CN112333016A - Failure reporting processing method, system, equipment and storage medium - Google Patents
Failure reporting processing method, system, equipment and storage medium Download PDFInfo
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- CN112333016A CN112333016A CN202011183686.4A CN202011183686A CN112333016A CN 112333016 A CN112333016 A CN 112333016A CN 202011183686 A CN202011183686 A CN 202011183686A CN 112333016 A CN112333016 A CN 112333016A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0654—Management of faults, events, alarms or notifications using network fault recovery
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
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Abstract
The invention provides a fault reporting processing method, a system, equipment and a storage medium, wherein the fault reporting processing method comprises the following steps: receiving an error reporting request of a user; obtaining a fault description according to the fault reporting request; matching a fault processing method according to the fault description; if the matching fault processing method is successful, the fault processing method is sent to a user; and if the matching fault processing method fails, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians. The fault reporting processing method can reduce the complexity of fault reporting of a user and effectively improve the efficiency of fault processing; the fault reporting processing system can effectively improve the efficiency of research and development technical support, and is suitable for products and services sensitive to the response time of the technical support.
Description
Technical Field
The invention relates to the field of Internet service support, in particular to a fault reporting processing method, a fault reporting processing system, fault reporting equipment and a storage medium.
Background
In order to provide technical infrastructure and services to the business segment, companies are typically provided with specialized public technical segments that provide various IT products or services to the business segment. Business departments encounter various use problems when using these IT products or services. In such a case, a technician in the business department would typically tell the provider of the product or service a question by:
sending a fault or a consultation to a technical team to wait for the response of technical support personnel;
finding a technician through Instant Messaging (IM);
finding a certain technical group through Instant Messaging (IM);
through a company other IT system (such as hellpdesk).
Although the above methods are feasible, the methods have the disadvantages of troublesome feedback problem, slow response acquisition and the like. The concrete expression is as follows:
each mode requires the user to clearly describe the problem and to clearly write the position of the fault;
each question is waited for a response from the product/service technical support personnel;
the channels for reporting the fault are too many, which is not beneficial to carrying out data statistics and analysis on the fault.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present invention and therefore may include information that does not constitute prior art known to a person of ordinary skill in the art.
Disclosure of Invention
The invention aims to provide a fault reporting processing method, a fault reporting processing system, fault reporting equipment and a storage medium, aiming at solving the problems in the prior art.
Some embodiments of the present invention provide an error reporting processing method, including the following steps:
receiving an error reporting request of a user;
obtaining a fault description according to the fault reporting request;
matching a fault processing method according to the fault description;
judging whether the fault processing method is successfully matched;
if the matching fault processing method is successful, the fault processing method is sent to a user;
and if the matching fault processing method fails, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians.
According to some examples of the invention, the content of the fault description is analyzed, and keyword semantic intelligent matching is performed on the content of the fault description to obtain matched keywords;
and determining a fault type according to the key words, and matching the fault processing method from a fault processing library according to the fault type, wherein the fault processing library comprises a mapping table of the fault type and the fault processing method.
According to some examples of the invention, the fault reporting request of the user is received through a monitoring module, and the monitoring module is used for monitoring the operation condition of a system where the user is located.
According to some examples of this invention, obtaining the fault description according to the fault report request comprises:
determining a user path according to the fault reporting request;
obtaining a system log of the user according to the path;
and obtaining the fault description according to the system log.
According to some examples of the invention, the fault report request includes a fault screen shot sent by a user;
the step of obtaining the fault description according to the fault reporting request comprises the following steps:
and executing an image-text recognition program, converting the fault screenshot into text information, analyzing the content of the text information and intelligently matching the content of the text information with keyword meaning.
According to some examples of this invention, the fault report request includes a voice file sent by the user;
the step of obtaining the fault description according to the fault reporting request comprises the following steps:
carrying out automatic voice recognition on the audio frequency of the voice file to obtain text information of the voice file;
and analyzing the content of the text information and intelligently matching the content of the text information with the keyword meaning.
According to some examples of the present invention, if the matching failure handling method is successful, after sending the failure handling method to the user step, the method further includes:
receiving a user fault processing result;
and if the fault processing result is failure, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians.
According to some examples of the invention, matching the fault handling technician and establishing an instant messaging group of the user and the fault handling technician comprises the steps of:
analyzing the content of the fault description, and carrying out keyword semantic intelligent matching on the content of the fault description to obtain matched keywords;
and determining a fault type according to the keyword, and matching the fault processing technicians from a fault processing technician library according to the fault type, wherein the fault processing technician library comprises the fault type and a mapping table of the fault processing technicians.
Still other embodiments of the present invention further provide a fault reporting processing system, configured to implement the steps of the fault reporting processing method, where the fault reporting processing system includes a user module, an identification module, a fault processing module, and an instant messaging module, where:
the user module is used for receiving an error reporting request of a user;
the identification module is used for obtaining a fault description according to the fault reporting request;
the fault processing module is used for matching a fault processing method according to the fault description and judging whether the fault processing method is successfully matched;
when the matching fault processing method is successful, the user module is also used for sending the fault processing method to a user;
and when the matching fault processing method fails, the instant communication module is used for matching fault processing technicians and establishing an instant communication group of the user and the fault processing technicians.
Still further embodiments of the present invention provide fault reporting processing apparatus, including:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the fault handling method via execution of the executable instructions.
An embodiment of the present invention is also a computer-readable storage medium storing a program which, when executed by a processor, implements the steps of the failure handling method.
The fault reporting processing method can reduce the complexity of fault reporting of the user and effectively improve the efficiency of fault processing. The fault reporting processing system can effectively improve the efficiency of research and development technical support, and is suitable for products and services sensitive to the response time of the technical support.
Drawings
Other features, objects, and advantages of the invention will be apparent from the following detailed description of non-limiting embodiments, which proceeds with reference to the accompanying drawings and which is incorporated in and constitutes a part of this specification, illustrating embodiments consistent with the present application and together with the description serve to explain the principles of the application. It is obvious that the drawings in the following description are only some embodiments of the invention, and that for a person skilled in the art, other drawings can be derived from them without inventive effort.
Fig. 1 is a flowchart of an error reporting processing method according to an embodiment of the present invention;
fig. 2 is a schematic diagram of an error reporting interface at a user end according to an embodiment of the present invention;
FIG. 3 is a diagram illustrating obtaining a fault description from a system log according to an embodiment of the invention;
FIG. 4 is a schematic structural diagram of a fault reporting system according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a fault reporting processing device according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the present invention.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.
Furthermore, the drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus their repetitive description will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
Fig. 1 is a flowchart of an error reporting processing method according to an embodiment of the present invention, specifically, the error reporting processing method includes the following steps:
s100: receiving an error reporting request of a user;
s200: obtaining a fault description according to the fault reporting request;
s300: matching a fault processing method according to the fault description;
s400: judging whether the fault processing method is successfully matched;
if the matching failure processing method is successful, executing step S500: sending the fault processing method to a user;
if the matching failure processing method fails, the step S600 is executed: and matching fault handling technicians and establishing an instant messaging group between the user and the fault handling technicians.
In the fault reporting processing method, for convenience of fault reporting, monitoring modules are embedded in IT products or services used by users, and the monitoring modules are used for monitoring the operation conditions of systems where the users are located. Meanwhile, a corresponding fault reporting interface is arranged on an interface of the IT product or service used by the user, and the fault reporting interface can be provided with a function key of one-key fault reporting, as shown in FIG. 2. Here, IT should be noted that the monitoring module may automatically monitor some fault problems, and after the fault problems occur, fault may be automatically reported, but since IT products or services themselves or systems where the fault is located are more and more complex, some fault monitoring systems cannot perform automatic fault reporting, and at this time, the user may start the function of "one-key fault reporting".
In the above embodiment, the user starts the fault reporting request by clicking the function key of "reporting fault by one key", that is, when the user sends the fault reporting request through the monitoring module, after the system receives the fault reporting request of the user, the user path may be determined according to the fault reporting request; then, obtaining a system log of the user according to the path; and obtaining the fault description according to the system log.
Fig. 3 is a schematic diagram of obtaining a fault description according to a system log according to an embodiment of the present invention, where the fault description includes the following contents:
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[ Current State ] changed from SKIPPING to PENDING Will start rolling out of the batch induced failed cause status or current _ version is wreng { status: uPending, is _ current _ version: False, image: uHub. closed. ctripco. com 00010973:3252080, health: False }, please contact TS & CDOS changed from INSTALLING to INSTALL … …
……
Under the use scene of the invention, the user does not need to describe the fault problem in addition, and can immediately find the fault position and fault description by clicking the 'one-key fault reporting' function key on the fault page, thereby improving the fault reporting accuracy and efficiency.
After obtaining the fault description, the system performs step S300: according to the fault description matching fault handling method, more specifically, the step S300 may include the steps of:
analyzing the content of the fault description, and carrying out keyword semantic intelligent matching on the content of the fault description to obtain matched keywords;
and determining a fault type according to the key words, and matching the fault processing method from a fault processing library according to the fault type, wherein the fault processing library comprises a mapping table of the fault type and the fault processing method.
The fault processing library is preset, and generally, the system classifies the fault processed in history according to the keyword or fault definition parameter in the fault information, determines the fault type, and establishes a mapping relation between each fault type and the corresponding fault processing method. The fault processing library can be continuously updated and completed later according to the experience of processing faults.
The fault processing method comprises but is not limited to server restart, process restart, power supply cut-off, network connection re-processing, user-defined processing script, hard disk online, air conditioner temperature regulation and the like.
In the embodiment of fig. 4, the system automatically diagnoses as: 100% is due to the K8s container pull-up timeout.
The matched fault processing method comprises the following steps: after the container is changed, the release is retried. A test environment container replacing step: http:// pages. release … …
S300, in the step of matching the fault processing methods according to the fault description, multiple fault processing methods can be matched simultaneously according to the matching degree of the keywords, and the matched fault processing methods can be arranged in a descending order according to the matching degree.
In the step of S400 determining whether the matching of the fault handling method is successful, the system may use the fault handling method whose matching degree is greater than a certain threshold as a determination basis.
When the system matches a fault handling method with a matching degree greater than a threshold, the matching fault handling method is considered to be successful, and then the step S500 is executed: sending the fault processing method to a user; the user can perform troubleshooting according to the received failure processing method.
When the system does not match the fault processing method with the matching degree greater than the threshold, the matching fault processing method is considered to fail, and the step S600 is executed: and matching fault handling technicians and establishing an instant messaging group between the user and the fault handling technicians.
In the above embodiment, the matching the fault handling technician and establishing the instant messaging group between the user and the fault handling technician includes the following steps:
analyzing the content of the fault description, and carrying out keyword semantic intelligent matching on the content of the fault description to obtain matched keywords;
and determining a fault type according to the keyword, and matching the fault processing technicians from a fault processing technician library according to the fault type, wherein the fault processing technician library comprises the fault type and a mapping table of the fault processing technicians. Likewise, the library of fault handling technicians may be system preset. By automatically matching fault handling technicians through the fault related information system, the waste of fault handling resources and time caused by unfamiliarity with all fault handling technicians can be effectively avoided, and the timeliness and efficiency of fault handling are greatly improved.
Of course, after the step S500 is executed, the user may perform troubleshooting according to the received fault processing method, and the user may feed back the fault processing result to the system, for example, the system receives the fault processing result of the user; and if the fault processing result is failure, the step of matching the fault processing technician and establishing an instant communication group between the user and the fault processing technician in step S600 may be performed as well.
The user and the related fault handling technician can communicate through the instant messaging group established in step S600 to find the best fault handling method. After the failure processing is successful, the failure type and the corresponding failure processing method can be updated to the failure processing library. By establishing a mapping relation between the fault type and the corresponding fault processing method and continuously perfecting and accumulating the fault processing method, the efficiency and the success rate of the automatic matching fault processing method of the system can be improved, so that the participation of fault processing technicians is reduced, and the waste of human resources is reduced.
It should be noted that the fault handling method of the present invention does not exclude that the fault reporting request sent by the user includes the fault screen shot sent by the user; at this time, the step of obtaining the fault description according to the fault report request is as follows:
and executing an image-text recognition program, converting the fault screenshot into text information, analyzing the content of the text information and intelligently matching the content of the text information with keyword meaning.
Similarly, the fault handling method of the present invention does not exclude that the fault reporting request sent by the user includes a voice file sent by the user; at this time, the step of obtaining the fault description according to the fault report request is as follows:
carrying out automatic voice recognition on the audio frequency of the voice file to obtain text information of the voice file;
and analyzing the content of the text information and intelligently matching the content of the text information with the keyword meaning.
After the step S500 is executed, the user performs troubleshooting according to the received fault processing method, and if the fault processing result is failure, the fault reporting request may be sent in a mode of sending a fault screenshot or a voice file, where the fault screenshot may be a screenshot of failure in fault processing, and the voice file may be a related description of failure in fault processing.
Still other embodiments of the present invention further provide an error reporting processing system, which is adapted to implement the steps of the error reporting processing method when technicians use developed IT products and services, and includes a user module M100, an identification module M200, a fault processing module M300, and an instant messaging module M400, where:
the user module M100 is configured to receive an error reporting request of a user;
the identification module M200 is configured to obtain a fault description according to the fault reporting request;
the fault processing module M300 is configured to match a fault processing method according to the fault description, and determine whether the fault processing method is successfully matched;
when the matching of the fault handling method is successful, the user module M100 is further configured to send the fault handling method to a user;
when the matching failure handling method fails, the instant messaging module M400 is configured to match failure handling technicians and establish an instant messaging group between the user and the failure handling technicians.
The function implementation manner of each functional module in the fault reporting processing system of the embodiment can be implemented by adopting the specific implementation manner of each step in the fault reporting processing method. For example, the user module M100, the identification module M200, the fault handling module M300, and the instant messaging module M400 may respectively implement their functions by adopting the specific implementation manners of the steps S100 to S600, which are not described herein again. The fault reporting processing system can effectively improve the efficiency of research and development technical support, and is suitable for products and services sensitive to the response time of the technical support.
An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 5. The electronic device 600 shown in fig. 5 is only an example and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 5, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one memory unit 620, a bus 630 connecting the different platform components (including the memory unit 620 and the processing unit 610), a display unit 640, etc.
Wherein the storage unit stores program code which can be executed by the processing unit 610 such that the processing unit 610 performs the steps according to various exemplary embodiments of the present invention as described in the above-mentioned method section of the present specification. For example, processing unit 610 may perform the steps as shown in fig. 1.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
The embodiment of the invention also provides a computer-readable storage medium for storing a program, wherein the program is executed to realize the steps of the fault reporting processing method. In some possible embodiments, the various aspects of the invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to the various exemplary embodiments of the invention described in the method part above of this description when said program product is run on the terminal device.
Referring to fig. 6, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
In summary, the present invention provides a fault reporting processing method, system, device and storage medium, where the fault reporting processing method includes the following steps: receiving an error reporting request of a user; obtaining a fault description according to the fault reporting request; matching a fault processing method according to the fault description; if the matching fault processing method is successful, the fault processing method is sent to a user; and if the matching fault processing method fails, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians. The fault reporting processing method can reduce the complexity of fault reporting of a user and effectively improve the efficiency of fault processing; the fault reporting processing system can effectively improve the efficiency of research and development technical support, and is suitable for products and services sensitive to the response time of the technical support.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. It will be evident to those skilled in the art that the present application is not limited to the details of the foregoing illustrative embodiments, and that the present application may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the application being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned. Furthermore, it is obvious that the word "comprising" does not exclude other elements or steps, and the singular does not exclude the plural. A plurality of units or means recited in the apparatus claims may also be implemented by one unit or means in software or hardware. The terms first, second, etc. are used to denote names, but not any particular order.
Claims (11)
1. A fault reporting processing method is characterized by comprising the following steps:
receiving an error reporting request of a user;
obtaining a fault description according to the fault reporting request;
matching a fault processing method according to the fault description;
judging whether the fault processing method is successfully matched;
if the matching fault processing method is successful, the fault processing method is sent to a user;
and if the matching fault processing method fails, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians.
2. The failure handling method according to claim 1, characterized in that:
the fault processing method according to the fault description matching comprises the following steps:
analyzing the content of the fault description, and carrying out keyword semantic intelligent matching on the content of the fault description to obtain matched keywords;
and determining a fault type according to the key words, and matching the fault processing method from a fault processing library according to the fault type, wherein the fault processing library comprises a mapping table of the fault type and the fault processing method.
3. The failure handling method according to claim 1, characterized in that: and receiving the fault reporting request of the user through a monitoring module, wherein the monitoring module is used for monitoring the running condition of a system where the user is located.
4. A failure handling method according to claim 3, characterized in that: the obtaining of the fault description according to the fault reporting request comprises the following steps:
determining a user path according to the fault reporting request;
obtaining a system log of the user according to the path;
and obtaining the fault description according to the system log.
5. The failure handling method according to claim 1, characterized in that: the fault reporting request comprises a fault screen shot sent by a user;
the step of obtaining the fault description according to the fault reporting request comprises the following steps:
and executing an image-text recognition program, converting the fault screenshot into text information, analyzing the content of the text information and intelligently matching the content of the text information with keyword meaning.
6. The failure handling method according to claim 1, characterized in that: the fault reporting request comprises a voice file sent by a user;
the step of obtaining the fault description according to the fault reporting request comprises the following steps:
carrying out automatic voice recognition on the audio frequency of the voice file to obtain text information of the voice file;
and analyzing the content of the text information and intelligently matching the content of the text information with the keyword meaning.
7. The fault reporting processing method according to claim 1, wherein if the matching fault processing method is successful, after the step of sending the fault processing method to the user, the fault reporting processing method further comprises:
receiving a user fault processing result;
and if the fault processing result is failure, matching fault processing technicians and establishing an instant communication group between the user and the fault processing technicians.
8. The failure handling method according to claim 1, characterized in that: the step of matching the fault handling technicians and establishing an instant messaging group between the user and the fault handling technicians comprises the following steps:
analyzing the content of the fault description, and carrying out keyword semantic intelligent matching on the content of the fault description to obtain matched keywords;
and determining a fault type according to the keyword, and matching the fault processing technicians from a fault processing technician library according to the fault type, wherein the fault processing technician library comprises the fault type and a mapping table of the fault processing technicians.
9. A fault reporting processing system for implementing the steps of the fault reporting processing method according to any one of claims 1 to 8, comprising a user module, an identification module, a fault processing module and an instant messaging module, wherein:
the user module is used for receiving an error reporting request of a user;
the identification module is used for obtaining a fault description according to the fault reporting request;
the fault processing module is used for matching a fault processing method according to the fault description and judging whether the fault processing method is successfully matched;
when the matching fault processing method is successful, the user module is also used for sending the fault processing method to a user;
and when the matching fault processing method fails, the instant communication module is used for matching fault processing technicians and establishing an instant communication group of the user and the fault processing technicians.
10. An obstacle indicating processing apparatus, comprising:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the fault handling method of any one of claims 1 to 8 via execution of the executable instructions.
11. A computer-readable storage medium storing a program, wherein the program is configured to implement the steps of the failure handling method according to any one of claims 1 to 8 when executed by a processor.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN114462903A (en) * | 2022-04-14 | 2022-05-10 | 四川省大数据中心 | Water, electricity and gas business applying system |
| CN114501507A (en) * | 2021-12-28 | 2022-05-13 | 北京红山信息科技研究院有限公司 | Intelligent coordination method for operation and maintenance of base station |
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