Update a known error

You should always update a known error record with the outcome of the known error investigation. If the solution is validated, the Problem Coordinator updates the known error with the information about the solution, including the cost and resources needed to implement the solution and any possible risks. You can view related tasks to see what work others have done to determine the known error, a workaround, and the time spent working on the investigation.

You should record all the investigation activities in the known error to track the effort associated with the problem, task, or known error. After the current activities for a phase are complete, you advance the known error record to the next phase.

To update a known error:

1. Click Problem Management > Known Error > Search Known Errors.
2. Use search or advanced search to find one or more records.
3. Select an existing known error from the record list.
4. Type detailed information in the Solution field. You will find this information in the known error task where the Problem Analyst documented the details. Make sure you include cost and resource information, and any possible risks.
5. In the Activities section, select the applicable update type from the New Update Type field list.
6. Type additional updates in the New Update field.

7. If you are ready to advance this known error record to the next phase, click Next Phase.

   For example: If the known error record is in the known error investigation phase, when you click Next, the known error record advances to the Known Error Solution Acceptance phase.

   Note: Notify the Problem Manager about the details of the tested solution.

8. Click Save & Exit.