Difference between revisions of "Known Error Record"
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| − | + | == What is a Known Error Record? == | |
| − | A Known Error record contains:<ref> | + | The details of each Known Error are recorded in a '''Known Error Record''' stored in the [[Known Error Database (KEDB)]].<ref>[https://wiki.en.it-processmaps.com/index.php/Problem_Management Defining Known Error Record -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 KEDB in principle. |
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| + | A Known Error record contains:<ref>[https://advisera.com/20000academy/blog/2014/02/04/known-errors-repetitio-est-mater-studiorum-case/ What Does a Know Error Recor Contain? -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 | + | *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 | + | *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 | + | *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.” |
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| + | ==See Also== | ||
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| + | ==References== | ||
| + | <references /> | ||
Latest revision as of 22:22, 5 January 2023
What is a Known Error Record?
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.”