Fault response server, fault response system, program, and fault response method

Abstract

To provide a server and a system dealing with failures, a program, and a method for dealing with failures that select a maintenance person with his / her skill development taken in consideration.SOLUTION: In the system dealing with failures, a server dealing with failures include: a system information storage unit for storing, for each monitoring target, education priority information showing the degree of prioritizing the education of a maintenance person who maintains a predetermined monitor target; a failure detecting unit for detecting a failure to monitor; a maintenance man selection unit for selecting a maintenance man to solve a failure according to the content of the failure and the education priority information of the monitor target when the failure detection unit detects a failure; and a chat setting unit for opening an online chat room used by a maintenance man to solve the failure.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a failure response server, a failure response system, a program, and a failure response method. [Background technology]

[0002] Patent document 1 discloses a technology in which a monitoring server that acquires logs from multiple information processing devices determines whether or not to register a chat room for the acquired log based on the contents of the log, determines whether or not to open a new chat room for the log based on the chat room registration status for past logs, registers the chat room, and if it is determined to open a new chat room, opens a new chat room with users associated with the information processing device as participating users, and registers the log in association with the opened chat room. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2018-088224 A Summary of the Invention [Problem to be solved by the invention]

[0004] The technology described in Patent Document 1 can open a chat room based on the contents of a log and allow maintenance personnel who have been fixedly associated in advance to participate in the chat room, but from the perspective of providing long-term services, this technology is not suitable for selecting maintenance personnel that takes into account the technical training of the maintenance personnel.

[0005] An object of the present invention is to provide a technique for selecting maintenance personnel that takes into consideration the technical training of the maintenance personnel. [Means for solving the problem]

[0006] The present application includes a number of means for solving at least part of the above problems, examples of which are as follows: In order to solve the above problems, a fault response server according to one aspect of the present invention includes a system information storage unit that stores, for each monitoring target, training priority information indicating a degree of priority for training of maintenance personnel who maintain the specified monitoring target, a fault detection unit that detects a fault in the monitoring target, a maintenance personnel selection unit that, when the fault detection unit detects the fault, selects a maintenance personnel to resolve the fault according to the content of the fault and the training priority information of the monitoring target, and a chat setting unit that opens an online chat room that the maintenance personnel use to resolve the fault.

[0007] In the above-mentioned failure support server, the chat setting section may invite the selected maintenance staff to the established online chat room.

[0008] In addition, in the above-mentioned fault response server, the maintenance personnel selection unit may form stratums to which multiple maintenance personnel belong according to predetermined evaluation points for evaluating the maintenance personnel, and identify the stratum of maintenance personnel to be selected according to the content of the fault and the training priority information.

[0009] In addition, in the above-mentioned fault response server, the maintenance personnel selection unit may, when inviting the maintenance personnel belonging to the identified layer to the online chat room, vary the evaluation point depending on the elapsed time until the maintenance personnel responds to the invitation.

[0010] In addition, in the above-mentioned fault response server, the maintenance personnel selection unit may calculate the evaluation score based on evaluation criteria including at least one of the following: level of skill, number of faults handled, and whether or not the maintenance personnel has experience handling the same fault.

[0011] In addition, in the above-mentioned fault response server, for the monitored object for which the degree of priority for training is equal to or higher than a predetermined level, the maintenance personnel selection unit may also select a maintenance personnel belonging to a stratum with a higher evaluation point than the identified stratum in order to provide advice to the maintenance personnel belonging to that stratum.

[0012] In addition, a fault response system according to another aspect of the present invention is characterized in that it includes a system information storage unit that stores, for each monitored object, training priority information indicating a degree of priority for training of maintenance personnel who maintain the monitored object; a fault detection unit that detects a fault in the monitored object; a maintenance personnel selection unit that, when the fault detection unit detects the fault, selects a maintenance personnel to resolve the fault depending on the content of the fault and the training priority information for the monitored object; and a chat setting unit that opens an online chat room for the maintenance personnel to use to resolve the fault.

[0013] Moreover, a program according to another aspect of the present invention is a program that causes a computer to function as a fault response server, and is characterized in that it causes a memory unit of the computer to store, for each monitored object, training priority information indicating the degree of priority given to training of maintenance personnel who maintain the specified monitored object, and causes a processor of the computer to execute a fault detection step of detecting a fault in the monitored object, a maintenance personnel selection step of selecting a maintenance personnel to resolve the fault depending on the content of the fault and the training priority information for the monitored object when the fault is detected in the fault detection step, and a chat setting step of opening an online chat room for the maintenance personnel to use to resolve the fault.

[0014] Moreover, a fault response method according to another aspect of the present invention is a fault response method using a computer as a fault response server, wherein a memory unit of the computer stores, for each monitored object, training priority information indicating a degree of priority for training of maintenance personnel who maintain the monitored object, and causes a processor of the computer to execute a fault detection step of detecting a fault in the monitored object, a maintenance personnel selection step of selecting a maintenance personnel to resolve the fault depending on the content of the fault and the training priority information for the monitored object when the fault is detected in the fault detection step, and a chat setting step of opening an online chat room to be used by the maintenance personnel to resolve the fault. Effect of the Invention

[0015] According to the present invention, it is possible to provide a technique for selecting maintenance personnel that takes into consideration the technical training of the maintenance personnel. Problems, configurations, and effects other than those described above will become apparent from the following description of the embodiments. [Brief description of the drawings]

[0016] [Figure 1] 1 is a diagram illustrating an example of the configuration of a failure response system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating an example of the structure of data stored in a system information storage unit. [Diagram 3] 10 is a diagram illustrating an example of the structure of data stored in a past case storage unit; FIG. [Figure 4] 11 is a diagram illustrating an example of a structure of data stored in a maintenance personnel information storage unit; [Diagram 5] 10 is a diagram illustrating an example of a structure of data stored in a schedule storage unit; FIG. [Figure 6] FIG. 2 is a diagram illustrating an example of a hardware configuration of a failure support server. [Figure 7] FIG. 11 is a diagram illustrating an example of a flow of an initial process. [Figure 8] FIG. 13 illustrates an example of a flow of a maintenance worker candidate extraction process. [Figure 9] FIG. 13 illustrates an example of selection of maintenance technician candidates. [Figure 10] FIG. 13 is a diagram showing an example of a chat room screen. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0017] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In all the drawings for describing the embodiment, the same members are generally given the same reference numerals, and the repeated description thereof will be omitted. In addition, in the following embodiment, the components (including element steps, etc.) are not necessarily essential, unless otherwise specified or considered to be obviously essential in principle. In addition, when "consists of A", "consists of A", "has A", or "includes A", it goes without saying that other elements are not excluded, except when it is specifically specified that only the element is included. Similarly, in the following embodiment, when referring to the shape, positional relationship, etc. of the components, etc., it includes those that are substantially similar or similar to the shape, etc., except when it is specifically specified or considered to be obviously not essential in principle.

[0018] In the following description, the input / output units and display units of the failure support server 100, the chat server 200, and the information processing devices used by the maintenance personnel (not shown) may be one or more interface devices. The one or more interface devices may be at least one of the following: One or more I / O (Input / Output) interface devices. The I / O interface device is an interface device between the I / O device and at least one of the remote failure response server 100 or the chat server 200. The I / O interface device for the failure response server 100 or the chat server 200 may be a communication interface device. The at least one I / O device may be a user interface device, for example, either an input device such as a keyboard and a pointing device, or an output device such as a display device. One or more communication interface devices. The one or more communication interface devices may be one or more homogeneous communication interface devices (e.g., one or more NICs (Network Interface Cards)) or two or more heterogeneous communication interface devices (e.g., a NIC and an HBA (Host Bus Adapter)).

[0019] In the following description, a "memory" refers to one or more memory devices, which are an example of one or more storage devices, and may typically be a primary storage device. At least one memory device in the memory may be a volatile memory device or a non-volatile memory device.

[0020] In the following description, the term "storage unit" or "storage" may refer to either a memory or a persistent storage device, or both. Specifically, the persistent storage device may be, for example, a hard disk drive (HDD), a solid state drive (SSD), a non-volatile memory express (NVME) drive, or a storage class memory (SCM).

[0021] Also, in the following description, a "processing unit" or a "processor" may be one or more processor devices. The at least one processor device may typically be a microprocessor device such as a CPU (Central Processing Unit), but may also be other types of processor devices such as a GPU (Graphics Processing Unit). The at least one processor device may be a single-core or multi-core. The at least one processor device may be a processor core. The at least one processor device may also be a broader processor device such as a circuit that is a collection of gate arrays written in a hardware description language that performs part or all of the processing (e.g., a Field-Programmable Gate Array (FPGA), a Complex Programmable Logic Device (CPLD), or an Application Specific Integrated Circuit (ASIC)).

[0022] In the following description, functions may be described using the expression "yyy unit", but the functions may be realized by one or more computer programs being executed by a processor, or by one or more hardware circuits (e.g., FPGA or ASIC), or by a combination thereof. When a function is realized by a program being executed by a processor, the function may be at least a part of the processor, since the specified processing is performed using a storage device and / or an interface device, etc., as appropriate. Processing described with a function as the subject may be processing performed by a processor or a device having the processor. A program may be installed from a program source. The program source may be, for example, a program distribution computer or a computer-readable recording medium (e.g., a non-transitory recording medium). The description of each function is an example, and multiple functions may be combined into one function, or one function may be divided into multiple functions.

[0023] In the following description, a process may be described using a "program" or a "processing unit" as the subject, but a process described using a program as the subject may be a process performed by a processor or a device having the processor. Two or more programs may be realized as one program, and one program may be realized as two or more programs.

[0024] In the following description, information that provides an output for an input may be described using expressions such as "xxx table" or "xxx memory unit", but the information may be a table of any structure, or may be a neural network that generates an output for an input, or a learning model such as a genetic algorithm or random forest. In the following description, the configuration of each table is an example, and one table may be divided into two or more tables, or all or part of two or more tables may be one table.

[0025] Furthermore, in the following description, a "failure response system" may be a system composed of one or more physical computers, or may be a system (e.g., a cloud computing system) realized on a group of physical computing resources (e.g., a cloud infrastructure). When the failure response system "displays" the display information, it may mean displaying the display information on a display device possessed by the computer, or the computer may transmit the display information to a display computer (in the latter case, the display information is displayed by the display computer).

[0026] Resolving computer system problems is a difficult area for maintenance personnel to train. Repetitive training is the standard training method. However, in the actual operation of a computer system, the same system failures that have been repetitively trained will not necessarily occur, and unknown failures may also occur. Also, while for normal work, personnel can make plans and systematically improve their skills, it is unclear when a system failure will occur, making it difficult to give personnel systematic experience in dealing with failures.

[0027] Furthermore, since system failures are often the top priority in many systems, only experienced maintenance personnel are assigned to resolve the failures, which prioritizes resolution. In this situation, it is not easy for inexperienced maintenance personnel to gain systematic experience in troubleshooting and improve their skills.

[0028] The inventors thought that by making it possible to determine in advance for each system whether to prioritize resolution or training for such problems, and then quantitatively evaluating the skills and experience of maintenance personnel when a failure occurs and automatically selecting a maintenance personnel with the skills appropriate to the system's training priority, it would be possible to select maintenance personnel that takes into account the technical training of the maintenance personnel from the perspective of providing long-term service.

[0029] In addition, while most systems usually prioritize troubleshooting, when managing multiple systems, the decision of whether to prioritize troubleshooting or education can be made based on the troubleshooting budget. In other words, when the troubleshooting budget is large, education can be prioritized even if it is inefficient for solving problems, and when the budget is small, troubleshooting can be prioritized. It is possible to decide the policy according to the system.

[0030] According to the fault response system of the present invention, maintenance personnel can be selected with consideration given to the technical training of maintenance personnel from the viewpoint of long-term service provision. Moreover, by implementing online fault response, it is possible to prompt the participation of many maintenance personnel immediately even in social circumstances such as restrictions on going out, and it is possible to prevent bias in the skills of maintenance personnel.

[0031] 1 is a diagram showing an example of the configuration of a failure response system according to an embodiment of the present invention. The failure response system 1 includes a monitored system group 99 including one or more monitored systems such as network devices and server devices to be monitored for failures, a failure response server 100 that communicates monitoring information with the monitored system group 99 via a network 10, a chat server 200 that provides a chat service and is communicable with the failure response server 100 via a network 20, and an information processing device such as a personal computer or smartphone that serves as an interface for accessing an online chat room for the chat server 200 via a network 30 such as the Internet and responding to failures on the chat.

[0032] The online chat service provided by the chat server 200 is a character-based chat, but is not limited to this and may be, for example, a voice chat using audio, a video chat using video, or a chat that combines these. Also, it is not limited to real-time chat and may be information exchange through a BBS (Bulletin Board System) or comments on blog articles.

[0033] Networks 10, 20 and network 30 between information processing devices used by maintenance personnel and chat server 200 are wireless communication networks that utilize a specific frequency band (3.5 GHz (gigahertz) band, 4.5 GHz band, 28 GHz band, etc.) called, for example, LTE (Long Term Evolution) or 5G (five-general), and communicatively connect the monitored systems 99 and the fault response server 100, the fault response server 100 and chat server 200, and the information processing devices used by maintenance personnel and chat server 200.

[0034] In addition, the group of monitored systems 99, the fault response server 100, the chat server 200, and the information processing devices used by maintenance personnel may be communicatively connected via a wired network (such as a LAN (Local Area Network)) taking into consideration overall communication quality, security, maintenance costs, etc.

[0035] When a failure occurs in each of the monitored systems belonging to the monitored system group 99, the monitored systems use predetermined monitoring software to notify the failure response server 100 of an alert together with log information such as text files and messages relating to the failure.

[0036] When the failure response server 100 receives an alert from the monitored system group 99, it detects it as a failure, opens an online chat room in the chat server 200, and invites a maintenance technician. The failure response server 100 also isolates the failure, and selects the maintenance technician to invite based on the schedule and evaluation of the maintenance technician, and the priority of training for the system in which the failure occurred.

[0037] The chat server 200 opens an online chat room in response to a request from the failure support server 100 to open a chat room, and provides a so-called chat environment via the network 30, including management of maintenance personnel participation, recording of comments, notifications, etc.

[0038] The fault support server 100 includes a storage unit 110, a processing unit 120, and a communication unit 130. The storage unit 110 includes a system information storage unit 111, a past case storage unit 112, a maintenance staff information storage unit 113, and a schedule storage unit 114.

[0039] 2 is a diagram showing an example of the structure of data stored in the system information storage unit 111. Information on systems belonging to a monitored system group 99 is stored in the system information storage unit 111. The system information storage unit 111 includes a monitored system identifier 111a, a monitored element 111b, a candidate maintenance worker 111c, and a training priority level 111d.

[0040] The monitored system identifier 111a is information for identifying a monitored system belonging to the monitored system group 99. The monitored element 111b is information for identifying an element constituting the monitored system identified by the monitored system identifier 111a. The candidate maintenance personnel 111c is information for identifying a candidate maintenance personnel for the monitored element 111b of the monitored system identified by the monitored system identifier 111a. The training priority 111d is a value indicating the degree of priority set for each monitored element 111b of the monitored system identified by the monitored system identifier 111a. In this embodiment, the training priority 111d is indicated by five levels from 1 to 5, with 1 indicating the highest priority for resolution, 5 indicating the highest priority for training, and 2 to 4 indicating intermediate levels between them.

[0041] 3 is a diagram showing an example of the structure of data stored in the past case storage unit 112. Past cases of failures are stored in the past case storage unit 112. The past case storage unit 112 includes a failure log 112a, a failed system 112b, a component 112c, and a corresponding maintenance worker 112d.

[0042] The fault log 112a is log information indicating the contents of the fault. The log information is, for example, text information such as a fault message, or information such as a memory dump or an error heap. The faulty system 112b is information identifying the monitored system in which the fault occurred. The component 112c is information identifying the component of the monitored system in which the fault occurred. The corresponding maintenance staff 112d is information identifying the maintenance staff who responded to the fault.

[0043] 4 is a diagram showing an example of the structure of data stored in the maintenance personnel information storage unit 113. Information on maintenance personnel is stored in the maintenance personnel information storage unit 113. The maintenance personnel information storage unit 113 includes a maintenance personnel 113a, a skill level 113b, a number of past cases 113c, and an average response time 113d.

[0044] The maintenance staff 113a is information for identifying the maintenance staff. The skill level 113b is information for identifying the skill level that the maintenance staff can demonstrate, and in this embodiment, is indicated on a five-level scale from 1 to 5, with 5 indicating high skill, 1 indicating low skill, and 2 to 4 indicating intermediate levels. The number of past cases 113c is the number of cases in which the maintenance staff identified by the maintenance staff 113a actually responded to a failure. The average response time 113d is information for identifying the average time (response time) taken for each maintenance staff member to respond to a chat invitation (join a chat) when a failure occurs.

[0045] 5 is a diagram showing an example of the structure of data stored in the schedule storage unit 114. The available time of a maintenance person, that is, schedule information, is stored in the schedule storage unit 114. The schedule storage unit 114 includes a maintenance person 114a and an available time 114b.

[0046] The maintenance staff 114a is information for identifying the maintenance staff. The response time 114b is information for specifying the time period on the day when the maintenance staff is available to respond to the failure.

[0047] Returning to the explanation of Fig. 1, the processing unit 120 includes a failure detection unit 121, a maintenance personnel selection unit 122, a chat setting unit 123, a system information registration unit 124, a maintenance personnel information registration unit 125, and a maintenance personnel schedule registration unit 126.

[0048] The failure detection unit 121 detects failure information reported from the monitored systems 99, identifies what type of failure has occurred in which monitored system, and automatically collects necessary log information and the like.

[0049] The maintenance personnel selection unit 122 selects a maintenance personnel to deal with the failure. Specifically, when the failure detection unit 121 detects a failure in the monitored system, the maintenance personnel selection unit 122 selects a maintenance personnel to solve the failure according to the content of the failure and the training priority information of the monitored system. At that time, the maintenance personnel selection unit 122 forms a layer to which a plurality of maintenance personnel belong according to a predetermined evaluation point for evaluating the maintenance personnel, and specifies the layer of the maintenance personnel to be selected according to the content of the failure and the training priority information. In addition, when the maintenance personnel selection unit 122 invites a maintenance personnel belonging to the specified layer to an online chat room, it varies the evaluation point according to the elapsed time until the response to the invitation (response time). Note that the maintenance personnel selection unit 122 calculates the evaluation point based on an evaluation axis including at least one of the level of skill, the number of failures handled, and whether or not the maintenance personnel has experience handling the same failure.

[0050] The chat setting unit 123 opens an online chat room that the maintenance personnel will use to solve the failure. Specifically, the chat setting unit 123 requests the chat server 200 to open an online chat room. At that time, the chat setting unit 123 sets the collected log messages and the like as references so that they can be referenced from the online chat room. In addition, the chat setting unit 123 invites the maintenance personnel selected by the maintenance personnel selection unit 122 to chat.

[0051] The system information registration unit 124 refers to, creates, deletes, and modifies information stored in the system information storage unit 111 .

[0052] The maintenance staff information registration unit 125 refers to, creates, deletes, and modifies the information stored in the maintenance staff information storage unit 113 .

[0053] The maintenance staff schedule registration unit 126 refers to, creates, deletes, and modifies the information stored in the schedule storage unit 114 .

[0054] The communication unit 130 performs communication between the monitored systems 99 and the chat server 200 via the networks 10 and 20, respectively.

[0055] Chat server 200 includes chat room providing unit 210. When requested to open an online chat room, chat room providing unit 210 generates an online chat room in which invited maintenance personnel can participate via network 30, and manages the generated online chat room. Note that chat server 200 may use a service provided by an external institution as long as it can use a chat room that conforms to a security policy.

[0056] 6 is a diagram showing an example of the hardware configuration of a failure response server. The failure response server 100 is an information processing device such as a personal computer or a server device, and transmits and receives information to and from other devices via the networks 10 and 20. Note that the failure response server 100 is not limited to a personal computer, and may be other devices such as a smartphone or a tablet device.

[0057] The fault response server 100 includes a processor 101 such as a CPU (Central Processing Unit), a memory 102 such as a RAM (Random Access Memory), a storage 103 such as a hard disk or SSD (Solid State Drive), a communication device 107 such as a SIM card for LTE communication or a NIC (Network Interface Card), and a bus connecting these.

[0058] The communication device 107 is a wireless communication device that performs wireless communication via an antenna. The communication device 107 performs wireless communication with other devices connected to the network 10 and the network 20. In this embodiment, or as described above, the communication device 107 may be a wired communication device that performs wired communication with other devices via a network cable.

[0059] The above-mentioned fault detection unit 121, maintenance personnel selection unit 122, chat setting unit 123, system information registration unit 124, maintenance personnel information registration unit 125, and maintenance personnel schedule registration unit 126 are realized by a program that causes the processor 101 to perform processing. This program is stored in the memory 102, and is executed by the processor 101 when it is executed.

[0060] Furthermore, the system information storage unit 111 , the past case storage unit 112 , the maintenance staff information storage unit 113 , and the schedule storage unit 114 stored in the storage unit 110 are realized by the memory 102 and the storage 103 .

[0061] Moreover, the communication unit 130 is realized by the communication device 107. The input / output unit and display unit (not shown) of the failure support server 100 may be either an I / O interface device or a communication interface device as described above.

[0062] The above is an example of the hardware configuration of the failure support server 100 in this embodiment. However, the configuration is not limited to this, and other hardware may be used. The failure support server 100 has well-known elements such as an OS, middleware, and applications, which are not shown in the figure.

[0063] Chat server 200 also basically has the same hardware configuration as failure support server 100. Chat room providing unit 210 is realized by a program that causes a processor of chat server 200 to perform processing. This program is stored in the memory of chat server 200, and is executed by the processor when it is executed.

[0064] [Explanation of Operation] Next, the operation of the failure support server 100 in this embodiment will be explained.

[0065] 7 is a diagram showing an example of a flow of the initial processing. The initial processing is started when the failure response server 100 receives a notification of a failure from any one of the monitored systems in the monitored system group 99.

[0066] First, the failure detection unit 121 collects failure information (step S001). Specifically, the failure detection unit 121 identifies the monitored system that is the source of the failure from the received failure notification information, and acquires related log files and the like.

[0067] Then, chat setting unit 123 requests chat server 200 to open a chat room (step S002). At that time, chat setting unit 123 sets the collected log files, notification information messages, and the like as references so that they can be referenced from the online chat room.

[0068] The maintenance personnel selection unit 122 executes a maintenance personnel candidate extraction process (step S003), which will be described later. Specifically, the maintenance personnel selection unit 122 refers to the response time 114b in the schedule storage unit 114 to identify maintenance personnel who can respond to the failure during the relevant time period, calculates the maintenance personnel evaluation points of the maintenance personnel who match the monitored system and monitored element and are the response candidates, and extracts them according to the training priority.

[0069] Then, the chat setting unit 123 invites the extracted maintenance personnel to a chat (step S004). Specifically, the chat setting unit 123 invites the maintenance personnel extracted in step S003 to a chat. When inviting, the chat setting unit 123 invites the extracted maintenance personnel in descending order of the maintenance personnel with the highest maintenance personnel evaluation score, and if there is no response and the time runs out, the chat setting unit 123 invites the person with the next highest maintenance personnel evaluation score. The chat setting unit 123 repeats the invitation until a predetermined number of people (for example, two people) is reached.

[0070] Then, the maintenance personnel selection unit 122 records the invitation response time (step S005). Specifically, the maintenance personnel selection unit 122 measures and records the response time (invitation response time) from the invitation to the participation of the invited maintenance personnel in the chat room. More specifically, the maintenance personnel selection unit 122 calculates the difference between the measured invitation response time and the average response time 113d, and adds the result of dividing the difference by the number of past responses 113c plus "1" to the average response time 113d to obtain a new average response time. Then, the maintenance personnel selection unit 122 stores the new average response time in the average response time 113d of the maintenance personnel information storage unit 113.

[0071] In addition, for maintenance personnel who have not responded to the invitation and the time has expired, the maintenance personnel selection unit 122 may, as a penalty, treat the invitation response time as being longer than the upper limit of the invitation response time (for example, twice the upper limit of the invitation response time) (for example, if the upper limit of the invitation response time is 30 minutes, it may be treated as being twice that, or 60 minutes), and calculate a new average response time.

[0072] Then, the fault detection unit 121 stores the fault information and the maintenance staff who were invited to the chat and participated in the chat in the past case storage unit 112 as a past case (step S006).

[0073] The above is the flow of the initial response process. According to the initial response process, when a fault is detected, fault information is collected, an online chat room is opened, and maintenance personnel who can respond can be invited to the chat.

[0074] 8 is a diagram showing an example of a flow of the maintenance staff candidate extraction process. The maintenance staff candidate extraction process starts in step S003 of the initial process.

[0075] First, the maintenance personnel selection unit 122 extracts a target maintenance personnel according to the range and time of the failure (step S101). Specifically, the maintenance personnel selection unit 122 refers to the response time 114b in the schedule storage unit 114 to identify a maintenance personnel who can respond to the failure during the relevant time period, and extracts, as the target maintenance personnel, a maintenance personnel whose monitored system and monitored element in which the failure has occurred match the monitored system identifier 111a and monitored element 111b in the system information storage unit 111 and who is included in the candidate responding maintenance personnel 111c.

[0076] Then, the maintenance personnel selection unit 122 performs the processes of steps S103 to S107 for each of the extracted target maintenance personnel (steps S102 and S108).

[0077] The maintenance personnel selection unit 122 calculates the technical level score of the maintenance personnel (step S103). Specifically, the maintenance personnel selection unit 122 acquires the technical level of the maintenance personnel from the technical level 113b of the maintenance personnel information storage unit 113, and multiplies it by a predetermined technical level coefficient (for example, "6.6") to obtain a technical level score A. That is, the maintenance personnel selection unit 122 calculates the technical level score A as technical level x technical level coefficient.

[0078] The maintenance personnel selection unit 122 calculates the number of cases handled by the maintenance personnel (step S104). Specifically, the maintenance personnel selection unit 122 acquires the number of cases handled by the maintenance personnel from the number of past cases handled 113c in the maintenance personnel information storage unit 113, and multiplies it by a predetermined number of cases coefficient (for example, "3.3") to obtain the number of cases handled score B. That is, the maintenance personnel selection unit 122 calculates the number of cases handled score B as number of cases handled × number of cases coefficient.

[0079] The maintenance personnel selection unit 122 calculates the past case score of the maintenance personnel (step S105). Specifically, the maintenance personnel selection unit 122 searches the past case storage unit 112 for whether or not the maintenance personnel responded to a similar past case (yes: 1, no: 0) (searching for a combination of the message in the fault log and the corresponding maintenance personnel), and if there is response, multiplies it by a predetermined past case coefficient (for example, "33.3") to obtain the past case score C. In other words, the maintenance personnel selection unit 122 calculates the past case score C = response (1 or 0) × past case coefficient.

[0080] The maintenance personnel selection unit 122 calculates the response score of the maintenance personnel (step S106). Specifically, the maintenance personnel selection unit 122 acquires the average response time of the maintenance personnel from the average response time 113d of the maintenance personnel information storage unit 113, and multiplies the difference from the upper limit invitation response time by a predetermined response time coefficient (for example, "0.5") to obtain the response score D. That is, the maintenance personnel selection unit 122 calculates the response score D as follows: response score D = (upper limit invitation response time - average response time) x response time coefficient.

[0081] Then, the maintenance personnel selection unit 122 calculates a maintenance personnel evaluation score (step S107). Specifically, the maintenance personnel selection unit 122 performs predetermined weighting on the skill level score A, the number of cases score B, the past case score C, and the response score D obtained in steps S103 to S106, and adds them together to calculate the maintenance personnel evaluation score. That is, the maintenance personnel selection unit 122 calculates the maintenance personnel evaluation score as follows: maintenance personnel evaluation score=αA+βB+γC+δD (α, β, γ, and δ are each arbitrary predetermined weighting coefficients).

[0082] Then, the maintenance personnel selection unit 122 evaluates the maintenance personnel evaluation score by the percentile method, and selects candidates from a layer of target maintenance personnel candidates according to the training priority of the failure (step S109). Specifically, in a model 400 in which maintenance personnel are arranged in order according to the magnitude of the maintenance personnel evaluation score as shown in Fig. 9, the maintenance personnel selection unit 122 identifies a layer of maintenance personnel according to the training priority of the monitored system in which the failure has occurred, and selects maintenance personnel included in that layer as candidates.

[0083] For example, in a monitored system where the training priority is "1", i.e., resolution is given top priority, the maintenance personnel selection unit 122 selects a maintenance personnel from the 80th to 100th percentile, that is, if there are 100 candidate maintenance personnel, the maintenance personnel selection unit 122 selects a maintenance personnel from the top 20, which is the top 20 percent of the maintenance personnel ranked in order of maintenance evaluation score.

[0084] Furthermore, for example, in a monitored system where the training priority is "3", that is, where a balance between solution and training is prioritized, the maintenance personnel selection unit 122 selects a maintenance personnel from the 40th to 60th percentile, that is, from the top 20 maintenance personnel, from the top 41st to 60th percentile, which is the middle 20 percent of the maintenance personnel ranked in order of maintenance evaluation score, assuming there are 100 candidate maintenance personnel.

[0085] The above is the flow of the maintenance worker candidate extraction process. According to the maintenance worker candidate extraction process, even maintenance workers who are not highly evaluated in terms of ability according to the training priority can be appointed as the person in charge, and they can have the opportunity to respond to problems, which can lead to training in practical problem-solving skills. This also prevents the problem-solving ability from being concentrated in only a few high-ranking personnel, making it possible to develop a deep problem-solving team. Furthermore, by responding to problems online, it is possible to encourage the participation of many maintenance workers. Furthermore, it is possible to assign personnel who are reliably available to respond according to the schedules of maintenance workers.

[0086] Although the fault response system 1 according to the embodiment has been specifically described above, the present invention is not limited to this embodiment, and various modifications are possible without departing from the gist of the present invention. In the first place, even in a monitored system with training priority, it is not the case that faults do not have to be resolved. Therefore, for example, in a monitored system with high training priority, the maintenance personnel selection unit 122 may invite a maintenance personnel who belongs to a higher evaluation point layer than the selected maintenance personnel to participate as a mentor (advisor) in order to give advice to the selected maintenance personnel.

[0087] 10 is a diagram showing an example of a chat room screen. The chat room screen 500 is generated by the chat room providing unit 210 and is displayed on the information processing device of a maintenance worker participating in the chat. The chat room screen 500 includes a thread area 510 that displays comments in the online chat room, and a member list area 520 that shows the participating members. In the case of a monitored system with a high training priority, the member list area 520 displays a description of "mentor" for the maintenance worker participating as a mentor, and a description of "mentor" for the maintenance worker participating as a mentor.

[0088] In this way, in a monitored system where education is a priority, maintenance personnel who participate in the chat are paired with an advisor, making it easy to study and transfer technology while resolving problems. For example, the mentor can immediately provide advice and guidance or admonish clearly erroneous behavior when the mentor describes countermeasures or situation analysis in the chat.

[0089] In the above-described embodiment, the configuration is described in detail in order to explain the present invention in an easily understandable manner, and the present invention is not necessarily limited to having all of the configurations described.

[0090] In addition, the above-mentioned configurations, functions, processing units, etc. may be realized in part or in whole by hardware, for example, by designing them as integrated circuits. In addition, the control lines and information lines shown are those considered necessary for the explanation, and not all control lines and information lines shown are necessarily shown in the product. In reality, it may be considered that almost all of the configurations are connected to each other.

[0091] Furthermore, the above-mentioned configurations, functions, processing units, etc. may be realized as a distributed system by, for example, executing some or all of them in separate devices and integrating and processing them via a network.

[0092] Furthermore, the technical elements of the above-described embodiments may be applied independently, or may be divided into a plurality of parts, such as program parts and hardware parts, and then applied.

[0093] The present invention has been described above mainly with reference to the embodiment. [Explanation of symbols]

[0094] 1: fault response system, 10, 20, 30: network, 99: group of monitored systems, 100: fault response server, 110: memory unit, 111: system information memory unit, 112: past case memory unit, 113: maintenance staff information memory unit, 114: schedule memory unit, 120: processing unit, 121: fault detection unit, 122: maintenance staff selection unit, 123: chat setting unit, 124: system information registration unit, 125: maintenance staff information registration unit, 126: maintenance staff schedule registration unit, 130: communication unit, 200: chat server, 210: chat room providing unit.

Claims

1. a system information storage unit that stores, for each of the monitoring objects, training priority information indicating a degree of priority for training of maintenance personnel who maintain the monitoring objects; a failure detection unit that, when a failure in the monitoring target is detected, detects information about the failure, identifies which monitoring target has experienced the failure, and collects necessary log information, etc.; a maintenance worker selection unit that, when the failure detection unit detects the failure, forms a class to which a plurality of maintenance workers belong according to a predetermined evaluation point for evaluating the maintenance workers, identifies a class of maintenance workers to be selected according to the content of the failure and the training priority information, and selects a maintenance worker to solve the failure; a chat setting unit that opens an online chat room to be used by the maintenance personnel to solve the failure and invites the selected maintenance personnel to the opened online chat room; A fault response server comprising:

2. 2. The fault response server according to claim 1, When the maintenance worker selection unit invites the maintenance worker belonging to the identified group to the online chat room, the maintenance worker selection unit varies the evaluation points depending on the elapsed time until a response to the invitation. A fault-tolerant server characterized by:

3. 3. The fault response server according to claim 1, The maintenance technician selection unit calculates the evaluation score based on an evaluation axis including at least one of a level of skill, a number of failures handled, and whether or not the maintenance technician has experience handling the same failure. A fault-tolerant server characterized by:

4. 2. The fault response server according to claim 1, The maintenance personnel selection unit also selects a maintenance personnel belonging to a layer with a higher evaluation point than the identified layer for the monitoring target having a degree of priority for the education equal to or higher than a predetermined level in order to give advice to the maintenance personnel belonging to the identified layer. A fault-tolerant server characterized by:

5. a system information storage unit that stores, for each of the monitoring objects, training priority information indicating a degree of priority for training of maintenance personnel who maintain the monitoring objects; a failure detection unit that, when a failure in the monitoring target is detected, detects information about the failure, identifies which monitoring target has experienced the failure, and collects necessary log information, etc.; a maintenance worker selection unit that, when the failure detection unit detects the failure, forms a layer to which a plurality of maintenance workers belong according to a predetermined evaluation score for evaluating the maintenance workers, identifies a layer of maintenance workers to be selected according to the content of the failure and the training priority information, and selects a maintenance worker to solve the failure from the maintenance workers included in the layer of maintenance workers; a chat setting unit that opens an online chat room to be used by the maintenance personnel to solve the failure and invites the selected maintenance personnel to the opened online chat room; A failure response system comprising:

6. A program that causes a computer to function as a fault response server, A storage unit of the computer, storing training priority information indicating a degree of priority for training of maintenance personnel who maintain a predetermined monitoring object for each of the monitoring objects; a processor of the computer, a fault detection step of detecting, when a fault is detected in the monitored object, information on the fault, identifying which monitored object has experienced the fault, and collecting necessary log information, etc.; a maintenance worker selection step of forming a layer to which a plurality of maintenance workers belong according to a predetermined evaluation score for evaluating maintenance workers when the failure is detected in the failure detection step, identifying a layer of maintenance workers to be selected according to the content of the failure and the training priority information, and selecting a maintenance worker for solving the failure from the maintenance workers included in the layer of maintenance workers; a chat setting step of opening an online chat room to be used by the maintenance personnel to solve the fault and inviting the selected maintenance personnel to the opened online chat room; A program for causing the user to carry out the above steps.

7. A troubleshooting method using a computer as a troubleshooting server, comprising the steps of: The storage unit of the computer stores, for each of the monitoring objects, training priority information indicating a degree of priority for training of maintenance personnel who maintain the monitoring objects; The processor of the computer a fault detection step of detecting, when a fault is detected in the monitored object, information on the fault, identifying which monitored object has experienced the fault, and collecting necessary log information, etc.; a maintenance worker selection step of forming a layer to which a plurality of maintenance workers belong according to a predetermined evaluation score for evaluating maintenance workers when the failure is detected in the failure detection step, identifying a layer of maintenance workers to be selected according to the content of the failure and the training priority information, and selecting a maintenance worker for solving the failure from the maintenance workers included in the layer of maintenance workers; a chat setting step of opening an online chat room to be used by the maintenance personnel to solve the fault and inviting the selected maintenance personnel to the opened online chat room; A fault handling method comprising the steps of:

Images