Patent Publication Number: US-2020301631-A1

Title: Information processing system, information processing apparatus, and non-transitory computer readable medium

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
     This application is based on and claims priority under 35 USC 119 from Japanese Patent Application No. 2019-053405 filed Mar. 20, 2019. 
     BACKGROUND 
     (i) Technical Field 
     The present disclosure relates to an information processing system, an information processing apparatus and a non-transitory computer readable medium. 
     (ii) Related Art 
     In recent years, there has been proposed an image encoder which implements high-efficiency coding of an image signal while maintaining high image quality without using a complicated circuit (see, for example, JP-A 7-143493). 
     The image encoder described in JP-A 7-143493 includes: a sampling unit that subsamples an input digital image signal; a first encoding mode that compression codes the image signal with a difference signal obtained by subtracting a prediction value from the subsampled image signal; and an encoder that selectively switches and codes a second encoding mode which compression codes the image signal without using the difference signal. 
     SUMMARY 
     Aspects of non-limiting embodiments of the present disclosure relate to providing an information processing system, an information processing apparatus and a non-transitory computer readable medium that are capable of enabling a function related to a specific part even when an abnormality occurs in the specific part among parts constituting a device. 
     Aspects of certain non-limiting embodiments of the present disclosure address the above advantages and/or other advantages not described above. However, aspects of the non-limiting embodiments are not required to address the advantages described above, and aspects of the non-limiting embodiments of the present disclosure may not address advantages described above. 
     According to an aspect of the present disclosure, there is provided an information processing system including: a specifying unit configured to, when an abnormality occurs in a first unit constituting a first device connected to a management apparatus, specify a second unit, corresponding to the abnormal first unit, in a second device connected to the management apparatus; and a display controller configured to display information on the specified second device. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       Exemplary embodiment(s) of the present disclosure will be described in detail based on the following figures, wherein: 
         FIG. 1  is a view illustrating an example of the configuration of an image forming system according to an exemplary embodiment of the present disclosure; 
         FIG. 2  is a block diagram illustrating an example of a control system of a server apparatus illustrated in  FIG. 1 ; 
         FIG. 3  is a block diagram illustrating an example of a control system of the image forming apparatus illustrated in  FIG. 1 ; 
         FIG. 4  is a view illustrating an example of a user management table; 
         FIG. 5  is a view illustrating an example of a contract information table; 
         FIG. 6  is a view illustrating an example of a device parts information table; 
         FIG. 7  is a view illustrating an example of an area information table; 
         FIG. 8  is a view illustrating an example of a machine master; 
         FIG. 9  is a view illustrating an example of a unit exchange determination master; 
         FIG. 10  is a view illustrating an example of a machine function master; 
         FIG. 11  is a view illustrating an example of a multifunction device management portal list screen; 
         FIG. 12  is a view illustrating an example of a multifunction device management parts state screen; 
         FIG. 13  is a view illustrating an example of a multifunction device management portal substitution parts details list screen; 
         FIG. 14  is a view illustrating an example of an alert e-mail; 
         FIG. 15  is a flowchart illustrating an example of the operation of the image forming apparatus illustrated in  FIG. 1 ; 
         FIG. 16  is a flowchart illustrating an example of the operation of the server apparatus illustrated in  FIG. 1 ; 
         FIG. 17  is a flowchart illustrating an example of an administrator&#39;s operation; and 
         FIG. 18  is a flowchart illustrating an example of the details check operation illustrated in  FIG. 17 . 
     
    
    
     DETAILED DESCRIPTION 
     Hereinafter, exemplary embodiments of the present disclosure will be described with reference to the drawings. In each of the drawings, elements having substantially the same functions are denoted by the same reference numerals, and explanation thereof will not be repeated. Hereinafter, an image forming system will be described as an example of an information processing system. It should be noted that the information processing system is not limited to the image forming system. Further, a server apparatus or an image forming apparatus will be described as an example of the information processing apparatus. It should be noted that the information processing apparatus is not limited to the server apparatus or the image forming apparatus. 
     Exemplary Embodiments 
     [Configuration of Image Forming System] 
       FIG. 1  is a view illustrating an example of the configuration of an image forming system  1  according to an exemplary embodiment of the present disclosure. The image forming system  1  includes a server apparatus  2 , an image forming apparatus  3  and a terminal apparatus  4 . The server apparatus  2 , the image forming apparatus  3  and the terminal apparatus  4  are interconnected via a network  5 . The image forming system  1  is an example of an information processing system. The server apparatus  2  is an example of a management apparatus and an information processing apparatus. The image forming apparatus  3  is an example of an information processing apparatus. When the image forming apparatus  3  is treated as an object of management by the server apparatus  2 , the image forming apparatus  3  may be simply referred to as a “device”. The device is an example of a device. 
     The terminal apparatus  4  includes a user terminal  4 A used by a user and an administrator terminal  4 B used by an administrator. Here, the term “user” includes a general user who uses various functions of the image forming apparatus  3 , and a specific user who has more authorities than the general user (so-called administrator on the use side). The term “administrator” includes a provider of the image forming system  1  and a person responsible for repair and maintenance of the image forming system  1 . 
     (Server Apparatus  2 ) 
       FIG. 2  is a block diagram illustrating an example of a control system of the server apparatus  2 . The server apparatus  2  is, for example, a DFE (Digital Front End) apparatus. The server apparatus  2  is also referred to as a “multifunction device management portal”. 
     As illustrated in  FIG. 2 , the server apparatus  2  includes a controller  20  that controls each unit, a storage unit  21  that stores various data, and a network communication unit  22  that communicates between the image forming apparatus  3  and the terminal apparatus  4  via the network  5 . 
     The controller  20  is implemented by a CPU (Central Processing Unit), an interface and the like. The CPU operates according to a program  210  stored in the storage unit  21  so as to function as an acquisition unit  200 , a determination unit  201 , a notification unit  202  and the like. The acquisition unit  200  and the determination unit  201  are examples of a specifying unit. The details of the respective units  200  to  202  will be described later. 
     The storage unit  21  is implemented by a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk or the like, and stores a program  210  and various data such as a user management table  211  (see  FIG. 4 ), a contract information table  212  (see  FIG. 5 ), a device parts information table  213  (see  FIG. 6 ), an area information table  214  (see  FIG. 7 ), a machine master  215  (see  FIG. 8 ), a unit exchange determination master  216  (see  FIG. 9 ), and a machine function master  217  (see  FIG. 10 ). The details of the respective tables and masters will be described later. 
     The network communication unit  22  is implemented by an NIC (Network Interface Card) or the like, and exchanges signals with the image forming apparatus  3  and the terminal apparatus  4  via the network  5 . 
     The acquisition unit  200  acquires various types of stored information from the storage unit  21 . In addition, the acquisition unit  200  displays various screens on which the acquired information is displayed (see  FIGS. 11 to 14 , which will be described later) on a display of the display unit of the administrator terminal  4 B (not illustrated). 
     The determination unit  201  refers to the unit exchange determination master  216  to determine whether a part or a function in which an abnormality occurs may be exchanged by the work of the user. The term “abnormality” refers to a case where a thing does not operate normally. The term “abnormality” also includes, for example, (i) a case where a part or the whole of a thing is damaged to cause a trouble in the normal start, and (ii) a case where a thing does not operate at all (for example, the thing fails). The term “function” mainly refers to one implemented by a hardware. The term “function” may be collectively referred as a “unit” or a “part”. 
     When there is a unit having an abnormality (hereinafter, also simply referred to as an “abnormal unit”), the notification unit  202  refers to the device parts information table  213  to notify the administrator that there is an abnormal unit. The abnormal unit is an example of a first unit. A device including the abnormal unit is an example of a first device. 
     (Image Forming Apparatus  3 ) 
       FIG. 3  is a block diagram illustrating an example of a control system of the image forming apparatus  3 . The image forming apparatus  3  is, for example, a multifunction device having plural functions such as a scan function, a printer function, a copy function, a facsimile function, and an electronic mail function. The multifunction device is an example of the image forming apparatus  3 , and the image forming apparatus  3  is not limited to the multifunction device. 
     The image forming apparatus  3  includes a controller  30  that controls each unit, a storage unit  31  that stores various data, an operation display unit  32  that inputs and displays information, a document reading unit  33  that reads a document image from a document, an image output unit  34  that prints out an image, and a network communication unit  35  that communicates with the image forming apparatus  3  and the terminal apparatus  4  via the network  5 . 
     The controller  30  is implemented by a CPU, an interface and the like. The CPU operates according to a program  310  stored in the storage unit  31  so as to function as a transmitting unit  300 , a receiving unit  301 , a display controller  302 , an execution unit  303  and the like. The details of the respective units  300  to  303  will be described later. 
     The storage unit  31  is implemented by a ROM, a RAM, a hard disk or the like, and stores various data such as the program  310 , diagnostic information  311  and screen information  312 . The diagnostic information  311  is data that stores the result of diagnosing the state of a device in advance. The diagnosis is performed by, for example, the controller  30 . The screen information  312  will be described later. 
     The operation display unit  32  is, for example, a touch panel display, and has a configuration in which a touch panel is superimposed on a display such as a liquid crystal display. 
     The document reading unit  33  reads a document image from a document. The document reading unit  33  includes an automatic document feeder (not illustrated) provided on a document table (not illustrated), and a scanner (not illustrated). The document reading unit  33  optically reads a document image from a document placed on the document table or a document fed by the automatic document feeder. 
     The image output unit  34  prints out a color image or a black and white image on a recording medium such as a sheet by, for example, an electrophotographic system, an inkjet system or the like. 
     The network communication unit  35  exchanges signals with the server apparatus  2  and the terminal apparatus  4  via the network  5 . 
     The transmitting unit  300  transmits various types of information to the server apparatus  2  and the terminal apparatus  4 . The receiving unit  301  receives various types of information transmitted from the server apparatus  2  and the terminal apparatus  4 . The display controller  302  performs a control to display various types of information on the display (not illustrated) of the operation display unit  32 . The execution unit  303  controls the document reading unit  33 , the image output unit  34  and the like to execute the respective processes thereof. 
     (Table Configuration) 
     Next, the configurations of various tables used in the image forming system  1  will be described.  FIG. 4  is a view illustrating an example of the user management table  211 . The user management table  211  manages information on users who may log in to the server apparatus  2 . As illustrated in  FIG. 4 , the user management table  211  records information such as a “user ID”, a “password”, an “authorization”, a “name”, an “e-mail address”, an “address”, and a “phone number (TEL)”. 
       FIG. 5  is a view illustrating an example of the contract information table  212 . The contract information table  212  manages the model of the image forming apparatus  3  with which a user has made a contract. As illustrated in  FIG. 5 , the contract information table  212  records information such as, for example, a “machine No.”, a “model CD”, a “user ID”, and “administrator”. 
     The “machine No.” column is identification information individually assigned to each image forming apparatus  3  and records, for example, a serial number or the like. The “model CD” column is a model code number of the image forming apparatus  3  (hereinafter, also referred to as a “CD”). Further, for example, among users who use the model, a person who has made a contract with the image forming apparatus  3  (specifically, an administrator on the user side, a representative, a contact person, etc.) corresponds to the “user ID” column of the contract information table  212 . The person who has made the contract is an example of a “specific user”. 
       FIG. 6  is a view illustrating an example of the device parts information table  213 . The device parts information table  213  manages the state history of units that constitute a machine. The device parts information table  213  is updated at a predetermined cycle (for example, one hour) according to information indicating the state to be acquired from the image forming apparatus  3 . 
     Specifically, as illustrated in  FIG. 6 , information is added to the left column every one hour and is moved to the right column as the information becomes older. A number indicating how many hours ago information is recorded in a “history” row. A number “1” indicates the state one hour ago, that is, the latest information among the recorded information. In the example illustrated in  FIG. 6 , new states are recorded as going to the left, but may be recorded as going to the right. The device parts information table  213  may be formed for each machine or model. The device parts information table  213  is also referred to as a “state management transaction”. 
       FIG. 7  is a view illustrating an example of the area information table  214 . The area information table  214  manages a place where each machine is installed (hereinafter, also referred to as “area information”). As illustrated in  FIG. 7 , the area information table  214  records detailed information on a place where a machine is installed in association with the “machine No.”. The area information is an example of position information. 
       FIG. 8  is a view illustrating an example of the machine master  215 . The machine master  215  manages units provided for each model. The machine master  215  may be registered in advance at a predetermined timing when manufacturing or selling a model. As illustrated in  FIG. 8 , the machine master  215  stores information on units, that is, information such as types and functions of the units. 
       FIG. 9  is a view illustrating an example of the unit exchange determination master  216 . The unit exchange determination master  216  stores a level at which an exchange operation may be performed for each unit managed by the machine master  215 , that is, each unit registered in the machine master  215  (hereinafter, this level may be referred to as a “work level”). The “work level” is determined according to the attributes of a worker, such as the degree of difficulty of the technique of exchange work, the technical power required to perform the work, a place where the work is performed, and the authority of a person performing the work. 
     As illustrated in  FIG. 9 , the unit exchange determination master  216  records, the “work level”, for example, information such as whether a user may exchange a machine, whether a CE (Custom Engineer) (for example, an engineer dispatched to the site from an administrator for repair of a machine) may exchange the machine, and whether a place where the exchange work may be performed is limited to improvement. Here, the term “exchangeable” includes that the exchange work is permitted. The unit exchange determination master  216  may be registered in advance at a predetermined timing when manufacturing or selling a model, similarly to the machine master  215 . 
       FIG. 10  is a view illustrating an example of the machine function master  217 . The machine function master  217  manages what units are required to execute each function that each machine has. The machine function master  217  may be registered in advance at a predetermined timing when manufacturing or selling a model, similarly to the machine master  215 . “Unit 1” to “unit 16” in a column of a row are associated with the contents recorded as “unit 1” to “unit 16” in the machine master  215  illustrated in  FIG. 8 . The number of columns is not limited to sixteen (16). 
     For example, when “device  100 ” is a multifunction device, information indicating that “unit 1” (specifically, a tray), “unit 2” (specifically, a toner), and “unit 5” (specifically, an HDD) to “unit 14” (specifically, a power supply) are required to execute, for example, the function of “copy” is stored in the machine function master  217 . 
     (Screen Information  312 ) 
     The screen information  312  is information on various screens displayed on a display surface of the operation display unit  32  by the display controller  302 . The screen information  312  will be described with reference to  FIGS. 12 to 14 .  FIG. 11  is a view illustrating an example of a multifunction device management portal list screen. The multifunction device management portal list screen  6  is a screen on which information on the image forming apparatus  3  managed by the server apparatus  2  is displayed. 
     As illustrated in  FIG. 11 , the multifunction device management portal list screen  6  includes, for example, number information  61  indicating the number of image forming apparatuses  3  managed by the server apparatus  2 , abnormal parts information  62  indicating the presence or absence of an abnormal part, area designation information  63  that designates narrowing-down of an area to display only a specific area, model information list  64  listing model information and model state, etc. 
       FIG. 12  is a view illustrating an example of a multifunction device management parts state screen. The multifunction device management parts state screen  7  is a screen indicating whether a part is normal for each model and recommending a substitute when there is a part that may be substituted. As illustrated in  FIG. 12 , the multifunction device management parts state screen  7  includes, for example, model name information  71  indicating a model name, serial number information  72  indicating a serial number of a model, installation location information  73  indicating a location where a model is installed, a state list  74  indicating a list of “normal” and “abnormal” for each unit (that is, each part) and indicating a substitute. 
       FIG. 13  is a view illustrating an example of a multifunction device management portal substitution parts details list screen. The multifunction device management portal substitution parts details list screen  8  is a screen that displays detailed information on a part to be exchanged when any parts constituting a machine is in an abnormal state. The multifunction device management portal substitution parts details list screen  8  is configured to transition from, for example, a “state” button in the multifunction device management portal list screen  6  described above (see  FIG. 11 ). 
     As illustrated in  FIG. 13 , the multifunction device management portal substitution parts details list screen  8  includes, for example, model name information  81 , serial number information  82 , installation location information  83 , an exchange target parts information  84  indicating a part to be exchanged, an exchangeable person information  85  indicating a person who may perform an exchange work, substitution information  86  indicating detailed contents of substitution when a substitute exists, etc. The exchangeable person information  85  acquires and displays the information recorded in the unit exchange determination master  216  described above (see  FIG. 9 ). The substitute is an example of a second unit. A device providing a substitute is an example of the second device. 
       FIG. 14  is a view illustrating an example of an alert e-mail. The alert e-mail  9  is a notification sent to an administrator when the image forming apparatus  3  notifies the server apparatus  2  that a failure has occurred. As illustrated in  FIG. 14 , the alert e-mail  9  includes, for example, subject information  91 , destination information  92  and a text  93 . The text  93  describes, for example, installation location information  931  of a failed image forming apparatus, machine number information  932 , fault location information  933  indicating a failed location (that is, which unit has failed), contact information  934 , and the like. 
     [Terminal Apparatus  4 ] 
     As the terminal apparatus  4 , for example, a portable information terminal such as a personal computer, a tablet terminal or a multifunctional mobile phone (smartphone) may be used. 
     (Network  5 ) 
     The network  5  may be, for example, a local area network (LAN), a wide area network (WAN), the Internet, an intranet or the like, and may be wired or wireless. 
     [Operation of Exemplary Embodiment] 
     Next, an example of the operation of the image forming system  1  will be described. The operation of the image forming system  1  includes (1) an operation of checking the state of a unit, (2) an operation of receiving a notification of a failed unit, and (3) an operation related to exchange of a failed unit. The details of these operations will be described below. 
     (1) Operation of Checking the State of a Unit 
       FIG. 15  is a flowchart illustrating an example of the operation of the image forming apparatus  3 . As illustrated in  FIG. 15 , the display controller  302  refers to the diagnostic information  311  of the storage unit  31 . When there is a unit in which a certain failure has occurred (hereinafter, which may be referred to as an “NG unit” or a “failed unit”) in the image forming apparatus  3  (“Yes” in S 1 ), the display controller  302  performs a control so that a display of the operation display unit  32  displays a result indicating that there is an NG unit (hereinafter, which may be referred to as an “NG result”) (S 2 ). The image forming apparatus  3  may be simply referred to as a “device”. In addition, the transmitting unit  300  transmits the diagnostic information  311  to the server apparatus  2  (S 3 ). 
     (2) Operation of Receiving a Notification of a Failed Unit 
       FIG. 16  is a flowchart illustrating an example of the operation of the server apparatus  2 . As illustrated in  FIG. 16 , the server apparatus  2  receives the diagnostic information  311  and stores the diagnostic information  311  in the device parts information table  213  (see  FIG. 6 ) (S 10 ). 
     The server apparatus  2  refers to the device parts information table  213  to check whether there is an NG unit (S 11 ). When there is an NG unit (“Yes” in S 11 ), the server apparatus  2  notifies the administrator that there is an NG unit (S 12 ). 
     (3) Operation Related to Exchange of a Failed Unit 
     Hereinafter, an example of an operation related to exchange of a failed unit will be described.  FIG. 17  is a flowchart illustrating an example of an administrator&#39;s operation; and As illustrated in  FIG. 17 , the administrator logs in to the server apparatus  2  (S 20 ). The server apparatus  2  collates with the user management table  211  to authenticate the administrator who is about to log in. 
     The server apparatus  2  acquires and displays information on devices under the same contract of a target user (S 21 ). The phrase “under the same contract” means that things are within contract made by the target user. For example, the phrase “under the same contract” refers to devices for which the same user is recorded in the contract information table  212 . 
     Specifically, the server apparatus  2  refers to the contract information table  212  to acquire the diagnostic information  311  for models for which the same ID is recorded in the “user ID” column, and displays, on a display of the administrator terminal  4 B, the multifunction device management portal list screen  6  on which the corresponding information is displayed, as illustrated in  FIG. 11 . 
     The administrator refers to this display to check the details of the device including the NG unit (hereinafter, also referred to as an “abnormal device”) (S 22 ). This check may be simply referred to as a “detailed check”. 
       FIG. 18  is a flowchart illustrating an example of the details check operation illustrated in  FIG. 17 . The server apparatus  2  refers to the information on the machine master  215  and the like to check whether a substitute is under the same contract for an abnormal part of an abnormal device (S 220 ). 
     Specifically, the acquisition unit  200  acquires information on a location where an abnormality of a target model has occurred (hereinafter, simply referred to as an “abnormal location”), from the device parts information table  213 . In addition, the acquisition unit  200  acquires information on the target model from the contract information table  212 . Further, the acquisition unit  200  acquires information on a model whose abnormal location may be exchanged, from the machine master  215 . 
     When a substitute is under the same contract for the abnormal part (“Yes” in S 220 ), the server apparatus  2  refers to the unit exchange determination master  216  to check whether the abnormal location is a part which may be exchanged by the user (S 221 ). 
     Specifically, the determination unit  201  refers to the unit exchange determination master  216  to determine whether the abnormal location may be exchanged by the user&#39;s work. When the abnormal location may be exchanged by the user&#39;s work, the server apparatus  2  may refer to the area information table  214  to recommend and display a place where a substitute is installed. 
     When the abnormal location is a part that may be exchanged by the user (“Yes” in S 221 ), as illustrated in  FIG. 12 , the detailed screen of the multifunction device management parts state screen  7  or the like is displayed (S 222 ). 
     The exemplary embodiments of the present disclosure have been described above. It should be noted that the present disclosure is not limited to the exemplary embodiments. The exemplary embodiments may be modified and practiced in different ways without departing from the gist of the present disclosure. For example, the screen displayed on the display of the operation display unit  32  may be displayed on the display of the terminal apparatus  4 , and the screen displayed on the display of the terminal apparatus  4  may be displayed on the display of the operation display unit  32 . 
     Further, for example, a part of the units provided in the controller  20  of the server apparatus  2  may be moved to the controller  30  of the image forming apparatus  3 . Further, a part of the units provided in the controller  30  of the image forming apparatus  3  may be moved to the controller  20  of the server apparatus  2 . Various data stored in the storage unit  21  of the server apparatus  2  may be stored in the storage unit  31  of the image forming apparatus  3 , and various data stored in the storage unit  31  of the image forming apparatus  3  may be stored in the storage unit  21  of the server  2 . 
     Each of the units of the controller  20  and  30  is partially or entirely implemented by a hardware circuit such as a reconfigurable circuit (FPGA: Field Programmable Gate Array) or an application specific integrated circuit (ASIC). 
     Further, a part of the elements of the exemplary embodiments may be omitted or changed without departing from the gist of the present disclosure. Further, steps may be added, deleted, changed, replaced, and the like in the flow of the above-described exemplary embodiments without departing from the gist of the present disclosure. Further, the program used in the above-described exemplary embodiments may be provided in the form of a computer-readable recording medium such as a CD-ROM, or may be stored in an external server such as a cloud server and used via a network. 
     The foregoing description of the exemplary embodiments of the present invention has been provided for the purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise forms disclosed. Obviously, many modifications and variations will be apparent to practitioners skilled in the art. The embodiments were chosen and described in order to best explain the principles of the invention and its practical applications, thereby enabling others skilled in the art to understand the invention for various embodiments and with the various modifications as are suited to the particular use contemplated. It is intended that the scope of the invention be defined by the following claims and their equivalents.