An Examination of Remote Access Help Desk Cases

Aaron Steinfeld, Ritika Sanghi, Joseph Andrew Giampapa, Daniel Siewiorek, and Katia Sycara
tech. report CMU-CS-03-190, Computer Science Department, Carnegie Mellon University, October, 2003


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Abstract
As a precursor to explorations on future network interoperability problem resolution methods and tools, it is necessary to obtain an understanding of problems in the present day. The remote network access application area was chosen as a case study due to rich sources of information, frequent problems, and considerable detrimental impact on user efficiency. To this end, existing remote network access help desk data was acquired and analyzed. The data was used to characterize remote network access interoperability problems and identify key issues. For the data examined, the two largest problems specific to remote end users were obtaining modem phone numbers for their location and adequate user rights upon connection. Potential for better knowledge re-use and dissemination of solutions to common problems to the general population was also observed.

Keywords
Human Computer Interaction, help desk, system administration, problem resolution, remote access, mental models, network interoperability

Notes
Sponsor: Office of Naval Research
Grant ID: N0014-02-1-0438
Associated Center(s) / Consortia: Vision and Autonomous Systems Center, Quality of Life Technology Center, and Center for Integrated Manfacturing Decision Systems
Associated Lab(s) / Group(s): Human-Robot Interaction Group and Advanced Agent - Robotics Technology Lab
Associated Project(s): Reusable Environment for Task Structured Intelligent Network Agents and Interoperability of Future Information Systems
Number of pages: 13
Note: Also appears as CMU-HCII-03-100.

Text Reference
Aaron Steinfeld, Ritika Sanghi, Joseph Andrew Giampapa, Daniel Siewiorek, and Katia Sycara, "An Examination of Remote Access Help Desk Cases," tech. report CMU-CS-03-190, Computer Science Department, Carnegie Mellon University, October, 2003

BibTeX Reference
@techreport{Steinfeld_2003_4498,
   author = "Aaron Steinfeld and Ritika Sanghi and Joseph Andrew Giampapa and Daniel Siewiorek and Katia Sycara",
   title = "An Examination of Remote Access Help Desk Cases",
   booktitle = "",
   institution = "Computer Science Department",
   month = "October",
   year = "2003",
   number= "CMU-CS-03-190",
   address= "Pittsburgh, PA",
   Notes = "Also appears as CMU-HCII-03-100."
}