Abstract: A telephone service technician's portable computer has a trouble-shooting mechanism which analyzes craftsperson inputs, trouble ticket data, local and remote test data, and suggests a problem solving strategy. The system includes a trouble-shooting application engine, a knowledge database, and a shared, parameter database. The knowledge database contains rules and static parameters which define the characteristics and behavior of the application engine. These rule sets and information are telephone line trouble-shooting specific, based on a diagnostic evaluation of possible line problems, and recommended procedures to repair the line and remove the fault. The shared database data may be supplied from a variety of external sources, such as through a work order manager software application, measurement data sourced by portable test equipment, or data input by the craftsperson.