JP2003345628A - Method for collecting fault research material, and implementation system therefor and processing program therefor - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technique capable of efficiently collecting materials for analyzing a fault occurring in an information processor to be monitored. <P>SOLUTION: A fault research material collecting method of collecting the materials for analyzing the fault occurring in the information processor to be monitored includes the steps of: receiving identification information for identifying the fault occurring in the information processor to be monitored; selecting materials needed to analyze the fault identified with the received identification information from an instance database by referring to the instance database showing faults which occurred in the past and materials collected at the time; and requesting the information processor to be monitored to collect the selected materials. <P>COPYRIGHT: (C)2004,JPO

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a fault investigation data collection system for collecting data for analyzing a failure that has occurred in a customer's system, and in particular, to determine a data to be collected based on information of data collected in the past. The present invention relates to a technology that is effective when applied to a failure investigation data collection system that performs the collection.

[0002]

2. Description of the Related Art Conventionally, in the case of failure analysis due to a failure of hardware or software or a setting error, if it is not possible to deal with the failure manually, an inquiry is made to a customer support center. In order to obtain more detailed information based on logs output from multiple computers, there is a case where the administrator on the failure side and the person in charge of the support center exchange data manually several times. And took time. In addition, in order to obtain detailed information, a maintenance worker sometimes performs an operation based on a work instruction sheet or the like.

[0003] Although the spread of the Internet has made it easier to obtain fault information, it has been necessary for managers and vendor service personnel to take time to determine the applicability of such information.

[0004] From the viewpoint of fault monitoring, for software faults, existing faults and countermeasures are directly and automatically associated with faults to be used for speeding up the application of modified versions and for proactive monitoring, and for the Internet. JP-A-2001-14187 discloses a failure diagnosis system that facilitates the acquisition of failure information and a corrected version via a network due to the spread of information and incorporates such information as an element of the diagnosis system. The outline of this is that in a computer system composed of a fault monitoring unit and a fault diagnosis unit, the fault monitoring unit notifies the fault diagnosis unit of change information of hardware and software configuration information and fault information when a fault occurs. Means, the failure diagnosis unit has a failure diagnosis means for searching a database for a reported failure corresponding to the notified configuration and failure information, and when a specific configuration change or failure occurs,
It presents a list of possible reported failure information.

[0005]

In the above-mentioned prior art, a reported failure corresponding to the configuration and failure information notified at the time of failure occurrence is searched from a database, and there is a possibility that a specific configuration change or failure may occur at the time of failure occurrence. By presenting a list of reported failure information, the efficiency of problem analysis in the event of a failure has been improved, and the time required to apply a modified version of an existing problem has been reduced. If it is not clear what kind of data should be collected, the administrator on the failure side and the person in charge of the support center need to communicate several times to determine the data to be collected, and investigate the cause of the failure. It took manpower and time to do it.

[0006] Further, when various failure phenomena occur due to a single failure, the failures appear different depending on the failure phenomenon being observed. It may take more time to determine the data to be collected by performing the exchange. Furthermore, even if the failure phenomenon is the same, if it is estimated that there are multiple defective points, it is necessary to collect multiple data.However, if data is collected one by one according to each defective point, it takes time to collect data. There is a problem that requires.

Further, it is rare that a service engineer (SE) corresponding to a customer system has knowledge of hardware, an operating system (OS), and all kinds of middleware. It is necessary to keep in touch with the workers, but mistakes in the communication that occur at that time and human errors due to differences in the technical level of the responders also caused the work delay. In fact, it is difficult even for experienced SEs to look at the manual at the time of the failure, collect necessary materials, and then perform the recovery work reliably and calmly. For this reason, it sometimes takes a long time to check the error number at the time of occurrence of a failure and to collect data such as a specific log or dump.

It is an object of the present invention to solve the above-mentioned problem and to provide a technique capable of efficiently collecting data for analyzing a failure that has occurred in an information processing apparatus to be monitored.

[0009]

According to the present invention, there is provided a fault investigation data collection system for collecting data for analyzing a failure that has occurred in a customer system. Is determined and data is collected.

[0010] In the trouble investigation data collection system of the present invention,
When the occurrence of a failure is detected in the monitored system, which is the information processing device to be monitored, failure information including an error number, which is identification information for identifying the occurred failure, is transmitted to the information processing device that performs failure management. The information is transmitted to a certain fault management system via a network, and the fault management system receives the transmitted fault information.

Next, the fault management system refers to a case database showing faults that have occurred in the past in a plurality of managed systems to be managed and data collected at that time, and matches with the error number in the received fault information. The material number in the record to be read is read out, and the material necessary for analyzing the failure is selected from the case database. Then, it transmits the material number of the selected material to the monitored system, and requests the monitored system to collect the material.

In the monitored system, a command corresponding to the transmitted material number is read from the material collection command table and executed by referring to a material collection command table indicating a command for collecting each material.
The data collected by the command is transmitted to the fault management system.

As described above, according to the present invention, when a failure occurs in a certain monitored system, a new database is created by using a case database showing the failures that have occurred in the past in another monitored system and the data collected at that time. Since the data for analyzing the failure that has occurred is determined and the data is collected, it is possible to shorten the time required for collecting the data in the conventional investigation of the cause.

As described above, according to the fault investigation data collection system of the present invention, the data to be collected is determined based on the case of the fault that occurred in the past, and the data is collected. It is possible to efficiently collect data for analyzing the failure that has occurred.

[0015]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A failure investigation data collection system according to an embodiment for collecting data for analyzing a failure that has occurred in a monitored system will be described below.

FIG. 1 is a diagram showing a schematic configuration of a fault investigation data collection system according to this embodiment. As shown in FIG. 1, the monitoring target system 100 of the present embodiment includes a failure history 102,
It has contract information 103 and a data collection command table 106.

The failure history 102 is stored in the monitored system 10
This is information indicating the history of failures that have occurred at 0. Contract information 1
03 is the monitoring target system 100 and the fault management system 1
This is information indicating a contract number for identifying the content of the fault management contract concluded with the ten. The data collection command table 106 is a table in which information for selecting a data collection command for collecting data required for pursuing the cause of the failure is stored. Further, the monitoring target system 100 includes a failure detection unit 101, a failure notification unit 104, and a data collection unit 105.

The failure detection unit 101 is a monitoring target system 1
This is a processing unit that detects a failure that has occurred in 00. The failure notification unit 104 is a processing unit that, when a failure is detected by the failure detection unit 101, notifies the failure management system 110 of an error number that is identification information for identifying the failure. The data collection unit 105 is a processing unit that collects data necessary for pursuing the cause of the detected failure.

The monitoring target system 100 is connected to the fault detecting unit 10.
1. A program for functioning as the failure notification unit 104 and the data collection unit 105 is recorded on a recording medium such as a CD-ROM, stored on a magnetic disk or the like, and then loaded into a memory and executed. The recording medium for recording the program may be a recording medium other than the CD-ROM. Further, the program may be installed from the recording medium to the information processing apparatus and used, or the recording medium may be accessed through a network to use the program.

The fault management system 110 has a contract database 113 and a case database 114.

The contract database 113 is a database that holds information indicating the contents of a fault management contract between each monitored system and the fault management system 110. The case database 114 is a database that holds information indicating a case of a failure that has occurred in each monitored system so far. Also, the fault management system 110
Has a fault receiving unit 111, a fault diagnosing unit 112, and a material requesting unit 115.

The fault receiving unit 111 is a processing unit that receives fault information including an error number for identifying a fault that has occurred from the monitored system 100. Fault diagnosis unit 112
Is a processing unit that receives failure information from the failure receiving unit 111, accesses the case database 114 and the contract database 113, and selects necessary materials. The data requesting unit 115 is a processing unit that requests the monitored system 100 to transmit the data selected by the failure diagnosis unit 112.

The fault management system 110 is connected to the fault receiving unit 11
1. A program for functioning as the failure diagnosis unit 112 and the data requesting unit 115 is recorded on a recording medium such as a CD-ROM, stored on a magnetic disk or the like, and then loaded into a memory and executed. The recording medium for recording the program may be a recording medium other than the CD-ROM. Further, the program may be installed from the recording medium to the information processing apparatus and used, or the recording medium may be accessed through a network to use the program.

The fault investigation data collection system according to the present embodiment includes a monitoring target system 100 and a network 10
7 is realized by the fault management system 110. The fault management system 110 monitors faults of a plurality of monitored systems via the network 107. In this embodiment, the failure detection unit 101 is provided in the monitoring target system 100, but may be provided in the failure management system 110.

FIG. 2 is a flowchart showing the overall processing procedure of the fault investigation data collection system of the present embodiment. As shown in FIG. 2, in the fault investigation data collection system according to the present embodiment, when a fault is detected in the monitored system 100, the fault management system 110 refers to a case database 114 indicating a case of a fault that has occurred in the past. Then, the retrieved material number is notified to the monitored system 100 to collect the material.

FIG. 3 shows a monitoring target system 10 according to this embodiment.
11 is a flowchart illustrating a procedure of a failure history search process on the 0 side. As shown in FIG. 3, in the fault investigation data collection system of the present embodiment, it is searched whether or not a fault that has occurred in the monitoring target system 100 matches the fault held in the fault history 102, and matches. In this case, the same data as the data collected at the time of the failure is collected as the data at the time of recurrence.

FIG. 4 shows step 203 of FIG. 2 of the present embodiment.
It is a flowchart which shows the processing procedure of the contract check processing of FIG. As shown in FIG. 4, in the failure investigation data collection system according to the present embodiment, when failure information is received from the monitored system 100, a process for checking whether a support contract with the monitored system 100 is valid. I do.

FIG. 5 shows step 306 in FIG. 3 of this embodiment.
It is a flowchart which shows the processing procedure of the material collection process at the time of recurrence. As shown in FIG. 5, in the failure investigation data collection system of the present embodiment, a corresponding data collection command is acquired from the data collection command table 106 and executed, and data is collected when a failure occurs again.

FIG. 6 shows step 212 of FIG. 2 of this embodiment.
It is a flowchart which shows the processing procedure of the assignment process to a support person. As shown in FIG. 6, in the failure investigation data collection system of the present embodiment, the failure table received from the monitored According to the cause of the failure identified by the error number in the information, notify the different support personnel that the failure has occurred.

FIG. 7 shows a monitoring target system 10 according to this embodiment.
FIG. 3 is a diagram illustrating an example of a data structure of a failure history of 0. As shown in FIG. 7, the error number 701 includes the monitored system 100
A number for identifying the failure that has occurred in is registered, and the latest date when the failure occurred is registered in the occurrence date 702.
The cumulative number of occurrences 703 counts the number of times the failure has occurred. The material number 704 is a unique number representing a material necessary for investigating the cause of the failure.

FIG. 8 shows a monitoring target system 10 according to this embodiment.
It is a figure showing the example of data structure of contract information 103 of 0. As shown in FIG. 8, a contract number 801 is a unique number issued when a support contract is made, and is registered by a support person at the time of contract. In the support contract of the present embodiment, one contract includes hardware, OS, middleware, and the like.
It shall be managed by one contract number.

FIG. 9 is a diagram showing an example of a data collection command table according to this embodiment. Document number 901 as shown in FIG.
Is a unique number assigned to each material. The material indicated by the material name 902 is the corresponding material collection command 9
03 is collected.

FIG. 10 shows the contract database 1 of the present embodiment.
FIG. 13 is a diagram illustrating an example of a thirteenth embodiment. Contract number 10 as shown in FIG.
01 is a unique number issued for each system, and the contract end date 1002 indicates the expiration date of the contract. Product name 1003, software version 1
004 and hardware information 1007 indicate a contracted product, and include a customer name 1005 and customer contact information 1
All customer information 006 is registered by a support person at the time of contract.

FIG. 11 shows a case database 1 of this embodiment.
It is a figure showing an example of 14 reception tables. The reception number 1101 in FIG. 11 is a unique number issued when a failure case is received, and the error number 1102 is identification information for identifying a failure that has occurred.

The status 1103 indicates the status of the received case, and is input by a support person. Therefore, it is blank until input by the support person. The reception date 1104 indicates the date when the failure case was received.

The support person 1105 indicates the name of the support person in charge of the trouble case or the number for identifying the person in charge. The contract number 1106 is the contract number of the monitored system 100 in which the trouble has occurred. 1001 is stored.

FIG. 12 shows a case database 1 of this embodiment.
It is a figure showing an example of 14 material tables. As shown in FIG. 12, the error number 1201 is identification information for identifying a failure, and the number stored in the error number 1102 in FIG. 11 is set. The occurrence factor 1202 indicates the cause of the failure identified by the error number 1201, and the material number 1203 indicates the identification number of the material required to analyze the failure when the failure of the error number 1201 occurs Is shown.

The occurrence factors 1202 and material numbers 1203 stored in the material table of the case database 114
Is set by a support person when a failure identified by the error number 1201 occurs for the first time in a plurality of monitored systems 100 in the failure investigation data collection system of the present embodiment.
In the case where a failure occurs, the data identified by the data number 1203 can be immediately collected by referring to the data table.

When a variety of failure phenomena occur due to a single failure, the same reference number 12 is used for a plurality of error numbers 1201 corresponding to the respective failure phenomena.
By setting 03, appropriate data collection can be performed without being misled by various failure phenomena. Further, when a plurality of trouble locations are estimated even if the failure phenomenon is the same, a plurality of data numbers 1203 are set for the same error number 1201 to collect materials corresponding to the plurality of trouble locations at once. It is possible to

FIG. 13 is a diagram showing an example of the person in charge table according to the present embodiment. Error number 1301 as shown in FIG.
Is identification information for identifying a fault that has occurred.
1 and error number 1201 in FIG.
It corresponds to The department in charge 1302 indicates the department name of the department in charge for each product or function in which a failure has occurred, and the representative contact 1303 is an e-mail as a contact to the representative person in charge belonging to the department in charge 1302. An address or the like is shown.

FIG. 14 shows a case database 1 according to this embodiment.
It is a figure showing an example of 14 reception materials tables. FIG.
As described above, the reception number 1401 is a unique number issued when a failure case is received, and stores the corresponding value of the reception number 1101 in FIG. The material number 1402 indicates the identification number of the material necessary for analyzing the failure that has occurred, and the corresponding value of the material number 1203 in FIG. 12 is stored. The material file 1403 is a file name indicating the material actually collected, and the collection date 1404 indicates the date when the material was collected.

FIG. 15 is a flowchart showing the operation of step 21 in FIG.
9 is a flowchart illustrating a processing procedure of a first new material collection process. As shown in FIG. 15, in the failure investigation data collection system of the present embodiment, a relevant data collection command is obtained from the data collection command table 106 and executed, and data of a failure that has occurred for the first time in the monitored system 100 is collected. .

Next, the entire process from the detection of a fault in the monitored system 100 to the collection of the fault data in the fault investigation data collection system of the present embodiment will be described with reference to FIG. In step 200, the failure detection unit 101 of the monitored system 100
Monitor the failure occurrence status, and when the failure is detected, output an error number for identifying the failure as failure information.

In step 201, the monitoring target system 1
A failure history 102 indicating the history of failures that occurred in the past at 00
And retrieves the record corresponding to the error number. If the error that has occurred matches the error held in the error history 102, collect the data collected when the error occurred. The data collection completion flag is set to ON in addition to the failure information.

In the present embodiment, the failure information includes the error number detected in step 200 and the processing in step 201, ie, the recollection data collection processing in step 306 in FIG. It is assumed that the information includes information obtained in the collection process. Further, in the present embodiment, the failure history search processing is performed using the failure history 102 on the monitoring target system 100 side, but may be performed using the case database 114 on the failure management system 110 side.

In step 202, the contract information 10 shown in FIG.
3 and adds the contract number 801 to the failure information, and notifies the failure information to the failure receiving unit 111 of the failure management system 110.

In step 203, the fault management system 110
The failure diagnosis unit 112 receives the information from the failure reception unit 111, accesses the contract database 113, and confirms the contract.

In step 204, it is checked whether or not the data collection completed flag is ON. If it is ON, it is determined that all necessary data has been collected in step 213.
Then, the case update process is performed. In this case update process,
Based on the error number and the contract number, the receiving date 1104 of the receiving table of the case database 114 of FIG. 11 is updated and the receiving material table of the case database 114 of FIG. 14 is registered.

On the other hand, if the data collection completion flag is not ON in step 204, the process proceeds to step 205, where the failure diagnosis unit 1
12 searches the reception table of the case database 114 based on the error number.

In step 206, the case database 1
It is checked whether or not any of the error numbers 14 matches the error number. If there is no matching example, the process proceeds to step 212 as there is no matching example, and a new registration process of the receiving table of the case database 114 in FIG. 11 is performed. Step 214
Then, the assignment process to the support staff is performed. Here, information input from the support staff is stored in the columns of the initial status and the support staff in the reception table.

On the other hand, if there is a matching example in step 206, the process proceeds to step 207, where the receiving table of the case database 114 in FIG. Determine if there is.

As a result of the judgment in step 207, if the same case occurs in the same system, it is determined that the phenomenon has occurred again in step 21.
Then, the process proceeds to step 3 to update the reception date 1104 in the reception table of the case database 114 in FIG. On the other hand, if it is determined in step 207 that this case is a new case in the system, the process proceeds to step 208, and new registration is performed in the reception table of the case database 114 in FIG.

Next, in step 209, it is determined whether or not the material of the material number 1203 corresponding to the error number 1201 has been collected by searching the material table of the case database 114 of FIG. 12, and the material is collected. If so, the case update processing is performed in step 213 assuming that no additional material is necessary.

On the other hand, if it is determined in step 209 that the material with the material number 1203 corresponding to the error number 1201 has not been collected, it is determined that additional material is necessary, and the process proceeds to step 210. Error number 1 to the data collection unit 105 of the monitored system 100
201 and the document number 1203 are notified.

Next, at step 211, the monitored system 1
00 executes a new data collection procedure described later with reference to FIG.
After collecting the data, the processing after step 202 is performed. Then, the support person investigates the collected data.

Next, a failure history search process on the monitoring target system 100 side in the failure investigation material collection system of the present embodiment will be described with reference to FIG. Step 30
In step 1, the failure history 102 of the monitoring target system 100 is searched based on the error number detected in step 200, and in step 302, the presence or absence of a matching example in the failure history 102 of the system is determined.

As a result of the determination in step 302, if there is a matching example in the failure history 102 of the system, the process proceeds to step 303, and as a recurrence of the phenomenon, the occurrence date 702 corresponding to the error number 701 of the matching example is updated. I do. Then, in step 304, “1” is added to the total number of occurrences 703, and then in step 305, the error number 701 is added.
In step 306, a recurring data collection procedure is executed. Step 3
If the result of determination in step 02 is that there is no matching example, step 307
Then, the error number 701,
A new registration of the occurrence date 702 and the total number of occurrences 703 is performed.

Next, the contract check processing of step 203 in the failure investigation data collection system of the present embodiment will be described with reference to FIG. In step 401, the contract database 113 is searched based on the contract number, and in step 402, it is determined whether the contract is valid. When determining whether the contract is valid, the contract number 10 shown in FIG.
The determination is made using the contract end date 1002 corresponding to 01. If the result of the determination in step 402 is that the contract is invalid, the process proceeds to step 403, where the customer contact 1 in FIG.
The customer 006 is notified that the contract has expired or is out of contract. If the contract is valid, the contract determination processing ends.

Next, a description will be given, with reference to FIG. 15, of a new data collection process in step 211 in the fault investigation data collection system of the present embodiment. In the case of the new material collection process of step 211, the process proceeds to step 1501, and based on the notified material number 1203, the corresponding material collection command 90 from the material collection command table 106 shown in FIG.
3 is selected, and in step 1502, the selected command is executed. In step 1503, data output by executing the command is collected / stored. In step 1504, the date and time of the collection are recorded. In step 1505, based on the error number, the material number 70 is stored in the failure history 102 of the monitored system 100 shown in FIG.
In step 1506, the data collection completed flag is turned ON, and the new data collection process is terminated.

Next, a description will be given, with reference to FIG. 5, of the data collection processing at the time of recurrence in step 306 in the failure investigation data collection system of the present embodiment. In the case of the data collection process at the time of recurrence in step 306, the process proceeds to step 501, and based on the material number 704 of the failure history 102 on the monitored system 100 side in FIG. 7, the data collection command table 1 shown in FIG.
06, the corresponding material collection command 903 is selected, and in step 502, the selected command is executed. In step 503, data output by execution of the command is collected / stored. In step 504,
Record the date and time of collection. In step 505, the data collection completion flag is turned ON, and the data collection process at the time of recurrence is terminated.

In each of the processes shown in FIGS. 5 and 15, the data collection unit 105 and the data request unit 115 hold a copy (using replication or the like) of the data collection command table 106 in FIG. 9 in order to reduce the network load. Shall be.

Next, the assignment processing to the support staff in step 212 in the failure investigation data collection system of the present embodiment will be described with reference to FIG. Step 60
In step 1, an error number 1301 that matches the error number transmitted from the monitored system 100 is searched for with reference to the person in charge table in FIG.

In step 602, the contents of the department in charge 1302 of the searched record are examined. If the department in charge 1302 is the department in charge of hardware, that is, if the fault that occurred is a hardware fault, step 602 is executed.
Then, the process proceeds to step S5, and the hardware representative representative contact indicated in the representative contact 1303 is notified.

Similarly, if it is determined in step 603 that an OS failure has occurred, then in step 606 the representative contact 1 for the OS
In step 604, a notification is made to the representative contact 1303 in charge of the middleware. Representative contact 130
Notification to 3 uses an e-mail or the like. In the present embodiment, hardware, OS, and middleware are roughly classified, but various middleware may be classified for each product name.

As described above, in the present embodiment, when a failure occurs in a certain monitored system, a case database 114 indicating failures that occurred in the past in another monitored system and data collected at that time is used. In addition, since data to be collected for analyzing a newly generated failure is determined, it is possible to reduce the time required for collecting the data when investigating the cause in the related art.

In addition, when a variety of failure phenomena occur due to one failure, or when a plurality of failure locations are estimated even if the failure phenomena are the same, a plurality of error numbers 1201 in the material table of the case database 114 are the same. By setting the material number 1203 of the document or by setting a plurality of material numbers 1203 to the single error number 1201, it is possible to cope with the problem. In addition, when receiving a failure notification, it is possible to respond quickly by automatically checking the support contract,
Since the data collection is performed quickly and reliably, the failure recovery work can be started more quickly.

As described above, according to the fault investigation data collection system of the present embodiment, the data to be collected is determined based on the case of the fault that occurred in the past, and the data is collected. It is possible to efficiently collect data for analyzing a failure that has occurred in the device.

[0068]

According to the present invention, since the data to be collected is determined based on the case of the fault that occurred in the past and the data is collected, the data for analyzing the fault occurring in the information processing apparatus to be monitored is provided. Can be efficiently collected.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating a schematic configuration of a failure investigation material collection system according to an embodiment;

FIG. 2 is a flowchart illustrating an overall processing procedure of the fault investigation material collection system according to the embodiment;

FIG. 3 is a flowchart illustrating a processing procedure of a failure history search process on the monitoring target system 100 according to the embodiment.

FIG. 4 is a flowchart illustrating a procedure of a contract check process in step 203 of FIG. 2 of the embodiment.

FIG. 5 is a flowchart showing a processing procedure of a data collection process at the time of recurrence in step 306 of FIG. 3 of the embodiment;

6 is a flowchart showing a processing procedure of a process of assigning to a support person in step 212 in FIG. 2 of the embodiment.

FIG. 7 is a diagram illustrating an example of a data structure of a failure history 102 of the monitoring target system 100 according to the present embodiment.

FIG. 8 is a diagram illustrating an example of a data structure of contract information 103 of the monitored system 100 according to the present embodiment.

FIG. 9 is a diagram illustrating an example of a data collection command table according to the embodiment;

FIG. 10 is a diagram illustrating an example of a contract database 113 according to the present embodiment.

FIG. 11 is a diagram illustrating an example of a reception table of the case database 114 according to the embodiment.

FIG. 12 is a diagram illustrating an example of a material table of a case database 114 according to the present embodiment.

FIG. 13 is a diagram illustrating an example of a person in charge table according to the embodiment;

FIG. 14 is a diagram illustrating an example of a reception material table of a case database 114 according to the present embodiment.

FIG. 15 is a flowchart showing a processing procedure of a new material collecting process in step 211 of FIG. 2 of the embodiment.

[Explanation of symbols]

100: monitored system, 107: network, 1
10: failure management system, 102: failure history, 103:
Contract information, 106 ... data collection command table, 101
... Fault detection unit, 104 ... Fault notification unit, 105 ... Data collection unit, 113 ... Contract database, 114 ... Case database, 111 ... Fault reception unit, 112 ... Fault diagnosis unit, 11
5: Material request section, 701: Error number, 702: Date of occurrence, 703: Cumulative number of occurrences, 704: Material number, 80
1: Contract number, 901: Material number, 902: Material name, 9
03: Data collection command, 1001: Contract number, 100
2 ... contract end date, 1003 ... product name, 1004 ... software version, 1005 ... customer name, 1006 ... customer contact information, 1007 ... hardware information, 1101 ... reception number, 1102 ... error number, 1103 ... status, 1104 ... Reception day, 1105 ... Support person, 1
106: contract number, 1201: error number, 1202 ...
Cause of occurrence, 1203: Material number, 1301, Error number, 1302 ... Department in charge, 1303 ... Representative contact, 14
01 ... reception number, 1402 ... material number, 1403 ... material file, 1404 ... collection date.

Claims (6)

[Claims] In a failure investigation data collection method for collecting data for analyzing a failure that has occurred in a monitored information processing apparatus, identification information for identifying a failure that has occurred in a monitored information processing apparatus is received. And referring to a case database showing the troubles that occurred in the past and the materials collected at that time, and selecting materials necessary for analyzing the trouble identified by the received identification information from the case database. And a step of requesting the information processing apparatus to be monitored to collect the selected material. 2. A data collection command table indicating a command for collecting each material is referred to, and a command for collecting the selected material is read out from the material collection command table and executed to execute the command. The method for collecting fault investigation data according to claim 1, wherein collection is performed. 3. A person in charge table showing contact information for persons in charge of each failure occurring in the information processing device to be monitored,
3. The method according to claim 1, further comprising: notifying a support person in charge of the failure identified by the received identification information that the failure has occurred. 4. A failure history indicating a failure that has occurred in the past in the information processing device to be monitored is stored in the information processing device,
When a failure newly occurred in the information processing device to be monitored matches a failure held in the failure history,
4. The method according to claim 1, wherein the data collected at the time of occurrence of the failure is collected and transmitted. 5. A fault investigation data collection system for collecting data for analyzing a failure that has occurred in a monitored information processing apparatus, receiving identification information for identifying a failure that has occurred in the monitored information processing apparatus. Fault receiving unit, referring to the case database showing the faults that occurred in the past and the materials collected at that time, from the case database the necessary materials to analyze the fault identified by the received identification information A fault investigation data collection system, comprising: a failure diagnosis unit to be selected; and a data request unit that requests the information processing apparatus to be monitored to collect the selected data. 6. A program for causing a computer to function as a fault investigation data collection system for collecting data for analyzing a fault that has occurred in a monitored information processing apparatus, the program comprising: It is necessary to analyze the fault identified by the received identification information by referring to the fault receiving unit that receives the identification information for identification and the case database that shows the faults that occurred in the past and the materials collected at that time. A program for causing a computer to function as a failure diagnosis unit that selects appropriate data from the case database and a data request unit that requests the information processing apparatus to be monitored to collect the selected data.