Assign a known error task

You assign known error tasks to investigate how to fix known errors and apply fixes to the known errors. In the known error investigation process, the Problem Coordinator assigns a known error task to the Problem Analyst. The Problem Analyst determines a workaround or temporary solution for the error and documents it in the known error task.

When you have multiple configuration items (CIs) to fix, the Problem Coordinator opens a known error task for each affected CI.

Note: The Problem Coordinator creates these tasks in the known error investigation phase. When ready, the Problem Coordinator assigns the task to the applicable assignment group(s) and Problem Analyst(s) as the known error process moves forward.

To assign a known error task:

1. Click Problem Management > Known Error Tasks > Search Known Error Tasks.

2. Use search or advanced search to find one or more records.

   Note: The Problem Coordinator has opened all necessary tasks in the Known error investigation phase. A list of known error tasks opens.

3. Select a target record.
4. Click Fill in the Assignment field to select an applicable assignment group.
5. Click Fill in the Assignee field to select a Problem Analyst to apply the fix.
6. In the Activities section, click New Update Type and then select the applicable update type.
7. Add notes to New Update.
8. Click Save & Exit.

Note: Service Manager automatically updates a task record with any related record information as you update the task.