Open a known error

A known error is an issue for which a root cause (the underlying cause of a problem, or one or more incidents) has been diagnosed and a solution or workaround has been determined. When the Problem Coordinator validates a workaround that has been successfully tested by the Problem Analyst, the Problem Coordinator determines whether the root cause is related to an outstanding known error. You can open a known error only for problems in the Problem and Investigation phase and if there is a primary configuration item specified in the problem record.

If there is an existing known error, the Problem Coordinator relates this problem to the outstanding known error.

If there is not an existing known error, the Problem Coordinator opens a new known error record, and then moves the phase of the problem record to the Problem Resolution phase.

To open a known error record from a problem record, follow these steps:

1. Click Problem Management > Search Problems.

2. Use search or advanced search to find one or more records.

   Note Known error records can be only be opened by the assigned Problem Coordinator, so if you intend to open a known error you should include the assigned Problem Coordinator as part of your search criteria.

3. Select a record.
4. In the Related Records tab, select Related Known Errors from the Link Type drop-down list, and the then click Link New Record. A New Problem form opens.
5. Complete any required fields on the form.

6. Click Save & Exit. You are returned to the problem record form.

7. Click Save & Exit.

To open a known error record directly, follow these steps:

1. Click Problem Management > Create New Known Error.
2. In the Title field, type a title that accurately describes the problem.
3. In the Description field, type the details of the known error.

4. Fill in the following required fields, and any other required or relevant fields.

   • Select the Affected Service.

   • Select the Impact and Urgency.

     Note Service Manager selects the default priority based on the impact and urgency values.

   • In the Root Cause field, type a description of the root cause of the known error.
   • In the Workaround field, type a description of the workaround of the known error.
5. Click Save & Exit.

Related topics

Known errors
Error identification
Change requests
Documenting the root cause
Example: Search for a record

Related topics

Assign a Problem Management task
Close a problem task
Document the root cause
Document the workaround
Investigate and diagnose a Problem Management task
Test the workaround