CoKIM: Collaborative and Social Knowledge-Based Incident Manager

Dealing with user incidents, questions and problems are important tasks during the maintenance of the software. It is specially important for service providers, which must provide the users with a quick and reliable answer. Many times the incident has been previously solved for other users. In these cases, an appropriate knowledge management strategy could help to improve response times as well as the accuracy of such responses. This paper presents the work in progress of Co KIM, a knowledge based framework for incident management, based on the collaboration between users and experts. The framework is able to propose solutions for incidents based on the previous responses for other similar problems. The selection of the solutions is based on the previous responses from experts and the rating of experts, clients and responses.