Problem management-interactive robot

Introduction to Fengshen-Problem Management | Interactive Robot

1. Project background

In the process of platform operation and maintenance, platform users will inevitably have some problems. In the initial operation and maintenance stage, users directly communicate with platform operation and maintenance personnel, feedback problems or ask some questions, which will inevitably increase a lot of communication costs, as shown in Figure 1. In the long-term operation and maintenance process, the following problems will be exposed.

figure 1

1.1 User pain points

①I don't know who to solve if there is a problem or no one can be found;
②Unable to perceive the progress of problem handling;
③The communication cost is high, and important issues cannot be dealt with in time;

1.2 Operation and maintenance pain points

① Internal information cannot be shared effectively;
②Multiple entry points for problem management, chaotic problem tracking, and repeated solutions to the same problem;
③The problem processing cycle is long, and the handover process is cumbersome and easy to miss problems;

2. Business Architecture

2.1 Architecture description

The problem management robot is used to help operation and maintenance personnel and users establish various types of problem handling processes, manage all problems and track and record the handling methods of these problems, and provide users with a working platform for assigning, transferring and coordinating problems.
The problem management robot is problem-solving-oriented, and through the unification of problem portals, the user side/operation and maintenance side business portals are all Dingding groups. The DingTalk group is divided into Daji (user side)/Huangwang (Operation and maintenance side). Customer questions are raised in the Daji group and transferred to the Dingwang group, and the operation and maintenance personnel will take the order, as shown in Figure 2.

figure 2

2.2 Features

1. Rely on the DingTalk robot to manage all problems centrally, and adapt to multiple terminals of mobile phones and computers;
2. Record all problems, ensure that they are dealt with in a timely manner and finally solved, avoid problems being ignored, delayed or forgotten, and continue to accumulate;
3. From the time the problem is entered, someone has been responsible for it until the problem is closed;
4. Record all the information of the problem handling process (such as processor, processing time, processing content, etc.);
5. Reduce a lot of communication work such as inquiries, supervision, and reports;

2.3 Function grouping

User side group

1. Question entry: standardized entry template, the user directly enters the problem with @rob;
2. Question query: query questions at any time and get the current progress of the problem;
3. Problem modification: The user can specify the problem handler, evaluate the problem, return the problem, and expedite the problem;
4. Question export: The personal dimension supports multiple export options and exports the questions to Excel, which is convenient for summary reports;

image 3

Operation and maintenance side group

1. Question query: a variety of query modes, query the problem according to your own needs;
2. Problem modification: Operation and maintenance personnel can suspend, mark, change the status, update progress, and forward the problem to the problem;
3. Problem export: The global dimension supports multiple export options and exports the problem to Excel, which is convenient for summary reporting;
4. Progress monitoring: timeout reminder of problem processing time to speed up the progress of problem processing;
5. Problem broadcast: regularly broadcast the list of unresolved problems, and discover important problems in time;

Figure 4

Problematic market

1. Data visualization: Reports are generated according to the dimensions of problem distribution platform, product, processing personnel, and quantity distribution.
2. Problem details: You can search for problem details, processing time, etc.

Figure 5

3. Problem handling

3.1 Processing flow

Figure 6

3.2 Process description

Link	Dingding group	Character	Description	Process status changes
1.1	Customer base	user	@妲己, the robot auto-reply requires the next operation option.
1.2	Customer base	user	@妲己Robot, choose to enter the question. After the question is successfully entered, it will automatically push the question to the on-site group, waiting to be taken over.	Pending
1.3	Customer base	Daji (robot)	@妲己Robot, select the query question.
1.4	Customer base	user	The robot automatically assigns the problem ID and pushes the problem entry details. If you want to modify the problem, you need to close it and submit it again.
1.5	Customer base	user	Reply to the currently unresolved problem, click on the problem to view the details.
1.6	Customer base	user	Choose whether to modify the status of the problem, no/temporarily closed/resolved.
1.7	Customer base	user	Select "Temporary Close"-this issue is pending, the issue will not be queried through "Query Issues Unresolved", but it can be displayed in "Query Issues All", modify the issue through @妲己, and restart the issue.	Processing -> Temporarily closed
1.8	Customer base	Daji (robot)	Select "Resolved"-the problem is closed, and you can check all the problems through @妲己 query for all the problems to see.............. .. ... ................................................................................................................................................;.;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; & & and &;;;;;;;;;;;;;;;? and;;?”?	Processing -> resolved
1.9	Customer base	user	After receiving the on-site "problem handling update" message push, proceed with the processing status selection operation.
2.1	Resident group	Operation and maintenance personnel	Received push notification of user problem entry.
2.2	Resident group	Operation and maintenance personnel	Take over the problem of user input.	To be processed -> processing
2.3	Resident group	Operation and maintenance personnel	Choose whether to forward the question to other resident sites.
2.4	Resident group	Operation and maintenance personnel	①Do not forward-deal with the problem. ②If the problem is not resolved after verification, modify the "Problem Processing Status" to "Processing".	Resolved pending customer verification -> processing
2.5	Resident group	Operation and maintenance personnel	@纣王, modify the problem processing progress, the modification is automatically pushed to the customer group and @the person who raised the problem.
2.6	Resident group	Operation and maintenance personnel	Select whether to "modify the problem handling status", if it has been resolved, change the status to "resolved pending customer verification".	Processing -> Resolved pending customer verification
2.7	Resident group	Operation and maintenance personnel	@纣王 forwarded the question ID. Support the active transfer of the receiver and the active transfer to other operation and maintenance personnel.
2.8	Resident group	Operation and maintenance personnel	Broadcast-automatically broadcast the problem handling situation (cumulative processing situation, today's solution situation) at 10, 14, 18, and 20 every day. Timeout-① Push notification every 10 minutes for not taking over the problem, ② Push the timeout reminder and @TAM at 4h/8h/12h/24h/48h from the time the problem is successfully entered.

4. Conclusion

This issue introduces the original intention of the problem management robot design and the current results. At present, the problem management robot has served several hybrid cloud projects, and the efficiency of project problem tracking has been significantly improved, the user experience has been improved, and the communication cost generated by the problem handling process has been greatly reduced.
Next, I will introduce you to other modules of Fengshen, including operation and maintenance of the market, report analysis, time series database and other related knowledge, so stay tuned!

Reference documents

[1] Robot: 160c08a218e775 https://developers.dingtalk.com/document/tutorial

related information

[1] Fengshen-Operation and Maintenance Brain | Log Detection Tool
[2] Fengshen-core function |

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