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
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