Siebel HelpDesk Guide > IT Service Management Solution Set >
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
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, create a new record and complete the necessary fields.
Some fields are described in the following table.
|
|
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
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, create a new record and complete the necessary fields.
- Click the SR # link and then click the More Info view tab.
- In the Categorization section, click the Root Cause drop-down list to select the root cause.
- Click the Resolution Code drop-down list to select the resolution code.
- Close the known error with a substatus of known error.
To associate a service request to a known error
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, select the service request.
- In the SR Type Field, select the known error.
|