Sistem Informasi Helpdesk Menggunakan Algoritma Forward Chaining Untuk Identifikasi Permasalahan IT

Abstract

As information technology keeps advancing, organizations increasingly need IT support services that respond quickly while still resolving problems in a consistent way. In practice, however, troubleshooting work still depends heavily on each staff member's personal expertise, so similar cases often end up being handled differently. This study focuses on designing and building a web-based IT Helpdesk Information System capable of identifying problems automatically through the Forward Chaining method. The system was developed using an iterative Prototype approach so that it could keep adjusting to changing user needs. It relies on a knowledge base that stores symptom records, damage categories, corresponding solutions, and IF–THEN inference rules as the foundation for its automatic recommendations. The findings show that Forward Chaining helps produce more consistent problem identification and supports long-term gains in IT support efficiency. A ticketing feature further handles cases the system cannot resolve on its own, while allowing the knowledge base to keep growing