| 摘要 |
A technical support system includes an SIP section which provides web pages as an information input and output interface, a KB section which stores various claim reports and solutions related to the reports, and a CH section which registers in the KB section a new claim report in which at least a claim title is structured as a combination of predetermined items of definition information on the basis of a claim content input to a client web page, and manages the registered new claim report as an unsolved claim requiring an answer from the engineer. Particularly, the CH section is configured to determine an engineer who is to take charge of a supporting task for preparing a solution to the new claim report, based on ranks of importance of supporting tasks already assigned to engineers of a division-in-charge, and progress states of the supporting tasks.
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