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ITIL :: View topic - Which data should appear in the known error db?
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Which data should appear in the known error db?

 
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AndyW
Senior Itiler


Joined: Feb 14, 2008
Posts: 77

PostPosted: Tue Mar 04, 2008 2:11 am    Post subject: Which data should appear in the known error db? Reply with quote

Hi,
an other question for you.
We have PROB in place. It might be the case that a RCA reveals that the Problem can only be fixed by a code change.

Probably there wouldn't be a Workaround available and the found solution would be to change the underlying program code.

Question: is it mandatory to store every workaround and known error in the known error db? My stomach tells me to keep it optional. Means the Problem Owner can decide whether he stores information in the KEDB. With the example above in mind what do you think?

cheers,
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3298
Location: London, UK

PostPosted: Tue Mar 04, 2008 6:31 am    Post subject: Reply with quote

The short answer is

it depends

AndyW.

If you have a Apple shop - all desktops and laptops are Apples, then there is no need to keep a Known Error Database full of Microsoft Operating System known errors and work arounds

The Problem Management policy should define what is what and who is who.

As to what work arounds and known errors shoudl be in the KEDB depends on what incidents are most common....
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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AndyW
Senior Itiler


Joined: Feb 14, 2008
Posts: 77

PostPosted: Tue Mar 04, 2008 5:22 pm    Post subject: Reply with quote

ok cool.
but this means you would agree to my previous post that it is not mandatory to store every known error, workaround in the KEDB.

Cheers,
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