HELPDESK EXPERT. Abstract

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1 HELPDESK EXPERT Pradit Songsangyos Rajamangala University of Technology Suvarnabhumi Title Lecturer Postal Address 19 Ou-tong road, Pranakhon Si Ayutthaya 13000, Thailand Wararat Niyomkha Rajamangala University of Technology Suvarnabhumi Title Lecturer Postal Address 19 Ou-tong road, Pranakhon Si Ayutthaya 13000, Thailand Suwut Tumthong Rajamangala University of Technology Suvarnabhumi Title Lecturer Postal Address 7/1 Nonthaburi road, Maung district, Nonthaburi 11000, Thailand Abstract Most computer users today frequently face the problem of hardware, software or computer and network usage. Sometimes, a helpdesk staff may not be immediately available when the user needs help, especially in home use or small business. This paper proposed the new prototype help desk service system using an expert system shell for the implementation. The automated helpdesk service system by the use of expert system in development provides end users with direct access to the services at any time. The system supports the user as the help desk staff and supporting IT staff. It provides a useful range of problem solving tools and helpful suggestions about checking and resolving computer hardware, software, and network problems. Furthermore, it is aimed at identifying the root causes of problems and provides a step by step guide to solving them to the user. The scope of this study is confined to the microcomputer and personal computer only. In the development phase, the first task was to analyze the problem domain computer helpdesk service ; to define the scope and conceptualization of expert systems; and to define the limits of the expert system domain. The next task was to extract knowledge from the context and to create knowledge base script as a hierarchically related subject list using the production rules. The inference mechanism used is backward-chaining begins with the problem information. The system searches its rules by looking for ones which contain the goal. If it is matched, it will then display all possible causes of the problem. By the way, forward-chaining is applied when searching from the cause of problem to looking for the problem matter. The third task was to design and to create a main menu interface in order to limit the scope of the application using a closed-end question in an interview. Finally, the screenshots of an active application window are printed out. Keyword: computer helpdesk service, expert system, knowledge based system

2 1. INTRODUCTION An expert system is a type of artificial intelligence program that emulates the interaction a user might have with a human expert to solve a problem. The user answers by selecting one or more answers from the list or by entering data. The computer will continue to ask questions until it has reached a conclusion. The conclusion may be the selection of a single solution or a list of possible solutions arranged in order of likelihood. The computer can explain how it arrived at its conclusion and why (EXSYS, 1992). The fundamental principles of supporting desktop and portable computers and operating systems including: manage and optimize Windows using command line tools, administrative consoles, and remote desktop; diagnose and resolve Windows trouble shooting scenarios; use antivirus tools to prevent and recover from malware infections; configure and troubleshoot local network and wireless connection and client applications; perform preventive maintenance using approved tools and products; and troubleshoot, optimize hardware (Pengelly, 2009). Most computer users today frequently face the problem of hardware, software or computer and network usage. Sometimes, a helpdesk staff may not be immediately available when the user needs help. This paper proposed the new prototype help desk service system using an expert system shell for the implementation. The automated helpdesk service system by the use of expert system in development provides end users with direct access to the services at any time. It supports the user as the help desk staff and supporting IT staff. It also provides a useful range of problem solving tools and helpful suggestions about checking and resolving computer hardware, software, and network problems. Furthermore, it is aimed at identifying the root causes of problems and provides a step by step guide to solving them to the user. The scope of this study is confined to the microcomputer and personal computer only. 2. METHODOLOGY Songsangyos and Tumthong (2009) proposed an automated reference services. The automated reference service by use of expert system is able to allow the end user access to information sources directly. The expert system for reference services can be made available at anytime without mediation of a reference librarian or search intermediary. This would free the intermediary and reference librarian from routine work and he or she can be involved in more cognitive and productive work. This prototype of an expert system will help the users searching Thailand s publications to obtain needed information about Thailand. This study provides large amount of reference sources of information about Thailand. However, the scope of the study is confined to information sources that are available in some institutes nearby Bangkok. Only current sources of Thailand would be used to form the selected list. However, the system could initially be updated, the knowledge base could be expanded and enhanced later. Fong and Hui (2001) developed an intelligent online machine fault diagnosis system. A data mining technique has been implemented to mine data stored in a customer service database to perform online machine fault diagnosis in a helpdesk application. The approach incorporates neural network (NN) and rule-based reasoning (RBR) within the framework of a case-based reasoning (CBR) cycle. NN extracts knowledge from customer service database then recalls the most appropriate service records based on the user's fault description. RBR is then used to reuse the checkpoint solutions from the retrieved service records and guide the customer. The machine problem and its checkpoint solution are revised with user feedback. The revised information is then retained by updating the relevant databases.

3 Expert system development life cycle (ESDLC) begins with the identification of a problem domain and then builds an expert system accordingly. The key initial phase is acquiring knowledge from an expert, someone with proven expertise in the problem domain. The acquired knowledge is represented by rules or frames, which become the system s knowledge base. The knowledge base is tested before it is made available to the user. After that, the system s knowledge may need to be refined or updated to meet current needs. These are the major steps you can expect to perform during the development of an expert system. They are not necessarily performed in the sequence given. However, developers will need to perform each step (usually many times) during the course of the project (Durkin, 1994). The main development steps of an expert system as stated by Awad (1996) are (1) Problem identification and knowledge acquisition; (2) Knowledge representation; (3) Human- Computer interaction design; and (4) Prototype design 2.1 Problem identification and knowledge acquisition First, one should understand the computer helpdesk process then analyze the problem domain in computer helpdesk services. The problem domain in computer helpdesk services are the following: computer helpdesk staff are not always available, training computer helpdesk staff is a time consuming task and very costly. Second, we should define the scope and nature of expert system to make sure that it will work properly and can solve the problems in that domain. These are listed below: an expert system provides the user with help as an experienced computer helpdesk staff, an expert system collects the expertise of experienced computer helpdesk staff(s) in the knowledge-base, which can be enhanced in the future, an expert system simulates the problem-solving skills of a computer helpdesk staff. Third, we should clearly define and limit the domain of the expert system by specific client group. This study is limited to computer components but not includes computer peripherals and network. Knowledge acquisition of the computer helpdesk process can be derived from text books, reports, technical articles, information sources from the web sites, and the like in computer helpdesk services. 2.2 Knowledge representation Once knowledge has been extracted from textbooks, reports, technical articles, and information sources from the web sites in helpdesk service, it must be organized and structured for use in a knowledge base. Knowledge base for this system has been designed as a hierarchically related subject list. Production rules consist of conditions and conclusions, i.e. IF-THEN statements. Premise clauses and conclusions are connected by AND operator. The inference mechanism used is backward-chaining begins with the problem information. The system searches its rules by looking for ones which contain the goal. If it is matched, it will display all possible causes of the problem. By the way, forward-chaining is used when searching from the causes of problem to looking for the problem matter. The confidence mode is yes/no system. This confidence system is very easy to use since the first rule that fires for a choice sets the value to 1 for yes or 0 for no. No intermediate values are assigned. This confidence system is good for selecting choices from a list that can definitely be answered with a Yes or No.

4 2.3 Human-Computer interaction design The next step is the design of the menu interface, for interfacing with user and the system, to limit the domain as a closed-end question in computer helpdesk service. Users just point and click at the preference choice. The screen displays instruction, on how to use the system on the top, followed by subjects list. If the system found information that matched the preference subject, the system would display all of them. The terms used in this study were developed as a list of content types, and were expressed in user s terms. 2.4 Prototype design In this research study, an expert system shell under Windows environment has been selected to develop a system prototype on an IBM PC compatible microcomputer. Shells have facilities for knowledge representation (typically production rules) and can help in the creation and validation of knowledge bases. Their advantages lie in the development time and their ease of use over AI language and programming languages. As Harley and Knobloch (1991) state: Expert system shells offer some of both the programming flexibility of AI languages and the programming simplicity of applications for specific knowledge domains. These shells are midway on a programming continuum, ranging from nearly unlimited design flexibility to completely predetermined functionality. If a shell is the tool used to develop an expert system, the developer will not be required to program the inference control mechanism. The database system is developed, so that the computer helpdesk staff could maintain the database file by running the program, which is created using an application generator. The model of system prototype is shown in figure 1. Knowledge base Data base No User User interface Inference engine Display suggestions Print out? Yes Print results Stop Figure-1: Model of system prototype The system s user interface is presented using menus. This makes the system easy to use and can limit a search to the domain of the expert system. The inference engine matches the fact (user qualifiers) with the rules kept in knowledge base. After it has matched the rule and fact then it goes to search the record(s) of computer helpdesk service in the database system. Next, it displays the suggestions and asks the user to print out or not: if yes the system sends results to printer, if no the system takes the user to next step. 3. RESULTS First, use EXSYS Runtime to open the file HELPDESKES.RUL then the application is run. The main menu will appear on the screen. The user selects any subject from the list displayed by double clicking on the subject. The application search paths are designed to have less than five screens. If the knowledge base contains more specific subjects than the one currently

5 selected, the user is then given the opportunity either to select a more specific subject or to keep the more general one that is currently selected. The text in the list box at the bottom of the screen lists more specific subjects. The left hand side of the screen will display the higher hierarchy of subjects list, if any, and the previously selected subject would be highlighted as shown in figure 2. Figure-2: Subjects list under Hardware area The following is an example of steps that a user may take: 1. User selects one subject from the list. If s/he selected one subject from the list, suppose user selected Hardware, then go to next step. 2. Next screen will ask user whether s/he would like to specify the more specific subjects in Hardware area or not. The user has the opportunity to select the more specific subjects in the list as shown in figure 2. This will narrow down the subject area. If s/he selected Cooling systems subject, it has the more specific subjects. 3. After user selects preferred subject and selected Trouble, finally select Computer power off unexpectedly. The system fired the rules using backwardchaining to match the cause(s) of the given trouble. Then displays the cause(s) of the specified trouble and recommendations on the screen as shown in figure 3. If users need to knows the trouble matter by entering a specified cause. The system then using forward-chaining to fired the rules which matched the trouble(s) and the given cause, then displays all the troubles matter from the specified cause as shown in figure 4. For example, user selected Hardware in general from the subjects list or Cooling systems for more specific. After user selects preferred subject and selected Cause, lastly select The unit temperature was exceeded the maximum operating temperature.

6 Trouble Hardware -> Computer power off unexpectedly Cause(s) of the specified trouble and recommendations as follows: 1. The unit temperature was exceeded because the unit is in an exceedingly hot environment or the fan is blocked. Let the unit cool down. 2. The unit temperature was exceeded because the computer was running with the cover or side panel removed. Replace cover or side panel, and let the computer cool down before turning power back on. 3. Ensure computer air vents are not blocked and internal fan is running. Note that your computer may not have an internal fan. Trouble Hardware -> Cooling systems-> Computer power off unexpectedly Cause(s) of the specified trouble and recommendations as follows: 1. The unit temperature was exceeded because the unit is in an exceedingly hot environment or the fan is blocked. Let the unit cool down. 2. The unit temperature was exceeded because the computer was running with the cover or side panel removed. Replace cover or side panel, and let the computer cool down before turning power back on. 3. Ensure computer air vents are not blocked and internal fan is running. Note that your computer may not have an internal fan. Figure-3: Displays the cause(s) of the given trouble Cause Hardware -> The unit temperature was exceeded the maximum operating temperature Cause Hardware -> Cooling systems -> The unit temperature was exceeded the maximum operating temperature Trouble(s) matter from the specified cause as follows: Trouble(s) matter from the specified cause as follows: 1. Computer power off automatically. 1. Computer power off automatically. 2. With AMD CPUs, you will usually encounter crashes if the CPU is overheated; but these go away as soon as the CPU is cooler again. With P4 CPUs, the CPU will turn its speed down automatically when it overheats. No damage to the CPU is possible. 2. With AMD CPUs, you will usually encounter crashes if the CPU is overheated; but these go away as soon as the CPU is cooler again. With P4 CPUs, the CPU will turn its speed down automatically when it overheats. No damage to the CPU is possible. Figure-4: Displays the trouble(s) matter from the given cause 4. CONCLUSIONS The expert system prototype has tried to use the available knowledge extracted from many textbooks, reports, technical articles, and on-line sources that relate to computer helpdesk service and automate computer helpdesk service. The system provides end users with direct access to the services at any time. It supports the user as the help desk staff and supporting IT staff. It also provides a useful range of problem solving tools and helpful suggestions about checking and resolving computer hardware, software, and network problems. User also can look at the problem matter from their specified cause by using a forward-chaining rule based system. The proposed helpdesk expert can work properly that based on clearly-defined rules.

7 The following recommendations are made for the future development of the helpdesk expert system. The first stage of system development will begin with using open questions to gather background information about the users. Natural language user interface allows the user to interact and to operate the applications through everyday language. Voice recognition and voice synthesis can be used in applications for a user-friendly interface. In the second stage of system development, the users will be divided into groups, novice and experienced users. The main menu will be created and displayed to users. Description and general explanation of the system can be provided separately to the two groups of users. If the system can display the subject hierarchy used frequently by experienced users, they can use shortcut to refine their search for saving their time. Users can gain more benefits if the system provides broader domains but novice user may loss in the forest of the information. By the way, if the system provides narrower domains, users can gain more benefits from a more specific area or can drill down into more depth. BIBLIOGRAPHY Pengelly, James, (2009). CompTIA A+ Certification Practical Application Support Skills. Gtslearning, UK. Durkin, J, (1994).Expert systems: design and development. Prentice-Hall, New Jersey. Awad, E.M, (1996). Building expert systems: principles, procedures, and applications. West publishing company. Harley, B.L. and Knobloch, P.J, (1991). Government documents reference aid: An expert system development project. Government publication review, Vol.18. Songsangos, Pradit and Tumthong, Suwut, (2009). Automated reference services. Proceeding of International conference on future computer and communication engineering (FCCE2009) Malaysia. A.C.M. Fong and S.C. Hui, (2001), An intelligent online machine fault diagnosis system. Computing&Control Engineering Journal, October. EXSYS, Inc, (1992). Expert System Development Software. Hewlett-Packard Development Company, LP, (2007). Troubleshooting and Maintenance Guide. available : Compaq Computer Corporation, (2000). Quick Troubleshooting Guide, 2 nd Edition.

8 Appendix A: Subject Hierarchy Levels Top 1 Heading 2 Hardware 3 Motherboards 4 Processors 4 Memories 5 ROM 5 RAM 4 Input/Output Ports and Adapter cards 5 Audio 5 Video 5 Communication 3 Storage devices 4 Hard Disk Drive/Floppy Disk Drive 4 Compact Disk/Digital Video Disk 3 Cooling Systems 4 Heat sinks 4 Fans 4 Thermal compound 3 Power Supplies 4 A.C. cord and connector 4 A.C to D.C. convertor module 2 Operating System 2 Peripherals 2 Networking 2 Security