You can reduce or eliminate the impact of a problem that cannot be resolved for some reason.Create a Known Errorrecord to produce a workaround useful for the relevant problems and issues.
Role required: problem_manager.
If this role permissions are insufficient, then elevate them to the admin role.
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 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.
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 identifier of the KEXXXXXXX format.
Name
Enter the Known Error name.
Service
Select a Service from the list.
It's automatically filled when creating a KE from the particular problem.
Content DB
Defines a content type of the Knowledge Database.
It's 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 resolve the problem.
State
Specify the Known Error current state selecting one of the possible values:
Actual -in case users should apply the current workaround;
Fixed - if no use in applying the workaround due to resolving the problem.
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.
It's automatically filled with 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
Detailed description of the Known Error.
Metainfo
Type here an additional information.
Add an existing Known Error
In case you need to relate an existing error, follow the steps below:
Open the Problem record form and enter the Related Records tab on the Related Information area;
Click the magnifier icon next to the Known Error field;
In the new window appeared select the desired record;
On the problem form, click Save or Save and Exit button to apply the changes.
