Known errors

Known errors are related records that link to the parent problem record, or to change records that also relate to the parent problem record. Problem records reside in the rootcause table; known error records reside in the knownerror and rootcause tables.

Creating a known error record has certain restrictions:

  • To open a known error from a problem record, a Problem Management administrator must enable the option in both the phase record and the user profile record.
  • You cannot open a task record from a known error record.
  • The problem record must be in the Investigation phase if you follow the out-of-box ITIL workflow.
  • If you open a known error record from a problem record, Problem Management copies the Description field from the problem record.