JPH0330032A - Fault coping information offering system - Google Patents

Abstract

PURPOSE:To know the procedure, the contents and the method for coping from a computer and to quickly execute the coping by inputting immediately a help request, etc., by a user, when a fault occurs in the course of operation by using a system program. CONSTITUTION:When a fault occurs, a user requests a help by using a fault contents input means 1. The user inputs the error contents and the fault contents. An information offer control means 2 controls the retrieval of a coping procedure to a coping procedure retrieving means 3, the supply of the coping contents to a coping contents offering means 4, the presentation of a countermeasure department to a coping method output means 5, etc. The coping procedure retrieving means 3 retrieves a file 6 and fetches the coping procedure. The coping contents offering means 5 outputs the fetched coping procedure and coping method. According to this constitution, collection data required for the processing department can be collected in a short time.

Description

DETAILED DESCRIPTION OF THE INVENTION [Industrial field in Icheon] The present invention relates to a fault handling information providing system, and more particularly to a fault handling information providing system that provides handling information for a fault occurring in an operating computer. [Background Art] With the recent development of computers, the number of system programs has become increasingly diverse and continues to increase. Along with this, the number of error messages that occur when a failure occurs is becoming increasingly diverse. On the other hand, as system programs have become more complex, the number of emergency responses to serious failures has also increased. Therefore, shortening the failure recovery time is strongly demanded by computer users. Conventional failure handling information provision methods provide users with a huge amount of instructions (manuals) to deal with failures, including failure handling procedures, failure handling details, and failure handling departments.
Provided by. Therefore, when a failure such as an error message output occurs in a system program that is running on a system program, the user has to refer to a large number of manuals to learn how to deal with the problem based on the output error message. We are investigating and taking action according to the results of the investigation. However, when a failure cannot be recovered by this method, the user contacts maintenance personnel.

Therefore, maintenance personnel immediately rush to take measures, but in the case of a serious failure that even maintenance personnel cannot deal with, the maintenance personnel will contact the development department or other handling department and dump the dump at the direction of the handling department. Collects collected data such as information, console sheet information, and output result information, temporarily restores the computer, and then sends the collected data to the handling department to investigate the failure. ．． [Problems to be Solved by the Invention] The above-mentioned conventional fault handling information provision method has been designed to prevent users from receiving output error messages as the number of system programs increases and error messages become more diverse. In addition, the problem is that it takes a long time to deal with the problem, as it involves researching how to deal with it using a huge manual and then taking action based on the results of the investigation. In addition, in the case of a major failure, the conventional fault response information provision method requires maintenance personnel to rush to the troubleshooting department, and then collect data under the direction of the troubleshooting department, which requires much more time. It has drawbacks.

An object of the present invention is that when a fault occurs in a computer that is operating using a system program, the user can immediately obtain troubleshooting procedures from the computer by inputting an assistance request for troubleshooting methods and the details of the fault. Another object of the present invention is to provide a fault handling information providing method that can output fault handling methods including the fault handling details and the fault handling department. [Means for Solving the Problems] The troubleshooting information providing method of the present invention provides: (A) When a troubleshooting method such as outputting an error message occurs in a computer operating using a system program, a troubleshooting method is provided. (B) a fault content input means for inputting a requested assistance request and fault details indicating the error details and usage environment; an information provision control means for controlling the provision of troubleshooting information including supply of troubleshooting details and presentation of troubleshooting department; (C) receiving a search instruction for troubleshooting procedures from the information provision control means and inputting the troubleshooting details; (D) a troubleshooting procedure search means for searching a troubleshooting information storage file that stores troubleshooting information using the error content input from the means and the troubleshooting information indicating the usage environment, and retrieving a troubleshooting procedure; Upon receiving an instruction to supply the troubleshooting details and a display instruction of the troubleshooting department from the information provision control means, the troubleshooting details and troubleshooting department corresponding to the troubleshooting procedure searched by the troubleshooting procedure search means are retrieved from the troubleshooting section. (E) A troubleshooting means for providing troubleshooting information read from a troubleshooting information storage file; A countermeasure method output means for outputting a method.

〔Example〕 Next, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a block diagram showing an embodiment of the fault handling information providing method of the present invention. As shown in Figure 1, failure details input 1,000 stages is a computer running a system program, and when a failure such as an error message output occurs, the user presses the help key on the console. The user inputs an assistance request asking for troubleshooting methods, and the user instructs the identification code (ID) of the output error message etc. in a conversational manner with the console, and inputs the trouble details indicating the error content and usage environment. are doing. In addition, the information provision control means 2 receives an assistance request for a troubleshooting method from the trouble content input means, searches for troubleshooting procedures for troubleshooting step 3, and searches for troubleshooting steps for troubleshooting step 4. It controls the provision of troubleshooting information including the supply of troubleshooting details and presentation of troubleshooting department for the troubleshooting method output stage 5.

Therefore, the countermeasure procedure search means 3 receives a search instruction for troubleshooting procedures from the information provision control 1000 steps 2, and uses the error details input from the fault content input means 1 and the fault details indicating the usage environment. A failure handling information storage file 6 that stores failure handling information is searched, and a failure handling procedure is retrieved.

Next, the countermeasure content providing means 4 receives the instruction to supply the troubleshooting details and the presentation of the trouble handling department from the information provision control 1000-stage 2, and responds to the response procedure searched in the 1000-stage troubleshooting procedure search 3. The troubleshooting details and the troubleshooting department such as the development department are read from the troubleshooting information storage file 6.

The countermeasure output means 5 outputs the troubleshooting procedure retrieved in the troubleshooting step search step 3, the troubleshooting details read by the countermeasure content providing means 4, and the troubleshooting department such as the development department. A countermeasure is output.

As described above, in the fault handling information provision method of this embodiment, when a fault occurs in a computer that is running using a system program, the user inputs an assistance request requesting a troubleshooting method and the details of the fault. By doing so, the computer can immediately output the troubleshooting procedure, the troubleshooting details, and the troubleshooting department including the troubleshooting department.

〔Effect of the invention〕

As explained above, in the troubleshooting information providing method of the present invention, when a trouble occurs in a computer running using a system program, the user inputs a request for assistance requesting a troubleshooting method and details of the fault. This has the effect that the computer can immediately output the troubleshooting procedure, the troubleshooting details, and the troubleshooting department, including the troubleshooting department. As a result, the troubleshooting information providing method of the present invention allows the user to immediately know the troubleshooting procedure from the computer, the troubleshooting details, and the troubleshooting department, and immediately implement the troubleshooting method. This has the effect of making it possible to collect the collected data necessary for the treatment department in a significantly shorter time.

[Brief explanation of drawings]

FIG. 1 is a block diagram showing an embodiment of the failure handling information providing system of the present invention. 1--Fault content input means, 2--Information provision control means, 3--Countermeasure procedure search means, 4--.
...Countermeasure content providing means, 5.--Countermeasure method output means, 6.--.Tea damage countermeasure information storage file.

Claims (1)

[Scope of Claims] (A) When a fault occurs in a computer operating using a system program, such as outputting an error message, an assistance request for a troubleshooting method and fault details indicating the content of the error and usage environment. (B) Upon receiving a request for assistance from the fault content input means for a fault handling method, the fault content input means includes searching for a fault handling procedure, supplying the fault handling details, and presenting the fault handling department. (C) an information provision control means for controlling the provision of fault handling information; (C) a fault indicating the error content and usage environment input from the fault content input means upon receiving a search instruction for troubleshooting procedures from the information provision control means; a handling procedure search means for searching a failure handling information storage file storing handling information for the failure using the contents and retrieving the handling procedure for the failure; (D) an instruction for supplying the contents of handling the failure from the information provision control means; upon receiving an instruction to present a troubleshooting department, a countermeasure content providing means reads from the troubleshooting information storage file the troubleshooting details and troubleshooting department corresponding to the troubleshooting procedure searched by the troubleshooting procedure search means; E) a countermeasure output means for outputting a troubleshooting procedure retrieved by the troubleshooting procedure search means and a troubleshooting method including the troubleshooting details and troubleshooting department read by the troubleshooting content providing means. Characteristic failure handling information provision method.