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Questionnaire processing method and questionnaire processing system

A problem-handling, single-processing technology, applied in the field of communications, which can solve problems such as difficulty in achieving targeted data collection

Inactive Publication Date: 2018-06-05
BEIJING HUAWEI DIGITAL TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] This application provides a method for processing problem tickets and a problem ticket processing system to solve the problem in the prior art that it is difficult to achieve targeted data collection when the operation and maintenance personnel do not know the cause of the fault

Method used

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  • Questionnaire processing method and questionnaire processing system
  • Questionnaire processing method and questionnaire processing system
  • Questionnaire processing method and questionnaire processing system

Examples

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Embodiment Construction

[0049] In order to make the purpose, technical solution and advantages of the application clearer, the application will be further described in detail below in conjunction with the accompanying drawings.

[0050] Such as figure 2 As shown, a schematic diagram of an application scenario of the method for processing trouble tickets in the embodiment of the present application. When a customer such as an operator discovers a network failure, he can inform the customer service personnel of the equipment manufacturer to describe the phenomenon after the network failure occurs. The problem ticket input module in the problem ticket processing system records the text information describing the network failure in the problem ticket, wherein the problem ticket can be as follows image 3 As shown, the problem list includes the serial number, fault type, fault device type, fault device version, fault phenomenon, diagnosis process, and the cause of the fault. Among them, the customer ser...

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Abstract

The invention discloses a questionnaire processing method and a questionnaire processing system, relates to the technical field of communication, and aims at solving the problem that targeted data acquisition is difficult to realize in the prior art. The method comprises the following steps of: after a first questionnaire is received by the questionnaire processing system, determining a target keyword set; and searching a keyword set which is mostly similar to the target keyword set from a pre-stored corresponding relationship table of keyword sets and acquisition strategies according to a preset algorithm; and finally outputting a second questionnaire. According to the method, the second questionnaire can be output, so that operation and maintenance personnel not only can see text information, for describing network failures, on the questionnaire, but also can check the acquisition strategies so as to acquire data for diagnosing the network failures in a targeted manner on the basis of the acquisition strategies on the second questionnaire, thereby reducing the workload of the operation and maintenance personnel in the process of diagnosing the network failures and then improvingthe efficiency of diagnosing the network failures.

Description

technical field [0001] The present application relates to the technical field of communication, and in particular to a method for processing a question list and a system for processing a question list. Background technique [0002] At present, after discovering a network fault, a customer (such as an operator) submits a problem ticket to a problem ticket processing system of an equipment manufacturer, where text information describing the network fault is recorded in the problem ticket. Such as figure 1 As shown, after receiving the trouble ticket, the trouble ticket processing system determines that the trouble ticket is an unprocessed trouble ticket, sends the trouble ticket to the trouble ticket distribution system, and distributes it to the front-line operation and maintenance personnel through the trouble ticket distribution system terminal, and then go to the customer site to solve the problem based on the text information describing the network failure recorded in th...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06Q10/00
CPCG06F16/313G06F16/374G06Q10/20
Inventor 吴俊张亮谢于明程康薛莉
Owner BEIJING HUAWEI DIGITAL TECH
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