Summary of the invention
The technical problem to be solved is for the deficiencies in the prior art, it is provided that a kind of based on B/SThe customer complaint solution of framework trouble ticket dispatch and system.Present invention design based on B/S framework, rightThe tip-offs about environmental issues accepted carry out circulating, process, solve and feeding back；It is applied to telecommunications service industry and collects visitorThe problem at family and suggestion, efficiently solve client's produced problem in using operator's products & services.
The technical scheme is that a kind of based on B/S framework trouble ticket dispatchCustomer complaint solution, including:
S1, gathers client's essential information and complains content, forming preliminary charge sheet, and be stored in data baseIn；
S2, extracts and arranges perfect to preliminary charge sheet, forms the work order case of complete specifications,It is stored in the trouble ticket pool of corresponding technical ability group；
S3, inquires about the work order case in trouble ticket pool, according to treatment people actual treatment ability andResponsibility category carries out work order extraction；
The S4 work order to having extracted carries out the worksheet in the Limitation on Liability, and the circulation that is disposed is to nextThe trouble ticket pool of technical ability group continues with.
For achieving the above object, the present invention also provides for a kind of client based on B/S framework trouble ticket dispatchComplain solution system, including:
Work order accepts module, is used for gathering client's essential information and complaining content, forms preliminary charge sheet；
Work order sorting module, for arranging preliminary charge sheet and perfect, forms complete specificationsWork order case, is stored in the trouble ticket pool of corresponding technical ability group；
Inquiry and extraction module, for inquiring about, according to treatment people the work order case in trouble ticket poolActual treatment ability and responsibility category carry out work order extraction；
Worksheet module, for the work order having pointed out is carried out the worksheet in the Limitation on Liability, processesComplete circulation continues with to the trouble ticket pool of next technical ability group.
The invention has the beneficial effects as follows: the present invention combines technical ability group employee setup by using B/S work order streamMode, it is only necessary to the accepting of work order can be completed by browser, work order arranges, trouble ticket pool is inquired about andThe operations such as extraction, and each flow nodes flexible configuration, it is achieved that complete customer problem quickly, in high qualitySolution, shorten customer complaint solve the time, improve Resolving probiems efficiency, use be greatly improvedThe satisfaction at family, improves from competitiveness of the same trade and advantage.
Detailed description of the invention
Being described principle and the feature of the present invention below in conjunction with accompanying drawing, example is served only for explaining thisInvention, is not intended to limit the scope of the present invention.
As it is shown in figure 1, a kind of customer complaint solution based on B/S framework trouble ticket dispatch, its featureIt is, including:
S1, gathers client's essential information and complains content, forming preliminary charge sheet, and be stored in data baseIn.
The most described client's essential information includes name, phone and address etc., and convenient and user carries out follow-upProblem is linked up and feedback, facilitates analyzed area for the impact of problem simultaneously；
B.S1 carries out charge sheet according to type of service, facilitates case filing to carry out inquiring about and dividing after terminatingAnalysis；
C. collect and record problem code and problem describes, give the process of follow-up different disposal technical ability groupThe effective problem information of personnel；
D., the selection function of work order first treated technical ability group is provided, chooses the preferential technical ability group solving problem,Decision problem preferentially by which technical ability group is processed.
Specifically, after acceptance and hearing of a case, every essential information passes to backstage java class by JSP,After various logic judges, it is stored in data base by the JDBC method of encapsulation.
Relate to active trouble ticket Basic Information Table and active trouble ticket extension these two tables of information table record use respectivelyFamily essential information and extension information, the technical ability group information that record is selected after accepting and hearing a case, and at the single letter of groupBreath table inserts a default data, and the work order accepted prepares circulation to this technical ability group.
S2, extracts and arranges perfect to preliminary charge sheet, forms the work order case of complete specifications,It is stored in the trouble ticket pool of corresponding technical ability group.
A. the preliminary charge sheet formed after accepting for work order is inquired about；
B. preliminary charge sheet arranges, and forms the work order case of complete specifications, shape during owing to acceptingThe case become is the most perfect, needs to modify, preserves after amendment again, and such as user profile is imperfect,Mistake and describe unclear problem log etc.；
C. determine and after work order case information of standardizing, carry out formal work order and submit to, be delivered to correspondingTechnical ability group member's work trouble ticket pool in preparation process.
Specifically, case arranges process is that data use JDBC encapsulation read from ORACLE data baseCome, and be presented on the page by View view layer, after arranging and confirming, be newly stored into numberAccording in storehouse, this process and the database table related to accept identical with work order.
S3, inquires about the work order case in trouble ticket pool, according to treatment people actual treatment ability andResponsibility category carries out work order extraction.
A. support to have been formed under this technical ability group the work order inquiry of work order case；
B. support the displaying of work order case details, facilitate initial question combing；
C. in technical ability group, employee carries out work order extraction, by case according to the different functions of oneself with the degree of being good atPart work order is extracted and is processed under oneself job number；
The most same work order can only be extracted by the only one treatment people in described technical ability group, described technical ability groupTreatment people can only process the work order in this technical ability group correspondence trouble ticket pool, it is to avoid one species problem repeatsProcess, also avoid the same link of same work order to be processed by different technical ability groups and cause process confusion.
Specifically, trouble ticket pool inquiry is by using the List container of java, after being read by data base repeatedlyIn generation, is presented to front page layout.After work order is extracted, the mode of operation currently sending single information is become pending,Operation job number becomes currently extracting people's job number.
Worked upon data: produce after need to revising work order generation sends list information table record.The i.e. single letter of amendment groupBreath table represents the process information state mark of the single information of field and the current group of amendment of currently processed personnelFor pending.
Also include the inquiry of pending work order and process step:
The work order case that the treatment people of the most described technical ability group processes for extracting oneself job number to carry out is enteredRow is inquired about and represents；
B. represent each link of work order and process details；
C. represent the handling suggestion of worksheet link and process content, and the work order extracted can be led toCross send to some other department, receipt or turn group operation by trouble ticket dispatch give other technical ability groups process.
The S4 work order to having extracted carries out the worksheet in the Limitation on Liability, and the circulation that is disposed is to nextThe trouble ticket pool of technical ability group continues with.Realize different functional department and process the function of different problem link.
Specifically, the most extracted work order arrives in the pending work order that correspondence extracts people, now can be to caseCarry out processing and record, and generation can be sent to proceed to process in other technical ability groups.The same work of this processThe inquiry of single pond is similar, changes the state of work order table and has locked treatment people after extracting due to work order,Will not be processed by other people so the most submitted.
After work order processes, new right by the group single information table corresponding in case regenerates oneThat answers sends unirecord.Processing technical ability group when technical ability group is to process, job number and pending state are empty, circulationIn the trouble ticket pool of next technical ability group.
The step that active trouble ticket is inquired about also is included during trouble ticket dispatch:
A. the work order for currently circulating is inquired about, and inquires about the disposition of each link；
The most do not limit to technical ability group, can inquire the skilled group of work order processed；
C. midway handling suggestion can be increased for the work order being presently processing；
D. can safeguard the inquiry carrying out work order case according to different querying conditions, the current collection of monitoring neutralizes weightThe problem that point is complained.
Repeating step 3 and 4 and form case circulation between different technical ability groups, this process passes through active trouble ticketInquiry can carry out representing all records sending monocycle to save, and can carry out simultaneously for progress work order the most slowlySuggestion is added halfway, and suggestion record is deposited into case operation sheet by flag bit.
The essential information of all work orders, extension information, group single information, case operation note, in this caseAfter process terminates, all will enter in corresponding filing table.History trouble ticket inquiry is same provides List containerIteration goes out the mode of all records, is presented to the qualified information in foreground, for checking and analyzing.
Also include the step that history trouble ticket is inquired about:
A. for the work order wound up the case and file, inquiry institute skilled group under described work order history circulateSituation and information suggestion, check the disposition of each link, sorts out in conjunction with complaining problem and solutionMore excellent scheme and more valuable information (such as priority and difficulty problem, compare the complaint problem of concentration, Ke HuguanThe heart and problem etc. interested), comprehensively analyze, form analysis report, carry out for follow-up business and carryFor reference and use for reference；
B. by the inquiry according to type of service, multiple problem and Important Problems are analyzed.
It addition, treatment people just has the authority processing this technical ability group work order under being configured to technical ability group, withThe corresponding one or more technical ability groups of one treatment people.Safeguard the corresponding relation of technical ability group and employee so that memberWork manages more specification, is more beneficial for settle a case trouble ticket dispatch and management.
Such as: foreground technical ability group A accepted user complains work order, accept the page in work order and form case,Case is preliminarily formed after submission；Supplement and improve work order information after carrying out work order arrangement and form formal complaintWork order, and enter in technical ability group A trouble ticket pool；By the work of inquiry in the member under A technical ability group to trouble ticket poolList can carry out inquiring about and extract and carries out in the to-be-processed area of this job number handling that (other technical ability groups of this process cannotOperate this work order, it is ensured that trouble ticket dispatch is accurate)；Carry out handling available active work order inquiry in the middle of processThe inquiry of work order and supervise the disposition of each link, can carry out midway suggestion and add；Finally feed back to useAfter the result that family is satisfied, case terminates, by history trouble ticket can inquire about the going through of described work order under skilled groupHistory circulation situation and information suggestion, carry out reference and reference for follow-up business.
Data base includes following tables of data, has been coordinated the operations of work order by following tables of data:
1) work order information class:
Active trouble ticket Basic Information Table: T_WF_DCASEMSG；For storing client's essential information work order baseThis information.
Active trouble ticket extension information table: T_WF_DCASEEXTMSG；For storing some additional genus of work orderProperty and exclusive attribute.
Work order essential information filing table: T_WF_DCASEMSG_ARC；Substantially believe for storing history trouble ticketBreath, in this table, work order problem has been resolved, for checking history and analyzing.
Work order extension information filing table: T_WF_DCASEEXTMSG_ARC.For storing processed historyWork order extension information.Equally for subsequent analysis and inquiry.
2) case send monocycle save class:
Single information table: the T_WF_DCASEDISPATCHMSG of group；For storing the work order each ring in circulationJoint information.
Case operation sheet: T_WF_DCASEACTION；Information amendment is carried out for storing work order case,The record during operations such as extraction, for monitoring the disposition of work order case itself.
Group single information filing table: T_WF_DCASEDISPATCHMSG_ARC；The most processed for storageWork order send list information.
Case operation note filing table: T_WF_DCASEACTION_ARC.The most processed for storageWork order case operation note.
3) technical ability group authority configuration:
Technical ability group information table: T_WF_DSKILLMSG；For distinguishing different functional department, according to professionalCarry out grouping management, process different link and the work order of type respectively.
Technical ability group business employee's information table: T_WF_DSKILLSTAFFMSG.For depositing under technical ability group allThere are which employee, record technical ability group and the corresponding relation of job number.
The present invention disposes B/S framework code jar bag by weblogic middleware, and oracle is as numberStoring data according to layer, user uses IE the complaint problem of existing customer can be processed and be analyzed.Hardware resource is based on BOSS system hardware resources.
As in figure 2 it is shown, a kind of customer complaint based on B/S framework trouble ticket dispatch solves system, including:Work order accepts module, is used for gathering client's essential information and complaining content, forms preliminary charge sheet, andIt is stored in data base；Work order sorting module, for arranging preliminary charge sheet and perfect, is formedThe work order case of complete specifications, is stored in the trouble ticket pool of corresponding technical ability group；Inquiry and extraction module, be used forWork order case in trouble ticket pool is inquired about, according to actual treatment ability and the responsibility category for the treatment of peopleCarry out work order extraction；Worksheet module, for carrying out the work order in the Limitation on Liability to the work order having pointed outProcessing, the circulation that is disposed continues with to the trouble ticket pool of next technical ability group.
Also include the inquiry of pending work order and processing module, active trouble ticket enquiry module and history trouble ticket inquiryModule；The inquiry of pending work order and processing module, for the treatment people of described technical ability group for extractingThe work order case that oneself job number carries out processing is inquired about and represents, and represents each link of work order and processes details,Represent the handling suggestion of worksheet link and process content；Active trouble ticket enquiry module, for for working asBefore the work order that circulating inquire about, inquire about the disposition of each link, including skilled group of inquiry instituteThe work order processed, the work order for being presently processing increases midway handling suggestion, and according to notSame querying condition safeguards the inquiry carrying out work order case, the problem that monitoring current collection neutralization emphasis is complained；History trouble ticket enquiry module, for for the work order wound up the case and file, institute under skilled group of inquiry instituteState history circulation situation and the information suggestion of work order, comprehensively analyze, form analysis report, for follow-upBusiness carries out offer reference and reference.
The present invention has flexibly and the feature such as aspect and easy care, and user has only to can be complete by browserThe the accepting of work order, work order is become to arrange and trouble ticket pool inquiry and extracting.The most pending work order inquiry and process,The functions such as active trouble ticket inquiry and history trouble ticket inquiry, realize work order from accepting in conjunction with the configuration of technical ability group job numberUntil Resolving probiems feed back to this entire work flow of client.The present invention supports to anticipate in the midway of work order simultaneouslySee interpolation, draw high frequency and typical problem in conjunction with type of service and the inquiry of historical data, the most also high-qualitySolve problem for client.
The foregoing is only presently preferred embodiments of the present invention, not in order to limit the present invention, all in the present inventionSpirit and principle within, any modification, equivalent substitution and improvement etc. made, should be included in thisWithin bright protection domain.