SUPPORT MANAGEMENT METHOD, SUPPORT MANAGEMENT SYSTEM AND INFORMATION PROCESSING DEVICE
First Claim
1. A support management method used with a management device for supporting a trouble-shooting measure against a fault in an external device, the support management method comprising:
- receiving fault information on the fault that has occurred in the external device;
a installation place acquisition unit for acquiring an installation place of the external device in which the fault has occurred, on the basis of the receiving fault information;
a repair procedure acquisition unit for acquiring a repair procedure representing a list of candidates of qualified maintenance persons and an outline of the fault that can be dealt with by the maintenance persons included in the list, on the basis of a relation between the outline of the fault and the fault represented by the receiving fault information;
acquiring a job situation of the one or more qualified maintenance persons included in the list; and
transmitting in priority a trouble-shooting instruction against the fault to a communication terminal unit of an optimum qualified maintenance person selected based on a relation between the acquired installation place and the job situation of a maintenance person.
1 Assignment
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Accused Products
Abstract
A trouble-shooting measure against a fault in an external device installed at a remote place is supported by receiving fault information on the fault that has occurred in the external device, acquiring an installation place of the external device in which the fault has occurred, a repair procedure acquisition unit for acquiring a repair procedure representing a list of candidates of qualified maintenance persons and an outline of the fault that can be dealt with by the maintenance persons included in the list, acquiring a job situation of the maintenance person, and transmitting a trouble-shooting instruction against the fault to a communication terminal unit of a qualified maintenance person in accordance with the acquired repair procedure. Further, trouble-shooting instruction is transmitted in priority to an optimum maintenance person selected based on a relation between the acquired repair procedure and the job situation.
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Citations
13 Claims
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1. A support management method used with a management device for supporting a trouble-shooting measure against a fault in an external device, the support management method comprising:
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receiving fault information on the fault that has occurred in the external device; a installation place acquisition unit for acquiring an installation place of the external device in which the fault has occurred, on the basis of the receiving fault information; a repair procedure acquisition unit for acquiring a repair procedure representing a list of candidates of qualified maintenance persons and an outline of the fault that can be dealt with by the maintenance persons included in the list, on the basis of a relation between the outline of the fault and the fault represented by the receiving fault information; acquiring a job situation of the one or more qualified maintenance persons included in the list; and transmitting in priority a trouble-shooting instruction against the fault to a communication terminal unit of an optimum qualified maintenance person selected based on a relation between the acquired installation place and the job situation of a maintenance person.
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2. A support management computer system for supporting a trouble-shooting measure against a fault that has occurred in an external device installed at a remote place, the support management system comprising:
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a computer processor executing a receiving unit for receiving fault information on the fault that has occurred in the external device; a installation place acquisition unit for acquiring an installation place of the external device in which the fault has occurred, on the basis of the receiving fault information; a repair procedure acquisition unit for acquiring a repair procedure representing a list of candidates of qualified maintenance persons and an outline of the fault that can be dealt with by the maintenance persons included in the list, on the basis of a relation between the outline of the fault and the fault represented by the receiving fault information; a job situation acquisition unit for acquiring a job situation of the one or more qualified maintenance persons included in the list; and a transmission unit for transmitting in priority a trouble-shooting instruction against the fault to a communication terminal unit of an optimum qualified maintenance person selected from the candidates of qualified maintenance persons based on a relation between the acquired installation place and the job situation of a maintenance person. - View Dependent Claims (3, 4, 5, 6, 7)
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8. An information processing device comprising:
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a computer readable recording medium; and a computer processor executing storing in the computer readable recording medium received fault information on a fault developed in an external device installed at a remote place; acquiring an installation place of the external device in which the fault has occurred, on the basis of the receiving fault information; acquiring a repair procedure representing a list of candidates of qualified maintenance persons and an outline of the fault that can be dealt with by the maintenance persons included in the list, on the basis of a relation between the outline of the fault and the fault represented by the receiving fault information; acquiring a job situation of one or more maintenance person included in the list; and selecting an optimum maintenance person from among the qualified maintenance persons based on a relation between the acquired installation place and the job situation of a maintenance person; and transmitting a trouble-shooting instruction to a communication terminal unit of an optimum qualified maintenance person, according to the selecting. - View Dependent Claims (9, 10, 11, 12, 13)
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Specification