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A model of ontology driven case-based reasoning for electronic issue management systems

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2 Author(s)
Pangjitt, T. ; Fac. of Inf. & Commun. Technol., Mahidol Univ., Bangkok, Thailand ; Sunetnanta, T.

An electronic issue management system, alternatively known as a help desk system, refers to a computer application that can be used to electronically automate the process of managing business issues, including problems, defects, tasks, changes or new requests. The difficulties found in using such a system are often from the lack of expertise to resolve the issues that are stored by the system. This paper proposes to use ontology and case-based reasoning to better provide structured information and enable the capturing of tacit knowledge of experts for issue management.

Published in:

Computer Science and Software Engineering (JCSSE), 2011 Eighth International Joint Conference on

Date of Conference:

11-13 May 2011