A rule-based system for automatic assignment of technicians to service faults

摘要

We present a model and a prototype system for the assignment of technicians to handle computer system faults (including hardware, software and communications) that are reported by users connected to the organization's computer network. The model attempts to simulate the assignment process of technicians, as carried out by the manager of a help desk. The model has been developed on the basis of a detailed study of the process of handling faults and the assignment of technicians in a number of organizations.