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 the relevant problems and issues.

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:

  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.

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
NumberAutomatically filled with the unique identifier of the KEXXXXXXX format.
NameEnter 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 CategoryAutomatically filled with the Known Error value.
Content Item ClassAutomatically filled with the Known Error value.
WorkaroundDescribe 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.
ProblemAutomatically 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 byAutomatically filled with the User who has created this Known Error record.
Updated byAutomatically filled with the User who has updated this Known Error record.
DescriptionDetailed 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:

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