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:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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.

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