%0 Conference Paper %1 GoekerRoth-Berghofer98 %A Göker, Mehmet %A Roth-Berghofer, Thomas %A Bergmann, Ralph %A Pantleon, Thomas %A Traphöner, Ralph %A Wess, Stefan %A Wilke, Wolfgang %B Advances in Case-Based Reasoning, Proceedings of the 4th European Workshop, EWCBR'98, Dublin, Ireland %C Berlin %D 1998 %E Smyth, Barry %E Cunningham, Pádraigh %I Springer-Verlag %K CBR Help-Desk %P 346--357 %T The Development of HOMER -- A Case-Based CAD/CAM Help-Desk Support Tool %X The increasing number of hardware and software at Daimler-Benz personal car development in Sindelfingen combined with the constant number of help-desk operators demanded a help-desk system which goes beyond the classical trouble-ticket approach. In this application paper we give an overview of the situation at the CAD/CAM Help-Desk in Sindelfingen and the development of the case-based help-desk support tool HOMER. We describe our modelling approach and its influence on the system architecture as well as the different user roles and the help-desk tool itself. We conclude with the lessons learned during the course of this project and future prospects.

@inproceedings{GoekerRoth-Berghofer98, abstract = {The increasing number of hardware and software at Daimler-Benz personal car development in Sindelfingen combined with the constant number of help-desk operators demanded a help-desk system which goes beyond the classical trouble-ticket approach. In this application paper we give an overview of the situation at the CAD/CAM Help-Desk in Sindelfingen and the development of the case-based help-desk support tool HOMER. We describe our modelling approach and its influence on the system architecture as well as the different user roles and the help-desk tool itself. We conclude with the lessons learned during the course of this project and future prospects.}, added-at = {2007-11-02T23:45:09.000+0100}, address = {Berlin}, author = {G{\"o}ker, Mehmet and Roth-Berghofer, Thomas and Bergmann, Ralph and Pantleon, Thomas and Traph{\"o}ner, Ralph and Wess, Stefan and Wilke, Wolfgang}, biburl = {https://www.bibsonomy.org/bibtex/241fc6ff6d0885430b9f4ba118c21b2c9/bsmyth}, booktitle = {Advances in Case-Based Reasoning, Proceedings of the 4th European Workshop, {EWCBR}'98, Dublin, Ireland}, editor = {Smyth, Barry and Cunningham, P{\'a}draigh}, interhash = {a5f28af1da7b8cf5b9ebe2f53adc5d3a}, intrahash = {41fc6ff6d0885430b9f4ba118c21b2c9}, keywords = {CBR Help-Desk}, pages = {346--357}, publisher = {Springer-Verlag}, timestamp = {2007-11-02T23:45:24.000+0100}, title = {The Development of {HOMER} -- A Case-Based {CAD/CAM} Help-Desk Support Tool}, year = 1998 }