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Adding Known Errors


When adding a known error, make sure the root cause ticket is updated with all resolution activity.

To record known errors when a change record is required for resolution

  1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
  2. In the Service Requests - HelpDesk list, create a new record and complete the necessary fields.

    Some fields are described in the following table.

    Field
    Comments

    Title

    Enter the desired title.

    SR Type

    Select known error.

    Change Title

    (Optional) Select the corresponding change record title.

    Asset #

    (Optional) Select an asset related to the known error.

To record known errors when a workaround is required

  1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
  2. In the Service Requests - HelpDesk list, create a new record and complete the necessary fields.
  3. Click the SR # link and then click the More Info view tab.
  4. In the Categorization section, click the Root Cause drop-down list to select the root cause.
  5. Click the Resolution Code drop-down list to select the resolution code.
  6. Close the known error with a substatus of known error.

To associate a service request to a known error

  1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
  2. In the Service Requests - HelpDesk list, select the service request.
  3. In the SR Type Field, select the known error.
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