CORDS: a knowledge-based remote diagnosis workstation

The authors describe a knowledge-based system called the Central Operations and Remote Diagnostic System (CORDS) which aids service personnel in the diagnosis of computers. A central operator receives trouble calls via voice line and then dials out from the workstation to the console of the failing unit. Novel features of the system include object-oriented graphical display of computer and site configurations using a direct manipulation interface, an intelligent maintenance assistant component which examines the logs of diagnostic output and suggests appropriate actions to the central maintenance operator, a fast compiled rule system, an intelligent database of trouble tickets, which are used to guide the diagnosis toward probable faults based on the site history, and concern for security in the diagnosis