JP2005038029A - Maintenance support system and maintenance method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To efficiently perform help desk operations without placing a burden on a user. <P>SOLUTION: An inquiry registration server 5 of this information registration system has a management part 52 which, when receiving an inquiry request from a client 1, stores in a registration DB 53 a screen image and an operating procedure included in the inquiry request received. The management part 52 causes the screen image to be displayed in a display part 55 according to the operating procedure stored in the registration DB 53. The client 1 has an inquiry processing part 12 which displays a help menu screen, and an image acquisition part 13. When an image acquisition button 32 on the help menu screen is operated, the image acquisition part 13 acquires the screen image matching the operation on the screen, and stores it in a screen image storage folder 14. When an inquiry button 33 on the help menu screen is operated, the inquiry process part 12 sends the screen image in the screen image storage folder 14 and the operating procedure in such a way as to include them in the inquiry request. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a maintenance support system and a maintenance method, for example.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, there has been a call center service in which a failure that has occurred in a computer is communicated to a call center by telephone, the content of the failure is explained, and recovery is performed.
In recent years, a technology has been proposed in which call center services are computerized to form a call center system.
As shown in FIG. 6, in the conventional call center system, when a failure occurs in the registration computer 91, the registration computer 91 accesses the Web server 95 via the Internet connection means 93 and the Internet 94, and enters the registration computer 91 side. The failure information of the registered computer 91 is automatically registered in the registered customer information database 96 of the Web server 95 via the web browser by the provided registered computer monitoring function (see cited document 1). .
In other words, in the conventional call center system, the call center staff automatically acquires the configuration information and failure information of the registration computer 91 by the call center side Web server 92 and registers it in the help desk side database 96. By confirming the registered information, it is possible to ascertain what is happening on the user's computer, so that call center operations can be performed efficiently.
[0003]
[Patent Document 1]
Japanese Patent Laid-Open No. 2002-189818 (FIG. 1)
[0004]
[Problems to be solved by the invention]
However, in the case of the conventional system in which only the failure information that occurred on the user's computer is registered in the call center database, there are various problems that still cannot be taken due to the various failures that occur in the computer. .
First, when other related database information that causes a failure is required on the help desk side, the help desk side requests the user to provide information, and the user himself / herself who receives the request applies. It is necessary to acquire and send back related database information. For this purpose, not only is it time-consuming to acquire data on the user side, but also the user who does not have computer skills to acquire information has to explain from the help desk side.
Second, there is a case where personal information is included in the data requested from the help desk side, and there is also a demand for not wanting to leak this kind of information to the outside.
Third, on the help desk side, as with data acquisition, a screen image is required to analyze user operation procedures and conditions at the time of failure occurrence. The user must operate the computer to collect the screen image, which causes the same problem as the first problem.
[0005]
The present invention has been made to solve such a problem, and an object of the present invention is to provide a maintenance support system and a maintenance method capable of efficiently performing help desk work without burdening the user.
[0006]
[Means for Solving the Problems]
In order to achieve the above object, a maintenance support system of the present invention is a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance service to the client are connected via a network. The client includes a display means for displaying a screen that changes for each function to be used, an operation means for obtaining an image of the screen or an inquiry operation, and a screen image storage for storing the image of the screen. And a screen image acquisition unit that acquires an image of a transition screen for each function to be used and stores it in the screen image storage unit when the operation of acquiring the screen image is performed by the operation unit, and the operation When an inquiry operation is performed by the means, the screen image stored in the screen image storage means is displayed. The inquiry request from the client is received via the network, and the screen included in the inquiry request received by the reception means. Inquiry information storage means for storing the above image and means for displaying an image of the screen stored in the inquiry information storage means.
[0007]
The maintenance support system of the present invention is a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance services to the client are connected via a network. Display means for displaying a screen that changes every time; an operation means for obtaining an image of the screen or an inquiry operation; a screen image storage means for storing the image of the screen; and the screen by the operation means. Screen image acquisition means for acquiring an image of a transition screen for each function to be used and storing it in the screen image storage means in association with an operation procedure, and an inquiry by the operation means When an operation is performed, the screen image stored in the screen image storage means and the operation are stored. A query request received from the client through the network, and a screen included in the query request received by the receiving unit. Inquiry information storage means for storing the image and the operation procedure, and means for displaying the image of the screen stored in the inquiry information storage means in accordance with the operation procedure.
A maintenance support system according to the present invention includes a client disposed at a maintenance service destination, a first server that the client accesses to use information, and a second server that provides maintenance service to the client via a network. In the maintenance support system connected to each other, the first server includes a database in which information on functions that can be used by the client is stored, and a table in which information to be protected is registered for each information in the database, The client stores a display unit that displays a screen that changes for each function that uses the information of the first server, an operation unit that acquires an image of the screen, or an inquiry operation, and an image of the screen Screen image storage means, and the operation means for obtaining an image of the screen. The screen image acquiring means for acquiring a screen image for each function to be used, and storing the screen image storage means in the screen image storage means; and when the inquiry operation is performed by the operation means, the table of the first server Means for processing the information to be protected of the corresponding function among the information to be transmitted obtained from the database with reference to the database and transmitting an inquiry request including the screen image stored in the screen image storage means. The second server includes means for receiving an inquiry request from the client through the network, inquiry information storage means for storing an image of a screen included in the inquiry request received by the receiving means, and the inquiry And a means for displaying an image of the screen stored in the information storage means.
[0008]
The maintenance method of the present invention is a maintenance method in a maintenance support system in which a client arranged at a maintenance service destination and a server that provides a maintenance service to the client are connected via a network. Displaying a screen that transitions for each function to be performed, and when the client acquires an image of the screen that is transitioned for each function to be used when the operation for acquiring the image of the screen is performed in the client. When an inquiry operation is made in the client, the server includes an image of a screen stored in the client in an inquiry request and transmits the inquiry request from the client to the server, and the server sends the inquiry request from the client through the network. Step to receive When, it is characterized by comprising the steps of: storing an image of the screen the server is included in the query request received, and displaying an image of the stored in the server screen.
[0009]
The maintenance method of the present invention is a maintenance method in a maintenance support system in which a client arranged at a maintenance service destination and a server that provides a maintenance service to the client are connected via a network. A step of displaying a transition screen for each function to be performed, and when an operation for acquiring the screen image is performed in the client, the client acquires a screen image for transition for each function to be used and relates to the operation procedure. And when the inquiry operation is performed in the client, the image of the screen and the operation procedure stored in the client are included in the inquiry request and transmitted from the client to the server, and from the client Inquiries about the network A step of receiving the server, a step of storing a screen image and an operation procedure included in the inquiry request received by the server, and a screen image stored in the server according to the operation procedure. And a step of displaying.
According to the maintenance method of the present invention, a client arranged at a maintenance service destination, a first server that the client accesses and uses a function, and a second server that provides a maintenance service to the client are connected via a network. In the maintenance method in the connected maintenance support system, the client displays a screen that transitions for each function that uses the information of the first server, and the client acquires an image of the screen. If the client acquires and stores an image of a screen that changes for each function, and if an inquiry operation is performed in the client, information to be protected is registered for each function information of the first server. The client refers to the table that has been Processing the information to be protected and including the image of the screen stored in the client in the inquiry request, and transmitting the inquiry request from the client to the second server through the network. Two server receiving steps, storing a screen image included in the inquiry request received by the second server, and displaying a screen image stored in the second server. It is a feature.
[0010]
In the present invention, when an inquiry or malfunction occurs when the user operates the client, the client acquires and stores the image of the screen that changes for each function to be used when an operation for acquiring the image of the screen is performed. When the user performs an inquiry operation, the screen image stored in the client is included in the inquiry request and transmitted from the client to the server. In the maintenance service provider, the server receives an inquiry request from a client and stores a screen image. Therefore, when the help desk staff operates the terminal to access the server, the screen image at the time of client operation stored in the server is displayed, so the help desk work is efficiently performed without burdening the user. be able to.
Further, in the present invention, when an inquiry or malfunction occurs when the user operates the client, when the operation for acquiring the image of the screen is performed, the client acquires the image of the screen that changes for each function to be used, Store in association with the operating procedure. When the user performs an inquiry operation, the screen image and the operation procedure stored in the client are included in the inquiry request and transmitted from the client to the server. In the maintenance service provider, when the server receives an inquiry request from a client, the server stores a screen image and an operation procedure included in the received inquiry request. Therefore, when the help desk staff operates the terminal to access the server, the screen image at the time of client operation stored in the server is displayed according to the operation procedure, so that help desk work can be done without burdening the user. Can be done efficiently.
In the present invention, when sending the inquiry request, the information to be protected among the pieces of information to be sent is sent after being replaced, masked, filtered or processed (forged), so that the data requested from the help desk side When personal information is included, this type of information can be prevented from leaking outside.
[0011]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
FIG. 1 is a diagram showing the configuration of an information registration system according to an embodiment of the maintenance support system of the present invention.
[0012]
As shown in FIG. 1, in this information registration system, a client computer 1 (hereinafter referred to as client 1) installed in a maintenance request company and a server computer 2 (hereinafter referred to as database server 2) as a first server are connected to a LAN 3 The client 1 and a server computer 4 (hereinafter referred to as an inquiry registration server 4) as a second server of an external maintenance company are connected via the Internet 5 or the like. . In other words, this information registration system is formed by connecting the maintenance service destination client 1 and database server 2 and the maintenance registration provider inquiry registration server 5 to the client 1 via a network such as the LAN 3 and the Internet 4. Is.
The client 1 connected to the maintenance request company's intranet connects to an external network such as the Internet 5 through an existing network connection means such as a proxy server, and registers defect information and inquiry information, etc. to the inquiry registration server 4 of the maintenance company. To do. The maintenance company has a help desk, and staffs respond to inquiries from users or trouble reports by telephone and terminal operations.
[0013]
The client 1, the database server 2, the inquiry registration server 4, and the like include a CPU, a memory, a storage device such as a hard disk device, a display device such as an LCD monitor, an input device such as a keyboard and a mouse, and a communication interface board with the LAN 3 or the Internet 4. An operating system (hereinafter referred to as OS) and business application software (hereinafter referred to as business application) are installed in the hard disk device. The OS and business application cooperate to realize the functions of this system.
[0014]
The client 1 includes an operation unit 11, an inquiry processing unit 12, an image acquisition unit 13, an image image storage folder 14 generated in the hard disk device, a display unit 15, and the like. The operation unit 11 inputs information operated by the user to the business application. The inquiry processing unit 12 and the image acquisition unit 13 are one function of the business application. The inquiry processing unit 12 displays a help menu screen having an image acquisition button and an inquiry button on the display unit 15. Further, when the inquiry button on the help menu screen is operated, the inquiry processing unit 12 transmits the inquiry request including the screen image stored in the image image storage folder 14 and the operation procedure. When the image acquisition button on the help menu screen is operated, the image acquisition unit 13 acquires a screen image for each function in which the screen transitions according to the operation on the screen, and associates the acquired screen image with the operation procedure. Store in the image storage folder 14. The image image storage folder 14 stores a screen image for each function acquired by the image acquisition unit 13. The display unit 15 displays the screens of the inquiry processing unit 12 and the image acquisition unit 13 and the contents of user operations.
[0015]
That is, the business application of the client 1 functions as a display unit that displays a help menu screen having an image acquisition button and an inquiry button on the display device. Further, when the image acquisition button on the help menu screen is operated by the operation unit 11, the business application acquires a screen image that transitions for each function being used according to the operation on the screen, and acquires the acquired screen image. Is stored in the image image storage folder 14 in association with the operation procedure. The image image storage folder 14 is inquiry information storage means. Further, when the inquiry button on the help menu screen is operated by the operation unit 11, the business application of the client 1 transmits the inquiry request including the screen image and the operation procedure stored in the image image storage folder 14. Functions as a means. The inquiry request includes information obtained by processing a part of the protection target with reference to the related database information table 23 among the transmission target information obtained by the business application of the client 1 from the information of the database server 2 (such as the business application DB 22). included.
As described above, the business application of the client 1 displays the help menu screen, and acquires an image of a screen that transitions for each subsequent operation when the image acquisition button displayed on the help menu screen is pressed by the user. The image is stored in the image storage folder 14. Further, the business application of the client 1 has the image image stored in the image image storage folder 14, the operation procedure, and the business application DB 22 of the database server 2 when the inquiry button displayed on the help menu screen is pressed by the user. An inquiry request is generated and transmitted to the inquiry registration server 5 including information obtained by processing (impersonating) the information to be protected among the information to be transmitted of the corresponding function obtained.
[0016]
The database server 2 includes a management unit 21, a business application database 22 (hereinafter referred to as a business application DB 22), a related database information table 23, and the like. The management unit 21 is a function of the business application, and manages the business application DB 22 and the related database information table 23. The business application DB 22 stores data used in the business of this company (various data for functions such as a search function accessed from the business application of the client 1). That is, information on functions that can be used by the client is stored in the business application DB 22.
In the related database information table 23, information to be protected (such as personal information) that should not be leaked to the outside of the data for each function of the database server 2 is stored for each function. The related database information table 23 is a table in which the functions are related to which table in the business application DB 22 at the time of system development and is registered in the database server 2 in advance. That is, in the related database information table 23, information to be protected is registered for each function information of the database server 2.
Registered in the related database information table 23 are information on the table of the business application DB 22 that is referenced, added, or modified by each function of the business application of the database server 2, and items that can be personal information in the information of the table. (Retained).
Specifically, regarding a search function for searching personal information of, for example, an employee of a business application in the database server 2, if table A is, for example, a personal information table, table A (item a, item b) and table B are, for example, employees When the information table is used, table B (item h) and the like are associated with each other. Further, regarding the organization management function for managing the organization of the company, if the table C is an organization management table, for example, the table C (item a, item b) is associated. Further, regarding a personnel management function for managing personnel of a company, if table B (item h) and table D are, for example, a personnel management table, table D (item g) is associated.
[0017]
The inquiry registration server 5 includes a communication unit 51, a management unit 52, a registration database 53 (hereinafter referred to as a registration DB 53), an operation unit 54, a display unit 55, and the like.
The communication unit 51 communicates with the client 1 of the maintenance request company through the Internet 4. For example, the communication unit 51 receives an inquiry request from the client 1. The management unit 52 manages the registration DB 53. In the registration DB 53, an operation procedure and a screen image are stored by the management unit 52 for each inquiry request from the user received by the communication unit 51. The operation unit 54 inputs the content of the user operation to the management unit 52. The display unit 55 displays the contents of the registration DB 53 managed by the management unit 52 and a DB management screen.
For example, when a user of a maintenance request company makes an inquiry about the operation of the client 1 by telephone or the like, a help desk staff accesses the inquiry registration server 5 from a terminal through a network such as a LAN, or the inquiry registration server 5 A screen image corresponding to the procedure in which the user of the maintenance requesting company operates the client 1 is managed by performing an operation of reading the information of the corresponding client 1 from the registration DB 53 by directly accessing the registration DB 53 from the operation unit 54 of FIG. The data is read from the registration DB 53 by the unit 52 and displayed on the display unit 55.
[0018]
The operation of this information registration system will be described below.
In the case of the information registration system of this embodiment, when a user of the maintenance request company starts a business application on the client 1 and performs a business, if a failure or a content to be inquired occurs, the top screen of the business application is displayed. When the help function is selected and operated from the menu bar, the inquiry processing unit 12 displays a help screen 31 as shown in FIG. 2 on the display device. The help screen 31 is provided with an “image income” button 32 and an “inquiry” button 33.
When the “inquiry” button 33 is clicked (pressed) from the help screen 31 with a mouse or the like, the inquiry processing unit 12 displays a help desk inquiry screen.
[0019]
As shown in FIG. 3, the help desk inquiry screen 34 has a function name selection field 35, a radio button 36 for designating whether or not to attach database information, and a radio for designating whether or not to attach a screen image. There are provided a button 37, an information input field 38 for text input of inquiry contents, a button 39 for returning to the full screen, a cancel button 40, a send button 41, and the like.
This help desk inquiry screen 34 is an input form screen for registering information in the inquiry registration server 5 of the maintenance company (help desk side) through the LAN 3 and the Internet 4.
[0020]
The user can explain the failure / inquiry status on the help desk inquiry screen 34, or select the function name and presence / absence of attached information using the function name selection field 35 and radio buttons 36, 37. Database information and screen images related to the function are included in the inquiry request, transmitted, and registered in the inquiry registration server 5 on the maintenance company side.
[0021]
For example, when the user inputs necessary items in the input form of the help desk inquiry screen 34, selects the radio button 36 “attach” database information, and presses the send button 41 (Yes in S101 and S102 in FIG. 4), The inquiry processing unit 12 first connects to the database server 2 and extracts (reads) a record related to the selected function in the related database information table 23 (S103).
For example, when “function 3” is selected in the function name selection field 35 on the help desk inquiry screen 34 in FIG. 3, the inquiry processing unit 12 causes “function 3: table B (h) in the related database information table 23 in FIG. ), D (g) "is read. The information “function 3: table B (item h), D (item g)” read into the inquiry processing unit 12 may be referenced, added, or deleted when “function 3” of the business application is executed. It shows that a certain table is a table B and a table D. Further, this information includes the meaning that the item h in the table B and the item g in the table D are items (rows) that can be personal information.
[0022]
Subsequently, the inquiry processing unit 12 reads the information of the corresponding table (tables B and D in FIG. 4) from the business application DB 22 (S104).
Then, the inquiry processing unit 12 acquires the information to be protected of the corresponding function among the information read out with reference to the related database information table 23, and may be an item (table B in FIG. 7) that may become personal information. By replacing item h and item g) of table D with an arbitrary character string (arbitrary code) such as 'AAA', masking processing, or filtering processing, personal information is not known as transmission target information A form (form) that can be sent is set (S105). That is, the inquiry processing unit 12 disguises the information to be protected of the corresponding function among the information read from the business application DB 22 with reference to the related database information table 23.
Further, for example, when the user inputs necessary items in the input form of the help desk inquiry screen 34, selects the radio button 37 “attach” the screen image, and presses the send button 41 (No in S101 and S102 in FIG. 4). , S106), the inquiry processing unit 12 can read out and send the operation procedure information corresponding to the image files A and B (image images) related to the selection function stored in the image image storage folder 14. The data is processed into a format and stored in the hard disk device (S107). Thereafter, the inquiry processing unit 12 includes the information in the inquiry request and transmits it through the Internet 4 (S108). That is, the query processing unit 12 refers to the related database information table 23, filters the protection target information of the corresponding function, and sends a query request including the screen image stored in the screen image storage folder 14 to the query registration server 5 Send to.
[0023]
In the maintenance company interim registration server 5, when an inquiry request from the client 1 is received by the communication unit 51 through the Internet 4, the received information is registered in the registration DB 53 by the management unit 52.
[0024]
Thereafter, when the help staff performs an operation for displaying the information of the corresponding client (user) from the operation unit 54, the management unit 52 displays the information registered in the registration DB 53, that is, displays an image according to the operation procedure. As a result, the operation performed by the user on the client 1 is reproduced on the screen of the inquiry registration server 5 of the maintenance company or on the screen of the help staff terminal connected to the inquiry registration server 5 through the LAN or the like. You can understand what kind of operation the user has performed and the inquiry has occurred.
[0025]
Next, processing for acquiring a screen image by the client 1 will be described with reference to FIGS.
First, when the user presses the image acquisition button 32 on the help screen 31 shown in FIG. 2 (S201), during the normal business process of the business application, the operation mode of the business application displays an image for each function. When the screen is switched to the saving mode (image saving mode) (S202) and the screen changes (Yes in S203), the image processing unit 13 acquires the screen image and stores it in the image image saving folder 14 for each function. Registration is started (S204).
[0026]
While the operation mode of the business application is switched to the image acquisition mode, an error that the user wants to make a bug / inquiry or a screen operation is performed and the process is executed (S205). When the screen is switched or an error message is output (Yes in S206), the screen image displayed on the display device is acquired and additionally registered in the corresponding function of the image image storage folder 14 (S207).
If the user performs an operation for ending the image acquisition process in the client 1 (Yes in S208), the business application switches the operation mode from the image acquisition mode to the normal operation mode, and ends the image acquisition mode ( S209).
[0027]
As described above, according to the information registration system of this embodiment, the database information, the screen image, and the like are automatically sent to the help desk side, so that the user can save time and labor for acquiring data directly from the database. In addition, since the content of the data sent to the help desk is unified, there is an advantage that the help desk staff can easily understand the contents of the inquiry.
In addition, the help desk side does not need to request the user to acquire data or provide technical explanations for acquiring data, and can provide explanations for avoiding the original failure. improves.
In addition, information regarding personal information in the data extracted from the business application DB 22 is processed (impersonated) such as masking, filtering, or replacement with an arbitrary code, so that personal information is not leaked to the outside. And that worry is no longer necessary.
In other words, the information to be sent to the help desk is automatically acquired without the user's work, and is safely sent to the help desk, so that the load on the user side can be reduced. This eliminates the need to request information acquisition at the same time, and at the same time eliminates the need for technical explanations, thus improving business efficiency.
[0028]
In addition, this invention is not limited only to the said embodiment.
The software in the embodiment may be stored in a computer-readable storage medium such as a flexible disk, or may be transmitted over a network such as a LAN or the Internet as a software (program) alone.
The computer executes each process in the present embodiment based on a program stored in a storage medium, and includes any configuration such as a single device such as a personal computer or a system in which a plurality of devices are connected to a network. It may be.
[0029]
【The invention's effect】
As described above, according to the present invention, help desk work can be efficiently performed without imposing a burden on the user.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of an information registration system according to an embodiment of the present invention.
FIG. 2 is a diagram showing a help screen displayed on a client in this information registration system.
FIG. 3 is a diagram showing a help desk inquiry screen displayed on the client in the information registration system;
FIG. 4 is a flowchart showing a client inquiry processing operation in the information registration system;
FIG. 5 is a flowchart showing an image acquisition operation of a client in this information registration system.
FIG. 6 is a diagram for explaining a conventional call center system;
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 ... Client computer (client), 2 ... Server computer (database server), 3 ... LAN, 4 ... Internet, 5 ... Inquiry registration server, 11 ... Operation part, 12 ... Inquiry processing part, 13 ... Image acquisition part, 14 ... Image image storage folder, 15 ... display unit, 21 ... management unit, 22 ... business application database (business application DB), 23 ... related database information table, 51 ... communication unit, 52 ... management unit, 53 ... registration database (registration) DB), 54 ... operation section, 55 ... display section.

Claims (6)

In a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance service to the client are connected via a network,
The client
Display means for displaying a transition screen for each function to be used;
An operation means for obtaining an image of the screen or an inquiry operation;
Screen image storage means for storing an image of the screen;
When an operation for acquiring the image of the screen is performed by the operation unit, a screen image acquisition unit that acquires a screen image that transitions for each function to be used and stores the screen image in the screen image storage unit;
When an inquiry operation is performed by the operation means, the screen image storage means includes a screen image stored in the inquiry request and transmitted.
The server
Receiving means for receiving an inquiry request from the client through the network;
Inquiry information storage means for storing an image of a screen included in the inquiry request received by the receiving means;
A maintenance support system comprising: means for displaying an image of a screen stored in the inquiry information storage means. In a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance service to the client are connected via a network,
The client
Display means for displaying a transition screen for each function to be used;
An operation means for obtaining an image of the screen or an inquiry operation;
Screen image storage means for storing an image of the screen;
Screen image acquisition means for acquiring an image of a screen that transitions for each function to be used and storing it in the screen image storage means in association with an operation procedure when an operation for acquiring the image of the screen is performed by the operation means; ,
When an inquiry operation is performed by the operation means, the screen image stored in the screen image storage means and an operation procedure are included in an inquiry request and transmitted.
The server
Receiving means for receiving an inquiry request from the client through the network;
Inquiry information storage means for storing a screen image and an operation procedure included in the inquiry request received by the receiving means;
A maintenance support system comprising: means for displaying an image of a screen stored in the inquiry information storage means according to an operation procedure. A maintenance support system in which a client disposed at a maintenance service destination, a first server that is accessed by the client and uses information, and a second server that provides maintenance service to the client are connected via a network. In
The first server is
A database storing information on functions available to the client;
A table in which information to be protected is registered for each information of the database,
The client
Display means for displaying a screen that changes for each function that uses the information of the first server;
An operation means for obtaining an image of the screen or an inquiry operation;
Screen image storage means for storing an image of the screen;
When an operation for acquiring the image of the screen is performed by the operation unit, a screen image acquisition unit that acquires a screen image that transitions for each function to be used and stores the screen image in the screen image storage unit;
When an inquiry operation is performed by the operation unit, the screen image storage unit is processed after processing the protection target information of the corresponding function among the transmission target information obtained from the database with reference to the table of the first server. A query request including an image of a screen stored in
The second server is
Means for receiving an inquiry request from the client through the network;
Inquiry information storage means for storing an image of a screen included in the inquiry request received by the receiving means;
A maintenance support system comprising: means for displaying an image of a screen stored in the inquiry information storage means. In a maintenance method in a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance service to the client are connected via a network,
The client displaying a transition screen for each function used; and
When the operation for acquiring the image of the screen is performed in the client, the client acquires and stores the image of the screen that changes for each function to be used;
When an inquiry operation is performed in the client, the screen image stored in the client is included in an inquiry request and transmitted from the client to the server;
Receiving an inquiry request from the client through the network;
Storing an image of a screen included in the inquiry request received by the server;
And a step of displaying an image of a screen stored in the server. In a maintenance method in a maintenance support system in which a client arranged at a maintenance service destination and a server that provides maintenance service to the client are connected via a network,
The client displaying a transition screen for each function used; and
When an operation for acquiring the image of the screen is performed in the client, the client acquires an image of the screen that changes for each function to be used, and stores the image in association with an operation procedure;
When an inquiry operation is performed in the client, a screen image stored in the client and an operation procedure are included in an inquiry request and transmitted from the client to the server;
Receiving an inquiry request from the client through the network;
Storing a screen image and an operation procedure included in the inquiry request received by the server;
And a step of displaying an image of a screen stored in the server according to an operation procedure. A maintenance support system in which a client disposed at a maintenance service destination, a first server that the client accesses and uses a function, and a second server that provides a maintenance service to the client are connected via a network In the maintenance method in
The client displaying a transition screen for each function that uses the information of the first server;
When the operation for acquiring the image of the screen is performed in the client, the client acquires and stores the image of the screen that changes for each function;
When an inquiry operation is performed in the client, the client refers to a table in which the information to be protected for each function information of the first server is registered, and the information to be protected of the corresponding function among the information to be transmitted is referred to. Processing and sending an image of the screen stored in the client in the inquiry request from the client to the second server;
Receiving a query request from the client through the network;
Storing an image of a screen included in the inquiry request received by the second server;
And a step of displaying a screen image stored in the second server.

Images