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:

  1. Click the Create Known Error button on the problem form.

  2. Fill in the Known Error form.

  3. 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

MandatoryDescription
NumberYAutomatically filled with the unique identifier of the KEXXXXXXX format.
NameYEnter the known error name.
ServiceN

Select a service from the list.

It's automatically filled when creating a KE from a particular problem.

Content DBY

Define the content type of the Knowledge Database.

It's automatically filled with the KEDB value.

Content CategoryNAutomatically filled in with the Known Error value.
Content Item ClassYAutomatically filled in with the Known Error value.
WorkaroundYDescribe a workaround to the existing and impossible to resolve the problem.
DescriptionNDetailed description of the known error.
MetainfoN

Type here additional information.

StateN

Specify the current state of the known error by 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.
ProblemY

Specify the related problem.

The field is automatically filled with the problem number and subject when creating a KE from a particular problem.

IncidentsN

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:

  1. Open the problem record form and enter the Related Records tab in the Related Information area;
  2. Click on the magnifier icon  next to the Known Error field;
  3. In the new window appeared select the desired record;
  4. In the problem form, click Save or Save and Exit button to apply the changes.