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Adding and Closing Error Resolutions

Add the resolution for known errors in the root cause analysis system. Enter the data into the knowledge base. This base holds data on CIs (configuration items), symptoms, and resolutions. This way, the data is available for help with future incidents and known errors.

Close the known error record after changes have been successfully implemented. Also close any associated incident or root cause tickets at this time.

To record error resolutions

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, click the SR link of the error you want to resolve.
3. Click the More Info tab.
4. In the Change Title field, click the select button to select the request for change that resolves the error.

To close known error records

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, SR Type Field, query for the known error.
3. Select the known error you want to close.
4. In the Status field, select Closed.

To associate root causes to records

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, click the SR link of the error you want to resolve.
3. Click the More Info tab.
4. In the Root Cause drop-down list, select the root cause that best fits your record.

To close an incident record from a known error

1. Navigate to the known error record.
2. Click the Incidents tab.
3. Select the incident record, and then click Close Incidents.