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Managing Known Errors

The error management process begins with the detection of an underlying problem. Error management activities focus on processing known errors until they are eliminated by the implementation of a change or a workaround.

An error is identified when a problem is detected. The error becomes a known error when the root cause of the problem is found and a workaround is provided.

NOTE:  You can view all known error records from the Service Requests - HelpDesk view by selecting All Known Errors from the Queries drop-down list.

The following is the typical sequence for identifying and recording known errors.

1. An error is identified when a problem is detected.

   The problem becomes a known error when the root cause of the problem is found and a workaround is provided. Make sure that the root cause ticket is updated with all resolution activity.

   For more information about identifying errors, see Adding Known Errors.

2. Error assessment.

   Perform an initial assessment of the means of resolving the error. If necessary, complete a request for change. Link the request for change record to the known error record.

   For more information about error assessment, see Assessing Errors.

3. Error resolution recording.

   Record the resolution for known errors in the resolution field of the known error. Enter the resolution information into a solution for the knowledge base. This knowledge base holds data symptoms and resolutions. This way, the data is available for help with future incidents and known errors. Attach the resolution information to the known error by way of a solution.

   For more information about error resolution, see Adding and Closing Error Resolutions.

4. Error closure.

   Close the known error record after changes have been successfully implemented by way of the Incidents and Problems tab of the change. Close any associated incident or root cause tickets through the Incidents tab.

   Related Topics

   Problem Identification and Management

   Adding and Closing Error Resolutions

5. Problem and Known Error resolution monitoring.

   Error control monitors progress in resolving known errors and change management is responsible for the processing of request for changes. Root cause analysis monitors the impact of problems and known errors on services. If the impact becomes severe, root cause analysis escalates the problem.

   Related Topics

   Problem Identification and Management

   Change Management

   Adding and Closing Error Resolutions