Application of Case-Based Reasoning in Helpdesk Systems

One of the logistics companies in Jakarta uses tools to overcome problems that occur regarding Information Technology (IT). The company still reports manually to the IT department. Reporting consists of questions that are usually submitted by telephone, email, web, fax or helpdesk system. Lack of IT resources with a lot of reporting on IT problems did manually causes delays in the process of solving IT problems and some problems are recorded repeatedly. For that, we need a system that can provide a variety of solutions to problems quickly, accurately and can run automatically without having to depend on IT resources. Case- based Reasoning (CBR) has case-based diagnostic capabilities and provides information automatically based on prior knowledge that can be revised to suit the latest problems. The application of case- based reasoning in this Helpdesk system is expected to be able to handle IT needs so that the problem-solving process can run efficiently. The results of trials on testing using new cases with cases contained in case memory get good results with the results of proximity that is 0.88. Thus, this helpdesk system can provide solutions to problems quickly, accurately and can run automatically without having to depend on IT resources.