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Automated Helpdesk Systems

 
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Automated Helpdesk Systems
femi
post 28 May, 2008 - 06:58 AM
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I just got this job at the IT department of a big multinational and was recently tasked with improving on an already existing helpdesk system and I'm thinking: add a little life to the system with some A.I. I did a little on expert systems in school but not enough to implement anything tangible enough. I plan to develop with C# and SQL Server 2005 and there seem to be no functionality that enable A.I. constructs.(or maybe I just dont know enough). Any information like algorithms, samples, templates will be appreciated.Also, if anyone is interested in this kind of project, feel free to contact me.
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skyhawk133
post 28 May, 2008 - 06:59 AM
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Have you looked at existing Helpdesk systems to see what features they are incorporating?
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femi
post 28 May, 2008 - 07:29 AM
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QUOTE(skyhawk133 @ 28 May, 2008 - 07:59 AM) *

Have you looked at existing Helpdesk systems to see what features they are incorporating?



Yes I went through a few of them, including the one here, they all seem to have the helpdesk manager having to issue the solutions tickets, even for the simplest of solutions. I'm looking through this document though: "HelpDesk Systems with Intelligent Interface" and it gives a little on how the architecture should look like
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