Flexible exception handling in a multi-agent enactment model for knowledge-intensive processes

Exceptions in knowledge-intensive processes are often the result of resource failures. Following a knowledge-based approach we demonstrate how semantic information about the resources involved and a set of generic event-condition-action rules are used to handle resource-related exceptions within a multi-agent enactment environment. The scenario of an IT-helpdesk is used to illustrate the application of the concepts described within a practical environment.