Create Known Error
In case you cannot resolve a problem, create a Known Error record in the KEDB (Known Error Database) and define with it a workaround suited for 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.
On the problem form, a created Known Error is available (records) in the Known Error field on the Related Records tab.
A created Known Error automatically specifies the Known Error field with its number on the Related Records tab of the problem form. (?)
Known Error form description
Field | Description |
|---|---|
| Number | Automatically filled with the unique identificator of the KEXXXXXXX format. |
| Name | Enter the Known Error name. |
| Service | Select a Service from the list. Automatically filled when creating a KE from the particular problem. |
| Content DB | Defines a content type of the Knowledge Database. Automatically filled with the KEDB value. |
| Content Category | Automatically filled with the Known Error value. |
| Content Item Class | Automatically filled with the Known Error value. |
| Workaround | Describe a workaround to the existing and impossible to resolving problem. |
| State | Specify the Known Error current state selecting one of the possible values:
|
| Problem | Automatically filled with the problem number and subject when creating a KE from the particular Problem. |
| Incidents | Assign related Incidents to a new Known Error. Automatically filled wih the Incident records when creating a KE from the particular Problem. |
| Created by | Automatically filled with the User who has created this Known Error record. |
| Updated by | Automatically filled with the User who has updated this Known Error record. |
| Description | |
| Metainfo | Type here an additional information |
Add an existing Known Error
investigation and analysis of a problem
- Open the Problem record form and enter the Related Records tab on the Related Information area;
- Next to the Known Error field, click the magnifier icon;
- In the new window appeared choose a desired record;
- On the problem form, click Save or Save and Exit button to apply the changes.
