Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Project Report
Computer Troubleshooting
Intelligent System
Team
Madan Bharadwaj
Santhosh Grandai
Instructor
Dr James C Bellows
1/59
Spring 2002
04/20/02
University of Central Florida. School of Electrical and Computer Engineering
2/59
ABSTRACT
Knowledge-based systems are often viewed as solutions for problems. A
knowledge based system consists of the knowledge and expertise of a human to
solve a difficult or a complex problems with ease. The knowledge is obtained
from the expert on the particular application on which the Knowledge based
system is being developed.
Computers have taken root into our lives in such unassuming proportions that
today, for someone to use a computer like a car is very common. They know to
drive it but they may not know to mend a puncture. Such pitfalls are manifold
greater when dealing with computers. Hence there is a need to develop an
expert system that will guide a common user in troubleshooting the problems in
his computer. However we intend to develop the system not just for the common
user but also for higher level usage by computer personnel of varying skills
levels.
3/59
TA B L E O F C O N T E N T S
Project Description................................................................................................4
Feasibility Analysis................................................................................................5
System Implementation:......................................................................................24
Appendix C: Presentation....................................................................................56
A Note Of Thanks…..............................................................................................58
4/59
PROJECT DESCRIPTION
Our Knowledge base will reflect the cumulative problem solving knowledge of the
Computer Services department. Since the knowledge was cumulative and the
domain extensive, we had to make provisions for the knowledge base to be
updated easily, so that the system will ‘grow’ with the Expert and can effectively,
one day, represent the knowledge of the expert.
Reflecting this fact the most significant feature about this knowledge base would
be ‘shell’ which we have custom built for the requirements of the Student Health
Center. We have made updating the knowledge base a simple procedure that
does not need any prior knowledge about the shell. We have eliminated the need
for a new user of a system to have a minimum knowledge about the system.
We chose Visual Basic as a front end to represent our ideas effectively to the
novice user and an Access back end to store all the rules and data. The
inference engine which traverses the database for answers is integrated into the
Visual Basic front end.
5/59
F E A S I B I L I T Y A N A LY S I S
2. Is KB technique suited?
Human Problem solving knowledge will be reflected in our knowledge
based system. Most of the knowledge is redundant and is gained by
experience. There are lot of small details that are encompassed in the
process of maintenance, which can be effectively illustrated using KB
approach. We assign 1 for the validity to the first question.
We assign .85 for its validity.
The ‘CTIS’ will require algorithmic support with some subtle use of
heuristics to efficiently address the problem on hand. Algorithms will guide
the decision tree and some probability and numeral heuristics will
streamline the decision making. The human heuristic component will be
introduced into the system through rules. We assign .8 for its validity.
6/59
will accept new knowledge and new rules for future growth of the system.
We can assign .7 for this factor.
The input data cannot be assumed correct on all occasions, since users
may read a particular problem in a incorrect manner leading to the CTIS
giving a incorrect solution. We assign a weight of .6 in this case.
Can the problem be solved better through other means? The only other
means would be live support, which may not be available 24/7. We assign
a weight of .8 in this case.
Does this problem pass the telephone test? Yes, it would pass the
telephone test. The information can be conveyed over the phone. We
assign .9 to this factor.
Taking up all the weights together and coming up with a one single weight
for the suitability of the KB system to this problem we get a consolidated
number of .771 which translates into a weight of .308 for this factor.
3. Is KB approach justified?
Considering the domain coverage and the suitability of the system to the
problem, I would suggest that the KB approach would the ideal path to
travel. Add to this the instant availability of the hardware, the software &
expert availability, it makes an excellent project to pursue. We assign .75
for this issue.
7/59
4. Is there management support?
Mr. Leon Stanley, who jointly heads the Computer Services department
in UCF was very excited and appreciative of the idea when we first
proposed it to him. He is very enthusiastic about the prospects and has
agreed to support us with any test hardware and software we may need.
He is also our expert for our system, which only certifies his involvement in
the project. We have answered this question beyond any doubt. We
assign the number 1 to this parameter which translates into a weight of .1.
8/59
Assessment
From the table our overall rating works out to be 0.883, which we feel qualifies
our need to use Knowledge based system for addressing this problem.
9/59
REQUIREMENTS
S P E C I F I C AT I O N S F O R
THE PROJECT
Problem Overview
Since computers are playing a critical role in managing the UCF Student Health
Center where the majority of the users are Health workers with minimal
knowledge of computers the presence of an expert system to troubleshoot simple
and complex day-to-day problems can go a long way in oiling the process. The
CTIS will also be an able assistant to partially skillful and new employees of the
Computer Services department who may not know and cannot be trained to very
minute detail.
User Profile
Most of the users would be doctors, nurses, pharmacists and Health care
workers. But a significant number of others like the Business office staff, the
accounting staff, the cashiers, appointments staff and others would also be active
participants in the system.
Project Goals
The CTIS intends to replicate the knowledge of the experts Mr.Leon Stanley and
his colleague Mr. Jim Kotlaba, who have been a part of the Computer Services
department for a long time. We intend to extract their knowledge and also
provide a way for future growth of the system.
10/59
Knowledge Based System Functions
System Outputs
The most common outputs would be solutions statements for the problem
addressed. In many cases there may be multiple outputs arranged in the order of
their likeliness. Sometimes it may also bring up some documents (docs, HTML
etc.,), which may have a more detailed account of the problem solution. The
measure of certainty may not be the most important thing but it will influence the
choice of the user. In many cases the confidence may be critical but in many
others they may also not matter, hence critical areas may be flagged for expert
approval before proceeding further.
System Inputs
The input data is most of the time complete but may not always be consistent,
since users are not experts in computers and their problems. They may identify a
Printer Driver problem as a cartridge problem and so forth, so the input data may
not be totally consistent.
The data is mostly non-numerical. The problem is represented in proper English
sentences and the solutions are also given the same way. The solutions for lower
level users of the system will be straight forward but with higher levels of usage
the solutions may be more implicit and may assume the user to have some
background in solving the problem.
Auxiliary features
The system will be user friendly and will be in a format that they encounter on a
daily basis on the internet and otherwise.
Implementation Priority
Redundant knowledge areas and usability for lower level users will be addressed
first. As we proceed we will address higher level usage for higher level users.
Constraints
Hardware Constraints
11/59
Sometimes the problem could be with the computer itself and hence the user
may not be able to reach the CTIS. Under such cases the inability to reach CTIS
is a constraint posed by the situation, hence the assumption is that the user has
a minimum hardware capability to reach the CTIS.
Speed of Execution
The execution will depend on the server’s capability to handle the database,
since the Health Center is pretty well equipped one can expect it to be fast
enough for the user to be unaware of the processing time.
Maintainability
There is a database maintenance part, which can weigh on the institution, but
from our interaction with the Computer Services personnel, they seem to think
the task would put a minimal stress on them.
Reliability
The system may not be 100% reliable since it uses heuristic to get to the
answers, but the user can place his trust on the system for consistent answers,
which in the longer run would make it a reliable system.
Security
The users cannot not change the system data, the privilege will be held by the
administrators of the system. The Health Center already ahs a Security policy in
place, which makes the situation far less volatile.
12/59
SYSTEM DESIGN AND
MODIFIED STRUCTURE
CHART
Preliminary Design
Computer Troubleshooting Intelligent System (CTIS) is being developed for the
Computer Services department of the Student Health Center. The system will aid
novice and expert computer users to troubleshoot problems that they experience
on their computer.
13/59
lower level ‘rules’ but on some occasions they may also fire ‘rules’ of the same
level or of the higher level.
Architecture
There are two types of rule-based architectures that are in use, Inference Nets
and Pattern Matching systems. The conclusions that our system will come upon
are not general and are mostly pretty specific. Our system relies on a rule base
to direct the system towards the solution from the previously derived facts. We
don’t find any evidence to say that we are using a Pattern matching architecture.
We would think that the architecture we are using is an Inference Network for the
aforementioned reasons.
14/59
Selection of Human Resources
The only Human resource we actually selected was our expert, since we had
come together as a team even before finalizing the project. Our approach to the
project can be dubbed ‘Democratic Team Approach’ (as recognized by Software
Engineering) where both the team members decide in consensus and proceed in
a cohesive and constructive manner. The fact that we knew each other
previously is helping immensely in co-coordinating group activities.
Tool Selection
Our choice of tools was actually influenced more by the existing setup in the
Student Health center. They are right now in the development phase of a system
to store and process Work Orders using Access and Visual Basic. Access will be
the back end database to our system and Visual Basic will be the front end. The
project as we discussed with our expert will have an Administrator front end and
a user front end. We do not know if we can complete both within the semester.
So we have prioritized the Administrator end ahead of the user end. The reason
why we chose to do that is because the administrator front end is crucial if the
database has to be updated with more facts and rules in the future. Otherwise
the system will be stuck with the rules and facts that we write during this
semester and will stem the growth of the database.
15/59
products and online documentation. We have not been allotted time enough to
observe the expert at work and hence the second method is improbable. We may
actually use the third method to structure our database and decide where to
place a particular instance of a problem or a solution.
16/59
INITIAL PROTOTYPE
We have been working on the initial prototype after we got the go from you. Our
prototype is basically of two parts. The Back end design and the front end design
This is only a preliminary layout and is subject to change with the evolving
requirements of the design. We intend to store the facts in the fact base, the
rules in the rule base and the solutions in the solution base. The front end will
take care of the navigation in the database to come up with the right answers.
17/59
Front end Design
We are still working on a suitable front-end design in Visual Basic, We are trying
to create user friendly forms to interact with the user and the back end. The catch
about the front end is that we will be using a dynamic piece of code, which will
query the database with if and then rules dynamically to navigate between levels
and rules.
Login Screen
18/59
Admin Screen
19/59
User End Screen
20/59
Add users to the database
21/59
Let us explain the situation with an example pseudocode.
If
Level = 0 & PID = 1
Then
1. Check Rule Base for exceptions
2. Publish next set of facts derived from the rule base
end
For a particular problem, say a Hardware problem, the PID is 1 and the Level is
0. If these are presented to our inference engine, then according to the natural
flow the process will check for valid Hardware problems in the next lower level.
However it will also perform a check on the rule base to see if there are any
exceptions and if there are any valid facts for that particular problem in the
present or higher levels also. After the check it will present a consolidated set of
derived facts to choose from to proceed further.
22/59
The user chooses the 1st option, Printer. Then, it will perform the same process
as discussed above to come the next level options for Printer problems. The
process is continues until the user reaches the solution or reaches a point where
there are no more lower branches and the process stops.
In the following pages we have put the facts that feed the rules in the form of a
table. This is the information we have put together well enough to document.
Here is a sample navigation by Forward reasoning to attain a solution.
If
Level = 0 & PID = 2
Then
Publish (Level = 1 & PID = 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
end
If
Level = 1 & PID = 19
Then
Publish (Level = 2 & PID = 1, 2, 3, 4)
End
If
Level = 2 & PID = 1
Then
Publish (Level = 3, PID = 1, 2, 3)
end
If
Level = 3 & PID = 1
Then
Publish (Solution = Connect Printer to Computer)
End
(See ‘Rule Base’ attached at the end for a more comprehensive rule base)
23/59
FINAL DESIGN
We have developed an initial prototype to go with the client’s requirements. The design
decisions are one way or the other a derived result of the client requirements. We intend
to develop more modules with more interactions with our Expert. As of now we have only
got a overview of the cases available, which are huge. We might end up developing the
rule set for a few cases and use our dynamic database design to incorporate further
addition of rules by the Computer Services department personnel later. As you will see
our Modified Structure Chart (MSR) today will have too many branches to expand on all
counts.
24/59
SYSTEM
I M P L E M E N TAT I O N :
J:/data/COMP_SERV/CTIS/Transcription_Procedure.doc
Transcriptions Not
Going through
Level 3
MS WORD
Level 1 SOFTWAR
E
25/59
In Lexmark Printers, Feed paper one by one, …
PAPER Level 4
JAM…
PAPER JAM
Level 3
(COMMON
SOLUTIONS)
PRINTER
Level 2
Level 1 HARDWARE
26/59
Check network cable…
Network Unavailable…
Level 2
NETWORK
Level 1
27/59
Personnel
CTIS Team:
MADAN BHARADWAJ
Web Site: http://madanonline.tripod.com/
Email: madan_bharadwaj@yahoo.com
SANTHOSH KUMAR J.GRANDAI
Email: santhu79@hotmail.com
Expert
Mr. LEON STANLEY
Email: lstanley@pegasus.cc.ucf.edu
28/59
V E R I F I C AT I O N A N D
VA L I D AT I O N R E C O R D
VERIFICATION
Verification requirements
The requirements for verification of the CTIS system are listed below. The CTIS
knowledge base shall be evaluated for compliance to the CTIS specifications.
The CTIS knowledge base shall be evaluated for consistency and completeness.
The CTIS rule base shall be checked for semantic errors to verify
consistency and completeness.
The CTIS rule base shall be checked for syntactic errors to verify
consistency and completeness.
Verification criteria
From the point of view of the customer, the system should be deemed verified if
the verification requirements are successfully met. The customer should have a
high level of confidence in the system’s ability to do its intended function if it can
be shown that these verification requirements are met successfully. A walk-
through of the knowledge base of the CTIS will demonstrate compliance to the
specifications and a completeness and consistency check for semantic and
syntactic errors that may have been introduced by the knowledge engineer when
developing the project.
29/59
Compliance To Specifications
Compliance to the specifications of the CTIS is a paper exercise to evaluate the
system against common issues and original specifications. This section
demonstrates that it successfully meets the first requirement for verification of the
CTIS KB system. Table 1 shows traceability to issues that arise with the
development of a KB application not covered by the original requirements and
Table 2 is the actual traceability to the original requirements of the KB system.
30/59
9 System meets the security Apart from the network Yes
specifications security measures, the
system is password
protected.
10 Appropriate Security Password protected. Only Yes
measures have been administrator has modification
implemented into the access.
system to protect against
unauthorized modification of
knowledge base
REAL TIME PERFORMANCE OF THE SYSTEM
1 System Input The scale of answers used in
The Input to the system was the CTIS application were
selection of various choices something like problem Yes
provided related to the related to
problem faced by the user. “HARDWARE”,”SOFTWARE”,
”NETWORK”,”MISCALLENO
US”.
2 System Output After the user selects his
The Final Output of the particular problem like
System will be the Solution “Hardware” then “Printer” then Yes
to the problem user has “Paper Jam” the solution
selected. displayed will be like
“Remove tray and Remove
Paper”
3 Hardware Constraints
The System is been
developed to run on any The System should have Yes
Personal Computer and on Windows OS.
any computer on the
network in the UCF
computing environment.
4 Error Identification
31/59
The user will not be able to We implemented this in the
go to the next stage until he design of the system. Yes
answers a question in his
current stage.
If the Inputs are Invalid the If the user selects his problem
system does not display any wrongly by mistake in the
error message. middle, the only possible way Yes
to correct it is to go back to
the start of the system, this
facility is been provided by
us.
SYSTEM MAINTENANCE
5 Implementation priorities
The admin end was prioritized
Admin End ahead of every other task Yes
since it was the most critical
factor concerning the future
growth of the system.
32/59
The user’s manual will
contain an overview of the The user’s manual is been
system, system developed and it is in Yes
requirements (hardware and Appendix D of this final
software setup),and detailed project report.
usage requirements.
33/59
2 Conflicting rules None Yes
3 Subsumed rules None Yes
4 Circular rules None Yes
5 Unnecessary IF None Yes
conditions
6 Dead-end rules None Yes
7 Missing rules None Yes
8 Unreachable rules None Yes
34/59
VALIDATION
Validation Requirements
The requirements for validation of the CTIS system to demonstrate domain
knowledge
correctness and solving the problem correctly are listed below.
Validation Technique
The validation technique for the CTIS knowledge base will be done through the
use of test cases.
There will be a minimum of ten test cases to validate the CTIS system.
The test cases will be generated by the random selection of problems that
the user would like to know the solution.
The test cases will be an even mixture of easy, medium, and hard cases.
The results of the test case will be compared against knowledge about
typical conclusions that were extracted from the knowledge acquisition
sessions
The individual test case is to be repeated once again to validate the
appropriate expected result obtained.
Validation criteria
From the point of view of the customer, the system should be deemed validated if
the validation requirements are successfully met. The customer should have a
high level of confidence in the system’s ability to do its intended function if it can
be shown that these validation requirements are met successfully.
Since KB systems are not completely objective in nature, the test cases and their
respective results demonstrate the validation of the problem solving knowledge
that was obtained during the knowledge acquisition. The knowledge acquisition
35/59
was based on the interviews from the Expert and intuitive techniques with
verification from the expert. The validation of the knowledge base was
accomplished by validating the final results, which has to be obtained.
36/59
Test Cases
For each test case shown in the following table, the specified procedures must
be performed.
Our system starts by asking general questions and then narrows down, the
scope of the search as we go along. So out test cases will begin with a set of
options and then depending on the choices we make will deliver answers
accordingly.
UNIX UNIX
Hardware Hardware
From the Expected Result list Actual Result list
presented list Transcriptions are not Transcriptions are not
select “Medical going through going through
Manager”
From the Expected Result Actual result
presented list “Transcription “Transcription
select the only procedure”. procedure”.
option shown J:/data/COMP_SERV/ J:/data/COMP_SERV/
CTIS/Transcription_Pro CTIS/Transcription_Pro
cedure.doc cedure.doc
37/59
2 Select “Hardware” Expected Result List Actual Result list Performs
from the list of Printer Printer as deigned.
options No Volume in No Volume in System
speaker speaker outputs are
Select “Printer” Expected Result list Actual Result list satisfactory
from the list of Printer Model Specific Printer Model Specific
options Problems Problems
Paper jam (Common Paper jam (Common
Solutions) Solutions)
How to set up a printer How to set up a printer
on a system on a system
Network printer not Network printer not
working working
Printer is not turning Printer is not turning
ON ON
Select “Paper Expected Result list Actual Result list
Jam (Common Paper Jam I Paper Jam I
Solutions) from Lexmark Printer Lexmark Printer
the list of options Paper Jam Paper Jam
solution to most solution to most
printers printers
38/59
3 Select “Network” Expected Result Set Actual Result Set Performs
from the list of Network Network as deigned.
options Unavailable/No Unavailable/No System
Network Drives Network Drives outputs are
Available Available satisfactory
Select the only Expected Solution Actual Solution
option available Check network cable Check network cable
Check if Network is Check if Network is
down down
4 Select “CTIS Expected Result Set Actual result Set Performs
Knowledge Base” How to initialize How to initialize as deigned.
from the list of CTIS for other CTIS for other System
options applications? applications? outputs are
CTIS user CTIS user satisfactory
manual manual
Select “How to Expected Solution Actual Solution
initialize CTIS for Initialize CTIS for other Initialize CTIS for other
other applications: applications:
applications?” J:/data/COMP_SERV/ J:/data/COMP_SERV/
Procedures/CTIS.doc Procedures/CTIS.doc
5 Select “CTIS Expected Result Set Actual result Set Performs
Knowledge Base” How to initialize How to initialize as deigned.
from the list of CTIS for other CTIS for other System
options applications? applications? outputs are
CTIS user CTIS user satisfactory
manual manual
Select “CTIS user Expected Solution Actual Solution
manual?” CTIS User Manual: CTIS User Manual:
J:/data/COMP_SERV/ J:/data/COMP_SERV/
Procedures/CTIS_User Procedures/CTIS_User
_Manual.doc _Manual.doc
39/59
6 Choose Expected Result Set Actual Result Set Performs
“Miscellaneous” P.C. not P.C. not as deigned.
from the set of connecting to connecting to System
options the internet. the internet. outputs are
Cannot Login. Cannot Login. satisfactory
Poured coffee Poured coffee
over the over the
keyboard. keyboard.
Keyboard not Keyboard not
working working
Set time on Set time on
computer computer
Schedule Disk Schedule Disk
cleanups cleanups
Choose “PC not Expected Solution Actual Solution
connecting to P.C. not connecting to P.C. not connecting to
internet” from the the internet : the internet :
set of options 1. Remove 1. Remove
unnecessary programs. unnecessary programs.
2. Clear temporary files 2. Clear temporary files
from Netscape or from Netscape or
Internet Explorer. Internet Explorer.
40/59
7 Choose Expected Result Set Actual Result Set Performs
“Miscellaneous” P.C. not P.C. not as deigned.
from the set of connecting to connecting to System
options the internet. the internet. outputs are
Cannot Login. Cannot Login. satisfactory
Poured coffee Poured coffee
over the over the
keyboard. keyboard.
Keyboard not Keyboard not
working working
Set time on Set time on
computer computer
Schedule Disk Schedule Disk
cleanups cleanups
Choose “cannot Expected Solution Actual Solution
Login” Login : Login :
If CAPSLOCK is on, If CAPSLOCK is on,
turn it off and login turn it off and login
again. again.
41/59
8 Choose Expected Result Set Actual Result Set Performs
“Miscellaneous” P.C. not P.C. not as deigned.
from the set of connecting to connecting to System
options the internet. the internet. outputs are
Cannot Login. Cannot Login. satisfactory
Poured coffee Poured coffee
over the over the
keyboard. keyboard.
Keyboard not Keyboard not
working working
Set time on Set time on
computer computer
Schedule Disk Schedule Disk
cleanups cleanups
Choose “Poured Expected solution Actual Solution
coffee over the Poured coffee over the Poured coffee over the
keyboard. keyboard. Keyboard keyboard. Keyboard
Keyboard not not working not working
working” Replace Keyboard. Replace Keyboard.
42/59
9 Choose Expected Result Set Actual Result Set Performs
“Miscellaneous” P.C. not P.C. not as deigned.
from the set of connecting to connecting to System
options the internet. the internet. outputs are
Cannot Login. Cannot Login. satisfactory
Poured coffee Poured coffee
over the over the
keyboard. keyboard.
Keyboard not Keyboard not
working working
Set time on Set time on
computer computer
Schedule Disk Schedule Disk
cleanups cleanups
Choose “Set time Expected Solution Actual Solution
on System” Change time settings Change time settings
on the Computer: on the Computer:
Double Click on the Double Click on the
right bottom corner of right bottom corner of
the taskbar and change the taskbar and change
the settings as you the settings as you
wish. (You need to wish. (You need to
have admin status to have admin status to
change settings) change settings)
43/59
10 Choose Expected Result Set Actual Result Set Performs
“Miscellaneous” P.C. not P.C. not as deigned.
from the set of connecting to connecting to System
options the internet. the internet. outputs are
Cannot Login. Cannot Login. satisfactory
Poured coffee Poured coffee
over the over the
keyboard. keyboard.
Keyboard not Keyboard not
working working
Set time on Set time on
computer computer
Schedule Disk Schedule Disk
cleanups cleanups
Choose Expected Solution Actual Solution
“Schedule Disk Schedule Disk Schedule Disk
cleanups” cleanups: cleanups:
Click on the Scheduler Click on the Scheduler
on the task bar or go to on the task bar or go to
Programs/Accessories/ Programs/Accessories/
System/Scheduler and System/Scheduler and
set the disk clean set the disk clean
routine when you want routine when you want
it. it.
44/59
V&V CONCLUSION
The customer should have a high level of confidence in the system’s ability to do
its intended function due to the successful verification and validation meeting the
specified requirements. The requirements of the V&V of the CTIS system were
successfully completed with documented results, therefore the system should be
deemed verified and validated. Successfully implemented test cases
demonstrate validation of the system. Since KB systems are not completely
objective in nature and there were a limited number of test cases the potential for
user’s risk may exist. However the system can be trusted to provide consistent
results over a wide database.
45/59
SUMMARY AND
CONCLUSIONS
Lessons Learnt
“Customer is the King”. We had a lot options that had to be decided
based on the requirements of the customer. One of the main things was to
decide whether to do our project using “CLIPS” or “VISUAL BASIC”. As
the people who are going to use CTIS do not know much about
computers, we thought that it would be hard to explain how to use CLIPS.
We wanted the system to be more user friendly and so finally we decided
to use “VISUAL BASIC” as our front end.
Expert must have time. As our Expert Mr. Leon Stanley is the head of
the computer services department in the student health center, he is a
very busy man and has very little time to offer. So found it hard to meet
him and talk to him about the problems faced and the solutions for it.
46/59
the project idea itself. The delay reflected through out the project. But we
do consider it an triumph of sorts to have completed the minimum
requirements as dictated by both the course and the customer.
47/59
APPENDIX A:
EXTERNAL EXPERT
INTERVIEW RECORD
1. Mr. Leon Stanley agreed to be our expert and we started discussing about
the various issues involved in the project.
2. The discussion of which tool to use for the development of intelligent
system was discussed but did not come to a conclusion.
48/59
3. A brief discussion about the basic problems faced by the user and those of
which can be implemented in the system.
Problem Can it be solved by the user itself?
Printer Problems Not all, but some kind of problems like
Paper jam, No power supply.
Email attachment opening? Yes
Setting rules in emails? Yes.
Software not working properly, Wanted No, only the computer services. People
to be reinstalled? can reinstall it.
Network problems? Not all, but can check whether the
network connection is hooked up.
Common problems in receiving and Maybe
sending emails
Problems in using MSWord, MSExcel Yes
Common hardware problems. Not all.
Login problems Yes, most of the user’s type login and
password with CAPSLOCK on. But at
some circumstances they will need our
help.
Internet problems. Not all
Basic Computer Operation Yes
4. A second meeting will be scheduled during the design and Initial prototype
phase.
49/59
Minutes by: Santhosh Kumar J.Grandai, Madan Bharadwaj.
1. Showed Mr. Leon Stanley our initial design with some problems
implemented and with the solution. We were advised to make some minor
changes, which had to be implemented, and we noted the same.
2. Other than the changes, which he had told to do, he was impressed with
the system.
50/59
3. Again we spent time going through the monthly problem solved report and
noted down some of the problems which can be solved by the user to
implement it in the system.
4. Email contacts were done more often before the last meeting to clear our
doubts.
1. The 90 % completed design was shown to Mr. Leon Stanley and we had
trouble initially installing in their system, but we took time to solve it.
2. The System worked fine and there was an 85% agreement by the expert
with our system.
3. Mr. Leon Stanley told us to implement a problem and solution in the
system, we did it before him and selected the problem step by step and it
gave the correct solution. ”SUCCESS”. So the system worked fine
meeting it’s specifications.
4. We thanked Mr. Leon Stanley for helping us to develop the system.
51/59
APPENDIX B:
KNOWLEDGE BASE
Fact Base
Table 0
Table 1
52/59
55 How to eject Zip disk from drive? 64 No
56 How to modify Monitor settings? 64 No
57 Set time on computer 66 No
58 Schedule Disk cleanups 66 No
Table 2
53/59
61 DOS 52 Yes
62 Win NT 52 Yes
63 POS is not working 32 No
64 How to Mail Merge? 35 No
Table 3
Table 4
Table Rule_base
Table Solution_Base
54/59
2 30 Transcription Procedure :
1 31 No volume in Speaker
2 31 Restart UNIX Server Procedure :
2 32 Printer Setup Procedure
1 33 1. Check Network Cable
2 33 Network printer not working :
2 34 Printer is not turning ON :
2 35 Copying text in Word :
2 36 COPY in Word :
2 37 Test connection failed :
1 37 P.C. not conneting to the internet :
2 38 Test connection failed :
1 38 Login :
2 39 Network Drives in NOVELL
2 40 Set Default Loginto System:
1 40 Monitor Screen blank:
2 41 Update Address Book:
1 41 Keyboard Keys not working:
2 42 Network Priter connected but not printing:
1 42 Mouse not moving properly:
1 43 Floppy Drive not working:
2 43 NEw Driver Installation:
1 44 Zip Drive Instal Procedure:
2 44 Insert CLIP ART:
1 45 Installing headphones and mike set:
2 45 Clipart not available:
1 46 Installing CD Writer:
2 46 There could be macros embedded in your file. Disable
2 47 Aligning Objects in Word:
1 47 Initialize CTIS for other applications:
2 48 Saving word file as HTML:
1 48 Restart system, temporary files may be slowing down
2 49 Setting Hyperlink in Word:
1 49 Check if network connection is available.
2 50 Print Preview:
1 50 Refer J:/data/COMP_SERV/Procedures/SHC_Nw.doc
2 51 Draw in Word:
1 51 Network Configuration Specifications:
2 52 Word Art:
2 53 Spell Checker in Word:
1 53 CTIS User Manual:
2 54 Using Scanner or the Camera:
1 54 Poured coffee over the keyboard. Keyboard not working
2 55 Custom Style Sheets:
1 55 Eject Zip disk from drive:
2 56 Themes in Word:
1 56 Modify Monitor Settings:
55/59
2 57 Go to Tools/Options and in the File Locations tab choose
1 57 Change time settings on the Computer:
2 58 Drag and Drop editing in word:
2 58 Mail Merge:
1 58 Schedule Disk cleanups:
2 59 Nothing is getting printed:
2 63 POS Procedure:
56/59
APPENDIX C:
P R E S E N TAT I O N
It has been handed over to Dr.Bellows personally after our presentation.
APPENDIX D: USER
MANUAL
Software Constraints:
Hardware constraints:
The system must have the below specifications for normal operation of CTIS.
Installation:
57/59
1. Installation in the Network :
58/59
A NOTE OF THANKS…
59/59