METHOD FOR CONTROLLING TROUBLE AND SERVER THEREOF

摘要

The present invention relates to technology to issue a trouble ticket and to manage server or service trouble based on the issued trouble ticket. A server manages trouble as follows. The server: generates virtual role groups and stores processing staff information of each role that each virtual role group is matched to at least one piece of processing staff information; obtains information about a trouble occurrence from a subject being monitored and selects a virtual role group to process the trouble occurrence information among the virtual role groups; identifies processing staff information which is matched to the virtual role group among the processing staff information of each role and generates trouble ticket information including part of or all the trouble occurrence information; processes the issue of the trouble ticket using the trouble ticket information and the identified processing staff information; and completes the trouble ticket processing. According to the present invention, trouble occurrence information is accurately conveyed to a person in charge and a trouble ticket is correctly delivered although a person in charge is changed. Also, trouble recovery time from a managerial point of view can be accurately calculated. [Reference numerals] (110) Server;(120) Terminal;(130) Network