摘要
在應用系統人員分為作業人員和規劃人員的組織分工下，如何使應用系統所發生的各種問題，有良好的記錄工具，並可提供適當功能，能讓作業人員完全掌握問題，也能使規劃人員充分了解並改善系統瓶頸。 本研究是以一般系統分析的方法，並以實際工作環境，在使用業務資訊系統所發生的問題，相關人員如何進行記錄追蹤，以瞭解問題處理狀況，追查原因，以及安排預防對策等作業內容為藍本，進行探討。 本研究透過對日常作業需求和問題處理流程的探討，從高階的角度切入，試著提供一個「問題管理系統」的架構。本論文中提出以主索引和續索引的方式來表示問題，以方便閱讀其內容，並以設計主副式雙索引的案例索引和事件索引，配合相關問題類別，提供彈性方便的查詢機制。
並列摘要
While the application system support force is divided into the operational group and the functional group, how to record down all the system problems by a good tool, and it can also provide some helpful functions, for the operational group to manage all the problems, and for the functional group to improve the bottleneck of the system. We use the general approach of system analysis but based on a real working environment to do the survey. From its business application system, to see how the operational staffs record down the problems and handle them, how they shoot the cause and fix it, and how they implement the preventive solutions. Through the investigation on the requirement of daily operation and the processing flow of the problem, then from the high-level aspect, we would like to outline the architecture of a “problem ticket management system”. In this paper, we propose to use a main index and a thread index to represent a problem for effectively reading its content, and apply a dual index concept, primary index and secondary index, onto the problem-case index and the system-event index, and working with other category keys, to provide a flexible and quick method for data inquiry.