Case based reasoning approach to helpdesk support system(CAHESS)
Abstract
Helpdesk or system support functionality is of substantial strategic importance for all users of
any systems. Due to advancements in technology, organizations have started noticing the
enormous potential benefits of applying ICT to this function; of special interest is the use of
case-based reasoning in implementing electronic support solutions. Case based reasoning has
proven to be valuable and successful in many applications, this project proposes a web based
help desk system based on case based reasoning to assist in problem solving and retrieve
exact or similar information required to assist a user quickly and as easily as possible. Due to
the open nature of the web, the prototype developed for use over the World Wide Web provide
both rapid focusing on a part of the help information and guided interaction when the user is
unclear of problem domain and ease of maintenance is provided to maintain the domain
knowledge in the system.
In an effort to address application of case based reasoning technology in helpdesk, this project
report discusses some of the CBR activities that make it suitable for electronic helpdesk. In an
effort to achieve this, a case study is done with Telkom Kenya Limited-IT in house developed
systems and case based helpdesk support system CAHESS was developed. It improves the
speed of finding best solution to a problem and storing the cases (solved problems) for future
use in the case base repository. The CAHESS system improves the efficiency of solving
problem encountered during work with the organization systems; this improved the morale of
the workers and provided solution faster.
Beside the research, this project also involves the development of a case-based helpdesk
system (CAHESS) prototype to test the framework. The prototype system was created using
C#.net and ASP.Net for programming and Oracle 109 for the database and Protege for
ontology development. The prototype and research were successfully achieved though not
without a few hiccups like technological factors and tool support.
Publisher
School of Computing and Informatics