Thitiphob PangjittThanwadee SunetnantaMahidol University2018-05-032018-05-032011-07-21Proceedings of the 2011 8th International Joint Conference on Computer Science and Software Engineering, JCSSE 2011. (2011), 87-902-s2.0-79960425267https://repository.li.mahidol.ac.th/handle/20.500.14594/11778An 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.Mahidol UniversityComputer ScienceConference PaperSCOPUS10.1109/JCSSE.2011.5930099