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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.
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Role required: problem_manager. |
Create Known Error
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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
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Fill in the Known Error form
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- Click Save or Save and Exit button.
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In the problem form, a created Known Error is available (records) in the Known Error field
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in the Related Records tab.
A created Known Error automatically specifies the Known Error field with its number
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in the Related Records tab of the problem form.
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Known Error form
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fields
Field | Mandatory | Description |
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| Number | Y | Automatically filled with the unique |
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| identifier of the KEXXXXXXX format. | ||
| Name | Y | Enter the |
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| known error name. | ||
| Service | N | Select a |
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service from the list. |
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It's automatically filled when creating a KE from |
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a particular problem. |
| Content DB |
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| Y | Define the content type of the Knowledge Database. |
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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 |
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| 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 |
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values:
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| Problem |
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| Y | Specify the related problem. The field is automatically filled with the problem number and subject when creating a KE from |
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a particular |
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problem. | ||
| Incidents | N | Assign related |
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incidents to a new |
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known error. |
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It is automatically filled with incident records when creating a KE from |
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a particular |
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Type here an additional information
incident. |
Add an existing Known Error
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In case you need to relate to an existing error, follow the steps below:
- Open the
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- problem record form and enter the Related Records
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- tab in the Related Information area;
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- Click on the magnifier icon
Image Added next to the Known Error field
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- ;
- In the new window appeared
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- select the desired record;
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- In the problem form, click Save or Save and Exit button to apply the changes.
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