Information processing system, information processing method, and display method

Abstract

To provide an information processing system and so on which allow a user to easily inquire progress.SOLUTION: The present invention is directed to an information processing system connected through the Internet to a production management system 1 and a first computer 110. The information processing system has an acquiring unit for acquiring information relating to an error of the production management system 1, and a control unit 202 for displaying, on a display unit 114 of the first computer 110, processes including a plurality of steps from occurrence of an error to execution of a countermeasure for fixing the error and messages 513, 523, 533 corresponding to each of one or more steps from the first step to the current step among the plurality of steps.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present disclosure relates to an information processing system, an information processing method, and a display method.

Background Art

[0002] Patent Document 1 discloses displaying the progress status of a plurality of tasks in a distribution server.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, for example, when a task does not proceed automatically due to an error, it may not be easy for a user to make an inquiry about the progress. Particularly in the technical field of implementation machines, it is difficult to automatically eliminate errors, and human intervention is often required to eliminate errors.

[0005] Therefore, the present disclosure provides an information processing system and the like that enable a user to easily make an inquiry about the progress.

Means for Solving the Problems

[0006] An information processing system according to an aspect of the present disclosure is an information processing system connected to a production management system and a first computer via the Internet, the information processing system including: an acquisition unit that acquires information regarding an error of the production management system; a control unit that causes a display unit of the first computer to display a procedure including a plurality of steps from when the error occurs until a response for resolving the error is executed, and messages corresponding to each of one or more steps from the first step among the plurality of steps to the current step.

[0007] An information processing method according to an aspect of the present disclosure is an information processing method executed by an information processing system connected to a production management system and a first computer via the Internet, the information processing method including: acquiring information regarding an error of the production management system; and causing a display unit of the first computer to display a procedure including a plurality of steps from when the error occurs until a response for resolving the error is executed, and messages corresponding to each of one or more steps up to the current step among the plurality of steps.

[0008] A display method according to an aspect of the present disclosure is a display method for a computer connected to a production management system and an information processing system via the Internet, the computer acquiring display information to be displayed on a display unit of the computer from the information processing system, the display unit of the computer displaying a screen based on the display information, the screen including a procedure including a plurality of steps from when an error occurs until a response for resolving the error is executed, and messages corresponding to each of one or more steps up to the current step among the plurality of steps.

[0009] These general or specific aspects may be implemented by an apparatus, an integrated circuit, a computer program, or a recording medium such as a computer-readable CD-ROM, or may be implemented by any combination of an apparatus, a system, a method, an integrated circuit, a computer program, and a recording medium. The recording medium may be a non-transitory recording medium.

Advantages of the Invention

[0010] The information processing system of the present disclosure enables a user to easily make an inquiry about the progress.

[0011] Furthermore, the additional advantages and effects in one aspect of the present disclosure will be clarified from the specification and the drawings. Such advantages and / or effects are respectively provided by several embodiments and the features described in the specification and the drawings, but not all of them are necessarily provided in order to obtain one or more identical features.

Brief Description of the Drawings

[0012]

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DETAILED DESCRIPTION OF THE INVENTION

[0013] An information processing system according to a first aspect of the present disclosure is an information processing system connected to a production management system and a first computer via the Internet, the information processing system including: an acquisition unit that acquires information regarding an error of the production management system; a control unit that causes a display unit of the first computer to display a procedure including a plurality of steps from the occurrence of the error to the execution of a response for resolving the error, and a message corresponding to each of one or more steps from the first step to the current step among the plurality of steps.

[0014] According to this, since a procedure including a plurality of steps from the occurrence of the error to the execution of a response for resolving the error and a message corresponding to each step are displayed, it is possible to present to the user the progress for error resolution and the message corresponding to the progress. Therefore, it is possible to make it easier for the user to recognize the message corresponding to the current step in the progress, and it is possible to easily make an inquiry about the progress.

[0015] An information processing system according to a second aspect of the present disclosure is the information processing system according to the first aspect, wherein the control unit causes the display unit to display the message together with process information indicating the step corresponding to the message among the plurality of steps.

[0016] For this reason, the user can easily recognize the message corresponding to each step of the progress.

[0017] An information processing system according to a third aspect of the present disclosure is the information processing system according to the first aspect or the second aspect, wherein the message is generated by the information processing system, and the control unit causes the display unit to display the message together with generator information indicating the generator of the message.

[0018] Therefore, the user can easily recognize the message generator.

[0019] The information processing system according to the fourth aspect of the present disclosure is an information processing system according to any one of the first to third aspects, wherein the acquisition unit further acquires a log related to at least one of the operation and state of the production management system, and the control unit determines whether it is possible to determine a measure for eliminating the error based on the log. When it is determined that the measure can be determined, a first message including the content of the measure is generated, and the first message is displayed on the display unit together with the generator information indicating the information processing system.

[0020] Therefore, the user can easily recognize that the first message is automatically generated by the information processing system.

[0021] The information processing system according to the fifth aspect of the present disclosure is an information processing system according to any one of the first to third aspects, wherein the control unit determines whether it is possible to determine a measure for eliminating the error based on the error. When it is determined that the measure can be determined based on the error, a second message including the content of the measure is generated, and the second message is displayed on the display unit together with the generator information indicating the information processing system.

[0022] Therefore, the user can easily recognize that the first message is automatically generated by the information processing system.

[0023] The information processing system according to the sixth aspect of the present disclosure is the information processing system according to the fifth aspect, and when the control unit determines that it cannot determine a countermeasure for eliminating the error, the acquisition unit further acquires a log related to at least one of the operation and state of the production management system, and the control unit determines whether it can determine a countermeasure for eliminating the error based on the log. When it is determined that the countermeasure can be determined based on the log, a first message including the content of the countermeasure is generated, and the display unit is caused to display the first message together with the producer information indicating the information processing system.

[0024] Therefore, the user can easily recognize that the first message is automatically generated by the information processing system.

[0025] The information processing system according to the seventh aspect of the present disclosure is the information processing system according to any one of the fourth to sixth aspects, and the acquisition unit acquires the log from a database included in the information processing system.

[0026] Therefore, the information processing system can execute a process using the log previously acquired from the production management system, and can shorten the time until the start of execution of the process.

[0027] The information processing system according to the eighth aspect of the present disclosure is the information processing system according to any one of the fourth to seventh aspects, and the control unit determines whether a database included in the information processing system has the log. When the control unit determines that the database does not have the log, the acquisition unit acquires the log from the production management system via the Internet.

[0028] Therefore, when acquiring logs from the database, the information processing system can execute processing using the logs previously acquired from the production management system, and can shorten the time until the start of execution of the processing. On the other hand, when the logs cannot be acquired from the database, the information processing system can reduce the storage capacity for storing the logs.

[0029] The information processing system according to the ninth aspect of the present disclosure is an information processing system according to any one of the fourth aspect to the eighth aspect, wherein the acquisition unit acquires the log from the production management system via the Internet.

[0030] Therefore, when the logs cannot be acquired from the database, the information processing system can reduce the storage capacity for storing the logs.

[0031] The information processing system according to the tenth aspect of the present disclosure is an information processing system according to any one of the fourth aspect to the ninth aspect, wherein when the control unit determines that the correspondence cannot be determined, the control unit transmits a request for input of a message regarding the correspondence to the second computer via the Internet, and causes the display unit to display a third message transmitted from the second computer in response to the request together with producer information indicating the second computer.

[0032] Therefore, the user can easily recognize that the second message has been input by the operator of the second computer.

[0033] The information processing system according to the eleventh aspect of the present disclosure is an information processing system according to any one of the first aspect to the tenth aspect, wherein when one of the plurality of steps is completed, the control unit causes the display unit to display a message corresponding to the next step together with the next step of the one step.

[0034] Therefore, the user can recognize the message of the next step when one step is completed.

[0035] The information processing system according to the 12th aspect of the present disclosure is the information processing system according to the 11th aspect, wherein when one of the plurality of steps is completed, the control unit causes the display unit to display completion information indicating that the one step is completed.

[0036] Therefore, the user can recognize that one step is completed.

[0037] The information processing system according to the 13th aspect of the present disclosure is the information processing system according to the 12th aspect, wherein the plurality of steps includes a step of acquiring a log related to at least one of the operation and state of the production management system, and when the step of acquiring the log is completed, the control unit causes the display unit to display that the process has transitioned to the next step of the step of acquiring the log.

[0038] Therefore, the user can recognize that the process has transitioned to the next step of acquiring the log.

[0039] The information processing system according to the 14th aspect of the present disclosure is the information processing system according to any one of the 1st to 13th aspects, wherein the production management system includes a mounting line including a mounting device and a printing device, and a production support device for supporting the production of the mounting line.

[0040] The information processing method according to the 15th aspect of the present disclosure is an information processing method executed by an information processing system connected to a production management system and a first computer via the Internet, the method including acquiring information related to an error of the production management system, and displaying, on a display unit of the first computer, a procedure including a plurality of steps from when the error occurs until a response for resolving the error is executed, and a message corresponding to each of one or more steps up to the current step among the plurality of steps.

[0041] According to this, in order to display a procedure including a plurality of steps from when an error occurs until a countermeasure for eliminating the error is executed, and messages corresponding to the respective steps, it is possible to present to the user the progress for error elimination and the messages corresponding to the progress. Therefore, it is possible to make it easier for the user to recognize the message corresponding to the current step in the progress, and it is possible to easily make an inquiry about the progress.

[0042] The display method according to the 16th aspect of the present disclosure is a display method for a computer connected to a production management system and an information processing system via the Internet. The computer acquires display information for display on the display unit of the computer from the information processing system, the display unit of the computer displays a screen based on the display information, and the screen includes a procedure including a plurality of steps from when an error occurs until a countermeasure for eliminating the error is executed, and messages corresponding to each of one or more steps up to the current step among the plurality of steps.

[0043] According to this, in order to display a procedure including a plurality of steps from when an error occurs until a countermeasure for eliminating the error is executed, and messages corresponding to the respective steps, it is possible to present to the user the progress for error elimination and the messages corresponding to the progress. Therefore, it is possible to make it easier for the user to recognize the message corresponding to the current step in the progress, and it is possible to easily make an inquiry about the progress.

[0044] (Embodiment) [1. Configuration] FIG. 1 is a schematic diagram showing a system according to an embodiment. The system 100 will be described with reference to FIG. 1.

[0045] As shown in FIG. 1, the system 100 includes a production management system 1, and a first computer 110, a second computer 120, and a server 200 that are connected to the production management system 1 via a network 30.

[0046] The production management system 1 is a production management system for producing products. For example, the products are mounting substrates with electronic components or the like mounted on a substrate, semiconductors, foods, or the like. The production management system 1 includes a production line L, a production management device 10, and a line management device 20.

[0047] The production management device 10 generates and outputs production data for producing a mounting substrate with respect to the production line L. Note that the production management device 10 may communicate with the production line L via wireless or wired. The wireless may be Wi-Fi (registered trademark), Bluetooth (registered trademark), ZigBee (registered trademark), or specific low-power wireless. The production management device 10 is an example of a support device that supports at least one of a plurality of production devices M1 to M9 included in the production line L by managing the preparation work for the production of at least one of the devices.

[0048] The production line L is a production line for producing products. For example, when the product is a mounting substrate, the production line L is a component mounting line for mounting electronic components on a substrate. The production line L includes a plurality of production devices M1 to M9.

[0049] Each of the plurality of production devices M1 to M9 is a production device for producing products. The product is produced through a plurality of processes performed by the plurality of production devices M1 to M9. For example, when the product is a mounting substrate, the production device M1 is a loader that supplies a substrate to the production line L, and the production device M2 is a solder printing device that prints solder on the substrate. Also, for example, when the product is a mounting substrate, each of the plurality of production devices M3 to M7 is a component mounting device that mounts electronic components on the substrate, the production device M8 is a reflow oven that melts the solder printed on the substrate, and the production device M9 is a loader that discharges the mounting substrate from the production line L. Note that the production line L may not include all of the plurality of production devices M1 to M9, or may include at least one of them. Also, the production line L may include an inspection device that inspects a substrate on which solder is printed or a substrate on which components are mounted.

[0050] The line management device 20 is a device that manages each of the plurality of production devices M1 to M9 included in one production line L. The line management device 20 acquires the production data generated by the production management device 10 from the production management device 10, and causes each working device included in the production line L to execute the production of the mounting substrate based on the production data. The line management device 20 is an example of a support device that supports at least one of the plurality of production devices M1 to M9 included in the production line L by managing at least one of the devices.

[0051] Note that, for example, the production line L may include not a plurality but one production device. Also, for example, the production management system 1 may include not one production line L but a plurality of production lines L. When the production management system 1 includes a plurality of production lines, the production management system 1 may include a plurality of line management devices 20 for managing each production line.

[0052] Note that the production management device 10, the line management device 20, and the plurality of production devices M1 to M9 are examples of a plurality of production devices used for the production of the mounting substrate.

[0053] The first computer 110 is a computer used by the user of the production management system 1. In other words, the first computer 110 is a computer owned by the user of the production management system 1. The first computer 110 includes a communication unit 111, a control unit 112, a reception unit 113, and a display unit 114.

[0054] The communication unit 111 exchanges information with the second computer 120, the server 200, or the production management system 1 via the network 30. The communication unit 111 receives display information from the server 200. Also, the communication unit 111 may transmit information (inquiry information) input by the user to the server 200.

[0055] When the communication unit 111 receives the display information, the control unit 112 displays a UI (User Interface) on the display unit 114 based on the received display information. The UI may be a graphical user interface. Specific examples of the UI to be displayed will be described later.

[0056] The reception unit 113 is an input IF (Interface) that receives inputs from the user. The reception unit 113 receives inputs for the UI displayed on the display unit 114. Specific examples of the inputs to be received will be described later.

[0057] The display unit 114 is a display that shows an image or a UI. The display unit 114 displays the image or UI generated by the control unit 112.

[0058] The second computer 120 is used by an administrator who manages the services provided by the server 200. In other words, the second computer 120 is a computer owned by the administrator. The administrator is, for example, a customer service operator. The administrator responds with appropriate answers to inquiries from users. The second computer 120 includes a communication unit 121, a control unit 122, a reception unit 123, and a display unit 124.

[0059] The communication unit 121 exchanges information with the first computer 110, the server 200, or the production management system 1 via the network 30. The communication unit 121 receives display information from the server 200. Also, the communication unit 121 may send information (response information) input by the administrator to the server 200.

[0060] When the communication unit 121 receives the display information, the control unit 122 displays a UI on the display unit 124 based on the received display information. Specific examples of the UI to be displayed will be described later.

[0061] The reception unit 123 is an input IF (Interface) that receives inputs from the administrator. The reception unit 123 receives inputs for the UI displayed on the display unit 124. Specific examples of the inputs to be received will be described later.

[0062] The display unit 124 is a display that displays an image or UI. The display unit 124 displays the image or UI generated by the control unit 122.

[0063] The server 200 is an information processing apparatus that acquires error information indicating an error that has occurred in the production management system 1 and executes a process for eliminating the error indicated by the error information based on the error information. The server 200 is an example of an information processing system. The server 200 includes a communication unit 201, a control unit 202, and a storage unit 203.

[0064] The communication unit 201 exchanges information with the first computer 110, the second computer 120, and the production management system 1 via the network 30. The communication unit 201 acquires error information regarding an error in the production management system 1 from the production management system 1. The communication unit 201 may acquire error information from the production management apparatus 10, may acquire error information from the line management apparatus 20, or may acquire error information from the production line L. Further, the communication unit 201 may acquire a log regarding at least one of the operation and state of the production management system 1. The communication unit 201 may acquire the log periodically. For example, the communication unit 201 may acquire a log that has newly occurred in the production management system 1 since the previous acquisition. The communication unit 201 may acquire one log or a plurality of logs. Hereinafter, it will be described simply as acquiring a log. Note that the communication unit 201 is an example of an acquisition unit.

[0065] The control unit 202 generates display information for displaying a UI on the display unit 114 of the first computer 110, and transmits the generated display information to the first computer 110 via the communication unit 201. Thereby, the control unit 202 causes the display unit 114 of the first computer 110 to display a UI based on the display information. The display information is information for causing the display unit 114 to display a UI including a procedure including a plurality of steps from when an error occurs until a response for resolving the error is executed, and a message corresponding to each of one or more steps from the first step to the current step among the plurality of steps. The control unit 202 causes the display unit 114 to display the message together with step information indicating the step corresponding to the message among the plurality of steps in the UI. The message is generated by at least one of the server 200, the first computer 110, and the second computer 120.

[0066] That is, the message may be generated by the server 200, may be generated by the first computer 110, or may be generated by the second computer 120. Note that the message generated by the server 200 is automatically generated based on a predetermined algorithm. The message generated by the first computer 110 is generated based on an input by the user of the first computer 110. The message generated by the second computer 120 is generated based on an input by the user of the second computer 120. That is, the message generated by the server 200 is a message automatically generated by a computer, and the messages generated by the first computer 110 and the second computer 120 are messages generated based on human input.

[0067] Also, the control unit 202 may cause the message to be displayed together with producer information indicating the producer of the message in the UI. The producer information may be a producer name or an icon indicating the producer.

[0068] Here, displaying a message together with process information or producer information means displaying the process information or producer information in the vicinity of the message. Displaying a message together with process information or producer information may, for example, mean displaying the process information or producer information closer to the message than other messages, or may mean displaying the process information or producer information within a frame surrounding the message. Note that this frame surrounds only one message, and no other messages are included within the area of the frame.

[0069] The control unit 202 may determine whether it can automatically determine a measure for error resolution of the production management system 1 without human intervention. The control unit 202 may determine whether it can determine a measure for error resolution based on the error indicated by the acquired error information, or may determine whether it can determine a measure for error resolution based on the log of the production management system 1. Note that when the control unit 202 determines that it cannot determine a measure for error resolution based on the above determination based on the error, it may perform the above determination based on the log. In this case, the control unit 202 acquires the log from the database of the storage unit 203 or the production management system 1 in order to perform the above determination based on the log. When acquiring the log, the control unit 202 determines whether the database of the storage unit 203 has the log, and if it determines that the database does not have the log, it may acquire the log from the production management system 1 via the network 30.

[0070] When the control unit 202 determines whether it can determine a countermeasure for error elimination based on the error indicated by the acquired error information, for example, it determines whether the table contains a countermeasure for error elimination associated with the error. The table is pre-stored in the storage unit 203 and is information in which a countermeasure for error elimination is associated with each type of error. When the table contains a countermeasure for error elimination corresponding to the error indicated by the error information, the control unit 202 determines that it can determine a countermeasure for error elimination based on the error. Then, the control unit 202 determines the countermeasure for error elimination associated with the error in the table as the countermeasure for error elimination. Also, when the table does not contain a countermeasure for error elimination corresponding to the error indicated by the error information, the control unit 202 determines that it cannot determine a countermeasure for error elimination based on the error.

[0071] In addition, when the control unit 202 determines whether it can determine a countermeasure for error elimination based on the log, for example, it determines whether there is a record that the error indicated by the error information has been automatically eliminated in the log. That is, when the control unit 202 determines that there is a record that the error indicated by the error information has been automatically eliminated in the log, it determines that it can determine a countermeasure for error elimination. Then, when there is a record that the error has been automatically eliminated in the log, the control unit 202 determines a countermeasure for error elimination based on the log indicating the record that the error has been automatically eliminated. For example, the log indicating the record that the error has been automatically eliminated may be a change in a predetermined parameter, an update of software, or the like. Also, when the control unit 202 determines that there is no record that the error indicated by the error information has been automatically eliminated in the log, it determines that it cannot determine a countermeasure for error elimination.

[0072] Also, when the control unit 202 determines that it can determine a measure for error resolution, it generates a message including the content for error resolution. Then, the control unit 202 causes the display unit 114 of the first computer 110 to display the generated message together with the producer information indicating the server 200. A message including the content of the measure determined based on the error is an example of the second message. A message including the content of the measure determined based on the log is an example of the first message. Note that the producer information indicating the server 200 may be an icon indicating the server 200 or information indicating that the message is automatically generated. The icon indicating the server 200 may include an illustration or a photograph of a computer or may include an illustration or a photograph of a robot.

[0073] Also, when the control unit 202 determines that it cannot determine a measure for error resolution, it transmits a request for input of a message regarding the measure to the second computer 120 via the network 30. When the control unit 202 receives from the second computer 120 information indicating the message transmitted from the second computer 120 in response to the request, it causes the display unit 114 of the first computer 110 to display the message transmitted from the second computer 120 in response to the request together with the producer information indicating the second computer 120. The message transmitted from the second computer 120 is an example of the third message. Note that the producer information indicating the second computer 120 may be an administrator name or an icon indicating the administrator. The icon indicating the administrator may be an illustration or a photograph including the face of the administrator.

[0074] Further, when one of the plurality of processes is completed, the control unit 202 may cause the display unit 114 of the first computer 110 to display a message corresponding to the next process together with the next process of the one process. Further, when one of the plurality of processes is completed, the control unit 202 may cause the display unit 114 of the first computer 110 to display completion information indicating that the one process has been completed. The plurality of processes includes a process of acquiring the log of the production management system 1. When the process of acquiring the log is completed, the control unit 202 may cause the display unit 114 of the first computer 110 to display that the transition has been made to the next process of the process of acquiring the log.

[0075] [2. Display Example] Next, the UI displayed on the display unit 114 will be described.

[0076] FIGS. 2 to 10 are diagrams showing an example of the UI displayed on the display unit.

[0077] FIG. 2 is a diagram showing an example of the UI for error handling.

[0078] As shown in FIG. 2, the UI 400 includes a box 401 indicating the handling status for error resolution and the operating status 402 of each production device. The box 401 includes the device name, device ID, operating status, the latest update time of the handling status, information indicating the presence or absence of a new message, and the progress information described in the UI 300 of the production device targeted for error resolution. The operating status 402 includes the device name, device ID, operating status, software version, and installation location for each of the plurality of production devices. For example, in the operating status 402 of the UI 400, it is shown that an error has occurred in the mounting machine A within the dashed frame 403. For example, the user can select and execute the dashed frame 403 to transition to the UI 410 that displays the details of the error.

[0079] When the selection of the dashed frame 403 is executed, the UI 400 is updated to the UI 410 as shown in FIG. 3. The UI 410 includes a box 411 and history information 413. The box 411 includes information about the selected implementation machine A and a message regarding an error occurring in the implementation machine A. The box 411 also includes an inquiry button 412 for making an inquiry regarding the error. When an input to the inquiry button 412 is received, a transition is made to the UI 420.

[0080] The history information 413 includes a history of changes in the operating status and a reception history of operations from the user. The history information 413 includes a date, a history, details, and an operator. The date indicates the date (time) when the change in the operating status occurred and the date (time) when an operation from the user was received. The history indicates the content of the change in the operating status and the type of operation received from the user. The details include detailed information about the history. The operator includes information (e.g., user ID or user name) for identifying the operator who executed the operation. In the UI 410, as with the dashed frame 414, it is shown that an error occurred in the implementation machine A at 16:00 on August 1.

[0081] When an input to the inquiry button 412 is received, the UI 410 is updated to the UI 420 as shown in FIG. 4. The UI 420 includes progress information 421 and information 422 regarding the inquiry. Since the progress information 421 is the same as the progress information 501 described later with reference to FIG. 6, the description thereof is omitted.

[0082] The inquiry-related information 422 includes an inquiry device, user information, inquiry information 1, and inquiry information 2. The inquiry device includes the device name and device ID of the device that is the subject of the inquiry. The user information includes the company name and department to which the user of the device that is the subject of the inquiry belongs, the user name, and the email address of the user. The inquiry information 1 includes a call identifier indicating the type of inquiry, a facility status indicating the operating status of the device, the occurrence time (time of occurrence) of the error that was the cause of the inquiry, the details of the malfunction, and an investigation request. The box for the details of the malfunction relates to the content of the error known to the user. The box for the investigation request relates to the content that the user hopes the support center will investigate. The boxes for the details of the malfunction and the investigation request accept text input by the user. The inquiry information 2 includes frequency and malfunction occurrence timing. The frequency indicates the occurrence frequency of the error and is shown by the input received by the user. The malfunction occurrence timing indicates information regarding the timing when the error occurred and is shown by the text received by the user.

[0083] Note that the inquiry device is information that can be identified when the input of the inquiry button 412 is received. The user information is information that can be identified without the user having to input it if it has been previously registered by the user.

[0084] In the UI 420, when an input indicating the determination of the inquiry is received, as shown in FIG. 5, it is updated to the UI 430. The UI 430 includes acceptance completion information 431 indicating that the acceptance of the inquiry has been completed. The acceptance completion information 431 may include a close button 432 for closing (deleting from the screen) the acceptance completion information 431.

[0085] When the inquiry is received and the process for responding to the inquiry by the server 200 (that is, the process for eliminating the error) is started, as shown in FIG. 6, the display unit 114 displays the UI 500.

[0086] UI500 is a UI that is displayed on the display unit 114 after the reception of an inquiry is completed. UI500 includes progress information 501 indicating a procedure including a plurality of steps for resolving an error, and message boxes 510, 520, and 530.

[0087] The progress information 501 is an example of a procedure including a plurality of steps from the occurrence of an error until a response for resolving the error is executed. In the example of FIG. 6, the plurality of steps indicated by the progress information 501 are reception, log acquisition, investigation, investigation report, response, and completion. Reception includes, for example, receiving the occurrence of an error or receiving an inquiry from a user regarding the error. Log acquisition is acquiring a log. Investigation is an investigation for identifying the cause of the error from the error or the log. The investigation report is a report of the cause of the error identified as a result of the investigation. Response is a response for resolving the error. Completion indicates the completion of a plurality of steps.

[0088] In the progress information 501, among the plurality of steps, the completion of the steps of reception, log acquisition, investigation, and investigation report is indicated by a check mark. Also, in the progress information 501, since "4" of the investigation report is shown as white characters on a black background, it is shown that the current step is the investigation report. Thus, since the completed steps are indicated by check marks and the current step is not indicated by a check mark and is incomplete, the step adjacent to the step with a check mark and without a check mark is the current step. Also, in the progress information 501, since "5" of the response and "6" of the completion are shown as black characters on a white background, it is shown that the steps of response and completion are incomplete.

[0089] Each of the message boxes 510, 520, and 530 is displayed corresponding to each of the plurality of steps. Each of the message boxes 510, 520, and 530 is displayed, for example, when the step immediately before the corresponding step is completed.

[0090] Message boxes 510, 520, and 530 each include icons 511, 521, and 531, process information 512, 522, and 532, and messages 513, 523, and 533. Icons 511, 521, and 531 are each an example of producer information indicating the producer of the message included in the corresponding message box, which is the same as the corresponding icon. Process information 512, 522, and 532 each indicates the process corresponding to the message box in which it is included, and the message included in the same message box as the corresponding process information indicates the corresponding process. Messages 513, 523, and 533 each correspond to one or more processes (a plurality of processes in FIG. 6) from the first process to the current process among the plurality of processes indicated by the progress information 501. In the example of FIG. 6, the first process is reception, and the current process is an investigation report.

[0091] Message box 510 is displayed when the log acquisition process is being executed. Icon 511 of message box 510 indicates that message 513 included in message box 510 was automatically generated by server 200. That is, icon 511 is an example of producer information indicating that the producer of message 513 is server 200. Process information 512 indicates the process corresponding to message box 510, and indicates that the process is log acquisition among the plurality of processes of progress information 501.

[0092] Message box 520 is displayed when the investigation process is being executed. Icon 521 of message box 520 indicates that message 523 included in message box 520 was generated in response to an input by the administrator (that is, the user of the second computer 120). That is, icon 521 is an example of producer information indicating that the producer of message 523 is the administrator. Process information 522 indicates the process corresponding to message box 520, and indicates that the process is investigation among the plurality of processes of progress information 501.

[0093] The message box 530 is displayed when the process of the investigation report is being executed. The icon 531 of the message box 530 indicates that the message 533 included in the message box 530 is generated in response to an input by an administrator (i.e., the user of the second computer 120). That is, the icon 531 is an example of the producer information indicating that the producer of the message 533 is the administrator. The process information 532 indicates the process corresponding to the message box 530, and indicates that the process is the investigation report among the plurality of processes of the progress information 501.

[0094] When the process advances one step from the state of the UI500, for example, as shown in FIG. 7, the display unit 114 displays the UI600.

[0095] The UI600 includes progress information 601, message boxes 610, 620, 630, a text box 640, and a send button 641. The progress information 601 is different from the progress information 501 in that the investigation report is completed and the current process corresponds, and the other configurations are the same.

[0096] The message box 610 is displayed corresponding to one of the plurality of processes. The message box 610 is displayed, for example, when the process immediately preceding the corresponding process is completed.

[0097] The message boxes 610, 620, 630 each include icons 611, 621, 631 and messages 613, 623, 633.

[0098] The message box 610 is displayed when the corresponding process is being executed. The icon 611 of the message box 610 indicates that the message 613 included in the message box 610 is generated in response to an input by an administrator (i.e., the user of the second computer 120). That is, the icon 611 is an example of producer information indicating that the producer of the message 613 is the administrator. The process information 612 indicates the process corresponding to the message box 610, and indicates that the process corresponds to one of the plurality of processes of the progress information 601.

[0099] The message box 620 includes an icon 621 indicating the user and a message 623 input by the user. The icon 621 of the message box 620 indicates that the message 623 included in the message box 620 is generated in response to an input by the user (i.e., the user of the first computer 110). That is, the icon 621 is an example of producer information indicating that the producer of the message 623 is the user of the production management system 1.

[0100] The message box 630 includes an icon 631 indicating the administrator and a message 633 input by the administrator. The icon 631 of the message box 630 indicates that the message 633 included in the message box 630 is generated in response to an input by the administrator (i.e., the user of the second computer 120). That is, the icon 631 is an example of producer information indicating that the producer of the message 633 is the administrator.

[0101] The text box 640 receives an input of a further message to be displayed by the user of the first computer 110 on the UI 600. The text input into the text box 640 is received as a message when an input to the send button 641 is received. Thereby, a new message box is added to the UI 600.

[0102] When the message exchange proceeds from the UI 600, it is updated to a UI 700 as shown in FIG. 8, for example.

[0103] The UI 700 includes progress information 601, message boxes 630, 710, 720, a completion button 730, a text box 640, and a send button 641. The progress information 601, the message box 630, the text box 640, and the send button 641 in the UI 700 are the same as those in the UI 600. In the UI 700, message boxes 710 and 720 are newly added. Note that in the UI 700, by scrolling, the message boxes 610 and 620 included in the UI 600 can be displayed.

[0104] The message box 720 includes a radio button 721 for receiving a status selection by the user. For example, in the radio button 721 of the message box 720, the user is made to input the confirmation result of whether or not the restart of the implementation machine A has been completed. The radio button 721 receives an input for specifying one of the three statuses of unconfirmed, confirm later, and confirmed. Note that in the UI 700, the completion button 730 is displayed in a grayed-out state, indicating that it is in a state where input by the user cannot be received. Even if an input is made to the completion button 730 in the UI 700, the input is not received.

[0105] When "confirmed" is selected in the radio button 721, the display unit 114 displays a UI 700a as shown in FIG. 9. In the UI 700a, the completion button 730 that was grayed out is changed to a completion button 730a in a display mode that can receive input. As a result, an input to the completion button 730a is received, and the inquiry process for error elimination is completed. Note that the UI 700a includes progress information 701, message boxes 630, 710, 720, a completion button 730a, a text box 731, and a send button 732. The text box 731 and the send button 732 respectively correspond to the text box 640 and the send button 641.

[0106] Then, the display unit 114 displays a UI700b as shown in FIG. 10. The UI700b displays inquiry completion information 740 indicating that the inquiry process has been completed. The close button 741 for closing (deleting from the screen) the inquiry completion information 740 may be included.

[0107] In this way, in the UI500, UI600, UI700, and UI700a, message exchanges are possible between the user and the server 200 or the administrator. That is, in the UI500, UI600, UI700, and UI700a, a chat function between the user and the server 200 or the administrator is provided.

[0108] Note that each of the UI500, UI600, UI700, and UI700a may have a size larger than the size of the display area of the display unit 114 (display) to be displayed. In this case, each of the UI500, UI600, UI700, and UI700a is not displayed in the display area of the display unit 114 at once, and a part of the area corresponding to the size of the display area of the display unit 114 in each UI is displayed. The part of the area may be changed when the first computer 110 receives an input from the user. For example, the first computer 110 may change a part of the area displayed on the display unit 114 by receiving an input for scrolling the UI. In this way, each of the UI500, UI600, UI700, and UI700a may have a part that protrudes from the display unit 114 and is not displayed on the display unit 114, and may constitute one screen including the non-displayed part.

[0109] [3. Operations] Next, the inquiry response process for error resolution in the system 100 will be described.

[0110] FIG. 11 is a flowchart showing an example of the inquiry response process for error resolution by the server.

[0111] The server 200 acquires error information indicating an error in the production management system 1 (S101).

[0112] Next, the server 200 causes the error of the production management system to be displayed on the display unit 114 of the first computer 110 (S102).

[0113] Next, the server 200 receives an inquiry about the error from the first computer 110 (S103).

[0114] Next, the server 200 determines whether it is possible to determine a measure for resolving the error based on the error (S104).

[0115] If the server 200 determines that it is possible to determine a measure for resolving the error based on the error (Yes in S104), it executes step S109. On the other hand, if the server 200 determines that it is not possible to determine a measure for resolving the error based on the error (No in S104), it executes step S105.

[0116] In step S105, the server 200 acquires a log (S105). The server 200 may acquire a log stored in the storage unit 203 in advance, or may acquire a log from the production management system 1 via the network 30. Note that the server 200 determines whether a log is stored in the storage unit 203, and if a log is stored in the storage unit 203, it acquires the log from the storage unit 203, and if not, it may acquire a log from the production management system 1 via the network 30. Here, the acquired log is a log generated in the production management system 1 during a period from a time when it was determined No in step S104 to a predetermined time before. For example, the acquired log is a log generated in a new period among the periods from when the production management system 1 started operation to the present. The new period is a period newer than other periods among the periods from when the production management system 1 started operation to the present.

[0117] Next, the server 200 determines whether it is possible to determine a measure for resolving the error based on the log (S106).

[0118] If the server 200 determines based on the log that it can determine a measure to resolve the error (Yes in S106), it executes step S109. On the other hand, if the server 200 determines based on the log that it cannot determine a measure to resolve the error (No in S106), it executes step S107.

[0119] In step S107, the server 200 requests support from the customer service (S107). That is, since the server 200 cannot automatically determine a measure to resolve the error, it sends a request for a measure to resolve the error to the second computer 120. By receiving the request for a measure to resolve the error, the second computer 120 can display on the display unit 124 that an error has occurred that the server 200 cannot automatically resolve. As a result, the administrator (the operator of the customer service), who is the user of the second computer 120, can start taking measures to resolve the error based on the request. For example, the administrator can cause the second computer 120 to send a message indicating that the investigation is in progress to the server 200.

[0120] Next, the server 200 causes a person (that is, the operator of the customer service) to display a message indicating that the error is being investigated on the display unit 114 of the first computer 110 (S108).

[0121] Next, the server 200 causes the investigation report to be displayed on the display unit 114 of the first computer 110 (S109). The investigation report is generated by the server 200 when the server 200 can automatically determine a measure to resolve the error. The investigation report is generated by the second computer 120 based on an input to the second computer 120 by a person (that is, the operator of the customer service) when the server 200 cannot automatically determine a measure to resolve the error.

[0122] Next, the server 200 causes the measure based on the investigation report to be displayed on the display unit 114 of the first computer 110 (S110).

[0123] Next, the server 200 inquires of the first computer 110 whether to permit the execution of the response, and receives an input indicating consent from the user via the first computer 110 (S111).

[0124] Next, the server 200 executes the response agreed to by the user on the production management system 1 (S112). For example, when an error caused by an old software version occurs in the implementation machine A of the production management system 1, the server 200 executes a response to update the software on the implementation machine A to a new software version. Thereby, the error occurring in the implementation machine A can be eliminated.

[0125] FIG. 12 is a sequence diagram showing an example of an inquiry response process for error elimination in the system.

[0126] The server 200 transmits an instruction to display the error that occurred in the production management system 1 to the first computer 110 (S121).

[0127] Thereby, the first computer 110 displays the UI400 as described in FIG. 2, receives an input regarding the error from the user, and when receiving an input to the inquiry button 412 in the UI410, transmits a request for an inquiry screen to the server 200 (S122).

[0128] Based on the request for the inquiry screen received from the first computer 110, the server 200 transmits an instruction to display the inquiry screen to the first computer 110 (S123).

[0129] The first computer 110 displays the UI420 showing the inquiry screen in FIG. 4, and transmits the inquiry content (information regarding the inquiry) to the server 200 based on the input to the UI420 (S124).

[0130] The server 200 acquires logs from the database in the storage unit 203 (S125). When there are no logs stored in the storage unit 203, the server 200 acquires logs from the production management system 1.

[0131] When the server 200 cannot determine a response for resolving an error, the server 200 sends a response request to the second computer 120 (S126). When the server 200 can determine a response for resolving an error, the server 200 executes processing according to the response.

[0132] The server 200 sends an instruction to display an in - progress screen indicating that an error is under investigation to the first computer 110 (S127).

[0133] When the second computer 120 receives a response request, it accepts input from the administrator (S128). For example, the second computer 120 accepts input of a message regarding the response for error resolution included in the response request from the administrator. The message includes an investigation report and a response method. The second computer 120 may separately send the investigation report message and the response method message to the server 200.

[0134] The second computer 120 sends the investigation report and the response method message to the server 200 (S129).

[0135] The server 200 receives the investigation report and the response method message and causes the first computer 110 to display the message (S130).

[0136] The first computer 110 displays a message indicating whether to permit execution of a response according to the message and accepts a response to the message from the user (S131).

[0137] The first computer 110 sends the response received from the user to the server 200 (S132).

[0138] The server 200 receives the response received from the user and transmits the response to the second computer 120 (S133).

[0139] The second computer 120 receives the response according to the response (S134), and transmits the received response to the server 200 (S135).

[0140] The server 200 receives the response and transmits the response to the first computer 110 (S136).

[0141] The first computer 110 displays the received response (S137).

[0142] [4. Effects, etc.] The server 200 (information processing system) according to the present embodiment is connected to the production management system 1 and the first computer 110 via the network 30 (Internet). The server 200 acquires information regarding an error of the production management system 1. The server 200 causes the display unit 114 of the first computer 110 to display a procedure including a plurality of steps from when an error occurs until a response for resolving the error is executed, and a message corresponding to each of one or more steps from the first step to the current step among the plurality of steps.

[0143] According to this, in order to display a procedure including a plurality of steps from when an error occurs until a response for resolving the error is executed, and a message corresponding to each step, it is possible to present to the user the progress for error resolution and the message corresponding to the progress. Therefore, it is possible to make it easier for the user to recognize the message corresponding to the current step in the progress, and it is possible to easily make an inquiry about the progress.

[0144] In addition, the server 200 according to the present embodiment causes the display unit 114 to display the message together with the step information indicating the step to which the message among the plurality of steps corresponds.

[0145] Therefore, the user can easily recognize the messages corresponding to each step of the progress.

[0146] Also, in the server 200 according to the present embodiment, the messages are generated by the server 200. The server 200 causes the display unit 114 to display the messages together with the producer information indicating the producer of the messages.

[0147] Therefore, the user can easily recognize the producer of the messages.

[0148] Further, the server 200 according to the present embodiment further acquires a log regarding at least one of the operation and state of the production management system 1. The server 200 determines whether it can determine a measure for eliminating the error based on the log. When the server 200 determines that it can determine the measure, the server 200 generates a first message including the content of the measure. The server 200 causes the display unit 114 to display the first message together with the producer information indicating the server 200.

[0149] Therefore, the user can easily recognize that the first message is automatically generated by the server 200 (information processing system).

[0150] Also, the server 200 according to the present embodiment determines whether it can determine a measure for eliminating the error based on the error. When the server 200 determines that it can determine the measure based on the error, the server 200 generates a first message including the content of the measure. The server 200 causes the display unit 114 to display the first message together with the producer information indicating the server 200.

[0151] Therefore, the user can easily recognize that the first message is automatically generated by the server 200 (information processing system).

[0152] Also, when the server 200 according to the present embodiment determines that it cannot determine a measure for resolving an error, it further acquires a log related to at least one of the operation and state of the production management system 1. The server 200 determines whether it can determine a measure for resolving the error based on the log. When the server 200 determines that it can determine the measure, it generates a first message including the content of the measure. The server 200 causes the display unit 114 to display the first message together with the producer information indicating the server 200.

[0153] For this reason, the user can easily recognize that the first message is automatically generated by the server 200 (information processing system).

[0154] Further, the server 200 according to the present embodiment determines whether the database included in the server 200 has a log. When the server 200 determines that the database does not have a log, it further acquires a log from the production management system 1 via the network 30.

[0155] For this reason, when acquiring a log from the database, the server 200 (information processing system) can execute processing using the log previously acquired from the production management system 1 and can shorten the time until the start of execution of the processing. On the other hand, when the log cannot be acquired from the database, the server 200 can reduce the storage capacity for storing the log.

[0156] Also, when the server 200 according to the present embodiment determines that it cannot determine the measure, it transmits a request for input of a message related to the measure to the second computer 120 via the network 30. The server 200 causes the display unit 114 to display the third message transmitted from the second computer 120 in response to the request together with the producer information indicating the second computer 120.

[0157] For this reason, the user can easily recognize that the second message is input by the operator of the second computer.

[0158] In addition, when one of a plurality of steps is completed, the server 200 according to the present embodiment causes the display unit 114 to display a message corresponding to the next step together with the next step of the one step.

[0159] Therefore, when one step is completed, the user can recognize the message of the next step.

[0160] In addition, when one of a plurality of steps is completed, the server 200 according to the present embodiment causes the display unit 114 to display completion information indicating that the one step has been completed.

[0161] Therefore, the user can recognize that one step has been completed.

[0162] In the server 200 according to the present embodiment, the plurality of steps includes a step of acquiring a log related to at least one of the operation and state of the production management system. When the step of acquiring the log is completed, the server 200 causes the display unit 114 to display that the transition to the next step of the step of acquiring the log has been made.

[0163] Therefore, the user can recognize that the transition to the next step of acquiring the log has been made.

[0164] [5. Modification Example] (1) The server 200 in the above embodiment may have the functions of the second computer 120. That is, the server 200 may have a function of receiving an input from an administrator and a function of displaying a UI to the administrator.

[0165] [6. Others] In the above-described embodiment, each component may be configured by dedicated hardware or may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU or a processor reading and executing a software program recorded on a recording medium such as a hard disk or a semiconductor memory. Here, the software for realizing the production management device, the production management system, etc. of the above-described embodiment is a program that causes a computer to execute each step included in the flowchart shown in the figure.

[0166] Note that the following cases are also included in the present disclosure.

[0167] (1) Specifically, each of the above devices is a computer system composed of a microprocessor, ROM, RAM, hard disk unit, display unit, keyboard, mouse, etc. A computer program is stored in the RAM or the hard disk unit. When the microprocessor operates according to the computer program, each device achieves its function. Here, the computer program is composed of a combination of a plurality of instruction codes indicating instructions to the computer in order to achieve a predetermined function.

[0168] (2) It is also possible that part or all of the components constituting each of the above devices are composed of one system LSI (Large Scale Integration). A system LSI is a super multifunctional LSI manufactured by integrating a plurality of components on one chip, and specifically, is a computer system including a microprocessor, ROM, RAM, etc. A computer program is stored in the RAM. When the microprocessor operates according to the computer program, the system LSI achieves its function.

[0169] (3) Some or all of the components constituting each of the above devices may be configured from an IC card or a single module that is detachable from each device. The IC card or the module is a computer system composed of a microprocessor, ROM, RAM, etc. The IC card or the module may include the above-described multifunctional LSI. When the microprocessor operates according to a computer program, the IC card or the module achieves its function. This IC card or this module may have tamper resistance.

[0170] (4) The present disclosure may be the method shown above. It may also be a computer program for realizing these methods by a computer, or a digital signal composed of the computer program.

[0171] Further, the present disclosure may be the computer program or the digital signal recorded on a computer-readable recording medium, such as a flexible disk, a hard disk, a CD-ROM, an MO, a DVD, a DVD-ROM, a DVD-RAM, a BD (Blu-ray (registered trademark) Disc), a semiconductor memory, etc. It may also be the digital signal recorded on these recording media.

[0172] Further, the present disclosure may be the transmission of the computer program or the digital signal via a telecommunication line, a wireless or wired communication line, a network represented by the Internet, data broadcasting, etc.

[0173] Further, the present disclosure may be a computer system including a microprocessor and a memory, wherein the memory stores the above computer program, and the microprocessor operates according to the computer program.

[0174] Alternatively, it may be implemented by another independent computer system by recording and transferring the program or the digital signal to the recording medium, or by transferring the program or the digital signal via the network or the like.

[0175] (5) It is also possible to combine the above embodiments and the above modifications respectively.

Industrial Applicability

[0176] The present disclosure is useful as an information processing system or the like that enables a user to easily make an inquiry about progress.

Explanation of Signs

[0177] 1 Production management system 10 Production management device 20 Line management device 30 Network 100 System 110 First computer 111 Communication unit 112 Control unit 113 Reception unit 114 Display unit 120 Second computer 121 Communication unit 122 Control unit 123 Reception unit 124 Display unit 200 Server 201 Communication unit 202 Control unit 203 Storage unit

Claims

1. An information processing system connected to a production management system and a first computer via the Internet, comprising: an acquisition unit that acquires information regarding an error in the production management system; a control unit that causes a display unit of the first computer to display a procedure including a plurality of steps from when the error occurs until a countermeasure for resolving the error is executed, and messages corresponding to each of one or more steps from the first step to the current step among the plurality of steps; An information processing system.

2. The control unit causes the display unit to display the message together with step information indicating the step corresponding to the message among the plurality of steps. The information processing system according to Claim 1.

3. The message is generated by the information processing system, and the control unit causes the display unit to display the message together with generator information indicating the generator of the message. The information processing system according to Claim 2.

4. The acquisition unit further acquires a log regarding at least one of the operation and state of the production management system, and the control unit determines whether a countermeasure for resolving the error can be determined based on the log, generates a first message including the content of the countermeasure when it is determined that the countermeasure can be determined, and causes the display unit to display the first message together with generator information indicating the information processing system. The information processing system according to Claim 3.

5. The control unit determines whether a countermeasure for resolving the error can be determined based on the error, generates a second message including the content of the countermeasure when it is determined that the countermeasure can be determined based on the error, and causes the display unit to display the second message together with generator information indicating the information processing system. The information processing system according to Claim 3.

6. When the control unit determines that a countermeasure for resolving the error cannot be determined, the acquisition unit further acquires a log regarding at least one of the operation and state of the production management system, and the control unit determines whether a countermeasure for resolving the error can be determined based on the log, generates a first message including the content of the countermeasure when it is determined that the countermeasure can be determined based on the log, and causes the display unit to display the first message together with generator information indicating the information processing system. The information processing system according to claim 5.

7. The acquisition unit acquires the log from a database included in the information processing system. The information processing system according to claim 4 or 6.

8. The control unit determines whether the database included in the information processing system has the log, and when the control unit determines that the database does not have the log, the acquisition unit acquires the log from the production management system via the Internet. The information processing system according to claim 4 or 6.

9. The acquisition unit acquires the log from the production management system via the Internet. The information processing system according to claim 4 or 6.

10. The control unit, when it determines that the correspondence cannot be determined, transmits a request for input of a message regarding the correspondence to a second computer via the Internet, and causes the display unit to display a third message transmitted from the second computer in response to the request together with producer information indicating the second computer. The information processing system according to claim 4 or 6.

11. When one of the plurality of steps is completed, the control unit causes the display unit to display a message corresponding to the next step together with the next step of the one step. The information processing system according to claim 1.

12. When one of the plurality of steps is completed, the control unit causes the display unit to display completion information indicating that the one step has been completed. The information processing system according to claim 11.

13. The plurality of steps includes a step of acquiring a log related to at least one of an operation and a state of the production management system, and when the step of acquiring the log is completed, the control unit causes the display unit to display that the transition has been made to the next step of the step of acquiring the log. The information processing system according to claim 12.

14. The production management system includes a mounting line including a mounting device and a printing device, and a production support device that supports the production of the mounting line. The information processing system according to claim 1.

15. An information processing method executed by an information processing system connected to a production management system and a first computer via the Internet, acquiring information regarding an error in the production management system, Cause the display unit of the first computer to display a procedure including a plurality of steps from the occurrence of the error until a response for resolving the error is executed, and messages corresponding to each of one or more steps up to the current step among the plurality of steps. An information processing method.

16. A display method for a computer connected to a production management system and an information processing system via the Internet, comprising: The computer acquires display information to be displayed on the display unit of the computer from the information processing system. The display unit of the computer displays a screen based on the display information. The screen includes a procedure including a plurality of steps from the occurrence of an error until a response for resolving the error is executed, and messages corresponding to each of one or more steps up to the current step among the plurality of steps. A display method.

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