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The Research on Auto-Assignment Method of Service Orders Based on Rule Reasoning

机译：基于规则推理的服务订单自动分配方法研究

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摘要

In incident management process, IT service management (ITSM) system usually sets up a dispatch center and full-time dispatchers to assign service orders to engineers. The assigning process has problems such as low efficiency and poor standardization. Aiming at these problems, We propose an auto-assignment model (AMM) of service orders for IT service management systems. Based on the actual business scenarios, the AMM model focuses on several factors such as attributes of service orders, responsibilities of roles, interests of candidates, load of candidates, social relationships between candidates, and attendance information of candidates. In addition, based on the auto-assignment model, we propose an auto-assignment method of service orders based on rule reasoning (AAM-RR). The analysis results of factors such as accuracy, coverage and time show that the AAM-RR can solve the problem of service orders' automatic assignment in IT service management system.
机译：在事件管理过程中，IT服务管理（ITSM）系统通常会设置一个调度中心和专职调度员，以将服务订单分配给工程师。分配过程存在诸如效率低和标准化差的问题。针对这些问题，我们为IT服务管理系统提出了服务订单的自动分配模型（AMM）。基于实际业务场景，AMM模型关注服务订单属性，角色职责，应聘者利益，应聘者负担，应聘者负担，应聘者之间的社会关系以及应聘者出勤信息等多个因素。此外，基于自动分配模型，我们提出了一种基于规则推理（AAM-RR）的服务订单自动分配方法。对准确性，覆盖范围和时间等因素的分析结果表明，AAM-RR可以解决IT服务管理系统中服务订单的自动分配问题。

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