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互联网业务故障投诉系统的设计与实现 摘 要
随着互联网业务大范围的普及，由于访问量过高、黑客攻击等原因使得纷繁复杂的网络故障频繁发生，用户投诉量高居不下。运营商由于缺乏有效的投诉管理机制，导致用户投诉的故障信息杂乱、不完整；维护人员消极怠工，责任划分不明确；网络结构复杂，设备众多，定位故障源难度加大。最终导致投诉处理不及时，客户体验度大大降低。
本文根据课题研究背景及国内外发展现状，结合运维管理部门的需求，基于B/S 架构，设计开发了一个投诉流程清晰、功能完善的互联网业务故障投诉系统。投诉系统主要由 Web 平台、后台逻辑控制模块、数据库服务器三个部分组成。本文主要工作内容如下。
首先，针对处理投诉效率低的问题，本文对故障投诉的流程、功能进行优化，配合多个功能模块，使投诉处理过程成为闭环：
1. 设计工单管理模块对投诉故障信息进行分类采集，支持多种附件（文字、图片、抓包文件）上传，完成案例收集、工单处理、结果反馈等工作； 2. 设计告警管理模块对工单处理的时效性进行约束，检测未及时处理的故障工单，并对相关工作人员发送短信、邮件进行告警提示； 3. 设计报表管理模块生成多维度（故障区域、故障类型等）统计报表，便于运营商对员工工作绩效及设备商服务质量进行考评； 4. 设计系统管理模块方便管理员对用户信息及系统数据进行管理。
其次，针对网络故障源定位过程繁琐的问题，本文设计了故障定位模块辅助工作人员完成故障源的预定位。本文在当前运营商定位、处理网络故障流程的基础上，学习网络爬虫、网络监听、域名解析等关键技术，将其结合自动完成故障预处理并收集相关故障信息。通过对相关算法研究，选择基于案例推理的网络故障定位算法进行故障定位。在案例检索过程中，本文将加权 KNN 算法与系统相结合，在案例库中搜索出与新故障最相似的历史案例，给出解决建议。
最后，本文设计测试方案对系统进行功能和性能测试。测试结果表明，系统基本达到预期目标，能够稳定运行。但是由于网络故障种类繁多，故障定位的难度较大，其准确率还有待改善。
关键词：故障投诉系统，Web 平台，告警模块，故障定位
Abstract
The Design and Implementation of Complaint System for Internet Fault Abstract
With the widespread popularity of Internet services, due to high traffic, hacker attacks and other reasons, complex network failures occur frequently, and the number of users’ complaints remains high. Because of the lack of an effective complaint management mechanism by operators, the failure information of users" complaints are cluttered and incomplete. The operator"s maintenance personnel are passively absent, and the division of responsibilities are not clear. Due to the complex network structure and numerous equipments, there are more difficult to locate fault sources. Eventually the complaints were not handled in a timely manner and the customer’s experience was greatly reduced. According to the research background and the development status at home and abroad, combined with the needs of operation and maintenance management department, based on the B/S architecture, thesis designs and develops an Internet business complaint system with clear complaint process and complete functions. The complaint system is mainly composed of three parts: Web platform, background logic control module and database server. The main work of thesis is as follows. First of all, in order to solve the problem of low efficiency in dealing with complaints, thesis optimizes the process and function of fault complaints, combines multiple functional modules to make the complaint handling process closed. 1. Design work order management module to classify and collect fault information, support multiple attachments upload (text, pictures, capture files), complete case collection, work order processing, result feedback and so on. 2. Design alarm management module to constrain timeliness of work order processing. It detects the fault tickets which are not processed in time, send short messages and e-mails to alerts the relevant staff. 3. Design report management module to generate multi-dimensional (fault area, fault type, etc) statistical reports so that operators can evaluate employee performance and equipment vendor service quality.
Abstract
4. Design system management module, it is convenient for administrators to manage users’ information and system data. Secondly, aiming at the difficulty of locating the fault source of the network, thesis designs an automatic fault location module to assist the staff to complete the pre-positioning of the fault source. Based on the current process of locating and dealing with network failures by operators, thesis studies key technologies such as web crawlers, network monitoring, domain name system and so on, combines them to automatically complete fault preprocessing and collect relevant fault information. Through the research of related algorithm, thesis chooses case-based reasoning network fault location algorithm to locate the fault. In the case retrieval process, thesis combines the weighted KNN algorithm with the system to search out the historical case which is most similar to the new fault in the case base, and outputs solution advice. Finally, thesis designs the test program to test the function and performance of the system. The test results show that the system basically meets the expected goals and can operate stably. However, due to the wide variety of network failures, it is difficult to locate faults, and it still needs to be improved.
Keywords: fault complaint system, Web platform, alarm module, fault location
目录
目录
图录 ................................................................................................................................. X
表录 ............................................................................................................................ XIV
注释表 ........................................................................................................................ XVI
第 1 章 绪论 .................................................................................................................... 1
1.1 互联网业务故障投诉系统的研究背景与意义 ................................................ 1
1.2 互联网投诉系统国内外研究现状 .................................................................... 1
1.2.1 国内外研究现状 ...................................................................................... 2
1.2.2 当前存在的主要问题 .............................................................................. 2
1.3 研究内容 ............................................................................................................ 3
1.3.1 本课题拟解决的关键问题 ...................................................................... 3
1.3.2 本文的主要研究内容 .............................................................................. 4
1.4 论文章节安排 .................................................................................................... 5
第 2 章 系统需求分析 .................................................................................................... 6
2.1 系统整体需求 .................................................................................................... 6
2.1.1 系统整体需求分析 .................................................................................. 6
2.1.2 系统体系结构 .......................................................................................... 7
2.2 各功能模块需求分析 ...................................................................................... 10
2.2.1 工单管理模块需求分析 ........................................................................ 10
2.2.2 报表管理模块需求分析 ........................................................................ 11
2.2.3 系统管理模块需求分析 ........................................................................ 12
2.2.4 系统告警模块需求分析 ........................................................................ 12
2.2.5 故障源定位模块需求分析 .................................................................... 13
2.3 系统性能指标分析 .......................................................................................... 13
2.4 开发工具选择 .................................................................................................. 14
目录
2.4.1 开发语言选择 ....................................................................................... 14
2.4.2 数据库选择 ........................................................................................... 15
2.5 本章小结 ......................................................................................................... 15
第 3 章 故障定位关键技术及算法研究 ..................................................................... 16
3.1 网络故障定位技术 ......................................................................................... 16
3.1.1 基于规则推理的网络故障定位方法 ................................................... 16
3.1.2 基于密码本关联模型的网络故障定位方法 ....................................... 17
3.1.3 基于案例推理的网络故障定位方法 ................................................... 19
3.2 案例推理算法研究 ......................................................................................... 20
3.2.1 案例检索算法比较 ............................................................................... 20
3.2.2 加权 KNN 算法 .................................................................................... 22
3.2.3 属性指标权重确定 ............................................................................... 26
3.3 本章小结 ......................................................................................................... 28
第 4 章 系统设计与实现 ............................................................................................. 29
4.1 系统整体设计 ................................................................................................. 29
4.1.1 系统整体框架设计 ............................................................................... 29
4.1.2 系统业务流程设计 ............................................................................... 30
4.2 数据库及接口文档设计 ................................................................................. 32
4.2.1 数据库设计 ........................................................................................... 32
4.2.2 接口文档设计 ....................................................................................... 36
4.3 Web 平台子模块设计 ...................................................................................... 37
4.3.1 工单...
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