Using master tickets as a storage for problem-solving expertise [chapter]

Gabi Dreo, Robert Volta
1995 Integrated Network Management IV  
Heterogeneity and distribution of communications services and resources impose new requirements on fault management. Support staff performing fault diagnosis has to be supported with sophisticated tools, like enabling a simple and fast access to problem-solving expertise. This paper presents an approach for the storage and retrieval of problem-solving expertise by introducing the concept of a master ticket. The idea is to generalize information about a fault and store this information in a
more » ... r ticket. Problem-solving expertise is obtained by the retrieval and the instantiation of a useful master ticket. A structure on the master ticket repository is defined by specifying relationships between master tickets, which guide the operator throughout fault diagnosis and fault recovery. The usability of the proposed concept is verified using a prototype.
doi:10.1007/978-0-387-34890-2_29 fatcat:wjl4nnpkiza4lgffowly55z6aq