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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.
Date of Conference: 11-13 May 2011