JP-2026075979-A - System and method

JP2026075979AJP 2026075979 AJP2026075979 AJP 2026075979AJP-2026075979-A

Abstract

[Problem] The objective is to improve the implementation of remote repairs for devices. [Solution] The system is characterized by having means for receiving a request from a user to initiate remote repair of an error that occurred on a network device; means for generating a consent code to confirm consent to the remote repair in response to the request to initiate the remote repair, and adding notification information including the generated consent code to a notification information data table that manages notification information regarding the error; means for notifying the administrator of the network device of the generated consent code; means for obtaining a consent code from the administrator; means for verifying the consent code obtained from the administrator; and, if the verification is successful, means for granting the user who requested the initiation of the remote repair the authority to perform remote repair limited to the network device. [Selection Diagram] Figure 1

Inventors

池内雄馬

Assignees

キヤノン株式会社

Dates

Publication Date: 20260511
Application Date: 20241023

Claims (5)

A system including network devices and a device management system, A means for receiving a request from a user to initiate remote repair of an error that occurred in the network device, In response to a request to initiate the remote repair, means for generating a consent code to confirm consent to the remote repair, and adding notification information including the generated consent code to a notification information data table that manages notification information regarding the error, A means for notifying the administrator of the network device of the generated consent code, A means of obtaining a consent code from the aforementioned administrator, A means for verifying the consent code obtained from the aforementioned administrator, If the verification is successful, the means of granting the user who requested the start of the remote repair the authority to perform remote repairs limited to the network device, A system characterized by having the following features.
The verification means is characterized in that the verification is considered successful if the notification information data table contains notification information that includes a consent code that matches the consent code obtained from the administrator.
The system according to claim 1, characterized in that it has means for transferring the remote repair authority granted to the user who made the request to initiate the remote repair to another user.
The system has means for receiving input of the device ID of the network device that is the target of the remote repair from the user who requested the commencement of the remote repair, The means for adding the above-mentioned means adds the notification information, including the generated consent code and the entered device ID, to the notification information data table that manages the notification information regarding the error. The means for obtaining the above-mentioned means obtains the device ID of the network device that is the target of the remote repair, along with the consent code from the administrator. The verification means is characterized in that the verification is considered successful if the notification information data table contains notification information that includes a consent code that matches the consent code obtained from the administrator, and a device ID that matches the device ID obtained together with the consent code.
A method for controlling a system including a network device and a device management system, A process of receiving a request from a user to initiate remote repair of an error that occurred in the network device, In response to the request to initiate the remote repair, the process involves generating a consent code to confirm consent to the remote repair, and adding the notification information containing the generated consent code to a notification information data table that manages notification information regarding the error. The steps include notifying the administrator of the network device of the generated consent code, The process of obtaining a consent code from the aforementioned administrator, The process involves verifying the consent code obtained from the aforementioned administrator, If the verification is successful, the user who requested the start of the remote repair is granted remote repair privileges limited to the network device. A method characterized by having the following:

Description

This invention relates to a system and a method. Generally, in the case of image forming machines under a maintenance contract, a business model is known where the customer manager of the image forming machine contacts a call center to handle troubles, and a remote operator at the call center responds to the report. In this case, if the remote operator determines that a configuration change to the image forming machine is necessary to resolve the problem, they must dispatch a service technician to the site. However, there is a demand for remote operators to handle problems with image forming machines from a remote management system without having to go to the site, for reasons such as reducing dispatch costs and resolving problems quickly. As an approach to address this demand, an information processing system is known that allows remote operation from a management device to an image forming machine when a connection permission button is pressed on the image forming machine's screen (Patent Document 1). Hereafter, "remote repair" will be defined as when a remote operator at a call center remotely operates the image forming machine to collect information or change its settings in order to resolve a trouble report. Japanese Patent Publication No. 2011-91773 This is a block diagram showing the overall configuration of the system according to Embodiment 1 of the present invention.This is a block diagram showing the hardware configuration of the system according to Embodiment 1 of the present invention.This is a block diagram showing the software configuration of the system according to Embodiment 1 of the present invention.This figure shows the overall processing sequence of the system according to Embodiment 1 of the present invention.This figure shows the overall processing sequence of the system according to Embodiment 1 of the present invention.This figure shows a flowchart of the notification information creation process according to Embodiment 1 of the present invention.This figure shows the notification information list confirmation screen according to Embodiment 1 of the present invention.This figure shows the remote repair consent screen according to Embodiment 1 of the present invention.This figure shows a flowchart of the consent code verification process according to Embodiment 1 of the present invention.This figure shows a flowchart of the remote repair job creation request control process according to Embodiment 1 of the present invention.This figure shows a screen related to remote repair job creation according to Embodiment 1 of the present invention.This figure shows the notification information operation related screen according to Embodiment 2 of the present invention.This figure shows the notification information operation related screen according to Embodiment 2 of the present invention.This diagram shows a flowchart of the notification response transfer process according to Embodiment 2 of the present invention.This figure shows a flowchart of the notification information creation process according to Embodiment 3 of the present invention.This figure shows the input screen of the target device according to Embodiment 3 of the present invention.This figure shows a flowchart of the consent code verification process according to Embodiment 3 of the present invention.This figure shows a flowchart of the consent code verification process according to Embodiment 4 of the present invention.This figure shows the overall processing sequence of the system according to Embodiment 5 of the present invention.This figure shows the overall processing sequence of the system according to Embodiment 5 of the present invention.This figure shows a screen related to remote repair requests according to Embodiment 5 of the present invention.This figure shows a flowchart of the notification information creation process according to Embodiment 5 of the present invention.This figure shows the notification information list confirmation screen according to Embodiment 5 of the present invention. The embodiments of the present invention will be described in detail below with reference to the attached drawings. Note that the following embodiments do not limit the scope of the present invention as defined in the claims, and not all combinations of features described in these embodiments are necessarily essential to the solution of the present invention. Furthermore, identical components are given the same reference numeral and their descriptions are omitted. Implementing remote repairs requires proper access control, where only remote operators authorized by the customer administrator of devices such as image forming machines can perform remote repairs, and only on devices also authorized by the customer administrator. The customer administrator of devices such as image forming machines is an example of a device administrator. For example, a system could be envisioned that manages users including remote operators and the