CN115499331B - Intelligent work order processing method, device, equipment and storage medium - Google Patents

Intelligent work order processing method, device, equipment and storage medium Download PDF

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CN115499331B
CN115499331B CN202211141454.1A CN202211141454A CN115499331B CN 115499331 B CN115499331 B CN 115499331B CN 202211141454 A CN202211141454 A CN 202211141454A CN 115499331 B CN115499331 B CN 115499331B
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alarm
work order
assigned
worksheet
keyword
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芮建秋
刘俊
吴婷
刘双琳
金长辉
张春梅
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Suzhou Intelligent Transportation Information Technology Co ltd
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    • H04L41/06—Management of faults, events, alarms or notifications
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Abstract

The application relates to an intelligent work order processing method, device, equipment and storage medium, which are applied to the field of intelligent work order dispatch, wherein the method comprises the following steps: acquiring alarm information; word segmentation is carried out on the alarm information to obtain a plurality of alarm information fields; comparing a plurality of alarm information fields with keywords in a preset keyword database; if the keyword database contains keywords consistent with the alarm information field, searching a processing scheme corresponding to the keyword in the keyword database; filling the alarm information field and the processing scheme corresponding to the keyword into an alarm work order to be filled in, and generating an alarm work order to be assigned; searching an operator number in a preset operator database and sending the alarm worksheet to be assigned to an intelligent terminal corresponding to the operator number; the application has the technical effects that: the intelligent work order processing system can automatically generate an alarm work order according to the alarm information after receiving the alarm information.

Description

Intelligent work order processing method, device, equipment and storage medium
Technical Field
The application relates to the technical field of intelligent work order dispatch, in particular to an intelligent work order processing method, an intelligent work order processing device, intelligent work order processing equipment and a storage medium.
Background
At present, most buildings have a set of work order processing system which is a system specially used for after-sales, installation and maintenance, and the work order processing system mainly distributes work orders to operators, and the operators provide services according to the contents of the work orders.
In the related art, the main flow of the work order processing system is as follows: when equipment such as monitoring and an elevator in a building fails, after alarm information is reported to a work order processing system, the alarm information comprises equipment names, positioning of the equipment in the building and specific description of problems, the work order processing system pushes the alarm information to an alarm processing person, the alarm processing person manually generates an alarm work order according to the content of the alarm information and sends the alarm work order to an intelligent terminal of an operator through the work order processing system, the main content of the alarm work order is the equipment names with the failure, the positioning information and the problem description of the equipment, and the operator can maintain the equipment according to the content of the alarm work order to the address where the failure equipment is located.
In carrying out the present application, the inventors have found that at least the following problems exist in this technique: after receiving the alarm information, the work order processing system generally sends the alarm information to an intelligent terminal of an alarm processor, and the alarm processor manually generates an alarm work order, so that the labor cost is high.
Disclosure of Invention
In order to achieve the effect of automatically generating an alarm work order according to alarm information after the alarm information is received, the intelligent work order processing method, the intelligent work order processing device, the intelligent work order processing equipment and the storage medium are provided.
In a first aspect, the present application provides an intelligent work order processing method, which adopts the following technical scheme: the method comprises the following steps:
acquiring alarm information;
Word segmentation is carried out on the alarm information to obtain a plurality of alarm information fields;
Comparing a plurality of alarm information fields with keywords in a preset keyword database;
If the keyword database contains the keyword consistent with the alarm information field, searching the keyword database for a fault type corresponding to the keyword;
Filling the alarm information field and the fault type corresponding to the keyword into an alarm work order to be filled in, and generating an alarm work order to be assigned;
Searching an operator number in a preset operator database and sending the alarm worksheet to be assigned to an intelligent terminal corresponding to the operator number.
According to the technical scheme, the intelligent work order processing system analyzes and extracts the word of the content of the alarm information, the obtained alarm information fields are searched for corresponding fault types in the preset keyword database according to the obtained alarm information fields, the fault types and the alarm information fields are filled into the alarm work orders to be filled, the alarm work orders to be assigned are generated, the alarm work orders to be assigned are sent to the intelligent terminal of the operator, the effect that the system automatically generates the alarm work orders is achieved, the possibility of manually generating the alarm work orders is reduced, and further the labor cost is reduced.
In a specific implementation manner, after comparing the alert information fields with keywords in a preset keyword database, the method further includes:
if the keyword database does not contain the keyword consistent with the alarm information field, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
sending the alarm information to the intelligent terminal corresponding to the found name of the alarm processing person;
Acquiring an alarm work order to be assigned sent by an alarm processor intelligent terminal, and an operator number corresponding to the alarm work order to be assigned;
word segmentation is carried out on the content in the alarm worksheet to be assigned to obtain a plurality of information fields corresponding to the alarm worksheets to be assigned;
Storing the information field corresponding to the alarm worksheet to be assigned into a keyword database;
And sending the alarm worksheet to be assigned to the intelligent terminal corresponding to the operator number.
According to the technical scheme, when the alarm information which is not reported is received and the alarm information to be assigned cannot be automatically generated, the intelligent work order processing system sends the acquired alarm information to the intelligent terminal of the alarm processor, after the alarm processor sends the manually generated alarm work order to be assigned and the operator number corresponding to the alarm work order to be assigned to the intelligent work order processing system, the intelligent work order processing system analyzes and extracts the alarm work order in terms of terms, the acquired new alarm information field is stored in the keyword database, the alarm information to be assigned is sent to the intelligent terminal of the corresponding operator according to the operator number, and the keywords in the manually generated alarm work order to be assigned are stored in the keyword database, so that the intelligent work order processing system can automatically generate the alarm work order to be assigned according to the keywords in the keyword database when the alarm information is received again, and the possibility that the alarm processor needs to manually generate the alarm work order is reduced.
In a specific implementation manner, searching an operator number in a preset operator database and sending the alarm worksheet to be assigned to an intelligent terminal corresponding to the operator number specifically includes:
searching a historical similar work order with the largest degree of the work order to be assigned with the alarm in a preset work order database;
Filling a final processing scheme in the history similar worksheets into the to-be-assigned alarm worksheets;
Searching a first operator list corresponding to the historical similar worksheets in the worksheet database;
searching an operator number corresponding to the lowest busyness in a preset operator database according to the first operator list;
And sending the alarm worksheet to be assigned to an intelligent terminal of an operator number corresponding to the lowest busyness in the first operator list.
According to the technical scheme, the intelligent work order processing system searches the history similar work order with highest degree with the alarm work order to be assigned in the work order database according to the content in the alarm work order to be assigned, then determines a first operator list for processing the history similar work order according to the searched history similar work order, and sends the alarm work order to be assigned to an intelligent terminal of an operator with lowest busyness in the first operator list, so that the intelligent work order processing system is beneficial to preferentially assigning the alarm work order to the operator with relevant processing experience when assigning the alarm work order to the operator, and further ensures the processing quality and speed of the problems described in the alarm work order; the alarm worksheet is assigned to the operator with the lowest busyness at present while the alarm worksheet is assigned to the operator with the processing experience, so that the alarm worksheet can be quickly responded, and the customer experience of the intelligent worksheet processing system is improved; and secondly, filling the final processing scheme in the history similar worksheets into the to-be-assigned alarm worksheets is beneficial to having a reference scheme when an operator processes the alarm worksheets, and further is beneficial to improving the speed of the operator processing the alarm worksheets.
In a specific implementation manner, the work order title and the work order content in the work order to be assigned are divided to obtain a first work order title field and a first work order content field;
Dividing words of work order titles and work order contents in the historical alarming work orders in the work order database respectively to obtain a plurality of second work order title fields and a plurality of second work order content fields;
respectively calculating the similarity between the first work order title field and a plurality of second work order title fields to obtain a plurality of first similarities;
respectively calculating the similarity between the first work order content field and a plurality of second work order content fields to obtain a plurality of second similarity;
Respectively adding the first similarity and the second similarity to obtain a third similarity;
and setting the historical alarm work order with the highest third similarity as a historical similar work order.
According to the technical scheme, the intelligent work order processing system calculates the first similarity between the work order title in the to-be-assigned alarm work order and the work order title of the history alarm work order in the work order database, and the second similarity between the work order content in the to-be-assigned alarm work order and the work order content of the history alarm work order, the history alarm work order with the highest similarity after combination is the history similar work order, the history similar work order is determined by comparing the similarity between the work order title and the work order content, the intelligent work order processing system is facilitated to simply and quickly determine the history similar work order, and the accuracy of the history similar work order obtained by comparing the similarity between the work order title and the work order content is the most core part in the alarm work order.
In a specific embodiment, the searching, in a preset operator database, the operator number corresponding to the lowest busyness according to the first operator list specifically includes:
inquiring each historical alarm work order processed by an operator according to the operator number in a preset operator database;
word segmentation is carried out on the content in the historical alarm work order to obtain keywords corresponding to the historical alarm work order;
counting word frequency corresponding to each keyword;
Setting the keywords with word frequency higher than a preset standard value as tag words corresponding to the operator numbers;
word segmentation is carried out on the history similar worksheets to obtain keywords corresponding to the history similar worksheets;
sequentially comparing the keywords of the historical alarm worksheet with the tag words corresponding to the operator numbers in the first operator list to obtain a second operator list;
and searching an operator number corresponding to the lowest busyness in a preset operator database according to the second operator list.
According to the technical scheme, word frequencies of keywords in the historical alert worksheets processed by each operator in the operator database are counted, keywords with word frequencies higher than standard values are used as label words of the operators, the keywords of the historical similar worksheets are compared with the label words of the operators in the first operator list, the alert worksheets to be assigned are sent to intelligent terminals corresponding to the operators with the lowest busyness in the operators with the label words consistent with the keywords of the historical similar worksheets, and therefore the intelligent worksheet processing system is facilitated to send the alert worksheets to be assigned to the operators with more experience of processing the alert worksheets, and further efficiency of processing the alert worksheets to be assigned is improved.
In a specific embodiment, after the generating the alert worksheet to be assigned, the method further includes:
If a confirmation instruction sent by the intelligent operator terminal is not acquired in a preset first time period, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
The to-be-assigned alarm worksheet is sent to the intelligent terminal corresponding to the found alarm processing person name;
Acquiring an operator number sent by an intelligent terminal of an alarm processor;
And sending the alarm worksheet to be assigned to the intelligent terminal corresponding to the acquired operator number.
Through the technical scheme, when the intelligent work order processing system fails and can not automatically dispatch the alarm work orders to be assigned, the alarm work orders to be assigned can be directly sent to the intelligent terminal of the alarm handler with the lowest busyness at present, and the alarm handler can manually dispatch the alarm work orders, so that even if the intelligent work order processing system fails, the alarm work orders to be assigned can be ensured to be normally dispatched.
In a specific embodiment, the method further comprises:
In a preset second time period, the alarm information is segmented by two different segmentation algorithms to obtain a plurality of alarm information fields and a plurality of comparison alarm information fields;
Comparing the alarm information field with the comparison alarm information field;
If the contrast alarm information field inconsistent with the alarm information field exists, randomly sending the alarm information field, the contrast alarm information field and the alarm information to an intelligent terminal of an alarm processor;
acquiring an error alarm information field sent by an intelligent terminal of an alarm processor and a corresponding correct alarm information field;
searching an alarm information field consistent with the error alarm information field in a preset keyword database, and modifying the alarm information field into the correct alarm information field.
According to the technical scheme, in a preset time period, the intelligent work order processing system uses a new word segmentation algorithm to analyze and extract the previously received alarm information, corrects the accuracy of the original word segmentation algorithm by comparing the word segmentation results of the new word segmentation algorithm and the original word segmentation algorithm, and corrects the result by manually checking the alarm information with different word segmentation results, so that the effect of optimizing the intelligent work order processing system is achieved.
In a second aspect, the present application provides an intelligent work order processing apparatus, which adopts the following technical scheme: the device comprises:
the alarm information acquisition module is used for acquiring alarm information;
The word segmentation analysis extraction module is used for segmenting the alarm information to obtain a plurality of alarm information fields;
The keyword comparison module is used for comparing a plurality of alarm information fields with keywords in a preset keyword database;
the fault type searching module is used for searching the fault type corresponding to the keyword in the keyword database if the keyword consistent with the alarm information field exists in the keyword database;
The alarm work order generation module is used for filling the alarm information field and the fault type corresponding to the keyword into the to-be-filled alarm work order and generating the to-be-assigned alarm work order;
and the alarm work order distribution module is used for searching an operator number in a preset operator database and sending the alarm work order to be assigned to an intelligent terminal corresponding to the operator number.
According to the technical scheme, the intelligent work order processing system acquires alarm information through the alarm information acquisition module, then performs word segmentation processing on the acquired alarm information by utilizing the word segmentation and extraction module to obtain a plurality of alarm information fields, compares the acquired alarm information fields with keywords in a preset keyword database by utilizing the keyword comparison module, searches a fault type corresponding to the keywords in the keyword database by utilizing the fault type search module if the keywords consistent with the alarm information fields exist, fills the alarm information fields and the fault types into an alarm work order to be filled in by utilizing the alarm work order generation module to generate an alarm work order to be assigned, and finally sends the alarm work order to be assigned to intelligent equipment of an operator through the alarm work order distribution module; the intelligent work order processing system can automatically generate the to-be-assigned alarm work order and send the to-be-assigned alarm work order to corresponding operators after receiving the alarm information.
In a third aspect, the present application provides a computer device, which adopts the following technical scheme: comprising a memory and a processor, said memory having stored thereon a computer program capable of being loaded by the processor and performing any of the intelligent work order processing methods described above.
In a fourth aspect, the present application provides a computer readable storage medium, which adopts the following technical solutions: a computer program capable of being loaded by a processor and executing any one of the intelligent work order processing methods described above is stored.
In summary, the present application includes at least one of the following beneficial technical effects:
1. The intelligent work order processing system analyzes and extracts the word of the content of the alarm information, the obtained alarm information fields are searched for corresponding processing schemes in a preset keyword database according to the obtained alarm information fields, the processing schemes and the alarm information fields are filled into the alarm work orders to be filled, the alarm work orders to be assigned are generated, the alarm work orders to be assigned are sent to intelligent terminals of operators, the effect that the system automatically generates the alarm work orders is achieved, the possibility of manually generating the alarm work orders is reduced, and the labor cost is reduced;
2. When the intelligent work order processing system cannot automatically generate the alarm work order to be assigned due to the fact that the alarm information which is not reported is received, the acquired alarm information is sent to an intelligent terminal of an alarm processor, after the alarm processor sends the manually generated alarm work order to be assigned and an operator number corresponding to the alarm work order to be assigned to the intelligent work order processing system, the intelligent work order processing system analyzes and extracts the alarm work order in terms of words, the acquired new alarm information fields are stored in a keyword database, the alarm work order to be assigned is sent to an intelligent terminal of a corresponding operator according to the operator number, keywords in the manually generated alarm work order to be assigned are stored in the keyword database, and when the alarm information is received again by the intelligent work order processing system, the alarm work order to be assigned can be automatically generated according to the keywords in the keyword database, and the possibility that the alarm work order is required to be manually generated by the alarm processor is reduced.
Drawings
FIG. 1 is a flow chart of a method of intelligent work order processing in an embodiment of the application.
Fig. 2 is a flow chart of sub-steps of S60 in an embodiment of the application.
Fig. 3 is a schematic diagram showing relationships among a first operator list, a second operator list, and an operator with the lowest busyness according to an embodiment of the present application.
Fig. 4 is a block diagram of an intelligent work order processing apparatus according to an embodiment of the present application.
Reference numerals: 301. an alarm information acquisition module; 302. the word segmentation analysis and extraction module; 303. keyword comparison module; 304. a fault type searching module; 305. an alarm work order generation module; 306. and an alarm work order distribution module.
Detailed Description
The application is described in further detail below with reference to fig. 1-4.
The embodiment of the application discloses an intelligent work order processing method, which is applied to an intelligent work order processing system, wherein an instruction corresponding to the method is prestored in a control center in the intelligent work order processing system, and data transmission is carried out between the intelligent work order processing system and equipment in a building through a network, wherein the equipment comprises software and hardware equipment in the building; the software device is system software and application software in a building, the hardware device is intelligent equipment such as monitoring in the building, the intelligent work order processing system comprises a keyword database for generating a to-be-assigned alarm work order and a work order database for storing a processed historical alarm work order, the keyword database can be dynamically updated, and when the intelligent work order processing system acquires an alarm information which is not reported, the alarm information is sent to an intelligent terminal of an alarm processor, the alarm processor manually generates the alarm work order, and the alarm work order is returned to the intelligent work order processing system.
As shown in fig. 1, the method comprises the steps of:
S10, acquiring alarm information.
The warning information comprises the name of the equipment with the fault in the building, the floor positioning of the equipment and the specific description of the equipment fault; specifically, the alarm information acquired by the intelligent work order processing system can be obtained in such a way that personnel in the building transmit the content of the alarm information to the intelligent work order processing system through an intelligent terminal, or software and hardware equipment in the building are connected with the intelligent work order processing system through a network, and when a certain equipment fails, the equipment can send the content of the alarm information to the intelligent work order processing system according to an equipment information list preset in an equipment memory; the intelligent terminal in this embodiment may be a mobile phone, a computer, or an intelligent watch.
S20, word segmentation is carried out on the alarm information, and a plurality of alarm information fields are obtained.
The method comprises the steps that the storage format of alarm information in an intelligent work order processing system is a text, and after the intelligent work order processing system acquires the alarm information, the alarm information is subjected to word segmentation analysis and extraction through the existing word segmentation algorithm to obtain a plurality of alarm information fields; for example: the alarm information is as follows: the monitoring camera in the area A of the building 17 is inflexible to rotate, and the alarm information fields obtained after the alarm information is analyzed and extracted by word segmentation are as follows: the monitoring camera in the area A of the building 17 is inflexible to rotate; in this embodiment, the alert information may be segmented using a keyword extraction algorithm (TF-IDF) based on statistical features.
S30, comparing the alarm information fields with keywords in a preset keyword database.
The keyword database is preset in the intelligent work order processing system, and keywords in the keyword database comprise equipment fault types and equipment fault content descriptions; specifically, the intelligent work order processing system compares the obtained alarm information field with keywords in the keyword database to find whether keywords consistent with the alarm information field exist.
And S40, if the keyword database contains keywords consistent with the alarm information field, searching the keyword database for the fault type corresponding to the keyword.
Specifically, when keywords consistent with the alarm information field exist in the keyword database, the intelligent work order processing system searches the corresponding fault type in the keyword database according to the keywords; for example: the intelligent work order processing system firstly searches keywords consistent with 'monitoring', 'camera' and 'inflexible rotation' in a keyword database, and then searches that the corresponding fault type is mechanical equipment fault according to the three keywords.
S50, filling the alarm information field and the fault type corresponding to the keyword into the to-be-filled alarm worksheet, and generating the to-be-assigned alarm worksheet.
Specifically, the intelligent work order processing system correspondingly fills the acquired alarm information fields and the corresponding fault types into an alarm work order to be filled in the intelligent work order processing system, and generates an alarm work order corresponding to the alarm information, namely the alarm work order to be assigned, wherein the alarm work order to be assigned comprises a work order ID, floor positioning, work order titles, work order content description and fault types; for example: the alarm information is as follows: the monitoring camera in the area A of the 17 building is inflexible to rotate, and the to-be-assigned alarm work order correspondingly generated by the intelligent work order processing system according to the alarm information is as follows: work order ID: 078. floor positioning: building a area and worksheet title 17: monitoring faults and describing the content of a work order: the monitoring camera is inflexible in rotation and fault type: mechanical equipment fails.
S60, searching an operator number in a preset operator database and sending the alarm worksheet to be assigned to an intelligent terminal corresponding to the operator number.
Specifically, the intelligent work order processing system searches an operator number in an operator database and sends an alarm work order to be assigned to an intelligent terminal corresponding to the operator number; the operator database is preset in the intelligent work order processing system and comprises an operator number, busyness, a processed alarm work order and a corresponding intelligent terminal address; in this embodiment, the manner in which the intelligent work order processing system searches for the operator number in the operator database may be to randomly search for an operator number, or search for an operator number according to the order of operator numbers; for example: the alarm work order to be assigned is assigned to the operator with the operator number 1, the alarm work order to be assigned is assigned to the operator with the operator number 2 next time, and the like until the operators in the operator database are all assigned the alarm work order, and then the next alarm work order to be assigned is assigned to the operator with the operator number 1 again; in addition, considering the possibility that the operator in the operator database may have a duplicate name, in this embodiment, the operator number is used as the basis for assigning the alarm worksheet to be assigned instead of the operator name, which is helpful for the intelligent worksheet processing system to still accurately assign the alarm worksheet to the intelligent terminal of the corresponding operator when two operator duplicate names occur.
The intelligent work order processing system analyzes and extracts the acquired alarm information by using a word segmentation algorithm to acquire a plurality of alarm information fields, and then fills the alarm information fields into the to-be-filled alarm work order preset in the intelligent work order processing system respectively to generate an alarm work order corresponding to the alarm information, so that the effect in automatically generating the alarm work order is realized, and the possibility of manually generating the alarm work order is reduced; the extraction of the keywords, the maintenance of the keyword database and the auxiliary training of the manual standard corpus are completed by the intelligent work order processing system, so that the possibility of making judgment manually according to accumulated experience is reduced, a large number of experienced persons are required to be input due to various operation links depending on the experience, a large number of new persons are required to be trained, and the training contents of all links are not mutually communicated; in addition, a certain degree of personnel flowing can cause historical experience loss, and higher labor cost can be generated by continuously repeating the training process, so that the automatic generation of the alarm worksheet through the intelligent worksheet processing system is beneficial to reducing the labor cost.
In one embodiment, considering that some equipment faults are urgent and may endanger personal safety of personnel located in a building or cause serious economic loss, keywords in a keyword database include equipment names, equipment fault types, equipment fault content descriptions, equipment fault priorities, and intelligent work order processing systems search corresponding fault types in the keyword database according to the keywords and search corresponding fault priorities in the keyword database according to the keywords; the device failure priority in this embodiment may be classified into four levels of emergency, high, medium, and low;
When the intelligent work order processing system generates the alarm work order to be assigned, the fault priority corresponding to the alarm information is filled into the alarm work order to be filled, so that an operator can adjust the service sequence according to the fault priority after receiving the alarm work order to be assigned, and some urgent equipment faults can be processed as soon as possible.
In one embodiment, in order to enable an operator to reasonably arrange the order of processing the alarm worksheets to be assigned after acquiring the alarm worksheets to be assigned, the keyword database further comprises failure timeliness; it is worth mentioning that the equipment failure time is the average value of the time spent by the historical alarm worksheets corresponding to the equipment failure in the worksheet database from the beginning to finish the processing, so that the equipment failure time is dynamically updated; specifically, the intelligent alarm worksheet also fills the fault timelines corresponding to the acquired alarm information into the alarm worksheets to be filled, so that operators can know the time length required to process the alarm worksheets to be assigned according to the fault timelines in the alarm worksheets to be assigned, and can process some alarm worksheets to be assigned with longer time consumption and lower priority to later time.
In one embodiment, considering that the intelligent work order processing system may receive the alarm information which has not been reported, the alarm work order cannot be automatically generated according to the keyword database, after comparing a plurality of alarm information fields with keywords in the preset keyword database, the following steps may be further performed:
When no keyword consistent with the alarm information field exists in a preset keyword database, the intelligent work order processing system cannot automatically generate an alarm work order to be assigned, and then an alarm handler corresponding to the lowest busyness is searched in a preset alarm handler database; the judging basis of the busyness in this embodiment is the number of alarm information to be processed and the number of alarm worksheets to be assigned by the current alarm processor, it is worth mentioning that considering that the time spent by the alarm processor to generate the alarm worksheets to be assigned is longer than the time spent by the alarm processor to manually dispatch the alarm worksheets to be assigned, therefore, when the busyness of the alarm processor is calculated, one alarm information to be processed is equivalent to three alarm worksheets to be assigned; for example, the first alarm handler has three alarm information to be processed, two alarm worksheets to be assigned, the second alarm handler has one alarm information to be processed, the three alarm worksheets to be assigned, the busyness of the first alarm handler is 11, the busyness of the second alarm handler is 6, the intelligent worksheet processing system sends the alarm information which is not reported to the intelligent terminal of the second alarm handler, and the second alarm handler generates the alarm worksheets to be assigned manually; when the number of the alarm handler corresponding to the lowest busyness is not one, the alarm information corresponding to the alarm worksheet to be assigned cannot be automatically generated according to the working age of the alarm handler and is sent to the intelligent terminal of the alarm handler with the larger working age.
After receiving alarm information sent by the intelligent work order processing system, an alarm processor manually generates an alarm work order to be assigned according to the alarm information, and then sends the manually generated alarm work order to be assigned and an operator number to which the alarm work order needs to be assigned to the intelligent work order processing system, and the intelligent work order processing system sends the received alarm work order to be assigned to an intelligent terminal of an operator corresponding to the operator number; after receiving the alarm information which is not reported, the intelligent work order processing system can still respond to the alarm information, so that the emergency capability of the intelligent work order processing system is improved; in addition, after the intelligent work order processing system receives the manually generated work order to be assigned with the alarm, word segmentation and extraction are carried out on the content of the alarm work order by using a word segmentation algorithm, and the obtained keywords are stored in a keyword database, so that the intelligent work order processing system can automatically generate the alarm work order according to the keyword database after receiving the same alarm information next time, and further the intelligent work order processing system can continuously optimize and improve the user experience.
As shown in fig. 2 and 3, in one embodiment, in order to increase the speed at which the alarm worksheet to be assigned is responded, the steps of searching the preset operator database for the operator number and transmitting the alarm worksheet to be assigned to the intelligent terminal corresponding to the operator number may be performed as follows:
Searching a historical alarm work order with the largest degree of the alarm work order to be assigned in a preset work order database, wherein the historical alarm work order is a historical similar work order; it is worth mentioning that the work order database stores the alarming work orders processed by all operators in the operator database and the corresponding operator numbering list of each historical alarming work order so far, the content of the history alarming worksheet also comprises a scheme adopted by an operator for processing the history alarming worksheet when the operator actually processes the history alarming worksheet, namely a final processing scheme of the history alarming worksheet; it is worth mentioning that if the similarity of the two historical alert worksheets exceeds the preset standard similarity value, only one of the historical alert worksheets is stored in the worksheet database; specifically, after an operator finishes processing a received alarm work order, the operator fills in a final processing scheme on the alarm work order through an intelligent terminal, and sends the alarm work order with the final processing scheme filled in to an intelligent work order processing system, the intelligent work order processing system calculates the similarity between the received alarm work order sent by the operator through the intelligent terminal and a historical alarm work order in a work order database, if a historical alarm work order with the similarity reaching a preset standard similarity value exists, the intelligent work order processing system does not store the received alarm work order sent by the operator through the intelligent terminal into the work order database, but stores an operator number corresponding to the operator sending the alarm work order into an operator number corresponding to the historical similar work order with the similarity reaching the standard similarity value, otherwise, stores the received alarm work order sent by the operator through the intelligent terminal and the corresponding operator number into the work order database.
After the intelligent work order processing system searches the history similar work order, the final processing scheme corresponding to the history similar work order is filled into the alarm work order to be assigned, and the final processing scheme is used as the preliminary processing scheme of the alarm work order to be assigned.
After filling a final processing scheme corresponding to the history similar worksheet into the to-be-assigned alarm worksheet, the intelligent worksheet processing system generates a first operator list according to the operator numbers corresponding to the history similar worksheets, wherein the first operator list is the operator numbers corresponding to the operators who process the history similar worksheets, and the busyness corresponding to the operator numbers in the first operator list is searched in the operator data; the busyness is the sum of products of the alarm work orders to be processed of each alarm work order type and busyness coefficients of the alarm work order types in the rest alarm work orders to be processed of operators, and the calculation formula of the busyness of the operators is as follows:
Wherein p represents an operator number, B represents a busyness, n represents a work order type of an alarm work order, n represents a work order number of the alarm work order to be processed, and represents a busyness coefficient of the work order type n, it is worth mentioning that the busyness coefficient in this embodiment is determined by a processing complexity degree and an average processing duration of each work order type, and the complexity degree is determined by factors such as the work order type, the work order priority, the number of involved people, the external assistance degree, etc., the value range is (0, 1), and in addition, a busyness online threshold is set up, and an operator exceeding the threshold does not temporarily allocate the work order until the busyness degree is lower than the threshold.
For example: the number of the remaining alarm worksheets to be processed of the operator number 1 is 5, wherein the alarm worksheet to be processed corresponding to the alarm worksheet type A is 2, the busy coefficient corresponding to the alarm worksheet type A is 0.7, the alarm worksheet to be processed corresponding to the alarm worksheet type B is 3, and the busy coefficient corresponding to the alarm worksheet type B is 0.4, then=That is, the busyness of the operator number 1 is 2.8, the sum of products of busyness coefficients of the alarm work orders to be processed corresponding to each alarm work order type in the alarm work orders to be processed of the operators is used as the busyness of the operators, the fact that the time difference spent in processing different work order types is large is considered, the actual busyness of each operator is measured more accurately, and reliable basis is provided for distributing alarm work orders to be assigned for an intelligent work order processing system.
The intelligent work order processing system sends the to-be-assigned alarm work order to the intelligent equipment of the operator with the lowest busyness in the first operator list, so that the intelligent work order processing system can distribute the to-be-assigned alarm work order to the operators with similar history alarm work order processing experience and idle at present, and the alarm information corresponding to the to-be-assigned alarm work order can be better and faster responded.
In one embodiment, to reduce the amount of calculation of the intelligent worksheet processing system in calculating the similarity between the to-be-assigned alarm worksheets and the historical alarm worksheets in the worksheet database, searching the preset worksheet database for the historical similar worksheets with the greatest similarity to the to-be-assigned alarm worksheets may be performed as follows:
The intelligent work order processing system performs word segmentation processing on work order titles and work order contents in the work orders to be assigned with alarms to obtain a plurality of first work order title fields and a plurality of first work order content fields, performs word segmentation processing on work order titles and work order contents in the historical alarms in the work order database to obtain a second work order title field and a second work order title field corresponding to each historical alarm work order in the work order database, sequentially calculates first similarity between the first work order title field and the second work order content field and second similarity between the first work order content field and the second work order content field, and then adds the first similarity and the second similarity to obtain third similarity corresponding to each pair of the first similarity and the second similarity, for example: the similarity between the first worksheet title field and the second worksheet title field of the historical alert worksheet is 90%, and the similarity between the first worksheet content field and the second worksheet content field of the historical alert worksheet is 95%, so that the third similarity between the to-be-assigned alert worksheet and the historical alert worksheet is 85%, the historical alert worksheet with the highest similarity with the to-be-assigned alert worksheet is taken as the historical similarity worksheet, and it is worth mentioning that the similarity is calculated by mapping the first worksheet title field, the second worksheet title field, the first worksheet content field and the second worksheet content field into vectors, and then by means of a space model and a cosine similarity calculation result, the cosine similarity is selected to reflect the change trend between the two, so that the accuracy of the found historical similarity worksheet is improved, and the processing efficiency of the intelligent worksheet processing system is improved.
In one embodiment, to further improve the efficiency of the operator in handling the equipment failure, searching the preset operator database for the operator number corresponding to the lowest busyness according to the first operator list may be performed as follows:
Inquiring each history alarming worksheet processed by an operator according to the operator number in a preset operator database, performing word segmentation processing on the inquired history alarming worksheets to obtain keywords of the history alarming worksheets corresponding to each operator, and counting the word frequency corresponding to each keyword, wherein under normal conditions, the frequency of the same vocabulary in a long text is higher than that in a short text, so that when counting the word frequency corresponding to the keywords, normalization processing is required to be performed on the keywords, namely the number of times of occurrence of the keywords in the current history alarming worksheets is equal to the total word number of the current history alarming worksheets, so that the word frequency of the keywords is more scientific and accurate; and setting the keywords with word frequency higher than the preset standard value as tag words corresponding to the numbers of operators.
Because each operator has a respective expression mode and can be reflected in a corresponding historical alarming work order, keyword word frequencies in the historical alarming work order processed by each operator are counted, keywords with higher word frequencies are used as label words of the operator, the word frequency high-description operator processes more work orders related to the word frequency at ordinary times, the experience of the work orders is rich, and the label words corresponding to the operators are ranked according to the word frequency. For example: the key words of the historical warning worksheet corresponding to the operator number 1 are the monitoring maintenance, the air conditioning maintenance and the elevator maintenance, the word frequency of the monitoring maintenance is 9, the word frequency of the air conditioning maintenance is 6, the word frequency of the elevator maintenance is 3, the preset standard value is 5, and the key words with the word frequency higher than the standard value are the monitoring maintenance and the air conditioning maintenance, so that the tag words of the operator corresponding to the operator number 1 are the monitoring maintenance and the air conditioning maintenance.
Performing word segmentation analysis and extraction on the content in the historical similar work order or the work order to be assigned, and comparing the obtained historical similar work order content or the key words corresponding to the work order content to be assigned with the tag words corresponding to the operator numbers in the operator database to obtain a second operator list; wherein, the operators in the second operator list are work orders related to keywords for processing more similar work orders in normal times; searching an operator number corresponding to the lowest busyness in a preset operator database according to a second operator list, and assigning the to-be-assigned alarm worksheet to an operator in the second operator list so that alarm information corresponding to the to-be-assigned alarm worksheet can be better and faster responded; if the operator number corresponding to the lowest busyness found according to the second operator list in the preset operator database is not one, inquiring the maximum priority of the current alarm worksheet to be processed of the operator with the lowest busyness in the second operator list, comparing the priority of the alarm worksheet to be assigned with the inquired maximum priority, and preferentially distributing the alarm worksheet to be assigned to the operator with the maximum priority of the current alarm worksheet not greater than the priority of the alarm worksheet to be assigned; for example: the two operator numbers corresponding to the lowest busyness in the second operator list are respectively operator number 1 and operator number 2, the highest priority in the to-be-processed alarm worksheet corresponding to the operator number 1 is high, the highest priority in the to-be-processed alarm worksheet corresponding to the operator number 2 is medium, the priority of the to-be-assigned alarm worksheet is high, and only the highest priority of the to-be-processed alarm worksheet corresponding to the operator number 2 is not greater than the priority of the to-be-assigned alarm worksheet, so that the intelligent worksheet processing system can dispatch the to-be-assigned alarm worksheet to the operator corresponding to the operator number 2; the method is beneficial to that the operator number corresponding to the lowest busyness in the second operator list is not the same, the intelligent work order system can assign the to-be-assigned alarm work order to an operator which can respond as soon as possible, and further the customer experience of the intelligent work order processing system is further improved.
In one embodiment, considering that there is a possibility that the intelligent work order processing system fails to automatically dispatch the alarm work order to be assigned, after generating the alarm work order to be assigned, the method may further include the following steps:
In a preset first period, if the intelligent work order processing system does not acquire a confirmation instruction sent by the intelligent terminal of the operator, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database, and sending a work order to be assigned to the intelligent terminal of the alarm processor with the lowest busyness; the intelligent terminal of the operator receives the alarm work order to be assigned sent by the intelligent work order processing system and then sends the alarm work order to the intelligent work order processing system for informing that the instruction of the work order to be assigned is successfully received; it should be noted that, in this embodiment, the preset first period is ten minutes after the intelligent work order processing system generates the alarm work order to be assigned; for example: the intelligent work order processing system considers that the intelligent work order processing system fails to successfully dispatch the alarm work order to be assigned if a confirmation instruction sent by the intelligent terminal of the operator is not received within ten minutes after the alarm work order to be assigned is generated; the to-be-assigned alarm work order processing system sends the to-be-assigned alarm work order to the intelligent terminal of the corresponding operator according to the operator number; therefore, when the intelligent work order processing system cannot automatically dispatch orders due to self faults, an alarm processor manually dispatches orders, and the emergency capacity of the intelligent work order processing system for processing special conditions is improved.
In one embodiment, to improve the word segmentation capability of the intelligent work order processing system and optimize the word segmentation result of the intelligent work order processing system, the intelligent work order processing method further comprises:
In a preset second time period, the alarm information acquired in the second time period is segmented through two different segmentation algorithms to obtain a plurality of alarm information fields and a plurality of comparison alarm information fields; in this embodiment, one of two different word segmentation algorithms may be keyword extraction based on statistical features, the other word segmentation algorithm may be keyword extraction based on a word graph model or keyword extraction based on a topic model, comparing an acquired alarm information field with a comparison alarm information field, if there is a comparison alarm information field inconsistent with the alarm information field, sending an alarm information field, the comparison alarm information field and alarm information where the alarm information field is located, where the alarm information field, the comparison alarm information field and the alarm information field are different, to an intelligent terminal of an alarm handler, performing result correction on alarm information with different word segmentation results according to the alarm information, and sending the corrected result to an intelligent work order processing system, where the intelligent work order processing system corrects corresponding contents in a keyword database according to the acquired correction result; for example: the preset second time period is 30 days, and the time of 30 days is taken as one period, and the period from 10:00 of the last day of one period to 12:00 of the noon of the second day is the optimization time of the intelligent work order system; the intelligent work order processing system performs result correction by throwing the alarm information into the two algorithms, so that the effect of perfecting the intelligent work order system is achieved.
FIG. 1 is a flow chart of a method of processing an intelligent work order in one embodiment. It should be understood that, although the steps in the flowchart of fig. 1 are shown in sequence as indicated by the arrows, the steps are not necessarily performed in sequence as indicated by the arrows; the steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders; and at least some of the steps in fig. 1 may include a plurality of sub-steps or stages that are not necessarily performed at the same time, but may be performed at different times, nor does the order in which the sub-steps or stages are performed necessarily occur in sequence, but may be performed alternately or alternately with at least some of the other steps or sub-steps of other steps.
Based on the method, the embodiment of the application also discloses an intelligent work order processing device.
As shown in fig. 4, the apparatus includes the following modules:
An alarm information acquisition module 301, configured to acquire alarm information;
The word segmentation analysis extraction module 302 is configured to segment the alarm information to obtain a plurality of alarm information fields;
a keyword comparison module 303, configured to compare a plurality of alert information fields with keywords in a preset keyword database;
the fault type searching module 304 is configured to search a plurality of keyword databases for a fault type corresponding to the keyword if the keyword consistent with the alarm information field exists in the keyword databases;
The alarm work order generation module 305 is configured to fill the alarm information field and the fault type corresponding to the keyword into the to-be-filled alarm work order, and generate the to-be-assigned alarm work order;
The alarm work order distribution module 306 is configured to search an operator number in a preset operator database and send an alarm work order to be assigned to an intelligent terminal corresponding to the operator number.
In one embodiment, the keyword comparison module 303 is further configured to search the preset alert handler database for the alert handler name corresponding to the lowest busyness if no keyword consistent with the alert information field exists in the keyword database;
sending the alarm information to the intelligent terminal corresponding to the found name of the alarm processing person;
Acquiring an operator number corresponding to an alarm work order to be assigned sent by an alarm processor intelligent terminal;
the method comprises the steps of segmenting content in an alarm work order to be assigned to obtain a plurality of information fields corresponding to the alarm work order to be assigned;
storing information fields corresponding to the alarm worksheets to be assigned into a keyword database;
And sending the alarm worksheet to be assigned to the intelligent terminal corresponding to the operator number.
In one embodiment, the alert worksheet generation module 305 is further configured to search a preset worksheet database for a historical similar worksheet that is the largest with the worksheet to be assigned with the alert;
Filling the final processing scheme in the history similar worksheets into the worksheets to be assigned with alarms;
searching a first operator list corresponding to a historical similar work order in a work order database;
searching an operator number corresponding to the lowest busyness in a preset operator database according to the first operator list;
And sending the alarm worksheet to be assigned to the intelligent terminal of the operator number corresponding to the lowest busyness in the first operator list.
In one embodiment, the alert worksheet generating module 305 is further configured to segment the worksheet title and the worksheet content in the alert worksheet to be assigned to obtain a first worksheet title field and a first worksheet content field;
Dividing words of work order titles and work order contents in a history alarming work order in a work order database respectively to obtain a plurality of second work order title fields and a plurality of second work order content fields;
respectively calculating the similarity between the first work order title field and a plurality of second work order title fields to obtain a plurality of first similarities;
respectively calculating the similarity between the first work order content field and a plurality of second work order content fields to obtain a plurality of second similarity;
Respectively adding the first similarity and the second similarity to obtain a third similarity;
and setting the historical alarm work order with the highest third similarity as a historical similar work order.
In one embodiment, the alert worksheet dispatching module 306 is further configured to query a preset operator database for each historical alert worksheet processed by the operator according to the operator number;
word segmentation is carried out on the content in the historical alarming worksheet, and keywords corresponding to the historical alarming worksheet are obtained;
counting the word frequency corresponding to each keyword;
Setting keywords with word frequency higher than a preset standard value as tag words corresponding to the numbers of operators;
word segmentation is carried out on the historical similar work orders to obtain keywords corresponding to the historical similar work orders;
sequentially comparing the keywords of the historical alarm worksheet with the tag words corresponding to the operator numbers in the first operator list to obtain a second operator list;
and searching an operator number corresponding to the lowest busyness in a preset operator database according to the second operator list.
In one embodiment, the alarm work order distribution module 306 is further configured to search the alarm handler name corresponding to the lowest busyness in the preset alarm handler database if the confirmation instruction sent by the operator intelligent terminal is not acquired within the preset first time period;
sending the to-be-assigned alarm worksheet to the intelligent terminal corresponding to the found alarm processing person name;
Acquiring an operator number sent by an intelligent terminal of an alarm processor;
and sending the alarm worksheet to be assigned to the intelligent terminal corresponding to the acquired operator number.
In one embodiment, the keyword database optimization module is configured to segment the alarm information by two different segmentation algorithms in a preset second time period to obtain a plurality of alarm information fields and a plurality of comparison alarm information fields;
comparing the alarm information field with the comparison alarm information field;
If the contrast alarm information field inconsistent with the alarm information field exists, the alarm information field, the contrast alarm information field and the alarm information are randomly sent to an intelligent terminal of an alarm processor;
Acquiring an error alarm information field and a correct alarm information field which are sent by an intelligent terminal of an alarm processor;
searching an alarm information field consistent with the error alarm information field in a preset keyword database, and modifying the alarm information field into a correct alarm information field.
The embodiment of the application also discloses computer equipment.
In particular, the computer device comprises a memory and a processor, the memory storing a computer program that can be loaded by the processor and that performs the above-described intelligent work order processing method.
The embodiment of the application also discloses a computer readable storage medium.
Specifically, the computer readable storage medium stores a computer program capable of being loaded by a processor and executing the intelligent work order processing method as described above, the computer readable storage medium including, for example: a usb disk, a removable hard disk, a Read-only memory (ROM), a random access memory (RandomAccessMemory, RAM), a magnetic disk, or an optical disk, or other various media capable of storing program codes.
The present embodiment is only for explanation of the present invention and is not to be construed as limiting the present invention, and modifications to the present embodiment, which may not creatively contribute to the present invention as required by those skilled in the art after reading the present specification, are all protected by patent laws within the scope of claims of the present invention.

Claims (6)

1. An intelligent work order processing method, characterized in that the method comprises the following steps:
acquiring alarm information;
Word segmentation is carried out on the alarm information to obtain a plurality of alarm information fields;
Comparing a plurality of alarm information fields with keywords in a preset keyword database;
If the keyword database contains the keyword consistent with the alarm information field, searching the keyword database for a fault type corresponding to the keyword;
Filling the alarm information field and the fault type corresponding to the keyword into an alarm work order to be filled in, and generating an alarm work order to be assigned;
inquiring each historical alarm work order processed by an operator according to the operator number in a preset operator database;
word segmentation is carried out on the content in the historical alarm work order to obtain keywords corresponding to the historical alarm work order;
counting word frequency corresponding to each keyword;
Setting the keywords with word frequency higher than a preset standard value as tag words corresponding to the operator numbers;
the alarm worksheets to be assigned are segmented to obtain keywords corresponding to the alarm worksheets to be assigned;
Comparing the keywords of the alarm worksheet to be assigned with the tag words corresponding to the numbers of operators in the operator database;
sending the alarming worksheet to be assigned to an intelligent terminal of an operator number, wherein the label word of the intelligent terminal is consistent with the keyword of the alarming worksheet to be assigned;
After comparing the alarm information fields with keywords in a preset keyword database, the method further comprises the following steps:
if the keyword database does not contain the keyword consistent with the alarm information field, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
sending the alarm information to the intelligent terminal corresponding to the found name of the alarm processing person;
Acquiring an alarm work order to be assigned sent by an alarm processor intelligent terminal, and an operator number corresponding to the alarm work order to be assigned;
word segmentation is carried out on the content in the alarm worksheet to be assigned to obtain a plurality of information fields corresponding to the alarm worksheets to be assigned;
Storing the information field corresponding to the alarm worksheet to be assigned into a keyword database;
the alarm worksheet to be assigned is sent to an intelligent terminal corresponding to the operator number;
after the generating the alarm worksheet to be assigned, the method further comprises the following steps:
If a confirmation instruction sent by the intelligent operator terminal is not acquired within a preset first time period, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
The to-be-assigned alarm worksheet is sent to the intelligent terminal corresponding to the found alarm processing person name;
Acquiring an operator number sent by an intelligent terminal of an alarm processor;
The alarm worksheet to be assigned is sent to an intelligent terminal corresponding to the acquired operator number;
The keywords in the keyword database include: device name, device failure type, device failure content description, device failure priority, and device failure aging; the equipment fault aging is dynamically updated and is the average value of the time spent by the historical alarm worksheet from the beginning to the completion of the processing; and searching the fault type corresponding to the keyword in the keyword database, and searching the corresponding fault priority in the keyword database according to the keyword, and filling the fault priority corresponding to the alarm information into the alarm work list to be filled when the alarm work list to be assigned is generated.
2. The method according to claim 1, wherein the sending the alert worksheet to be assigned to the intelligent terminal with the tag word and the operator number consistent with the keyword of the alert worksheet to be assigned specifically comprises:
searching a historical similar work order with the largest degree of the work order to be assigned with the alarm in a preset work order database;
Filling a final processing scheme in the history similar worksheets into the to-be-assigned alarm worksheets;
And sending the alarm worksheet to be assigned to an intelligent terminal of the operator number, wherein the label word of the intelligent terminal is consistent with the keyword of the alarm worksheet to be assigned.
3. The method of claim 2, wherein the to-be-assigned alert worksheet includes a worksheet title and worksheet contents, and the searching for a historical similar worksheet with the greatest degree of the to-be-assigned alert worksheet in a preset worksheet database specifically includes:
Dividing words of the work order title and the work order content in the alarm work order to be assigned respectively to obtain a first work order title field and a first work order content field;
Dividing words of work order titles and work order contents in the historical alarming work orders in the work order database respectively to obtain a plurality of second work order title fields and a plurality of second work order content fields;
respectively calculating the similarity between the first work order title field and a plurality of second work order title fields to obtain a plurality of first similarities;
respectively calculating the similarity between the first work order content field and a plurality of second work order content fields to obtain a plurality of second similarity;
Respectively adding the first similarity and the second similarity to obtain a third similarity;
and setting the historical alarm work order with the highest third similarity as a historical similar work order.
4. An intelligent work order processing apparatus, the apparatus comprising:
An alarm information acquisition module (301) for acquiring alarm information;
The word segmentation analysis extraction module (302) is used for segmenting the alarm information to obtain a plurality of alarm information fields;
a keyword comparison module (303) for comparing a plurality of alarm information fields with keywords in a preset keyword database;
the fault type searching module (304) is used for searching the fault type corresponding to the keyword in the keyword database if the keyword consistent with the alarm information field exists in the keyword database;
The alarm work order generation module (305) is used for filling the alarm information field and the fault type corresponding to the keyword into an alarm work order to be filled in and generating an alarm work order to be assigned;
the alarming work order dispatching module (306) is used for inquiring the history alarming work orders processed by each operator according to the operator numbers in a preset operator database;
word segmentation is carried out on the content in the historical alarm work order to obtain keywords corresponding to the historical alarm work order;
counting word frequency corresponding to each keyword;
Setting the keywords with word frequency higher than a preset standard value as tag words corresponding to the operator numbers;
the alarm worksheets to be assigned are segmented to obtain keywords corresponding to the alarm worksheets to be assigned;
Comparing the keywords of the alarm worksheet to be assigned with the tag words corresponding to the numbers of operators in the operator database;
sending the alarming worksheet to be assigned to an intelligent terminal of an operator number, wherein the label word of the intelligent terminal is consistent with the keyword of the alarming worksheet to be assigned;
After comparing the alarm information fields with keywords in a preset keyword database, the method further comprises the following steps:
if the keyword database does not contain the keyword consistent with the alarm information field, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
sending the alarm information to the intelligent terminal corresponding to the found name of the alarm processing person;
Acquiring an alarm work order to be assigned sent by an alarm processor intelligent terminal, and an operator number corresponding to the alarm work order to be assigned;
word segmentation is carried out on the content in the alarm worksheet to be assigned to obtain a plurality of information fields corresponding to the alarm worksheets to be assigned;
Storing the information field corresponding to the alarm worksheet to be assigned into a keyword database;
the alarm worksheet to be assigned is sent to an intelligent terminal corresponding to the operator number;
after the generating the alarm worksheet to be assigned, the method further comprises the following steps:
If a confirmation instruction sent by the intelligent operator terminal is not acquired within a preset first time period, searching an alarm processor name corresponding to the lowest busyness in a preset alarm processor database;
The to-be-assigned alarm worksheet is sent to the intelligent terminal corresponding to the found alarm processing person name;
Acquiring an operator number sent by an intelligent terminal of an alarm processor;
The alarm worksheet to be assigned is sent to an intelligent terminal corresponding to the acquired operator number;
The keywords in the keyword database include: device name, device failure type, device failure content description, device failure priority, and device failure aging; the equipment fault aging is dynamically updated and is the average value of the time spent by the historical alarm worksheet from the beginning to the completion of the processing; and searching the fault type corresponding to the keyword in the keyword database, and searching the corresponding fault priority in the keyword database according to the keyword, and filling the fault priority corresponding to the alarm information into the alarm work list to be filled when the alarm work list to be assigned is generated.
5. A computer device comprising a memory and a processor, the memory having stored thereon a computer program capable of being loaded by the processor and performing the method according to any of claims 1 to 3.
6. A computer readable storage medium, characterized in that a computer program is stored which can be loaded by a processor and which performs the method according to any of claims 1 to 3.
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