Intelligent system for ordering incidents in Helpdesk system

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61988987%3A17310%2F17%3AA1801PEP" target="_blank" >RIV/61988987:17310/17:A1801PEP - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Intelligent system for ordering incidents in Helpdesk system

Original language description

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 andvisualized 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.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2017

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

Proceedings of ICSEC2017

ISBN

978-1-5386-0787-9

ISSN

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e-ISSN

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Number of pages

5

Pages from-to

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Publisher name

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Place of publication

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Event location

Bangkok

Event date

Nov 15, 2017

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

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