You can reduce or eliminate the impact of a problem that cannot be resolved for some reason. Create a Known Error record to produce a workaround useful for relevant problems and issues.
Role required: problem_manager.
Create Known Error
If you cannot resolve a problem, create a Known Error record in the KEDB (Known Error Database) and define with it a workaround suited for the problem.
To create a Known Error, follow the steps below:
- Click the Create Known Error button on the problem form.
Fill in the Known Error form.
- Click Save or Save and Exit button.
In the problem form, a created Known Error is available (records) in the Known Error field in the Related Records tab.
A created Known Error automatically specifies the Known Error field with its number in the Related Records tab of the problem form.
Known Error form fields
Field | Mandatory | Description |
|---|---|---|
| Number | Y | Automatically filled with the unique identifier of the KEXXXXXXX format. |
| Name | Y | Enter the known error name. |
| Service | N | Select a service from the list. It's automatically filled when creating a KE from a particular problem. |
| Content DB | Y | Define the content type of the Knowledge Database. It's automatically filled with the KEDB value. |
| Content Category | N | Automatically filled in with the Known Error value. |
| Content Item Class | Y | Automatically filled in with the Known Error value. |
| Workaround | Y | Describe a workaround to the existing and impossible to resolve the problem. |
| Description | N | Detailed description of the known error. |
| Metainfo | N | Type here additional information. |
| State | N | Specify the current state of the known error by selecting one of the possible values:
|
| Problem | Y | Specify the related problem. The field is automatically filled with the problem number and subject when creating a KE from a particular problem. |
| Incidents | N | Assign related incidents to a new known error. It is automatically filled with incident records when creating a KE from a particular incident. |
Add an existing Known Error
In case you need to relate to an existing error, follow the steps below:
- Open the problem record form and enter the Related Records tab in the Related Information area;
- Click on the magnifier icon
next to the Known Error field;
- In the new window appeared select the desired record;
- In the problem form, click Save or Save and Exit button to apply the changes.
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