Remote system, method, and program

Abstract

To solve the problem that, in prior arts, a mechanism for a countermeasure procedure or a countermeasure request based on a diagnosis result of a network device cannot be appropriately provided in consideration of capability of a target device and a profile of each person in charge of countermeasures.SOLUTION: A network device diagnosis system for diagnosing abnormality of a network device includes receiving means for accepting a login of a user to a remote system and providing means for providing a diagnosis result screen for the network device to the logged-in user. When the network device supports reception of countermeasures to be taken via a network and an authority of the logged-in user is an authority necessary for executing a required countermeasure for the network device, an instruction part for instructing the network device to perform the countermeasure to be taken via the network is disposed in the diagnosis result screen.SELECTED DRAWING: Figure 4

Description

[Technical field]

[0001] The present invention relates to a technique including remote treatment in network device diagnosis. [Background technology]

[0002] In recent years, with the evolution of cloud and IoT technologies, the number of systems that can remotely diagnose and repair network devices and systems is increasing. The general flow from the occurrence of a problem in a network device or system to its resolution often involves detecting the problem, diagnosing the cause, taking action based on the diagnosis results, and finally verifying that the device has been restored correctly. Looking at the post-diagnosis action steps, recovery actions can be divided into those that can be performed remotely via the network and those that can only be performed in the environment where the network device is installed (on-site).

[0003] Conventionally, when implementing measures for network devices, a person to take measures is determined based on the severity of a fault detected in the device, and the person to take measures is notified (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent Publication No. 2022-44845 Summary of the Invention [Problem to be solved by the invention]

[0005] In order to provide appropriate treatment procedures or a mechanism for requesting treatment based on the diagnosis results of network devices, there are some operational considerations that must be taken into account, such as the capabilities of the target device (e.g., whether or not there is a remote treatment method), whether the profile of each person involved in the treatment has the execution authority, etc. For example, the profile also includes the user's role and skill level, and the presence or absence of qualifications for treatment.

[0006] However, the prior art has not provided a system for remote diagnosis and repair, including appropriate remote procedures based on these several considerations. [Means for solving the problem]

[0007] A remote system in a network device diagnostic system that diagnoses abnormalities in network devices, comprising: an accepting means for accepting a user's login to the remote system; and a providing means for providing the logged-in user with a diagnostic result screen for the network device, wherein the diagnostic result screen includes an instruction section for instructing the network device to perform a procedure via the network if the network device supports the acceptance of procedures via a network and if the logged-in user has the authority necessary to perform the necessary procedures on the network device. Effect of the Invention

[0008] According to the present invention, it is possible to appropriately provide a mechanism for treatment procedures or treatment requests based on the results of diagnosis of network devices, taking into consideration the capabilities of the target device and the profiles of each person involved in the treatment. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 illustrates a system configuration and a hardware configuration in first and second embodiments. [Diagram 2] FIG. 1 is a diagram illustrating a software configuration in the first and second embodiments. [Diagram 3] FIG. 1 is a diagram illustrating a database configuration in a first embodiment. [Figure 4] 1 is a flowchart showing a remote processing means determination and display in the application server 100 according to the first embodiment. [Diagram 5] 1 is a screen example of a diagnosis result display screen (customer manager) in Example 1. [Figure 6]1 is a screen example of a diagnosis result display screen (call center operator) in Example 1. [Figure 7] 1 is a screen example of a diagnosis result display screen (service technician) in the first embodiment. [Figure 8] 1 is a screen example of a diagnosis result display screen (service technician) in the first embodiment. [Figure 9] FIG. 13 is a diagram illustrating a database configuration in the second embodiment. [Figure 10] 11 is a flowchart showing a remote processing means determination and display in the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0011] Example 1 An embodiment of a network device diagnostic system according to the present invention will be described. In this embodiment, a remote system (specifically, an application server 100) that provides processing as a cloud service, which will be described later, will be described in detail. In this embodiment, an MFP, i.e., a multifunction peripheral, a multifunction machine, will be described as an example of a network device to be diagnosed by the network device diagnostic system. Note that network devices also include devices other than MFPs, such as printers and FAX machines. The network device diagnostic system is a system intended to diagnose and treat abnormalities in devices, including failures and errors, of network devices that are subject to management based on a customer contract or the like.

[0012] FIG. 1 is a block diagram illustrating the system configuration and hardware configuration of a network device diagnostic system according to the present embodiment.

[0013] The network device diagnostic system comprises an application server 100, a client computer 120, and an MFP 150, which are connected via a network 170. The network 170 includes the Internet and the like. Here, the configuration of a general-purpose computer that realizes the application server 100 is realized by utilizing hardware resources that are supplied on-demand by virtualization technology. The client computer 120 has the configuration of a general-purpose computer.

[0014] In the application server 100, 101 is a CPU, which executes processing based on application programs and the like stored in a ROM 103 or an external memory 110. Furthermore, the CPU 101 comprehensively controls each device connected to a system bus 111. The CPU 101 also opens various registered windows based on commands designated by a mouse cursor (not shown) or the like on a display 109, and executes various data processing. 102 is a RAM, which functions as the main memory, work area, and the like of the CPU 101. 103 is a ROM, which is a read-only memory that functions as a storage area for basic I / O programs and the like. An operating system program (hereinafter referred to as OS), which is a control program for the CPU 101, and the like are stored in the ROM 103 or the external memory 110. Furthermore, the ROM 103 or the external memory 110 stores files and various other data used in processing based on the above-mentioned application programs and the like.

[0015] Reference numeral 104 denotes a network I / F, which connects to a network 170 and performs network communication. Reference numeral 105 denotes a keyboard I / F, which controls input from a keyboard 108 or a pointing device (not shown). Reference numeral 106 denotes a display I / F, which controls display on a display 109. Reference numeral 107 denotes an external memory I / F, which controls access to an external memory 110 such as a hard disk drive (HDD) or a solid state drive (SSD). Reference numeral 110 denotes an external memory, which stores a boot program, various applications, user files, edited files, and the like. The application server 100 operates in a state in which the CPU 101 is executing a basic I / O program and an OS written in the ROM 103 or the external memory 110. The basic I / O program is written in the ROM 103, and the OS is written in the ROM 103 or the external memory 110. When the computer is powered on, an initial program load function in the basic I / O program writes the OS from the ROM 103 or the external memory 110 to the RAM 102, and the OS starts operating. 111 is a system bus which connects each device.

[0016] The hardware resources constituting the application server 100, such as the CPU 101, ROM 103, and external memory 110, are supplied on demand by virtualization technology. By supplying these hardware resources on demand by virtualization technology, the application server 100 is configured as a virtual server in a cloud computing environment.

[0017] The hardware configuration of the client computer 120 is similar to that of the application server 100, and therefore a description thereof will be omitted.

[0018] In the MFP 150, reference numeral 151 denotes a network I / F, which is connected to a network 170 and performs network communication.

[0019] Reference numeral 152 denotes a CPU, which outputs an image signal as output information to a printer 158 via a printer I / F 157 connected to a system bus 163 based on a control program or the like. The control program is stored in a ROM 154, an external memory 162, or the like. The CPU 152 is capable of performing communication processing with a computer via a network I / F 151, and is configured to be able to notify the application server 100 of information in the MFP 150 or the like. The CPU 152 also executes processing based on an application program or the like stored in the ROM 154 or the external memory 162. Reference numeral 153 denotes a RAM, which functions as the main memory, work area, or the like of the CPU 152, and is configured so that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). The RAM 153 is used as an output information development area, an environment data storage area, an NVRAM, or the like.

[0020] Reference numeral 154 denotes a ROM, and 162 denotes an external memory such as a hard disk drive (HDD). The ROM 154 or the external memory 162 stores the control program of the CPU 152, application programs, font data used when generating the above-mentioned output information, information used on the MFP 150, and the like.

[0021] Reference numeral 155 denotes an operation unit I / F, which controls an interface with the operation unit 156 and outputs image data to be displayed to the operation unit 156. It also receives information input by a user via the operation unit 156. Reference numeral 156 denotes an operation unit, which corresponds to an operation panel or the like on which switches for operation and LED displays and the like are arranged. Reference numeral 157 denotes a printer I / F, which outputs an image signal as output information to a printer 158 (printer engine). Reference numeral 159 denotes a scanner I / F, which receives an image signal as input information from a scanner 160 (scanner engine). Reference numeral 161 denotes an external memory I / F (memory controller), which controls access to an external memory 162 such as a hard disk drive (HDD) or an IC card. In addition, the number of external memories described above is not limited to one, and at least one or more may be provided, and a configuration may be adopted in which a plurality of external memories can be connected. Furthermore, a NVRAM (not shown) may be provided to store printer mode setting information from the operation unit 156. Reference numeral 163 denotes a system bus, which connects each device.

[0022] FIG. 2 is a block diagram illustrating the software configuration of the network device diagnostic system of the present embodiment.

[0023] First, the software configuration of the application server 100 is shown. In the application server 100, the network device diagnostic application 202 and each module exist as files stored in the external memory 110. These are program modules that are loaded into the RAM 102 and executed at run time by the OS or a module that uses the module. In addition, the network device diagnostic application 202 can be added to the HDD or SSD of the external memory 110 that is supplied on demand by virtualization technology in a cloud computing environment.

[0024] A network module 200 performs network communication with the client computer 120 and the MFP 150 using any communication protocol.

[0025] Reference numeral 201 denotes a web server service module, which provides a service of returning an HTTP response when it receives an HTTP request from a web browser 221 of the client computer 120. An example of the HTTP response that is returned may be web page data stored in the external memory 110. Alternatively, a request may be made to generate an HTTP response to a UI module 203 of the network device diagnostic application 202. As this response, the UI module 203 provides a UI screen, which will be described later, to an external device (web browser) or the like via the network.

[0026] Reference numeral 202 denotes a network device diagnostic application, which detects the occurrence of a problem in the MFP 150 connected to the application server 100 via the network 170, and performs diagnosis, treatment, and verification.

[0027] The network device diagnostic application 202 is implemented as, for example, a program that executes processing in response to a request for a Web page provided by the Web server service module 201. As described above, the network device diagnostic application 202, together with the Web server service module 201, realizes a Web application that detects the occurrence of a problem in the MFP 150 and performs diagnosis, treatment, and verification.

[0028] A UI module 203 generates an HTTP response in response to a request from the Web server service module 201. It also receives user input information sent from the Web browser 221 of the client computer 120, and calls each module as necessary. Examples of modules called from the UI module 203 include a device management module 204, a detection module 205, a diagnosis module 206, a treatment module 207, and a verification module 208. Of course, the UI module 203 may call modules other than these.

[0029] A device management module 204 acquires device information and logs from the MFP 150 connected to the application server 100 via the network 170 via the network module 200. Any communication protocol is used to acquire the device information and logs from the MFP 150. An example of the communication protocol used by the device management module 204 is HTTPS (Hypertext Transfer Protocol Secure).

[0030] The device management module 204 stores device information acquired from each module of the MFP 150 in a network device management table 300 and a log management table 301 of a database server service module 210, which will be described later. It also extracts device information from the network device management table 300 and the log management table 301 as necessary. 205 is a detection module, which detects problems occurring in the MFP 150.

[0031] The detection module 205 detects problems by obtaining device information and logs from the device management module 204. A diagnosis module 206 diagnoses problems detected by the detection module 205 and displays the diagnosis results on a UI via the UI module 203. At that time, information required for diagnosis is obtained from multiple tables on a database server service module 210, which will be described later.

[0032] A treatment module 207 performs treatment based on the diagnosis result by the diagnosis module 206, and displays the treatment result on the UI via the UI module 203. Treatments performed by the treatment module 207 include changing device settings and instructing the MFP 150 to restart. The treatment module 207 uses an arbitrary communication protocol to instruct the MFP 150, connected to the application server 100 via the network 170, to change device settings and restart via the network module 200. An example of a communication protocol used by the treatment module 207 is HTTPS.

[0033] A verification module 208 verifies whether or not the problem has been solved by the action taken by the action module 207 , and displays the verification result on the UI via the UI module 203 .

[0034] A database server service module 210 manages data and stores and retrieves data in response to requests from other modules. The database server service module 210 may be located on a device other than the application server 100 as long as it can be accessed from the network device diagnosis application 202. The database server service module 210 may be a database service on a cloud computing environment.

[0035] Fig. 3 shows an example of a table configuration managed by the database server service module 210. Note that the table configuration in Fig. 3 is merely an example, and the table configuration may be different from this example.

[0036] Reference numeral 300 denotes a network device management table, which is a table for managing device information relating to the MFP 150 managed by the network device diagnostic application 202 .

[0037] Examples of information managed in the network device management table 300 include a network device identifier (Device ID), device name (Name), model name (Model Name), IP address, serial number (Serial No.), last updated date and time (Last Updated), etc. The network device management table 300 also manages information on whether or not a cloud service is connected (CloudServiceConnected). Here, the network device identifier is an identifier that uniquely identifies the MFP 150, and the last updated date and time indicates the last updated date and time when the record was updated by information obtained from the MFP 150.

[0038] Reference numeral 301 denotes a log management table, which is a table for storing logs acquired by the device management module 204 from the MFP 150 .

[0039] The information managed in the log management table 301 includes, for example, a network device identifier (Device ID), a job identifier (Job ID), a job type (Job Type), a job execution start date and time (Start Time), a job execution end date and time (End Time), a job execution user name (User Name), a job execution result (Result), and a job execution result error code (ErrorCode). Here, a job is a process such as printing, scanning, sending, or faxing that can be performed by a user on the MFP 150, and a job identifier is an identifier that uniquely identifies a job.

[0040] Reference numeral 302 denotes a diagnostic logic management table, which is a table for managing diagnostic logic used by the diagnostic module 206 to diagnose problems.

[0041] The information managed in the diagnostic logic management table 302 includes, for example, a diagnostic logic identifier (Diagnostic ID), job type, cause information (Cause), diagnostic rule (Rule), and operation logic identifier (Operation ID). Here, the diagnostic logic identifier is an identifier that uniquely identifies the diagnostic logic, and the operation logic identifier is an identifier that uniquely identifies the operation logic. The cause information is information that indicates what is thought to be the cause of the problem as a result of the diagnosis, and the diagnostic rule is information that indicates the logic used when performing the diagnosis. The diagnostic module 206 identifies the cause of the problem based on whether it matches the diagnostic rule.

[0042] Reference numeral 303 denotes a treatment logic management table, which is a table for managing treatment logic used when the diagnosis module 206 displays the problem diagnosis result on a UI and performs treatment according to a user's instruction.

[0043] Information managed in the treatment logic management table 303 includes, for example, treatment logic identifier (Operation ID), treatment type (Operation Type), treatment target (Target), treatment content (Path and value), access rights (RequiredRole and RequiredTrainingLevel), required qualifications (RequiredQualification), whether cloud support is available, whether on-site treatment is available, whether personal information is available, and online manual (link information).

[0044] Here, the action logic identifier is an identifier that uniquely identifies the action logic. The action type is information that classifies the action content, such as changing device settings or restarting. The action target is information about the target to which the action is to be performed, such as the MFP150 or other servers and network devices.

[0045] The treatment content is information indicating the specific treatment content, and includes, for example, path information (Path) of the setting when the device settings are changed, and information on the changed value (Value) of the target item after the treatment.

[0046] The access privileges define the user role information (RequiredRole) and skill level (RequiredTrainingLevel) required to execute the action. For example, the user role information such as customer manager (Customer), call center operator (Operator), service technician (Service Technician), and the user skill level information such as Trained / Untrained are included.

[0047] The required qualification is user qualification information required to execute the procedure, for example, information on the qualification required to execute the procedure, such as an analog type 3 construction worker qualification. Cloud service support availability is information indicating whether the procedure module 207 of the network device diagnosis application 202 supports the execution of the procedure. On-site procedure availability is information indicating whether the procedure includes a procedure that needs to be performed at the location where the MFP 150 is installed. Examples of procedure that needs to be performed at the location where the MFP 150 is installed include physical cleaning of the platen glass and adjustment while checking the printed output. Personal information availability is information indicating whether the procedure involves handling personal information. Online manual link is URL link information to an online manual page of the MFP 150 that indicates details of the procedure.

[0048] Reference numeral 304 denotes a user management table, which is a table for managing user information used when the diagnosis module 206 displays the problem diagnosis results on a UI.

[0049] The information managed in the user management table 304 includes, for example, a user identifier (User ID), a user name (User Name), a role (Role), a skill level (TrainingLevel), and acquired qualifications (Qualifications). Here, the user identifier is an identifier that uniquely identifies a user.

[0050] Next, the software configuration of the client computer 120 is shown. Each module constituting the client computer 120 is a program module existing as a file stored in the ROM 103 or the external memory 110. During execution, the module is loaded into the RAM 102 and executed by the OS or a module that uses the module. Reference numeral 220 denotes a network module, which performs network communication with the application server 100 and the MFP 150 using an arbitrary communication protocol.

[0051] Reference numeral 221 denotes a Web browser, which transmits HTTP request messages via the network module 220 and receives and displays HTTP response messages. Access from the client computer 120 to the application server 100 and the MFP 150 is performed via the Web browser 221. Reference numeral 222 denotes a printer driver, which creates a print job and transmits the print job to the MFP 150 via the network module 220. The printer driver 222 receives and displays the results of print job execution by the MFP 150 via the network module 220.

[0052] Next, there is shown the software configuration of the MFP 150. In the MFP 150, various modules exist as files stored in the ROM 154 or the external memory 162, and are loaded into the RAM 153 and executed at the time of execution. Reference numeral 240 denotes a network module, which performs network communication with the application server 100 and the client computer 120 using any communication protocol.

[0053] A print module 241 receives a print job transmitted from the printer driver 222 of the client computer 120 via the network module 240 and executes the print job. It also creates a log of the print job execution result and transmits it to the log management module 244. A scan transmission module 242 receives a scan instruction from a user via the UI module 247 and generates and executes a scan job and a transmission job of the scan data. Here, a protocol such as e-mail or SMB (Server Message Block) is used for transmitting the scan data. It also creates a log of the scan job and transmission job execution result and transmits it to the log management module 244. A FAX module 243 receives a FAX job transmitted from a FAX device or MFP (not shown) via the network module 240. The FAX reception job received here is printed via the print module 241 or transferred to another FAX device or MFP. In addition, it receives a FAX transmission instruction from a user via the UI module 247 and generates and executes a FAX transmission job. It also creates a log of the results of the FAX reception job and transmission job execution and transmits it to the log management module 244 .

[0054] A log management module 244 receives a log acquisition request from the device management module 204 of the application server 100 via the network module 240 and returns a log of the job execution result.

[0055] Reference numeral 245 denotes a setting management module, which manages the device settings of the MFP 150. The setting management module 245 receives setting confirmation / change instructions from the user via the UI module 247, and returns / changes the device settings of the MFP 150. The setting management module 245 also receives setting confirmation / change instructions from the processing module 207 of the application server 100 via the network module 240. Then, it returns / changes the device settings of the MFP 150 in accordance with the received setting confirmation / change instructions.

[0056] Reference numeral 246 denotes a power management module, which manages the power state of the MFP 150. The power management module 246 receives a power OFF / restart instruction from the user via the UI module 247, and performs power OFF / restart of the MFP 150. The power management module 246 also receives a power OFF / restart instruction from the treatment module 207 of the application server 100 via the network module 240. Then, it performs power OFF / restart of the MFP 150 in accordance with the received power OFF / restart instruction.

[0057] Reference numeral 247 denotes a UI module, which draws the UI to be displayed on the operation unit 156 of the MFP 150 and receives user input values ​​input by the user through UI operations on the operation unit 156 .

[0058] The operation of the application server 100 when the application server 100 detects and diagnoses a problem that has occurred in the MFP 150 and displays available measures based on the diagnosis results will be described with reference to FIG.

[0059] In S400, the detection module 205 of the application server 100 acquires log information of the MFP 150 from the log management table 301 of the database server service module 210 via the device management module 204. Then, the detection module 205 detects a problem that has occurred in the MFP 150 based on the acquired log information.

[0060] In S401, the diagnostic module 206 acquires diagnostic logic from the diagnostic logic management table 302 of the database server service module 210. The diagnostic logic acquired by the diagnostic module 206 here includes, for example, a diagnostic rule or a treatment logic identifier that uniquely identifies treatment logic required to solve a problem when the diagnostic rule is met. In S402, the diagnostic module 206 performs a diagnosis on the problem detected by the detection module 205 in S400 using the diagnostic logic acquired in S401.

[0061] For example, in this embodiment, it is possible to determine from the log information of the MFP 150 that an error has occurred during scanning and e-mail sending, that the error code is 888, and it is possible to diagnose through diagnostic logic that the cause is insufficient adjustment. Also, it is possible to determine from the log information of the MFP 150 that an error has occurred during scanning and e-mail sending, that the error code is 666, and it is possible to diagnose through diagnostic logic that the cause is a dirty document platen.

[0062] In S403, the diagnostic module 206 displays the diagnostic result on the UI via the UI module 203. If the cause of the problem can be uniquely identified as the diagnostic result of the diagnostic module 206, only one cause is displayed. On the other hand, if the cause of the problem cannot be uniquely identified, multiple possible causes are displayed. Examples of the diagnostic result display screen will be described later with reference to Figs. 5, 6, 7, and 8.

[0063] In S404, the diagnosis module 206 acquires the action logic required to solve the problem from the action logic management table 303 of the database server service module 210 based on the diagnosis result of S402. The action logic acquired by the diagnosis module 206 here includes, for example, the action target, access authority, request qualification, availability of cloud service support, availability of on-site action, availability of personal information, online manual link, etc. In this embodiment, the diagnosis module 206 acquires the action logic required to solve the problem using the action logic identifier included in the diagnosis logic acquired in S401.

[0064] In S405, the diagnosis module 206 acquires user information from the user management table 304 of the database server service module 210. The user information acquired by the diagnosis module 206 here includes, for example, role information, skill level, and acquired qualifications of the user.

[0065] In S406, the diagnosis module 206 acquires network device information from the network device management table 300 of the database server service module 210 via the device management module 204. The network device information acquired by the diagnosis module 206 here includes, for example, information on the presence or absence of a cloud service connection.

[0066] In S407, the diagnostic module 206 uses the cloud service supportability included in the treatment logic acquired in S404 to determine whether the treatment logic is supported by the network device diagnostic application 202. If it is determined that the treatment logic is supported by the cloud service, the process proceeds to S408, and if it is determined that the treatment logic is not supported, the process proceeds to S416.

[0067] In S408, the diagnostic module 206 uses the information on the presence or absence of a cloud service connection included in the network device information acquired in S406 to determine whether the functionality corresponding to the action logic is supported by the MFP 150. The functionality here refers to one or more requirements, such as whether an application that accepts and issues instructions for a remote action has been installed in the MFP, whether the MFP has a firmware version capable of executing the target action, whether the MFP has hardware for remote action, etc. If it is determined that the functionality is supported, the process proceeds to S409, and if it is determined that the functionality is not supported, the process proceeds to S416.

[0068] In S409, the diagnosis module 206 uses the on-site treatment included in the treatment logic acquired in S404 to determine whether the treatment logic includes an on-site treatment. If it is determined that the treatment logic includes an on-site treatment, the process proceeds to S410. If it is determined that the treatment logic does not include an on-site treatment, the process proceeds to S416.

[0069] In S410, the diagnostic module 206 judges whether or not the user meets the role and skill level required by the treatment logic. When the diagnostic module 206 makes the judgment in S410, it uses the access authority included in the treatment logic acquired in S404 and the role and skill level included in the user information acquired in S405. If it is judged that the user meets the role and skill level required by the treatment logic, it proceeds to S411, and if it is judged that the user does not meet the requirements, it proceeds to S415.

[0070] In S411, the diagnosis module 206 judges whether or not the user satisfies the qualification required by the treatment logic, using the required qualification included in the treatment logic acquired in S404 and the acquired qualification included in the user information acquired in S405. If it is judged that the user satisfies the qualification required by the treatment logic, the process proceeds to S412, and if it is judged that the user does not satisfy the qualification, the process proceeds to S415.

[0071] In S412, the diagnosis module 206 uses the processing target included in the processing logic acquired in S404 and the role included in the user information acquired in S405 to determine whether the logged-in user is the owner of the processing target. If it is determined that the user is the owner of the processing target, the process proceeds to S414, and if it is determined that the user is not the owner of the processing target, the process proceeds to S413. In this embodiment, the processing target is the MFP 150, and if the user's role is a customer administrator, it is determined that the logged-in user is the owner of the MFP 150.

[0072] In S413, the diagnostic module 206 judges whether the action includes a manipulation of personal information by using the presence or absence of personal information included in the action logic acquired in S404. If it is judged that the action includes a manipulation of personal information, the process proceeds to S415, and if it is judged that the action does not include a manipulation of personal information, the process proceeds to S414.

[0073] In S414, the diagnosis module 206 displays, via the UI module 203, on the diagnosis result display screen, that the treatment is available.

[0074] In S415, the diagnosis module 206 displays on the diagnosis result display screen via the UI module 203 a message that the procedure cannot be used by the logged-in user and that a request for the procedure must be made to another user who can use the procedure.

[0075] In S416, the diagnosis module 206 displays, on a UI, a message that the treatment needs to be performed at the location where the MFP 150 is installed, and the contents of the treatment that needs to be performed at the location where the MFP 150 is installed.

[0076] 5, 6, 7, and 8 show examples of a diagnosis result screen provided by the diagnosis module 206 via the UI module 203 after accepting a user's login to the network device diagnosis application 202. On the screen, for example, various buttons are arranged as an example of an instruction unit capable of accepting user input, automatic machine input, etc.

[0077] Note that Figure 5 shows an example of the diagnosis result display screen when a user having the role of customer administrator, Figure 6 shows a user having the role of call center operator, and Figures 7 and 8 show an example of a user having the role of service technician, all of which are logged in to the network device diagnosis application 202.

[0078] Figures 5 and 6 show example screens in which the diagnostic module 206, in S415, displays on the diagnostic result display screen via the UI module 203 a message indicating that the procedure in question is not available to the logged-in user and that the procedure must be requested from another user who can use the procedure.

[0079] Fig. 7 is an example of a screen where the diagnostic module 206 in S414 displays on the UI that the relevant treatment is available on the diagnosis result display screen via the UI module 203. Fig. 8 is an example of a screen where the diagnostic module 206 in S416 displays on the UI that the relevant treatment must be performed at the location where the MFP 150 is installed and the contents of the treatment that must be performed at the location where the MFP 150 is installed.

[0080] Reference numeral 500 denotes a login user information display section, which displays information about a user who is logged in to the network device diagnosis application 202 .

[0081] Reference numeral 501 denotes a diagnosis target display section which displays information about the MFP 150 to be diagnosed and the customer who owns the MFP 150. Reference numeral 502 denotes a diagnosis target job display section which displays log information of the MFP 150 acquired and detected by the detection module 205 in S400 as a diagnosis target job.

[0082] Reference numeral 503 denotes a diagnosis result display section, which displays the results of the diagnosis performed by the diagnostic module 206 in S402. Reference numeral 504 denotes a diagnosis result cause and action display section, which displays one or more sets of causes and actions identified as the result of the diagnosis performed by the diagnostic module 206 in S402. In the diagnosis result cause and action display section 504, if the cause of the problem can be uniquely identified as the diagnosis result of the diagnostic module 206, only one set of cause and action is displayed. On the other hand, if the cause of the problem cannot be uniquely identified, multiple sets of possible causes and actions are displayed. This screen example shows an example in which the cause of the problem can be uniquely identified and only one set of cause and action is displayed.

[0083] A treatment request button 505 is clicked to transition the UI to a screen for requesting another user who can execute the treatment. The treatment request button 505 is displayed as disabled if the diagnostic module 206 determines in S407 to S413 that a treatment means is available, and is displayed as enabled if the treatment means is unavailable but a treatment request is possible.

[0084] 7 is a treatment button, and when it is clicked, the UI transitions to a screen for instructing the target network device to perform remote treatment from a cloud service via the network. The treatment button 700 is displayed as enabled if the diagnostic module 206 determines in S407 to S413 that a treatment method is available, and is displayed as disabled if it determines that the treatment method is unavailable.

[0085] The enabled / disabled display of the action request button 505 and the action button 700 varies depending on the role, skill level, and qualifications of the user logged in to the network device diagnosis application 202. In the case of Fig. 5, the action button 700 is hidden because the action cannot be used by the customer administrator who is the logged in user, and the action request button 505 is enabled and displayed to request action from a service technician who can use the action. In Fig. 5, a request for action to a service technician from the screen to which the UI transitions when the action request button 505 is clicked may include, for example, making a call to a call center or service technician, sending an email, or sending a repair request.

[0086] In the case of FIG. 6, the action button 700 is hidden because the call center operator, who is the logged-in user, cannot use the action, and the action request button 505 is displayed as enabled so that the call center operator can request the action from a service technician who can use the action.

[0087] In Fig. 6, 600 denotes a service technician selection section, where a call center operator can select a service technician user to request for treatment. In Fig. 6, when the treatment request button 505 is clicked, the screen to which the UI transitions is made, and the request to the service technician for treatment can be made, for example, by making a call to the service technician, sending an email, or sending a repair request.

[0088] In the case of FIG. 7, since the logged-in user, a service technician, can use the relevant treatment, the treatment button 700 is displayed as enabled, and instead the treatment request button 505 is hidden.

[0089] 8, since the treatment needs to be performed at the location where MFP 150 is installed, both treatment request button 505 and treatment button 700 are displayed disabled, and instead an onsite treatment content confirmation button 800 is displayed. When onsite treatment content confirmation button 800 is clicked, the UI transitions to a screen that explains the details of the treatment that needs to be performed at the location where MFP 150 is installed. Note that as the UI transition destination when onsite treatment content confirmation button 800 is clicked, for example, a transition to a treatment explanation page in the online manual may be made using an online manual link included in the treatment logic acquired by diagnosis module 206 in S404.

[0090] Through the above process, when application server 100 diagnoses a problem that has occurred in MFP 150 and displays available treatment means based on the diagnosis results, it is possible to check whether remote treatment means are available and whether the profile of the user account has execution authority. As a result, it is possible to appropriately display treatment means and treatment request means, taking into consideration whether remote treatment means are available and whether the profile of the user account has execution authority.

[0091] Example 2 In the first embodiment, when determining whether the profile of a user account has execution authority, the determination is made using static information such as the user's role, skill level, and acquired qualifications.

[0092] In the second embodiment, an example will be described in which, when determining whether a profile of a user account has execution authority, the skill level of the user is dynamically calculated based on the past action execution history to make the determination. The system configuration, hardware configuration, and software configuration of the network device diagnosis system of this embodiment are the same as those in Figs. 1 and 2 of the first embodiment, and therefore the description will be omitted.

[0093] Fig. 9 shows an example of a portion of a table configuration in the database server service module 210 of the application server 100. Note that the table configuration in Fig. 9 is merely an example, and a table configuration different from this example may be used. Although not shown, tables 300 to 304 in Fig. 3 are also managed. In Fig. 9, table 900 is further managed.

[0094] Table 900 is an action log management table, and is a table for managing the contents and results of actions taken by network device diagnostic application 202 on MFP 150 as a log.

[0095] The information managed in the operation log management table 900 includes, for example, an operation log identifier (Operation Log ID), a network device identifier, a job identifier, a diagnosis logic identifier, an operation logic identifier, a user identifier, an operation execution date and time (Execution DateTime), and an operation result (Result). Here, the operation log identifier is an identifier that uniquely identifies the operation log, and the operation result is information that indicates the operation result, such as whether or not the operation was executed, and if executed, whether or not the execution result was successful.

[0096] The operation of the application server 100 when the application server 100 detects and diagnoses a problem that has occurred in the MFP 150 and displays available measures based on the diagnosis result will be described with reference to Fig. 10. Note that, since steps S400 to S416 are similar to the processes in Fig. 4 of the first embodiment, the description thereof will be omitted.

[0097] In S1000, the diagnostic module 206 of the application server 100 obtains the action log from the action log management table 900 of the database server service module 210.

[0098] In S1001, the diagnostic module 206 calculates the skill level of the user based on the action log acquired in S1000. For example, the skill level is calculated to be high if the user has previously executed the same action on the device or the same model as the device and succeeded. Alternatively, the skill level may be calculated to be high if a user with the same role as the user has previously executed the same action on the device or the same model as the device and succeeded. The skill level may be calculated to be high depending on the number of times the same action has been successfully executed on the device or the same model as the device in the past. The skill level of the user calculated in S1001 is used by the diagnostic module 206 in S410 to determine whether the user meets the skill level required by the action logic.

[0099] The above process makes it possible to dynamically calculate the user's skill level based on the history of past actions taken when taking action to recover from a problem with a network device. By determining whether the user account profile has execution authority based on the dynamically calculated user skill level, it is possible to display appropriate action procedures and action request procedures while keeping track of the user's skill level, which changes over time.

[0100] (Other Examples) The present invention also includes an apparatus or system configured by appropriately combining the above-described embodiments, and a method thereof.

[0101] Here, the present invention is a device or system that executes one or more pieces of software (programs) that realize the functions of the above-mentioned embodiments. Also, a method for realizing the above-mentioned embodiments executed by the device or system is also one aspect of the present invention. The program is supplied to the system or device via a network or various storage media, and the program is read into one or more memories by one or more computers (CPU, MPU, etc.) of the system or device and executed. In other words, as one aspect of the present invention, the program itself or various storage media that store the program and can be read by a computer are also included. The present invention can also be realized by a circuit (e.g., ASIC) that realizes the functions of the above-mentioned embodiments. [Explanation of symbols]

[0102] 100 Application Servers 150 MFP 202 Network device diagnostic application (application server)

Claims

1. A remote system in a network device diagnostic system that diagnoses an abnormality in a network device, comprising: a reception means for receiving a user's login to the remote system; providing means for providing a diagnosis result screen for the network device to the logged-in user, A remote system characterized in that, on the diagnosis result screen, if the network device supports accepting actions via a network and the logged-in user has the authority necessary to perform the necessary actions on the network device, an instruction section is located for instructing the network device to perform the action via the network.

2. The remote system of claim 1 , wherein the user's authority includes at least one of a user's role and a skill level.

3. The remote system according to claim 2, characterized in that the diagnosis result screen includes an instruction section for requesting a user with a different role from the logged-in user to take action based on the fact that the action required for the network device cannot be performed with the authority of the logged-in user.

4. The remote system according to claim 1, characterized in that the diagnosis result screen has an instruction section for providing a screen explaining details of the action required for the network device, based on the fact that the action needs to be performed at the location where the network device is installed.

5. A method in a remote system in a network device diagnostic system for diagnosing an abnormality in a network device, comprising: a receiving step of receiving a user's login to the remote system; providing a diagnostic result screen for the network device to the logged-in user; A method characterized in that, on the diagnosis result screen, if the network device supports accepting actions via a network and the logged-in user has the authority necessary to perform the necessary actions on the network device, an instruction section is located for instructing the network device to perform the action via the network.

6. In a network device diagnostic system for diagnosing abnormalities in network devices, Computer, a reception means for receiving a user's login to the remote system; a program for causing the computer to function as a providing means for providing a diagnosis result screen for the network device to the logged-in user, The program is characterized in that, on the diagnosis result screen, if the network device supports the acceptance of actions via a network and the logged-in user has the authority necessary to perform the necessary actions on the network device, an instruction section is placed for instructing the network device to perform the action via the network.

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