Create Known Errors and Produce Workarounds
Role required: problem_manager.
You can reduce or eliminate the impact of a problem that cannot be resolved by creating a known error record with a workaround. The created workaround can also be useful for resolving related problems and incidents.
Create a known error
If you cannot resolve a problem, create a known error record in the Known Error Database (KEDB) and assign to it a workaround suited for the problem.
To create a known error, follow the steps below:
- Navigate to Problem Management → All Problems and select the problem you need to create a known error from.
- In the top right corner, click the Create Known Error button.
- Fill in the form.
- Click Save or Save and exit to apply the changes.
Reference to the created known error is automatically inserted into the Known error field on the Related Records tab of the problem form.
Known Error form fields
The Number field is populated automatically and has the KEXXXXXXX format.
| Field | Mandatory | Description |
|---|---|---|
| Name | Y | Specify a name for the known error. |
| Description | N | Add a detailed description of the known error. |
| Content DB | Y | Defines the content type of the Knowledge Database. It is automatically filled with the KEDB value. |
| KB category | N | Automatically filled with the Known error value. |
| Content item class | Y | Automatically filled with the Known error value. |
| Workaround | Y | Add a detailed workaround for resolving the problem. |
| Metainfo | N | Fill in the field with the metadata. |
| State | Y | Specify the current state of the known error by selecting one of the possible values:
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| Service | N | Select the service that the known error is related to. This field is automatically filled when a known error is created from a particular problem. |
| Problem | Y | The field is automatically populated with a reference to the problem, the known error is created from. It is read-only. |
| Responsible group | Y | Specify the group assigned to work on the known error. When a known error is assigned to a group, the Responsible user field becomes non-mandatory. |
| Responsible user | Y | Specify the person assigned to work on the known error. When a known error is assigned to a group, the Responsible group field becomes non-mandatory. |
Add an existing known error
To relate the problem to an existing known error, follow the steps below:
- Navigate to Problem Management → All Problems and select the required problem.
- On the Related Records tab, click the magnifier icon next to the Known error field.
- In the window that appears, select the required known error record.
- In 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 a reason of rejection. If there is no service owner, the approval is skipped.
Known error state model
The following diagram illustrates the state model of known errors.
The following table lists and describes the available state transitions for known errors.
| State | Description | Available transitions |
|---|---|---|
| Draft | This state is assigned to a known error after it is created or to a known error rejected by the Service Owner. | Waiting for approval |
| Waiting for approval | This state is assigned to a known error when a user submits it for approval to the service owner. |
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| Actual | The known error automatically transitions into this state when approved by the service owner. |
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| Fixed | The known error automatically transitions into this state from the Actual state when the related problem is closed with either of the following closure codes:
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| Retired | The known error automatically transitions into this state from the Actual or Fixed state when the related problem is closed with either of the following closure codes:
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