TY - GEN
T1 - A model of ontology driven case-based reasoning for electronic issue management systems
AU - Pangjitt, Thitiphob
AU - Sunetnanta, Thanwadee
PY - 2011
Y1 - 2011
N2 - 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.
AB - 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.
KW - case-based reasoning
KW - issue management
KW - knowledge management
KW - ontology
UR - https://www.scopus.com/pages/publications/79960425267
U2 - 10.1109/JCSSE.2011.5930099
DO - 10.1109/JCSSE.2011.5930099
M3 - Conference contribution
AN - SCOPUS:79960425267
SN - 9781457706875
T3 - Proceedings of the 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011
SP - 87
EP - 90
BT - Proceedings of the 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011
T2 - 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011
Y2 - 11 May 2011 through 13 May 2011
ER -