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You mean aKE could also be stand-alone? Giving Incident owners a single place to search for both Knowledge and Known Errors is a nice feature of your implementation and typically your Knowledge tools will have nice authoring, linking Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums © Logos/trademarks property of respective owner. Number of Problems opened with a Known Error Of all the Problem records opened in the last X days how many have published Known Error records?

This is a permanent solution. See our Feedback Page for more information. It is perhaps a lazy example as it doesn't allow for many nuances. Not in this case.

Here are some metrics that would help give your KEDB a health check. Timing – when to raise a Known Error record? There is benefit in using the Knowledgebase as a repository for Known Error articles however. OLAs want to ensure that Known Errors are quickly written and published in order to allow Servicedesk engineers to associate incoming Incidents to existing Problems.

copy a resolution and a replyReporting capabilitiesAbility to inherit the category classification tree (category, subcategory,item) to speed up searching (i.e. Search × Library Paths Business Individuals Sign in Sign up × Sign in Sign up Library Paths Business Individuals Pricing Teach Customer stories Mobile apps Support Contact Resource center Blog Everything For the email incident, the root cause is identified as one of the critical services on the email server which was in hung mode. If things get confusing, you need expert advice.

Consider the lifecycle of a Problem, and therefore the Known Error which is, after all, just an attribute of that Problem record. A better and more topical example can be found in the Cloud. Thanks. Learn more X EXPLORE THE ACADEMIES ISO 9001 Online Consultation Center ISO 14001 Online Consultation Center OHSAS 18001 Online Consultation Center ITIL and ISO 20000 Online Consultation Center ISO 27001 and

A good example of a Workaround would be: To workaround this issue add the timesheet application to the list of Trusted sites 1. When an incident is reported, the support team refers to the KEDB first to check if a workaround exists in the database. We should be striving to create as many high quality Known Errors as possible. This solution is implemented not only on the Outlook that crashed, but on all the systems accessing Outlook, to ensure the same incident doesn't happen again.

RESULTS Product Group Tests SIAM Incident Management ITAM & ITSM Self Service Proactive Problem Management Outside IT Change, Config and Release Integrations Knowledge Management Service Catalogue Request Fulfilment Incident and Problem Help Desk » Inventory » Monitor » Community » LOGIN +1 888-250-8971 FEATURES PRICING CUSTOMERS SUPPORT COMPANY BLOG Help Desk SoftwareKey Benefits of a Known Error Database for the IT Help I didnt notice database on it. 0 Ghost Chili OP tfl Mar 13, 2016 at 5:29 UTC you use it as a database - use tickets to record the A shorter snapshot approach can be found at ITIL Zone Related Resources Service related resources Service Level Agreement Outsourcing Note: ® ITIL is a registered trademark of OGC.

Just a through! 0 Sonora OP jeffgonzales Mar 13, 2016 at 5:41 UTC I would prefer a database instead of the helpdesk. 0 Serrano OP All Rights Are Reserved. But, it can be recorded earlier, e.g. Before the incident occurs again, it's on the technical team to investigate why the service is unresponsive and to find a permanent solution.Let's look at another classic example that I have

Just like, e.g., incident records, a Known Error exists in the form of a record and it is stored in the Known Error Database (KEDB). This portal is totally independent and is in no way related to them. Number of Problems opened with a Workaround How many Problems have a documented Workaround? Unsubscribe at any time with a single click.

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It isn't incorrect to implement this in a different way - storing the Problems and Known Errors in seperate locations, but my own preference is to keep it all together. They can simply re-perform the workaround and be back to work faster the next time it happens. Seven Benefits of Using a Known Error Database (KEDB) Faster restoration of service to the user - The user has lost access to a service due to a condition that we already I would argue that although your implementation of the KEDB might store its data in the Knowledgebase they are separate entities.

We should use screenshot of error messages, as well as the text of the message to aid searching. A workaround is generally followed by identifying and implementing a permanent solution at a later date.In the email service outage, restarting the service is a workaround. All rights reserved. Open Internet Explorer 2.

Email updates are so "point in time" Miguel says: June 5, 2012 at 9:59 pm Anyone know of any kedb apps? The result of the problem investigation and diagnosis is identification of the root cause of the problem, and a workaround (temporary fix) or (final) resolution. Being able to quickly associate Incidents against existing Problems allows you to judge the relative impact of each one. Evaluate Your Options Learn how to do-it-yourself Prepare your project Prepare Your Management Begin Implementation Speak to our resident ITIL/ISO 20000 consultants to understand what steps you and your organization need

These are the types of things we should be describing in the Known Error field A good example of a Known Error would be: When accessing the Timesheet application using Internet Search capabilities are not needed for now. After implementing and testing the permanent solution, the known error record can either be archived with a pre-defined status or deleted.ITIL® is a Registered Trade Mark of the Cabinet Office. By creating an account, you're agreeing to our Terms of Use, Privacy Policy and to receive emails from Spiceworks.

There are a lot of similarities between Known Errors and Knowledge articles. It is, however, advisable to include the known error database within the problem management database. Lastly with a lot of Problems in our system we might struggle to prioritise our backlog. You have choices - but to some degree the answer lies in what the KEDB  is going to do and what you are designing it to support.

Simon Morris says: June 7, 2012 at 7:30 am Hello Miguel, I think the answer really lies in building or buying a solution that integrates with your Incident and Knowledge Management when the problem is recorded. These are valuable pieces of information and need to be recorded – so, a Known Error is created. like a problem record or a change recordNice to have:Ability to have a reply template as well as a resolution template - i.e.

The KEDB implementation Technically when we talk about the KEDB we are really talking about the Problem Management database rather than a completely separate store of data. And you (or some other technician) work hard to rediscover that (same) workaround again. Get insights into the relative severity of Problems - Well written Known Errors make it easier to associate new Incidents to existing Problems. Having the Known Error published to help routing new Incidents to the right Problem will bring the benefit of being able to prioritise your most impactful issues.

The technical staff can refer to the KEDB to check what was done on previous occasions, and can recommend the workaround to the customer until a permanent solution is in place.3. Comments property of poster. Privacy policy About Wikipedia Disclaimers Contact Wikipedia Developers Cookie statement Mobile view Home What software to use for Known Error Database (KEDB)? Wikipedia® is a registered trademark of the Wikimedia Foundation, Inc., a non-profit organization.

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