JP7550002B2 - Maintenance Support System - Google Patents

Description

The present invention relates to technology that assists in double-checking maintenance work.

For example, if an incident occurs in a company's information processing system, such as some functions ceasing or not working properly, the maintenance company will be asked to restore the system.

The maintenance company uses error messages and other clues occurring in the information processing system being maintained to detect the fault that is causing the incident and then works to repair the fault.

In particular, identifying the cause early on is important for speeding up system recovery. Therefore, it may be possible to turn the procedures for diagnosing information processing systems from the perspective of fault detection into knowledge, thereby improving the efficiency of the work.

JP 2018-112875 A JP 2018-112876 A JP 2018-195127 A

However, even if procedures are standardized through knowledge, there are aspects that depend on the skills of the workers. For example, workers may not understand the content of the procedures or may misunderstand them.

Especially in a remote work environment, there is a risk that worker errors will be overlooked because there is no one nearby to supervise. One way to mitigate this risk is for a reviewer to remotely monitor the work and double-check the knowledge procedures.

The present invention was developed based on the recognition of the above problems, and its main purpose is to enable smooth double-checking of maintenance work in a remote environment.

A maintenance support system in one aspect of the present invention includes a first user terminal used by a person who performs maintenance work on an information system, a second user terminal used by a person who reviews the status of the maintenance work, and a maintenance support device that provides data on a procedure manual screen for the maintenance work to the first user terminal and the second user terminal. The maintenance support device has a screen transmission unit that transmits data on the procedure manual screen including the contents of a plurality of steps that sequence the maintenance work, a first UI (user interface) part for checking the person who performs the work corresponding to each step, and a second UI part for checking the person who reviews the work. The first user terminal has a first screen reception unit that receives the data on the procedure manual screen, and a first screen display unit that displays the first procedure manual screen based on the received data on the procedure manual screen. The second user terminal has a second screen reception unit that receives the data on the procedure manual screen. The first user terminal has a first check operation receiving unit that receives a check operation on the first UI part on the first procedure manual screen, and a first check notification sending unit that sends an implementer check notification that identifies the first UI part that has been checked, and the second user terminal has a second check notification receiving unit that receives the implementer check notification, a second check result display unit that switches the first UI part on the second procedure manual screen to a checked state based on the received implementer check notification, a second check operation receiving unit that receives a check operation on the second UI part on the second procedure manual screen, and a second check notification sending unit that sends a re-examiner check notification that identifies the second UI part that has been checked.

The present invention makes it possible to smoothly double-check maintenance work in a remote environment.

FIG. 1 is a diagram illustrating an example of the configuration of a maintenance support system. FIG. 1 is a diagram illustrating an overview of cooperation in a maintenance support system. FIG. 13 is a diagram illustrating an example of a diagnostic knowledge list screen. FIG. 13 is a diagram illustrating an example of a diagnostic knowledge screen. FIG. 13 is a diagram showing an example of a usage conditions window. FIG. 13 is a diagram showing an example of a procedure manual screen. 7A is a diagram showing an example of a procedure manual screen (unchecked stage) for a executor, and FIG 7B is a diagram showing an example of a procedure manual screen (unchecked stage) for a reviewing examiner. Fig. 8(A) is a diagram showing an example of the procedure manual screen for the executor (executor check stage of the first step). Fig. 8(B) is a diagram showing an example of the procedure manual screen for the re-examiner (executor check stage of the first step). 9A is a diagram showing an example of the procedure manual screen of the executor (the re-appraiser check stage of the first step). FIG. 9B is a diagram showing an example of the procedure manual screen of the re-appraiser (the re-appraiser check stage of the first step). Fig. 10(A) is a diagram showing an example of the procedure manual screen for the executor (executor check stage of the second step). Fig. 10(B) is a diagram showing an example of the procedure manual screen for the re-examiner (executor check stage of the second step). FIG. 13 is a diagram showing an example of an error message to a projector due to non-participation of a repeat project FIG. 13 is a diagram showing an example of an error message to an applicant due to failure to check a second examiner. FIG. 13 is a diagram showing an example of an error message to a repeat viewer due to failure to check by the person who executed the request. FIG. 13 is a diagram illustrating a method for transferring a check notification. FIG. 2 is a functional block diagram of a maintenance support server. FIG. 13 is a data structure diagram of a usage history. FIG. 13 is a data structure diagram of a participant table. FIG. 2 is a functional block diagram of a user terminal. FIG. FIG. 4 is a data structure diagram of a check table. FIG. 13 is a diagram showing the sequence (first half) on the execution side. FIG. 13 is a diagram showing the sequence (second half) on the execution side. FIG. 13 is a diagram showing the sequence on the part of a repeat viewer. 13 is a flowchart (first half) of a executor procedure manual process. 13 is a flowchart (second half) of a executor procedure manual process. 13 is a flowchart (first half) of a re-examiner procedure manual process. 13 is a flowchart (second half) of a re-examiner procedure manual process. FIG. 11 is a diagram showing a sequence in the first modified example.

[Embodiment]
FIG. 1 is a diagram illustrating an example of the configuration of a maintenance support system.
This example relates to the maintenance of various information processing systems such as an in-house system that supports business operations and a Web system for electronic commerce, etc. These systems that are the subject of maintenance are called "maintenance target systems." In Fig. 1, maintenance target systems 200a and 200b are shown as examples.

The user terminals 400a to 400c used by the maintenance personnel can be connected to the maintenance target systems 200a and 200b, the maintenance support server 300, and the WEB conference server 100 via a network. The maintenance support server 300 provides services that support the maintenance work of the maintenance personnel.

When an incident (such as a failure) occurs in the maintenance target system 200a, 200b, a notification is sent to the maintenance support server 300. A maintenance worker who is informed of the occurrence of the incident accesses the target node where the incident occurred in the maintenance target system 200a, 200b from the user terminal 400. The maintenance worker diagnoses the incident and repairs it by remotely operating the target node.

The procedure for diagnosing an incident is defined in diagnostic knowledge and child knowledge. The diagnostic knowledge sent from the maintenance support server 300 is displayed on the user terminal 400, and a procedure manual based on the child knowledge that constitutes the diagnostic knowledge is also displayed. Maintenance personnel can refer to these while performing their work. The same applies to repair procedures.

In this example, maintenance personnel work in pairs to double-check the work. The maintenance personnel who performs the work (hereafter referred to as the "performer") uses user terminal 400a, and the maintenance personnel who checks the performance status of the performer (hereafter referred to as the "reviewer") uses user terminal 400b.

The maintenance personnel in a group are not necessarily in the same place, but may be in different locations. Therefore, the reviewer needs to remotely view the execution status of the executor. The screen displayed when the executor remotely operates the target node on the user terminal 400a (hereinafter referred to as the "target node operation screen") is shared with the user terminal 400b. For this reason, the screen transfer function of the WEB conference server 100 is used.

FIG. 2 is a diagram showing an overview of cooperation in the maintenance support system.
In this example, it is assumed that an incident has occurred in the maintenance target system 200a. The implementer remotely operates the target node of the maintenance target system 200a from a user terminal 400a. A target node operation screen 402a displayed on the implementer's user terminal 400a when remotely operating the target node is transferred to the reviewing person's user terminal 400b via the WEB conference server 100 and displayed as a target node operation screen 402b. The reviewing person looks at the target node operation screen 402b and determines whether the work content of the implementer is correct. The reviewing person does not perform remote operation on the maintenance target system 200a.

The maintenance support screen 404a is provided by the maintenance support server 300 in response to the operation of the person who performs the maintenance on the user terminal 400a. Similarly, the maintenance support screen 404b is provided by the maintenance support server 300 in response to the operation of the reviewer on the user terminal 400b. In other words, the maintenance support screen 404a and the maintenance support screen 404b are provided independently. In order to confirm the work content of the reviewer, the reviewer displays the maintenance support screen 404b, which has the same content as the maintenance support screen 404a that the reviewer is viewing. Specifically, the maintenance target system list screen, the diagnostic knowledge list screen (Figure 3), the diagnostic knowledge screen (Figure 4), and the procedure manual screen (Figure 6), which will be described later, correspond to the maintenance support screen 404.

In this way, work is performed based on established knowledge, so maintenance content is standardized and does not depend on the skills of the maintenance personnel. In addition, double-checking can prevent mistakes such as misunderstandings and oversights.

FIG. 3 is a diagram showing an example of a diagnostic knowledge list screen.
The diagnostic knowledge list screen displays diagnostic knowledge recommended by the maintenance support server 300 for the occurred incident. Specifically, the names of the recommended diagnostic knowledge are displayed in diagnostic knowledge name display areas 500a to 500c. In this example, "Mailbox Abnormal Diagnosis", "Operating System Hang-up Diagnosis", and "Network Link Down Diagnosis" are recommended as diagnostic knowledge.

The practitioner clicks on one of the diagnostic knowledge name display areas 500a to 500c to select the diagnostic knowledge to be used. Next, when the diagnostic knowledge display button 504 is clicked, the selected diagnostic knowledge screen is displayed.

FIG. 4 is a diagram showing an example of a diagnostic knowledge screen.
The name of the diagnostic knowledge selected by the practitioner is displayed in a diagnostic knowledge name display area 600. An outline of the diagnostic knowledge selected by the practitioner is displayed in a diagnostic knowledge summary display area 602. In this example, the diagnostic knowledge named "Mailbox Abnormal Diagnosis" is shown to be for "detecting abnormalities related to mailboxes."

The child knowledge name display areas 604a and 604b display the names of the child knowledge contained in the diagnostic knowledge. In the example diagnostic knowledge "Mailbox abnormality diagnosis", two child knowledge are set. The child knowledge name display area 604a indicates that the first child knowledge is "Confirmation of mail DB connection", and the child knowledge name display area 604b indicates that the second child knowledge is "Confirmation of mail queue backlog".

If the practitioner wishes to use this diagnostic knowledge in a group, he or she clicks the knowledge use mode start button 608. When the knowledge use mode start button 608 is clicked, a usage conditions window is displayed. The usage conditions window will be described later in relation to FIG. 5.

When the practitioner executes the procedure of this diagnostic knowledge, the practitioner clicks the procedure manual display button 606. When the procedure manual display button 606 is clicked, a procedure manual screen showing the procedures of each child knowledge is displayed.

In this example, as described later in relation to Figure 6, a procedure manual screen is displayed that includes the procedures for the knowledge "Check the connection of the mail database" and the child knowledge "Check the backlog of mail in the queue." The practitioner performs the tasks of the child knowledge "Check the connection of the mail database" and the child knowledge "Check the backlog of mail in the queue" according to these procedures.

When the executor confirms that the mail DB is connected normally through the child knowledge "Confirm mail DB connection", the executor judges it as "1: Connected <Normal>". On the other hand, if it is found that the mail DB is not connected normally, the executor judges it as "2: Not connected <Abnormal>".

When the executor confirms through the child knowledge "Check mail queue congestion" that there is no mail queue congestion, the executor judges it as "1: No congestion <Normal>". On the other hand, if it is found that there is mail queue congestion, the executor judges it as "2: Mail queue congestion <Abnormal>".

Diagnostic knowledge derives a diagnostic result according to the judgment results of each child knowledge. The pattern for deriving a diagnostic result is called a "diagnostic pattern." Diagnostic patterns are also displayed on the diagnostic knowledge screen. In the diagnostic knowledge for "mailbox abnormality diagnosis" shown as an example, diagnostic pattern 1, diagnostic pattern 2, and diagnostic pattern 3 are provided.

If the result of the child knowledge "Check the connection of the mail database" is "2: Not connected <Abnormal>", it corresponds to diagnostic pattern 1, and the occurrence of the failure "Not connected to the mail database" is diagnosed. Note that if it corresponds to diagnostic pattern 1, there is no need to perform the "Check for backlogged mail queue" operation.

The diagnostic pattern 1 fault "Mail DB disconnected" is associated with repair knowledge "Mail DB reconnection." When it is determined that diagnostic pattern 1 applies, the implementer can click the repair knowledge button 616a to move to the repair knowledge screen for "Mail DB reconnection." This repair knowledge screen displays the procedure for repairing the "Mail DB disconnected" fault. The implementer can refer to this procedure to carry out repair work for diagnostic pattern 1.

If the result of the child knowledge "Check connection of email DB" is "1: Connected <Normal>" and the result of the child knowledge "Check email queue congestion" is "2: Congested <Abnormal>", it corresponds to diagnosis pattern 2 and the occurrence of the "Email queue congestion" fault is diagnosed.

The diagnostic pattern 2 fault "mail queue backlog" is associated with the repair knowledge "restart problematic process." When it is determined that diagnostic pattern 2 applies, the implementer can click the repair knowledge button 616b to move to the repair knowledge screen for "restart problematic process." This repair knowledge screen displays the procedure for repairing the "mail queue backlog" fault. The implementer can refer to this procedure to carry out repair work for diagnostic pattern 2.

If the judgment result of the child knowledge "Check connection of mail DB" is "1: Connected <Normal>" and the judgment result of "Check backlog of mail queue" is "1: No backlog <Normal>", it corresponds to diagnostic pattern 3 and the result is "Failure not detected". In this case, it means that the diagnostic knowledge "Mailbox abnormality diagnosis" was not suitable for finding the cause of the incident. If the implementer clicks the back button 618, they can return to the diagnostic knowledge list screen and reselect the diagnostic knowledge.

FIG. 5 is a diagram of the Terms of Use window.
The usage conditions window is used to set the conditions (hereinafter referred to as "usage conditions") for using diagnostic knowledge in a group. A knowledge usage key is input in the knowledge usage key input area 800. The knowledge usage key is a key for identifying a chat room, which will be described later in relation to FIG. 14. When using diagnostic knowledge in a group for the first time in relation to a new incident, the message "A new knowledge usage key will be issued" is displayed, and input of the knowledge usage key is omitted.

In the target node ID selection area 802, the ID of the target node to be remotely operated is selected. Candidates for the target node ID are obtained from the system configuration data storage unit held by the maintenance support server 300.

The date and time of the incident is entered in the incident occurrence date and time input field 804. In this example, the maintenance support server 300 sets the most recent incident occurrence date and time as the default value.

When the implementer clicks the Confirm button 806, the knowledge usage key, the target node ID, and the date and time of the incident occurrence are sent to the maintenance support server 300 as the usage conditions of the diagnostic knowledge. The maintenance support server 300, which has received the usage conditions of the diagnostic knowledge, creates a new room and issues a new knowledge usage key. Details will be described later in relation to FIG. 14.

FIG. 6 is a diagram showing an example of a procedure manual screen.
The procedure manual screen displays the work content and confirmation content of each step included in the procedure of each child knowledge included in the diagnostic knowledge. In this example, the first step to the fourth step are displayed. The procedure manual name display area 700 displays the name of the procedure manual (diagnostic knowledge name).

To start the re-view mode, click the start re-view mode button 702. The re-view mode is a mode in which a re-viewer participates and performs a double check. When the start re-view mode button 702 is clicked, a knowledge usage key input window (not shown) for inputting a knowledge usage key is displayed.

The knowledge usage key entered in the knowledge usage key input window is sent to the maintenance support server 300. The knowledge usage key is used to register the user terminal 400 in a chat room. This will be described in detail later in relation to FIG. 14. If the knowledge usage key can be identified as part of a series of processes, this knowledge usage key is automatically set as a default value. In addition, the usage history may be displayed and the knowledge usage key corresponding to the usage conditions to be participated in may be indirectly entered by selecting the usage conditions. The usage history will be described later in relation to FIG. 16.

Figure 6 shows the state when the re-view mode has started. If the mode is not re-view mode, only the executor check boxes 706a-706d are displayed, but if the mode is re-view mode, the executor check boxes 706a-706d and the re-viewer check boxes 708a-708d are displayed for each step.

In addition, in the re-view mode, participation buttons 704a to 704c are displayed for selecting the role of the maintenance personnel in the re-view mode. When the maintenance personnel participates as the executor, the executor participation button 704a is selected. When the maintenance personnel participates as the re-examiner, the re-examiner participation button 704b is selected. In addition to the executor and re-examiner, the maintenance personnel can also participate as a viewer who views the status of the work. When the maintenance personnel participates as a viewer, the viewer participation button 704c is selected. These roles are stored in the participant table. The participant table will be described later in relation to FIG. 17.

When the Executor Participation button 704a is selected, the maintenance staff can click to check the Executor checkboxes 706a to 704d, but clicking on the Re-evaluator checkboxes 708a to 708d is not accepted. On the other hand, when the Re-evaluator Participation button 704b is selected, the maintenance staff can click to check the Re-evaluator checkboxes 708a to 708d, but clicking on the Executor checkboxes 706a to 706d is not accepted. On the other hand, when the Viewer Participation button 704c is selected, clicking on either the Executor checkboxes 706a to 706d or the Re-evaluator checkboxes 708a to 708d is not accepted.

Note that if the correct checking procedure is not followed, clicking on the practitioner checkboxes 706a-706d may not be accepted. Similarly, clicking on the review examiner checkboxes 708a-708d may not be accepted. The correct checking procedure will be described later in relation to Figures 7-10. Clicking the back button 710 closes the procedure manual screen and returns to the diagnostic knowledge screen (Figure 4).

FIG. 7A is a diagram showing an example of the procedure manual screen for the executor (unchecked stage).
For ease of explanation, only the practitioner check boxes 706a to 706d and review practitioner check boxes 708a to 708d are shown on the practitioner's procedure manual screen.

FIG. 7B is a diagram showing an example of the procedure manual screen for a second examiner (at the unchecked stage).
Similarly, on the procedure manual screen for the re-appraiser, only the implementer check boxes 706a to 706d and the re-appraiser check boxes 708a to 708d are shown.

In the initial stage, on both the executor's procedure manual screen and the reviewer's procedure manual screen, none of the executor's check boxes 706a to 706d and reviewer's check boxes 708a to 708d are checked. When the executor performs the first step and determines that a normal result has been obtained, he or she clicks the executor's check box 706a.

FIG. 8A is a diagram showing an example of the procedure manual screen for the executor (the executor check stage of the first step).
When the executor clicks on the executor check box 706a on the procedure manual screen, a check mark is displayed in the executor check box 706a. Furthermore, a notice of the executor check for the first step is sent from the user terminal 400a to the user terminal 400b via the maintenance support server 300.

FIG. 8B is a diagram showing an example of a procedure manual screen for a re-examiner (executor check stage of the first step).
Upon receiving the notification of the executor check for the first step, the user terminal 400b displays a check mark in the executor check box 706a on the re-evaluator's procedure manual screen. This lets the re-evaluator know that the executor has completed the work of the first step. If the re-evaluator confirms that the content and result judgment of the work of the first step by the executor are correct, he or she clicks the re-evaluator check box 708a for the first step.

FIG. 9B is a diagram showing an example of a procedure manual screen for a re-examiner (re-examiner check stage of the first step).
By clicking on the re-appraiser check box 708a on the procedure manual screen for the re-appraiser, a check mark is displayed in the re-appraiser check box 708a. Furthermore, a notice of the re-appraiser check regarding the first step is sent from the user terminal 400b to the user terminal 400a via the maintenance support server 300.

FIG. 9A is a diagram showing an example of the procedure manual screen for the practitioner (first step, re-visitor check stage).
Upon receiving the notification of the re-appraiser check for the first step, the user terminal 400a displays a check mark in the executor check box 706a on the executor's procedure manual screen. This informs the executor that the re-appraiser has completed checking the first step. Next, the executor performs the operation for the second step, and if he or she determines that a normal result has been obtained, he or she clicks the executor check box 706b.

FIG. 10A is a diagram showing an example of the procedure manual screen for the executor (the executor check stage of the second step).
When the executor clicks on the executor check box 706b on the procedure manual screen, a check mark is displayed in the executor check box 706b. Furthermore, a notice of the executor check regarding the second step is sent from the user terminal 400a to the user terminal 400b via the maintenance support server 300.

FIG. 10B is a diagram showing an example of a procedure manual screen for a re-examiner (executor check stage of the second step).
Upon receiving the notification of the performer check for the second step, the user terminal 400b displays a check mark in the performer check box 706b on the re-appraiser's procedure manual screen. This lets the re-appraiser know that the performer has completed the work of the second step. If the re-appraiser confirms that the content of the work of the performer in the second step and his/her judgment of the result were correct, he/she clicks the re-appraiser check box 708b for the second step. Similarly, alternating checks are repeated up to the fourth step.

Next, we will explain the incorrect checking procedure on the procedure manual screen.

FIG. 11 is a diagram showing an example of an error message to a projector due to non-participation of a repeat projector.
11 shows an example in which the performer clicks the performer check box 706a when the re-appraiser is not participating. If the performer clicks the performer check box 706a when the re-appraiser is not participating, the check is not accepted. In this case, an error message 712a is displayed saying "Please wait for the re-appraiser to join." The check in the performer check box 706a on the performer's procedure manual screen is not accepted, and no check mark is displayed. Furthermore, no notification of the performer check regarding the first step is sent. In this way, it is possible to prevent unnecessary work that is not re-appraised.

FIG. 12 shows an example of an error message that is displayed to the applicant due to failure to check the second examiner.
If the executor clicks on the executor check boxes 706b to 706d before the re-evaluator check has been completed for the previous step, the check will not be accepted. FIG. 12 shows an example in which the executor clicks on the executor check box 706b for the second step before the re-evaluator check has been completed for the first step. In this example, since the re-evaluator check has not been completed for the previous step, the first step, an error message 712b is displayed stating "Please wait for the re-evaluator check for the previous step." The executor's check of the executor check box 706b on the procedure manual screen is not accepted, and no check mark is displayed. Furthermore, no notice of the executor check for the second step is sent. In this way, it is possible to prevent the executor from getting ahead of himself and to avoid distracting the re-evaluator.

FIG. 13 shows an example of an error message that is displayed to a repeat viewer due to failure to check by the person who executed the request.
If the re-appraiser clicks on the re-appraiser check boxes 708a to 708d for a step that has not been checked by the executor, the check is not accepted. FIG. 13 shows an example in which the re-appraiser clicks on the re-appraiser check box 708b for the second step before the executor has checked the second step. Since the re-appraiser is checking the second step that has not been checked by the executor, an error message 712c stating "Please wait for the executor's check" is displayed. The re-appraiser's check of the re-appraiser check box 708b on the procedure manual screen is not accepted, and no check mark is displayed. Furthermore, no notice of the re-appraiser's check for the second step is sent. In this way, the re-appraiser can be prevented from jumping to conclusions.

FIG. 14 is a diagram showing a method for transferring a check notification.
As described above, when the executer performs a check at user terminal 400a, a notice of the executer check including the number of the checked step (hereinafter referred to as the "executor check notice") is sent to user terminal 400b, and conversely, when the re-appraiser performs a check at user terminal 400b, a notice of the re-appraiser check including the number of the checked step (hereinafter referred to as the "re-appraiser check notice") needs to be sent to user terminal 400a. In this way, the chat service unit 390 of the maintenance support server 300 is used as a means for user terminal 400a and user terminal 400b to transmit check notices to each other.

The chat service unit 390 has a function to allow user terminals 400a and 400b that belong to the same room to exchange messages. The procedure is as follows: first, user terminal 400a requests chat service unit 390 to create a room (S200). This causes a new room to be created in chat service unit 390. Specifically, room information is created in chat service unit 390 to manage the user terminals 400 that will become members. At this time, a new knowledge usage key is assigned as an identifier for the new room.

Next, user terminal 400a requests chat service unit 390 to register in the room specified by the new knowledge usage key. As a result, chat service unit 390 adds user terminal 400a as a member of the room. User terminal 400b also requests chat service unit 390 to register in the room specified by the new knowledge usage key. As a result, chat service unit 390 adds user terminal 400b as a member of the room. With these steps, user terminal 400a and user terminal 400b are ready to exchange messages.

The performer check notification issued from user terminal 400a is sent to chat service unit 390 as a chat message. Chat service unit 390 broadcasts the chat message to members in the same room. As a result, the performer check notification is transmitted to user terminal 400b. Similarly, the re-appraiser check notification issued from user terminal 400b is sent to chat service unit 390 as a chat message. In this case too, chat service unit 390 broadcasts the chat message to members in the same room. As a result, the re-appraiser check notification is transmitted to user terminal 400a. These procedures will be explained again in the sequence and flowchart.

FIG. 15 is a functional block diagram of the maintenance support server.
The maintenance support server 300 includes a communication unit 304 , a data processing unit 306 , and a data storage unit 308 .

The communication unit 304 is responsible for communication processing with the maintenance target system 200 and the user terminal 400 via the network. The data storage unit 308 stores various data. The data processing unit 306 executes various processes based on the data acquired by the communication unit 304 and the data stored in the data storage unit 308. The data processing unit 306 also functions as an interface between the communication unit 304 and the data storage unit 308.

The communication unit 304 includes a transmission unit 330 that transmits data and a reception unit 340 that receives data.
The transmission unit 330 includes a screen transmission unit 332 and a re-inspection schedule transmission unit 334. The screen transmission unit 332 transmits various screen data to the user terminal 400. The re-inspection schedule transmission unit 334 transmits data of a re-inspection schedule screen to the user terminal 400. The re-inspection schedule screen will be described later in Modification 1.

The receiving section 340 includes an account receiving section 342 , an event receiving section 344 , and an input information receiving section 346 .
The account receiving unit 342 receives an account from the user terminal 400. The event receiving unit 344 receives various events from the user terminal 400. The input information receiving unit 346 receives various information input to the user terminal 400 from the user terminal 400.

The data processing unit 306 includes a user authentication unit 362, a recommendation unit 364, a usage history registration unit 366, a participant registration unit 368, a chat service unit 370, and a revisitor registration unit 372.
Includes.
The user authentication unit 362 authenticates the maintenance personnel who are the users. The recommendation unit 364 selects diagnostic knowledge appropriate for the incident. The usage history registration unit 366 registers the usage history of the diagnostic knowledge. The participant registration unit 368 registers participants in the re-inspection mode. The chat service unit 370 provides a chat service used to transfer the check notification. The chat service unit 370 is an example of a notification transfer unit that transfers the check notification. The re-inspection planner registration unit 372 registers people who are scheduled to re-inspect.

The data storage unit 308 includes an account memory unit 382 , a knowledge data memory unit 384 , a usage history memory unit 386 , a participant table memory unit 388 , a room information memory unit 390 , a person scheduled to revisit the viewing schedule memory unit 392 , and a system configuration data memory unit 394 .
The account storage unit 382 stores the accounts of maintenance personnel. The knowledge data storage unit 384 stores data on diagnosis knowledge, child knowledge, and repair knowledge. The usage history storage unit 386 stores usage history (FIG. 16). The participant table storage unit 388 stores a participant table (FIG. 17). The room information storage unit 390 stores room information used in the chat service. The re-visitor storage unit 392 stores people who are scheduled to re-visit. The system configuration data storage unit 394 stores configuration data of the maintenance target system 200.

FIG. 16 is a data structure diagram of the usage history.
The usage history has a record for each diagnosed incident. The usage history record stores a knowledge usage key, a target node ID, an incident occurrence date and time, a creator, and a diagnostic knowledge ID in association with each other.

FIG. 17 is a data structure diagram of the participant table.
The participant table has a record for each knowledge use key. The record of the participant table stores the knowledge use key, the executor, the reviewer, and the referencer in association with each other.

FIG. 18 is a functional block diagram of a user terminal.
The user terminal 400 includes a user interface processing unit 402 , a communication unit 404 , a data processing unit 406 , and a data storage unit 408 .

The user interface processing unit 402 accepts operations from the user via input devices such as a keyboard, mouse, or touch panel, and is responsible for processing related to the user interface, such as image display and audio output. The communication unit 404 is responsible for communication processing with the maintenance target system 200, the WEB conference server 100, and the maintenance support server 300 via the network. The data storage unit 408 stores various data. The data processing unit 406 executes various processes based on the data acquired by the communication unit 404, the operation instructions input via the user interface processing unit 402, and the data stored in the data storage unit 408. The data processing unit 406 also functions as an interface for the communication unit 404, the user interface processing unit 402, and the data storage unit 408. The data storage unit 408 stores various data such as application programs and the above-mentioned data.

The user interface processing unit 402 includes an input unit 410 that accepts input from the user, and an output unit 430 that outputs various information such as images and sounds to the user.

The output section 430 includes a screen display section 432 , a window display section 434 , an error display section 436 , and a check result display section 438 .
The screen display unit 432 displays various screens on the display. The window display unit 434 displays various windows on the display. The error display unit 436 displays various error messages on the display. The check result display unit 438 displays check marks in the executer check box 706 and the review check box 708.

The input section 410 includes an account receiving section 412 , an input operation receiving section 414 , an input information receiving section 416 , a check operation receiving section 418 , and a re-examination candidate receiving section 420 .
The account receiving unit 412 receives accounts. The input operation receiving unit 414 receives various input operations. The input information receiving unit 416 receives various input information. The check operation receiving unit 418 receives clicks on the performer checkbox 706 and the re-examiner checkbox 708. The re-examiner receiving unit 420 receives re-examiners. Note that, although an example of clicking operations using a mouse is shown in this example, touch operations using a touch panel may also be received.

The data processing unit 406 includes a remote processing unit 492. The remote processing unit 492 establishes an SSH (Secure SHell) connection with the host computer of the maintenance target system 200, and realizes remote operations on the target node. The target node is one of the multiple host computers included in the maintenance target system 200.

The data storage unit 408 includes a check table storage unit 482. The check table storage unit 482 stores a check table. The check table will be described later in relation to FIG. 20.

FIG. 19 is a detailed diagram of the communication unit 404.
The communication unit 404 includes a transmitting unit 450 that transmits data and a receiving unit 460 that receives data.

The transmission unit 450 includes an access unit 452 , an account transmission unit 454 , an event transmission unit 456 , an input information transmission unit 458 , and a check notification transmission unit 459 .
The access unit 452 accesses a predetermined URL (Uniform Resource Locator) of the maintenance support server 300. The account transmission unit 454 transmits an account to the maintenance support server 300. The event transmission unit 456 transmits various events to the maintenance support server 300. The input information transmission unit 458 transmits various input information to the maintenance support server 300. The check notification transmission unit 459 transmits a executor check notification and a review person check notification to the maintenance support server 300 as chat messages.

The receiving unit 460 includes a screen receiving unit 462 and a check notification receiving unit 464 .
The screen receiving unit 462 receives data of various screens from the maintenance support server 300. The check notification receiving unit 464 receives a projector check notification and a re-examiner check notification from the maintenance support server 300 as chat messages.

The user terminal 400 further has a browser. The user terminal 400 uses the browser to utilize the screen transfer function of the WEB conference server 100.

FIG. 20 is a diagram showing the data structure of the check table.
The check table has a record for each step included in the procedure manual. The record in the check table stores the step number, the executor check flag, and the re-supervisor check flag in association with each other. When the check is completed, the executor check flag and the re-supervisor check flag are switched from OFF to ON.

FIG. 21 is a diagram showing the sequence (first half) on the execution side.
When a specific URL of the maintenance support server 300 is accessed from the access unit 452 of the user terminal 400a, the screen transmission unit 332 of the maintenance support server 300 transmits data of a sign-in screen to the user terminal 400a. When the screen reception unit 462 of the user terminal 400a receives the data of the sign-in screen, the screen display unit 432 displays the sign-in screen. The account reception unit 412 accepts an account (user ID and password) on the sign-in screen, and the account transmission unit 454 transmits the accepted account to the maintenance support server 300 (S10).

When the account receiving unit 342 of the maintenance support server 300 receives the account, the user authentication unit 362 performs user authentication by referring to the account storage unit 382 (S12).

If the user authentication is successful, the screen transmission unit 332 (S14) transmits the data of the maintenance target system list screen to the user terminal 400a. The maintenance target system list screen shows the names of the maintenance target systems 200 in the maintenance support server 300.

When the screen receiving unit 462 of the user terminal 400a receives the data of the maintenance target system list screen, the screen display unit 432 displays the maintenance target system list screen. When the input operation receiving unit 414 receives the selection of the maintenance target system by the user, the event sending unit 456 sends a selection event of the maintenance target system to the maintenance support server 300 (S16).

When the event receiving unit 344 of the maintenance support server 300 receives a selection event for the system to be maintained, the recommendation unit 364 selects diagnostic knowledge suitable for diagnosing the incident in the system to be maintained 200. Then, the screen sending unit 332 sends the data of the diagnostic knowledge list screen (Figure 3) to the user terminal 400a (S18).

When the screen receiving unit 462 of the user terminal 400a receives the data of the diagnostic knowledge list screen, the screen display unit 432 displays the diagnostic knowledge list screen (S20). As described above, the diagnostic knowledge list screen displays the recommended diagnostic knowledge.

The input operation reception unit 414 of the user terminal 400a receives the selection of diagnostic knowledge by the user (S22), and the event transmission unit 456 transmits the diagnostic knowledge selection event to the maintenance support server 300.

When the event receiving unit 344 of the maintenance support server 300 receives a diagnostic knowledge selection event, the screen sending unit 332 sends the data of the selected diagnostic knowledge screen (Figure 4) to the user terminal 400a (S24).

When the screen receiving unit 462 of the user terminal 400a receives the diagnostic knowledge screen data, the screen display unit 432 displays the diagnostic knowledge screen (S26).

When the input operation reception unit 414 of the user terminal 400a receives a click on the knowledge usage mode start button 608 (an instruction to start the usage mode) (S28), the window display unit 434 displays the usage conditions window (Fig. 5) (S30). When the input information reception unit 416 receives the selection of the target node ID and a click on the confirmation button 806, the input information transmission unit 458 transmits the usage conditions (target node ID, incident occurrence date and time, and creator) to the user terminal 400a. The transmission of the usage conditions corresponds to a request to create a room (see Fig. 14).

When the input information receiving unit 346 of the maintenance support server 300 receives the usage conditions, the chat service unit 370 generates a new room. At this time, a new knowledge usage key is assigned. The usage history registration unit 366 registers the new usage conditions in the usage history storage unit 386 (S32). The usage history registration unit 366 also registers the ID of the diagnostic knowledge being used. Continue with the sequence shown in FIG. 22.

FIG. 22 is a diagram showing the sequence (second half) on the execution side.
When the input operation reception unit 414 of the user terminal 400a receives a click on the procedure manual display button 606 (an instruction to display the procedure manual), the event transmission unit 456 transmits an instruction event to display the procedure manual to the maintenance support server 300 (S40).

When the event receiving unit 344 of the maintenance support server 300 receives an instruction event to display the procedure manual, the screen sending unit 332 sends data of the procedure manual screen based on the child knowledge included in the diagnostic knowledge to the user terminal 400a (S42). A new knowledge usage key is added to the data of the procedure manual screen.

When the screen receiving unit 462 of the user terminal 400a receives the data for the instruction manual screen, the screen display unit 432 displays the instruction manual screen.

When the input operation reception unit 414 receives a click on the replay mode start button 702 (an instruction to start the replay mode) (S46), the window display unit 434 displays a usage key input window (not shown) (S48). The usage key input window has an input area for the knowledge usage key. A new knowledge usage key is set as the default value. When the input information reception unit 416 receives the knowledge usage key, the input information transmission unit 458 transmits the knowledge usage key to the maintenance support server 300. The transmission of the knowledge usage key corresponds to a request for room registration from the user terminal 400a (see FIG. 14). When the input information reception unit 346 of the maintenance support server 300 receives the knowledge usage key, the chat service unit 370 registers the user terminal 400a in the room.

When the input operation reception unit 414 of the user terminal 400a receives a click on the executor's participation button 704a (selection of executor participation), the event transmission unit 456 transmits a selection event of executor participation to the maintenance support server 300 (S50).

When the event receiving unit 344 of the maintenance support server 300 receives a selection event for the participation of the executor, the participant registration unit 368 registers the ID of the maintenance worker, who is the user of the user terminal 400a, as the executor in the participant table (Figure 17) (S52).

Then, the user terminal 400a executes the executor procedure manual process (S54). The executor procedure manual process will be described later with reference to Figures 24 and 25.

FIG. 23 is a diagram showing the sequence on the repeat viewer's side.
As in the case of S10 described in relation to FIG. 21, the user terminal 400b transmits the account to the maintenance support server 300 (S60).

As in the case of S12 described in relation to FIG. 21, the maintenance support server 300 performs user authentication of the repeat visitor (S62).

As in the case of S14 described in relation to FIG. 21, the maintenance support server 300 transmits data of the maintenance target system list screen (S64).

As in the case of S16 described in relation to FIG. 21, the user terminal 400b accepts the selection of the system 200 to be maintained (S66).

The screen transmission unit 332 of the maintenance support server 300 refers to the usage history (Fig. 16), identifies the diagnostic knowledge ID corresponding to the target node of the selected maintenance target system 200, and transmits the diagnostic knowledge screen data to the user terminal 400b (S68). The examiner may select diagnostic knowledge from the diagnostic knowledge list screen (Fig. 3).

As in the case of S26 described in relation to FIG. 21, the user terminal 400b displays the diagnostic knowledge screen (S70).

As in the case of S40 described in relation to FIG. 22, the user terminal 400b receives an instruction to display the instruction manual (S72).

As in the case of S42 described in relation to FIG. 22, the maintenance support server 300 transmits the procedure manual screen to the user terminal 400b (S74).

As in the case of S44 described in relation to FIG. 22, the user terminal 400b displays the instruction manual screen (S76).

As in the case of S46 described in relation to FIG. 22, the user terminal 400b receives an instruction to start the replay mode (S78).

As in the case of S48 described in relation to FIG. 22, the maintenance support server 300 displays a usage key input window (S80). The usage key input window has a button for referring to the usage history. The re-examiner can indirectly input the knowledge usage key associated with the usage condition to be re-examined (target node ID, incident occurrence date and time, and creator) by clicking this button and selecting it from the list of usage history displayed. The transmission of the knowledge usage key corresponds to a request for room registration from the user terminal 400b (see FIG. 14). When the input information receiving unit 346 of the maintenance support server 300 receives the knowledge usage key, the chat service unit 370 registers the user terminal 400b in the room.

When the input operation reception unit 414 of the user terminal 400b receives a click on the re-examiner participation button 704b (selection of re-examiner participation), the event transmission unit 456 transmits a re-examiner participation selection event to the maintenance support server 300 (S82).

When the event receiving unit 344 receives a selection event for repeat participant participation, the participant registration unit 368 registers the ID of the maintenance worker, who is the user of the user terminal 400b, as a repeat participant in the participant table (Figure 17) (S84).

Then, the user terminal 400b executes the re-examiner procedure manual process (S86). The re-examiner procedure manual process will be described later with reference to Figures 26 and 27.

FIG. 24 is a flowchart (first half) of the performer procedure manual processing.
The check operation receiving unit 418 of the user terminal 400a judges whether or not a click on the performer check box 706 has been detected (S90). If a click on the performer check box 706 has not been detected (N in S90), the process proceeds to S110 shown in FIG.

When a click on the performer checkbox 706 is detected (Y in S90), the check operation receiving unit 418 refers to the participant table to determine whether or not a repeat viewer is participating (S92). The participant table is obtained from the maintenance support server 300 by a participant table acquisition unit (not shown) of the user terminal 400a.

If it is determined that the repeat viewer has not participated (N in S92), the error display unit 436 displays an error message 712a stating "Please wait for the repeat viewer to participate" (S94). Then, the process proceeds to S110 shown in FIG. 25.

If it is determined that a repeat viewer is participating (Y in S92), the check operation receiving unit 418 determines whether the performer check flag of the step prior to the step of the clicked performer checkbox 706 (hereinafter referred to as "this step") is ON (S96). If it is determined that the performer check flag of the previous step is not ON (N in S96), the error display unit 436 displays an error message (not shown) saying "Please check the previous step first" (S98). Then, the process proceeds to S110 shown in FIG. 25.

If it is determined that the performer check flag for the previous step is ON (Y in S96), the check operation receiving unit 418 determines whether the re-appraiser check flag for the previous step of the clicked performer checkbox 706 is ON (S100). If it is determined that the re-appraiser check flag for the previous step is not ON (N in S100), the error display unit 436 displays an error message 712b stating "Please wait for the re-appraiser check for the previous step" (S102). Then, the process proceeds to S110 shown in FIG. 25.

If it is determined that the re-examiner check flag for the previous step is ON (Y in S100), the check operation receiving unit 418 turns the performer check flag for this step ON (S104). The check result display unit 438 displays a check mark in the performer check box 706 for this step (S106). In addition, the check notification sending unit 459 sends a performer check notification (including the step number) as a message to the chat service unit 370 of the maintenance support server 300 (S108). Then, the process proceeds to S110 shown in FIG. 25.

FIG. 25 is a flowchart (second half) of the performer procedure manual processing.
The check notification receiving unit 464 judges whether or not a re-examiner check notification (including a step number) has been received as a message from the chat service unit 370 of the maintenance support server 300 (S110). If it is judged that a re-examiner check notification (including a step number) has not been received (N in S110), the process proceeds to S116.

When it is determined that a re-examiner check notification (including a step number) has been received (Y in S110), the check notification receiving unit 464 turns ON the re-examiner check flag corresponding to the step number in the re-examiner check notification (S112). In addition, the check result display unit 438 displays a check mark in the re-examiner check box 708 corresponding to the same step number (S114).

If the input operation reception unit 414 detects a click of the back button 710 (Y in S116), the executor procedure manual processing is terminated. If the input operation reception unit 414 does not detect a click of the back button 710 (N in S116), the process returns to S90 shown in FIG. 24 and repeats the above-mentioned processing.

When the practitioner has finished processing the practitioner procedure manual, the practitioner clicks the repair knowledge button 616 or the back button 618 on the diagnosis knowledge screen (Figure 4). The repair process will not be described.

When the back button 710 on the procedure manual screen (Figure 6) is clicked, or when the repair knowledge button 616 or back button 618 on the diagnosis knowledge screen (Figure 4) is clicked, the user terminal 400a may transmit a check table to the maintenance support server 300, and the check table may be stored as a record of the work in the maintenance support server 300.

FIG. 26 is a flowchart (first half) of the re-examiner procedure manual processing.
The check operation reception unit 418 of the user terminal 400b judges whether or not a click on the re-examiner check box 708 has been detected (S120). If a click on the re-examiner check box 708 has not been detected (N in S120), the process proceeds to S140 shown in FIG.

When a click on the repeat viewer checkbox 708 is detected (Y in S120), the check operation receiving unit 418 refers to the participant table to determine whether the performer is participating (S122). The participant table is obtained from the maintenance support server 300 by a participant table acquisition unit (not shown) of the user terminal 400b.

If it is determined that the executor is not participating (N in S122), the error display unit 436 displays an error message (not shown) stating "Please wait for the executor to join" (S124). Then, the process proceeds to S140 shown in FIG. 27.

If it is determined that the performer is participating (Y in S122), the check operation receiving unit 418 determines whether the performer check flag for the step of the clicked re-examiner check box 708 (hereinafter referred to as "this step") is ON (S126). If it is determined that the performer check flag for this step is not ON (N in S126), the error display unit 436 displays an error message 712c stating "Please wait for the performer check" (S128). Then, the process proceeds to S140 shown in FIG. 27.

If it is determined that the performer check flag for this step is ON (Y in S126), the check operation receiving unit 418 sets the re-appraiser check flag for this step to ON (S130). The check result display unit 438 displays a check mark in the re-appraiser check box 708 for this step (S132). In addition, the check notification sending unit 459 sends a re-appraiser check notification (including the step number) as a message to the chat service unit 370 of the maintenance support server 300 (S134). Then, the process proceeds to S140 shown in FIG. 27.

FIG. 27 is a flowchart (second half) of the re-examiner procedure manual processing.
The check notification receiving unit 464 judges whether or not a performer check notification (including the step number) has been received as a message from the chat service unit 370 of the maintenance support server 300 (S140). If it is judged that a performer check notification (including the step number) has not been received (N in S140), the process proceeds to S146.

When it is determined that a performer check notification (including a step number) has been received (Y in S140), the check notification receiving unit 464 turns ON the performer check flag corresponding to the step number in the performer check notification (S142). In addition, the check result display unit 438 displays a check mark in the performer check box 706 corresponding to the same step number (S144).

If the input operation reception unit 414 detects a click of the back button 710 (Y in S146), the re-examiner procedure manual processing is terminated. If the input operation reception unit 414 does not detect a click of the back button 710 (N in S146), the processing returns to S120 shown in FIG. 26 and the above-mentioned processing is repeated.

[Modification 1]
The implementer may register a maintenance person who will be the re-inspector in advance, and notify the re-inspector that a re-inspection is scheduled when the person signs in. Also, when the person who is scheduled to re-inspect agrees to the re-inspection, a direct diagnosis knowledge screen may be displayed.

FIG. 28 is a diagram showing a sequence in the first modification.
In the sequence on the execution side, the re-examination candidate receiving unit 420 of the user terminal 400a receives the designation of the re-examination candidate (maintenance staff ID) from the user list (S150). The re-examination candidate sending unit (not shown) of the user terminal 400 sends the designation of the re-examination candidate (maintenance staff ID) to the maintenance support server 300.

When the re-inspection candidate receiving unit (not shown) of the maintenance support server 300 receives the nomination of the re-inspection candidate (maintenance staff ID), the re-inspection candidate registration unit 372 registers the nomination of the re-inspection candidate (maintenance staff ID) in the re-inspection candidate memory unit 392 (S152).

In the sequence on the repeat viewer's side, similar to the case of S10 described in relation to FIG. 21,
The user terminal 400b transmits the account to the maintenance support server 300 (S160).

As in the case of S12 described in relation to FIG. 21, the maintenance support server 300 performs user authentication of the prospective repeat examiner (S162).

If user authentication is successful, the re-inspection scheduler determination unit (not shown) of the maintenance support server 300 determines whether the maintenance personnel of the user terminal 400b is a person scheduled to re-inspect. If the maintenance personnel of the user terminal 400b is a person scheduled to re-inspect, the re-inspection schedule sending unit 334 sends the data of the re-inspection schedule screen to the user terminal 400b (S164). The re-inspection schedule screen displays the message "You have been requested to perform a re-inspection by Mr. XX (the name of the person performing the inspection)" and the URL of the diagnostic knowledge screen. Clicking on the URL of the diagnostic knowledge screen means that the person agrees to participate as a re-inspector. Instead of the URL of the diagnostic knowledge screen, an agreement button having a function of accessing the URL may be provided.

When the screen receiving unit 462 of the user terminal 400b receives the data of the re-examination schedule screen, the screen display unit 432 displays the re-examination schedule screen.

When the input operation reception unit 414 of the user terminal 400b receives a click on the URL of the diagnostic knowledge screen or a click on the OK button (an OK operation) (S166), the access unit 452 accesses the URL of the diagnostic knowledge screen.

When the maintenance support server 300 accepts access to the URL of the diagnostic knowledge screen, the screen transmission unit 332 transmits the diagnostic knowledge screen to the user terminal 400b (S168). The subsequent processing is the same as in the embodiment.

[Other Modifications]
The executor check box is an example of a UI (user interface) part for executor check. A UI part other than a check box may be used for executor check. The re-appraiser check box is an example of a UI part for re-appraiser check. A UI part other than a check box may be used for re-appraiser check.

Although a method of using a chat service has been shown as a method of transferring the check notification, the check notification may also be transferred by a method other than a chat service. Also, the user terminal 400a and the user terminal 400b may communicate directly with each other to transmit the check notification, without going through the maintenance support server 300. Alternatively, the check notification may be transferred via the WEB conference server 100 or another server. The chat function of the WEB conference server 100 may also be used.

The data for the various screens is, for example, a web page. The data for the various screens may be data other than a web page.

The processing in each functional module of the user terminal 400 shown in Figures 18 and 19 may be realized by executing a program (e.g., Java script) added to data of various screens (e.g., web pages) on the browser of the user terminal 400.

So far, examples of procedure manuals for maintenance work on information systems have been shown, but the embodiments and modified examples may be applied to procedure manuals for work other than maintenance work on information systems (such as information system setup work, product assembly work, and parts inspection work), or to procedure manuals such as educational and training materials and instruction manuals. Also, while an example of a maintenance worker has been shown, the embodiments and modified examples may be applied to personnel other than maintenance workers. The executor may be replaced with a worker, inspector, student, or participant, and the reviewer may be replaced with a supervisor, manager, instructor, or lecturer.

The user terminal 400 is generally a personal computer, but may also be a communication device capable of communication, such as a tablet terminal, a smartphone, or a car navigation system.

The present invention is not limited to the above-described embodiment and modifications, and can be embodied by modifying the components without departing from the spirit of the invention. Various inventions may be formed by appropriately combining multiple components disclosed in the above-described embodiment and modifications. In addition, some components may be deleted from all the components shown in the above-described embodiment and modifications.

100 WEB conference server 200 Maintenance target system 300 Maintenance support server 306 Data processing unit 308 Data storage unit 330 Transmission unit 332 Screen transmission unit 334 Revision schedule transmission unit 340 Reception unit 342 Account reception unit 344 Event reception unit 346 Input information reception unit 362 User authentication unit 364 Recommendation unit 366 Usage history registration unit 368 Participant registration unit 370 Chat service unit 372 Revision scheduler registration unit 382 Account storage unit 384 Knowledge data storage unit 386 Usage history storage unit 388 Participant table storage unit 390 Room information storage unit 392 Revision scheduler storage unit 394 System configuration data storage unit 400 User terminal 402 Target node operation screen 404 Maintenance support screen 406 Data processing unit 408 Data storage unit 410 Input unit 412 Account reception unit 414 Input operation reception unit 416 Input information receiving section 418 Check operation receiving section 420 Re-examination scheduler receiving section 430 Output section 432 Screen display section 434 Window display section 436 Error display section 438 Check result display section 450 Transmission section 452 Access section 454 Account transmission section 456 Event transmission section 458 Input information transmission section 459 Check notification transmission section 460 Reception section 462 Screen reception section 464 Check notification reception section 482 Check table storage section 492 Remote processing section 500 Diagnostic knowledge name display area 504 Diagnostic knowledge display button 508 Diagnostic result display area 510 Repair result display area 512 Close button 600 Diagnostic knowledge name display area 602 Diagnostic knowledge summary display area 604 Child knowledge name display area 606 Procedure manual display button 608 Knowledge usage mode start button 616 Repair knowledge button 618 Back button 700 Procedure manual name display area 702 Re-examination mode start button 704 Participation button 706 Executor check box 708 Re-examination person check box 710 Back button 712 Error message 800 Knowledge use key input area 802 Target node ID selection area 804 Incident occurrence date and time input area 806 Confirmation button

Claims (5)

a first user terminal used by an implementer who implements maintenance work on an information system;
a second user terminal used by a reviewer who checks the execution status of the maintenance work;
a maintenance support device that provides data of a procedure manual screen of the maintenance work to the first user terminal and the second user terminal,
The maintenance support device includes:
a screen transmission unit for transmitting the data of the procedure manual screen including the contents of a plurality of steps in which the maintenance work is sequenced, and a first UI (user interface) part for a performer check corresponding to each step and a second UI part for a re-examiner check;
The first user terminal,
a first screen receiving unit for receiving the data of the instruction manual screen;
a first screen display unit that displays a first instruction manual screen based on the received data of the instruction manual screen,
The second user terminal,
A second screen receiving unit that receives the data of the instruction manual screen;
a second screen display unit that displays a second instruction manual screen based on the received data of the instruction manual screen,
The first user terminal,
a first check operation receiving unit that receives a check operation for a first UI part on the first procedure manual screen;
a first check notification sending unit that sends an implementer check notification that identifies the first UI part that has been checked,
The second user terminal,
a second check notification receiving unit for receiving the executor check notification;
a second check result display unit that switches a first UI part on the second procedure manual screen to a checked state based on the received executer check notification;
a second check operation receiving unit that receives a check operation for a second UI part on the second procedure manual screen;
a second check notification sending unit that sends a second check notification that identifies the second UI part that has been checked ,
A maintenance support system characterized in that the first check operation receiving unit does not accept a check operation when the second user terminal is not participating in a re-view mode in cooperation with the first user terminal . The first user terminal,
a first check notification receiving unit for receiving the re-examiner check notification;
The maintenance support system according to claim 1, further comprising a first check result display unit that switches a second UI part on the first procedure manual screen to a checked state based on the received re-examiner check notification. The maintenance support system according to claim 2, characterized in that the second check operation receiving unit does not receive the check operation when the first UI part in the same step as the second UI part that has been checked is not in the checked state. The maintenance support system according to claim 2 or 3, characterized in that the first check operation receiving unit does not receive the check operation when the second UI part of the step preceding the first UI part that has been checked is not in the checked state. The first check notification sending unit sends the executor check notification to the maintenance support device,
The second check notification sending unit sends the re-examiner check notification to the maintenance support device,
The maintenance support device includes:
A maintenance support system as described in any one of claims 1 to 4, further comprising a notification forwarding unit that forwards the received executor check notification to the second user terminal and forwards the received re-examiner check notification to the first user terminal.

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