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Process Mining of Event Logs from Horde Helpdesk

  • Radim DolakEmail author
  • Josef Botlik
Conference paper
Part of the Advances in Science, Technology & Innovation book series (ASTI)

Abstract

One of the most important goals of process mining is the ability to extract information from event logs. The main purpose of this paper is to describe the possibility of using process mining in helpdesk systems. We can use process mining for example for performance managing and optimize of the most important helpdesk processes from existing event logs that are stored in helpdesk systems. The case study deals with using Disco software tool for process mining of helpdesk event logs in Horde. There will be described processes such as acquisition, preparing, importing and process mining of data from the event log in Horde helpdesk system. Disco software tool will be used for automatic discovery of process model map with detailed information about events, activities, cases, and resources in helpdesk system.

Keywords

Process mining Event logs Helpdesk Horde Disco 

Notes

Acknowledgements

The work was supported by the SGS/19/2016 project called “Advanced mining methods and simulation techniques in business process domain”.

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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of Informatics and Mathematics, School of Business Administration in KarvinaSilesian University in OpavaKarvinaCzech Republic

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