技术领域technical field
本发明涉及数据处理领域，具体而言，涉及一种工单处理方法及装置。The present invention relates to the field of data processing, in particular to a work order processing method and device.
背景技术Background technique
目前，电力系统采用的工单处理方式是：通过监控中心主站统一向对应的工作人员派发工单。上述技术方案存在以下缺陷：监控中心主站(即服务器)主动派单，工作人员通过专用客户端被动接单，并且按照主站的派单顺序存储所有待办工单，然而，如果工作人员接单不及时，就会影响工单处理流程，甚至可能延误工单时效。At present, the work order processing method adopted by the power system is: uniformly dispatch work orders to corresponding staff through the main station of the monitoring center. The above-mentioned technical solution has the following defects: the master station of the monitoring center (i.e., the server) actively dispatches orders, and the staff passively accepts orders through a dedicated client, and stores all pending work orders according to the dispatching order of the master station. However, if the staff receives If the order is not timely, it will affect the work order processing process, and may even delay the timeliness of the work order.
针对上述问题，目前尚未提出有效的解决方案。For the above problems, no effective solution has been proposed yet.
发明内容Contents of the invention
本发明实施例提供了一种工单处理方法及装置，以至少解决相关技术中工作人员接单不及时，就会影响工单处理流程，甚至可能延误工单时效的技术问题。The embodiment of the present invention provides a work order processing method and device to at least solve the technical problem in the related art that the work order processing process will be affected if the staff does not receive the order in time, and may even delay the time limit of the work order.
根据本发明实施例的一个方面，提供了一种工单处理方法，包括：监听是否有接单提示信息；在监听到有接单提示信息后，更新待办工单池，其中，上述待办工单池用于存储待办工单；从上述待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；根据确定的时限信息，对上述所有待办工单进行排序处理，得到排序结果。According to an aspect of an embodiment of the present invention, a work order processing method is provided, including: monitoring whether there is an order receiving prompt message; after listening to the order receiving prompt information, updating the pending work order pool, wherein the above-mentioned to-do The work order pool is used to store to-do work orders; obtain all to-do work orders from the above-mentioned to-do work order pool, where each to-do work order corresponds to a to-do event; determine the time limit information corresponding to each to-do event , wherein the time limit information is used to describe the urgency of the corresponding to-do event; according to the determined time limit information, all the above-mentioned to-do work orders are sorted to obtain a sorting result.
进一步地，在根据确定的时限信息，对上述所有待办工单进行排序处理，得到排序结果之后，上述方法还包括：根据上述排序结果，依次确定各待办工单中记录的待办事件所对应的位置信息；根据确定的位置信息，显示与上述排序结果对应的导航路径。Further, after sorting all the above-mentioned to-do work orders according to the determined time limit information and obtaining the sorting results, the above-mentioned method further includes: according to the above-mentioned sorting results, sequentially determining the location of the to-do events recorded in each to-do work order Corresponding location information: display the navigation path corresponding to the above sorting result according to the determined location information.
进一步地，在获取所有待办工单之后，上述方法还包括：确定所有待办事件所需要的工具信息和配件信息。Further, after obtaining all to-do work orders, the above method further includes: determining tool information and accessory information required by all to-do events.
进一步地，在根据确定的时限信息，对上述所有待办工单进行排序处理，得到排序结果之后，上述方法还包括：确定每个待办事件对应的事件类型，其中，不同的事件类型对应着不同的重要性等级；根据确定的事件类型，调整上述排序结果。Further, after sorting all the above-mentioned to-do work orders according to the determined time limit information and obtaining the sorting results, the above-mentioned method further includes: determining the event type corresponding to each to-do event, wherein different event types correspond to Different levels of importance; according to the identified event type, the above ranking results are adjusted.
进一步地，在根据确定的事件类型，调整上述排序结果之后，上述方法还包括：从调整后的排序结果中任意选出两个待办工单，分别为第一待办工单和第二待办工单，其中，在上述调整后的排序结果中，上述第一待办工单排在上述第二待办工单之前，上述第一待办工单对应第一待办事件，上述第二待办工单对应第二待办事件；分别获取上述第一待办工单和上述第二待办工单的时限信息；根据获取的时限信息，判断上述第一待办事件的缓急程度是否小于上述第二待办事件的缓急程度；在否的情况下，对上述第一待办工单进行转单或退单处理。Further, after adjusting the sorting result according to the determined event type, the above method further includes: randomly selecting two to-do work orders from the adjusted sorting result, namely the first to-do work order and the second to-do work order Work orders, wherein, in the above adjusted sorting results, the above-mentioned first to-do work order is ranked before the above-mentioned second to-do work order, the above-mentioned first to-do work order corresponds to the first to-do event, and the above-mentioned second to-do work order The to-do work order corresponds to the second to-do event; obtain the time limit information of the above-mentioned first to-do work order and the above-mentioned second to-do work order respectively; judge whether the priority of the above-mentioned first to-do event is less than The urgency of the above-mentioned second to-do event; if not, transfer or return the above-mentioned first to-do work order.
根据本发明实施例的另一方面，还提供了一种工单处理装置，包括：监听单元，用于监听是否有接单提示信息；更新单元，用于在监听到有接单提示信息后，更新待办工单池，其中，上述待办工单池用于存储待办工单；第一获取单元，用于从上述待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；第一确定单元，用于确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；排序单元，用于根据确定的时限信息，对上述所有待办工单进行排序处理，得到排序结果。According to another aspect of the embodiments of the present invention, there is also provided a work order processing device, including: a monitoring unit, configured to monitor whether there is an order receiving prompt message; an updating unit, configured to, after monitoring that there is an order receiving prompt message, Updating the to-do work order pool, wherein the above-mentioned to-do work order pool is used to store to-do work orders; the first acquisition unit is used to obtain all to-do work orders from the above-mentioned to-do work order pool, wherein each to-do work order The work order corresponds to a to-do event; the first determination unit is used to determine the time limit information corresponding to each to-do event, wherein the time limit information is used to describe the priority of the corresponding to-do event; the sorting unit is used to determine according to According to the time limit information, all the above-mentioned to-do work orders are sorted and processed, and the sorted results are obtained.
进一步地，上述装置还包括：第二确定单元，用于在根据确定的时限信息，对上述所有待办工单进行排序处理，得到排序结果之后，根据上述排序结果，依次确定各待办工单中记录的待办事件所对应的位置信息；显示单元，用于根据确定的位置信息，显示与上述排序结果对应的导航路径。Further, the above device further includes: a second determination unit, configured to sort all the above-mentioned to-do work orders according to the determined time limit information, and after obtaining the sorting results, sequentially determine each to-do work order according to the above-mentioned sorting results The location information corresponding to the to-do event recorded in the to-do event; the display unit is configured to display the navigation path corresponding to the above sorting result according to the determined location information.
进一步地，上述装置还包括：第三确定单元，用于在从上述待办工单池中获取所有待办工单之后，确定所有待办事件所需要的工具信息和配件信息。Further, the above device further includes: a third determining unit, configured to determine tool information and accessory information required for all pending events after all pending work orders are obtained from the abovementioned pending work order pool.
进一步地，在根据确定的时限信息，上述装置还包括：第四确定单元，用于对上述所有待办工单进行排序处理，得到排序结果之后，确定每个待办事件对应的事件类型，其中，不同的事件类型对应着不同的重要性等级；调整单元，用于根据确定的事件类型，调整上述排序结果。Further, according to the determined time limit information, the above device further includes: a fourth determining unit, configured to sort all the above-mentioned to-do work orders, and after obtaining the sort results, determine the event type corresponding to each to-do event, wherein , different event types correspond to different importance levels; the adjustment unit is configured to adjust the above sorting results according to the determined event types.
进一步地，上述装置还包括：选择单元，用于在根据确定的事件类型，调整上述排序结果之后，从调整后的排序结果中任意选出两个待办工单，分别为第一待办工单和第二待办工单，其中，在上述调整后的排序结果中，上述第一待办工单排在上述第二待办工单之前，上述第一待办工单对应第一待办事件，上述第二待办工单对应第二待办事件；第二获取单元，用于分别获取上述第一待办工单和上述第二待办工单的时限信息；判断单元，用于根据获取的时限信息，判断上述第一待办事件的缓急程度是否小于上述第二待办事件的缓急程度；处理单元，用于在否的情况下，对上述第一待办工单进行转单或退单处理。Further, the above device further includes: a selection unit, configured to randomly select two to-do work orders from the adjusted order results after adjusting the above-mentioned order results according to the determined event type, which are respectively the first to-do work order and the second to-do work order, wherein, in the above-mentioned adjusted sorting results, the above-mentioned first to-do work order is ranked before the above-mentioned second to-do work order, and the above-mentioned first to-do work order corresponds to the first to-do item The above-mentioned second to-do work order corresponds to the second to-do event; the second acquisition unit is used to obtain the time limit information of the above-mentioned first to-do work order and the above-mentioned second to-do work order; the judging unit is used to The acquired time limit information is used to judge whether the priority of the above-mentioned first to-do event is lower than the priority of the above-mentioned second to-do event; if not, the processing unit is used to transfer or transfer the above-mentioned first to-do work order Chargeback processing.
在本发明实施例中，采用基于接单提示信息更新待办工单池的方式，通过监听是否有接单提示信息；在监听到有接单提示信息后，更新待办工单池，其中，待办工单池用于存储待办工单；从待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果，达到了监听到接单提示信息就更新待办工单池的目的，从而实现了及时接单，防止影响工单处理流程，避免延误工单时效的技术效果，进而解决了相关技术中工作人员接单不及时，就会影响工单处理流程，甚至可能延误工单时效的技术问题。In the embodiment of the present invention, the method of updating the pending work order pool based on the order receiving prompt information is adopted, by monitoring whether there is an order receiving prompt information; after listening to the order receiving prompt information, the pending work order pool is updated, wherein, The to-do work order pool is used to store to-do work orders; obtain all to-do work orders from the to-do work order pool, where each to-do work order corresponds to a to-do event; determine the time limit corresponding to each to-do event Information, where the time limit information is used to describe the urgency of the corresponding to-do event; according to the determined time limit information, all to-do work orders are sorted, and the sorting results are obtained, and the to-do is updated when the order receiving prompt information is monitored. The purpose of the work order pool is to realize the timely receipt of orders, prevent the impact on the work order processing process, and avoid the technical effect of delaying the timeliness of the work order, thereby solving the problem that the work order processing process will be affected if the staff does not receive the order in time in related technologies. There may even be technical issues that can delay the timeliness of a work order.
附图说明Description of drawings
此处所说明的附图用来提供对本发明的进一步理解，构成本申请的一部分，本发明的示意性实施例及其说明用于解释本发明，并不构成对本发明的不当限定。在附图中：The accompanying drawings described here are used to provide a further understanding of the present invention and constitute a part of the application. The schematic embodiments of the present invention and their descriptions are used to explain the present invention and do not constitute improper limitations to the present invention. In the attached picture:
图1是根据本发明实施例的一种可选的工单处理方法的流程图；FIG. 1 is a flow chart of an optional work order processing method according to an embodiment of the present invention;
图2是根据本发明实施例的一种可选的工单处理装置的示意图。Fig. 2 is a schematic diagram of an optional work order processing device according to an embodiment of the present invention.
具体实施方式detailed description
为了使本技术领域的人员更好地理解本发明方案，下面将结合本发明实施例中的附图，对本发明实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本发明一部分的实施例，而不是全部的实施例。基于本发明中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都应当属于本发明保护的范围。In order to enable those skilled in the art to better understand the solutions of the present invention, the following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only It is an embodiment of a part of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts shall fall within the protection scope of the present invention.
需要说明的是，本发明的说明书和权利要求书及上述附图中的术语“第一”、“第二”等是用于区别类似的对象，而不必用于描述特定的顺序或先后次序。应该理解这样使用的数据在适当情况下可以互换，以便这里描述的本发明的实施例能够以除了在这里图示或描述的那些以外的顺序实施。此外，术语“包括”和“具有”以及他们的任何变形，意图在于覆盖不排他的包含，例如，包含了一系列步骤或单元的过程、方法、系统、产品或设备不必限于清楚地列出的那些步骤或单元，而是可包括没有清楚地列出的或对于这些过程、方法、产品或设备固有的其它步骤或单元。It should be noted that the terms "first" and "second" in the description and claims of the present invention and the above drawings are used to distinguish similar objects, but not necessarily used to describe a specific sequence or sequence. It is to be understood that the data so used are interchangeable under appropriate circumstances such that the embodiments of the invention described herein can be practiced in sequences other than those illustrated or described herein. Furthermore, the terms "comprising" and "having", as well as any variations thereof, are intended to cover a non-exclusive inclusion, for example, a process, method, system, product or device comprising a sequence of steps or elements is not necessarily limited to the expressly listed instead, may include other steps or elements not explicitly listed or inherent to the process, method, product or apparatus.
实施例1Example 1
根据本发明实施例，提供了一种工单处理方法的方法实施例，需要说明的是，在附图的流程图示出的步骤可以在诸如一组计算机可执行指令的计算机系统中执行，并且，虽然在流程图中示出了逻辑顺序，但是在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤。According to an embodiment of the present invention, a method embodiment of a work order processing method is provided. It should be noted that the steps shown in the flow chart of the accompanying drawings can be executed in a computer system such as a set of computer-executable instructions, and , although a logical order is shown in the flowcharts, in some cases the steps shown or described may be performed in an order different from that shown or described herein.
图1是根据本发明实施例的一种可选的工单处理方法的流程图，如图1所示，该方法包括如下步骤：Fig. 1 is a flow chart of an optional work order processing method according to an embodiment of the present invention. As shown in Fig. 1, the method includes the following steps:
步骤S102，监听是否有接单提示信息；Step S102, monitoring whether there is an order receiving prompt message;
步骤S104，在监听到有接单提示信息后，更新待办工单池，其中，待办工单池用于存储待办工单；Step S104, after listening to the prompt message of receiving an order, update the pending work order pool, wherein the pending work order pool is used to store the pending work orders;
步骤S106，从待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；Step S106, obtaining all to-do work orders from the to-do work order pool, wherein each to-do work order corresponds to a to-do event;
步骤S108，确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；Step S108, determining the time limit information corresponding to each to-do event, wherein the time limit information is used to describe the urgency of the corresponding to-do event;
步骤S110，根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果。Step S110, according to the determined time limit information, perform sorting processing on all to-do work orders, and obtain the sorting result.
为了避免工作人员接单不及时，导致工单处理流程不畅，进而影响对应事件的时效，服务器在派单之后，每个预设时间段(如2min)都会提醒工作人员及时通过APP接单。因此，通过设置接单提示信息自动监听功能，可以及时处理未接工单，防止工单漏接等。In order to prevent the staff from not receiving orders in a timely manner, resulting in poor work order processing and affecting the timeliness of corresponding events, after the server dispatches the order, each preset time period (such as 2 minutes) will remind the staff to receive the order through the APP in time. Therefore, by setting the automatic monitoring function of the prompt information of receiving orders, it is possible to process unreceived work orders in time and prevent missed work orders.
其中，待办事件可以是：电费事件、异常事件和故障事件等。具体地，可以从工单代办池(简称为待办池)获取所有的待办工单。对于每个待办事件而言，都要求在预设时间段内解决。例如，电费事件是较重要的紧急事件，一般要求在2小时内解决；异常事件是次重要的紧急事件，一般要求在48小时内解决；故障事件是更次重要的紧急事件，可以要求在大于48小时的时间内解决。实施时，可以使用时限信息概念描述各待办事件的缓急程度。其中，在排序时，可以按照时限长度有短到长的顺序对所有待办工单进行排序处理。Wherein, the to-do event may be: an electricity charge event, an abnormal event, a fault event, and the like. Specifically, all to-do work orders may be acquired from a work order agency pool (referred to as a to-do pool for short). For each backlog, resolution is required within a preset time period. For example, the electricity bill event is a relatively important emergency event, which is generally required to be resolved within 2 hours; the abnormal event is a second-important emergency event, which is generally required to be resolved within 48 hours; the fault event is a less important emergency event, which can be required to be resolved within 48 hours. resolved within 48 hours. During implementation, the concept of time limit information can be used to describe the urgency of each to-do event. Wherein, when sorting, all to-do work orders can be sorted according to the order of time limit length from short to long.
通过本发明实施例，采用基于接单提示信息更新待办工单池的方式，通过监听是否有接单提示信息；在监听到有接单提示信息后，更新待办工单池，其中，待办工单池用于存储待办工单；从待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果，达到了监听到接单提示信息就更新待办工单池的目的，从而实现了及时接单，防止影响工单处理流程，避免延误工单时效的技术效果，进而解决了相关技术中工作人员接单不及时，就会影响工单处理流程，甚至可能延误工单时效的技术问题。Through the embodiment of the present invention, the method of updating the pending work order pool based on the order receiving prompt information is adopted to monitor whether there is an order receiving prompt information; after listening to the order receiving prompt information, the pending work order pool is updated. The work order pool is used to store to-do work orders; obtain all to-do work orders from the to-do work order pool, where each to-do work order corresponds to a to-do event; determine the time limit information corresponding to each to-do event , where the time limit information is used to describe the urgency of the corresponding to-do event; according to the determined time limit information, all to-do work orders are sorted, and the sorting results are obtained, and the to-do work is updated when the order prompt information is monitored. The purpose of the single pool, so as to realize the timely receipt of orders, prevent the impact on the work order processing process, and avoid the technical effect of delaying the timeliness of the work order. Technical issues that may delay the timeliness of a ticket.
可选地，在根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果之后，上述方法还包括：根据排序结果，依次确定各待办工单中记录的待办事件所对应的位置信息；根据确定的位置信息，显示与排序结果对应的导航路径。Optionally, after sorting all to-do work orders according to the determined time limit information and obtaining the sorting results, the above method further includes: according to the sorting results, sequentially determining the corresponding to-do events recorded in each to-do work order The location information; according to the determined location information, display the navigation path corresponding to the sorting result.
为了便于工作人员及时、快速地赶往事故现场以处理各工单上记录的待办事件，实施时，在将所有代办工单按照时限信息排序后，再获取并根据各待办事件所对应的位置信息，显示与排序结果对应的导航路径，以实现导航的目的。In order to facilitate the staff to rush to the accident scene in a timely and fast manner to deal with the to-do events recorded on each work order, during implementation, after sorting all the agency work orders according to the time limit information, and then obtain and Location information, displaying the navigation path corresponding to the sorted results, so as to achieve the purpose of navigation.
可选地，在获取所有待办工单之后，上述方法还包括：确定所有待办事件所需要的工具信息和配件信息。Optionally, after obtaining all to-do work orders, the above method further includes: determining tool information and accessory information required by all to-do events.
为了便于工作人员及时、有效地处理各待办事件，可以设置工具与配件提示功能。具体地，可以先分别统计每个待办工单所对应的工具和配件，在综合统计所有待办工单所对应的工具和配件，这样，便于工作人员准备需要携带的工具和配件及其数量。而针对当前正在处理的待办工单而言，则可以单独显示其对应的工具和配件信息，这样，便于工作人员提高工作效率。In order to facilitate the staff to deal with all to-do events in a timely and effective manner, tool and accessory reminder functions can be set. Specifically, the tools and accessories corresponding to each to-do work order can be counted separately, and then the tools and accessories corresponding to all to-do work orders can be counted comprehensively, so that it is convenient for the staff to prepare the tools and accessories that need to be carried and their quantity . For the pending work orders currently being processed, the corresponding tool and accessory information can be displayed separately, so that the staff can improve work efficiency.
可选地，在根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果之后，上述方法还包括：确定每个待办事件对应的事件类型，其中，不同的事件类型对应着不同的重要性等级；根据确定的事件类型，调整排序结果。Optionally, after sorting all to-do work orders according to the determined time limit information and obtaining the sorting results, the above method further includes: determining the event type corresponding to each to-do event, wherein different event types correspond to Different importance levels; according to the identified event type, the ranking results are adjusted.
其中，事件类型可以包括：电费事件、异常事件和故障事件等事件类型。对于每中事件类型而言，都要求在预设时间段内解决。例如，电费事件是较重要的紧急事件，一般要求在2小时内解决；异常事件是次重要的紧急事件，一般要求在48小时内解决；故障事件是更次重要的紧急事件，可以要求在大于48小时的时间内解决。实施时，可以使用时限信息概念描述各待办事件的缓急程度。其中，在排序时，可以按照时限长度有短到长的顺序对所有待办工单进行排序处理。可见，电费事件、异常事件和故障事件等事件类型可以分别为第一、二、三等级的事件类型。Wherein, the event types may include: event types such as electricity charge events, abnormal events, and fault events. For each incident type, resolution is required within a preset time period. For example, the electricity bill event is a relatively important emergency event, which is generally required to be resolved within 2 hours; the abnormal event is a second-important emergency event, which is generally required to be resolved within 48 hours; the fault event is a less important emergency event, which can be required to be resolved within 48 hours. resolved within 48 hours. During implementation, the concept of time limit information can be used to describe the urgency of each to-do event. Wherein, when sorting, all to-do work orders can be sorted according to the order of time limit length from short to long. It can be seen that event types such as electricity charge events, abnormal events, and failure events can be respectively the first, second, and third-level event types.
通过本发明实施例，在按照时限信息对待办工单排序后，再按照事件类型调整排序结果，可以使得更重要紧急的事件被优先处理，避免排序不当导致待办事件被延误。Through the embodiment of the present invention, after sorting the to-do work orders according to the time limit information, the sorting result is adjusted according to the event type, so that more important and urgent events can be prioritized to avoid delays caused by improper sorting.
可选地，在根据确定的事件类型，调整排序结果之后，上述方法还包括：从调整后的排序结果中任意选出两个待办工单，分别为第一待办工单和第二待办工单，其中，在调整后的排序结果中，第一待办工单排在第二待办工单之前，第一待办工单对应第一待办事件，第二待办工单对应第二待办事件；分别获取第一待办工单和第二待办工单的时限信息；根据获取的时限信息，判断第一待办事件的缓急程度是否小于第二待办事件的缓急程度；在否的情况下，对第一待办工单进行转单或退单处理。Optionally, after adjusting the sorting result according to the determined event type, the above method further includes: randomly selecting two to-do work orders from the adjusted sorting result, namely the first to-do work order and the second to-do work order Work orders, where, in the adjusted sorting results, the first to-do work order is ranked before the second to-do work order, the first to-do work order corresponds to the first to-do event, and the second to-do work order corresponds to The second to-do event: obtain the time limit information of the first to-do work order and the second to-do work order respectively; judge whether the priority of the first to-do event is lower than the priority of the second to-do event according to the obtained time limit information ; If not, transfer or return the first pending work order.
由各类型事件的时限信息可见，一般情况下，按时限信息排序后，再按事件类型调整排序结果时，前后两种排序结果并无变化，但是不能排除例外情况。然而，一旦前后两种排序结果发生了变化，则必然会出现时限更紧急的待办事件反而被排到了序列的后端，这样，该待办事件就可能被延误。为了防止上述事件被延误，可以设置退单和/或转单功能，这样，工作人员就可以通过专用APP将上述待办事件对应的工单退回至服务器端的工单池中，由服务器重新进行派单处理，或者工作人员还可以通过专用APP将上述待办事件对应的工单转给其他工作人员。From the time limit information of various types of events, it can be seen that in general, after sorting by time limit information, and then adjusting the sorting results by event type, there is no change in the two sorting results, but exceptions cannot be ruled out. However, once the two sorting results change, the to-do event with a more urgent time limit will inevitably be queued to the back end of the sequence, so that the to-do event may be delayed. In order to prevent the above events from being delayed, you can set the function of refund and/or order transfer, so that the staff can return the work orders corresponding to the above to-do events to the work order pool on the server side through the dedicated APP, and the server will re-dispatch Order processing, or the staff can also transfer the work orders corresponding to the above-mentioned to-do events to other staff through the dedicated APP.
需要说明的是，上述各实施方式中提供的技术方案可以通过专用APP实现。It should be noted that the technical solutions provided in the foregoing embodiments can be realized through a dedicated APP.
实施例2Example 2
根据本发明实施例，提供了一种工单处理装置的装置实施例。According to an embodiment of the present invention, a device embodiment of a work order processing device is provided.
图2是根据本发明实施例的一种可选的工单处理装置的示意图，如图2所示，该装置包括：监听单元202，用于监听是否有接单提示信息；更新单元204，用于在监听到有接单提示信息后，更新待办工单池，其中，待办工单池用于存储待办工单；第一获取单元206，用于从待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；第一确定单元208，用于确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；排序单元210，用于根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果。FIG. 2 is a schematic diagram of an optional work order processing device according to an embodiment of the present invention. As shown in FIG. After listening to the prompt message of receiving an order, update the pending work order pool, wherein the pending work order pool is used to store the pending work orders; the first obtaining unit 206 is used to obtain all the pending work orders from the pending work order pool To-do work orders, wherein each to-do work order corresponds to a to-do event; the first determination unit 208 is configured to determine the time limit information corresponding to each to-do event, wherein the time limit information is used to describe the corresponding to-do event urgency; the sorting unit 210 is configured to sort all to-do work orders according to the determined time limit information to obtain a sorting result.
为了避免工作人员接单不及时，导致工单处理流程不畅，进而影响对应事件的时效，服务器在派单之后，每个预设时间段(如2min)都会提醒工作人员及时通过APP接单。因此，通过设置接单提示信息自动监听功能，可以及时处理未接工单，防止工单漏接等。In order to prevent the staff from not receiving orders in a timely manner, resulting in poor work order processing and affecting the timeliness of corresponding events, after the server dispatches the order, each preset time period (such as 2 minutes) will remind the staff to receive the order through the APP in time. Therefore, by setting the automatic monitoring function of the prompt information of receiving orders, it is possible to process unreceived work orders in time and prevent missed work orders.
其中，待办事件可以是：电费事件、异常事件和故障事件等。具体地，可以从工单代办池(简称为待办池)获取所有的待办工单。对于每个待办事件而言，都要求在预设时间段内解决。例如，电费事件是较重要的紧急事件，一般要求在2小时内解决；异常事件是次重要的紧急事件，一般要求在48小时内解决；故障事件是更次重要的紧急事件，可以要求在大于48小时的时间内解决。实施时，可以使用时限信息概念描述各待办事件的缓急程度。其中，在排序时，可以按照时限长度有短到长的顺序对所有待办工单进行排序处理。Wherein, the to-do event may be: an electricity charge event, an abnormal event, a fault event, and the like. Specifically, all to-do work orders may be acquired from a work order agency pool (referred to as a to-do pool for short). For each backlog, resolution is required within a preset time period. For example, the electricity bill event is a relatively important emergency event, which is generally required to be resolved within 2 hours; the abnormal event is a second-important emergency event, which is generally required to be resolved within 48 hours; the fault event is a less important emergency event, which can be required to be resolved within 48 hours. resolved within 48 hours. During implementation, the concept of time limit information can be used to describe the urgency of each to-do event. Wherein, when sorting, all to-do work orders can be sorted according to the order of time limit length from short to long.
通过本发明实施例，采用基于接单提示信息更新待办工单池的方式，通过监听是否有接单提示信息；在监听到有接单提示信息后，更新待办工单池，其中，待办工单池用于存储待办工单；从待办工单池中获取所有待办工单，其中，每个待办工单对应一个待办事件；确定每个待办事件对应的时限信息，其中，时限信息用于描述对应的待办事件的缓急程度；根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果，达到了监听到接单提示信息就更新待办工单池的目的，从而实现了及时接单，防止影响工单处理流程，避免延误工单时效的技术效果，进而解决了相关技术中工作人员接单不及时，就会影响工单处理流程，甚至可能延误工单时效的技术问题。Through the embodiment of the present invention, the method of updating the pending work order pool based on the order receiving prompt information is adopted to monitor whether there is an order receiving prompt information; after listening to the order receiving prompt information, the pending work order pool is updated. The work order pool is used to store to-do work orders; obtain all to-do work orders from the to-do work order pool, where each to-do work order corresponds to a to-do event; determine the time limit information corresponding to each to-do event , where the time limit information is used to describe the urgency of the corresponding to-do event; according to the determined time limit information, all to-do work orders are sorted, and the sorting results are obtained, and the to-do work is updated when the order prompt information is monitored. The purpose of the single pool, so as to realize the timely receipt of orders, prevent the impact on the work order processing process, and avoid the technical effect of delaying the timeliness of the work order. Technical issues that may delay the timeliness of a ticket.
可选地，上述装置还包括：第二确定单元，用于在根据确定的时限信息，对所有待办工单进行排序处理，得到排序结果之后，根据排序结果，依次确定各待办工单中记录的待办事件所对应的位置信息；显示单元，用于根据确定的位置信息，显示与排序结果对应的导航路径。Optionally, the above device further includes: a second determining unit, configured to perform sorting processing on all to-do work orders according to the determined time limit information, and after obtaining the sorting results, sequentially determine among the to-do work orders according to the sorting results The location information corresponding to the recorded to-do event; the display unit, configured to display the navigation path corresponding to the sorting result according to the determined location information.
为了便于工作人员及时、快速地赶往事故现场以处理各工单上记录的待办事件，实施时，在将所有代办工单按照时限信息排序后，再获取并根据各待办事件所对应的位置信息，显示与排序结果对应的导航路径，以实现导航的目的。In order to facilitate the staff to rush to the accident scene in a timely and fast manner to deal with the to-do events recorded on each work order, during implementation, after sorting all the agency work orders according to the time limit information, and then obtain and Location information, displaying the navigation path corresponding to the sorted results, so as to achieve the purpose of navigation.
可选地，上述装置还包括：第三确定单元，用于在从待办工单池中获取所有待办工单之后，确定所有待办事件所需要的工具信息和配件信息。Optionally, the above device further includes: a third determining unit, configured to determine tool information and accessory information required for all pending events after obtaining all pending work orders from the pending work order pool.
为了便于工作人员及时、有效地处理各待办事件，可以设置工具与配件提示功能。具体地，可以先分别统计每个待办工单所对应的工具和配件，在综合统计所有待办工单所对应的工具和配件，这样，便于工作人员准备需要携带的工具和配件及其数量。而针对当前正在处理的待办工单而言，则可以单独显示其对应的工具和配件信息，这样，便于工作人员提高工作效率。In order to facilitate the staff to deal with all to-do events in a timely and effective manner, tool and accessory reminder functions can be set. Specifically, the tools and accessories corresponding to each to-do work order can be counted separately, and then the tools and accessories corresponding to all to-do work orders can be counted comprehensively, so that it is convenient for the staff to prepare the tools and accessories that need to be carried and their quantity . For the pending work orders currently being processed, the corresponding tool and accessory information can be displayed separately, so that the staff can improve work efficiency.
可选地，在根据确定的时限信息，上述装置还包括：第四确定单元，用于对所有待办工单进行排序处理，得到排序结果之后，确定每个待办事件对应的事件类型，其中，不同的事件类型对应着不同的重要性等级；调整单元，用于根据确定的事件类型，调整排序结果。Optionally, according to the determined time limit information, the above device further includes: a fourth determining unit, configured to perform sorting processing on all to-do work orders, and after obtaining the sorting results, determine the event type corresponding to each to-do event, wherein , different event types correspond to different importance levels; the adjustment unit is used to adjust the sorting result according to the determined event type.
其中，事件类型可以包括：电费事件、异常事件和故障事件等事件类型。对于每中事件类型而言，都要求在预设时间段内解决。例如，电费事件是较重要的紧急事件，一般要求在2小时内解决；异常事件是次重要的紧急事件，一般要求在48小时内解决；故障事件是更次重要的紧急事件，可以要求在大于48小时的时间内解决。实施时，可以使用时限信息概念描述各待办事件的缓急程度。其中，在排序时，可以按照时限长度有短到长的顺序对所有待办工单进行排序处理。可见，电费事件、异常事件和故障事件等事件类型可以分别为第一、二、三等级的事件类型。Wherein, the event types may include: event types such as electricity charge events, abnormal events, and fault events. For each incident type, resolution is required within a preset time period. For example, the electricity bill event is a relatively important emergency event, which is generally required to be resolved within 2 hours; the abnormal event is a second-important emergency event, which is generally required to be resolved within 48 hours; the fault event is a less important emergency event, which can be required to be resolved within 48 hours. resolved within 48 hours. During implementation, the concept of time limit information can be used to describe the urgency of each to-do event. Wherein, when sorting, all to-do work orders can be sorted according to the order of time limit length from short to long. It can be seen that event types such as electricity charge events, abnormal events, and failure events can be respectively the first, second, and third-level event types.
通过本发明实施例，在按照时限信息对待办工单排序后，再按照事件类型调整排序结果，可以使得更重要紧急的事件被优先处理，避免排序不当导致待办事件被延误。Through the embodiment of the present invention, after sorting the to-do work orders according to the time limit information, the sorting result is adjusted according to the event type, so that more important and urgent events can be prioritized to avoid delays caused by improper sorting.
可选地，上述装置还包括：选择单元，用于在根据确定的事件类型，调整排序结果之后，从调整后的排序结果中任意选出两个待办工单，分别为第一待办工单和第二待办工单，其中，在调整后的排序结果中，第一待办工单排在第二待办工单之前，第一待办工单对应第一待办事件，第二待办工单对应第二待办事件；第二获取单元，用于分别获取第一待办工单和第二待办工单的时限信息；判断单元，用于根据获取的时限信息，判断第一待办事件的缓急程度是否小于第二待办事件的缓急程度；处理单元，用于在否的情况下，对第一待办工单进行转单或退单处理。Optionally, the above device further includes: a selection unit, configured to randomly select two to-do work orders from the adjusted sort results after adjusting the sort results according to the determined event type, respectively the first to-do work order and the second to-do work order, wherein, in the adjusted sorting result, the first to-do work order is ranked before the second to-do work order, the first to-do work order corresponds to the first to-do event, and the second to-do work order The to-do work order corresponds to the second to-do event; the second acquisition unit is used to obtain the time limit information of the first to-do work order and the second to-do work order respectively; the judging unit is used to judge the Whether the priority of the first to-do event is lower than the priority of the second to-do event; the processing unit is configured to transfer or return the first to-do work order if not.
由各类型事件的时限信息可见，一般情况下，按时限信息排序后，再按事件类型调整排序结果时，前后两种排序结果并无变化，但是不能排除例外情况。然而，一旦前后两种排序结果发生了变化，则必然会出现时限更紧急的待办事件反而被排到了序列的后端，这样，该待办事件就可能被延误。为了防止上述事件被延误，可以设置退单和/或转单功能，这样，工作人员就可以通过专用APP将上述待办事件对应的工单退回至服务器端的工单池中，由服务器重新进行派单处理，或者工作人员还可以通过专用APP将上述待办事件对应的工单转给其他工作人员。From the time limit information of various types of events, it can be seen that in general, after sorting by time limit information, and then adjusting the sorting results by event type, there is no change in the two sorting results, but exceptions cannot be ruled out. However, once the two sorting results change, the to-do event with a more urgent time limit will inevitably be queued to the back end of the sequence, so that the to-do event may be delayed. In order to prevent the above events from being delayed, you can set the function of refund and/or order transfer, so that the staff can return the work orders corresponding to the above to-do events to the work order pool on the server side through the dedicated APP, and the server will re-dispatch Order processing, or the staff can also transfer the work orders corresponding to the above-mentioned to-do events to other staff through the dedicated APP.
需要说明的是，上述各实施方式中提供的技术方案可以通过专用APP实现。It should be noted that the technical solutions provided in the foregoing embodiments can be realized through a dedicated APP.
上述本发明实施例序号仅仅为了描述，不代表实施例的优劣。The serial numbers of the above embodiments of the present invention are for description only, and do not represent the advantages and disadvantages of the embodiments.
在本发明的上述实施例中，对各个实施例的描述都各有侧重，某个实施例中没有详述的部分，可以参见其他实施例的相关描述。In the above-mentioned embodiments of the present invention, the descriptions of each embodiment have their own emphases, and for parts not described in detail in a certain embodiment, reference may be made to relevant descriptions of other embodiments.
在本申请所提供的几个实施例中，应该理解到，所揭露的技术内容，可通过其它的方式实现。其中，以上所描述的装置实施例仅仅是示意性的，例如所述单元的划分，可以为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如多个单元或组件可以结合或者可以集成到另一个系统，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，单元或模块的间接耦合或通信连接，可以是电性或其它的形式。In the several embodiments provided in this application, it should be understood that the disclosed technical content can be realized in other ways. Wherein, the device embodiments described above are only illustrative. For example, the division of the units may be a logical function division. In actual implementation, there may be other division methods. For example, multiple units or components may be combined or may be Integrate into another system, or some features may be ignored, or not implemented. In another point, the mutual coupling or direct coupling or communication connection shown or discussed may be through some interfaces, and the indirect coupling or communication connection of units or modules may be in electrical or other forms.
所述作为分离部件说明的单元可以是或者也可以不是物理上分开的，作为单元显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到多个单元上。可以根据实际的需要选择其中的部分或者全部单元来实现本实施例方案的目的。The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place, or may be distributed to multiple units. Part or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.
另外，在本发明各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件功能单元的形式实现。In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, each unit may exist separately physically, or two or more units may be integrated into one unit. The above-mentioned integrated units can be implemented in the form of hardware or in the form of software functional units.
所述集成的单元如果以软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本发明的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备(可为个人计算机、服务器或者网络设备等)执行本发明各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、只读存储器(ROM，Read-OnlyMemory)、随机存取存储器(RAM，Random Access Memory)、移动硬盘、磁碟或者光盘等各种可以存储程序代码的介质。If the integrated unit is realized in the form of a software function unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the essence of the technical solution of the present invention or the part that contributes to the prior art or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium , including several instructions to make a computer device (which may be a personal computer, a server, or a network device, etc.) execute all or part of the steps of the methods described in various embodiments of the present invention. The aforementioned storage medium includes: various media capable of storing program codes such as U disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), mobile hard disk, magnetic disk or optical disk.
以上所述仅是本发明的优选实施方式，应当指出，对于本技术领域的普通技术人员来说，在不脱离本发明原理的前提下，还可以做出若干改进和润饰，这些改进和润饰也应视为本发明的保护范围。The above is only a preferred embodiment of the present invention, it should be pointed out that, for those of ordinary skill in the art, without departing from the principle of the present invention, some improvements and modifications can also be made, and these improvements and modifications can also be made. It should be regarded as the protection scope of the present invention.
| Application Number | Priority Date | Filing Date | Title |
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| CN201610201601.8ACN105894199A (en) | 2016-03-31 | 2016-03-31 | Work order processing method and device |
| Application Number | Priority Date | Filing Date | Title |
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| CN201610201601.8ACN105894199A (en) | 2016-03-31 | 2016-03-31 | Work order processing method and device |
| Publication Number | Publication Date |
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| CN105894199Atrue CN105894199A (en) | 2016-08-24 |
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| CN201610201601.8APendingCN105894199A (en) | 2016-03-31 | 2016-03-31 | Work order processing method and device |
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