are usually fixed and standardized, and can be quickly handled by executing specific scripts or repair programs. However, existing web-based repair reporting systems only serve to "record the problem," lacking a mechanism to associate these pre-defined solutions with the user's terminal operating system and execute them automatically. Even if users are aware of the existence of solutions, they often lack the necessary permissions or technical skills to execute them independently. This results in even simple problems requiring manual intervention, wasting IT human resources and prolonging user wait times, failing to meet users' needs for rapid work recovery.

[0007] In summary, the core problem with the existing technical solutions is that the manual filling out of web forms for reporting repairs is cumbersome and inconvenient, and users cannot quickly and easily resolve common problems on their own.

[0008] Therefore, how to provide a new operation and maintenance assistance mechanism to solve the technical defects of existing technologies, such as cumbersome fault reporting process, poor user experience, and inability to quickly and independently resolve general problems, has become an urgent technical problem to be solved in this field. Summary of the Invention

[0009] The purpose of this invention is to overcome the shortcomings of the existing technology. To achieve the above objective, an operation and maintenance assistance method, a client device, and a system are adopted to solve the problems mentioned in the background technology.

[0010] The first technical solution: an operation and maintenance assistance method, comprising the following steps: The monitoring step involves monitoring the operating status of the operating system on the client device to obtain fault information. The matching step involves matching the acquired fault information with fault feature information pre-stored in the client device. The solution provides steps, and when a match is successful, it provides the user with solution information associated with the matched fault feature information and obtains the user's first confirmation command for the solution information; The execution step involves, in response to receiving the first confirmation instruction, invoking and executing the local repair program corresponding to the solution information.

[0011] As a further aspect of the present invention, it also includes: In the work order generation step, when the second confirmation instruction input by the user is obtained, the work order filling interface information of the operation and maintenance platform is obtained, and the fault information obtained in the monitoring step is automatically filled into the work order of the operation and maintenance platform.

[0012] As a further aspect of the present invention, the monitoring step specifically includes: Iterate through the active processes and windows in the user's operating system; The obtained process name or window title is compared with the pre-configured monitoring list; When the comparison matches, the content displayed in the window is extracted as the fault information.

[0013] As a further aspect of the present invention, the fault information automatically filled in during the work order generation step includes at least one of the following: the text content of the error window, a screenshot, the name of the process that caused the fault, and a timestamp.

[0014] As a further aspect of the present invention, the execution steps specifically include: Based on the path information pre-stored in the solution information, the corresponding script file or executable file is called and executed to perform at least one of the following repair operations on the target application corresponding to the fault information: clearing cache, resetting configuration, repairing registry and / or restarting related services.

[0015] As a further aspect of the present invention, the monitoring step is initiated by a wake-up command triggered by a user via a preset shortcut key.

[0016] As a further aspect of the present invention: when the matching step fails, the following steps are performed: Provide users with prompts when submitting work orders; In response to the user's confirmation of submitting the work order, the system obtains the work order entry interface information of the operation and maintenance platform, and automatically fills the fault information obtained in the monitoring step into the work order of the operation and maintenance platform.

[0017] As a further aspect of the present invention, it also includes an update step: receiving and storing the updated fault characteristic information and its associated solution information issued by the operation and maintenance platform.

[0018] The second aspect of the technical solution: an operation and maintenance assistance client device using any one of the above-described operation and maintenance assistance methods, for interacting with an operation and maintenance platform, including: The monitoring module is used to monitor the running status of the operating system of the client device in order to obtain fault information; The strategy management module is used to store fault characteristic information and its associated solution information; The matching module is used to match the fault information obtained by the monitoring module with the fault feature information in the policy management module; The interaction module is used to provide the user with solution information associated with the matched fault feature information when the matching module successfully matches, and to obtain the first confirmation command input by the user for the solution information. The execution module is used to invoke and execute the local repair program corresponding to the solution information in response to receiving the first confirmation instruction.

[0019] The third technical solution: an operation and maintenance assistance system, including an operation and maintenance platform and an operation and maintenance assistance client device as described above, wherein the operation and maintenance platform is used to receive and process operation and maintenance event work orders submitted by the operation and maintenance assistance client device.

[0020] Compared with the prior art, the present invention has the following technical advantages: By employing the above technical solution, an operation and maintenance assistance method is provided and applied to a client device communicating with an operation and maintenance platform. The method proactively monitors the user's operating system status through a monitoring step to automatically acquire fault information. A matching step matches the acquired fault information with pre-stored fault characteristic information. When a match is successful, a solution provision step provides the user with solution information associated with the matched fault characteristic information and obtains a first confirmation command input by the user for that solution information. An execution step, in response to receiving the first confirmation command, calls and executes a local repair program corresponding to the solution information. Thus, this invention transforms the passive repair process of the prior art, which relies on users manually observing, describing faults, and filling out web forms, into an automated closed-loop operation and maintenance process where the client device proactively senses, automatically matches, and executes with a single click. This effectively solves the technical shortcomings of the prior art, such as cumbersome and inconvenient repair processes and the inability to quickly resolve universal issues independently. It significantly simplifies user operation steps, shortens fault handling time, and establishes an information collaboration channel between the user's terminal operating system and the operation and maintenance platform, improving overall operation and maintenance efficiency and user experience. Attached Figure Description

[0021] The specific embodiments of the present invention will now be described in detail with reference to the accompanying drawings: Figure 1 This is a schematic diagram illustrating the steps of the operation and maintenance assistance method according to an embodiment of this application; Figure 2 This is a system architecture diagram of an embodiment disclosed in this application; Figure 3 This is a flowchart illustrating an operation and maintenance assistance method according to an embodiment of this application. Detailed Implementation

[0022] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0023] Example 1, please refer to Figure 1 In this embodiment of the invention, an operation and maintenance assistance method includes the following steps: Step S1: Monitoring step, monitoring the running status of the operating system of the client device to obtain fault information; In this embodiment, the monitoring steps specifically include: Iterate through the active processes and windows in the user's operating system; The obtained process name or window title is compared with the pre-configured monitoring list; When the comparison matches, the content displayed in the window is extracted as the fault information.

[0024] Step S2, the matching step, involves matching the acquired fault information with the fault feature information pre-stored in the client device; Step S3, Solution provision step: When a match is successful, provide the user with solution information associated with the matched fault feature information, and obtain the user's first confirmation command for the solution information; Step S4: Execution Step. In response to receiving the first confirmation instruction, the local repair program corresponding to the solution information is invoked and executed. This embodiment also includes: In the work order generation step, when the second confirmation instruction input by the user is obtained, the work order filling interface information of the operation and maintenance platform is obtained, and the fault information obtained in the monitoring step is automatically filled into the work order of the operation and maintenance platform.

[0025] In this embodiment, the fault information automatically filled in during the work order generation step includes at least one of the following: the text content of the error window, a screenshot, the name of the process that caused the fault, and a timestamp.

[0026] In this embodiment, the execution steps specifically include: Based on the path information pre-stored in the solution information, the corresponding script file or executable file is called and executed to perform at least one of the following repair operations on the target application corresponding to the fault information: clearing cache, resetting configuration, repairing registry and / or restarting related services.

[0027] In this embodiment, the monitoring step is initiated by a wake-up command triggered by the user through a preset shortcut key.

[0028] In this embodiment, when the matching step fails, the following steps are performed: Provide users with prompts when submitting work orders; In response to the user's confirmation of submitting the work order, the system obtains the work order entry interface information of the operation and maintenance platform, and automatically fills the fault information obtained in the monitoring step into the work order of the operation and maintenance platform.

[0029] In this embodiment, an update step is also included: receiving and storing the updated fault characteristic information and its associated solution information issued by the operation and maintenance platform.

[0030] The second aspect of the technical solution: an operation and maintenance assistance client device using any one of the above-described operation and maintenance assistance methods, for interacting with an operation and maintenance platform, including: The monitoring module is used to monitor the running status of the operating system of the client device in order to obtain fault information; The strategy management module is used to store fault characteristic information and its associated solution information; The matching module is used to match the fault information obtained by the monitoring module with the fault feature information in the policy management module; The interaction module is used to provide the user with solution information associated with the matched fault feature information when the matching module successfully matches, and to obtain the first confirmation command input by the user for the solution information. The execution module is used to invoke and execute the local repair program corresponding to the solution information in response to receiving the first confirmation instruction.

[0031] like Figure 2 As shown in the diagram, the system architecture is as follows: The client device adopts a layered architecture design, which includes, from bottom to top, a system interaction layer responsible for interacting with the operating system, a data service layer responsible for data storage and querying, a business logic layer responsible for core processing logic, and a user interaction layer responsible for interface display. Through the collaborative work of each layer, an automated closed-loop operation and maintenance process from fault perception and policy matching to automatic repair is realized, which effectively solves the technical defects of existing technologies, such as cumbersome repair operations and the inability to solve common problems independently.

[0032] The third technical solution: an operation and maintenance assistance system, including an operation and maintenance platform and an operation and maintenance assistance client device as described above, wherein the operation and maintenance platform is used to receive and process operation and maintenance event work orders submitted by the operation and maintenance assistance client device.

[0033] Example 2 like Figure 3As shown in the diagram, which is a flowchart, the operation and maintenance assistance method in this embodiment includes the following steps: Step S10: Monitoring Step The maintenance and operation assistance client device 100 starts with the operating system and remains permanently in the system notification area as a tray icon. When users encounter software errors or system abnormalities, they can press the shortcut key "Ctrl+Alt+A" to wake up the device, or the device itself can actively scan the currently active windows in the background at a low frequency (such as every 5 seconds).

[0034] In response to the wake-up command, the monitoring module begins to traverse all active top-level windows in the current operating system, calling API functions to obtain the title text of each window. Simultaneously, it retrieves the process name to which the window belongs.

[0035] The monitoring module compares the acquired process names with the process list in the "Monitoring Policy Table" of the policy management module. If the comparison is successful, it further extracts the detailed text content of the window. For standard Windows controls, this can be obtained by sending a message; for non-standard controls, UI Automation or Optical Character Recognition (OCR) technology can be used as alternative solutions to extract the text content. The extracted window text content and the current screenshot will be temporarily stored in memory as fault information.

[0036] Step S20: Matching Step The matching module receives fault information from the monitoring module and performs string inclusion matching between the extracted window text content and the "fault keyword" list corresponding to the process in the policy management module. For example, if the process name is "SAP.exe" and the window text contains the keyword "Connection failed", then the match is considered successful.

[0037] If the match is successful, the process proceeds to step S30; if the match fails, the process proceeds to step S60.

[0038] Step S30: Solution Provision Steps When a match is successful, the interaction module reads the solution description information associated with the fault keyword (e.g., "attempt to clear SAP client cache and reset connection configuration") from the "Solution Table" of the policy management module.

[0039] The interaction module displays a prompt window in the center of the screen, containing the solution description, a "Yes" button, and a "No" button. If the user believes the solution is applicable and wants the tool to process it automatically, they click the "Yes" button. The interaction module receives the first confirmation instruction, and the process proceeds to step S40. If the user wishes to submit a manual work order instead, they click the "No" button. The interaction module receives the second confirmation instruction, and the process proceeds to step S50.

[0040] Step S40: Perform the steps In response to the first confirmation command, the execution module reads the repair program path corresponding to the fault keyword from the "Solution Table" of the policy management module.

[0041] The execution module initiates the script via a call method. The script runs with administrator privileges and performs a series of cleanup operations, such as terminating related processes, deleting temporary folder contents, and resetting registry keys. Upon completion, the execution module displays a message to the user via an interactive module: "Repair complete, please try again."

[0042] Step S50: Work order generation step (match successful but user refuses to execute) In response to the second confirmation command, the work order generation module launches the system's default browser and navigates to the work order submission page URL of the operations and maintenance platform. Simultaneously, the work order generation module encapsulates the fault information temporarily stored in step S10 and sends it to the work order pre-filling API interface of the operations and maintenance platform via an HTTP POST request.

[0043] After receiving the pre-filled data, the maintenance platform returns a work order page with a pre-filled data identifier. The user will see the "Event Description" text box automatically filled with the error message text in the browser window, and the screenshot taken in step S10 will be attached at the bottom of the page. The user only needs to verify the information and click the "Submit" button to complete the repair request process.

[0044] Step S60: Work order generation step (when matching fails) If the matching fails in step S20, the interactive module will pop up a prompt window displaying "No known issues detected. Do you want to submit a work order for manual processing?", and includes "Yes" and "No" buttons.

[0045] If the user clicks "Yes," the work order generation module performs a similar operation to step S50. The difference is that, since no specific fault type is matched, the "Event Description" field in the pre-filled data sent to the operations and maintenance platform may be empty, but a screenshot will still be automatically attached. The user needs to manually add the problem description in the opened work order page before submitting.

[0046] Although embodiments of the invention have been shown and described, it will be understood by those skilled in the art that various changes, modifications, substitutions and alterations can be made to these embodiments without departing from the principles and spirit of the invention. The scope of the invention is defined by the appended claims and their equivalents, all of which should be included within the scope of protection of the invention.

Claims

1. A maintenance assistance method, characterized in that, Includes the following steps: The monitoring step involves monitoring the operating status of the operating system on the client device to obtain fault information. The matching step involves matching the acquired fault information with fault feature information pre-stored in the client device. The solution provides steps, and when a match is successful, it provides the user with solution information associated with the matched fault feature information and obtains the user's first confirmation command for the solution information; The execution step involves, in response to receiving the first confirmation instruction, invoking and executing the local repair program corresponding to the solution information.

2. The operation and maintenance assistance method according to claim 1, characterized in that, Also includes: In the work order generation step, when the second confirmation instruction input by the user is obtained, the work order filling interface information of the operation and maintenance platform is obtained, and the fault information obtained in the monitoring step is automatically filled into the work order of the operation and maintenance platform.

3. The operation and maintenance assistance method according to claim 2, characterized in that, The monitoring steps specifically include: Iterate through the active processes and windows in the user's operating system; The obtained process name or window title is compared with the pre-configured monitoring list; When the comparison matches, the content displayed in the window is extracted as the fault information.

4. The operation and maintenance assistance method according to claim 3, characterized in that, The fault information automatically filled in during the work order generation step includes at least one of the following: the text content of the error window, a screenshot, the name of the process that caused the fault, and a timestamp.

5. The operation and maintenance assistance method according to claim 1, characterized in that, The execution steps specifically include: Based on the path information pre-stored in the solution information, the corresponding script file or executable file is called and executed to perform at least one of the following repair operations on the target application corresponding to the fault information: clearing cache, resetting configuration, repairing registry and / or restarting related services.

6. The operation and maintenance assistance method according to claim 1, characterized in that, The monitoring process is initiated by a wake-up command triggered by the user via a preset shortcut key.

7. The operation and maintenance assistance method according to claim 1, characterized in that, If the matching step fails, the following steps are performed: Provide users with prompts when submitting work orders; In response to the user's confirmation of submitting the work order, the system obtains the work order entry interface information of the operation and maintenance platform, and automatically fills the fault information obtained in the monitoring step into the work order of the operation and maintenance platform.

8. The operation and maintenance assistance method according to claim 1, characterized in that, It also includes an update step: receiving and storing the updated fault characteristic information and its associated solution information issued by the operation and maintenance platform.

9. An operation and maintenance assistance client device using an operation and maintenance assistance method as described in any one of claims 1 to 8, for interacting with an operation and maintenance platform, characterized in that, include: The monitoring module is used to monitor the running status of the operating system of the client device in order to obtain fault information; The strategy management module is used to store fault characteristic information and its associated solution information; The matching module is used to match the fault information obtained by the monitoring module with the fault feature information in the policy management module; The interaction module is used to provide the user with solution information associated with the matched fault feature information when the matching module successfully matches, and to obtain the first confirmation command input by the user for the solution information. The execution module is used to invoke and execute the local repair program corresponding to the solution information in response to receiving the first confirmation instruction.

10. An operation and maintenance assistance system, comprising an operation and maintenance platform and an operation and maintenance assistance client device as described in claim 9, wherein the operation and maintenance platform is used to receive and process operation and maintenance event work orders submitted by the operation and maintenance assistance client device.

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