Difference between revisions of "Known Error Record"
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− | The details of each [[Known Error]] are recorded in a '''Known Error Record''' stored in the [[Known Error Database (KEDB)]].<ref>Defining Known Error Record [https://wiki.en.it-processmaps.com/index.php/Problem_Management#:~:text=A%20Known%20Error%20is%20a,Known%20Error%20Database%20(KEDB). IT Processmaps]</ref> Known errors exist because the fix is temporary. The known error database consists of records where a permanent solution does not exist, but a workaround does. For a known error record, if a permanent solution was to be implemented, then the record can be expunged or archived for evidence. Known error records with an implemented permanent solution must not be a part of the [[Known Error Database (KEDB)|KEDB]] in principle. | + | The details of each [[Known Error]] are recorded in a '''Known Error Record''' stored in the [[Known Error Database (KEDB)]].<ref>Defining Known Error Record [https://wiki.en.it-processmaps.com/index.php/Problem_Management#:~:text=A%20Known%20Error%20is%20a,Known%20Error%20Database%20(KEDB). IT Processmaps]</ref> Known errors exist because the fix is temporary. The known error database consists of records where a permanent solution does not exist, but a [[workaround]] does. For a known error record, if a permanent solution was to be implemented, then the record can be expunged or archived for evidence. Known error records with an implemented permanent solution must not be a part of the [[Known Error Database (KEDB)|KEDB]] in [[principle]]. |
A Known Error record contains:<ref>What Does a Know Error Recor Contain? [https://advisera.com/20000academy/blog/2014/02/04/known-errors-repetitio-est-mater-studiorum-case/ Advisera]</ref> | A Known Error record contains:<ref>What Does a Know Error Recor Contain? [https://advisera.com/20000academy/blog/2014/02/04/known-errors-repetitio-est-mater-studiorum-case/ Advisera]</ref> | ||
*status (e.g. “Archived” or “Recorded Problem” when Known Error is created, but root cause and workaround are not known yet) | *status (e.g. “Archived” or “Recorded Problem” when Known Error is created, but root cause and workaround are not known yet) | ||
− | *error description – content of this field is used for searching through Known Errors (e.g. by Service Desk staff or users) while searching for incident/problem resolution (e.g. “Printer does not print after sending a document to the printer. However, when printing a status page locally on the printer, everything works fine.”) | + | *error description – content of this field is used for searching through Known Errors (e.g. by [[Service]] Desk staff or users) while searching for incident/problem resolution (e.g. “Printer does not print after sending a document to the printer. However, when printing a status page locally on the printer, everything works fine.”) |
− | *root cause – entered by Incident/Problem Management staff (e.g. “Since printer does not accept documents to be printed from user computers, but prints out status report – a faulty network card is the cause of the problem.”) | + | *root cause – entered by Incident/Problem [[Management]] staff (e.g. “Since printer does not accept documents to be printed from user computers, but prints out status report – a faulty [[network]] card is the cause of the problem.”) |
− | *workaround – e.g. “Closest printer to the user should be set as default printer or user should be instructed which device to use until new printer is provided.” | + | *workaround – e.g. “Closest printer to the user should be set as default printer or user should be instructed which [[device]] to use until new printer is provided.” |
Revision as of 16:47, 6 February 2021
The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).[1] Known errors exist because the fix is temporary. The known error database consists of records where a permanent solution does not exist, but a workaround does. For a known error record, if a permanent solution was to be implemented, then the record can be expunged or archived for evidence. Known error records with an implemented permanent solution must not be a part of the KEDB in principle.
A Known Error record contains:[2]
- status (e.g. “Archived” or “Recorded Problem” when Known Error is created, but root cause and workaround are not known yet)
- error description – content of this field is used for searching through Known Errors (e.g. by Service Desk staff or users) while searching for incident/problem resolution (e.g. “Printer does not print after sending a document to the printer. However, when printing a status page locally on the printer, everything works fine.”)
- root cause – entered by Incident/Problem Management staff (e.g. “Since printer does not accept documents to be printed from user computers, but prints out status report – a faulty network card is the cause of the problem.”)
- workaround – e.g. “Closest printer to the user should be set as default printer or user should be instructed which device to use until new printer is provided.”
- ↑ Defining Known Error Record IT Processmaps
- ↑ What Does a Know Error Recor Contain? Advisera