Known Error
There are two main phases to the Problem Management process: Problem Control and Error Control. In the first phase, the Problem Manager or technician assigned to the process studies infrastructure trends and analyzes services and CIs to determine possible failure points. In the second phase, the analyst documents the findings related to an identified problem, and initiates a corrective course of action that may include: documenting a workaround; recording a Known Error condition pending future action; or creating a Request for Change. The “recording of a Known Error condition pending future action” could be the result of a defect that requires resolution from a third party such as a software patch or firmware upgrade.
Problems and Known Errors can be opened against multiple environments, including development, testing, and production environments, by using Category/Area/Sub-Area and/or CI names that identify the environment following the same general process.
Known Errors are visible in linked Incident records. Similar Known Errors can be searched for during Incident creation. Known Errors are also visible in related Change records. Known Errors are indexed by the search engine and presented in knowledge search results.
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Related concepts
Knowledge Management integration with Problem Management
Related tasks
Create knowledge from an interaction, incident, problem, or known error
Open a change request from a known error record
Open a service request for a known error record
Open an incident
Open a known error
Assign a known error task
Document the workaround
Investigate and diagnose a known error task
Test the known error solution
Update a known error
Assign a known error record to schedule a fix
Defer a known error and the related problem