Error identification

The first phase of Error Control captures all information about the known error. A known error is the usual result of completing the last phase of problem Control.

An internal organization, such as Development or Customer Support may identify known errors, but the primary record must be the problem record, which becomes the parent of the known error record. For example, Development might notice a known error when performing current or new development activities such as upgrades, enhancements, or technology acquisitions. The first step is to open the problem record, then step through the problem Control phases before opening an associated known error record. The known error is verified during the Error identification phase.

When a known error evolves from problem Control phases, the known error has an identified root cause and a workaround, or an explanation of why root cause and workaround information does not apply.

Related topics


Phase 1: Logging

Known errors
Change requests
Documenting the root cause

Related topics

Open a known error
Update a known error