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ITIL :: View topic - Any Help differentiating between Known Error and Known Issue
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Any Help differentiating between Known Error and Known Issue

 
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vikask
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Joined: May 07, 2008
Posts: 1

PostPosted: Wed May 07, 2008 5:00 pm    Post subject: Any Help differentiating between Known Error and Known Issue Reply with quote

Hi All ,

This is my first question in this forum Smile

Could anyone please differentiate between a Known Error and a Known Issue

We hav a tool InfraEnterprise for service management and I am working on the Knowledge management part of it . In the Knowledge Management there is an entry type "Known Issue" but also the place where we log a call there is an option to log a "Known Error" . I talked to the vendor and he told that they are similar things but are using different databases to store the Known Errors and Known Issues .

Could anyone please clarify the difference between them with respect to Problem Management

Vikas
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3320
Location: London, UK

PostPosted: Wed May 07, 2008 5:25 pm    Post subject: Reply with quote

the difference is the word issue versus error

the tool uses one and the ITIL documentation uses a different word
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed May 07, 2008 7:53 pm    Post subject: Reply with quote

Hi,

because ITIL and ITIL people are always referring to "known error" with a very specific meaning (see ITIL glossary), I use the word issue for a more generic concept of something that might be a problem of some kind rather than as a category for something specific.

It sounds like your toolset uses the two words so that you know which part of the system you are in. However it also sounds like the overlap in meaning is very close to 100%. I would suggest either that you make sure it is 100% in the way you use it, or you document clear definitions of the difference you are going to use for the two words in the toolset.
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Thu May 08, 2008 2:13 am    Post subject: Reply with quote

Hi,

I think you should contact the producer of this InfraEnterprise to get a clear understanding about the two terms.
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