Publication: A model of ontology driven case-based reasoning for electronic issue management systems
Issued Date
2011-07-21
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2-s2.0-79960425267
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Mahidol University
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SCOPUS
Bibliographic Citation
Proceedings of the 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011. (2011), 87-90
Suggested Citation
Thitiphob Pangjitt, Thanwadee Sunetnanta A model of ontology driven case-based reasoning for electronic issue management systems. Proceedings of the 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011. (2011), 87-90. doi:10.1109/JCSSE.2011.5930099 Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/11778
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Title
A model of ontology driven case-based reasoning for electronic issue management systems
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Abstract
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. © 2011 IEEE.