Error Control activities

HPE Service Manager has an appropriate action for each Error Control activity.

ITIL activity ITIL workflow Service Manager phases Possible  Service Manager actions
Error Control Error Assessment Known Error Logging and Categorization

Click Problem Management > Error Control > Search Known Errors.

For a known error record that is in the Known Error Logging and Categorization phase, you can elaborate the description of the underlying cause and possible workaround (if identified).

Error Identification Known Error Investigation

Click Problem Management > Error Control > Search Known Errors.

For a known error record that is in the Known Error Investigation phase, you can define a temporary fix or permanent solution for the known error. Different solution alternatives can be evaluated until a definitive solution can be proposed to the Problem Manager.

Error Resolution Known Error Solution Acceptance Click Problem Management > Error Control > Search Known Errors.

For a known error record that is in the Known Error Solution Acceptance phase, you can create a Request for Change record. To do so, select the known error record, click More or the More Actions icon and choose Open Related Change.
Close Error Known Error Resolution Click Problem Management > Error Control > Search Known Errors.

You can select a known error record in the Known Error Resolution phase to record the resolution and close the known error.