Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Mon Feb 04, 2013 11:57 pm Post subject:
What is a "KEDB ticket system"? and What is it for? _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
What is a "KEDB ticket system"? and What is it for?
I am creating a SharePoint page to store Known error's. This will have text boxes and drop down menus. I want to know what categories I should include. I want to get an idea of how other people store known errors and how they categories them.
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Sun Feb 10, 2013 4:34 am Post subject:
Knowledge capture is a very big challenge to company or organization.
Don't make it too formal, try to use OneNote to document whatever people want to document with free style.
Also if you want to create a KEDB, you should also get ready about how you're going to train people in your organization and how to ensure training or knowledge sharing is well communicated, acquired and assessed.
Otherwise, suggest you not to create any KEDB, it's a waste of time. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
It really depends on what you want to achieve - it can be as light or as heavy as you want.
Some fields you might want to consider - pick and choose as you feel fit...
Word of warning - think carefully about how many you make mandatory before you annoy your Problem Analysts!
Known Error Phase
Known Error Status (Open, Deferred, Closed, Awaiting Change, Risk Accepted, etc)
Known Error Title (Short summary)
Known Error Description (more details of the Known Error/Risk)
Known Error ID
Known Error Impact
Possible Impacted Data Centres
Assignment Group (which group does your Problem Analyst reside in)
Affected CI Name
Business Unit Responsible person
Known Error Categorisation (Trigger, Root Cause, etc)
Known Error Sub-Categorization (finer details)
Known Error Closure Code
Known Error Closure Details
Next Review Date
Incident Recurrence Threshold
Permanent Fix Determined (Y/N)
Will Permanent Fix Be Deployed
Estimated Fix Date
Expected Incident Serverity on recurrence
Business Critical Outage Threat
Approximate Cost To Fix (USD)
Workaround Information Provided By
Permanent Fix Information
Permanent Fix Information Provided By
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