Method for incident management of a home automation installation

A method for managing an incident in at least one home automation installation comprising at least one home automation device and at least one central control unit, the method being implemented by a management unit remotely connected to the at least one home automation installation, via a wide area network, and comprising the following steps:

• a step (EDSv1) of receiving a diagnosis request concerning the at least one central control unit belonging to the at least one home automation installation or the at least one home automation device belonging to the at least one home automation installation;
• a step (EDSv3) of sending at least one diagnosis query message to the at least one central control unit concerned by the diagnosis request or to the at least one central control unit (U) to which the at least one home automation device concerned by the diagnosis request is related;
• a step (EDSv8) of receiving a least one diagnosis result coming from the at least one central control unit (U);
• a step (EDSv9) of providing a diagnosis report to a maintenance user in charge of responding to at least one query from an end user, the diagnosis report being established based on the at least one diagnosis result;
• the at least one diagnosis result comprising:
• at least one connectivity state information concerning remote network connection between the management unit on the one hand and the at least one home automation device or the at least one central control unit concerned by the diagnosis request on the other hand, the at least one connectivity state information indicating an existence and an absence of a remote connection between the management unit on the one hand and the home automation device or the central control unit concerned by the diagnosis request on the other hand and, in the case of the existence of the remote connection, said connectivity state information further indicating a quality level of the remote connection and
• to the extent that the at least one home automation device or the at least one central control unit can communicate such a result:
• at least one known value of at least one state variable of the at least one home automation device and/or of the at least one central control unit;
• and
• at least one control or connection attempt result at the initiative of the end user;
• a step (ERSv1″) of determining a third-party system associated to the incident management of the at least one central control unit or the at least one home automation device concerned by the incident management request;
• a step (ERST2″) of sending a query for opening a third-party ticket by the third-party system;
• and
• a step (ERSv3″) of receiving a feedback concerning the third-party ticket.

A method for incident management of at least one home automation installation comprising at least one home automation device and at least one central control unit comprising a module for communication with a management unit remotely connected to the at least one home automation installation via a wide area network, the method being implemented by the at least one central control unit and comprising the following steps:

• a step (EDU3) of receiving a diagnosis request coming from the management unit, concerning the at least one central control unit or the at least one home automation device related to the at least one central control unit;
• a step (EDU5) of sending at least one diagnosis query message to the at least one home automation device concerned by the diagnosis request;
• a step (EDU7) of receiving at least a diagnosis result coming from the at least one home automation device concerned by the diagnosis request;
• and
• a step (EDU8) of providing a diagnosis report, the diagnosis report being established based on the diagnosis result and the diagnosis result comprising:
• at least one connectivity state information concerning remote network connection between the management unit on the one hand and the at least one home automation device or the at least one central control unit concerned by the diagnosis request on the other hand, the at least one connectivity state information indicating an existence and an absence of a remote connection between the management unit on the one hand and the at least one home automation device or the at least one central control unit concerned by the diagnosis request on the other hand and, in the case of the existence of the remote connection, the at least one connectivity state information further indicating a quality level of the remote connection and
• to the extent that the at least one home automation device or the central control unit can communicate such a result:
• at least one control or connection attempt result at the initiative of the end user and
• at least one known value of at least one state variable of the at least one home automation device and of the at least one central control unit.