A Knowledge Based Approach to Handling Exceptions in Workflow Systems

Cover A Knowledge Based Approach to Handling Exceptions in Workflow Systems
A Knowledge Based Approach to Handling Exceptions in Workflow Systems
Mark Klein
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Distinguishing among candidate diagnosis will often require that the user get additional information about the current exception and its context, just as medical diagnosis often involves performing additional tests. Imagine, for example, that we have detected a time-out exception in the "transport product" step. The diagnoses that can manifest this way include "agent unavailable", "item misrouted", and "item delayed". The defining characteristics of these exceptions are: agent unavailable: agen...t responsible for task is unavailable (i. E. Sick, on vacation, retired . .. ) item misrouted: current location and/or destination of item not match original target destination item delayed: item has correct target destination but is behind original schedule The user then has a specific set of questions that he/she can ask in order to narrow down the exception diagnosis. If the appropriate information is available on-line, then answering such questions and thereby eliminating some diagnoses can potentially be automated.

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