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Thanks to host Denali for sponsoring this meeting. This was the Agenda. Northwest Remedy User Group MeetingDecember 17, 2002Minutes v
This meeting was held at the Denali office in Bellevue. v
Presentation – Primus – by Bo Weingaertner, Director of
Technical Marketing; with silent support from Eric Seeley, Account Executive. Ø Primus makes and sells a Knowledge Management software that is commonly interfaced with Remedy. § Is good for well-defined searches, like Categorization values. Ø Primus Answer Engine is a natural language search engine. § Is good for use with unstructured knowledge bases, like manuals and company documentation. § Uses a 5.x View field to display the contents of the web page that does the search. Because it is a Web page, HTML editing can change the formatting and features of the field. § Can use input from one or more fields (concatenated) to use as search criteria. § A problem can be unlinked from a solution if it is determined that the previously linked solution was in fact not the real solution. § Context of information pieces is considered, but not overwhelmingly so. In other words, if IBM is in the string, it matters whether the software problem being reported is on IBM hardware, or whether it is a problem regarding IBM hardware. § Multiple solutions can be applied to the same problem, as the issue may include several issues. § For the DDE interface, there is some client software that is needed. For the web version, there is none required – just a web browser. § Toolbar buttons can be modified if desired. § A URL to the solution can be inserted from the selected solution(s) back into the Details field (or wherever you like) via DDE. § Solutions can follow paths with a tree-like function, or be pretty much free-form. The tree-like function can work well to ensure that certain steps have been followed before more drastic ones are attempted. § The Self-Help mode is used by the users separate from Remedy, but when the result is used, a ticket to log the problem and resolution is created and resolved to track the issue. The ticket could be created at either the beginning or the end of the transaction. § Top 10 lists of most common occurrences and solutions can be posted and updated dynamically. § Not yet certified to run on Windows XP. § Natural language processor doesn’t intend to provide answers as much as find potential matches to the problem, so that the user can read through the information available to find the answer therein. The solutions are phrased like “If you…then…”. § Can read 225 file types as input to the solution base, including the ability to mix types for the same question(s). § The overhead of maintaining the mappings is approximately 50 to 75% of the size of the source data. § You can set the configuration to update the document links as often as you like. You can build the references offline and then just upload the links to minimize system downtime. § Data mining is kind of a next step for this product line. §
Integration for use with ARS 5.1 Web Services is under
development. ETA TBD. v
Presentation – Scapa Test Technologies again had to cancel due
to technical difficulties. We will
try to reschedule them – again. v
Hot Topics Ø Meeting Schedule: § Next meeting: February 18, 6:00 – 8:00. § Subjects – TBD |
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