Intelligent System for Ordering Incidents in Helpdesk System

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.