Task management device, program, task management method, and task management system

Abstract

An object of the present invention is to provide a technique for reliably sending e-mail to a target recipient when executing a task involving sending e-mail. [Solution] A task management device comprising: a trigger information acquisition unit that acquires trigger information indicating a client's request; a task determination unit that determines a task related to a business to be provided to the client based on the trigger information; a task step extraction unit that extracts one or more task steps from the task determined by the task determination unit; and an email control unit that controls the execution of an email creation task step, which is a task step that accepts the creation of a message to the client by a person in charge, wherein the email control unit determines a destination based on the task, sends the message to the destination, and when executing the email creation task step, suppresses the person in charge from changing the destination.

Description

[Technical field]

[0001] The present invention relates to a task management device, a program, a task management method, and a task management system. [Background technology]

[0002] With the development of information processing technology, there is a demand for technology that can appropriately manage tasks according to client requests. There is a technology that uses email to transmit information about tasks.

[0003] In the task management system disclosed in Patent Document 1, when a user instructs an email client running on a PC to create a task based on an email, the email client instructs a workflow engine to create the task. When the email client notifies the workflow engine of an email reception notification accompanied by header information, the workflow engine performs a task search to identify the target task and registers the message ID of the email as an attachment to the task information. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2010-049427 A Summary of the Invention [Problem to be solved by the invention]

[0005] When executing a task involving sending an e-mail, there is a demand for a technique for reliably sending the e-mail to a target recipient. The technique disclosed in Patent Document 1 does not assume that an e-mail will be reliably sent to a recipient when executing a task.

[0006] The present invention has been made in consideration of the above points, and aims to provide a technology for reliably sending e-mail to a target recipient when performing a task that involves sending e-mail. [Means for solving the problem]

[0007] The present application includes a number of means for solving the above problems, examples of which are as follows.

[0008] In order to solve the above problems, a task management device according to one embodiment of the present invention comprises a trigger information acquisition unit that acquires trigger information indicating a client's request, a task determination unit that determines a task related to a business to be provided to the client based on the trigger information, a task step extraction unit that extracts one or more task steps from the task determined by the task determination unit, and an email control unit that controls the execution of an email creation task step, which is the task step that accepts the creation of a message to the client by a person in charge, and is characterized in that the email control unit determines a destination based on the task, sends the message to the destination, and suppresses the destination change by the person in charge when executing the email creation task step.

[0009] The task management device may be characterized in that it includes a task management unit that detects the completion of each task step and manages the progress of the task, and the email control unit accepts the creation of the message when the task management unit determines that a start condition for the email creation task step is satisfied.

[0010] The task management unit may be characterized in that, when it detects the end of another task step that is defined as a start condition for the email creation task step, it notifies a person in charge of the email creation task step.

[0011] The task management device may be characterized by having a person in charge determination unit that refers to member information that associates candidate persons with the skills they possess, and determines a person in charge for each task step based on the skills required by the task step.

[0012] The task management device may include a person in charge determination unit that refers to member information that associates candidate persons with the skills they possess, and determines a person in charge for each task step based on the skills required by the task step, and a task step execution unit that executes specified task steps that do not require operation by a person in charge, and the person in charge determination unit may be characterized in that it inhibits the determination of a person in charge for the specified task step.

[0013] The mail control unit may be characterized in that, when it receives a specification of data to be attached to the message, it determines whether or not a name of the data includes a character string indicating the client.

[0014] The mail control unit may be characterized in that, when it is determined that creation of the message is completed, it determines whether or not a character string indicating the client is included in a title of the message.

[0015] A program according to another aspect of the present invention is a program that causes a processing unit of a computer to execute a task management method, and executes a trigger information acquisition procedure that acquires trigger information indicating a client's request, a task determination procedure that determines a task related to a business to be provided to the client based on the trigger information, a task step extraction procedure that extracts one or more task steps from the task determined in the task determination procedure, and an email control procedure that controls execution of an email creation task step, which is a task step that accepts the creation of a message to the client by a person in charge, and is characterized in that the email control procedure determines a destination based on the task, sends the message to the destination, and when executing the email creation task step, suppresses changes to the destination by the person in charge.

[0016] A task management method according to another aspect of the present invention is a task management method using a task management device, comprising: a trigger information acquisition step for acquiring trigger information indicating a client's request; a task determination step for determining tasks that constitute a business to be provided to the client based on the trigger information; a task step extraction step for extracting one or more task steps from the tasks determined in the task determination step; and an email control step for controlling the execution of an email creation task step, which is a task step that accepts the creation of a message to the client by a person in charge, wherein the email control step determines a destination based on the task, sends the message to the destination, and when executing the email creation task step, suppresses the person in charge from changing the destination.

[0017] Another aspect of the present invention provides a task management system comprising a person in charge's terminal device and a task management device, wherein the person in charge's terminal device comprises a message creation unit that accepts input operations related to messages to clients, and the task management device comprises a trigger information acquisition unit that acquires trigger information indicating a request from the client, a task determination unit that determines a task related to a business to be provided to the client based on the trigger information, a task step extraction unit that extracts one or more task steps from the task determined by the task determination unit, and a mail control unit that controls the execution of an email creation task step, which is the task step that accepts the creation of a message to the client based on input operations to the person in charge's terminal device, and wherein the mail control unit determines a destination based on the task, sends the message to the destination, and suppresses changes to the destination by the person in charge when executing the email creation task step. Effect of the Invention

[0018] According to the present invention, it is possible to provide a technique for reliably sending an e-mail to a target recipient when executing a task involving sending an e-mail.

[0019] Problems, configurations, and effects other than those described above will become apparent from the following description of the embodiments. [Brief description of the drawings]

[0020] [Figure 1] FIG. 1 is a diagram illustrating an example of an overview of a task management system. [Diagram 2] FIG. 2 is a diagram illustrating an example of functional blocks of a task management system. [Diagram 3] 3A is a diagram showing an example of the data structure of task information, member information, and task step information, in which Fig. 3(A) is a diagram showing an example of the data structure of task information, Fig. 3(B) is a diagram showing an example of the data structure of member information, and Fig. 3(C) is a diagram showing an example of the data structure of task step information. [Figure 4] FIG. 2 illustrates an example of a hardware configuration of a task management device. [Diagram 5] 13 is a flowchart illustrating an example of a task execution process. [Figure 6] 13 is a flowchart showing an example of a mail creation task step. [Figure 7] 7A and 7B are diagrams illustrating an example of a step definition information display screen and a client definition information display screen, respectively: Fig. 7(A) shows an example of the step definition information display screen, and Fig. 7(B) shows an example of the client definition information display screen. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0021] An example of an embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a diagram showing an example of an overview of a task management system 1. In the task management system 1, a series of operations generated from a client request is treated as a "task." A task management device 10 monitors the progress of a task in order to manage the task from start to finish. Each person in charge of the task management system 1 uses a dedicated application installed in a person in charge terminal device 40 (described later) to check the assigned work and report completion.

[0022] The task management system 1 includes a client terminal device owned by a client, a task management device 10, and a person in charge terminal device 40 (described later). The client terminal devices include a client terminal device 20 and a client system management device 30.

[0023] First, trigger information indicating some kind of request is transmitted from the client-side terminal device to the task management device 10. The task management device 10 acquires the trigger information by one of a plurality of different acquisition methods. As an example, a client person in charge operates the client terminal device 20 and inputs information indicating a request to a portal site on a browser. The input information is treated as trigger information, and the task management device 10 acquires the trigger information from the client terminal device 20. Trigger information based on an input to the portal site will be described as a portal trigger. The task management device 10 treats a selection from an option displayed on the portal site and an input character string as trigger information.

[0024] As another example, the task management device 10 acquires trigger information when a client person in charge calls a telephone number managed by the task management system 1. Trigger information input directly or indirectly by telephone will be described as a telephone response trigger. The task management device 10 acquires information input in response to an automated voice message using a telephone input reception system (not shown) and handles it as trigger information. The task management device 10 may also handle information input by a system person in charge who understands the contents of the call as trigger information.

[0025] As another example, the task management device 10 acquires trigger information by receiving an email from the client system management device 30 owned by the client, or an email from the client terminal device 20. Trigger information based on an input via an email system will be described as an email trigger. For example, the task management device 10 handles a character string entered in an email as trigger information.

[0026] As another example, the client system management device 30 calls the task management device 10 via an API (Application Programming Interface), and the task management device 10 acquires trigger information. Trigger information acquired via the API will be described as an API trigger. The task management device 10 handles information received from a client-side terminal device via the API as trigger information.

[0027] As another example, the task management device 10 schedules a predetermined process to be performed at a predetermined timing in response to an input operation by a system administrator. Trigger information including the timing to start the process and the process content will be described as a schedule trigger. Each piece of trigger information can be identified by a trigger ID.

[0028] When the task management device 10 acquires trigger information by any of the acquisition methods, it determines a task related to the business to be provided to the client. The task management device 10 divides the determined task and extracts one or more task steps. The task management device 10 determines a person in charge of executing the task step, and executes processing related to the task. The task management device 10 manages the execution processing of each task step, and provides the business related to the task to the client.

[0029] The task management device 10 manages the progress of each task step, and when a start condition of a certain task step is satisfied, sends a notification to the person in charge of the task step. Note that at least the task manager can check the person in charge of each task step and the progress using the display screen of the dedicated application described above. Each person in charge who is assigned a task step may be able to check the progress of other task steps extracted from the same task.

[0030] In the example shown in FIG. 1, the task management device 10 determines a "trouble reception task" as a task related to a business to be provided to a client, based on trigger information acquired by any of the acquisition methods. The task management device 10 extracts the task steps of "task 1: work", "task 1: confirmation", "email creation: work", "email creation: confirmation", and "email transmission" from the "trouble reception task". The task management device 10 determines the person in charge of "task 1: work" to be "Mr. A" and the person in charge of "task 1: confirmation" to be "Mr. B" using the skills required for each task step and the skills possessed by the candidate person in charge. The task management device 10 also determines the person in charge of "email creation: work" to be "Mr. C" and the person in charge of "email creation: confirmation" to be "Mr. D". The task management device 10 does not determine the person in charge of "email transmission".

[0031] Hereinafter, a task step for creating an e-mail for a client will be described as an e-mail creation task step, and a task step for sending a message created by the e-mail creation task step will be described as an e-mail sending task step. When executing an e-mail creation task step, the task management device 10 suppresses changes to the destination by a person who performs input operations related to e-mail. When executing an e-mail sending task step, the task management device 10 determines a destination based on the task, and sends a message to the destination.

[0032] In this embodiment, each person in charge checks the assigned work using a dedicated application. Similarly, the task manager manages the progress of each task step using a dedicated application. The dedicated application is not limited to the application installed in each person in charge terminal device 40. For example, the task management device 10 may provide a web application having the same functions as the dedicated application, and the person in charge who owns the person in charge terminal device 40 may operate the web application via a browser.

[0033] 2 is a diagram showing an example of functional blocks of the task management system 1. The task management system 1 includes a task management device 10, a client terminal device 20, a client system management device 30, and a person in charge terminal device 40. The task management device 10, the client terminal device 20, the client system management device 30, and the person in charge terminal device 40 are connected to each other via a network N so as to be able to communicate with each other.

[0034] The task management device 10 is an information processing device such as a server computer or a PC (Personal Computer), and is operated by a task management service provider using the task management system 1, for example.

[0035] The task management device 10 includes a processing unit 110, a storage unit 120, an input unit 130, an output unit 140, and a communication unit 150. The processing unit 110 performs overall control of the entire task management device 10. The storage unit 120 stores information required for processing by the processing unit 110. The input unit 130 accepts information input to the task management device 10 using an input device. The output unit 140 outputs information stored in the task management device 10 to an output device. The communication unit 150 mediates the transmission and reception of information to and from the client terminal device 20, the client system management device 30, or the person in charge terminal device 40.

[0036] The processing unit 110 includes a trigger information acquisition unit 111, a task determination unit 112, a task step extraction unit 113, a mail control unit 114, a person in charge determination unit 115, a task management unit 116, and a task step execution unit 117. The trigger information acquisition unit 111 acquires trigger information indicating a request from a client from the client terminal device 20 or the client system management device 30. The trigger information acquisition unit 111 identifies a method for acquiring the trigger information and stores the method in association with the acquired trigger information. The trigger information acquisition unit 111 may acquire the trigger information based on an input operation via the input unit 130 by a person in charge who receives a call from a client, or may acquire trigger information related to a schedule trigger that starts processing at a predetermined timing.

[0037] The task determination unit 112 determines a task related to a business to be provided to a client based on the trigger information. The task determination unit 112 determines a task corresponding to the acquired trigger information as a task related to a business to be provided to a client by referring to information indicating a correspondence relationship between the trigger information and task information 121 stored in an area (not shown) of the storage unit 120. The task step extraction unit 113 extracts one or more task steps from the task determined by the task determination unit 112. For example, the task step extraction unit 113 extracts a task step related to the task determined by the task determination unit 112 by referring to task information 121 described later.

[0038] The mail control unit 114 controls the execution of a mail creation task step, which is a task step that accepts the creation of a message to a client by a person in charge. For example, the mail control unit 114 controls an e-mail creation process using the mail function of a dedicated application installed in the person in charge terminal device 40. The mail control unit 114 accepts the creation of a message by the person in charge terminal device 40 when the task management unit 116 determines that the start condition of the mail creation task step is satisfied. In the mail sending task step, the mail control unit 114 determines a destination based on the task and sends the created message. Note that the mail control unit 114 suppresses the change of the destination by the person in charge terminal device 40 when the mail creation task step is executed.

[0039] When the mail control unit 114 receives a specification of the attached data to be attached to the message, the mail control unit 114 judges whether or not the name of the attached data includes a character string indicating the client. The mail control unit 114 also judges whether or not the title of the message includes a character string indicating the client.

[0040] The person in charge determination unit 115 refers to member information 122, which will be described later, in which the candidate persons are associated with the skills they possess, and determines a person in charge for each task step based on the skills required by the task step. For example, the person in charge determination unit 115 notifies the candidate persons in charge who have the skills required by the task step in the member information 122, and determines a person in charge from among the candidate persons who responded, depending on the timing of the response. Note that the person in charge determination unit 115 determines a person in charge of a first task step, which will be described later, and suppresses the determination of a person in charge of a second task step.

[0041] Task management unit 116 manages the progress of a task by detecting the end of execution of processing for each task step. In the example shown below, the task steps are classified into a first task step, the processing of which is executed by an input operation by the person in charge, and a second task step, the processing of which is executed by task step execution unit 117 described below. The first task step is a task step that requires an input operation by the person in charge at some point in time, and the second task step is a task step that does not require an input operation by the person in charge and is executed automatically. An email creation task step corresponds to the first task step, and an email transmission task step corresponds to the second task step.

[0042] When the progress of the task satisfies the start condition of the first task step, the task management unit 116 notifies the person in charge of the first task step. For example, when the task management unit 116 detects the end of another task step that is defined as the start condition of the email creation task step, the task management unit 116 notifies the person in charge of the email creation task step. When the progress of the task satisfies the start condition of the second task step, the task management unit 116 causes the task step execution unit 117 described below to execute the processing of the second task step.

[0043] The task step execution unit 117 executes a predetermined process in a second task step, which is a specific task step. The task step execution unit 117 receives a signal indicating an execution command specifying a process from the task management unit 116, and executes the process related to the command. Note that the task step execution unit 117 may notify an administrator defined in the task information 121 described later when the process of the second task step is completed.

[0044] The storage unit 120 stores task information 121, member information 122, task step information 123, and client information 124. The task information 121 is information on a task that is activated by a trigger ID that identifies trigger information. The member information 122 is information in which the skills possessed are associated with each candidate for the person in charge. The task step information 123 is information in which information indicating the content of the processing to be performed and the required position, etc. are associated with each task step. The client information 124 is information in which information identifying a client having a client-side terminal device is associated with the destination of an e-mail to that client.

[0045] The client terminal device 20 is a terminal device operated by a client staff member, and is, for example, an information processing device such as a PC, a smartphone, a PDA (Personal Digital Assistant), or a tablet terminal. The client terminal device 20 includes a processing unit 210, a storage unit 220, an input unit 230, an output unit 240, and a communication unit 250. The processing unit 210 performs overall control of the entire client terminal device 20. The storage unit 220 stores information required for processing by the processing unit 210. The input unit 230 accepts information input to the client terminal device 20 using an input device. The output unit 240 outputs information stored in the client terminal device 20 to an output device. The communication unit 250 mediates the transmission and reception of information to and from the task management device 10, the client system management device 30, or the staff member terminal device 40.

[0046] The processing unit 210 includes a trigger information output unit 211 and a mail control unit 212. The trigger information output unit 211 outputs trigger information to the task management device 10 based on an input operation by a client person in charge. The trigger information output unit 211 transmits, for example, information input to a portal site to the task management device 10 as trigger information. The trigger information output unit 211 may output predetermined trigger information when executing a predetermined process that does not require an input operation by a client person in charge. The mail control unit 212 controls the creation, reception, and transmission of e-mail. For example, the mail control unit 212 acquires e-mail transmitted under the control of the mail control unit 114 of the task management device 10.

[0047] The client system management device 30 is a terminal device owned by a client, such as a server computer or an information processing device such as a PC, and manages the business system of the client. The client system management device 30 includes a processing unit 310, a storage unit 320, an input unit 330, an output unit 340, and a communication unit 350. The processing unit 310 comprehensively controls the entire client system management device 30, and also executes predetermined processing related to the business in the client system management device 30.

[0048] The storage unit 320 stores information necessary for processing by the processing unit 310. The input unit 330 accepts information input to the client system management device 30 using an input device. The output unit 340 outputs information stored in the client system management device 30 to an output device. The communication unit 350 mediates the transmission and reception of information to and from the task management device 10, the client terminal device 20, or the person in charge terminal device 40.

[0049] The processing unit 310 includes a trigger information output unit 311. When a command for outputting trigger information is executed in a predetermined process related to a business by the processing unit 310, the trigger information output unit 311 outputs trigger information to the task management device 10. When the execution of the predetermined process is stopped, for example, the trigger information output unit 311 outputs trigger information indicating an error.

[0050] The person in charge terminal device 40 is a terminal device owned by a person in charge of executing a task managed by the task management device 10, and is, for example, an information processing device such as a PC, a smartphone, a PDA (Personal Digital Assistant), or a tablet terminal. The person in charge terminal device 40 includes a processing unit 410, a storage unit 420, an input unit 430, an output unit 440, and a communication unit 450. The processing unit 410 comprehensively controls the entire person in charge terminal device 40, and executes a predetermined process related to a task step based on an input operation by the person in charge. The storage unit 420 stores information required for the processing of the processing unit 410. The input unit 430 accepts information input to the person in charge terminal device 40 using an input device. The output unit 440 outputs information stored in the person in charge terminal device 40 to an output device. The communication unit 450 mediates the transmission and reception of information to and from the task management device 10, the client terminal device 20, or the client system management device 30.

[0051] The processing unit 410 includes a message creation unit 411. The message creation unit 411 creates an e-mail message using a dedicated application based on an input operation by the person in charge. The message creation unit 411 may create an e-mail message using general e-mail creation software installed in the person in charge terminal device 40, or may create an e-mail message using general e-mail creation software on the network N.

[0052] Fig. 3 is a diagram showing an example of the data structure of task information 121, member information 122, and task step information 123. Fig. 3(A) is a diagram showing an example of the data structure of task information 121, Fig. 3(B) is a diagram showing an example of the data structure of member information 122, and Fig. 3(C) is a diagram showing an example of the data structure of task step information 123.

[0053] Task information 121 is information about a task that is started by a trigger, and is information in which information indicating one or more task steps and an administrator are associated with a task ID. The task ID is identification information that identifies a task. The information indicating a task step is information that identifies the processing of each task step obtained by dividing the processing of a task. Note that in task information 121, information indicating one or more task steps is associated with one task ID so that the processing order can be identified. The administrator is identification information that identifies the administrator of the task.

[0054] As shown in FIG. 3(B), member information 122 is information in which position information and information identifying one or more skills are associated with a member ID. The member ID is identification information that identifies a candidate person in charge who can execute the processing in the first task step. Position information is information that identifies the position of the candidate person in charge. Information identifying one or more skills is information that identifies the skills possessed by the candidate person in charge. Skills include, for example, certification qualifications, skills such as compatible programming languages, compatible OSs (Operating Systems), and track records of past work. Note that member information 122 does not need to include position information.

[0055] As shown in FIG. 3(C), task step information 123 is information in which a step type, processing content, job title, operation content, and remarks are associated with a task step ID. The task step ID is identification information that identifies a task step. The step type is information that indicates whether the task step is a first task step or a second task step. The processing content is information that indicates the content of the processing performed in the task step. The job title is information that indicates the job title required of a person in charge when the task step is a first task step. For example, the job title indicates whether the task step is performed by a person in charge, a reviewer, or an approver.

[0056] The operation content is information indicating the content of the operation to be performed by the person in charge or the reviewer when the task step is the first task step. The remarks is information indicating special notes regarding the task step. For example, when the task step is an "email sending task step," the remarks includes information that can identify the email destination.

[0057] 4 is a diagram showing an example of a hardware configuration of task management device 10. Task management device 10 includes a calculation device 11, a memory 12, an external storage device 13, an input IF (Interface) 14, an output IF 15, and a communication IF 16, and each component is connected by a bus.

[0058] The arithmetic device 11 is a arithmetic device such as a CPU (Central Processing Unit), and executes processing according to a program recorded in the memory 12 or the external storage device 13. In the task management device 10, processing is performed by the arithmetic device 11 that operates according to a program read onto the memory 12 or the external storage device 13. Each of the processing units constituting the processing unit 110 realizes its respective function by the arithmetic device 11 executing a program.

[0059] The memory 12 is a storage device such as a RAM (Random Access Memory) or a flash memory, and functions as a storage area from which programs and data are temporarily read. The external storage device 13 is, for example, a writable and readable storage medium and a storage media drive, such as a HDD (Hard Disk Drive), a CD-R (Compact Disc-Recordable), or a DVD-RAM (Digital Versatile Disk-Random Access Memory). The function of the storage unit 120 is realized by the memory 12 or the external storage device 13. The function of the storage unit 120 may be realized by a storage device connected via the communication IF 16.

[0060] The input IF 14 is an interface for receiving input operations from an operator, and is connected to input devices such as a touch panel, a keyboard, a mouse, a microphone, etc. The output IF 15 is an interface for outputting information to a display device such as an LCD (Liquid Crystal Display) display built into the task management device 10.

[0061] The communication IF 16 is an interface for connecting the task management device 10 to the network N and a bus, and is connected to a communication device such as a LAN (Local Area Network) card. The function of the communication unit 150 is realized by the communication IF 16. The task management device 10 may have a storage medium drive device (not shown) and input and output information from a portable medium.

[0062] The processing of each component of task management device 10 may be executed by one piece of hardware or by multiple pieces of hardware. Also, the processing of each component of task management device 10 may be realized by one program or by multiple programs.

[0063] The hardware configurations of the client terminal device 20, the client system management device 30, and the person in charge terminal device 40 are similar to that of the task management device 10, and therefore a description thereof will be omitted.

[0064] 5 is a flowchart showing an example of a task execution process. The process of this flowchart is executed by the task management device 10.

[0065] First, the trigger information acquisition unit 111 acquires trigger information (step S11). Specifically, the trigger information acquisition unit 111 acquires trigger information due to a portal trigger, a telephone response trigger, or an e-mail trigger output from the trigger information output unit 211 of the client terminal device 20. Alternatively, the trigger information acquisition unit 111 acquires trigger information due to an e-mail trigger or an API trigger output from the trigger information output unit 311 of the client system management device 30. Alternatively, the trigger information acquisition unit 111 acquires trigger information due to a telephone trigger or a schedule trigger input from an input device via the input unit 130. The trigger information acquisition unit 111 associates information indicating a method for acquiring the acquired trigger information with the trigger information and stores the information in an area (not shown) of the storage unit 120.

[0066] Next, the task determination unit 112 determines a task (step S12). Specifically, the task determination unit 112 determines the task information corresponding to the trigger information acquired in step S11 as the task to be processed by referring to information indicating the correspondence between the trigger information and the task information stored in an area (not shown) of the storage unit 120. The task determination unit 112 may determine whether the same task has already been determined within a predetermined time, and if it determines that the same task has already been determined, may end the processing of this flowchart without executing the processing from step S13 onward. Since the task management device 10 may receive input of multiple pieces of trigger information for the same event, it is possible to prevent the same task from being executed multiple times by determining whether the same task has already been determined within a predetermined time.

[0067] Next, the task step extraction unit 113 extracts a task step (step S13). Specifically, the task step extraction unit 113 refers to the task information 121 and extracts one or more task steps corresponding to the task ID of the task determined in step S12.

[0068] Next, the task management unit 116 determines a task step to be processed according to the processing order of the task information 121 (step S14). The task management unit 116 determines a task step to be processed from among the unprocessed task steps by referring to the processing order of the task information 121.

[0069] Next, the task management unit 116 determines whether or not the start condition is satisfied (step S15). Specifically, the task management unit 116 determines whether or not the start condition previously associated with the task step to be processed is satisfied. For example, when the task management unit 116 detects the end of another task step previously defined as the start condition, the task management unit 116 determines that the start condition is satisfied.

[0070] Next, the task management section 116 determines the type of the task step to be processed (step S16). The task management section 116 determines whether the task step determined to be the task step to be processed in step S14 is a first task step or a second task step.

[0071] When the task management unit 116 determines that the task step to be processed is the first task step ("First" in step S16), the person in charge determination unit 115 determines a person in charge of the first task step (step S17). Specifically, the person in charge determination unit 115 identifies the skills and job title associated with the first task step to be processed by referring to the task step information 123. The person in charge determination unit 115 refers to the member information 122 and determines the person in charge or the reviewer who has the identified skills and job title as the person in charge of the first task step to be processed.

[0072] The method by which the person in charge determination unit 115 determines the person in charge of the task step is not limited to this method. For example, the person in charge determination unit 115 may identify a person in charge of a client and assign the task step to the person in charge. Also, for example, the person in charge determination unit 115 may assign the task step to a person who has an open schedule at the start of processing the task step.

[0073] Next, the task management unit 116 notifies the person in charge (step S18). Specifically, the task management unit 116 transmits the notification to the person in charge terminal device 40 of the person in charge determined in step S17. The notification includes information indicating the processing content of the first task step to be processed.

[0074] Next, the mail control unit 114 judges whether or not it is a mail creation task step (step S19). Specifically, the mail control unit 114 judges whether or not the first task step to be executed is a mail creation task step.

[0075] When it is determined that the task is a mail creation task step (YES in step S19), the mail control unit 114 executes the mail creation task step (step S20). This process will be described in detail later.

[0076] If the mail control unit 114 determines that the task step is not a mail creation task step (if "NO" in step S19), the process proceeds to step S21. The person in charge who received the notification transmitted in step S18 operates the person in charge terminal device 40 to process the first task step to be processed.

[0077] If the task management unit 116 determines in step S19 that the task is not a mail creation task step, or after the process of step S20 is completed, the task management unit 116 detects the end of the work (step S21). Specifically, the task management unit 116 detects the end of the first task step executed in the person in charge terminal device 40 as a result of the notification in step S18. For example, when the task management unit 116 receives a notification indicating the end of the first task step from the person in charge terminal device 40, it considers that the end of the work has been detected.

[0078] When the task management unit 116 determines that the task step to be processed is the second task step ("second" in step S16), the task step execution unit 117 executes the process (step S22). Specifically, the task step execution unit 117 executes a process that is predetermined in the task information 121 for the second task step determined to be the processing target in step S14. In addition, the person in charge determination unit 115 does not determine a person in charge for the second task step.

[0079] When the task step to be processed is an email sending task step, the end of the email creation task step is detected as the start condition of this task step. In the email creation task step, the email control unit 114 identifies the client defined in the task step (step S201 described below). The email control unit 114 identifies the email address of the client as the destination of the client by referring to the client information 124. The email control unit 114 sends the message created in the email creation task step to the identified email address.

[0080] The process executed in step S23 is similar to the process executed in step S21, and therefore a description thereof will be omitted.

[0081] After the process of step S21 or step S23 ends, the task management unit 116 determines whether or not there are any unprocessed task steps (step S24). Specifically, the task management unit 116 determines whether or not there are any task steps that have not been determined as processing targets in step S14 among the task steps extracted in step S13.

[0082] If the task management section 116 determines that an unprocessed task step exists (YES in step S24), the process proceeds to step S14. That is, the process from step S14 onward is executed for one of the unprocessed task steps.

[0083] When the task management unit 116 determines that there are no unprocessed task steps ("NO" in step S24), it notifies a specific person in charge (step S25). Specifically, the task management unit 116 refers to the task information 121, identifies the manager associated with the task to be processed, and transmits information indicating that the processing has ended. Note that this processing is not essential and may be omitted. The processing unit 110 then ends the processing of this flowchart.

[0084] As described above, according to the present embodiment, it is possible to efficiently execute task processing. In particular, when executing a task that includes an email creation task step and other task steps, it is possible to determine a person suitable for executing each task step and execute the processing of each task step at an appropriate timing.

[0085] Furthermore, even when a task including an email creation task step and a second task step is executed, each task step can be executed at an appropriate timing. For example, when an inquiry is made to a client by email and then a second task step that does not require an input operation by a person in charge is executed, or when the result is reported by email after the second task step is executed, the processing of each task step can be efficiently managed.

[0086] Fig. 7 shows an example of a step definition information display screen 461 and a client definition information display screen 462. Fig. 7(A) shows an example of the step definition information display screen 461, and Fig. 7(B) shows an example of the client definition information display screen 462.

[0087] The manager can check the processing content of each task step using the person in charge terminal device 40. The step definition information display screen 461 is displayed on the manager's person in charge terminal device 40. As an example, the step definition information includes a step code, which is identification information for identifying the task step, a step name, which is the name of the task step, and arguments, which are values ​​passed during processing. The processing unit 110 of the task management device 10 uses the task step information 123 to identify information necessary for displaying the step definition information, and transmits it to the person in charge terminal device 40.

[0088] The client definition information display screen 462 is displayed on the manager's person in charge terminal device 40. As an example, the client definition information display screen 462 includes a client code, which is identification information for identifying a client, a client tag code used for association with other information, and an email address of the client. The processing unit 110 of the task management device 10 uses the client information 124 to identify information necessary for displaying the client definition information display screen 462, and transmits the information to the person in charge terminal device 40.

[0089] The step definition information display screen 461 shown in Fig. 7(A) contains "abc.mail" as an argument. The client definition information display screen 462 shown in Fig. 7(B) contains "abc.mail" as a client tag code, which is the same as the argument of the step definition information display screen 461 shown in Fig. 7(A). When executing a mail sending task step, the mail control unit 114 of the task management device 10 uses the argument of the step definition information to determine the corresponding e-mail address as the destination.

[0090] 6 is a flowchart showing an example of a mail creation task step, which shows details of the process executed in step S20 in FIG.

[0091] First, the email control unit 114 identifies a client (step S201). Specifically, the email control unit 114 identifies a client associated with the trigger information acquired in step S11 of Fig. 5. The email control unit 114 identifies a client having the client terminal device 20 or client system management device 30 that transmitted the trigger information. Note that in the case of trigger information acquired by a telephone trigger or trigger information acquired by a schedule trigger, the email control unit 114 identifies a client that has been previously associated with the trigger information by the trigger information acquisition unit 111 when acquiring the trigger information.

[0092] Next, the mail control unit 114 displays the mail creation screen on the person in charge terminal device 40 (step S202). Specifically, the mail control unit 114 displays the mail creation screen on the person in charge terminal device 40 owned by the person in charge determined in step S17 of FIG. 5. The message creation unit 411 of the person in charge terminal device 40 displays the mail creation screen using a dedicated application installed in advance on the person in charge terminal device 40. When displaying the mail creation screen, the mail control unit 114 may display information indicating the client identified in step S201, or may display the client's email address. The mail control unit 114 suppresses changes to the client's destination. That is, the person in charge terminal device 40 cannot change the client's email address.

[0093] Next, the mail control unit 114 determines whether or not the selection of the attached data has been accepted (step S203). Specifically, the mail control unit 114 determines whether or not the attached data to be attached to the e-mail has been selected on the person in charge terminal device 40.

[0094] When the mail control unit 114 determines that the selection of attached data has been accepted ("YES" in step S203), it determines whether the name of the attached data satisfies a predetermined condition (step S204). For example, the mail control unit 114 determines whether the name of the attached data includes a character string indicating the client identified in step S201. The character string indicating the client is, for example, the name of the client. Note that the predetermined condition is not limited to whether the name of the attached data includes a character string indicating a client. For example, the mail control unit 114 may determine whether the name of the attached data includes a character string indicating a task or a character string indicating a method for acquiring trigger information.

[0095] When the mail control unit 114 determines that the selection of the attached data has been accepted, the mail control unit 114 writes link information indicating the storage destination of the attached data in the email. The client who receives the email can obtain the attached data at the link destination by operating the client terminal device 20.

[0096] In other words, the mail control unit 114 can accept an input operation indicating an intention to attach data instead of selecting the attached data. In this case, information indicating the attached data is previously associated with the mail creation task step in the task information 121. When the mail control unit 114 accepts an input operation indicating an intention to attach data, it refers to the task information 121 to identify the target attached data.

[0097] When the mail control unit 114 determines that the attached data name does not satisfy the predetermined condition ("NO" in step S204), the mail control unit 114 moves the process to step S203. The mail control unit 114 may cause the person in charge terminal device 40 to display an error screen indicating that the attached data name does not satisfy the predetermined condition.

[0098] When the mail control unit 114 determines that the selection of the attached data has not been accepted ("NO" in step S203) or that the attached data name satisfies a predetermined condition ("YES" in step S204), it determines whether or not an input operation for the completion of work has been accepted (step S205). The mail control unit 114 determines whether or not the mail control unit 212 of the person in charge terminal device 40 has accepted an input operation for the completion of work.

[0099] When mail control unit 114 determines that an input operation for completing the work has not been accepted ("NO" in step S205), it shifts the process to step S203.

[0100] When the mail control unit 114 determines that an input operation for completing work has been received (YES in step S205), it determines whether the mail title satisfies a predetermined condition (step S206). Specifically, in step S205, the mail control unit 114 refers to the title of the e-mail in which the input operation for completing work has been received, and determines whether the predetermined condition is satisfied. For example, the mail control unit 114 determines whether the title of the e-mail includes a character string indicating a client. Note that the predetermined condition is not limited to whether the title of the e-mail includes a character string indicating a client.

[0101] When the mail control unit 114 determines that the mail title does not satisfy the predetermined condition ("NO" in step S206), the process proceeds to step S205. The mail control unit 114 may cause the person in charge terminal device 40 to display an error screen indicating that the mail title does not satisfy the predetermined condition.

[0102] When it is determined that the mail title satisfies the predetermined condition ("YES" in step S206), the mail control unit 114 ends the processing of this flowchart.

[0103] In this embodiment, after the process of this flowchart is completed, the email control unit 114 executes a task step to have the checker check the email contents. In addition, confirmation by the checker is not essential in the email creation task step. For example, if the task step information 123 does not include a task step to have the checker check the email contents, the email control unit 114 executes the email sending task step without executing a process to accept the checker's input operation.

[0104] As described above, according to this embodiment, when a task involving sending an e-mail is executed, e-mail can be reliably sent to the target recipient by suppressing changes to the destination in the person in charge terminal device 40. In addition, by determining whether or not the attached data or the e-mail address meets a predetermined condition, it is possible to prevent a message or attached data from being sent to a destination other than the destination.

[0105] In this embodiment, emails are sent to the client under the control of the email control unit 114. However, the email control unit 114 may send information to the client terminal device 20 using a means other than email. For example, the email control unit 114 can send a message to the client using specific software that uses an email address. Even in this case, the email control unit 114 suppresses changes to the destination in the person in charge terminal device 40.

[0106] In this embodiment, the mail control unit 114 writes link information of the attached data in the e-mail. The mail control unit 114 may be configured to prevent access to the attached data even if the link information is selected on the client terminal device 20 if the attached data does not satisfy a predetermined condition.

[0107] In addition, in this embodiment, the mail control unit 114 of the task management device 10 executes the mail creation task step shown in Fig. 6. However, the mail creation task step may be executed by the message creation unit 411 of the person in charge terminal device 40. In this case, when the mail control unit 114 of the task management device 10 determines that the start condition of the mail creation task step is satisfied, it notifies the person in charge terminal device 40 and permits the person in charge terminal device 40 to execute the mail creation task step.

[0108] Although each embodiment according to the present invention has been described above, the present invention is not limited to the above-mentioned embodiment, and various modified examples are included. For example, the above-mentioned embodiment has been described in detail to make the present invention easier to understand, and the present invention is not limited to having all the configurations described here. In addition, it is possible to replace a part of the configuration of one embodiment with the configuration of another example. It is also possible to add the configuration of another example to the configuration of one embodiment. In addition, it is also possible to add, delete, or replace other configurations with respect to a part of the configuration of each embodiment. In addition, each of the above-mentioned configurations, functions, processing units, processing means, etc. may be realized in hardware by designing them as integrated circuits, for example, in part or in whole. In addition, the control lines and information lines in the figure show those that are considered necessary for explanation, and do not necessarily show all of them. It may be considered that almost all of the configurations are connected to each other.

[0109] Furthermore, the functional configurations of the above task management device 10, client terminal device 20, client system management device 30, and person in charge terminal device 40 are classified according to the main processing contents for ease of understanding. The classification method and names of the components do not limit the present invention. As described above, the configurations of the task management device 10, client terminal device 20, client system management device 30, and person in charge terminal device 40 can be classified into more components according to the processing contents. Also, classification can be performed so that one component executes more processes. [Explanation of symbols]

[0110] 1: task management system, 10: task management device, 11: calculation device, 12: memory, 13: external storage device, 14: input IF, 15: output IF, 16: communication IF, 20: client terminal device, 30: client system management device, 40: person in charge terminal device, 110, 210, 310, 410: processing unit, 111: trigger information acquisition unit, 112: task determination unit, 113: task step extraction unit, 114, 212: email control unit, 115: person in charge determination unit, 116: task management unit, 117 : Task step execution unit, 120, 220, 320, 420: Memory unit, 121: Task information, 122: Member information, 123: Task step information, 124: Client information, 130, 230, 330, 430: Input unit, 140, 240, 340, 440: Output unit, 150, 250, 350, 450: Communication unit, 211, 311: Trigger information output unit, 411: Message creation unit, 461: Step definition information display screen, 462: Client definition information display screen, N: Network

Claims

1. A task management device communicably connected to a client-side terminal device of a client and a person in charge of executing a task to be provided to the client, comprising: a trigger information acquisition unit that acquires trigger information indicating a request from the client; a task determination unit that determines the task related to the business to be provided to the client based on the trigger information; a task step extraction unit that extracts one or more task steps to be executed by the person in charge terminal device from the task determined by the task determination unit; a task management unit that manages the progress of the task and notifies the person in charge terminal device related to the person in charge of the task step to be executed; an email control unit that determines whether the task step to be executed is an email creation task step, and controls the execution of the email creation task step, which is the task step that accepts creation of a message to be sent to the client by the person in charge; The email control unit When executing the mail creation task step, a destination of an e-mail, the destination being the client-side terminal device, is determined based on the trigger information, and an e-mail including the message is sent to the destination; A task management device, characterized in that, when the mail creation task step is executed, the change of the destination of the client side terminal device by the person in charge terminal device is suppressed.

2. 2. The task management device according to claim 1, the task management unit detects the end of each task step and manages the progress of the task; The task management device according to claim 1, wherein the email control unit accepts creation of the message when the task management unit determines that a start condition for the email creation task step is satisfied.

3. 3. A task management device according to claim 2, A task management device characterized in that, when the task management unit detects the end of another task step that is defined as a start condition for the email creation task step, it notifies a person in charge of the email creation task step.

4. 3. The task management device according to claim 1, A task management device comprising a person in charge determination unit that refers to member information that associates candidate persons with the skills they possess, and determines a person in charge for each task step based on the skills required by the task step.

5. 3. The task management device according to claim 1, a person in charge determination unit that refers to member information in which a person in charge candidate is associated with the skills possessed by the person in charge and determines a person in charge for each task step based on the skills required by the task step; a task step execution unit that executes a predetermined task step that does not require an operation of a person in charge; The task management device, wherein the person in charge determination unit suppresses the determination of a person in charge of the predetermined task step.

6. 3. The task management device according to claim 1, The task management device is characterized in that, when the mail control unit receives a specification of data to be attached to the message, it determines whether or not a character string indicating the client is included in a name of the data.

7. 3. The task management device according to claim 1, The task management device according to claim 1, wherein the mail control unit, when determining that the creation of the message is completed, determines whether or not a character string indicating the client is included in a title of the message.

8. A task management device according to claim 1 or 2, the trigger information acquisition unit acquires the trigger information by receiving a call from the client-side terminal device via an API; The task management device, wherein the email control unit determines the destination that is previously associated with the trigger information.

9. A task management device according to claim 1 or 2, the trigger information acquisition unit acquires the trigger information by acquiring information input to a telephone input acceptance system; The task management device, wherein the email control unit determines the destination that is previously associated with the trigger information.

10. A task management device according to claim 1 or 2, the task management unit transmits the notification to the person in charge terminal device using an application that manages the progress of the task step by the person in charge terminal device; The task management device, wherein the mail control unit sends and receives the e-mail using software different from the application.

11. A program for causing a processing unit of a computer to execute a task management method, the processing unit being communicably connected to a client-side terminal device owned by a client and a person in charge of executing a task to be provided to the client, the program comprising: a trigger information acquisition step of acquiring trigger information indicating a request from a client; a task determination step for determining the task related to the business to be provided to the client based on the trigger information; a task step extraction step of extracting one or more task steps to be executed by a staff member terminal device connected to the computer from the tasks determined in the task determination step; a task management procedure for managing the progress of the task and notifying the person in charge of the task step to be executed of the progress of the task to the person in charge terminal device; an email control procedure for determining whether the task step to be executed is an email creation task step, and controlling the execution of the email creation task step, which is the task step that accepts creation of a message to be sent to the client by a person in charge of writing; In the email control procedure, When executing the mail creation task step, a destination of an e-mail, the destination being the client-side terminal device, is determined based on the trigger information, and an e-mail including the message is sent to the destination; The program is characterized in that, when the mail creation task step is executed, the program inhibits the person in charge terminal device from changing the destination of the client terminal device.

12. A task management method using a task management device communicably connected to a client-side terminal device owned by a client and a person in charge of executing a task to be provided to the client, comprising: a trigger information acquisition step of acquiring trigger information indicating a request from a client; a task determination procedure for determining tasks constituting a service to be provided to the client based on the trigger information; a task step extraction step of extracting one or more task steps to be executed by the person in charge terminal device from the task determined in the task determination step; a task management procedure for managing the progress of the task and notifying the person in charge of the task step to be executed of the progress of the task to the person in charge terminal device; an email control procedure for determining whether the task step to be executed is an email creation task step, and controlling the execution of the email creation task step, which is the task step that accepts creation of a message by the person in charge to the client; In the email control procedure, When executing the mail creation task step, a destination of an e-mail, the destination being the client-side terminal device, is determined based on the trigger information, and an e-mail including the message is sent to the destination; A task management method, comprising the steps of: preventing the person in charge terminal device from changing the destination of the client terminal device when the mail creation task step is executed.

13. A task management system comprising a client-side terminal device owned by a client, a person in charge of executing a task to be provided to the client, and a task management device, The person in charge terminal device a message creation unit that accepts an input operation regarding a message to a client, The task management device includes: a trigger information acquisition unit that acquires trigger information indicating a request from the client; a task determination unit that determines the task related to the business to be provided to the client based on the trigger information; a task step extraction unit that extracts one or more task steps to be executed by the person in charge terminal device from the task determined by the task determination unit; a task management unit that manages the progress of the task and notifies the person in charge terminal device related to the person in charge of the task step to be executed; an email control unit that determines whether the task step to be executed is an email creation task step, and controls the execution of the email creation task step, which is the task step that accepts the creation of a message to the client, based on an input operation on the person in charge terminal device; The email control unit When executing the mail creation task step, a destination of an e-mail, the destination being the client-side terminal device, is determined based on the trigger information, and an e-mail including the message is sent to the destination; A task management system comprising: a task creating unit that prevents the person in charge terminal device from changing the destination of the client terminal device when the mail creation task step is executed.

Images