Recording a Known Error

[superspoc]

Anyone have any thoughts on what should or should be in a Known Error record?

Anyone have any useful tools for doing this?

[UKVIKING]

paper
spreadsheet
database
application

What should be in the Known Error database is known errors about any and all applications, operating systems, etc for which incidents and / or problems that have occured.
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[pjgh]

Something that can be easily and readily searched is what you need.

Our incident management system is supposed to be able to draw key calls out, where the resolution could for a knowledge base for quick fixes and workarounds, but it is not very useful to the way we work. That product is up for review soon, so developing it to be 75% of what we need didn't seem worth it.

I use a forum board (phpBB), so as to allow follow-on posts from the rest of the team regarding testing, best method for roll-out, general discussion and post-implementation review from peers. A 'blog might suffice, also.

[Titan]

Known Errors should contain key information, such as the Root Cause of the Problem, Workaround(s) that can benefit Incidents still occurring in the environment, and the Configuration Item of concern. As well as other vital pieces of information.

The key is matching. We are starting fresh, using the CI that is reported in the Incident and carrying it through, this way, when it is reported again (as a symptom), it has a stronger relevance. We hope to mature beyond that by building in key words, but the struggle is resources to keep the search relevances successful.

Good luck!
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Kyle Hall
Bank of America
ITIL Practitioner (blue badge)