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ITIL :: View topic - What is the difference between an Issue and a Known Error?
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What is the difference between an Issue and a Known Error?

 
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luvhaleiwa
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Joined: Jul 28, 2009
Posts: 1

PostPosted: Wed Jul 29, 2009 1:58 am    Post subject: What is the difference between an Issue and a Known Error? Reply with quote

What is the difference between an Issue and a Known Error? They seem to me to be one in the same.


HELP PLEASE!!
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SwissTony
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Joined: Feb 26, 2009
Posts: 118
Location: Geneva

PostPosted: Wed Jul 29, 2009 2:27 am    Post subject: Reply with quote

An Issue - As far as I know this is not an ITIL term, but would guess it to be referring to an incident or problem.

A Known Error - An incident or problem for which the root cause is known and a temporary work-around or permanent fix is known.

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UKVIKING
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Joined: Sep 16, 2006
Posts: 3574
Location: London, UK

PostPosted: Wed Jul 29, 2009 3:10 am    Post subject: Reply with quote

To follow up on S/T

An issue is a release of a periodical like a magazine or a comic. Issue No 7 date 17 July 2009

An issue may be a verbal remark made by some one trying to say something

Hmmm.. I think there is an issue with microsoft exchange.
or
I think I have issues with drinking beer and laughing at the same time

The proper terminology for the first is Incident

The definition is when the service is not performing as it should, then an incident is raised to let you know that
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