Intelligent system for ordering incidents in Helpdesk system

被引：0
|
作者：
Walek, Bogdan [1 ]
机构：
[1] Univ Ostrava, Dept Informat & Comp, 30 Dubna 22, Ostrava 70103, Czech Republic
来源：
2017 21ST INTERNATIONAL COMPUTER SCIENCE AND ENGINEERING CONFERENCE (ICSEC 2017) | 2017年
关键词：
Helpdesk system; intelligent system; incidents; expert system; knowledge base; fuzzy logic;
D O I：
暂无
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
The paper proposes an intelligent system for ordering incidents in a Helpdesk system. The proposed system is connected to an expert system which evaluates the overall importance of incidents based on selected properties of the incident and IF-THEN rules of a knowledge base. Evaluated incidents are subsequently ordered by their importance and visualized to the user (solver). The article also proposes a method for calculating the level of customer importance as one of the inputs to the expert system. The proposed system is verified on a specific example.
引用
收藏
页码：224 / 228
页数：5
相关论文
共 50 条
  • [1] Knowledge Based Helpdesk System in Nuclear Malaysia
    Sulaiman, Mohamad Safuan
    Rahman, Abdul Muin Abdul
    Nasirudin, Norzalina
    Abd Ghani, Khairiel Adyani
    Ramli, Abd Aziz Mhd
    Khalid, Mohd Ashhar Hj.
    PROCEEDINGS OF KNOWLEDGE MANAGEMENT INTERNATIONAL CONFERENCE (KMICE) 2012, 2012, : 141 - 146
  • [2] An Intelligent Indoor Surveillance System
    Piltaver, Rok
    Dovgan, Erik
    Gams, Matjaz
    INFORMATICA-JOURNAL OF COMPUTING AND INFORMATICS, 2011, 35 (03): : 383 - 390
  • [3] Helpdesk Ticket Support System Based on Fuzzy Tahani Algorithm
    Alqodri, Febrianto
    Hadi, Agustyana Puspa
    Masytho, Asri
    Kumalasari, Ira
    Wibowo, Fauzy Satrio
    Prianto, Teguh
    2021 7TH INTERNATIONAL CONFERENCE ON ELECTRICAL, ELECTRONICS AND INFORMATION ENGINEERING (ICEEIE 2021), 2021, : 521 - 525
  • [4] An interactive fault diagnosis expert system for a helpdesk application
    Zhao, M
    Leckie, C
    Rowles, C
    EXPERT SYSTEMS, 1996, 13 (03) : 203 - 217
  • [5] Cardiovascular system: critical incidents
    Sharma, Vikas
    Severn, Andrew
    ANAESTHESIA AND INTENSIVE CARE MEDICINE, 2008, 9 (11) : 483 - 486
  • [6] Design of Intelligent System in Cartography
    Brus, Jan
    Dobesova, Zdena
    Kanok, Jaromir
    Pechanec, Vilem
    9TH ROEDUNET IEEE INTERNATIONAL CONFERENCE, 2010, : 112 - 117
  • [7] Implementation of an on-line intelligent system to prevent a system blackout
    Fu, ST
    Chen, JC
    Chen, KY
    Zeng, ZQ
    Hu, X
    POWERCON '98: 1998 INTERNATIONAL CONFERENCE ON POWER SYSTEM TECHNOLOGY - PROCEEDINGS, VOLS 1 AND 2, 1998, : 1275 - 1279
  • [8] Knowledge and intelligent computing system in medicine
    Pandey, Babita
    Mishra, R. B.
    COMPUTERS IN BIOLOGY AND MEDICINE, 2009, 39 (03) : 215 - 230
  • [9] Intelligent vehicle safety system based on BeiDou satellite navigation system
    Wu, Yun-Hua
    Zheng, Mo-Hong
    He, Wei
    Chen, Zhi-Ming
    Hua, Bing
    IET INTELLIGENT TRANSPORT SYSTEMS, 2019, 13 (06) : 967 - 974
  • [10] Intelligent diagnostic system for a solar heating system
    Sun, CK
    Chan, CW
    Tontiwachwuthikul, P
    EXPERT SYSTEMS WITH APPLICATIONS, 1999, 16 (02) : 157 - 171
12345