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In recent years, many organizations consider knowledge management (KM) to be strategically important to their business. In general, Knowledge Sharing (KS), Knowledge Transfer (KT) and Knowledge Management System (KMS) are among the themes to bring synergies among different teams, units or departments, to accelerate innovation, improve quality and reduce costs and exposure to business risks. In Software Engineering area, KM have been studied mostly on Software Development environment, but Software Maintenance (SM) environment are often neglected. SM environment is complex, knowledge-driven and highly collaborative and therefore, KM is critical to SM to provides an environment for creating and sharing knowledge. One of the major challenges faced by software maintainers is inadequate knowledge to perform daily activities. Maintainers spent considerable efforts checking codes and collaborating with other parties to obtain information. In a survey in selected I.T. departments in higher learning institutions in Malaysia, inadequate enterprise business domain knowledge are deemed important but are seldom stored in KMS or other electronic means. Therefore, resolving these issues should be given high priority. To overcome the problems associated with lack of knowledge in SM environment, we propose a MAS tool to enable both users and software maintainers to capture and share the enterprise business domain knowledge and automatically link them to the application and SM process information. Prometheus methodology is used to design the MAS and as a result, six agent types are proposed: User Agent, Helpdesk Agent, Maintenance Request Agent, Maintainer Agent, SM Process Agent and Domain Knowledge Agent. Critical to the systematic information organization is the ontology for domain and SM process knowledge, to allow software agents to communicate among each others, and to understand the information structure when retrieving or storing the knowledge. Henceforth, we outline a |
