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					       Expert Systems and Knowledge Based Engineering- EEL 5874




                       Project Report



        Computer Troubleshooting
                 Intelligent System


                                         Team
                                   Madan Bharadwaj
                                   Santhosh Grandai


                                     Instructor
                                  Dr James C Bellows


Spring 2002                                                                            04/20/02
        University of Central Florida. School of Electrical and Computer Engineering



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ABSTRACT
Knowledge-based systems are often viewed as solutions for problems. A
knowledge based system consists of the knowledge and expertise of a human to
solve a difficult or a complex problems with ease. The knowledge is obtained
from the expert on the particular application on which the Knowledge based
system is being developed.


Computers have taken root into our lives in such unassuming proportions that
today, for someone to use a computer like a car is very common. They know to
drive it but they may not know to mend a puncture. Such pitfalls are manifold
greater when dealing with computers. Hence there is a need to develop an
expert system that will guide a common user in troubleshooting the problems in
his computer. However we intend to develop the system not just for the common
user but also for higher level usage by computer personnel of varying skills
levels.


          We found ourselves the perfect situation in the UCF Student Health
Center, where every staff, from the doctors to the cashiers use networked
computers as a part of their daily chore. It was a perfect scenario for
implementing our system, since most users are healthcare workers and have
little or no knowledge of computers but depend on them critically for day-to-day
office related tasks. The network and the computers are managed by a
„Computer Services Department‟ staffed with two fulltime highly skilled personnel
backed by 4 part time graduate assistants. We believe we can add a great value
to the Health center by implementing the expert system based on the knowledge
of the experts available in-house and hence leveraging it for a more fuller and
profitable use.




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TABLE OF CONTENTS

Project Description .............................................................................................. 4

Feasibility Analysis .............................................................................................. 5

Requirements Specifications For The Project ..................................................... 9

System Design And Modified Structure Chart ................................................... 12

System Implementation: .................................................................................... 24

Verification And Validation Record ................................................................... 28

Summary And Conclusions ................................................................................ 45

Appendix A: External Expert Interview Record ................................................. 47

Appendix B: Knowledge Base ............................................................................ 51

Appendix C: Presentation .................................................................................. 56

Appendix D: User Manual ................................................................................... 56

A Note Of Thanks… ............................................................................................ 58




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PROJECT DESCRIPTION
Our Knowledge base will reflect the cumulative problem solving knowledge of the
Computer Services department. Since the knowledge was cumulative and the
domain extensive, we had to make provisions for the knowledge base to be
updated easily, so that the system will „grow‟ with the Expert and can effectively,
one day, represent the knowledge of the expert.


Reflecting this fact the most significant feature about this knowledge base would
be „shell‟ which we have custom built for the requirements of the Student Health
Center. We have made updating the knowledge base a simple procedure that
does not need any prior knowledge about the shell. We have eliminated the need
for a new user of a system to have a minimum knowledge about the system.


We chose Visual Basic as a front end to represent our ideas effectively to the
novice user and an Access back end to store all the rules and data. The
inference engine which traverses the database for answers is integrated into the
Visual Basic front end.


We have tailored a user-friendly environment, which is at the same time open to
further development.




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FEASIBILITY ANALYSIS

Suitability of the Application

   1. Does the problem really exist?
       Continuing from the previous discussion we can safely conclude that the
       problem persists and the expert system will be a very useful tool for the
       users in the Student Health Center.
       Hence we assign 1 for the validity to the first question.
       Weight = 0.2


   2. Is KB technique suited?
       Human Problem solving knowledge will be reflected in our knowledge
       based system. Most of the knowledge is redundant and is gained by
       experience. There are lot of small details that are encompassed in the
       process of maintenance, which can be effectively illustrated using KB
       approach. We assign 1 for the validity to the first question.
       We assign .85 for its validity.


       The ‘CTIS’ will require algorithmic support with some subtle use of
       heuristics to efficiently address the problem on hand. Algorithms will guide
       the decision tree and some probability and numeral heuristics will
       streamline the decision making. The human heuristic component will be
       introduced into the system through rules. We assign .8 for its validity.


       The change in knowledge is not expected frequently. Most of the
       information is gained over long periods of time and some are very
       environment specific, hence we can say to a considerable extent that
       knowledge does not change often. But we are developing a system that



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       will accept new knowledge and new rules for future growth of the system.
       We can assign .7 for this factor.


       The expertise is in fact very well understood and is also fairly
       representable in the Intelligent System domain, since most of them can be
       represented as „If and Then‟ rules. We assign a weight of .75 for this
       factor.


       The input data cannot be assumed correct on all occasions, since users
       may read a particular problem in a incorrect manner leading to the CTIS
       giving a incorrect solution. We assign a weight of .6 in this case.


       Can the problem be solved better through other means? The only other
       means would be live support, which may not be available 24/7. We assign
       a weight of .8 in this case.


       Does this problem pass the telephone test? Yes, it would pass the
       telephone test. The information can be conveyed over the phone. We
       assign .9 to this factor.


       Taking up all the weights together and coming up with a one single weight
       for the suitability of the KB system to this problem we get a consolidated
       number of .771 which translates into a weight of .308 for this factor.


   3. Is KB approach justified?
       Considering the domain coverage and the suitability of the system to the
       problem, I would suggest that the KB approach would the ideal path to
       travel. Add to this the instant availability of the hardware, the software &
       expert availability, it makes an excellent project to pursue. We assign .75
       for this issue.




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   4. Is there management support?
       Mr. Leon Stanley, who jointly heads the Computer Services department
       in UCF was very excited and appreciative of the idea when we first
       proposed it to him. He is very enthusiastic about the prospects and has
       agreed to support us with any test hardware and software we may need.
       He is also our expert for our system, which only certifies his involvement in
       the project. We have answered this question beyond any doubt. We
       assign the number 1 to this parameter which translates into a weight of .1.


   5. Is there expert support?
       Mr. Leon Stanley as we mentioned earlier is very co-operative and in fact
       has a direct stake in making the project work since it would make his job
       much easier. We assign a validity 1 to this parameter and a weight of .05.


   6. Is the expert competent?
       Our expert has plenty of experience in handling Computer Networks and
       has been working at UCF for the past 4-5 years. He has set up most of the
       networks and equipment in the Health Center and has a solid background
       in this area. We assign a validity of 1 which translates into a weight of .05.


   7. Is the expert articulate?
       Yes, Mr. Stanley is very clear with his ideas and comes out his way to help
       us understand the technical problems and their solutions. We assign a
       validity of 1, which translates into a weight of .05.


   8. Is the expert in close proximity?
       Mr. Stanley as mentioned above works at the Student Health Center,
       though he has a tight schedule, he ahs agreed to allot time for us too. We
       assign a validity of 1 which translates into a weight of .05.




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Assessment

       The following table summarizes the assessment in terms of weights.


                                       Weight   Assigned      Weight           *
                                                No.           Assigned No
   Does the problem exist?             0.2      1             0.2
   Is KB technique suited?             0.4      0.771         0.308
   Is KB technique justified?          0.1      0.75          0.075
   Is there management support?        0.1      1             0.1
   Is there expert support?            0.05     1             0.05
   Is the expert competent?            0.05     1             0.05
   Is the expert articulate?           0.05     1             0.05
   Is the expert in close proximity?   0.05     1             0.05
   SUM                                 1                      0.883




From the table our overall rating works out to be 0.883, which we feel qualifies
our need to use Knowledge based system for addressing this problem.




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REQUIREMENTS
SPECIFICATIONS FOR
THE PROJECT

Problem Overview
Since computers are playing a critical role in managing the UCF Student Health
Center where the majority of the users are Health workers with minimal
knowledge of computers the presence of an expert system to troubleshoot simple
and complex day-to-day problems can go a long way in oiling the process. The
CTIS will also be an able assistant to partially skillful and new employees of the
Computer Services department who may not know and cannot be trained to very
minute detail.



User Profile
Most of the users would be doctors, nurses, pharmacists and Health care
workers. But a significant number of others like the Business office staff, the
accounting staff, the cashiers, appointments staff and others would also be active
participants in the system.



Project Goals
The CTIS intends to replicate the knowledge of the experts Mr.Leon Stanley and
his colleague Mr. Jim Kotlaba, who have been a part of the Computer Services
department for a long time. We intend to extract their knowledge and also
provide a way for future growth of the system.




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Knowledge Based System Functions
System Outputs
The most common outputs would be solutions statements for the problem
addressed. In many cases there may be multiple outputs arranged in the order of
their likeliness. Sometimes it may also bring up some documents (docs, HTML
etc.,), which may have a more detailed account of the problem solution. The
measure of certainty may not be the most important thing but it will influence the
choice of the user. In many cases the confidence may be critical but in many
others they may also not matter, hence critical areas may be flagged for expert
approval before proceeding further.
System Inputs
The input data is most of the time complete but may not always be consistent,
since users are not experts in computers and their problems. They may identify a
Printer Driver problem as a cartridge problem and so forth, so the input data may
not be totally consistent.
The data is mostly non-numerical. The problem is represented in proper English
sentences and the solutions are also given the same way. The solutions for lower
level users of the system will be straight forward but with higher levels of usage
the solutions may be more implicit and may assume the user to have some
background in solving the problem.
Auxiliary features
The system will be user friendly and will be in a format that they encounter on a
daily basis on the internet and otherwise.
Implementation Priority
Redundant knowledge areas and usability for lower level users will be addressed
first. As we proceed we will address higher level usage for higher level users.


Constraints
Hardware Constraints




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Sometimes the problem could be with the computer itself and hence the user
may not be able to reach the CTIS. Under such cases the inability to reach CTIS
is a constraint posed by the situation, hence the assumption is that the user has
a minimum hardware capability to reach the CTIS.
Speed of Execution
The execution will depend on the server‟s capability to handle the database,
since the Health Center is pretty well equipped one can expect it to be fast
enough for the user to be unaware of the processing time.
Maintainability
There is a database maintenance part, which can weigh on the institution, but
from our interaction with the Computer Services personnel, they seem to think
the task would put a minimal stress on them.
Reliability
The system may not be 100% reliable since it uses heuristic to get to the
answers, but the user can place his trust on the system for consistent answers,
which in the longer run would make it a reliable system.
Security
The users cannot not change the system data, the privilege will be held by the
administrators of the system. The Health Center already ahs a Security policy in
place, which makes the situation far less volatile.




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SYSTEM DESIGN AND
MODIFIED STRUCTURE
CHART

Preliminary Design
Computer Troubleshooting Intelligent System (CTIS) is being developed for the
Computer Services department of the Student Health Center. The system will aid
novice and expert computer users to troubleshoot problems that they experience
on their computer.


Knowledge Representation Paradigm
With respect to our project we were faced with the choice of two basic
Knowledge representation paradigms, Rules and Structures. We chose rules to
be our major representation paradigm for two reasons. One: It is simple to
express and Two: The Rule base and knowledge base can be updated by
anybody with no knowledge of the internal structure of CTIS in the future.
Though in function, from an expert system point of view, they are rules, but from
the point of view of an administrator or an experienced user, it is a structured
knowledge base with all possible problems and solutions arranged in a well-
defined structure to facilitate easy and fast access.
The „rules‟ are contained in a database, which is structured into levels. Generally,
the if portion of a rule checks for condition, if it is satisfied then the fact
represented in the then portion will be generated. The way we have described
our system, one „rule‟ fired in a particular level in the database will fire one or
more „rules‟ in the lower levels of the database (mostly). We have mentioned the
„mostly‟ clause in brackets because most of the times the higher level „rules‟ fire



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lower level „rules‟ but on some occasions they may also fire „rules‟ of the same
level or of the higher level.



Reasoning Method Selection
Primarily we will be using Forward reasoning for the project. But we foresee
situations where forward reasoning may not yield the required results and we
may need to backward reason for ideal solutions.
In the most general case, the user will traverse the database from higher levels
to lower levels in a structured ladder like manner. He will chose from a set of
facts from the higher level fact base which will lead him to the next level, where
he will be presented with more options derived from the present level of the fact
base. This will most likely take him to his desired optimum solution, provided it is
present in the database.
However the very nature of our user base necessitates that we take into account
their ignorance of computer jargon and technicalities, which will disable them
from making any choice at all. In this case we will need to backward reason to
arrive at an answer. It is only in this part that we foresee most of our heuristic
usage. Due to time constraints we could not complete this module. We leave this
part for future development.



Architecture
There are two types of rule-based architectures that are in use, Inference Nets
and Pattern Matching systems. The conclusions that our system will come upon
are not general and are mostly pretty specific. Our system relies on a rule base
to direct the system towards the solution from the previously derived facts. We
don‟t find any evidence to say that we are using a Pattern matching architecture.
We would think that the architecture we are using is an Inference Network for the
aforementioned reasons.




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Selection of Human Resources
The only Human resource we actually selected was our expert, since we had
come together as a team even before finalizing the project. Our approach to the
project can be dubbed „Democratic Team Approach‟ (as recognized by Software
Engineering) where both the team members decide in consensus and proceed in
a cohesive and constructive manner. The fact that we knew each other
previously is helping immensely in co-coordinating group activities.


Tool Selection
Our choice of tools was actually influenced more by the existing setup in the
Student Health center. They are right now in the development phase of a system
to store and process Work Orders using Access and Visual Basic. Access will be
the back end database to our system and Visual Basic will be the front end. The
project as we discussed with our expert will have an Administrator front end and
a user front end. We do not know if we can complete both within the semester.
So we have prioritized the Administrator end ahead of the user end. The reason
why we chose to do that is because the administrator front end is crucial if the
database has to be updated with more facts and rules in the future. Otherwise
the system will be stuck with the rules and facts that we write during this
semester and will stem the growth of the database.


Knowledge Acquisition Method
From what we gather from the books Knowledge Acquisition is done by
   1. Interviews with experts
   2. Observation of Expert at work
   3. Intuitively solving the problem from the experts shoes
Mostly we are using interviews with the personnel at the Computer Services
department to acquire the knowledge. But since a lot of problems could also be
simple we are able to get some information from the help files of software


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products and online documentation. We have not been allotted time enough to
observe the expert at work and hence the second method is improbable. We may
actually use the third method to structure our database and decide where to
place a particular instance of a problem or a solution.


Use of Uncertainty or not
We had planned to employ some uncertainty, translated into common language
for easy user understanding. For example we may use the words „Sure‟, „Not
Sure‟, „I don‟t know‟, „I am sure‟ etc., and give certainty ratings for it which can be
used for calculating the final answer. However we could not complete this
module due to time constraints imposed by the course.




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INITIAL PROTOTYPE
We have been working on the initial prototype after we got the go from you. Our
prototype is basically of two parts. The Back end design and the front end design


Back End Design
We have shown a basic layout of out database design in Access. The picture
shows the table layout with relationships between tables in the Fact Base.




This is only a preliminary layout and is subject to change with the evolving
requirements of the design. We intend to store the facts in the fact base, the
rules in the rule base and the solutions in the solution base. The front end will
take care of the navigation in the database to come up with the right answers.




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Front end Design
We are still working on a suitable front-end design in Visual Basic, We are trying
to create user friendly forms to interact with the user and the back end. The catch
about the front end is that we will be using a dynamic piece of code, which will
query the database with if and then rules dynamically to navigate between levels
and rules.




                                  Login Screen




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        Admin Screen




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        User End Screen




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        Add users to the database




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Let us explain the situation with an example pseudocode.
If
        Level = 0 & PID = 1
Then
        1. Check Rule Base for exceptions
        2. Publish next set of facts derived from the rule base
end
For a particular problem, say a Hardware problem, the PID is 1 and the Level is
0. If these are presented to our inference engine, then according to the natural
flow the process will check for valid Hardware problems in the next lower level.
However it will also perform a check on the rule base to see if there are any
exceptions and if there are any valid facts for that particular problem in the
present or higher levels also. After the check it will present a consolidated set of
derived facts to choose from to proceed further.


It will go something like this.


What is your problem?
Choices are
     1. Hardware
     2. Software
     3. Network
The user chooses 1st option, Hardware. Then the inference engine will check the
Rule base if there any Hardware related problems present in this level apart from
those present in the next lower level. Let us assume that there is no such
instance then, it will present the derived facts from the lower level.
What is your Hardware problem?
     1. Printer
     2. Monitor
     3. Keyboard
     4. Mouse


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The user chooses the 1st option, Printer. Then, it will perform the same process
as discussed above to come the next level options for Printer problems. The
process is continues until the user reaches the solution or reaches a point where
there are no more lower branches and the process stops.
In the following pages we have put the facts that feed the rules in the form of a
table. This is the information we have put together well enough to document.
Here is a sample navigation by Forward reasoning to attain a solution.


If
Level = 0 & PID = 2
Then
Publish (Level = 1 & PID = 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
end
If
Level = 1 & PID = 19
Then
Publish (Level = 2 & PID = 1, 2, 3, 4)
End
If
Level = 2 & PID = 1
Then
Publish (Level = 3, PID = 1, 2, 3)
end
If
Level = 3 & PID = 1
Then
Publish (Solution = Connect Printer to Computer)
End


(See „Rule Base‟ attached at the end for a more comprehensive rule base)




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FINAL DESIGN
We have developed an initial prototype to go with the client‟s requirements. The design
decisions are one way or the other a derived result of the client requirements. We intend
to develop more modules with more interactions with our Expert. As of now we have only
got a overview of the cases available, which are huge. We might end up developing the
rule set for a few cases and use our dynamic database design to incorporate further
addition of rules by the Computer Services department personnel later. As you will see
our Modified Structure Chart (MSR) today will have too many branches to expand on all
counts.


                              Modified Structure Chart




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SYSTEM
IMPLEMENTATION:

Sample Knowledge Diagrams for use cases:




                                J:/data/COMP_SERV/CTIS/Transcription_Procedure.doc



                          Transcriptions Not
                          Going through
                                                 Level 3




        Level 2                   Medical Manager Groupwise UNIX          Novell


                                                                          MS WORD




 Level 1          SOFTWAR
                  E

                      Knowledge Diagram for Test case 1




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               In Lexmark Printers, Feed paper one by one, …




              PAPER                     Level 4
              JAM…


                                                          PAPER JAM
                                     Level 3
                                                          (COMMON
                                                          SOLUTIONS)

                      PRINTER


                                     Level 2



    Level 1   HARDWARE




              Knowledge Diagram for Test case 2




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             Check network cable…




                         Network Unavailable…
               Level 2




                  NETWORK
                                    Level 1



        Knowledge Diagram for Test case 3




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Personnel

CTIS Team:
MADAN BHARADWAJ
Web Site: http://madanonline.tripod.com/
Email: madan_bharadwaj@yahoo.com
SANTHOSH KUMAR J.GRANDAI
Email: santhu79@hotmail.com
Expert
Mr. LEON STANLEY
Email: lstanley@pegasus.cc.ucf.edu




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VERIFICATION AND
VALIDATION RECORD

VERIFICATION

Verification requirements


The requirements for verification of the CTIS system are listed below. The CTIS
knowledge base shall be evaluated for compliance to the CTIS specifications.


The CTIS knowledge base shall be evaluated for consistency and completeness.
       The CTIS rule base shall be checked for semantic errors to verify
        consistency and completeness.
       The CTIS rule base shall be checked for syntactic errors to verify
        consistency and completeness.
Verification criteria


From the point of view of the customer, the system should be deemed verified if
the verification requirements are successfully met. The customer should have a
high level of confidence in the system‟s ability to do its intended function if it can
be shown that these verification requirements are met successfully. A walk-
through of the knowledge base of the CTIS will demonstrate compliance to the
specifications and a completeness and consistency check for semantic and
syntactic errors that may have been introduced by the knowledge engineer when
developing the project.




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Compliance To Specifications
Compliance to the specifications of the CTIS is a paper exercise to evaluate the
system against common issues and original specifications. This section
demonstrates that it successfully meets the first requirement for verification of the
CTIS KB system. Table 1 shows traceability to issues that arise with the
development of a KB application not covered by the original requirements and
Table 2 is the actual traceability to the original requirements of the KB system.


                  Common KB System Issues Traceability Matrix

Item    Issue                           Traceability                     Compliance
  1     Proper Knowledge                Rule Based Paradigm                   Yes
        representation paradigm
        was implemented
  2     The proper reasoning            Forward reasoning                     Yes
        technique was employed
  3     Modularity was used in the      Modularity was not used               N/A
        design and implementation
  4     System interfaces properly      3rd party system interface was        N/A
        to external software            not used
  5     The user interface meets        Visual Basic front end and            Yes
        the specification               Access Back end
  6     The explanation facility is                                           N/A
        appropriate for the intended    The user‟s manual is been          (users are
        users.                          developed and it is in             yet to test
                                        Appendix D of this final              the
                                        project report.                   documentati
                                                                              on)
  7     Real time performance           Expected outputs were                 Yes
        requirements of the system      recorded.
        are met


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  8     System is maintainable to      System is built with             Yes
        the degree specified           maintenance and up
                                       gradation in mind.
  9     System meets the security      Apart from the network           Yes
        specifications                 security measures, the
                                       system is password
                                       protected.
 10     Appropriate Security           Password protected. Only         Yes
        measures have been             administrator has modification
        implemented into the           access.
        system to protect against
        unauthorized modification of
        knowledge base
REAL TIME PERFORMANCE OF THE SYSTEM
  1     System Input                   The scale of answers used in
        The Input to the system was    the CTIS application were
        selection of various choices   something like problem           Yes
        provided related to the        related to
        problem faced by the user.     “HARDWARE”,”SOFTWARE”
                                       ,
                                       ”NETWORK”,”MISCALLENO
                                       US”.
  2     System Output                  After the user selects his
        The Final Output of the        particular problem like
        System will be the Solution    “Hardware” then “Printer” then   Yes
        to the problem user has        “Paper Jam” the solution
        selected.                      displayed will be like
                                       “Remove tray and Remove
                                       Paper”
  3     Hardware Constraints
        The System is been


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        developed to run on any         The System should have            Yes
        Personal Computer and on        Windows OS.
        any computer on the
        network in the UCF
        computing environment.
  4     Error Identification
        The user will not be able to    We implemented this in the
        go to the next stage until he   design of the system.             Yes
        answers a question in his
        current stage.
        If the Inputs are Invalid the   If the user selects his problem
        system does not display any wrongly by mistake in the
        error message.                  middle, the only possible way     Yes
                                        to correct it is to go back to
                                        the start of the system, this
                                        facility is been provided by
                                        us.
SYSTEM MAINTENANCE
  5     Implementation priorities
                                        The admin end was prioritized
        Admin End                       ahead of every other task         Yes
                                        since it was the most critical
                                        factor concerning the future
                                        growth of the system.


        User End                        The user end is only 75%
                                        complete in view of the initial   Yes
                                        requirements. But we had
                                        modeled the system, keeping
                                        this scenario in mind, in a
                                        flexible fashion to aid for the


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                                      development.
  6     Documentation                                                       Yes
        The user‟s manual will be     The user‟s manual is been
        developed as apart of the     developed and it is in
        documentation of the          Appendix D of this final
        finalized system.             project report.




        The user‟s manual will
        contain an overview of the    The user‟s manual is been
        system, system                developed and it is in                Yes
        requirements (hardware and Appendix D of this final
        software setup),and detailed project report.
        usage requirements.


Consistency And Completeness Of Knowledge-Base
By nature of KB systems, the system may not always provide correct answers by
the user. This section demonstrates the second requirement to verify the CTIS
system is met. A check for syntactic errors and semantic errors was performed
on the knowledge base of the CTIS to ensure that the KB system was properly
designed and implemented and correctly represents the knowledge obtained
from the expert.
The following sections will demonstrate a completeness and consistency check
for semantic and syntactic errors that may have been introduced by the
knowledge engineer when developing the project.


Check for Syntactic Errors
The rule base for the KB system was checked for the following syntactic errors
shown in Table 3. To accomplish the check for syntactic errors, the relationships
between the clauses making up the premises and conclusions for each
respective rule were reviewed and compare to every other rule as follows:


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1. The clauses in the premises and the conclusions
2. The entire premises of rules with premises
3. The entire conclusion of rules with conclusions
4. The entire premises of rules with the conclusions




                        Check for CTIS Syntactic Errors

          Item      Syntatic Error        Traceability    Check
           1        Redundant rules             None        Yes
           2        Conflicting rules           None        Yes
           3        Subsumed rules              None        Yes
           4         Circular rules             None        Yes
           5        Unnecessary IF              None        Yes
                       conditions
           6        Dead-end rules              None        Yes
           7         Missing rules              None        Yes
           8       Unreachable rules            None        Yes




Check for Semantic Errors
Keeping in mind how the inference engine works, we do not expect a lot many of
semantic errors. However we performed a check and found no such semantic
errors.




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VALIDATION
Validation Requirements
The requirements for validation of the CTIS system to demonstrate domain
knowledge
correctness and solving the problem correctly are listed below.


Validation Technique
The validation technique for the CTIS knowledge base will be done through the
use of test cases.



Validation Test Case Criteria


       There will be a minimum of ten test cases to validate the CTIS system.
       The test cases will be generated by the random selection of problems that
        the user would like to know the solution.
       The test cases will be an even mixture of easy, medium, and hard cases.
        The results of the test case will be compared against knowledge about
        typical conclusions that were extracted from the knowledge acquisition
        sessions
       The individual test case is to be repeated once again to validate the
        appropriate expected result obtained.


Validation criteria
From the point of view of the customer, the system should be deemed validated if
the validation requirements are successfully met. The customer should have a
high level of confidence in the system‟s ability to do its intended function if it can
be shown that these validation requirements are met successfully.
Since KB systems are not completely objective in nature, the test cases and their
respective results demonstrate the validation of the problem solving knowledge
that was obtained during the knowledge acquisition. The knowledge acquisition


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was based on the interviews from the Expert and intuitive techniques with
verification from the expert. The validation of the knowledge base was
accomplished by validating the final results, which has to be obtained.




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    Test Cases
    For each test case shown in the following table, the specified procedures must
    be performed.


            1. Double click on the “CTIS” Icon to start the application.
            2. The user name should be entered.
            3. The password should be entered.


    Our system starts by asking general questions and then narrows down, the
    scope of the search as we go along. So out test cases will begin with a set of
    options and then depending on the choices we make will deliver answers
    accordingly.


S    Test Procedure        Expected Results           Actual results           Evaluation
1    Select “Software”     Expected Result list       Actual Result list       Performs
     from the list of             Medical                  Medical           as deigned.
     options                       Manager                   Manager           System
                                  Groupwise                Groupwise         outputs are
                                  MS Word                  MS Word           satisfactory
                                  UNIX                     UNIX
                                  Hardware                 Hardware
     From the              Expected Result list       Actual Result list
     presented list        Transcriptions are not     Transcriptions are not
     select “Medical       going through              going through
     Manager”




    36/58
     From the              Expected Result           Actual result
     presented list        “Transcription            “Transcription
     select the only       procedure”.               procedure”.
     option shown          J:/data/COMP_SERV/        J:/data/COMP_SERV/
                           CTIS/Transcription_Pro CTIS/Transcription_Pro
                           cedure.doc                cedure.doc
2    Select “Hardware”     Expected Result List      Actual Result list        Performs
     from the list of            Printer                  Printer            as deigned.
     options                     No Volume in             No Volume in       System
                                  speaker                   speaker            outputs are
     Select “Printer”      Expected Result list      Actual Result list        satisfactory
     from the list of      Printer Model Specific    Printer Model Specific
     options               Problems                  Problems
                           Paper jam (Common         Paper jam (Common
                           Solutions)                Solutions)
                           How to set up a printer   How to set up a printer
                           on a system               on a system
                           Network printer not       Network printer not
                           working                   working
                           Printer is not turning    Printer is not turning
                           ON                        ON
     Select “Paper         Expected Result list      Actual Result list
     Jam (Common                 Paper Jam I              Paper Jam I
     Solutions) from              Lexmark Printer           Lexmark Printer
     the list of options         Paper Jam                Paper Jam
                                  solution to most          solution to most
                                  printers                  printers




    37/58
     Select “Paper         Expected Solution           Actual Solution
     Jam in Lexmark        In Lexmark Printers,        In Lexmark Printers,
     printer”              Feed paper one by           Feed paper one by
                           one, do not feed them       one, do not feed them
                           all at once, since they     all at once, since they
                           tend to cling together      tend to cling together
                           and jam the entry           and jam the entry
                           points of the printer.      points of the printer.
3    Select “Network”      Expected Result Set         Actual Result Set           Performs
     from the list of            Network                    Network              as deigned.
     options                      Unavailable/No              Unavailable/No       System
                                  Network Drives              Network Drives       outputs are
                                  Available                   Available            satisfactory
     Select the only       Expected Solution           Actual Solution
     option available      Check network cable         Check network cable
                           Check if Network is         Check if Network is
                           down                        down
4    Select “CTIS          Expected Result Set         Actual result Set           Performs
     Knowledge Base”             How to initialize          How to initialize    as deigned.
     from the list of             CTIS for other              CTIS for other       System
     options                      applications?               applications?        outputs are
                                 CTIS user                  CTIS user            satisfactory
                                  manual                      manual
     Select “How to        Expected Solution           Actual Solution
     initialize CTIS for   Initialize CTIS for other   Initialize CTIS for other
     other                 applications:               applications:
     applications?”        J:/data/COMP_SERV/          J:/data/COMP_SERV/
                           Procedures/CTIS.doc         Procedures/CTIS.doc




    38/58
5    Select “CTIS        Expected Result Set        Actual result Set          Performs
     Knowledge Base”           How to initialize         How to initialize   as deigned.
     from the list of           CTIS for other             CTIS for other      System
     options                    applications?              applications?       outputs are
                               CTIS user                 CTIS user           satisfactory
                                manual                     manual
     Select “CTIS user   Expected Solution          Actual Solution
     manual?”            CTIS User Manual:          CTIS User Manual:
                         J:/data/COMP_SERV/         J:/data/COMP_SERV/
                         Procedures/CTIS_User       Procedures/CTIS_User
                         _Manual.doc                _Manual.doc
6    Choose              Expected Result Set        Actual Result Set          Performs
     “Miscellaneous”           P.C. not                  P.C. not            as deigned.
     from the set of            connecting to              connecting to       System
     options                    the internet.              the internet.       outputs are
                               Cannot Login.             Cannot Login.       satisfactory
                               Poured coffee             Poured coffee
                                over the                   over the
                                keyboard.                  keyboard.
                                Keyboard not               Keyboard not
                                working                    working
                               Set time on               Set time on
                                computer                   computer
                               Schedule Disk             Schedule Disk
                                cleanups                   cleanups




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     Choose “PC not       Expected Solution          Actual Solution
     connecting to        P.C. not connecting to     P.C. not connecting to
     internet” from the   the internet :             the internet :
     set of options       1. Remove                  1. Remove
                          unnecessary programs. unnecessary programs.
                          2. Clear temporary files   2. Clear temporary files
                          from Netscape or           from Netscape or
                          Internet Explorer.         Internet Explorer.
7    Choose               Expected Result Set        Actual Result Set          Performs
     “Miscellaneous”              P.C. not                  P.C. not          as deigned.
     from the set of               connecting to              connecting to     System
     options                       the internet.              the internet.     outputs are
                                  Cannot Login.             Cannot Login.     satisfactory
                                  Poured coffee             Poured coffee
                                   over the                   over the
                                   keyboard.                  keyboard.
                                   Keyboard not               Keyboard not
                                   working                    working
                                  Set time on               Set time on
                                   computer                   computer
                                  Schedule Disk             Schedule Disk
                                   cleanups                   cleanups
     Choose “cannot       Expected Solution          Actual Solution
     Login”               Login :                    Login :
                          If CAPSLOCK is on,         If CAPSLOCK is on,
                          turn it off and login      turn it off and login
                          again.                     again.




    40/58
8    Choose            Expected Result Set      Actual Result Set        Performs
     “Miscellaneous”         P.C. not                P.C. not          as deigned.
     from the set of          connecting to            connecting to     System
     options                  the internet.            the internet.     outputs are
                             Cannot Login.           Cannot Login.     satisfactory
                             Poured coffee           Poured coffee
                              over the                 over the
                              keyboard.                keyboard.
                              Keyboard not             Keyboard not
                              working                  working
                             Set time on             Set time on
                              computer                 computer
                             Schedule Disk           Schedule Disk
                              cleanups                 cleanups
     Choose “Poured    Expected solution        Actual Solution
     coffee over the   Poured coffee over the   Poured coffee over the
     keyboard.         keyboard. Keyboard       keyboard. Keyboard
     Keyboard not      not working              not working
     working”          Replace Keyboard.        Replace Keyboard.




    41/58
9    Choose             Expected Result Set      Actual Result Set        Performs
     “Miscellaneous”          P.C. not                P.C. not          as deigned.
     from the set of           connecting to            connecting to     System
     options                   the internet.            the internet.     outputs are
                              Cannot Login.           Cannot Login.     satisfactory
                              Poured coffee           Poured coffee
                               over the                 over the
                               keyboard.                keyboard.
                               Keyboard not             Keyboard not
                               working                  working
                              Set time on             Set time on
                               computer                 computer
                              Schedule Disk           Schedule Disk
                               cleanups                 cleanups
     Choose “Set time   Expected Solution        Actual Solution
     on System”         Change time settings     Change time settings
                        on the Computer:         on the Computer:
                        Double Click on the      Double Click on the
                        right bottom corner of   right bottom corner of
                        the taskbar and change the taskbar and change
                        the settings as you      the settings as you
                        wish. (You need to       wish. (You need to
                        have admin status to     have admin status to
                        change settings)         change settings)




    42/58
10    Choose               Expected Result Set        Actual Result Set          Performs
      “Miscellaneous”               P.C. not                  P.C. not         as deigned.
      from the set of                connecting to              connecting to    System
      options                        the internet.              the internet.    outputs are
                                    Cannot Login.             Cannot Login.    satisfactory
                                    Poured coffee             Poured coffee
                                     over the                   over the
                                     keyboard.                  keyboard.
                                     Keyboard not               Keyboard not
                                     working                    working
                                    Set time on               Set time on
                                     computer                   computer
                                    Schedule Disk             Schedule Disk
                                     cleanups                   cleanups
      Choose               Expected Solution          Actual Solution
      “Schedule Disk       Schedule Disk              Schedule Disk
      cleanups”            cleanups:                  cleanups:
                           Click on the Scheduler     Click on the Scheduler
                           on the task bar or go to   on the task bar or go to
                           Programs/Accessories/      Programs/Accessories/
                           System/Scheduler and       System/Scheduler and
                           set the disk clean         set the disk clean
                           routine when you want      routine when you want
                           it.                        it.


     There were no errors of commission or omission discovered during the
     implementation of the test cases.




     43/58
V&V CONCLUSION

The customer should have a high level of confidence in the system‟s ability to do
its intended function due to the successful verification and validation meeting the
specified requirements. The requirements of the V&V of the CTIS system were
successfully completed with documented results, therefore the system should be
deemed verified and validated. Successfully implemented test cases
demonstrate validation of the system. Since KB systems are not completely
objective in nature and there were a limited number of test cases the potential for
user‟s risk may exist. However the system can be trusted to provide consistent
results over a wide database.




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SUMMARY AND
CONCLUSIONS

Lessons Learnt
       “Customer is the King”. We had a lot options that had to be decided
        based on the requirements of the customer. One of the main things was to
        decide whether to do our project using “CLIPS” or “VISUAL BASIC”. As
        the people who are going to use CTIS do not know much about
        computers, we thought that it would be hard to explain how to use CLIPS.
        We wanted the system to be more user friendly and so finally we decided
        to use “VISUAL BASIC” as our front end.


       Expert must have time. As our Expert Mr. Leon Stanley is the head of
        the computer services department in the student health center, he is a
        very busy man and has very little time to offer. So found it hard to meet
        him and talk to him about the problems faced and the solutions for it.


       Passive learning is important. We could really see people coming and
        complaining in the computer services department in student health
        services stating that their printer is not working and when we went and
        saw it was due to simple mistakes like not giving a print command in the
        first place. We understood the need to make the system simple and user
        friendly.


       Start the project early. Initially we were planning to do a project on
        Intelligent FEEDS System, we had done the Feasibility Analysis for that
        project but as it was a high-risk project we had to decide on a change in


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        the project idea itself. The delay reflected through out the project. But we
        do consider it an triumph of sorts to have completed the minimum
        requirements as dictated by both the course and the customer.


Number Of Rules: 86 rules.
Total Hours Spent: 134 hours
Analysis                     : 8 hrs
Specification                : 13 hrs
Design                       : 12 hrs
Development of Shell         : 30 hrs
Prototype development        : 15 hrs
Implementation               : 12 hrs
Validation                   : 8 hrs
Verification                 : 8 hrs
Final design                 : 10 hrs
Meetings                     : 8 hrs
Documentation                : 10 hrs




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APPENDIX A:
EXTERNAL EXPERT
INTERVIEW RECORD

Meeting Number          Date                 Reference
1                       March 16,2002        Meeting Minutes 1
2                       March 17,2002        Meeting Minutes 2
3                       March 24,2002        Meeting Minutes 3
4                       April 4,2002         Meeting Minutes 4




CTIS – Meeting Minutes 1
Date: March 16,2002
Time: 4:00 p.m.- 5:00 p.m.
Location: UCF, Computer Services, Student Health Center (Mr. Leon Stanley‟s
office)
Attendees: Santhosh Kumar J.Grandai, Madan Bharadwaj, and Mr. Leon
Stanley
Subject: Initial meeting and Knowledge extraction
Minutes by: Santhosh Kumar J.Grandai, Madan Bharadwaj.




    1. Mr. Leon Stanley agreed to be our expert and we started discussing about
          the various issues involved in the project.
    2. The discussion of which tool to use for the development of intelligent
          system was discussed but did not come to a conclusion.


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   3. A brief discussion about the basic problems faced by the user and those
        of which can be implemented in the system.
Problem                                  Can it be solved by the user itself?
Printer Problems                         Not all, but some kind of problems like
                                         Paper jam, No power supply.
Email attachment opening?                Yes
Setting rules in emails?                 Yes.
Software not working properly, Wanted    No, only the computer services. People
to be reinstalled?                       can reinstall it.
Network problems?                        Not all, but can check whether the
                                         network connection is hooked up.
Common problems in receiving and         Maybe
sending emails
Problems in using MSWord, MSExcel        Yes
Common hardware problems.                Not all.
Login problems                           Yes, most of the user‟s type login and
                                         password with CAPSLOCK on. But at
                                         some circumstances they will need our
                                         help.
Internet problems.                       Not all
Basic Computer Operation                 Yes




4. A second meeting will be scheduled during the design and Initial prototype
phase.



CTIS – Meeting Minutes 2
Date: March 17,2002
Time: 4:00 p.m.- 5:00 p.m.




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Location: UCF, Computer Services, Student Health Center (Mr. Leon Stanley‟s
office)
Attendees: Santhosh Kumar J.Grandai, Madan Bharadwaj, and Mr. Leon
Stanley
Subject: Knowledge extraction
Minutes by: Santhosh Kumar J.Grandai, Madan Bharadwaj.




   1. Finalized the use of tool to develop our intelligent system. We agreed to
          use Visual Basic as our front end and MS Access as our backend.
   2. Due to the lack of time for Mr. Leon Stanley, we agreed to contact through
          email more often incase there is any problem and if there are any doubts.
   3. We went through the records of problems solved by the computer service
          people monthly and noted down the problems, which the user can solve it
          and discussed about it in a detailed way with Mr. Leon Stanley.
   4. Discussed with Mr. Leon Stanley about the initial design briefly.
   5. The next meeting was scheduled to demonstrate the prototype.




CTIS – Meeting Minutes 3

Date: March 24,2002
Time: 11:00 a.m.- 12:00 a.m.
Location: UCF, Computer Services, Student Health Center (Mr. Leon Stanley‟s
office)
Attendees: Santhosh Kumar J.Grandai, Madan Bharadwaj, and Mr. Leon
Stanley
Subject: CTIS Prototype
Minutes by: Santhosh Kumar J.Grandai, Madan Bharadwaj.




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   1. Showed Mr. Leon Stanley our initial design with some problems
          implemented and with the solution. We were advised to make some minor
          changes, which had to be implemented, and we noted the same.
   2. Other than the changes, which he had told to do, he was impressed with
          the system.
   3. Again we spent time going through the monthly problem solved report and
          noted down some of the problems which can be solved by the user to
          implement it in the system.
   4. Email contacts were done more often before the last meeting to clear our
          doubts.


CTIS – Meeting Minutes 4

Date: April 12,2002
Time: 11:00 a.m.- 12:00 a.m.
Location: UCF, Computer Services, Student Health Center (Mr. Leon Stanley‟s
office)
Attendees: Santhosh Kumar J.Grandai, Madan Bharadwaj, and Mr. Leon
Stanley
Subject: CTIS.
Minutes by: Santhosh Kumar J.Grandai, Madan Bharadwaj.


   1. The 90 % completed design was shown to Mr. Leon Stanley and we had
          trouble initially installing in their system, but we took time to solve it.
   2. The System worked fine and there was an 85% agreement by the expert
          with our system.
   3. Mr. Leon Stanley told us to implement a problem and solution in the
          system, we did it before him and selected the problem step by step and it
          gave the correct solution. ”SUCCESS”. So the system worked fine
          meeting it‟s specifications.
   4. We thanked Mr. Leon Stanley for helping us to develop the system.


50/58
APPENDIX B:
KNOWLEDGE BASE

Fact Base
                                      Table 0

    PID                  Problem_Description             Prev_ID     Branches
          63   Software                                         0            Yes
          64   Hardware                                         0            Yes
          65   Network                                          0            Yes
          66   Miscellaneous                                    0            Yes
          67   CTIS Knowledge Base                              0            Yes

                                      Table 1

    PID                   Problem_Description              Prev_ID   Branches
          30   Printer                                          64           Yes
          31   No volume in Speaker                             64            No
          32   Medical Manager                                  63           Yes
          33   Network Unavailable/ No Network Drives           65            No
          34   Groupwise                                        63           Yes
               Available
          35   MS Word                                          63           Yes
          36   UNIX                                             63           Yes
          37   P.C. not connecting to the internet.             66            No
          38   Cannot Login.                                    66            No
          39   NOVELL                                           63           Yes
          40   Monitor screen blank                             64            No
          41   Keyboard keys not working                        64            No
          42   Mouse not moving properly                        64            No
          43   Floppy Drive not working                         64            No
          44   How to install Zip drive (removable Drive)?      64            No
          45   How to install headphones and mikes?             64            No
          46   How to install CD writer?                        64            No
          47   How to initialize CTIS for other                 67            No
          48   Network very slow                                65            No
               applications?
          49   Internet not available                           65            No
          50   Genral Info about the 'Student Health            65            No
          51   Network Configuration Specifications             65            No
               Center' network
          52   Client Operating System (OS)                     63           Yes
          53   CTIS user manual                                 67            No
          54   Poured coffee over the keyboard.                 66            No
               Keyboard not working
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          55   How to eject Zip disk from drive?                 64            No
          56   How to modify Monitor settings?                   64            No
          57   Set time on computer                              66            No
          58   Schedule Disk cleanups                            66            No

                                     Table 2

    PID                    Problem_Description               Prev_ID   Branches
          20   Printer Model specific problems.                   30           Yes
          21   Paper Jam (Common Solution)                        30            No
          23   Where to find Email attachments?                   34            No
          24   How to add new contacts to your address            34            No
          26   How to Print?                                      35            No
               book your address book?
          27   How to insert picture in Word?                     35            No
          28   How to insert a table in word?                     35            No
          29   How to align a Paragraph in Word?                  35            No
          30   Transcriptions are not going through.              32            No
          31   Restart UNIX Server                                36            No
          32   How to set up a printer on a system?               30            No
          33   Network printer not working.                       30            No
          34   Printer is not turing ON.                          30            No
          35   How to Copy a text in Word?.                       26            No
          36   How to Copy in Word?.                              35            No
          37   Test connection failed                             34            No
          38   Test Connection failed                             30            No
          39   No Network Drives after loggingto Novell           39            No
          40   How to set default user login to local             39            No
          41   How to replace your Address Book with              34            No
               system after Novell login?
          42   Network Priter is conected but is not priting      30            No
               the most recent list?
          43   How to instal new driver for Printer?              30            No
          44   How to insert Clip art?                            35            No
          45   Clipart not available                              35            No
          46   Word is giving error and opening up Visual         35            No
          47   How to align pictures and objects in word?         35            No
               Basic Editor to edit
          48   How to save word file as HTML?                     35            No
          49   How to set Hyperlink?                              35            No
          50   How to see Print Preview?                          35            No
          51   How to draw objects in Word?                       35            No
          52   How to insert Word Art?                            35            No
          53   How to spell check in word?                        35            No
          54   How to insert an image from the scanner            35            No
          55   How to add custom styles to your Word              35            No
               or from the camera?
          56   How to add Themes to your document?                35            No
               Style Sheet?
          57   How to set the default save location for           35            No
          58   How to disable drag and drop editing?              35            No
               files?
          59   Nothing is getting printed                         30            No
          60   Windows 2000                                       52           Yes


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           61   DOS                                                    52                Yes
           62   Win NT                                                 52                Yes
           63   POS is not working                                     32                 No
           64   How to Mail Merge?                                     35                 No

                                        Table 3

    PID                    Problem_Description                Prev_ID        Branches
            9   Lexmark Printer                                    20                Yes
           12   Installing Windows 2000 in system                  60                 No
           13   Installing DOS                                     61                 No
           14   Installing WIN NT                                  62                 No
           15   HP Models                                          20                Yes
           16   Schedule Disk cleanups                             60                 No
           17   Schedule Disk cleanups:                            62                 No

                                        Table 4

    PID               Problem_Description                     Prev_ID        Branches
           2 Paper Jam in Lexmark Printer                            90
           3 HP LJ Model Driver Problems                           15 0

                                   Table Rule_base

    Host_Level                 Host_PID            Friend_Level             Friend_PID
                    -1                        -1                  -1                      -1
                     2                        21                   4                       2
                     2                        22                   1                      33
                     0                        63                   0                      64

                                 Table Solution_Base

   Level         Host_PID                                  Solution
           4               2   In Lexmark Printers, Feed paper one by one, do not feed
           4               3   HP LJ Model Driver Problems:
                               them all at once, since they tend to cling together and jam
           3              12   Installing Windows 2000:
                               Check for the right driver.
           3              13   Installing DOS
                               the entry points of the printer.
                               J:/data/COMP_SERV/Procedures/Win2K_Installation.doc
           3              14   Install Win NT:
                               Get updated driver from website or call support.
                               J:/data/COMP_SERV/Procedures/Install_DOS.doc
           3              16   Schedule Disk cleanups:
                               J:/data/COMP_SERV/Procedures/WinNT_Install.doc
           3              17   Schedule Disk cleanups:
                               Click on the Scheduler on the task bar or go to
           2              21   Paper Jam Solution to Most Printers:
                               Click on the Scheduler on the task bar or go to
           2              23   Email attachment :
                               Programs/Accessories/System/Scheduler and set the disk
                               1. *********************************
           2              24   Add new contacts in address book :
                               Programs/Accessories/System/Scheduler and set the disk
           2              26   clean routine when you want it.
                               Printing a Word Document :
                               2. ********************************
           2              27   clean routine when you want it.
                               Insert email in Word :
                               1.Yourpicture attachments will be there at the bottom of
           2              28   3. *********************************
                               Insert Table in Word.
                               1. Click on the icon "ADDRESS BOOK".
           2              29   your mail screen as a footer.
                               Insert link
                               Goto "FILE" menu, select "PRINT" and click the button
                               Go to Table/Insert table. Specify the number of columns
                                Goto "INSERT/PICTURE/FROM FILE".
                               "PRINT".
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                               ans rows and say and
                               2. Goto File menu Ok. Select "ADDNEW CONTACT".
                               2. To open it,double click on it (or) right click on it and
                               select open.
        2   30   Transcription Procedure :
        1   31   No volume in Speaker
                 J:/data/COMP_SERV/CTIS/Transcription_Procedure.doc
        2   31   Restart UNIX Server Procedure :
                 1. Check if it is turned on. If not see if the cable has been
        2   32   Printer Setup Procedure
                 J:/data/COMP_SERV/Procedures/Unix_restart.doc
        1   33   plugged. Network Cable
                 1. Check
                 J:/data/COMP_SERV/Procedures/Printer_Setup_Procedu
        2   33   Network printer not working :
        2   34
                     Check if on and there is no
                 2. If turned Network is down volume, then check teh
                 Printer
                 re.doc is not turning ON :
        2   35   Copyingtab inin Word :
                 volume text teh taskbar of your computer to see volume
        2   36   1.Check Word :
                 COPY in network availability.
        2   37   is muted.
                  Check whether failed :
                 Test connection the printer cable is connected to the
        1   37   P.C. not the portion the internet :
                 1. Selectconneting towhich you want to copy and click
        2   38   computer and check whether there is power supply to the
                 Test connection failed : want
                  1.Select the portion you
                 2.Check Printer availability. to copy and then select
        1   38   "EDIT" on menu and select "COPY".
                 Login :
                 1. check
                 printer. whether the cable conecting your computer and
        2   39   Network Drives select "COPY".
                 "EDIT" and thenin NOVELL
                 1. Remove unncessary programs.
        2   40   Set printer is broken or not.
                 yourDefault Loginto System:
                 1. Check wether the cable connecting the printer and the
                 If there are no n/w drives seen after loggingto NOVELL,
                                       (or)
        1   40    If CAPSLOCK blank:
                 Monitor Screen is on,turn it off and login again.
                 system is text <DEFAULT> in the replace it with a new
                 Enter the broken ot not.If broken username column
        2   41   Update Address Book: from Netscape or Internet
                 then manually install network rives from Network
                 2. Clear temporary files
                 1. Check cable connection.
        1   41   Keyboard tab system in the
                 cable. the Keys not working: NovellGroupwise and select
                 undetr                                 Login screen.
                 2. Selectthe address which icon onprinting: and press
                 Click on the portion book you want to copy
                 Neigbourhood connected but not
                 Explorer.Priter and then reinstall NOVELL.
        2   42   Network
                 2. Restart system
                 Clean nooks inbetwwen keys, if that does not work,
        1   42   Update not moving properly: browse to
                 Mouse cntrl+c together.
                 the key Address book. Then
                 * Check IP address of the Printer.
        1   43   Floppy Keyboard
                 replaceDrive not working:
                 Clean Mouse parts. Reinstall mouse.
                 J:/data/AddressBook and then doubleclick on
        2   43   * Check for Installation:
                 NEw Driver Latest driver installation
                 Replace Floppy Drive
        1   44   Zip Drive Instal Procedure:
                 AddressBook.cab
                 J:/data/COMP_SERV/Procedures/Printer_Driver_Installati
        2   44   Insert CLIP ART:
                 J:/data/COMP_SERV/Preocedures/Zip Drive Instal
        1   45   Installing headphones and mike set:
                 on.doc
                 1. Goto "INSERT/PICTURE/Clipart".
        2   45   Clipart not available:
                 Procedure.doc
                 If the pins are compatible to the normal slot then follow
        1   46   Installing CD Writer:
                 2. Choose Clipart and click Insert
                 Install clipart from MS Office CD
        2   46   There procedure else embedded in your file. Disable
                 normalcould be macrosuse the other slot for the parallel
                 J:/data/COMP_SERV/Procedures/CD_Writer_Installation.
        2   47   Aligning Objects in Word:
                 port available. for as another file with a different file name.
                 macros and save
        1   47   Initialize CTIS
                 doc                  other applications:
                 From the bottom left of your screen on the drawing
        2   48   Saving word file as HTML:
                 J:/data/COMP_SERV/Procedures/CTIS.doc
        1   48   toolbar, system, draw, "Align & Distribute" and choose the
                 Restart choose temporary files may be slowing down
                 After creating the file go to File/Save as.. and type a
        2   49   Setting Hyperlink in Word:
                 your sytem. If still slow, contact Computer Services.
        1   49   option of network connection is available.
                 Check if your choice.
                 filename and choose HTML document in the combo box
                 Select the text you want to Hyperlink and go to
        2   50   Print Preview:
        1   50   below.J:/data/COMP_SERV/Procedures/SHC_Nw.doc
                 Refer
                 Insert/Hyperlink and say Ok
                 Go to File/Print Preview
        2   51   Draw in Word:
                 For further details see
        1   51   Network Configuration Specifications:
                 1. Go to View/Toolbars/Drawing
                 J:/data/COMP_SERV/Procedures/WordasHTML.doc
        2   52   Word Art:
                 J:/data/COMP_SERV/Procedures/NW_Specs.doc
        2   53   Spell Checker in Word:
                 2. From the drawing toolbar in the bottom of the screen,
                 Go the Drawing toolbar and click on the 'A' on it to insert
        1   53   CTIS User Manual:
        2   54
                 Go to Tools/Spelling click Grammar and do your Spell
                 choose objects,or theand and drag.
                 Using Scanner and Camera:
                 Wordart.
                 J:/data/COMP_SERV/Procedures/CTIS_User_Manual.do
        1   54   checks as you over the keyboard. Keyboard not working
                 Poured coffee want.
                 For to Insert/Picture/From Scanner and Camera...
                 Go more info see
        2   55   Custom Style Sheets:
                 c
                 Replace Keyboard.
        1   55   For more disk from drive:
                 Eject Zip info refer
                 J:/data/COMP_SERV/Preocedures/Inserting_WordArt.doc
                 Go to Format/Style and define styles as you want.
        2   56   Themes in Word:
                 Press the eject button below the drive if that does not
                 J:/data/COMP_SERV/Scanner&CamerawithWord.doc
        1   56   Modify Monitor Settings:
                 For more info check
                 Go to Format/Themes adn add the theme of your choice.
                 work, fo to my computer , right click on Removable Disk
                 Open teh panel below the monitor and change the
                 J:/data/COMP_SERV/Precedures/StyleSheetsinWord.doc
                 for more info refer
                 and select Eject.
54/58            settings as you wish. (settings are similar to TV settings).
                 J:/data/COMP_SERV/Procedures/Themes_in_Word.doc
        2   57   Go to Tools/Options and in the File Locations tab choose
        1   57   Change time settings on the Computer:
                 the file location you want to save to.
        2   58   Drag and Drop editing in word:
                 Double Click on the right bottom corner of the taskbar and
        2   58   Mail Merge:
                 Go to Tools/options and in the Edit tab uncheck the Drag
        1   58   Schedule Disk cleanups:
                 change the settings as you wish. (You need to have
                 Go to Tools/Mail merge and follow procedures.
        2   59   Nothing istext editing option.
                 and Drop getting printed:
        2   63
                 Click on the to change settings)
                 admin statusScheduler on the task bar or go to
                 POS Procedure:
                 For more info refer
                 1. Check Toner
                 Programs/Accessories/System/Scheduler and set the disk
                 J:/data/COMP_SERV/Procedures/POS.doc
                 J:/data/COMP_SERV/Procedures/MailMerge.doc
                 2. Check Driver
                 clean routine when you want it.




55/58
APPENDIX C:
PRESENTATION
It has been handed over to Dr.Bellows personally after our presentation.



APPENDIX D: USER
MANUAL

Software Constraints:

       The system must have any version of Windows operating system.
       The system must have Microsoft Access database, if it is not in the
        network. If the system is in the network, it is not necessary to have
        Microsoft Access database.


Hardware constraints:

   The system must have the below specifications for normal operation of CTIS.


       133 MHz Processor (or) higher speed.
       540 MB Hard disk (or) greater.
       16 MB RAM (or) greater.


Installation:

1. Installation in the Network :

56/58
       In the server install in the network directory the CTIS database –
        CTIS.mdb, which we have created. Note : Make sure it is in the network
        directory.
       The executable file created CTIS.exe can be saved in any directory in
        your hard disk.
       To run the CTIS application, double click on the “CTIS.exe” File.


2. Installation in the Personal Computer :


       Create a folder CTIS in the C-drive.
       Save the file CTIS.mdb in the created directory “CTIS”.
       Also save the file CTIS.exe in the created directory “CTIS”.
       To run the CTIS application, double click on the “CTIS.exe” File.
   Note : Make sure that the CTIS.mdb and CTIS.exe files are under the same
   directory         “CTIS”.




57/58
A NOTE OF THANKS…



        We would like to extend our heartfelt thanks to Dr James C
        Bellows for being with us through out this unique venture.
        We understand we could not have walked this less treaded
        path without your support.
        Thank you sir.




58/58

				
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