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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.”
  1. Defining Known Error Record IT Processmaps
  2. What Does a Know Error Recor Contain? Advisera