Known Error Database (KEDB)
A known error is a problem that has been analyzed and whose cause is known but whose solution has not been found yet.
In SimpleOne ITSM, this is a twofold entity: apart from a problem's state, it also signifies an article in the Known Error Database (KEDB) that describes a known error and provides a workaround. Workarounds help reduce or eliminate the impact of known errors.
By developing and keeping the KEDB up-to-date, you improve the quality of support provided to users, as well as reduce service downtime. KEDB can also be used as a tool for managing your organization's technical debt. Regularly reviewing known errors in order to detect any changes (for example, an increase in the cost or criticality of a problem) helps make optimal problem-solving decisions.
In SimpleOne ITSM, the KEDB is represented by the Known Error (itsm_known_error) table. This table is inherited from the Content Item (content_item) table of the ESM Platform.
The KEDB is integrated into the Self-Service Portal. Its users can view outstanding known errors and workarounds and rate them.
In the following articles, you can find detailed information on how the KEDB is implemented in SimpleOne ITSM.
Known Error State Model
Discover the known error state model.
Create Known Error Records
Find out how to create known error records from problems or from scratch.
Known Error Database and Ratings on the Portal
Learn how the KEDB is integrated into the Self-Service Portal, as well as how its users can rate known errors.