Posted: Wed May 07, 2008 5:00 pm Post subject: Any Help differentiating between Known Error and Known Issue
Hi All ,
This is my first question in this forum
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
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed May 07, 2008 7:53 pm Post subject:
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. _________________ "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
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