Create Known Error Records

You can create a known error record:

• from an existing problem,
• directly from the Known Error (itsm_known_error) table.

From a problem

tip

Role required: problem_manager.

To create a known error record from a problem record, follow these steps:

1. Navigate to Problem Management → All Problems and select the problem you need to create a known error record from.
2. In the upper-right corner, click the Create Known Error button.
3. Fill in the form.
4. Click Save or Save and exit to apply the changes.

As a result, a reference to the created known error record is automatically added to the Known error field on the Related Records tab of the problem form.

From the Known Error table

tip

The following roles are required to work with the Known Error (itsm_known_error) table records:

• Create, read – admin, knowledge_admin, ITSM_agent.
• Update – admin, knowledge_admin, ITSM_agent. However, users with these roles cannot edit the Content DB, Content item class, and Rating fields. Additionally, an ITSM_agent cannot edit the KB category field in existing records.
• Delete – admin, knowledge_admin.

To create a known error record directly from the Known Error (itsm_known_error) table, follow these steps:

1. Navigate to Knowledge Base → KEDB.
2. Click New in the upper-left corner.
3. Fill in the form.
4. Click Save or Save and exit to apply the changes.

Known Error form fields

A known error's Number field is populated automatically and has the KEXXXXXXX format.

Field	Mandatory	Description
Name	Y	Specify a name for the known error.
Description	Y	Add a detailed description of the known error.
Content DB	Y	This field is hidden from the form. It defines the content type of the Knowledge Database. It is automatically filled in with KEDB and cannot be edited.
KB category	Y	The category the known error belongs to. This field is automatically filled in with Known Error.
Content item class	Y	The field is automatically filled in with Known Error and cannot be edited.
Workaround	Y	Add a detailed workaround for the known error.
Metainfo	N	Fill in the field with the metadata.
State	N	Specify the current state of the known error by selecting one of the available options: Draft – the known error is created but is not approved yet. Waiting for approval – the known error was sent for approval to the service owner. Outstanding – the known error was approved by the service owner and can be used to process problems and incidents. Fixed – the problem has been resolved, so the workaround is no longer needed. Retired – this state is assigned to a known error if the related problem was created erroneously or could not be reproduced.
Problem	N	The field is automatically populated with a reference to the problem the known error is created from. It is read-only.
Service	N	Select the service the known error is related to. This field is automatically filled in when a known error is created from a particular problem.
Responsible group	Y/N	Specify the group assigned to work on the known error. When a known error is assigned to a group, the Responsible person field becomes non-mandatory.
Responsible person	Y/N	Specify the employee assigned to work on the known error. When a known error is assigned to a group, the Responsible group field becomes non-mandatory.
Rating	N	The aggregate rating of how helpful the known error information is to users. The field is displayed after a known error is created. It is read-only.

Connect an existing known error to a problem

To relate a known error to an existing problem, follow these steps:

1. Navigate to Problem Management → All Problems and select the required problem record.
2. On the Related Records tab, click the magnifier icon next to the Known error field.
3. In the window that appears, select the required known error record.
4. On the problem form, click Save or Save and exit to apply the changes.

Known error approval

Before a problem can be classified as a known error, it must be approved by the service owner.

A newly created Known Error record has the Draft state. When the state is changed to Waiting for approval, an approval ticket is automatically created and sent to the service owner. Before a Known Error record is approved, the state of the problem remains the same. If the known error is approved, the state of the problem is automatically changed to Known error.

If the service owner rejects the known error, a notification is sent to the known error creator with the rejection reason. If there is no service owner, the approval is skipped.