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.
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
Mandatory
Description
Number
Y
Automatically filled with the unique identifier of the KEXXXXXXX format.
Name
Y
Enter the Known Error name.
Service
N
Select a Service from the list.
It's automatically filled when creating a KE from the particular problem.
Content DB
Y
Defines a content type of the Knowledge Database.
It's automatically filled with the KEDB value.
Content Category
N
Automatically filled with the Known Error value.
Content Item Class
Y
Automatically filled with the Known Error value.
Workaround
Y
Describe a workaround to the existing and impossible to resolve the problem.
Description
N
Detailed description of the Known Error.
Metainfo
N
Type here an additional information.
State
N
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
Y
Specifies the related Problem.
The field is automatically filled with the Problem number and subject when creating a KE from the particular Problem.
Incidents
N
Assign related incidents to a new Known Error.
It's automatically filled with the Incident records when creating a KE from the particular Problem.
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.
