Device management apparatus

A device management apparatus is configured by execution of one or more programs to (i) acquire, from an external apparatus, a status-change information record for a status change that has occurred in a status-changed device, and (ii) determine whether or not the acquired status-change information record is a status-change information record for a managed device managed by the device management apparatus. If it is determined that the acquired status-change information record is a status-change information record for a managed device managed by the device management apparatus, the device management apparatus (iii) transmits an instruction to such managed device to perform a response action to display a message, based on the status-change information record, or if it is determined that the acquired status-change information record is not a status-change information record for any of the managed devices managed by the device management apparatus, the device management apparatus transmits information based on the acquired status-change information record to another device management apparatus managing another device which is not one of the managed devices managed by the device management apparatus.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application claims priority to and incorporates by reference the entire contents of Japanese Patent Application No. 2014-253478 filed in Japan on Dec. 15, 2014.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates generally to device management apparatuses.

2. Description of the Related Art

A technique for establishing collaboration between a help desk system, which manages an event such as a trouble occurred in a device, and a device management apparatus, which manages the device, is conventionally known. An example of the technique is disclosed in Japanese Laid-open Patent Application No. 2014-174838.

Conceivable examples of the above-described technique include a technique of causing information about a device managed by a help desk system to be displayed on the device via a device management apparatus managing the device.

To implement this technique, the following approach can be taken. The help desk system transmits an electronic mail (hereinafter, “email”) containing information about one of devices managed by the help desk system to an email server. The device management apparatus receives the email from the email server. If the information contained in the email is information about a device managed by the device management apparatus (hereinafter, “the managed device”), the device management apparatus causes the managed device to display the information. This approach requires that the email received by the device management apparatus from the email server should be deleted. This is because, if a same email should be received a plurality of times, the device management apparatus performs the above-described process the plurality of times, which is undesirable.

Accordingly, in a situation where there is a plurality of device management apparatuses managing different devices, if one of the device management apparatuses receives an email containing information about a device managed by another one of the device management apparatuses, the other one of the device management apparatuses cannot receive the email and therefore fails to cause the device to display the information about the device.

SUMMARY OF THE INVENTION

According to exemplary embodiments of the present invention, there is provided a device management apparatus comprising: an acquisition unit that acquires, from an external apparatus, a status-chance information record about a status change occurred in a first device; a determining unit that determines whether or not the acquired status-change information record is a status-change information record about the first device; a response-action instructing unit that instructs, if the status-change information record is determined as being a status-change information record about the first device, the first device to perform a response action based on the status-change information record; and a transmitting unit that transmits, if the status-change information record is determined as not being about the first device, information based on the status-change information record to another device management apparatus managing a second device that is different from the first device.

Exemplary embodiments of the present invention also provide a device management apparatus comprising: a receiving unit that receives, from another device management apparatus, the other device management apparatus managing a second managed device that is different from the first managed device, information based on a status-change information record about a status change occurred in another device, than the second device; a determining unit that determines whether or not the received information contains information about the first device; and a response-action instructing unit that instructs, if the information contains information about the first device, the first device to perform a response action based on the information.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1is a block diagram illustrating an example of configuration of a device management system1according to an embodiment. As illustrated inFIG. 1, the device management system1includes a help desk system10, an email server20, device management apparatuses30,40-1, and40-2, managed devices50A-1to50A-L (L is a natural number),50B-1to50B-M (M is a natural number), and50C-1to50C-N (N is a natural number).

The email server20is an example of “external apparatus”. The device management apparatus30is an example of “first device management apparatus”. The device management apparatuses40-1, and40-2are an example of “second device management apparatus”. The managed devices50A-1to50A-L are an example of “first managed device”. The managed devices50B-1to50B-M and50C-1to50C-N are an example of “second managed device”.

The help desk system10, the email server20, and the device management apparatuses30,40-1, and40-2are connected to each other via a network2. The device management apparatus30is connected to the managed devices50A-1to50A-L via a network3. The device management apparatus40-1is connected to the managed devices50A-1to50A-L via a network4. The device management apparatus40-2is connected to the managed devices50C-1to50C-N via a network5.

Examples of each of the networks2to5include the Internet and a LAN (local area network). The network2to5may be either networks identical to each other or different networks.

The help desk system10manages event information records, each about an event (which is an example of “status change”) occurred in one of the managed devices50A-1to50A-L,50B-1to50B-M, and50C-1to50C-N. The help desk system10can be implemented on one or more computers.

Each event information record (which is an example of “status-change information record”) may contain, for example, description information indicating description of the event, a device identification information piece, by which the device where the event has occurred is identified, address information indicating a network address of the device where the event has occurred, and response action information indicating a response action to be taken for the event (the description of the event).

Examples of the event description include, but not limited to, statuses of a trouble such as occurrence of the trouble, a response action taken for the trouble, and closure of the trouble. The event can further include a status change occurred in the device. Examples of the device identification information piece include a device name, a serial number, and a MAC (media access control) address. Examples of the address information include an IP address and a port number. Examples of the response action information include a URL (uniform resource locator) such as a Servlet name, by which a program, which causes the device where the event has occurred to perform a predetermined operation, is called. Examples of the predetermined operation include an operation of causing the device to display a message, which depends on the event. The message to be displayed can be specified using the response action information.

FIG. 2is a block diagram illustrating an example of a hardware structure of the help desk system10according to the present embodiment. As illustrated inFIG. 2, the help desk system10includes a control device11such as a CPU (central processing unit) and a GPU (graphics processing unit), a main storage device12such as a ROM (read only memory) and a RAM (random access memory), an auxiliary storage device13such as an HDD (hard disk drive) or an SSD (solid state drive), a display device14such as a display, an input device15such as a mouse, a keyboard, or a touch panel, and a communication device16such as a communication interface. Hence, the help desk system10has a hardware structure exploiting a general computer.

For example, when a new event information record (e.g., an event information record about occurrence of a trouble) is entered by an operator of the help desk system10or the like by using the input device15, the control device11registers (stores) the event information record in the auxiliary storage device13and transmits an email containing content of the event information record from the communication device16to the email server20.

For another example, when an updating input, which updates an event information record (from occurrence of a trouble to a response action taken for the trouble, for example) already registered in the auxiliary storage device13, is entered by an operator of the help desk system10or the like by using the input device15, the control device11updates the event information record and transmits an email containing content of the updated event information record from the communication device16to the email server20.

The email server20relays transmission and reception of emails and can be implemented on one or more computers.

FIG. 3is a block diagram illustrating an example of a hardware structure of the email server20according to the present embodiment. As illustrated inFIG. 3, the email server20includes a control device21such as a CPU and a GPU, a main storage device22such as a ROM and a RAM, an auxiliary storage device23such as an HDD or an SSD, a display device24such as a display, an input device25such as a mouse, a keyboard, or a touch panel, and a communication device26such as a communication interface. Hence, the email server20has a hardware structure exploiting a general computer.

For example, the control device21receives an email(s) from the help desk system10and accumulates (stores) the email(s) in the auxiliary storage device23. For another example, upon receiving a transmission request and a deletion request from the device management apparatus30, the control device21transmits the email(s) accumulated in the auxiliary storage device23to the device management apparatus30and deletes the email(s) transmitted to the device management apparatus30from the auxiliary storage device23.

The device management apparatuses30,40-1, and40-2manage the managed devices50A-1to50A-L, the managed devices50B-1to50B-M, and the managed devices50C-1to50C-N, respectively. Each of the device management apparatuses30,40-1, and40-2can be implemented on one or more computers.

The present embodiment is described by way of an example, in which the device management apparatus30functions as a master, while the device management apparatuses40-1, and40-2function as slaves. However, the master-slave relation is not limited thereto. Hereinafter, the term “device management apparatus40” may be used to denote one of the device management apparatuses40-1and40-2in a situation where it is unnecessary to distinguish therebetween. The present embodiment is described by way of the example, in which the number of the device management apparatuses40functioning as slaves is two. However, the number of the device management apparatuses40each functioning as a slave may be one, or three or more.

FIG. 4is a block diagram illustrating an example of a hardware structure of the device management apparatus30according to the present embodiment. As illustrated inFIG. 4, the device management apparatus30includes a control device31such as a CPU and a GPU, a main storage device32such as a ROM and a RAM, an auxiliary storage device33such as an HDD or an SSD, a display device34such as a display, an input device35such as a mouse, a keyboard, or a touch panel, and a communication device36such as a communication interface. Hence, the device management apparatus30has a hardware structure exploiting a general computer.

FIG. 5is a block diagram illustrating an example of a hardware structure of the device management apparatus40according to the present embodiment. As illustrated inFIG. 5, the device management apparatus40includes a control device41such as a CPU and a GPU, a main storage device42such as a ROM and a RAM, an auxiliary storage device43such as an HDD or an SSD, a display device44such as a display, an input device45such as a mouse, a keyboard, or a touch panel, and a communication device46such as a communication interface. Hence, the device management apparatus40has a hardware structure exploiting a general computer.

Each of the managed devices50A-1to50A-L,50B-1to50B-M, and50C-1to50C-N may be, for example, an image forming apparatus such as a printer, a copier, an MFP (multifunction peripheral), a scanner, or a facsimile, electronic equipment of various types such as a projector, a camera, an air conditioner, a refrigerator, a fluorescent lamp, a vending machine, or a portable hand-held terminal, or an information processing apparatus such as a PC or a tablet PC. The MFP is an apparatus having at least two functions of a copier function, a printer function, a scanner function, and a facsimile function.

Hereinafter, the term “managed device50” may be used to denote one of the managed devices50A-1to50A-L,50B-1to50B-M, and50C-1to50C-N in a situation were it is unnecessary to distinguish each of them. The term “managed device50A” may be used to denote one of the managed devices50A-1to50A-L in a situation where it is unnecessary to distinguish each of them. The term “managed device50B” may be used to denote one of the managed devices50B-1to50B-M in a situation where it is unnecessary to distinguish each of them. The term “managed device50C” may be used to denote one of the managed devices50C-1to50C-N in a situation where it is unnecessary to distinguish among them.

FIG. 6is a block diagram illustrating an example of a hardware structure of the managed device50according to the present embodiment. As illustrated inFIG. 6, the managed device50includes a control device51such as a CPU and a GPU, a main storage device52such as a ROM and a RAM, an auxiliary storage device53such as an HDD or an SSD, a display device54such as a display, an input device55such as a mouse, a keyboard, or a touch panel, and a communication device56such as a communication interface. Hence, the managed device50has a hardware structure exploiting a general computer.

The managed device50may further include hardware specific to the managed device50in addition to the above-described structure. Examples of the hardware include an IC, an ASIC (application specific integrated circuit), and a variety of sensors.

FIG. 7is a block diagram illustrating an example of a functional configuration of the device management apparatus30and the device management apparatus40according to the present embodiment. As illustrated inFIG. 7, the device management apparatus30includes a server-information storage unit101, an acquisition unit103, a managed-device-identification-information storage unit105, a determining unit107, a generation unit109, a response-action instructing unit111, a device-management-apparatus-identification-information storage unit113, a transmitting unit115, and a receiving unit117.

The server-information storage unit101, the managed-device-identification-information storage unit105, and the device-management-apparatus-identification-information storage unit113can be implemented on, for example, at least any one of the main storage device32and the auxiliary storage device33. The acquisition unit103, the response-action instructing unit111, the transmitting unit115, and the receiving unit117can be implemented on, for example, the control device31, the main storage device32, and the communication device36. The determining unit107and the generation unit109can be implemented on, for example, the control device31and the main storage device32.

As illustrated inFIG. 7, the device management apparatus40includes a receiving unit201, a managed-device-identification-information storage unit203, a determining unit205, a generation unit207, a response-action instructing unit209, and a transmitting unit211.

The receiving unit201, the response-action instructing unit209, and the transmitting unit211can be implemented on, for example, the control device41, the main storage device42, and the communication device46. The managed-device-identification-information storage unit203can be implemented on, for example, at least any one of the main storage device42and the auxiliary storage device43. The determining unit205and the generation unit207can be implemented on, for example, the control device41and the main storage device42.

The server-information storage unit101stores therein information about the email server20to be used by the device management apparatus30. Examples of the information stored in the server-information storage unit101include address information indicating a network address of the email server20and authentication information for use by the email server20to authenticate the device management apparatus30. Examples of the address information include an IP address, a port number, and a communication protocol. Examples of the authentication information include an account and a password of an email box provided for the device management apparatus30.

The acquisition unit103acquires an event information record from the email server20for each of one or more devices, in each of which an event has occurred. Furthermore, after having acquired the one or more event information records from the email server20, the acquisition unit103deletes the one or more event information records from the email server20.

In the present embodiment, the acquisition unit103accesses email server20using the information about the email server20stored in the server-information storage unit101to submit a request for acquisition of an email(s) accumulated in the email box provided for the device management apparatus30, thereby acquiring the email(s), and submit a deletion request, thereby deleting the email(s) from the email server20.

The managed-device-identification-information storage unit105stores therein managed-device identification information pieces, by which the respective managed devices50A managed by the device management apparatus30are identified. Each of the managed-device identification information pieces may be a device identification information piece of the managed device50A, for example.

FIG. 8is a diagram illustrating an example of information stored in the managed-device-identification-information storage unit105according to the present embodiment. In the example illustrated inFIG. 8, the managed-device-identification-information storage unit105stores therein a device name, an IP address, a port number, and a serial number, which are associated with each other, of each of the managed devices50A.

The determining unit107determines, for each event information record acquired by the acquisition unit103, whether or not the event information record is an event information record about the managed device50A managed by the device management apparatus30. More specifically, the determining unit107determines an event information record containing a device identification information piece matching one of the managed-device identification information pieces stored in the managed-device-identification-information storage unit105as an event information record about the managed device50A.

In the present embodiment, for each email acquired by the acquisition unit103, the determining unit107compares a device name mentioned as a part of an event information record in the email against each of the device names (seeFIG. 8) stored in the managed-device-identification-information storage unit105and, if there is a match, the determining unit107determines that the event information record contained in the email is an event information record about the managed device50A.

The generation unit109generates, for each event information record determined by the determining unit107as not being an event information record about the managed device50A managed by the device management apparatus30, a record of unprocessed-device information by associating a device identification information piece, address information, and response action information contained in the event information record.

FIG. 9is a diagram illustrating an example of unprocessed-device information according to the present embodiment. In the example illustrated inFIG. 9, a record of the unprocessed-device information (hereinafter, “unprocessed-device information record”) is information, in which a device name, an IF address, a port number, and a Servlet name are associated with each other.

Furthermore, the generation unit109generates, for each event information record determined by the determining unit107as an event information record about the managed device50A managed by the device management apparatus30, a record of processing-subject-device information (hereinafter, “processing-subject-device information record”) by associating a device identification information piece, address information, and response action information contained in the event information record. The processing-subject-device information record can have a data structure (seeFIG. 9, for example) similar to that of the unprocessed-device information record.

The response-action instructing unit111instructs the managed device50A to perform a response action based on the event information record determined by the determining unit107as an event information record about the managed device50A managed by the device management apparatus30. More specifically, the response-action instructing unit111instructs the managed device50A, which is the device indicated by the device identification information piece contained in the processing-subject-device information record generated by the generation unit109, to perform a response action indicated by the response action information.

In the present embodiment, the response-action instructing unit111calls, to the managed device50A indicated by the device name contained in the processing-subject-device information record generated by the generation unit109, a Servlet using the Servlet name associated with the device name by using the IP address and the port number associated with the device name. In response to the call, the control device51of the managed device50A indicated by the device name causes the display device54to display a message, which depends on the event.

The device-management-apparatus-identification-information storage unit113stores therein, for each of the device management apparatuses40, a device-management-apparatus identification information record, by which the device management apparatus40is identified. The device-management-apparatus identification information record may be a device identification information piece of each of the device management apparatuses40, for example.

FIG. 10is a diagram illustrating an example of information stored in the device-management-apparatus-identification-information storage unit113according to the present embodiment. In the example illustrated inFIG. 10, the device-management-apparatus-identification-information storage unit113stores therein, for each of the device management apparatuses40, a server name, which is the name of the device management apparatus40, an IP address, a port number, and a Servlet name. It is possible to cause the device management apparatus40to perform processing similar to that performed by the device management apparatus30by calling a Servlet using the Servlet name.

The transmitting unit115transmits information, which is based on an event information record determined by the determining unit107as not being an event information record about the managed device50A managed by the device management apparatus30, to the device management apparatus40. More specifically, the transmitting unit115transmits unprocessed-device information generated by the generation unit109to the device, management apparatus40. When described in more detail, the transmitting unit115transmits the unprocessed-device information generated by the generation unit109to the device management apparatus40indicated by one of device-management-apparatus identification information records stored in the device-management-apparatus-identification-information storage unit113.

In the present embodiment, the transmitting unit115transmits the unprocessed-device information generated by the generation unit109to the device management apparatus40in the first one of the records stored in the device-management-apparatus-identification-information storage unit113. However, the method of transmitting the unprocessed-device information is not limited thereto.

More specifically, the transmitting unit115transmits the unprocessed-device information (seeFIG. 5) generated by the generation unit109to the device management apparatus40indicated by a server name in the first one of the records stored in the device-management-apparatus-identification-information storage unit113using an IP address and a port number associated with the server name, and calls a Servlet using a Servlet name associated with the server name. In response to the call, the device management apparatus40indicated by the server name performs processing, which is similar to that performed by the device management apparatus30, on the transmitted unprocessed-device information.

A configuration of the device management apparatus40is described below. Although the configuration is described by way of an example of the device management apparatus40-1the device management apparatus40-2has a similar configuration.

The receiving unit201receives information about a response action to be taken for an event occurred in a device from the device management apparatus30. More specifically, the receiving unit201receives unprocessed-device information from the device management apparatus30.

The managed-device-identification-information storage unit203stores therein managed-device identification information pieces, by which the respective managed devices50B managed by the device management apparatus40-1are identified. Each managed-device identification information piece may be a device identification information piece of the corresponding managed device50B, for example. The information stored in the managed-device-identification-information storage unit203can have a data structure (seeFIG. 8, for example) similar to that of the information stored in the managed-device-identification-information storage unit105.

In the case of the device management apparatus40-2, the managed-device-identification-information storage unit203stores therein managed-device identification information pieces, by which the respective managed devices50C are identified.

The determining unit205determines whether or not the information received by the receiving unit201contains information about the managed device50B. More specifically, the determining unit205determines, for each of device identification information pieces contained in the unprocessed-device information received by the receiving unit201, whether or not the device identification information piece matches one of the managed-device identification information pieces stored in the managed-device-identification-information storage unit203.

In the present embodiment, the determining unit205compares, for each of device names contained in the unprocessed-device information received by the receiving unit201, the device name against each of device names stored in the managed-device-identification-information storage unit203and, if there is a match, the determining unit107determines that an unprocessed-device information record containing the device name is an event information record about the managed device50B.

In the case of the device management apparatus40-2, the determining unit205compares, for each of device names contained in unprocessed-device information received by the receiving unit201, the device name against each of device names stored in the managed-device-identification-information storage unit203and, if there is a match, the determining unit205determines that an unprocessed-device information record containing the device name is an event information record about the managed device50C.

The generation unit207generates a processing-subject-device information record by extracting the device identification information piece determined by the determining unit205as matching the managed-device identification information piece, and address information and response action information associated with the device identification information piece.

In the present embodiment, the generation unit207generates a processing-subject-device information record by extracting an unprocessed-device information record containing a device name determined by the determining unit205as matching one of the device names stored in the managed-device-identification-information storage unit203. The processing-subject-device information record can have a data structure similar to that of the processing-subject-device information record generated by the device management apparatus30.

The generation unit207generates new unprocessed-device information by extracting a device identification information piece(s) determined by the determining unit205as matching none of the managed-device identification information pieces, and address information and response action information associated with the device identification information piece(s) and updates the unprocessed-device information received by the receiving unit201.

In the present embodiment, the generation unit207generates new unprocessed-device information by extracting an unprocessed-device information record(s) each containing a device name determined by the determining unit205as matching none of the device names stored in the managed-device-identification-information storage unit203. The new unprocessed-device information can have a data structure similar to that of the unprocessed-device information received by the receiving unit201.

For example, if each of DEVICE4and DEVICE5in the unprocessed-device information illustrated inFIG. 9is determined by the determining unit205as matching none of the device names stored in the managed-device-identification-information storage unit203, the generation unit207extracts records of DEVICE4and DEVICE5, thereby generating new unprocessed-device information (seeFIG. 11), and updates the unprocessed-device information illustrated inFIG. 9to the unprocessed-device information illustrated inFIG. 11.

When the determining unit205determines that information about the managed device50B is contained in the information received by the receiving unit201, the response-action instructing unit209instructs the managed device50B to perform a response action based on the information. More specifically, the response-action instructing unit209instructs the managed device50R, which is the device indicated by the device identification information piece contained in the processing-subject device information generated by the generation unit207, to perform a response action indicated by the response action information associated with the device identification information piece.

In the present embodiment, the response-action instructing unit209calls, to the managed device50B indicated by the device name contained in the processing-subject-device information generated by the generation unit207, a Servlet using a Servlet name associated with the device name using an IP address and a port number associated with the device name. In response to the call, the control device51of the managed device50B indicated by the device name causes the display device54to display a message, which depends on the event.

In the case of the device management apparatus40-2, the response-action instructing unit209calls, to the managed device50C indicated by a device name contained in processing-subject-device information generated by the generation unit207, a Servlet using a Servlet name associated with the device name using an IP address and a port number associated with the device name. In response to the call, the control device51of the managed device50C indicated by the device name causes the display device54to display a message, which depends on the event.

When the unprocessed-device information is updated by the generation unit207, the transmitting unit211transmits the updated unprocessed-device information to the device management apparatus30.

A further description about the configuration of the device management apparatus30is given below.

The receiving unit117receives, from the device management apparatus40, unprocessed-device information, which is generated by deleting response action information used by the device management apparatus40in instructing to perform a response action(s), and device identification information piece(s) and address information associated with the response action information from unprocessed-device information transmitted from the device management apparatus30.

For example, the receiving unit117may receive the unprocessed-device information illustrated inFIG. 11from the device management apparatus40.

When the unprocessed-device information is received by the receiving unit117, the transmitting unit115transmits the unprocessed-device information to another, than the device management apparatus40, to which unprocessed-device information has been transmitted, of the device management apparatuses40. More specifically, the transmitting unit115transmits the unprocessed-device information received by the receiving unit117to the device management apparatus40indicated by one of the device-management-apparatus identification information records stored in the device-management-apparatus-identification-information storage unit113but not used in transmission of unprocessed-device information yet.

In the present embodiment, the transmitting unit115transmits unprocessed-device information received by the receiving unit117to the device management apparatus40mentioned in a record next to a record, in which the device management apparatus40, to which immediately previous unprocessed-device information has been transmitted, is mentioned, of the records stored in the device-management-apparatus-identification-information storage unit113. However, the method of transmitting the unprocessed-device information is not limited thereto.

For example, if the transmitting unit115has transmitted immediately previous unprocessed-device information to one (e.g., the device management apparatus40-1) of the device management apparatuses40mentioned in the first one of the records stored in the device-management-apparatus-identification-information storage unit113, the transmitting unit115transmits presently-processed unprocessed-device information to another (e.g., the device management apparatus40-2) of the device management apparatuses40mentioned in the second one of the records.

FIG. 12is a flowchart illustrating an example of processing executed by the help desk system10and the email server20according to the present embodiment.

When event information is registered by an operator of the help desk system10or the like (step S101), the help desk system10transmits an email containing content of the registered event information to the email server20(step S103).

Thereafter, the email server20receives the email from the help desk system10and accumulates (stores) the received email (step S105).

FIG. 13is a flowchart illustrating an example of processing executed by the device management apparatus30according to the present embodiment.

The acquisition unit103submits a request for acquisition of an email(s) accumulated in the email box provided for the device management apparatus30by accessing the email server20by using information stored in the server-information storage unit101, thereby acquiring the email(s) (step S201) and submits a deletion request, thereby deleting the email(s) from the email server20(step S203).

Thereafter, the determining unit107acquires an unprocessed email from the email(s) acquired by the acquisition unit103(step S205) and determines whether or not a device name mentioned in the email as a part of an event information record matches one of the device names stored in the managed-device-identification-information storage unit105(step S207).

If there is a match (Yes at step S207), the generation unit109associates the device name, an IP address, a port number, and a Servlet name contained in the event information record of the email with each other, thereby adding a record to processing-subject-device information (step S209).

On the other hand, if there is no match (No at step S207), the generation unit109associates the device name, the IP address, the port number, and the Servlet name contained in the event information record of the email with each other, thereby adding a record to unprocessed-device information (step S211).

So long as there is an email not processed yet in the email(s) acquired by the acquisition unit103(Yes at step S213), the processes from steps S205to S211are repeated. Through the processes, the processing-subject-device information and the unprocessed-device information are generated (completed).

Thereafter, if there is not unprocessed email any more in the email(s) acquired by the acquisition unit103(No at step S213), the response-action instructing unit111calls, to the managed device50A indicated by the device name contained in the processing-subject-device information generated by the generation unit109, a Servlet using the Servlet name associated with the device name using the IP address and the port number associated with the device name, thereby instructing the managed device50A to perform a response action (step S215). In response to the instruction, the managed device50A indicated by the device name displays a message, which depends on an event.

Thereafter, if the number of remaining unprocessed-device information records generated by the generation unit109is not zero (No at step S217) and if there is a record about the device management apparatus40, to which unprocessed-device information is not transmitted yet, in the device-management-apparatus-identification-information storage unit113(Yes at step S219), the transmitting unit115transmits, to the device management apparatus40indicated by a server name of the record, the unprocessed-device information generated by the generation unit109by using an IP address and a port number associated with the server name, and calls a Servlet using the Servlet name associated with the server name (step S221). In response to the call, the device management apparatus40indicated by the server name performs processing, which is similar to that performed by the device management apparatus30, on the transmitted unprocessed-device information.

If the number of the remaining unprocessed-device information records generated by the generation unit109is zero. (Yes at step S217), or if there is no record about the device management apparatus40, to which unprocessed-device information is not transmitted yet, in the device-management-apparatus-identification-information storage unit113(NO at step S219), processing ends.

Thereafter, if the receiving unit117receives unprocessed-device information from the device management apparatus40, to which the unprocessed-device information generated by the generation unit109has been transmitted at step S221(Yes at step S223), processing returns to step S219.

If the receiving unit117does not receive unprocessed-device information from the device management apparatus40, to which the unprocessed-device information generated by the generation unit109has been transmitted at step S221, but receives a processing completion notice or the like (No at step S223), processing ends.

FIG. 14is a flowchart illustrating an example of processing executed by the device management apparatus40according to the present embodiment.

The receiving unit201receives unprocessed-device information from the device management apparatus30(step S301).

Thereafter, the determining unit205acquires an unprocessed record from the unprocessed-device information received by the receiving unit201(step S303) and determines whether or not a device name contained in the record matches one of the device names stored in the managed-device-identification-information storage unit203(step S305).

If there is a match (Yes at step S305), the generation unit207adds the record to processing-subject-device information (step S307).

On the other hand, if there is no match (No at step. S305), the generation unit207adds the record to new unprocessed-device information (step S309).

So long as there is a record not processed yet in the unprocessed-device information received by the receiving unit201(Yes at step S311), the processes from S303to S309are repeated. Through the processes, the processed-device information and the new unprocessed-device information are generated (completed).

Thereafter, if there is not unprocessed record any more in the unprocessed-device information received by the receiving unit201(No at step S311), the response-action instructing unit209calls, to the managed device indicated by the device name contained in the processing-subject-device information generated by the generation unit207, a Servlet using a Servlet name associated with the device name using an IP address and a port number associated with the device name, thereby instructing the managed device to perform a response action (step S313). In response to the instruction, the managed device indicated by the device name displays a message, which depends on an event.

Thereafter, if the number of remaining new unprocessed-device information records generated by the generation unit207is not zero (No at step S315), the transmitting unit211updates the unprocessed-device information received by the receiving unit201with the new unprocessed-device information generated by the generation unit207(step S317), and transmits the updated unprocessed-device information to the device management apparatus30(step S319).

If the number of the remaining new unprocessed-device information records generated by the generation unit207is zero (Yes at step S315), the transmitting unit211transmits a processing completion notice to the device management apparatus30. Then, processing ends.

As described above, according to the present embodiment, a device management apparatus functioning as a master acquires an email(s) from an email server. An event information record(s) other than an event information record(s) about a managed device(s) managed by the device management apparatus is transmitted to one or more device management apparatuses, each functioning as a slave, in a sequential order. Accordingly, even if there is a plurality of device management apparatuses managing different managed devices, it is possible to cause the managed devices to respectively perform response actions, each based on a corresponding one of event information records managed externally.

Program instructions (hereinafter, “programs”) to be executed by each of the help desk system, the email server, the device management apparatuses, and the managed devices according to the present embodiment (hereinafter, “the devices of the embodiment”) may be provided as being recorded in a non-transitory computer-readable recording medium such as a CD-ROM, a CD-R, a memory card, a DVD (digital versatile disk), or an FD (flexible disk) as an installable file or an executable file.

The programs to be executed by the devices of the embodiment may be configured to be stored in a computer connected to a network such as the Internet and provided by being downloaded via the network. The programs to be executed by the devices of the embodiment may be configured to be provided or distributed via a network such as the Internet. The programs to be executed by the devices of the embodiment may be provided as being installed on a ROM or the like in advance.

The programs to be executed by the devices of the embodiment are configured in modules for implementing the units described above on a computer. From an actual hardware perspective, the functional units described above may be implemented on the computer by a CPU by loading the programs from a ROM into a RAM and executing the programs, for example.