Known Error
A Known Error is a problem that has a documented root cause and a Workaround. Known Errors are managed throughout their lifecycle by the Problem Management process. The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).[1]
Known error comprises software bugs that have yet to be fixed, but have a known root cause and either have little disruptive impact on the end user or a known work around. Tested systems are often described as "free from known error" in recognition that complex systems cannot be proven to be error free. In IT Operations known errors may be logged in a system's Known Error Database (KEDB) which is then used to prioritize changes and to develop customer support reference information where a work around exists.[2]
Officially, Known Errors belong to Problem Management, but it’s not unusual for Service Desk to resolve an incident with a permanent solution, or find a workaround and create a Known Error record. The aim of the Problem Management is to find a root cause of one or more incidents. Problems are created because the root cause (the real cause of the incident) and its resolution need to be identified. The result of the problem investigation and diagnosis is identification of the root cause of the problem, and a workaround (temporary fix) or (final) resolution. These are valuable pieces of information and need to be recorded – so, a Known Error is created.[3]
source: Advisera
- ↑ Definition - What Does Known Error Mean? IT ProcessMaps
- ↑ What is Known Error Wikipedia
- ↑ Explaining Known Error Branimir Valentic