The Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool

Mehmet H. Göker, Thomas Roth-Berghofer, Ralph Bergmann, Thomas Pantleon, Ralph Traphöner, Stefan Wess, Wolfgang Wilke

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 modeling 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.