Intelligent system for ordering incidents in Helpdesk system

Kód výsledku v 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>
Výsledek na webu
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DOI - Digital Object Identifier
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Jazyk výsledku
angličtina
Název v původním jazyce
Intelligent system for ordering incidents in Helpdesk system
Popis výsledku v původním jazyce
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.
Název v anglickém jazyce
Intelligent system for ordering incidents in Helpdesk system
Popis výsledku anglicky
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.

Druh
D - Stať ve sborníku
CEP obor
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OECD FORD obor
10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Rok uplatnění
2017
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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