Close a known error

Part of Workflow(s):

Known Error: Logging

Applies to User Roles:

Problem Coordinator

Problem Analyst

Problem Manager

After you verify that a known error meets the closure conditions, you can close the known error. For example, when the Problem Coordinator receives notification from the Change Management process that a solution is successfully implemented and verifies that the known error is resolved, the known error record can be closed.

To update and close a known error, follow these steps:

  1. Click Problem Management > Search Known Errors.
  2. Use search or advanced search to find one or more records.

  3. Double-click the known error record that you want to update and close.
  4. In the Activities tab, select the applicable update type in the New Update Type field.
  5. In the New Update field, type current activity update notes.
  6. Click Save.
  7. Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.