Known Errors


Definition

A known error describes a workaround solution that solves a malfunctioning temporarily or permanently. It is usually created after the occurrence of a problem that causes incidents. However, it can also be created upstream.

EndDefinition

Each known error:

  • Is created:
    • Via an incident or problem.
    • Individually to avoid potential incidents occurring.
  • Is systematically saved in the known error knowledge base and can be associated with keywords to facilitate searches.
  • Has a status so its progress can be monitored.
  • Can be linked to a parent error. This enables in-depth analysis of the error through more specific questions/responses at each level. Open url.png  See the example.
  • Can be associated with a type, used to group errors by theme to make searching the knowledge base easier.
  • Can be associated with a category from the incident catalog, used in the ticket to display:
    • Only known errors defined for the same category as the incident.
    • All known errors if the category of the incident is not specified.
  • Can be communicated in a news article.
  • Is closed at the end of its life cycle:
    • It will either disappear from the known error knowledge base when the malfunctioning no longer occurs. In this case, linked incidents will automatically be updated.
    • Or it will remain in the known error knowledge base if the workaround solution is unable to solve the malfunctioning permanently but no further investigations will be conducted.

    Open url.png  See Life Cycle

Examples

  • Types of known errors:
    • Problem on the failure of certain laptop hard disks to start
    • List of bugs detected prior to a software version release
  • Application perimeter limited to a department ==> Known error no. 55 on invoicing software installed only on administrative workstations.
    The steps in the processing are as follows:

    1. Create a restriction for the PC Administration Department.
    2. Create an incident involving this software for an Accounting Department user (lower-level location). The Support person is associated with the Workstation Support Department (a higher-level department comprising the PC Administration Department).

    • The known error is public ==> the requestor, recipient and Support person can consult it.
    • The known error is not public ==> only the Support person can consult it.
  • Creation of a tree structure of known errors.
Types of known errors: Printer problems
Level 1 Level 2 Type Procedure/Workaround Solution
I cannot print a document I cannot print any file, regardless of the program Knowledge base Procedure: "How to reinitialize the default printer"
I can print another file from the program I am in Known error Replace the ^ accent which prevents printing
I want to modify my spool settings Knowledge base Procedure: "How to modify spool settings"
My LaserJet P1006 printer works intermittently Known error Replace the defective USB port on HP P1006 printers

Notes

  • Unlike other process elements managed by a workflow, the status of known errors is updated manually in the Update Status wizard based on rules defined in the Known Error Status reference table.
  • When a known error is selected in a ticket, the new incident will automatically be qualified using the category of the known error.
  • When the known error is communicated in a news article using the Update wizard, it will be displayed in the ticket of all new incidents with the same category as the known error.
  • You select a parent known error when creating the known error. You can use the Reorganize wizard to modify it subsequently.

Best Practice big icon.pngBest practice

  • Use the tree structure to break down the parent known error as accurately as possible. You can create different levels of questions/responses to help users find the appropriate solution.  Open url.png  See the example.
  • Remember to update the known error when the workaround solution is modified. To do this, use the Update wizard.
  • If you do not want the known error to appear in a full text search, you should assign the For Approval status to it.

Characteristics specific to versions 2016 and earlier

The Known Error form in versions 2016 and earlier is different:

Menu access

Service Operation > Problems & Known Errors > Known Errors or Known Errors of my Groups

Description of tabs

         Known error.png

TabUpdateRules_After2016Versions

Open url.png See the general principles for updating tabs.

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Alphabetical order

QuickAccess

Activity

ActivityTab

List of successive actions performed to process the current object displayed in a timeline. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History timeline.png

  • History of actions displayed in reverse chronological order:
    • To Do section at the top of the timeline  : Actions to be performed.
    • Done section below: Actions performed and completed, no further action possible.
  • To display the details of an action, click the icon next to it (1).
  • To display the type of action, move the cursor over the icon (2).
  • To display the action fully, click ? at the bottom of the action (3).
             Action History - Detail.png
  • Wizards:
             Activity wizards.png
    • (1) Wizards that can be run outside the workflow are found at the top of the tab.
               Example documentation icon EN.png  Create Task, Hold/Reopen
    • (2) Wizards specific to an action are found in the Wizards list icon.png list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.
               Example documentation icon EN.png  Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

Number: Automatically generated number of the object when it was created.

  • To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.

Status: Current status of the known error, manually updated using the Update Status wizard. 

  • Only statuses specified in the Next Status tab of the current known error status can be selected. The rules are defined in the Known Error Status reference table.
  • The For Approval status assigned by default to the known error is used to hide it in a full text search.

Question: Title of the known error, based on which searches are run in the database.

Response: Workaround solution used to solve the malfunctioning described by the known error.
                                         
Implementation Time: Time required for applying the workaround solution.

  • Duration expressed in HH:MM.
HyperlinkDocument

Attachments: Used to attach a list of documents to the current object and access the files.

        Example documentation icon EN.png  Error log or screenshots

  • You can also access them in the Attachments tab.

Keywords: List of keywords associated with the known error.

  • Click Keywords to select the ones you want from the list in the database. You can also add new keywords.

Manager: Name of the main contact person for the known error, in charge of its update.

Group: Group in charge of the known error, namely for its review.

  • The group can access the form by selecting Problems & Known Errors > Known Errors for My Groups.

Creation Date: Date on which the known error was created.

Next Review Date: Date on which the known error should be reviewed. 

Best Practice icon.png  To modify the review frequency, use the Update wizard. The date will automatically be refreshed.

Version: Version number of the known error, generally updated at each major review.

Public: Used to indicate if the known error will be visible to all users in the Back Office and Front Office Self Service portal (box is checked) or if it is only visible to Back Office users (box is not checked).

Type: Type associated with the known error. It identifies a theme of questions.
         Example documentation icon EN.png  Software, Equipment

Category: Entry in the incident catalog associated with the known error.

  • Once a ticket is associated with the category, the known error will appear.

Impact: Level of the incident's adverse effects associated with the known error on the organization's activities.

Urgency: Level that determines the assessment performed by the user (requestor or technician) based on the disruption to the recipient's business activities. The level determines the speed at which incidents linked to the known error must be solved. 

ButtonCreateTask

Create Task: Used to store the trace of an unplanned action in the processing of the current object.

       Example documentation icon EN.png  Internal tests, remote control, software distribution, unreachable user

  • An action is automatically generated and completed (end date is specified). It is visible in the history, provided the action type authorizes its display. 

   List of fields

  • Outside Calling Number: Identifier of the external application for the task.
  • Action Type: List of action types defined for the menu associated with the current object, e.g. Service Operation or Service Transition.
  • Date: Date on which the task was created.
  • Duration: Duration of the intervention in HH:MM.
  • Contact: Name of the user contacted during the intervention.
  • Fixed Costs: Cost of the charged back action irrespective of the task duration. By default, this cost is specified for the action type associated with the action.
  • Hourly Costs: Cost charged back for each hour spent on the task. By default, this hourly cost is specified for the action type associated with the action.
  • Total Hourly Costs: Calculated field = Hourly Costs * Duration.
  • Total Costs: Calculated field = Fixed Costs + Total Hourly Costs.
  • Calculate Costs: Used to update the Total Hourly Costs and Hourly Costs fields.

Discussions

DiscussionTab

List of discussions which users can access based on their domain and the visibility of the discussion.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.

Actions

List of actions performed on the known error using the Update wizard or the New Known Error wizard.

Attachments

AttachmentTab

List of documents attached to the current object. Open url.png See uploading and downloading documents.

  • You can also attach documents in the Details tab.

Location

Application perimeter of the known error restricting its visibility to users at the selected location or those belonging to a lower-level location.

  • Note: Access rights to the Self Service portal and the Back Office are required.

Department

Application perimeter of the known error restricting its visibility to users at the selected department or those belonging to a lower-level department.

  • Note: Access rights to the Self Service portal and the Back Office are required.

News Articles

NewsTab

List of news articles associated with the current object.

  • Update: Via news articles on the category and the CI associated with the current object.

Related Incidents

RelatedIncidentTab

List of incidents related to the current object.

  • Related incidents are used for managing several incidents.
  • Update: Use the Link to an Incident wizard. In an incident, ticket or incident action, use the New Known Error wizard.
  • Non-closed incidents already linked to the current known error will automatically be displayed. Click Delete icon.png to delete the link.
  • Use the Update wizard to ensure progress in incidents at the same time as the known error.

Related Problems

RelatedProblemTab

List of problems related to the current object.

Related Services

RelatedServiceTab

List of service requests linked to the current object.

  • Update: Use the Link to a Service Request wizard. You can also create a new request in this tab.
  • Non-closed requests already linked to the current known error will automatically be displayed. Click Delete icon.png to delete the link.

Related Changes

RelatedChangeTab

List of change requests related to the current object.

Equipment

List of equipment, other than the main equipment, associated with the current object.

Licenses

LicenseTab

List of licenses in the current object.

  • When a new license is added, this does not generate a notification or action in the form of the current object.

Contracts

ContractTab

List of contracts in the current object.

CI

CITab

List of configuration items (CI) associated with the current object.

  • The Known Errors tab in the CI form is automatically updated.
  • Impacting and impacted CIs linked to the new CI will not be associated with the known error.

History of Changes

HistoryOfChangeTab

List of all modifications made to the form of the current object. 

  • This is the SD_KNOWN_PROBLEMS table.

Procedure and Wizards

How to create a known error

Step 1: Decide how you want to create the known error.

Create the known error within an incident or problem

1. Open the form of the relevant incident/problem.

2. Run the New Known Error wizard.

Create the problem individually

1. Select Service Operation > Problems & Known Errors > Known Errors in the menu.

2. Click Add icon.png New.

Step 2: Specify the known error.

1. Specify the question and description/solution associated with the new known error.

2. Specify the information required.

3. (optional) Inform users of the creation of the known error in a news article.

  • Click Publish This Element as News Article.
  • Enter the contents of the news article.
  • Select the languages in which the news article should be published.
  • (optional) Create other news articles to be associated with the new known error by clicking Publish Another News Article For This Element.

4. Click Finish.

  • The known error will be saved.
  • Its status will be Initial Status defined in the Known Error Status reference table.
  • The relationship between the incident/problem and the known error will be created.
  • The news articles created will be displayed:
    • In the News Articles tab of the known error.
    • In any ticket for an incident with the same category as the new known error.

How to update a known error

Update the status of the known error

1. Open the known error.

2. Run the Update Status wizard.

3. Select the new status.

4. Click Finish.
The status will be updated.

Close the known error

Note: You can close the known error once you are certain that the malfunctioning described in the known error will no longer occur.

1. Open the known error.

2. Run the Update wizard.

3. Select the closing status of the known error.

4. (optional) Modify the status of incidents linked to the known error by clicking Update Incidents.
The related incidents will proceed to the next step of their workflow.

5. (optional) Create a new news article to report the closing of the known error by clicking Publish This Element as News Article.

6. Click Finish.
The known error will be closed.

How to use a known error in a ticket

1. Open a ticket.

2. Click Known Errors.

*The list of records in the database will appear.

  • By default, the list is filtered using the category, CI and equipment of the incident/request.

3. Select the known error you want.

4. Use the drill-down functionality to browse through data down to its lowest level.
The workaround solution associated with the known error will appear.

5. (optional) Click Select ok icon.png to select the solution if you can use it to solve the ticket.
Its contents will be copied to the Solution field in the ticket.

6. (optional) Rate the solution by clicking the number of stars Star on icon.png you want to award.

Wizards

Link to an Incident
Link to a Service Request
Archive
Update
Update Status (only if the current status is not associated with the Solved meta-status)
Reorganize

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Last modified by Unknown User on 2019/06/03 17:06
Created by Administrator XWiki on 2016/09/29 15:57
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